A new study, by Tom Nadarzynski (University of Westminster, London, UK) and others, indicates that that a large proportion of the general public are reluctant to use artificial intelligence (AI) led services for their healthcare, particularly for more serious illnesses. The results of the study come after the UK Government announced £250 million funding for AI in the NHS

The study entitled “Acceptability of Artificial Intelligence (AI)-led chatbot services in healthcare: A mixed-method study” aimed to explore the public’s willingness to engage with AI-led health chatbots. The research, published in the journal Digital Health, used 29 semi-structured interviews to aid the development of an online survey of 216 participants, which was advertised on social media. The survey explored a range of demographic and attitudinal variables, including questions about acceptability and perceived effectiveness of AI in healthcare.

The results identified three broad themes: “Understanding of chatbots”, “AI hesitancy” and “Motivations for health chatbots”, defining public concern about accuracy, cyber-security and the inability of AI-led chatbots to sympathise.

Nadarzynski says: “Our research shows that at present a large proportion of the public is hesitant to use AI-led tools and services for their health, particularly for severe or stigmatised conditions. This is related to a lack of understanding of this technology, the concerns about privacy and confidentiality, as well as the perceived absence of empathy that is vital for patient-centred healthcare in the twenty-first century.”

He added that he and his colleagues welcomed the UK government’s initiative to set up an AI lab within the NHS framework in England. “Although we recognise the opportunities this technology may provide in terms of managing demand, supporting the development of new diagnostic tools and greater cost-effectiveness of services, we emphasise the importance of involving the public in the design and development of AI in healthcare. This way, the problem of ‘AI hesitancy’ hindering the improvement of healthcare provision could be addressed and the technology could make a real difference to the patients,” Nadarzynski commented.