Deploying AI in Marginalized Communitieis to Build Trust

AI is transforming healthcare, offering solutions to reduce the burden of documentation for doctors. Yet, the impact of AI on patients hasn’t been explored. How will patients react to technology that captures every word they say, especially those from marginalized communities with a history of distrust in healthcare? Concerns about data privacy, fear of prosecution, and potential reluctance to engage with AI services are real.

First impressions matter. Clinicians need to thoughtfully introduce new technology, knowing acceptance isn't automatic. Effective AI integration requires intentional trust-building strategies. Here are four key approaches:

Simplify Language for Understanding

Start patient visits by introducing technology in simple terms. Just like avoiding medical jargon, steer clear of tech jargon, particularly for non-English speakers who may not understand certain terms. Instead of using terms like "AI" or "artificial intelligence," relate the technology to familiar concepts, such as comparing it to a computer or phone. For Spanish-speaking patients, I'd explain, "this is my computer that listens to us and takes notes," or “esta es la computadora que nos oye y hace notas.” This approach ensures clarity and fosters acceptance.

Explain and Demonstrate

Just as we clarify the reasons behind medical prescriptions, explaining the purpose behind new technology enhances patient adoption. For instance, when recommending a video visit, I highlight the benefits, such as the convenience of being at home and the opportunity to see their pill bottles to adequately adjust their medications. This approach educates patients on how the technology serves their health. Additionally, I encourage you to show patients how the technology works! It may take a minute or two, but it demystifies the technology. This is also a good time to address security concerns or any other questions they may have. 

Empower Through Choice

When introducing new technology to patients with low digital literacy, I assure them we can pause if any tech issues arise. It's important that technology acts as a bridge, enhancing rather than hindering our care. Thus, by providing the option to engage with technology on their terms, we not only respect their autonomy but also foster a deeper sense of comfort and openness. This empowerment encourages patients to share their health information with confidence and without fear.

First impressions matter. Let's introduce AI with the intention of building lasting trust. Together, we can create a healthcare experience that is both empowering and transformative.