serve as stewards of our physical, mental, and emotional welfare being available anywhere, anytime, with the right answers and support. T is shiſt —from transactional to relational— represents the future of healthcare that many of us have hoped for: one that values the human experience and creature comfort as much as the clinical outcome. T e potential here is profound in both
the short- and long-term. Now and in the very near future, patients can receive the kind of personalized, real-time support that builds trust and understanding. Whether it’s through automated systems that provide instant answers, or conversational AI that tailors communication based on a patient’s history and preferences, the ability to respond immediately and empathetically is where we begin to see real change. As the technology continues to improve and integrate into the landscape even more, AI serves as a near constant companion, extension, or surrogate of health care professionals, with custom models diff erentiating their care and value in an increasingly crowded fi eld.
A System Rooted in Empathy, Not Just Data Let me take a moment to be uninspiring
while refl ecting on healthcare’s historical problem: it’s oſt en felt cold, sterile, and bureaucratic. T e process can feel as mechanized as the solutions themselves. I know, reader, that this is no new news today, and if it is, AI is not your priority issue to explore. Ironically, AI off ers a path to reverse this perception if we see its potential beyond data crunching and algorithmic precision. What if AI didn’t just help patients
navigate a healthcare system? What if it made that system feel human? In our experience, the majority of patients wish they had a stronger relationship with their healthcare provider, and those that do believe their outcomes are better, even if their expectations aren’t met. Interactions tailored to individual experience using AI can make the healthcare experience more relatable and, in turn, more trustworthy. An AI system that understands when a patient is feeling anxious or confused—and responds with compassion—creates a sense of being cared for, even before the doctor steps in. T is kind of interaction has the potential to redefi ne how patients relate to healthcare, making it
less of an impersonal chore and more of an ongoing conversation between equals. Such an approach goes beyond
convenience; it actively builds emotional resilience in patients, allowing them to feel more in control of their health journey. And this is where the outcomes improve: patients who feel empowered are more likely to adhere to treatment plans, communicate openly with their providers, and engage more deeply with their health. T ey even believe they will get better when all results point to the contrary.
T e Emotional Connection: Beyond Personalization We oſt en talk about personalization in
AI as though it’s the holy grail, but there’s a deeper opportunity here: emotional connection. Personalization is important, yes, but what matters more is the feeling of being understood. Sense of belonging is a core human need, and we strive to fulfi ll it every day. T e next frontier for AI in healthcare is to off er not just custom recommendations but interactions that feel genuinely human. Patients want to know that their unique
struggles matter. T ey want the doctors, nurses, pharmacists—even receptionists— to see and hear them. AI can satisfy this need by recognizing patterns in how patients engage with their care and responding in ways that refl ect empathy and understanding. For instance, a system that notices a patient skipping medication could, instead of merely sending reminders, off er supportive encouragement, check in on how they’re feeling emotionally, or suggest manageable alternatives. T ese are the kinds of human-centered responses that build trust, and trust is crucial for any meaningful health intervention. T e challenge is not in making AI
smarter but in making it more emotionally intelligent. If we can build systems that learn not only from patient behaviors but from patient emotions, we create a healthcare system that listens, responds, and, most importantly, cares.
T e Power of Immediate, Empathetic Connection Immediacy is another overlooked element in the equation of better health
26 Missouri PHARMACIST | Volume 98, Issue III | Fall 2024
outcomes. Again, I off er you something rote and obvious: in healthcare, timing is everything. Whether it’s addressing patient concerns quickly, catching early symptoms, or simply providing support during critical moments, timing has deep ties to emotional connections and outcomes. But immediacy without empathy risks
feeling robotic, disingenuous, insensitive, or, perhaps the most disturbing, sales-y. It’s not enough for AI to just be fast; it needs to be thoughtful. A system that responds instantly with empathy doesn’t just resolve questions— it alleviates worry, builds rapport, and encourages patients to stay engaged in their care. T is combination of immediacy and empathy can create the conditions for improved adherence, patient satisfaction, and ultimately, better health outcomes. Imagine a patient receiving real-time
feedback about their condition, complete with support that is not just accurate but also encouraging. T is kind of interaction, powered by AI, creates a sense of continuity, reducing the patient’s anxiety and reinforcing the importance of their role in managing their own health.
A New Kind of Healthcare Relationship In the end, the true power of AI lies in its
potential to redefi ne relationships—between patients and providers, between consumers and pharmaceutical brands, and between individuals and their own health. T ese relationships, traditionally based on data, protocols, and schedules, can now be infused with empathy, understanding, and emotional intelligence. As we continue to build and refi ne AI
systems, the philosophical possibility becomes clear: we’re not just creating smarter technology; we’re creating more meaningful interactions. In a world where healthcare oſt en feels distant and alienating, AI off ers a way to bring it back to what it should be: a human experience, rooted in compassion, connection, and care. When we design AI to listen, to respond
with empathy, and to provide support in real time, we do more than improve outcomes— we improve the way people feel about their healthcare. And that shiſt in perception, that change in relationship, may be the most important outcome of all.
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