The Trust Gap in Healthcare AI: Philips’ Survey Reveals Challenges and Opportunities

In an era where artificial intelligence is rapidly transforming industries, healthcare stands at a critical crossroads between technological innovation and human-centered care. Philips, a leading health technology company, has released its tenth annual Future Health Index (PDF), providing valuable insights into the current state of healthcare from both physician and patient perspectives.

The comprehensive survey, which gathered data from 1,900 clinicians and 16,000 patients across 16 countries, reveals concerning trends in healthcare delivery alongside promising opportunities for AI integration, according to Shez Partovi, Philips’ Chief Innovation Officer.

“Three out of every four patients said that they wait over two months to get specialized care,” Partovi explained in an interview with the NYSE YouTube Channel. “If that wasn’t alarming enough, one in three patients said that while they’re waiting, they end up going to the hospital.”

The survey also highlights a persistent administrative burden on healthcare providers. Despite technological advances over the past five years, clinicians report spending approximately half their time on administrative tasks, with a third indicating this burden has actually increased compared to five years ago.

However, the outlook for AI in healthcare remains optimistic among medical professionals. Approximately 85% of clinicians believe AI can automate administrative tasks they shouldn’t be doing, potentially freeing up more time for direct patient care. Furthermore, 82% of clinicians expressed confidence that AI can help predict and potentially prevent medical conditions, improving care delivery and accuracy.

“Clinicians believe that AI can help deliver better care for more people, which is an encouraging part given the headwinds that we’ve also seen in the survey,” Partovi noted.

Philips is already implementing AI solutions to address these challenges. One example is their ultrasound technology that automates the time-consuming process of cardiac measurements. “Philips, for example, in our Epic Elite ultrasound machine, there’s an AI software that with one click automatically finds the best image, does all the outlining of the heart, does all the measurement, and gives the number that’s needed,” Partovi explained. This innovation can reduce a 40-minute exam to just 20 minutes, potentially reducing wait times and increasing face-to-face interaction between patients and providers.

Despite these advances, the survey revealed a significant “trust gap” between clinicians and patients regarding AI in healthcare. While 80% of clinicians expressed optimism about AI, only about 60% of patients shared that sentiment. This gap narrows considerably when patients are assured that AI decisions are informed by clinicians.

“Patients said, ‘Look, I trust AI for things like scheduling, for check-ins, where sort of operational work [is concerned], but if you want to make a diagnosis and you want to treat me, I want a physician in the loop,'” Partovi explained. “The trust gap reduced when they said if the decision is informed by a clinician, then I trusted more.”

To advance AI adoption in healthcare, Partovi emphasized two key factors: keeping humans in the loop and clarifying regulations and liability. Three out of four clinicians cited unclear regulations as a barrier to adoption, highlighting the need for regulatory bodies to provide greater clarity while maintaining innovation.

Looking ahead, Partovi believes we’ve entered an “intelligence revolution” where AI can provide reasoning and understanding beyond simply displaying data. “We’re going to be at a point where an MR scanner doesn’t just scan the patient but actually says the Alzheimer’s is getting better. The CT scanner doesn’t just scan the patient but actually activates the stroke protocol and reserves the ICU bed and notifies staffing for nursing that there’s a stroke patient coming,” he predicted.

For Philips, the goal remains clear: leveraging AI to deliver better care for more people while maintaining the human connection that patients value.

*Source: NYSE YouTube Channel*