Artificial Intelligence Will Provide A Better Patient Experience, Right? Not So Fast…

better patient experience
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If you could learn how long you have left to live, would you? Thanks to new artificial intelligence (AI) you may soon be able to answer that question.

Developed in Adelaide, a breakthrough AI computer predicts with 69% accuracy when you will die. This result is about the same level of precision as a GP. Not bad for something that is basically a few circuit boards with electricity running through it.

The AI works by analysing images of your internal organs. And then calculating how long you have left before shuffling off this mortal coil. It’s a true ‘crystal ball of death’ … and it is one of the many AI breakthroughs in healthcare today.

In fact, experts predict healthcare AI will be an $8 billion industry by 2022 and that it will transform the patient experience forever.

The AI revolution is upon us. Or is it?

Many of us have had experience with the inefficient nature of hospital admission. You arrive, complete forms and wait. If you have a chronic illness, you often end up reciting your medical history to an endless line of new faces.

Nobody tells you anything!

Healthcare practices often follow the same pattern. There’s nothing more frustrating than turning up for an appointment on time – and then waiting.

Other industries have moved far beyond this type of service. No hairdresser would leave you sitting in the waiting room for two hours without reason. A hotel would be crucified on social media if it told customers to sleep on a gurney in the corridor.

But poor experience still plagues healthcare.

Even worse, thanks to Steve Jobs, Bill Gates & Co, technology has increased expectations. People demand better service in every aspect of their lives. This digital revolution has put healthcare providers in a spot. And industry leaders are banking on artificial intelligence to provide algorithms to support human decision-making.

But while AI can help, it’s NOT the
solution to delivering better patient experience.

One of the most prevalent diseases today is not something they teach student doctors. Its name is Shiny Object Syndrome (SOS), and it’s a disease of distraction. It makes victims crave new technology while ignoring proven solutions.

The reliance on AI to solve patient experience problems is a classic example.

AI can help remove frustrations, improve efficiency or tell you how many years you have left. But at its core, better patient experience is about human interaction. It’s about having empathy, caring and making a connection.

For example, no iPhone or Fitbit can:

  • Involve patients in making decisions about their own care
  • Treat patients and their families with compassion, dignity, privacy and respect.
  • Support patients in making choices by outlining risks and benefits about treatments.

This is something ONLY people can do… and it’s the key to delivering an exceptional patient experience that stands the test of time.

If you are serious about delivering better patient experience, human interaction will always be the most important factor. Don’t get fooled by the hype. AI and other shiny objects support better human decision making – and that frees us up to create a real relationship with great human-to-human interactions – human caring.

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