Artificial intelligence is changing how patients seek care, with many turning to consumer AI such as ChatGPT and Google Gemini for quick explanations of symptoms, appointments, or test results. The immediacy and accessibility of these tools offer value to patients and create a new digital front door for health systems. Yet providers face questions about accuracy, safety, and escalation when AI advice diverges from clinical judgment. Systems must establish trusted interfaces, governance, and safeguards to route users to clinicians when needed, while protecting privacy and data stewardship.
To succeed, hospitals and clinics should align AI-enabled touchpoints with existing workflows, EHRs, and patient portals, training staff to monitor AI outputs and intervene when necessary. Framing consumer AI as a first step—not a replacement—systems can improve access, triage, and patient education while mitigating misinformation and bias.
