Influences on trust in the use of AI-based triage-an interview study with primary healthcare professionals and patients in Sweden

Introduction Artificial intelligence (AI) has the potential to improve the quality and efficiency of medical triage in primary care. However, there are many uncertainties related to its use. Trust in these systems is important for successful integration and advancement into healthcare, yet this remains an understudied issue. Understanding the influences on trust in the actual use of AI is necessary for developing effective implementation strategies.Objective This study aimed to explore the influences on trust of healthcare professionals and patients in the use of AI-based triage in primary care in Sweden.Methods We applied qualitative study design using an inductive approach based on semi-structured interviews with 14 healthcare professionals and 12 patients in two regions in Sweden. The participants had experience of using AI-based triage in primary care. The interviews were transcribed verbatim and analyzed with reflexive thematic analysis to explore the influences on trust.Results Healthcare professionals and patients experienced three types of influences on their trust in the use of AI-based triage in primary care: (1) provision of accurate patient information, (2) alignment with clinical expertise, and (3) supervision of patients' health and safety. Their experiences across these themes varied only in terms of the influence of experience-based knowledge. Both healthcare professionals and patients emphasized the importance of constructive dialogue, along with clear instructions for the use and storage of information.Conclusions The results demonstrate that building trust in AI requires improved interaction to ensure that the system is adapted to the users' competencies and level of expertise. The generalizability of these insights is limited to AI-based triage in primary care in Sweden. Future research should explore trust in AI across different healthcare settings to inform policy, as well as to ensure safe use and design of AI applications.