ORIGINAL RESEARCH article
Front. Digit. Health
Sec. Health Technology Implementation
Volume 7 - 2025 | doi: 10.3389/fdgth.2025.1565080
This article is part of the Research TopicAdvances in Artificial Intelligence Transforming the Medical and Healthcare SectorsView all 12 articles
Influences on trust in the use of AI-based triage - An interview study with primary healthcare professionals and patients in Sweden
Provisionally accepted
- 1Halmstad University, Halmstad, Sweden
- 2Linköping University, Linköping, Östergötland, Sweden
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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. 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. 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.
Keywords: Trust, artificial intellicence, AI-based triage, Primary Care, interview study
Received: 22 Jan 2025; Accepted: 30 Apr 2025.
Copyright: © 2025 Steerling, Svedberg, Nilsen, Siira and Nygren. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) or licensor are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
* Correspondence: Emilie Steerling, Halmstad University, Halmstad, Sweden
Disclaimer: All claims expressed in this article are solely those of the authors and do not necessarily represent those of their affiliated organizations, or those of the publisher, the editors and the reviewers. Any product that may be evaluated in this article or claim that may be made by its manufacturer is not guaranteed or endorsed by the publisher.