Patients Embrace AI in Healthcare When Combined With Clinical Expertise, Study Finds

Integrating Clinical Expertise Boosts Patient Trust in AI Healthcare Tools

A recent study led by researchers from the University of Manchester and Cambridge examined how patients and healthcare staff view the use of artificial intelligence (AI) in healthcare settings. Published in the Annals of Family Medicine, the research highlights strong public support for AI—on the condition that it complements, rather than replaces, clinical expertise during online consultations.

The study was supported by Innovate UK, Wellcome, and the National Institute for Health and Care Research Greater Manchester Patient Safety Translational Research Centre.

How AI Can Help Prioritise Patient Care

Since April 2020, primary care providers in England have offered online consultations (eVisits) to improve healthcare access. Both patients and staff identified seven key ways AI could enhance these eVisits, such as:

• Routing patient requests to the appropriate healthcare professional
• Asking targeted follow-up questions to speed up support
• Helping doctors better prioritise patient needs
• Providing self-help resources
• Streamlining face-to-face appointment bookings

These opportunities indicate AI could reduce workload and improve the efficiency of patient care when integrated thoughtfully.

Addressing Concerns About AI’s Role in Healthcare

The research involved interviews and focus groups with 16 primary care staff and 37 patients across 14 practices in northwest England and London. They all used the Patchs eVisits system, which employs Natural Language Processing (NLP) and machine learning to analyse patient-written free text. The AI learns from decisions made by GP practice staff to assist in processing patient requests.

Some participants expressed concerns about AI’s ability to handle the complexity of primary care and the risk of depersonalising service. However, most welcomed AI as long as it supports clinical judgment and helps patients access care faster.

With this approach, AI could be expanded in eVisits to better support both patients and clinicians.

AI’s Potential to Ease NHS Workload

AI tools are not yet widely integrated into primary care workflows. This study is among the first to evaluate whether staff and patients find AI acceptable in this context.

Given the increasing pressures on the NHS, AI offers a way to streamline services and reduce workload without sacrificing the human element of care. Patients and staff see clear value in AI that supports clinical decisions rather than replacing them.

For healthcare professionals interested in further understanding AI applications in clinical settings, exploring AI courses tailored for healthcare roles can provide practical skills to engage with these emerging tools effectively.