Addressing the Challenges of Modern Health Systems

Health systems across the globe are contending with rising costs, clinician burnout, workforce shortages, inflation, and high interest rates. These economic hurdles are causing significant anxiety among consumers regarding unexpected medical expenses. In response, health systems are increasingly exploring the potential of generative artificial intelligence (AI) to tackle these issues. This cutting-edge technology is seen by some as a promising avenue to make health care more affordable and accessible, in line with Deloitte's vision of the Future of Health™.

Consumer Optimism for Generative AI in Health Care

Deloitte's 2023 Health Care Consumer Survey reveals a positive outlook among consumers towards generative AI. More than half of the respondents (53%) believe that generative AI could improve access to health care, while 46% think it could make health care more affordable. Those with prior experience using generative AI are even more optimistic, with 69% confident it could enhance access and 63% believing in its potential to reduce costs. This survey, which reflects the views of 2,014 U.S. adults, offers a comprehensive insight into current consumer attitudes.

Health is a primary reason why consumers are turning to generative AI. While only 48% of surveyed consumers currently use the technology, a significant 84% are aware of it. Respondents consider generative AI particularly reliable for health-related applications. In tandem, the federal government is preparing for the widespread adoption of this technology in health care. On October 30th, the White House issued an Executive Order directing the Department of Health and Human Services to establish an AI task force to develop responsible use policies within 90 days.

As both the government and consumers embrace generative AI, health care organisations should consider how this technology can build trust, improve patient experiences, and make care more customer-centric. For instance, hospitals could use generative AI to provide after-hours responses, triage patients to the appropriate care settings, or answer queries about symptoms or medications. The technology can also generate personalised health information, aid in diagnosing symptoms, suggest treatment options, summarise complex health literature, offer wellness tips, and recommend specialists.

Key Insights from the Survey

Reliability and Usage: Early adopters of generative AI in health and wellness report using it to learn about medical conditions, understand treatment options, decipher technical language, and improve their well-being. A notable 69% of these users rate the information provided by generative AI as very or extremely reliable.

Optimism Among Users: Those who have used generative AI are more optimistic about its potential, with over 70% believing it could revolutionise care delivery, compared to just 50% of non-users.

Transparency Demands: Consumers demand transparency when generative AI is used. They support clinicians using it to provide additional information and interpret lab results but are less comfortable with its use in decision-making for diagnoses and treatments. Around 80% of consumers think it is important for health care providers to disclose when they use generative AI.

Support for the Uninsured: Uninsured individuals are more likely to use generative AI for health care needs, such as mental health support, finding doctors, and identifying appropriate care sites. However, only 33% of uninsured respondents found the information from generative AI helpful, compared to 51% of insured respondents, highlighting a need for improvement in addressing this group's needs.

Conslusion

Generative AI holds promise for transforming clinical workflows, increasing efficiencies, enhancing patient experiences, and improving outcomes. While many life sciences companies are integrating this technology, hospitals and health systems are also beginning to experiment with its applications. According to an upcoming survey, 53% of health systems are testing generative AI, and 27% are working to scale it across their enterprises. Additionally, 83% have implemented or plan to implement governance structures for generative AI.

Generative AI has the potential to alleviate some of the economic pressures on health care by improving access and affordability. As the technology becomes more widespread, health care organisations should leverage consumer optimism and build strategies that emphasise transparency, ethics, and reliability. By doing so, they can ensure that generative AI is a trusted tool in navigating the future challenges of health care.

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