{"id":40494,"date":"2026-06-01T16:11:48","date_gmt":"2026-06-01T14:11:48","guid":{"rendered":"https:\/\/info.onedoc.ch\/?p=40494"},"modified":"2026-06-01T16:11:49","modified_gmt":"2026-06-01T14:11:49","slug":"ai-medicine-build-trust","status":"publish","type":"post","link":"https:\/\/info.onedoc.ch\/en\/blog\/all-specialties\/ai-medicine-build-trust\/","title":{"rendered":"AI in medicine: why your patients are wary (and how transparent communication can restore trust)"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row gap=&#8221;10&#8243; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_column_text css=&#8221;.vc_custom_1780314296471{margin-bottom: 50px !important;}&#8221;]Artificial intelligence is gradually becoming part of Swiss medical practices, whether for administration, image analysis or diagnostic support. It may even already be the case in your own practice.<\/p>\n<p>However, recent studies show that this adoption is creating growing mistrust among patients, even when AI is used only for purely administrative tasks.<\/p>\n<p>This finding does not call into question the relevance of these tools. Rather, it highlights the importance of proactive and structured communication on your part as a healthcare professional.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1780314323027\" ><h2 class=\"separator_off\" >Where is AI already being used in Swiss medical practices today?<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1780314320036{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]AI is no longer a topic for the distant future. According to the Swiss Medical Association (FMH), AI systems are already being deployed in several areas of everyday medical practice.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314341322\" ><h3 class=\"separator_off\" >Administration and organisation<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780316573537{margin-bottom: 50px !important;}&#8221;]Today, AI is already easing the administrative workload of medical practices in many areas, for example:<\/p>\n<ul>\n<li><a href=\"https:\/\/info.onedoc.ch\/en\/emma-phone-assistant\/\">appointment scheduling<\/a><\/li>\n<li><a href=\"https:\/\/info.onedoc.ch\/en\/blog\/all-specialties\/offer-electronic-patient-record-epr-healthcare-professional\/\">electronic patient records<\/a><\/li>\n<li><a href=\"https:\/\/info.onedoc.ch\/en\/invoice\/\">billing<\/a><\/li>\n<li>diagnosis coding<\/li>\n<\/ul>\n<p>This saves time in daily practice and can give doctors more room for dialogue with patients. However, the secure management of sensitive health data in accordance with the revised FADP remains essential.[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; kd_background_overlay=&#8221;true&#8221; css=&#8221;.vc_custom_1770815510567{margin-top: 50px !important;margin-bottom: 50px !important;padding-top: 30px !important;padding-bottom: 30px !important;border-radius: 10px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243; offset=&#8221;vc_hidden-xs&#8221;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title   \" ><h4 class=\"separator_off\" >Be among the first users of Emma, the virtual assistant for your medical practice.<\/h4><\/header>[vc_column_text css=&#8221;.vc_custom_1776935118145{padding-top: 30px !important;}&#8221;]Emma can assist you with:<\/p>\n<ul>\n<li><strong>Appointment booking<\/strong><\/li>\n<li><strong>Prescription renewals<\/strong><\/li>\n<li><strong>Sharing practical information<\/strong><\/li>\n<\/ul>\n<p>[\/vc_column_text]<a  href=\"https:\/\/info.onedoc.ch\/en\/emma-phone-assistant\/\"  target=\"_self\"  title=\"\"  class=\"tt_button tt_primary_button btn_primary_color hover_solid_secondary button-center button-action-link\" ><span class=\"prim_text\">Discover Emma<\/span><\/a>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;36648&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; style=&#8221;vc_box_shadow&#8221; css=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314400667\" ><h3 class=\"separator_off\" >Diagnosis and image analysis<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780316647489{margin-bottom: 50px !important;}&#8221;]AI is also used for the analysis of medical images, particularly in:<\/p>\n<ul>\n<li><a href=\"https:\/\/info.onedoc.ch\/en\/specialty\/imaging-center\/\">radiology<\/a><\/li>\n<li><a href=\"https:\/\/info.onedoc.ch\/en\/specialty\/dermatologist\/\">dermatology<\/a><\/li>\n<li>pathology<\/li>\n<\/ul>\n<p>It can identify suspicious patterns in X-rays, MRI scans, skin images or tissue samples with a high degree of reliability. However, it does not replace medical decision-making: AI provides indications, but responsibility remains human.