ChatGPT answers patients' online questions better and more empathetically than doctors. This was stated in a new study by American doctors. Let's talk about it in detail
What is the trend?
The market for virtual medical services has grown during the pandemic. Many patients around the world now communicate with their doctors online. Often during such calls, people ask serious and complex questions, the answers to which require time and knowledge. To ease the burden on doctors and reduce costs, Dr. John Ayers suggested using AI, namely ChatGPT.
Question collection and evaluation
Dr. John Ayers is the Deputy Chief of Innovation in the Division of Infectious Diseases and Public Health at UC San Diego School of Medicine. He and his colleagues shared the results of the study in April 2023. During that time, experts randomly selected 195 questions from users and answers from verified doctors, which were published in October 2022 in the r/AskDocs section of the social network Reddit.
The researchers then posed the same questions to ChatGPT, after which a group of medical professionals compared the chatbot's responses with those of the doctors. The level of content of the answers and the level of empathy were rated on a five-point scale. Answers to questions were cleaned of information identifying the author of the message and marked with a conditional number - "answer 1" or "answer 2".
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Summarizing
Assessing the richness, in 78.6% of cases, experts chose ChatGPT answers. Chatbot messages received an average quality rating of 4.1, while doctors received 3.26.
In addition, chatbots have surpassed humans in showing empathy. Experts rated ChatGPT's responses as "sympathetic" or "very sympathetic" 9.8 times more often than doctors' responses. One example is a fragment of an answer to a patient's question about bleach entering the eye.
Doctor: "It looks like you'll be fine. If a chemical or foreign body gets into the eye, rinse the eye. You can also call the Poison Control Center at 1-800-222-1222."
ChatGPT: "I'm sorry to hear that you got bleach in your eye. It is important to rinse the eyes as soon as possible after exposure to chemicals to remove as much of the substance as possible and prevent further irritation or damage. If you have not already done so, flush your eyes with clean water or saline as soon as possible."
Limitations of the Experiment
Since the doctors' posts were taken from an anonymous forum and not from their private practice, the responses may not have been carefully written. Therefore, it cannot be said that the chatbot responded to patients better than a real doctor.
However, the study shows that neural networks can help medical professionals with routine responses to patient requests.
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