Owens et al., “Patient Perspectives on AI-Drafted Electronic Portal Messages”
This Duke/NYU-linked qualitative study of 40 patients finds that patients value AI-drafted portal replies mainly for efficiency, but their acceptance is conditional on clinician review, accountability, and disclosure. Patients did not uniformly want “more empathy”; they wanted tone, length, and detail to match the stakes of the message, with lower-stakes refills treated differently from serious clinical concerns.