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314426807\" ><h3 class=\"separator_off\" >Clinical decision support and precision medicine<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780314440182{margin-bottom: 50px !important;}&#8221;]AI can also support doctors by analysing data and providing indications, for example regarding:<\/p>\n<ul>\n<li>personalised treatment options<\/li>\n<li>drug interactions<\/li>\n<li>rare diseases<\/li>\n<li>clinical studies<\/li>\n<\/ul>\n<p>In the field of precision medicine, AI promises in particular to make treatments more individualised and more effective for each patient.<br \/>\n[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314448023\" ><h2 class=\"separator_off\" >Why does AI in medicine create mistrust among patients?<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1780314463252{margin-bottom: 50px !important;}&#8221;]According to recent studies, this mistrust is relatively widespread and has several causes. It does not stem from a lack of knowledge, but from understandable concerns that doctors need to know about and take seriously.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314470083\" ><h3 class=\"separator_off\" >The fear of blind trust in the machine<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780314482450{margin-bottom: 50px !important;}&#8221;]A study published in JAMA Network Open in 2025 surveyed more than 1,200 adults and presented them with fictitious advertisements for medical practices.<\/p>\n<p>The result is clear: doctors who stated that they used AI were perceived as less competent, less trustworthy and less empathetic. This was the case even when AI was used exclusively for administrative tasks, such as appointment scheduling.<\/p>\n<p>At the same time, a paradox emerges: many patients trust \u201cDr Google\u201d or use AI tools themselves to better understand diagnoses. But when this same technology appears in the medical practice, trust decreases.<\/p>\n<p>This paradox can be explained as follows: when patients search the internet themselves, they remain in control. During a medical consultation, however, they may feel that they are losing this control and are being exposed to a machine without being able to influence its role.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314496510\" ><h3 class=\"separator_off\" >The black-box problem and lack of transparency<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780314508823{margin-bottom: 50px !important;}&#8221;]Researchers at ETH Zurich have pointed out that existing ethical and legal instruments in medical research must be adapted to the new challenges posed by AI algorithms. The core of the problem is this: AI decisions are often not fully understandable. Even specialists cannot always explain why an algorithm arrived at a particular result.<\/p>\n<p>For patients, this means that they do not know which data the AI used, which weightings were applied or whether their situation was correctly represented. This lack of explainability increases uncertainty, especially when sensitive or serious diagnoses are involved.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314516857\" ><h3 class=\"separator_off\" >Data protection concerns in administration<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780316666653{margin-bottom: 50px !important;}&#8221;]Even when AI is used only for administrative purposes, your patients wonder what happens to their data: server locations, access to records, compliance with legal requirements. The revised Federal Act on Data Protection (FADP) regulates these practices and grants your patients specific rights. However, few of them know whether your practice uses systems hosted in Switzerland or abroad. This information asymmetry is enough to generate mistrust, even in the absence of any wrongdoing.