Communicating AI to Patients

Before anyone talks to patients, establish a practice-wide policy. What will you tell patients? When? Who is responsible? Consistency across providers and staff prevents confusion and builds credibility.

Key Actions

• Decide: Will you require explicit consent, provide notice, or make AI opt-in/opt-out?
• Determine what information patients need: what AI does, data handling, their rights
• Assign responsibility: Who explains AI to new patients? Returning patients?
• Create a policy document for internal reference
• Review state laws and medical board guidance on AI disclosure
• Get legal/compliance review if available

Related Resources

If your practice requires written consent for AI use, develop clear, jargon-free language. Good consent explains what the AI does, how data is handled, and what patients can expect - without scaring them or overwhelming them with legalese.

Key Actions

• Draft consent language at an 8th-grade reading level
• Explain what the AI does in one or two simple sentences
• Describe data handling: What's recorded? Where is it stored? Who can access it?
• Include the patient's rights: opt-out, request deletion, ask questions
• Have legal counsel review the final consent language
• Decide how consent is documented: paper form, EHR flag, verbal with documentation

Related Resources

Every patient-facing staff member needs to know how to discuss AI confidently and consistently. From the front desk handling initial questions to MAs setting up exam rooms, everyone should be prepared.

Key Actions

• Create role-specific scripts: front desk, MA, provider
• Practice conversations in role-play scenarios
• Train on handling objections calmly and respectfully
• Ensure staff can explain the opt-out process clearly
• Provide quick reference cards for common questions
• Designate an 'AI expert' for escalated patient concerns

Anticipate patient questions and concerns. Most fall into predictable categories: privacy, accuracy, the human touch, and cost. Prepared responses prevent deer-in-headlights moments and show patients you've thought this through.

Key Actions

• Draft responses to: 'Is it recording me?' 'Is my information safe?' 'Will you still listen to me?'
• Prepare responses to: 'I don't want AI involved in my care' (respect the choice)
• Address the 'robot doctor' concern: AI assists, doesn't replace physician judgment
• Explain HIPAA compliance and data security in simple terms
• Create a printed or digital FAQ for patients who want more information
• Update FAQ as new questions emerge

Related Resources

Some states require posted notice when AI or recording is used in healthcare settings. Even where not required, visible signage reinforces transparency and reduces the need for repeated explanations.

Key Actions

• Research your state's notice requirements for AI/recording in healthcare
• Design clear, non-alarming signage for waiting room and exam rooms
• Include signage in patient portal, website, and intake paperwork
• Ensure signage is available in languages your patient population speaks
• Position signs where patients will naturally see them (eye level, point of entry)
• Review and update signage annually or when AI tools change

Some patients will decline AI involvement in their care. Respect their decision without making them feel difficult or penalized. A graceful opt-out process maintains trust and demonstrates that patient autonomy comes first.

Key Actions

• Create a clear, documented opt-out process
• Train staff to respond without defensiveness or attempts to persuade
• Establish workflow for AI-free visits: How does documentation happen instead?
• Document opt-out preference in the patient's chart
• Periodically offer to revisit the decision (patients may change their minds)
• Track opt-out rates to identify patterns or communication opportunities