Exploring Patients’ Experiences with AI-Based Virtual Healthcare Assistants in Primary Care
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Abstract
Artificial intelligence (AI)-based virtual healthcare assistants (VHAs) are reshaping patient care by improving accessibility, personalization, and efficiency. Yet, patients’ subjective experiences with VHAs in primary care—particularly regarding trust, emotional comfort, and privacy—remain underexplored. This study employs interpretative phenomenological analysis (IPA) of interviews with 15 patients to examine how they construct meaning in their engagement with VHAs. Five themes emerged: dynamic trust formation, emotional reassurance, privacy concerns, balancing AI and human expertise, and usability challenges. Findings show that while VHAs enhance access to care, acceptance depends on empathetic interaction, transparent data practices, and alignment with human-centered care. This study highlights the importance of patients’ perspectives in shaping ethical and emotionally responsive AI healthcare solutions, offering practical insights for design and future research..
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