Patient Satisfaction Grows When AI Complements Human Medical Expertise

Recent research conducted by the University of Manchester and Cambridge University has found that patients and healthcare staff generally respond positively to the integration of artificial intelligence (AI) in primary care, especially when AI is used as an aid alongside traditional clinical judgment during online consultations. The study, published in the Annals of Family Medicine, involved interviews and focus groups with 16 primary care staff and 37 patients from practices across northwest England and London, utilizing the Patchs AI system.

This AI technology employs Natural Language Processing and machine learning to analyze free-text patient requests, learning from decisions made during routine GP processing. Participants highlighted seven key opportunities for AI in virtual visits, including efficient routing of patient requests, targeted follow-up questions, improved prioritization by clinicians, self-help options, and enhancing appointment scheduling.

Despite initial concerns around AI's capacity to handle complex primary care cases and fears of a depersonalized service, the majority supported its use when it aided clinical decision-making and expedited care. Dr. Susan Moschogianis emphasized that most support was conditional on AI complementing human judgment, suggesting that expanding AI use in online consultations could be beneficial.

Senior researcher Dr. Ben Brown and co-author Professor Niels Peek noted that AI could help alleviate the workload in general practice and align with government efforts to leverage technology for healthcare improvements. This study marks a significant step toward integrating AI into routine primary care, demonstrating broad acceptance and potential benefits for both patients and healthcare providers.

Source: https://medicalxpress.com/news/2025-05-patients-happy-ai-human-expertise.html