Abstract
PURPOSE: Increased workload associated with electronic visits (eVisits) in primary care could potentially be decreased by the use of artificial intelligence (AI); however, it is unknown whether this use of AI would be acceptable to staff and patients. We explored patient and primary care staff views on the use of and opportunities for AI during eVisits. METHODS: We conducted semistructured interviews and focus groups with primary care staff (n = 16) and patients (n = 37) from primary care practices in northwest England and London (n = 14) using the Patchs eVisits system (Patchs Health Limited; www.patchs.ai) from May 2020 to September 2021. We analyzed verbatim transcripts using thematic analysis. RESULTS: Misconceptions regarding AI were common, which led to initial reservations on its use during eVisits. Perceived potential AI benefits included decreased staff workload and faster response times for patients. Safety concerns stemmed from the complexity of primary care and fears of depersonalized service. The following 7 opportunities for AI during eVisits were identified: workflow, directing, prioritization, asking questions, writing assistance, providing self-help information, and face-to-face appointment booking. Despite staff concerns regarding patient acceptability, most patients welcomed the use of AI if it were used as an adjunct to (not replacement for) clinical judgment and could support them in getting help more quickly. Retention of clinical oversight and ongoing evaluation was key to staff acceptability. CONCLUSIONS: Patients and staff welcomed the use of AI and identified 7 potential uses during eVisits to decrease staff workload and improve patient safety. Successful implementation will depend on clear communication from practices, demonstrating and monitoring safety, clarifying misconceptions, and reassuring that it will not replace humans.