Publication Details
Abstract
Utilization of AI chatbots in health care is continuing to grow as it can improve the quality of services, decrease administrative efforts and increase patient engagement. This study sought to determine if these tools reduce appointment no show rates and increase patient satisfaction in the U.S.-based healthcare systems. A cross-sectional survey conducted among a sample size of 400 adults by administering close-ended questionnaires. Statistical methods were chi-square tests, Mann–Whitney U-test, Kruskal Wallis H-test, independent t-tests and multiple linear regression. The results of the study demonstrated that chatbots had little influence on reducing no-show appointments (p =. 985). However, satisfaction, usability and adequacy of chatbot responses exerted 227 a strong indirect effect on general patient experience (R² = 0.47). Furthermore, clear responses were associated with perceiving a sense of connection with a provider (p =. 003) and were more satisfied with their chatbot recommendation (p =. 040). Taken together, our findings are supportive AI chatbots to improve patient satisfaction more so through usability and communication than by simply providing the treatment adherence reminders. When used culturally mindful, well-supervised and real-time monitored chatbots can help to improve more patient-centered care in primary care.