Utilization of Generative AI-drafted Responses for Managing Patient-Provider Communication.

ABSTRACT: The integration of generative AI (GenAI) in patient communication presents benefits and challenges. This retrospective observational study analyzed EHR audit logs to assess how 75 healthcare professionals (HCPs) utilized AI-generated drafts for patient messages from October 2023 to August 2024 at a large health system in New York City. Overall utilization was low (19.4%), though prompt refinements improved usage (from 12% to 20%), particularly among physicians. GenAI drafts were generated for all messages, including 80% that received no response, adding to the review burden and potentially undermining efficiency. Text analysis showed HCPs preferred concise, information-rich drafts, with role-based differences-physicians favored shorter drafts, while clinical support staff preferred more em

SUBMITTER: Mandal S 

PROVIDER: S-EPMC12491571 | biostudies-literature | 2025 Oct

REPOSITORIES: biostudies-literature