If We Make Healthcare Miserable, Don't Be Shocked When Patients Turn to AI

In medicine, "mostly right" is not good enough. There's a real risk of patients mistaking AI answers as definitive medical truth; when we know those answers can have significant gaps in context and nuance.

But here's what AI does exceptionally well: it can answer a patient's 2,000 questions at any hour.

The reality is that being a patient is often confusing, inefficient, and exhausting. The complexity isn't intentional; it's structural. Prior authorizations, formulary changes, referral requirements, network restrictions; these create friction that benefits cost containment but frustrates patient care.

This is exactly where controlled AI platforms shine. Instead of patients turning to unregulated chatbots, imagine AI systems built specifically for healthcare: trained on vetted medical literature, integrated with electronic health records, and designed with appropriate guardrails and escalation protocols.

These platforms could provide immediate, contextually-aware responses while maintaining safety standards. They could explain test results, clarify medication instructions, and guide patients through care pathways; all while flagging when human clinician intervention is needed.

The AI becomes a bridge, not a replacement.

For healthcare systems, this creates efficiency gains without compromising quality. For insurers, it reduces unnecessary urgent care visits and improves medication adherence. For patients, it provides the accessibility and responsiveness they're seeking. Everyone wins when the technology is purpose-built for healthcare rather than retrofitted from consumer applications.

The key is controlled deployment: AI systems that operate within healthcare frameworks, with proper oversight, training, and integration with existing care teams. This approach harnesses AI's strengths while maintaining the human judgment and accountability that medicine requires.

It's not surprising patients are turning to AI solutions.

If healthcare doesn't offer something better, someone else will; and they won't play by our rules.