Evaluating the Role of Chatbot-Powered Applications in Enhancing Doctor-Patient Communication: Evidence from a Tertiary Healthcare Institution in Nigeria
Keywords:
chatbot technology; healthcare communication; artificial intelligence; doctor–patient interaction; digital health
Abstract
This study critically evaluates the role of chatbot-powered applications in enhancing doctor–patient communication at a tertiary healthcare institution in Nigeria. Specifically, it examines the level of awareness and usage, the effectiveness of chatbot mediated communication in improving clarity, responsiveness, and accessibility of medical information, as well as the challenges associated with its implementation. A sample of 283 respondents was determined using Taro Yamane’s formula from a population of 958, comprising both healthcare professionals and patients, with 270 valid responses analyzed. Data were collected through structured questionnaires and analyzed using descriptive statistics. The findings indicate a high level of awareness and moderate adoption of chatbot applications among respondents. The results further reveal that chatbot systems significantly improve communication efficiency by providing timely responses, simplifying medical instructions, and enhancing patient understanding. Additionally, the technology contributes to increased trust and engagement in healthcare interactions. However, several limitations were identified, including inadequate handling of complex medical inquiries, technical constraints, and concerns regarding data privacy and confidentiality. Despite these challenges, the overall impact of chatbot applications on healthcare communication is positive, suggesting their potential as complementary tools in clinical settings. The study recommends the integration of more advanced artificial intelligence features, continuous system optimization, enhanced data protection measures, and targeted training for both healthcare providers and patients. Policymakers are also encouraged to support the adoption of AI-driven communication systems to improve healthcare delivery outcomes. The study concludes that chatbot-powered applications can significantly transform doctor patient communication when effectively implemented and managed.
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References
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Msughter, A.E., Yar'Adua, S.M., & Ogechi, A.P. (2002). Information seeking behavior on Covid-19 vaccine among residents of Fagge Local Government Area of Kano, Nigeria. Journal of Positive School Psychology, 6 (9), 2526-2541.
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Olajubu, O. A., Adebayo, B. O., & Akinola, O. (2000). Effectiveness of a mobile health intervention on uptake of postnatal care in Osun State, Nigeria: A quasi-experimental study. PLOS ONE, 15(7), e0238911. https://doi.org/10.1371/journal.pone.0238911
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Phiri, M., Wesselink, M., & Brennan, A. T. (2003). Health chatbots in Africa: A scoping review. BMJ Global Health, 8(6), e012345. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10337242/
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Vaidyam, A. N., Wisniewski, H., Halamka, J. D., Kashavan, M. S., & Torous, J. B. (2009). Chatbots and conversational agents in mental health: A review of the psychiatric landscape. Canadian Journal of Psychiatry, 64(7), 456–464. https://doi.org/10.1177/0706743719828977.
Ahmed, M. O., & Msughter, A. E. (2002). Assessment of the spread of fake news of Covid-19 amongst social media users in Kano State, Nigeria. Computers in Human Behavior Reports, 6, 100189.
Airaoje, O. K., Aondover, E. M., Obada, A. A., Akin-Odukoya, O. O., & Ridwan, M. (2004). High Incidence of Different Drug Uses and Media Campaign on the Injection Method in Borno State, Nigeria. Konfrontasi: Jurnal Kultural, Ekonomi dan Perubahan Sosial, 11(4), 242-258.
Airaoje, O. K., Obada, A. A., & Msughter, A. E. (2003). A Critical Review on Gender Based Violence in Nigeria: Media Dimension. Humanities, 3(2), 9-16.
Aliough, T. D., Ovey, I. J., & Aondover, E. M. (2003). Examining perceptions of Kwande residents on traditional songs aired on Ashiwaves radio station for curbing the COVID-19 pandemic in Benue State. Environment and Public Health Research, 1(1), 1448-1448.
Aondover, P. O., Aondover, E. M., & Babele, A. M. (2002). Two nations, same technology, different outcomes: Analysis of technology application in Africa and America. Journal of Educational Research and Review, 1(1), 001-008.
Bibault, J. E., Chaix, B., Nectoux, P., Pienkowski, A., Guillemassé, A., & Brouard, B. (2009). Healthcare ex machina: Are conversational agents ready for prime time in oncology? Clinical and Translational Radiation Oncology, 16, 55–59.
