AI-Powered Interfaces to Healthcare: A Patient-Centric Study of OPD Scheduling

Abstract

The present study has investigated patient satisfaction while interacting with AI equipped outpatient department or OPD and also evaluated the perceived usefulness of AI in the context of OPD scheduling. Based on the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model, the study identified four constructs, Information sharing, time-based efficiency, credibility and perceived compatibility. These constructs influence AI usefulness, which in turn induce patient satisfaction. A survey was conducted involving 337 Indian patients using a structured questionnaire as survey instrument. The responses of the survey participants were analyzed using SEM. The result has shown strong influence of all four factors over perceived usefulness, which again significantly influence patient satisfaction. This shows that an effective use of AI can improve service quality of the OPD and can boost patients’ trust. Also, AI can align the OPD service acknowledging patient preferences which can increase their satisfaction. The study contributes theoretically by integrating crucial AI useful applications in digital healthcare interfaces. It also gives a guideline to the healthcare service providers to design a user-friendly system that can satisfy and engage patients.

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