UC San Diego Health is among the first U.S. health systems to test generative AI for drafting replies to patient messages. A new study shows that while AI does not make doctors respond faster, it helps reduce mental workload by providing an empathetic draft that doctors can edit, rather than writing messages from scratch.
The research highlights that AI can create longer,p more thoughtful messages, which patients find easier to understand and more compassionate. Doctors typically receive around 200 messages per week, and AI can help overcome “writer’s block,” allowing doctors to focus on providing attentive care.
The COVID-19 pandemic significantly increased digital communication between patients q ll doctors. Patient portals, like MyUCSDChart, make it easy to contact doctors directly, which has increased pressure for quick replies. AI can draft non-urgent responses, helping doctors save time and reduce stress, while still delivering detailed and empathetic answers.
Overall, the study suggests that using AI in healthcare communication can improve quality, efficiency, and engagement, and may help reduce physician burnout. UC San Diego Health has been testing AI models extensively to explore safe and innovative applications in patient care.
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