Abstract
People increasingly use Google and ChatGPT to obtain health information before consulting healthcare professionals. This study compares the two platforms across accessibility, clarity, trustworthiness, empathy, accuracy, and risk. It also introduces the TRUST framework (Traceability, Realism, Understandability, Safety Orientation, and Timeliness) for evaluating digital health information systems. The findings show that Google provides broad and verifiable information, while ChatGPT improves understanding through conversational interaction. The study highlights the potential of combining both approaches to support safer and more reliable digital healthcare.
Paper Type
Poster
DOI
10.62036/ISD.2026.131
From Search to Synthesis: Trust, Risk, and Responsibility in Google and ChatGPT as First-Contact Health Advisors
People increasingly use Google and ChatGPT to obtain health information before consulting healthcare professionals. This study compares the two platforms across accessibility, clarity, trustworthiness, empathy, accuracy, and risk. It also introduces the TRUST framework (Traceability, Realism, Understandability, Safety Orientation, and Timeliness) for evaluating digital health information systems. The findings show that Google provides broad and verifiable information, while ChatGPT improves understanding through conversational interaction. The study highlights the potential of combining both approaches to support safer and more reliable digital healthcare.
Recommended Citation
Masood, S. & Albashrawi, M.(2026). From Search to Synthesis: Trust, Risk, and Responsibility in Google and ChatGPT as First-Contact Health Advisors. In M. Valenta, B. Mannová, R. Pergl, A. Przybylek, M. Lang, H. Linger, C. Schneider, N. Iivari, & E. Insfran (Eds.), Making ISD Sustainable: Reloaded with AI and Automation (ISD2026 Proceedings). Prague, Czech Republic: Czech Technical University in Prague. ISBN: 978-80-01-07585-2. https://doi.org/10.62036/ISD.2026.131