Use of a Medical Communication Framework to Assess the Quality of Generative Artificial Intelligence Replies to Primary Care Patient Portal Messages: Content Analysis.

Journal: JMIR formative research
Published Date: Jul 31, 2025

Abstract

BACKGROUND: There is growing interest in applying generative artificial intelligence (GenAI) to respond to electronic patient portal messages, particularly in primary care where message volumes are highest. However, evaluations of GenAI as an inbox communication tool are limited. Qualitative analysis of when and how often GenAI responses achieve communication goals can inform estimates of impact and guide continuous improvement.

Authors

  • Natalie S Lee
    Department of Internal Medicine, College of Medicine, The Ohio State University, 2050 Kenny Rd, suite 2400, Columbus, OH, 43221, United States, 1 614-814-1361.
  • Nathan Richards
    Department of Internal Medicine, College of Medicine, The Ohio State University, 2050 Kenny Rd, suite 2400, Columbus, OH, 43221, United States, 1 614-814-1361.
  • Jodi Grandominico
    Department of Internal Medicine, College of Medicine, The Ohio State University, 2050 Kenny Rd, suite 2400, Columbus, OH, 43221, United States, 1 614-814-1361.
  • Robert M Cronin
    Vanderbilt University Medical Center, Nashville, Tennessee.
  • Amanda K Hendricks
    Health System Informatics, The Ohio State University Wexner Medical Center, Columbus, OH, United States.
  • Ravi S Tripathi
    Department of Anesthesiology, Wexner Medical Center, The Ohio State University, OH 43210, USA.
  • Daniel E Jonas
    Department of Internal Medicine, College of Medicine, The Ohio State University, 2050 Kenny Rd, suite 2400, Columbus, OH, 43221, United States, 1 614-814-1361.

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