The impact of artificial intelligence (AI) in health care is evident, from changing how patients book, communicate and receive the care they need. However, when it comes to patient experience, the data suggests otherwise: most people still prefer speaking to a real person.
A new study of 6,000 respondents by OnePoll, found that a resounding 89% of people would prefer to speak with a real person rather than AI when contacting a healthcare practice. And nearly a third (29%) would go as far as to hang up a call if they were connected to an automated answering system.
These findings matter to chiropractors, too. A thriving practice isn’t just about the volume of bookings but rather the quality of care, empathy and trust. These are factors that patients equally care about.
Human Touch Is the Real Competitive Edge
The first interaction with a practice can begin with a simple phone call. The caller might be anxious, in pain or merely looking for empathy and reassurance that they’re in good hands.
In fact, 70% of survey respondents said human agents show more empathy and care than any AI. And this isn’t surprising, while AI can look out for keywords, it can’t necessarily recognize nuances of emotion and the need for reassurance.
Here’s where a warm and caring voice can help build trust instantly, something an AI system can’t deliver.
Trust and Accuracy Still Require Human Oversight
In healthcare specifically, people want to know that their information is handled appropriately. Nearly half of the respondents (47%) said that they don’t trust AI to take the correct action or relay accurate information when booking appointments.
Furthermore, 89% of respondents said that it’s important for a human to review AI decisions that affect people’s lives. It’s evident that when it comes to health care, human oversight is definitely preferred, especially in the context of decision making.
For chiropractic practices, small scheduling mistakes or overbooking can lead to lost appointments and ultimately patient dissatisfaction. Human receptionists are far more capable in handling things that AI can’t—with the right judgment, adaptability and accountability.
Human Interaction Drives Loyalty and Reviews
In today’s healthcare environment, patient experience is paramount in driving loyalty and retention. The survey found that 78% of people are more likely to choose a service where a human receptionist answers their call, even if the reviews of competing services are otherwise identical.
And what’s even more advantageous is that 59% said they’re more likely to leave a positive review after interacting with a real person.
For a chiropractic practice that’s looking to scale, patient retention and strong reviews matter more than ever. A human hello and empathetic assurance can be the difference between choosing one practice over another.
Privacy Still Matters
Privacy is always a big concern when it comes to introducing anything automated in health care. 60% of people said that they’re uncomfortable with AI systems having access to large amounts of personal data. For healthcare professionals who handle PHI and maintain HIPAA-compliance, any vulnerability in data privacy is a huge red flag.
Patients also need the reassurance and transparency that their conversations and data are handled confidentially and securely. Having real people handle calls ensures that there’s added care taken into not exposing data to third parties or any breaches.
Always Choose Human for First Impressions
While technology serves its purpose in empowering people and streamlining workflows, it can never truly replace the essence of human connection and trust. That’s why choosing services that put people first will be a huge win for practices and patients alike.
Whether it’s for scheduling appointments, managing after-hours calls, or ensuring no patient goes unheard, people-powered services can help chiropractors stay connected without compromising the human touch that defines their care.
For chiropractors who want to grow their practice while maintaining genuine patient connection, the answer is clear: choose humans.
When patients call for care and assurance, they’re not just looking for convenience, they’re looking for connection and empathy.
Summary: What Patients Told Us About AI in Healthcare
- 89% prefer speaking to a real person over AI when contacting a healthcare practice.
- 78% are more likely to choose a business where a human receptionist answers.
- 47% don’t trust AI to handle bookings accurately.
- 60% are uncomfortable with AI accessing their personal data.
- 70% say human agents show more empathy than AI.
Stephanie Maharjan is the operations director at WellReceived, a corporate member of the American Chiropractic Association, providing 24/7 medical answering services and other technologies. WellReceived offers solutions to improve operations and elevate the quality of care. Reach out today to see how we can help your chiropractic clinic.
