The use of artificial intelligence systems for patient experience personalization: the perception of technology and innovation managers at hospitals associated with ANAHP

Abstract

Objective: This study explores the perception of managers in the Technology and Innovation areas of Brazilian private hospitals regarding the use of artificial intelligence (AI) in healthcare, specifically focusing on patient experience personalization in these hospitals. Methods: This study is characterized as a quantitative cross-sectional descriptive research. A questionnaire with 14 questions was developed and distributed to a sample of technology and innovation managers in hospitals, with the support of the National Association of Private Hospitals (NAPH). The questionnaire was made available online to a base of 122 hospitals associated with NAPH. Results: 30 complete responses were obtained (nearly 25% of the total base), capturing perceptions on the advantages, disadvantages, and ethical and technical challenges related to the use of AI in clinical settings, particularly in hospital environments. The collected responses affirmed the optimism and caution of technology and innovation professionals in private hospitals regarding the power and impacts of AI on patient experience personalization, and indicated the need for adequate training for employees in these hospitals to maximize the benefits of AI as a decision support tool. Conclusions: This study serves as a reference for healthcare institutions considering the use of AI in patient experience personalization and aiming to establish personnel training based on these principles. Thus, the results obtained here offer valuable guidance for the full adoption of AI in the healthcare sector.