Podcast Summary: "I’m a Doctor. ChatGPT’s Bedside Manner Is Better Than Mine." (#223) by Lynn Thoman

In episode #223 of "3 Takeaways", host Lynn Thoman engages in a compelling conversation with Dr. John Reisman, an emergency room physician with extensive global experience and the author of "The Unseen Body". The discussion delves into the profound impact of Artificial Intelligence (AI), particularly ChatGPT, on the medical profession, exploring both its technical prowess and its surprising ability to emulate human empathy. The conversation also broadens to consider the societal implications of increasing AI interactions over human relationships.

1. The Emergence of AI in Medicine

Dr. Reisman begins by reflecting on his initial skepticism during medical school regarding AI's role in healthcare. He initially believed that while AI would surpass humans in technical medical tasks, the human elements of compassion, empathy, and clear communication—collectively known as bedside manner—would remain uniquely human and thus safeguard his career.

John Reisman [00:12]: "The one thing I would always have over AI was my bedside manner."

This confidence was challenged with the advent of ChatGPT, which exhibited not only technical proficiency but also an uncanny ability to generate human-like conversational responses. Dr. Reisman admits he was "very surprised by ChatGPT's abilities, both on the technical side and just the verbal side of imitating human language to such an incredible degree" (02:39).

2. ChatGPT’s Dual Competence: Technical and Communicative

During the discussion, Dr. Reisman highlights how ChatGPT excels in diagnosing complex diseases and providing evidence-based treatment plans, confirming his initial expectations about AI's technical capabilities. However, what truly astonished him was ChatGPT's ability to mimic human empathy and generate responses that felt genuinely caring.

John Reisman [04:03]: "I think that part of feeling that a doctor's answer is empathetic, part of it might just be the length of the answer alone."

A referenced study within the episode revealed that ChatGPT's responses to patient queries were rated as "more empathetic and of higher quality than those written by actual doctors". Dr. Reisman theorizes that the perceived empathy stems from AI's ability to provide more detailed and expansive explanations, something that overworked doctors might struggle to consistently deliver due to time constraints.

3. The Role of Bedside Manner and Communication in Medicine

The discussion transitions to the traditional bedside manner training that medical professionals undergo. Dr. Reisman emphasizes the delicate balance required in delivering bad news to patients, highlighting both the do's and don'ts:

• Do's:

  • Use personal expressions like "I wish I had better news" to convey empathy (07:32).
  • Always have tissues available in case a patient becomes emotional.
  • Engage patients by asking what they know about their condition to foster informed decision-making.

• Don'ts:

  • Avoid overwhelming patients with technical jargon that can obscure the seriousness of the diagnosis.
  • Refrain from evading the main message with unrelated small talk, which can appear insincere.

Dr. Reisman reflects on how these scripted interactions, though initially seeming mechanical, are essential in bridging the emotional gap between doctors and patients, especially in the impersonal setting of an emergency room.

4. The Ubiquity and Necessity of Scripts in Society

A pivotal portion of the conversation explores the idea that scripts are ingrained in societal interactions beyond medicine. Dr. Reisman asserts that from everyday greetings to professional dialogues, humans unconsciously follow predetermined scripts to navigate social norms.

John Reisman [10:11]: "Scripts are everywhere. When you greet people, you're following a script."

He draws parallels between societal scripts and medical scripts, explaining that both serve to manage interactions efficiently, especially when genuine human connection feels challenging in high-stress environments.

5. The Future of AI in Human Interactions and Societal Relationships

Dr. Reisman expresses concern over the increasing reliance on AI for human interactions, predicting a future where AI handles more customer service and routine communications. He posits that while this shift could reduce costs and increase access, it may also lead to reduced human interaction, potentially exacerbating feelings of loneliness in society.

John Reisman [12:43]: "As we interact less and less with humans, will we get lonelier? Probably."

He emphasizes the importance of maintaining genuine human connections amidst growing technological mediation, cautioning against letting AI-mediated interactions replace the nuanced empathy found in human relationships.

6. Final Takeaways: Navigating the Intersection of AI and Healthcare

Concluding the episode, Dr. Reisman offers three key takeaways:

1. Medicine's Dual Nature:

   • "As much as medicine feels like a very human endeavor, much of it is really just technical and a matter of customer service." AI is poised to excel in the technical and service-oriented aspects of healthcare.

2. Irreversible Technological Progress:

   • "There's really no going back. There's only going forward." The integration of AI into healthcare and other facets of life is inevitable, necessitating adaptation to these changes.

3. Modernizing Healthcare Delivery:

   • "Healthcare really needs to get into the 21st century in the way that it delivers care and interacts with patients." The current state of healthcare customer service is outdated and requires significant modernization to match the advancements in the technical side of medicine.

Conclusion

Episode #223 of "3 Takeaways" presents a thought-provoking examination of AI’s expanding role in medicine and its broader societal implications. Dr. John Reisman's insights highlight the delicate balance between leveraging AI's capabilities and preserving the essential human elements that define effective healthcare and fulfilling personal relationships. As AI continues to evolve, the conversation underscores the importance of deliberate and compassionate integration to ensure that technological advancements enhance rather than diminish our humanity.