By Aba Amihyia
We are currently living in a world where there is a fear building that Artificial Intelligence (AI) and technological advancements are moving quicker than we can control. Many are concerned that they will lose their jobs, with humans being replaced by robots, diminishing what humans need the most - connection with one another.
But, is this fear unfounded or do we all really have something to be concerned about?
Both the public and third sector would benefit the most from the use of AI particularly because of the challenges they face in terms of resourcing, workloads and lack of adequate funding. AI could transform a team’s productivity by automating certain tasks and support their work working with communities in tasks such as language translation.
Public Health and NHS services have been under constant strain for years but they have begun harnessing technology in a variety of ways to improve health & wellbeing outcomes. AI can be a fantastic tool to help alleviate the pressure on health services by helping to increase the number of people it serves and making it more accessible and equitable for the diverse communities it caters to.
AI might be used to address several issues, such as language barriers, delays in service delivery, long waiting periods, unmanageable caseloads and high turnover rates. Already in play are a few AI-powered technologies that are transforming how people interact with public services such as:
Chatbots and virtual assistants that provide 24/7 support, answering queries and guiding users through complex processes
Automated translation services can break down language barriers, which aims to ensure that non-native speakers can access vital information
Voice recognition and text-to-speech technologies that assist those with physical limitations or low literacy levels
AI in practice
Last month, NHS Lothian became one of the first health boards in Scotland to trial AI via a new physio clinic app to unlock faster, personalised treatment for patients. Flok, is the first platform of its kind to have been approved by the Care Quality Commission as a registered healthcare provider, creating a brand new treatment pathway for physiotherapy patients.
The "AI-run physiotherapy clinic" aims to cut waiting times amid growing demand and staff shortages. An inevitable step that many other health providers will also have to take. The new platform provides same-day automated video appointments with a digital physiotherapist via an app that responds to information provided by a patient in real time.
Alison MacDonald, Executive Nurse Director, NHS Lothian, said: “Technological developments such as Flok have the potential to substantially improve the care and journey for some people with back pain by complimenting the range of healthcare services available. We’re looking forward to continuing working with Flok to further understand and explore the potential for how we could integrate such technology with our current therapy provision.”
AI can also be a great tool to support language barriers for those where English is not their first language and for those who are newcomers to a place such as those seeking asylum or refugees. This is particularly crucial during clinical consultations at hospitals or GP surgeries, where clear communication is essential for effective care. People who experience language barriers can struggle at all points of their healthcare journey. They may find it difficult to register with a GP, access urgent care, navigate large healthcare premises, explain their problems, or understand what a health professional is saying.
Healthwatch's report 'Lost for Words' highlighted a case where a mother had to resort to writing down the issues concerning her autistic son when he needed urgent help.
"Her son has autism; he needs emergency help. And the second time, she said she had to write what she wanted to say to the doctor because of the language problem. In an emergency, she had to write it down, and she's very upset about that, that she can't explain it to the doctor." Tamil translator for Healthwatch Croydon's focus group.
When asked about the benefits of using AI in the public sector, Effie Kanyua, Founder of We Are Warriors PR and LILA Assistant, an AI Platform tool, said: "One use case for LILA Assistant is that it is able to understand 52 languages, so it could help translate or create copy without the need to hire a translator. The opportunities that AI offers are ripe for the sector to exploit to their advantage, and I believe that the organisations that are early adopters will reap the benefits that AI has to offer."
Challenges and Considerations
As many benefits as there are, the reliance on AI technology can sometimes also limit public services; for example, automated phone systems can frustrate users who prefer speaking to a real person, or patients may find themselves stuck in a loop of automated responses when trying to book appointments or seek urgent care, leading to increased anxiety and frustration. Additionally, AI-driven chatbots may not fully understand complex medical queries, leaving patients feeling unheard. The lack of human empathy in these interactions has the potential to heighten feelings of isolation, especially for the most vulnerable members of society who may require more personalised support.
The Future of AI in Healthcare
AI could be the perfect partner public health services need to ensure better experiences for all patients, so how can AI be used to shape a future that's not just technologically advanced, but also compassionate and equitable towards the people it’s serving? Any organisation that intends to use AI such as the Police, the NHS or local government, must first commit to & invest in training for staff (who will be ‘users’ of AI) to use these technologies effectively; human oversight remains essential to ensure fair and ethical AI implementation. Additionally, we must consider the ethical implications of AI, particularly regarding data privacy and the potential for bias in algorithms which should be monitored to prevent unintended discrimination.
Despite the challenges, the integration of AI in healthcare and public services holds great promise. No longer a distant sci-fi dream, AI in healthcare is a rapidly unfolding reality that demands our active participation. It’s a powerful tool, and like any tool, how we use it matters as it’s transformative power lies not solely in the technology itself but in how it is understood and applied.
Comments