<\/p>\n<p><span class=\"notion-enable-hover\" data-token-index=\"0\"><strong>\ud83d\udca1 Good to know<\/strong>: <\/span><\/p>\n<p>All OneDoc solutions are ISO 27001 and OCPD certified and comply with the latest provisions of the Data Protection Act (FADP). <a class=\"notion-link-token notion-focusable-token notion-enable-hover\" tabindex=\"0\" href=\"https:\/\/info.onedoc.ch\/en\/our-mission\/\" rel=\"noopener noreferrer\" data-token-index=\"2\"><span class=\"link-annotation-unknown-block-id-787904115\">Learn more about our commitment to data protection.<\/span><\/a>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314582596\" ><h2 class=\"separator_off\" >Which scenarios particularly worry patients when AI is used?<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1780314595868{margin-bottom: 50px !important;}&#8221;]Certain situations trigger particularly strong concerns. It is important to name and contextualise them, because some fears are justified and require answers, while others are based on misunderstandings that can be dispelled through good communication.<\/p>\n<p><strong>Scenario 1: AI supports the diagnosis.<\/strong> Patients wonder: \u201cDid the doctor really assess the situation themselves, or did they simply adopt what the AI indicated?\u201d<\/p>\n<p><strong>Scenario 2: AI manages my medical record.<\/strong> Patients wonder: \u201cWho or what has access to my most sensitive data?\u201d<\/p>\n<p><strong>Scenario 3: Empathy is lost.<\/strong> Patients fear that the doctor-patient relationship will become more impersonal. The doctor looks more at the screen than at the person sitting in front of them.<br \/>\n[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1780314712677\" ><h3 class=\"separator_off\" >What should you communicate to your patients when you use AI?<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780314647581{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Transparency is the main lever for preventing mistrust. The goal is not to explain the technology in detail, but to clarify three fundamental points:<\/p>\n<ul>\n<li><strong>where<\/strong> AI is used in your practice (administration, image analysis, diagnostic support)<\/li>\n<li><strong>who decides<\/strong> (what the tool does and what you remain responsible for yourself)<\/li>\n<li><strong>how data is protected<\/strong> (Swiss servers, FADP compliance, patients\u2019 access rights)<\/li>\n<\/ul>\n<p>The SAMS and the FMH emphasise that the use of AI must remain understandable, controllable and trustworthy. The authors of the JAMA study go even further: a doctor who communicates proactively about AI and names its concrete benefits for patients can not only dispel mistrust, but also strengthen the care relationship.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314718206\" ><h3 class=\"separator_off\" >When should the topic be addressed?<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780316676416{margin-bottom: 50px !important;}&#8221;]Not only when a patient asks the question. Information integrated from the very first contact, on <a class=\"notion-link-token notion-focusable-token notion-enable-hover\" tabindex=\"0\" href=\"https:\/\/info.onedoc.ch\/en\/blog\/all-specialties\/why-do-i-need-a-website-as-a-healthcare-professional\/\" rel=\"noopener noreferrer\" data-token-index=\"1\"><span class=\"link-annotation-unknown-block-id-243181994\">your website<\/span><\/a>, in welcome documents or in the waiting room, builds trust even before the consultation.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314744795\" ><h3 class=\"separator_off\" >Prepare yourself and your team for these questions<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1780314754968{margin-bottom: 50px !important;}&#8221;]Your patients have the right to ask you: where exactly is AI used? What was its contribution to the diagnosis? Who has access to my data and on which systems is it processed? Can they object to certain uses? Yes, this is a right enshrined in the revised FADP, not an exceptional demand.<\/p>\n<p>These questions can arise at any time during the consultation and not necessarily directly to you. If your team is not prepared to answer them clearly, the intended trust-building effect is reversed. Preparing consistent answers across the practice is therefore just as important as your own communication during the consultation.