AI and the Patient Experience:
Enhancing Care Delivery and
Satisfaction

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15 January 2025
4 minutes read
Medically Reviewed by: Dr. Danielle Kelvas, MD

With the potential to save roughly 5–10% in US healthcare spending annually, artificial intelligence (AI) is driving the industry toward the partial automation of data-driven tasks such as diagnostics, clinical documentation, and synthetic data generation (1). Generative AI models are of particular importance, as they have ushered in a transformative phase in healthcare. These models have the potential to greatly improve overall patient care and communication.

Virtual assistants like Microsoft Copilot and other AI tools allow patients to have natural dialogues, offer real-time help, and perform patient journey analytics. They promise to take the patient experience to a whole new level by making it more personalized.

Key Takeaways:

  • AI chatbots and virtual assistants can reduce administrative burdens and streamline healthcare workflows.
  • AI-powered solutions have the potential to make care delivery more efficient through real-time monitoring and personalized reminders.
  • Patient journey mapping with AI helps identify key pain points.
  • Predictive analytics and sentiment analysis help determine patient needs and improve patient satisfaction.

AI for Personalized Patient Care and Communication

AI-powered tools are improving patient care and changing how patients and providers interact. Using AI assistants such as chatbots, we can now automate many of the tasks typically handled by virtual assistants. These may include answering patient queries, scheduling appointments, sending medication reminders, and providing general health advice (1),(2).

Gone are the days when patients had to wait hours just to ask their doctors a few questions. AI assistants can instantly answer all those queries with high accuracy, saving both time and frustration. What’s more, studies show they are good at it too! A 2023 study published in JAMA found that chatbots had about 10 times higher empathy ratings than physician responses (3).

AI is also redefining the role of patient care assistants. The typical job of care coordinators often involves communicating with patients and keeping track of their health status. Now, AI can do these same tasks of patient monitoring. For example, by analyzing patient health data, it can instantly flag health risks and alert doctors to act faster. This collaboration between humans and AI strengthens patient-provider relationships, making care delivery more efficient (2),(4).

 

AI for Patient Care Coordination

With AI taking the lead, the jobs of patient care coordinators are not the same anymore. Now that AI can monitor patients in real-time, coordinators get ample time to focus more on creating efficient and personalized care plans. By processing large datasets, AI identifies patterns in patients’ electronic medical records, helping coordinators understand their needs and design treatment strategies that work best for them. This predictive approach aligns with the goals of a patient care partnership, fostering trust and collaboration between patients and providers (2).

One great example is how fast AI generates patient care reports with greater accuracy. In fact, it can summarize medical histories, test results, and treatment plans into clear, detailed reports much faster than before. These timely and accurate reports make sure healthcare professionals have the most up-to-date information about their patients’ health (5).

AI Powered Assistants for Enhanced Patient Care4 1

AI for Enhancing Patient Journey Experience

The patient journey—from the first consultation to follow-up care—is often emotional and full of bumpy rides. AI is helping healthcare providers make this process smoother and more supportive by mapping and analyzing every step of the journey. These tools give valuable insights into what patients go through, helping physicians better understand and predict their needs. This doesn’t just lead to better health outcomes—it also makes patients feel more cared for and satisfied with their experience (2),(6),(7).

For example, AI-powered patient journey mapping can pinpoint areas that need improvement, like appointment scheduling or follow-up care. By streamlining these steps, providers can create a more seamless experience for patients. On the other hand, patient journey analytics help identify problems like long wait times or unclear communication that might affect patient satisfaction. Together, these tools make it easier for healthcare teams to improve the overall patient experience (6),(7).

Final Thoughts

As AI becomes more integrated into healthcare IT systems, we should not use it to replace the human side of care but to complement it. When used thoughtfully, AI can make healthcare more efficient. This increased efficiency means healthcare professionals will likely have more time to focus on what matters most: building meaningful relationships with their patients.

To sum up, AI tools don’t just make healthcare workflows more seamless—they also help build trust and empathy. By using AI in patient care and communication, providers can strengthen their relationships with patients, helping them feel heard, valued, and supported throughout their patient journey experience.

Optimize Your Patient Journey with IT Medical’s AI Solutions

At IT Medical, we understand how important it is to create a better experience for your patients—and that’s why we’re here to help you harness the power of AI. Our AI-powered solutions help healthcare providers streamline workflows, improve communication, and deliver personalized care. From virtual assistants to patient journey mapping, we can help you deliver better care while reducing stress on your team.

Our healthcare solutions integrate seamlessly into your practice, allowing patient care coordinators to deliver tailored treatment plans and accurate patient care reports with ease. From real-time monitoring to actionable insights, IT Medical ensures a smooth care experience.

Ready to see how AI can transform your patient care? Get in touch with IT Medical today and see how our technology can make a difference.

References

  1. Sahni, N., Stein, G., Zemmel, R., & Cutler, D. M. (2023). The potential impact of artificial intelligence on healthcare spending (No. w30857). Cambridge, MA, USA: National Bureau of Economic Research.

  2. Nova, K. (2023). Generative AI in healthcare: advancements in electronic health records, facilitating medical languages, and personalized patient care. Journal of Advanced Analytics in Healthcare Management, 7(1), 115-131.

  3. Ayers, J. W., Poliak, A., Dredze, M., Leas, E. C., Zhu, Z., Kelley, J. B., … & Smith, D. M. (2023). Comparing physician and artificial intelligence chatbot responses to patient questions posted to a public social media forum. JAMA internal medicine, 183(6), 589-596.

  4. Rose, C., & Preiksaitis, C. (2023). Ghost in the inbox: AI may help alleviate the burden of patient messages. Evidence-Based Nursing, ebnurs-2023.

  5. Babar, Z., van Laarhoven, T., Zanzotto, F. M., & Marchiori, E. (2021). Evaluating diagnostic content of AI-generated radiology reports of chest X-rays. Artificial Intelligence in Medicine, 116, 102075.

  6. Ly, S., Runacres, F., & Poon, P. (2021). Journey mapping as a novel approach to healthcare: a qualitative mixed methods study in palliative care. BMC health services research, 21, 1-9.

  7. Bajwa, J., Munir, U., Nori, A., & Williams, B. (2021). Artificial intelligence in healthcare: transforming the practice of medicine.

  8. Future healthcare journal, 8 (2), e188-e194.

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