Using AI to Improve Patient Experience in Healthcare

Published Date : 10/10/2025 

A new report by The Beryl Institute explores the opportunities, challenges, and strategies for integrating AI into healthcare to improve patient experience while maintaining the human touch. 

New report from The Beryl Institute highlights opportunities, challenges, and strategies for using AI in healthcare without losing the human touch.

A new paper released today, Defining and Advancing the Use of AI in Healthcare Experience, examines how Artificial Intelligence (AI) can be responsibly integrated into healthcare to enhance patient experience, support care teams, and strengthen trust across systems. Grounded in survey findings, real-world applications, and interviews with AI experts, clinicians, and experience professionals, the report offers a practical, human-centered perspective on AI adoption. It emphasizes that technology should be used to support—not replace—connection, judgment, and patient partnership in healthcare. Survey findings show that about 30% of healthcare organizations are using AI to support their experience efforts to some or great extent.

Key Findings

The report underscores the need for robust governance, aligned workflows, and high-quality data input to realize AI's full potential. When thoughtfully implemented, AI can enhance safety, efficiency, and patient-centered care—without compromising the human touch that defines healing. Other key takeaways include:

- AI bridges organizational silos, clarifies priorities, and connects staff, patients, and leadership.

- AI has the potential to level the playing field, ensuring consistent, high-quality care for all patients.

- By automating routine tasks, AI frees clinicians to focus on meaningful human connection.

- Successful adoption requires knowledge, workflow alignment, infrastructure, and trust.

- Strong frameworks are essential to ensure AI is safe, ethical, and clinically meaningful.

- AI augments—rather than replaces—human judgment and relationships in care.

Frequently Asked Questions (FAQS): 

Q: What is the main focus of the report 'Defining and Advancing the Use of AI in Healthcare Experience'?

A: The report focuses on how Artificial Intelligence (AI) can be responsibly integrated into healthcare to enhance patient experience, support care teams, and strengthen trust across systems without losing the human touch.

Q: What percentage of healthcare organizations are currently using AI to support their experience efforts?

A: About 30% of healthcare organizations are using AI to support their experience efforts to some or great extent.

Q: What are some key benefits of AI in healthcare as highlighted in the report?

A: AI can enhance safety, efficiency, and patient-centered care, bridge organizational silos, level the playing field for consistent care, and free clinicians to focus on meaningful human connections.

Q: What are some challenges in the adoption of AI in healthcare?

A: Challenges include the need for robust governance, aligned workflows, high-quality data input, knowledge, infrastructure, and trust. Strong frameworks are essential to ensure AI is safe, ethical, and clinically meaningful.

Q: What is the role of AI in maintaining human judgment and relationships in healthcare?

A: AI is designed to augment, not replace, human judgment and relationships in care. It supports and enhances the human touch, ensuring that technology serves to improve the overall patient experience. 

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