Controlling the Narrative: How to Lead the Conversation About AI With Patients
As a medical provider, consider discussing how AI is being used in your medical practice before patients encounter misinformation elsewhere.
Proactive transparency
Patients are curious: A recent survey shows that 81% of patients want to be informed if AI is used during their appointments.¹ Physicians should expect and be prepared to address their patients’ pressing and sometimes personal questions about AI. Some state laws even require this type of transparency.2
Patient questions typically revolve around the accuracy of AI, the security of patient data and the role of AI in decision-making. Proactive and empathetic responses can help you build a stronger relationship with patients and allay concerns.
Immediately position yourself as a transparent and trustworthy guide by discussing technology before patients have to ask. The same survey found that 40% of patients want to hear about AI from their doctor or nurses,¹ reinforcing that you are the most trusted voice in their care journey.
Putting transparency into practice: Three messages
Here are three practical examples of how you can put this principle into action, turning potentially complex topics into opportunities to build trust.
1. The in-room scribe: “The AI assists with notes, but I have the final word.”
Address the most visible AI tool a patient might encounter in the exam room: an AI-powered ambient listening documentation tool. A great way to introduce it is by connecting it to your direct behavior in the exam room.
You can start the conversation like this:
“You’ll notice I won’t be typing as much today. That’s because I’m using a new AI tool that helps me write my notes so I can focus more on our conversation.”
Then, you can explain the process to reassure them of your control over their record:
“The AI tool acts like a medical scribe. After our visit, I personally review the notes it suggests. Nothing becomes part of your medical record until I have verified and approved it.”
2. Faster results: “Our AI helps us get you answers, faster.”
Over half of surveyed patients prefer AI in the doctor’s office if it leads to a better experience.1
You can explain the behind-the-scenes benefit of an AI-powered tool for sorting through faxes:
“We use an AI tool to help us process incoming faxes, like lab results. By reducing the number of manual touchpoints, our medical staff can review important results, and we should be able to get you the information you’re waiting for sooner.”
3. Financial peace of mind: “We use AI to protect you from unexpected bills.”
A major source of patient anxiety is unexpected billing. Patients surveyed were most comfortable with AI helping identify billing errors before claims are submitted.1
You could describe an AI claims denial assessment tool this way:
“We use an AI tool that reviews our insurance claims for common errors. By catching and fixing small mistakes on our end before submission, we help reduce the chance of you getting a bill for services that insurance should have covered.”
Your leadership builds lasting trust
By taking the lead in these conversations, you can remind patients that your focus remains on delivering high-quality, empathetic care that prioritizes each individual patient. The key is to ensure your communication is clear, consistent and tailored to your specific practice.
Ready to lead the conversation with language that is uniquely yours? Review our complimentary guide, 100+ AI Prompts to Streamline Practice Operations, to help you draft clear patient emails and see other ways your practice can use generative AI prompts.
1 “AI at the Doctor’s Office Report.” ModMed. 2025.
2 California Health and Safety Code. § 1339.75 (2025); Utah Code Annotated. §§ 13-72-1 et seq. (2024).
This blog is intended for informational purposes only and does not constitute legal or medical advice. Please consult with your legal counsel and other qualified advisors to ensure compliance with applicable laws, regulations and standards.
