Keeping Healthcare Human While Embracing AI

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The inevitable transformation of the healthcare landscape by AI is undeniable. Industry titans like ZocDoc and Teladoc are already leading the way, showcasing the immense potential of AI to revolutionize provider efficiency. I attended ViVE this past February, and throughout the entire event- AI was at the forefront of many conversations, with questions from whether AI will take away some jobs to whether people will even need human doctors anymore if AI will be better at diagnosing one day. As TakeOne’s cofounder,  whose platform leverages AI, I found myself continuously drawn to the same conclusion: the future of healthcare lies not only in algorithms or data processing but also in the authentic connections between patients and providers. 

Why can’t AI replace the human aspect of care?

There’s a reason we don’t fully commit to any self-diagnosis we find on Google and seek a doctor’s opinion. The information is out there, but when, for example, your blood sugar level is a little high, you most probably only feel reassured when a human doctor tells you, “You don’t have diabetes, Daniel.” 

Let’s take it further:

• Can you imagine AI breaking the news to a patient of a serious diagnosis? Then, only having AI to guide the patient through the physical, mental, and emotional strain that comes along with treatment? 
• When AI makes a diagnosis or prescribes medicine, who takes responsibility if it’s wrong?
• What if a provider decides to go against the AI diagnosis? Who do you trust more? 

Just like you want pilots in the cockpit to make sure everything runs smoothly on your flight, even though computers have been flying planes for many years now, you also want a doctor to be in charge and monitor your AI diagnosis and treatment.

As AI transforms healthcare, it highlights the critical role of the patient-provider relationship, emphasizing the importance of maintaining personal and empathetic connections. While AI offers significant advancements, it cannot replace the nuanced understanding, responsibility, and empathy found in human interactions. 

Jennifer Hone, Teladoc’s Clinical Director of Product Strategy,  told TakeOne, “In an age where physicians, nurses, and clinical support staff are increasingly disillusioned with, and frankly, leaving healthcare, looking for miracles is understandable, but likely to disappoint. Where AI is being touted the most, in service of diagnosis, and documentation, are also the areas likely to be the most difficult to do well. This doesn’t mean AI isn’t going to help, it just means we should look to other problems to solve. 

Clinical medicine demands a level of accuracy and empathy in ways that shoe design simply doesn’t. The current system, fragmented, confusing, [and] overburdened with administrative and repetitive tasks, is where AI can not only shine but actually make healthcare about care again, not filling out forms. While it may not sound as sexy as magic note-writing does, or self-diagnosis with a bot, if your physician can once again spend their time with YOU, and not the screen, we will all be healthier and happier with the help of AI.”

How will AI initially be used? 

Healthcare providers are people, too. And they also have a certain capacity for work. When providers are overwhelmed with tasks that can be done by a machine, they have less energy to devote to the care part of healthcare.

The first step would be for AI to shoulder the routine yet time-consuming tasks that currently burden healthcare providers. The emergence of AI-driven solutions, especially in the space of medical scribes, promises to liberate significant time for providers, redirecting their focus towards what truly matters - patient care. 

ZocDoc’s CEO, Oliver Kharraz, told TakeOne, “While there’s been much discussion about AI’s potential use in healthcare, 2024 will be the year we’ll see broader adoption starting with the greatest opportunity for physicians: automatic note-taking. Early adopters of AI medical scribes could see a real 20% time savings and capacity improvement. This has the potential to reduce provider staffing bottlenecks by opening up significant capacity in providers’ schedules, which they can redirect toward seeing more patients. This may lead to a surplus of provider capacity and a meaningful shift in the current supply-demand imbalance.” 

The healthcare ecosystem of the future is an exciting, harmonious integration between humans and AI. Within this context, we see TakeOne's mission becoming ever more important. By empowering providers to share their stories, philosophies, and personalities, TakeOne reinforces the foundational step of patient-provider interaction.

As AI integrates into healthcare, its importance is undeniable. Yet, the core values in healthcare—human connection and trust—remain paramount. So, let’s make it easier for providers to succeed and flourish in a future full of technology.

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