30 AI enabled automation and the future of the healthcare workforce: forging the path for sustainable, high quality care delivery (2024)

Abstract

Introduction Advances in artificial intelligence (AI) have sparked renewed debates on automation’s impact on the future workforce, which is particularly pertinent in healthcare. The impending transformation of healthcare roles is inevitable due to current unsustainable recruitment rates, projecting a global deficit of 15 million healthcare workers by 2030. Despite expectations of relatively lower job displacement in healthcare from AI compared to other sectors, integrating AI technologies presents challenges, particularly in reshaping work practices through automation. It remains paramount to ensure this does not become a passive or top-down process and that staff remain at the centre of the changes to their roles, as this will impact their ability to deliver high quality patient care. This study explores staff experiences pre- and post-implementation of care pathway automation using Dora (Ufonia Ltd), an autonomous clinical voice assistant that is able to automate routine clinical conversations.

Aims and objectives of the research project or activity This study aims to explore how AI-enabled automation affects different healthcare professionals (e.g., doctors, nurses, allied health professionals, administrators) engaged in high-volume, low-complexity care pathways. In the process of transforming care pathways through automation of routine tasks, it is important to understand the impact on work practices, potentially necessitating new skills or requiring staff to work at the top of their licence. The impact of this change on professional identity, well-being and workflows is poorly understood at present. Anticipating and addressing these issues is crucial for effectively integrating new technologies that will lead to a workforce who can deliver the best possible care to patients and improve health outcomes.

Method or approach Dora, an AI-enabled clinical voice assistant, is introduced across NHS sites in England. Dora is able to telephone an unlimited number of patients and have a clinical-grade consultation with them just as a nurse or doctor would. By replacing human calls, Dora frees up clinicians for more critical tasks and higher value activity. A mixed methods, multicentre study will be conducted over 2 distinct phases: (a) pre-implementation and, (b) post-implementation. Data will be collected qualitatively via semi structured interviews as well as quantitatively via a validated questionnaire. Longitudinal data collection will assist in forming a richer understanding of the context, drawing further insights into how the change (i.e., the intervention) impacts the workforce over time.