Patient Perspectives on AI-Drafted Electronic Portal Messages

How do patients understand, interpret, and value artificial intelligence (AI)-drafted messages in online patient portals?In this qualitative study of 40 patients from a large academic health system, patients valued efficiency, strongly preferred clinician review of AI-drafted messages, and wanted disclosure of AI use to maintain trust. Patient preferences regarding ideal AI tone and message content varied widely, and most participants perceived digital messaging as transactional rather than an integral part of the patient-clinician relationship.These findings suggest that AI-assisted messaging systems should prioritize efficiency, context sensitivity, clinician oversight, and clear disclosure that reflects patient communication goals.

Corresponding Author: Kellie Owens, PhD, Department of Population Health, New York University Grossman School of Medicine, 223 E 30th St, New York, NY 10016 (kellie.owens@nyulangone.org).

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