This is an interesting story on the topic of algorithmic empathy1. In Hospitals Employ Email ‘Empathy’ To Help Doctors And Patients Keep In Touch Barbara Feder Ostrov discusses a program that sends patients automated emails to ask them how they’re doing:
Doctors can send daily emails with information timed to milestones in surgery prep and recovery and ask patients or caregivers for feedback on specific issues patients may face during recovery.
The doctors may write their own email scripts, as Newport Orthopedics’ physicians did, or use the company’s suggested content. An online dashboard helps doctors and administrators keep track of which patients are doing well and who might need more follow-up care. Patients can also communicate with office staff about medications and office visits. Their responses to daily emails can trigger a call from the doctor’s office.
A patient might see this message: “How are you? Let me know so I can make sure you’re okay. I have four questions for you today.”
The program has had some promising results, but I’d be interested to know if patients are aware that the messages are automated. To put it another way, is it ethical for doctors to send automated, health-related messages that look like they’re individually crafted?