Use of a Medical Communication Framework to Assess the Quality of Generative Artificial Intelligence Replies to Primary Care Patient Portal Messages: Content Analysis.

ABSTRACT:

Background

There is growing interest in applying generative artificial intelligence (GenAI) to respond to electronic patient portal messages, particularly in primary care where message volumes are highest. However, evaluations of GenAI as an inbox communication tool are limited. Qualitative analysis of when and how often GenAI responses achieve communication goals can inform estimates of impact and guide continuous improvement.

Objective

This study aims to evaluate GenAI responses to primary care messages using a medical communication framework.

Methods

This was a descriptive quality improvement study of 201 GenAI replies to a purposively sampled, diverse pool of real primary care patient messages in a large midwestern academic medical center. Two physician reviewers

SUBMITTER: Lee NS 

PROVIDER: S-EPMC12313158 | biostudies-literature | 2025 Jul

REPOSITORIES: biostudies-literature