Thread by @DBadenoch

Next up at #Quality2021

Empathy, automation and #AI in healthcare: making technology person-centered.

Presented by @tlhardie1, @timjhorton, @ktclarke and @BecksFisher

Hot topic, starting in five minutes.

Let's meet the speakers quickly:

Tom Hardie is an Improvement Fellow @HealthFdn

More about his work here:
health.org.uk/about-the-heal…

Tim Horton is an Associate Director of @HealthFdn, specialising in policy and innovation.

health.org.uk/about-the-heal…

Katie Clarke-Day @ktclarke is a consumer campaigner focused on illness and infertility.

Rebecca Fisher is a Senior Policy Fellow @HealthFdn with a particular interest in improving #equity in primary care.

Starting any minute now

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Tom @tlhardie1 gets us started.

What does the promise of #AI mean for person-centred care?

Does automation of cognitive tasks remove the human factor?

Load of opportunities out there... does the hype outstrip reality?

Now @timjhorton takes us through their survey of over 4,000 people on their attitudes to AI.

- How important is emotional intelligence?
- How familiar is the technology?
- What are the risks?

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The scenarios were:
1) Self check-in at GP surgeries - preferred by most respondents
2) Bad news by video - most preferred in-person contact
3) AI triage in A&E - preference for the human
4) Robotic care assistants - concerns re dignity

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The summary presented by @timjhorton shows that touch-screen tech is the only winner at the moment.

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Now @ktclarke is giving her perspective as a service user:
- Some limitations on check-in
- AI triage could make things safer, but worried about what is lost from communication
- Hearing bad news at home might have benefits

Some very important nuance here.

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AI will not replace human interaction but may augment it and there is a lot of potential.

Talk to the patients, receptionists, clinicians, everyone involved.

People need to be able to choose, says @ktclarke

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Now @BecksFisher is focusing on the key issue of #equity and specifically digital access for deprived communities.

These systems should work for all patients. Do they?

Becks is worried that we will project existing inequity into #AI. So am I!

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From the professional perspective, they haven't been trained for digital consultations etc. This looks like a bit of a leap in the dark.

It has to work for both patients and professionals.

This is a great antidote to the usual breathless tech-hype.

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Summing up now:

Our old friends, co-creation and meaningful consultation are key.

Nice summary from @tlhardie1

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Responding to questions from the floor:
- familiarity matters, varies, and will change
- accountability hasn't been fully worked through; caution is merited
- #privacy in the home

Great session, big issues. Sincere thanks to our presenters.

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Love this observation by @ktclarke

On a telephone consultation, she Googles the doctor so she can look at their face whilst on the phone!

This says something about what we meat computers need for good communication.

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Some folk felt the session was overly negative. I disagree. It's cautionary.

All too often we get carried away by hype.

Rigorous involvement and evaluation are essential.

Hats off to @tlhardie1 @timjhorton @BecksFisher @ktclarke for pointing the way forward.

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