<br \/>\n[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1780314766754\" ><h2 class=\"separator_off\" >Conclusion: transparency makes AI more human<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1780314784545{margin-bottom: 50px !important;}&#8221;]AI replaces neither your expertise, nor your ability to listen, nor the relationship of trust you have built with your patients. When communicated well, it can in fact strengthen this relationship by freeing you from administrative tasks so you can focus on what truly matters.[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1780316686446{margin-bottom: 50px !important;}&#8221; el_class=&#8221;popmake-18722&#8243;]<\/p>\n<h3 style=\"text-align: center;\">\ud83d\udc49 <a href=\"#\">Talk to our advisors to learn more about OneDoc\u2019s digital solutions<\/a><\/h3>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1770815529901\" ><h2 class=\"separator_off\" >Sources<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1780316720134{margin-bottom: 50px !important;}&#8221;]<\/p>\n<ul>\n<li>JAMA Network Open (2025): a study on the perceptions of doctors who use AI, conducted among more than 1,200 adults. Researcher at Julius-Maximilians University of W\u00fcrzburg and Charit\u00e9 Berlin.<\/li>\n<li>Swiss Medical Association (FMH): documentation on areas of application for AI in medicine.<\/li>\n<li>Swiss Academy of Medical Sciences (SAMS): recommendations on the use of AI-generated information in medical practice.<\/li>\n<li>Digitalisation Initiative of Zurich Universities (DIZH): assessments regarding the development of AI in diagnosis and therapy.<\/li>\n<li>ETH Zurich: research into the \u2018black box\u2019 problem and the adaptation of ethical and legal frameworks to AI algorithms.<\/li>\n<li>itmagazine.ch \/ medinside.ch: articles on mistrust of AI-assisted medical recommendations.<\/li>\n<li>Revised Federal Data Protection Act (Revised FADP): legal basis for the processing of personal data in medical practices.<\/li>\n<li><a href=\"https:\/\/www.fmh.ch\/files\/pdf27\/20220914_fmh_brosch-ki_d.pdf\">K\u00fcnstliche Intelligenz im \u00e4rztlichen Alltag<\/a><\/li>\n<li><a href=\"https:\/\/www.computerworld.ch\/themen\/kuenstliche-intelligenz-ki\/immer-mehr-befragte-misstrauen-medizin-ki\">Immer mehr Befragte misstrauen Medizin-KI<\/a><\/li>\n<li><a href=\"https:\/\/www.medinside.ch\/de\/die-leute-glauben-dr-google-%E2%80%93-doch-dr-ki-trauen-sie-nicht-ueber-den-weg-20240726\">Die Leute glauben Dr. Google. Aber Dr. KI trauen Sie nicht &#8230;<\/a><\/li>\n<li><a href=\"http:\/\/www.netzwoche.ch\/news\/2020-03-04\/software-soll-medizinern-helfen-die-richtige-entscheidung-zu-treffen\">Eine ETH-Forscherin erkl\u00e4rt, was KI den \u00c4rzten bringt<\/a><\/li>\n<li><a href=\"https:\/\/www.samw.ch\/dam\/jcr:5457496f-8bd6-439b-a3be-33dbdab22ae3\/saez_artikel_kuenstliche_intelligenz_in_der_medizin_20250903.pdf\">Fortschritt und medizin- ethische Herausforderung<\/a><\/li>\n<li><a href=\"https:\/\/www.aerzteblatt.de\/news\/zwischen-fortschritt-und-vorbehalt-wie-kunstliche-intelligenz-die-arzt-patienten-beziehung-verandert-0a9dd907-f793-4a93-8348-6cde44a9a780\">Zwischen Fortschritt und Vorbehalt: Wie K\u00fcnstliche Intelligenz die Arzt-Patienten-Beziehung ver\u00e4ndert<\/a><\/li>\n<li><a href=\"https:\/\/www.mdr.de\/wissen\/medizin-gesundheit\/studie-ki-in-arztpraxen-sorgt-fuer-vertrauensverlust-100.html\">K\u00fcnstliche IntelligenzStudie zeigt Vertrauensverlust zu \u00c4rzten, die KI nutzen<\/a><\/li>\n<\/ul>\n<p><!-- notionvc: 81a533dc-aaaa-4c6b-bbdc-ca67b34dc665 -->[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row gap=&#8221;10&#8243; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_column_text css=&#8221;.vc_custom_1780314296471{margin-bottom: 50px !important;}&#8221;]Artificial intelligence is gradually becoming part of [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":40479,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[231],"tags":[],"class_list":["post-40494","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all-specialties"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>AI in medicine: how to 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