According to one report from Zocdoc, a third of patients used tools like ChatGPT for healthcare advice once a week in 2025, while 1 in 10 used AI for healthcare advice very day. What can providers do if their patient comes in with advice from a chatbot that goes against their professional advice? They should lead with empathy, communication skills for discussing medical guidance from large language models and AI.
Answers generated by AI can sometimes be assertive in nature and thus can skew a patient's opinion, resulting in a discrepancy with the physician's evaluation and their diagnosis or recommended management plans. The researchers found that an "empathy first, knowledge second" approach would be key for meeting with patients who've consulted with Dr. ChatGPT. Providers should avoid admonishing or embarrassing their patients for turning to a chatbot and instead empathize with patient needs.
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