Public Trust and Perception of AI-Powered Health Chat Bots: A Qualitative Study of Digital Symptom Checkers in Ireland
| dc.contributor.author | Pradeep, Theertha | |
| dc.date.accessioned | 2025-12-22T09:54:09Z | |
| dc.date.available | 2025-12-22T09:54:09Z | |
| dc.date.issued | 2025 | |
| dc.description.abstract | The growing popularity of artificial intelligence (AI) in the healthcare industry has facilitated the implementation of AI-powered symptom checkers (SCs) that can be used to give patients immediate access to health-related information. Although they have potential, little is known about the issues of trust, usability, and integration into the current healthcare systems in Ireland. This paper explored the attitudes and perception of SCs among young adults in Ireland, with the view to determine the factors that affect their uptake and sustained use. The qualitative interpretivist design was used with semi-structured interviews of participants aged 18-35. Data were analysed thematically to identify both cognitive and affective side of trust. The results indicated that, although SCs are valued as convenient, discrete and a source of reassurance about minor ailments, participants were skeptical about complex or urgent care. It was revealed that trust is a complex phenomenon, which depends on accuracy, emotional appeal, transparency, personalization, and past medical experiences. Users often used chatbot suggestions in conjunction with other sources or consultations with professionals and did not regard SCs as alternatives to healthcare providers. The obstacles to adoption were unclear or over-cautious outputs, lack of empathy in design, issues of data privacy and no formal regulation. On the other hand, integration into government healthcare systems and acceptance by HSE were regarded as ways of becoming more accepted. This study adds to the knowledge of technology acceptance and trust in medical AI and provides recommendations on empathetic design, transparent communication, regulatory oversight, and prudent personalization as ways to promote sustainable adoption. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14136/291 | |
| dc.title | Public Trust and Perception of AI-Powered Health Chat Bots: A Qualitative Study of Digital Symptom Checkers in Ireland | |
| dc.type | Thesis |