PT  - JOURNAL ARTICLE
AU  - Moschogianis, Susan
AU  - Darley, Sarah
AU  - Coulson, Tessa
AU  - Peek, Niels
AU  - Cheraghi-Sohi, Sudeh
AU  - Brown, Benjamin C.
TI  - Seven Opportunities for Artificial Intelligence in Primary Care Electronic Visits: Qualitative Study of Staff and Patient Views
AID  - 10.1370/afm.240292
DP  - 2025 May 01
TA  - The Annals of Family Medicine
PG  - 214--222
VI  - 23
IP  - 3
4099  - http://www.annfammed.org/content/23/3/214.short
4100  - http://www.annfammed.org/content/23/3/214.full
SO  - Ann Fam Med2025 May 01; 23
AB  - PURPOSE Increased workload associated with electronic visits (eVisits) in primary care could potentially be decreased by the use of artificial intelligence (AI); however, it is unknown whether this use of AI would be acceptable to staff and patients. We explored patient and primary care staff views on the use of and opportunities for AI during eVisits.METHODS We conducted semistructured interviews and focus groups with primary care staff (n = 16) and patients (n = 37) from primary care practices in northwest England and London (n = 14) using the Patchs eVisits system (Patchs Health Limited; www.patchs.ai) from May 2020 to September 2021. We analyzed verbatim transcripts using thematic analysis.RESULTS Misconceptions regarding AI were common, which led to initial reservations on its use during eVisits. Perceived potential AI benefits included decreased staff workload and faster response times for patients. Safety concerns stemmed from the complexity of primary care and fears of depersonalized service. The following 7 opportunities for AI during eVisits were identified: workflow, directing, prioritization, asking questions, writing assistance, providing self-help information, and face-to-face appointment booking. Despite staff concerns regarding patient acceptability, most patients welcomed the use of AI if it were used as an adjunct to (not replacement for) clinical judgment and could support them in getting help more quickly. Retention of clinical oversight and ongoing evaluation was key to staff acceptability.CONCLUSIONS Patients and staff welcomed the use of AI and identified 7 potential uses during eVisits to decrease staff workload and improve patient safety. Successful implementation will depend on clear communication from practices, demonstrating and monitoring safety, clarifying misconceptions, and reassuring that it will not replace humans.