At least 40 million individuals from around the world use ChatGPT each day seeking information on health care-related topics, an analysis conducted by AI tool Knit. The report underscores how people use the technology and the need for oversight so that millions don’t get wrong information on such an important matter as their health.
The report shows that patients view the AI chatbot ChatGPT like an ally as they navigate health care-related issues they are facing.
The uses for which people seek out help from the chatbot include getting help interpreting medical bills, identifying any overcharges in those bills, how to appeal an insurance claim denial or even self-diagnosis in situations when a health care professional isn’t immediately accessible.
In the bigger picture, the survey found that about 5% of all the queries submitted to ChatGPT relate to health care. On a weekly basis, about 1.6-1.9 million questions posed to the chatbot are on health insurance. Users want the technology to help them compare different health insurance plans, help with billing issues and assist in navigating the claims process. Other questions are to do with medical insurance coverage issues.
In rural communities that are medically underserved, OpenAI reveals that approximately 600,000 queries on health-related topics are entered into the chatbot weekly. It is also eye-opening that 70% of all health-related conversations with the chatbot occur outside the normal business hours of clinics.
Such out of hours conversations often help users to make decisions on whether to wait for an appointment they have set with their doctor or seek care at urgent care facilities. The report notes that the reliability of the feedback provided by the chatbot improves when patients provide individualized context, such as clinical instructions, documents detailing their insurance plans and data taken from a health care portal.
This widespread use of ChatGPT raises serious concerns because AI chatbots can provide potentially dangerous or wrong advice, particularly on matters related to mental health. The various lawsuits that OpenAI is facing related to self-harm or fatalities resulting from chatbot interactions are a sobering reminder of the risks involved in over-relying on chatbots for crucial advice.
All stakeholders in the health care system, such as Astiva Health, may need to take it upon themselves to educate people about the limitations of these tech tools. Makers of these chatbots also need to build in safeguards so that the chatbot can have limits on what topics it can respond to and which ones need to be avoided so that users aren’t misled into believing inaccurate feedback.
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