May a healthcare facility use a chatbot on its website for client questions?

More and more healthcare institutions want to improve their services through digital means. A frequently asked question, then, is it okay for a healthcare facility to use a chatbot to answer client questions via the website?

The answer is: yes, you may - but under certain conditions.

Benefits of a chatbot in healthcare

Using a chatbot offers many advantages:

• -Quickanswers to frequently asked questions.

• -24/7availability to clients.

• -Unburdeningtelephone accessibility.

Healthcare facilities can use a chatbot just fine for general information, such as opening hours, waiting times or requesting brochures. But there are clear limits to what you can let a chatbot do.

Can a chatbot provide medical information?

No, a chatbot should not provide medical information from the client file. A chatbot is not secure enough for that, and moreover, it is often impossible to verify through such a channel that the person asking the question is actually the client.

Sharing medical data requires a secure environment as well as verification of the client's identity. This can be done through a secure patient portal, but not through a chatbot.

AI chatbots and privacy: beware of data transfers

Many modern chatbots use artificial intelligence (AI). This technology brings additional concerns:

• -Callsmay be shared with an external (often U.S.) provider.

• -Thismeans the possible transfer of personal data outside the EU, which has additional requirements under the AVG.

• -Usersshould be clearly informed about this.

Use of a disclaimer

To be transparent about what the chatbot can and cannot do, many healthcare organizations use a disclaimer. This states, for example:

• -Forwhich topics you do turn to the chatbot.

• -Thatthe chatbot does not provide medical information.

• -Whetherthe chatbot uses AI technology and whether data is shared with third parties outside the EU.

A clear disclaimer helps build trust and fulfills the information requirements of privacy laws.

Conclusion: using chatbot to answer client questions

A healthcare facility may use a chatbot on its website to answer general questions from clients. Just make sure:

• -Nomedical information is shared through the chatbot.

• -Clientsare informed about the use of AI and any transfer of data.

• -Thereis a clear disclaimer explaining what the chatbot does and does not do.

By following these guidelines, healthcare facilities can use chatbot technology in a safe and responsible manner.