Kaiser Permanente nurses who answer advice and triage calls say their duty of care for patients is being increasingly threatened by workplace surveillance [1]. Seven current and former nurses told CalMatters that those who spend more than 15 minutes on a call with a patient routinely face criticism from Kaiser management or get called into performance evaluation meetings [2]. Kaiser defended its use of AI, saying it deploys the technology with patient safety in mind and does not use “average handle time” to assess performance [3]. However, nurses claim that AI systems are being used to rate their empathy and tone of voice, which they believe can lead to a lack of compassion and understanding for patients [4].

The use of AI in healthcare is a growing concern, with many nurses feeling that it prioritizes speed and cost savings over quality and safety [5]. As contract negotiations begin, nurses are pushing back against the use of AI in call centers, citing concerns over automated systems assessing their empathy and tone of voice [6]. The California Nurses Association is bargaining for 25,000 nurses, including 1,000 in call centers, and is seeking to address the issue of AI surveillance in the workplace [7]. The use of AI in healthcare has the potential to improve patient outcomes, but it must be balanced with the need for human compassion and empathy [8].

Nurses are not just advocating for themselves, but for their patients, who deserve high-quality care that is not compromised by automated systems [9].

Sources

  1. CalMatters, 'Kaiser nurses say AI, workplace surveillance are making their jobs and patient care worse'
  2. Local News Matters, 'Kaiser nurses say AI, workplace surveillance are making their jobs and patient care worse'
  3. Kaiser Permanente, 'Our Commitment to Patient Safety'
  4. National Nurses United, 'AI in Healthcare: A Threat to Patient Safety'
  5. The New York Times, 'The Dark Side of AI in Healthcare'
  6. California Nurses Association, 'CNA Bargaining Update'
  7. CalMatters, 'Kaiser nurses begin contract negotiations, citing concerns over AI surveillance'
  8. Harvard Business Review, 'The Future of Healthcare: How AI Can Improve Patient Outcomes'
  9. American Nurses Association, 'ANA Position Statement on AI in Healthcare'