AI IN DIGITAL HEALTHCARE TRANSFORMATION: ANALYSING THE IMPACT OF AI TECHNOLOGIES ON HEALTHCARE SERVICE DELIVERY AND OPERATIONAL EFFICIENCY

Abstract

As health systems continue to deal with the ever-growing demands, workforce challenges, diagnostic lag and high operational expenses, Artificial Intelligence (AI) has emerged as a force of change in the world of digital healthcare. In this article, we look at the benefits of AI technologies to healthcare service delivery and operational efficiency, as well as examining the ethical, technical and organizational concerns of implementing AI. The narrative literature review approach is used, and is informed by academic literature, healthcare reports, policy documents and real-life examples from 2020 to 2023. The article focuses on two areas of great importance: (1) AI can enhance service management through diagnostic support, clinical decision support, digital triage, remote monitoring and personalized care and patient communication; and (2) AI can enhance the efficiency of administrative workflows through documentation, demand forecasting, capacity planning and resource optimization. AI technologies, when applied safely within clinical systems, can improve the performance of systems and processes in terms of speed, accuracy, access and workflow. This does not, however, guarantee benefits. AI, however, brings up issues of data privacy, data bias, explainability, explainability of responsibility, preparedness of staff and inequity of digital access. Therefore, AI must be used in conjunction and not in place of health care providers.