Empathetic AI nurses could dramatically improve nurses’ work and patient care

Artificial intelligence nurses are no longer a futuristic concept. They are being tested and deployed in medical facilities around the world. “Some hospitals have introduced artificial intelligence nurse robots, companion robots, and medication dispensing robots to assist nurses,” a new study reports. Artificial intelligence “is being distributed as an alternative that can reduce misdiagnosis rates by medical staff.”

One of the earliest signs of success involves patient intake, processes that AI can not only handle but improve. “In particular, triage time, defined as the time between ED (emergency department) check-in and assignment of a triage code, is often extended during peak hours, when patient volumes increase dramatically, and triage nurses may inadvertently overlook the most urgent cases; AI-driven solutions have proven to be beneficial,” a group of healthcare professionals reported in Digital Health Frontiers.

Similar positive results have been found elsewhere. An analysis published by Critical Care and Critical Care Nursing screened 26 different studies to examine the role of artificial intelligence in emergency department triage. The study found that machine learning-based models “consistently outperform traditional tools,” often achieving AUC (area under the curve) levels greater than 0.80, “achieving high-acuity results.” Such high levels are generally considered “clinically useful.”

The potential benefits are transformative. With AI nurses handling such tasks, human nurses can spend more time doing what they want to do most: providing direct care to patients.

In my work with health and medical organizations, I often hear concerns that this phenomenon makes care too impersonal. I have two responses to this. First, it doesn’t have to become less personal. Second, it's a good thing they're worried about it. Because AI nurses who work well and help patients and nurses are built with this in mind.

Dispelling AI empathy myths

In the early days of artificial intelligence, just a few years ago, it was widely believed that the technology would never achieve the empathy people seek in a variety of settings, especially in healthcare. But the field is growing rapidly.

“A comprehensive meta-analysis of 15 studies found that patients consistently rated AI chatbots as warmer and more empathetic than real clinicians,” reports Earth.com. The tools “outperformed doctors and nurses by about two points on a 10-point empathy scale. Overall, in head-to-head comparisons, AI had a 73 percent chance of being rated as more empathetic.”

This is understandable. Considering the extreme work hours and intense pressure many healthcare providers face, it will be difficult for them to demonstrate and maintain AI-like grace. And, unlike humans, the technology can exponentially multitask, allowing people to feel the AI ​​nurse’s complete focus on them at the same time.

There are countless clinical benefits. When patients feel greater empathy, they are more likely to disclose relevant information, including stigmatized health conditions. They were also less likely to say they had experienced a medical error.

But not all AI tools are created equal. As health and medical organizations explore the growing number of products available, they need to find solutions that are built the right way.

Hyperpersonalization breeds empathy

Providing an empathic experience is not just about how you behave; It's about knowledge. Successful AI nurses will be able to understand patients’ medical histories, concerns, preferences, allergies, and more. It knows which language and prompts the patient for the best response. It might even know the types of sounds the patient likes to interact with.

To do all this, it should run on a unified customer experience management platform. UCXM aggregates every piece of information about every patient into an easy-to-understand record, with key insights at a glance. It combines information collected through messages, phone calls, and other platforms, as well as clinician notes, EHRs (electronic health records), and more.

These platforms must also be built with privacy in mind, protecting confidential data and ensuring HIPAA compliance.

Humans are in the loop

The best tools also sound alerts when healthcare providers should intervene. A patient's response or description may be more complex than the AI ​​is trained to handle. Patients may show signs of depression or even distress. Or there may be risk factors that require immediate medical action.

AI care systems should keep healthcare providers informed. They must have access to all the same information about the patient so that they can immediately identify a problem with the intake process and how to fix it.

Nurses are needed as always. The AI ​​revolution does not mean erasing our human values. When used correctly, AI can be a win-win – making patient outcomes and healthcare professionals’ work lives better than ever before.

Photo: asiseei, Getty Images

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