Abstract

Patients and general practitioners often face persistent challenges during consultations. Drawing on interviews and a review of extant literature, we explore the challenges encountered in GP consultations and the role of technologies in mitigating them. We identify time constraints, communication issues, conflicting patient expectations, and administrative burdens as the main challenges stakeholders face in GP consultations. We further uncover a significant gap between the technologies reported in the existing literature and those used in practice, such as AI documentation assistants and practice management systems, which offer remarkable yet incomplete solutions. No existing technologies address time constraints, relational and expectation management issues in GP consultations. We propose integrating an AI chatbot as a boundary spanner to facilitate trust-building, manage patient expectations upfront, and streamline administrative tasks. These insights lay the groundwork for setting objectives for the proposed solution and subsequent stages of the design science project, aimed at transforming patient-GP interactions.

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