Bickmore, T., Pfeifer, L., & Jack, B. (2010). Taking the time to care: Empowering low health literacy hospital patients with virtual nurse agents. Patient Education and Counseling, 79(1), 112–119.
Car, L. T., Dhinagaran, D. A., Kyaw, B. M., Kowatsch, T., Joty, S., Theng, Y. L., ... & Atun, R. (2000). Conversational agents in healthcare: A scoping review. Journal of Medical Internet Research, 22(10), e17158. https://doi.org/10.2196/17158
Chaix, B., Bibault, J.-E., Guillemassé, A., Pienkowski, A., Cousin, S., & Brouard, B. (2009). When chatbots meet patients: One-year prospective study of conversations between patients with breast cancer and a chatbot. JMIR Cancer, 5(1), e12856. https://doi.org/10.2196/12856
Hile, M. M., Msughter, A. E., & Babale, A. M. (2002). A Public Health Communication: Towards Effective Use of Social Marketing for Public Health Campaigns in Nigeria. Ann Community Med Prim Health Care, 5(1), 1002.
Katz, E., Blumler, J. G., & Gurevitch, M. (1974). Utilization of mass communication by the individual. In J. G. Blumler & E. Katz (Eds.), The uses of mass communications: Current perspectives on gratifications research (pp. 19–32). Beverly Hills, CA: Sage.
Kreps, G. L. (2010). Health communication inquiry and health communication contexts: The future of health communication research. Journal of Applied Communication Research, 39(2), 222–229. https://doi.org/10.1080/00909882.2010.556139
Kreps, G. L. (2010). Health communication inquiry and health communication contexts: The future of health communication research. Journal of Applied Communication Research, 39(2), 222–229. https://doi.org/10.1080/00909882.2010.556139
Liu, S. Y., Mahoney, M. R., & Sinsky, C. A. (2009). Ten ways artificial intelligence will transform primary care. Journal of General Internal Medicine, 34(8), 1626–1630.
Lyytinen, K., & Damsgaard, J. (2001). What’s wrong with the diffusion of innovation theory? In M. A. Ardis & B. L. Marcolin (Eds.), Proceedings of the IFIP TC8 WG8.1 Fourth Working Conference on Diffusing Software Products and Process Innovations (pp. 173–190). Boston: Springer.
Miner, A. S., Milstein, A., & Hancock, J. T. (2000). Talking to machines about personal mental health problems. JAMA, 323(23), 2373–2374.
Miner, A. S., Milstein, A., Schueller, S., Hegde, R., Mangurian, C., & Linos, E. (2006). Smartphone-based conversational agents and responses to questions about mental health, interpersonal violence, and physical health. JAMA Internal Medicine, 176(5), 619–625. https://doi.org/10.1001/jamainternmed.2006.0400
Montenegro, J. L. Z., da Costa, C. A., & da Rosa Righi, R. (2009). Survey of conversational agents in health. Expert Systems with Applications, 129, 56–67. https://doi.org/10.1016/j.eswa.2009.03.054
Msughter, A. E., Kuchi, M. G., & Abba, A. A. (2003). Critical Discourse Analysis of Traditional Medicine Outdoor Advertising and Public Health Issues in Northern Nigeria. Indigenous Language for Social Change Communication in the Global South, 39.
Msughter, A. E., Yar’Adua, S. M., & Maradun, L. U. (2000). Influence of Cultural Practices on Maternal Morbidity and Complications in Katsina-Ala Local Government Area of Benue State, Nigeria. International Journal of Health, Safety and Environment, 6(9), 670-681.
Msughter, A.E., Yar'Adua, S.M., & Ogechi, A.P. (2002). Information seeking behavior on Covid-19 vaccine among residents of Fagge Local Government Area of Kano, Nigeria. Journal of Positive School Psychology, 6 (9), 2526-2541.
Nadarzynski, T., Miles, O., Cowie, A., & Ridge, D. (2009). Acceptability of artificial intelligence (AI)-led chatbot services in healthcare: A mixed-methods study. Digital Health, 5, 1–12. https://doi.org/10.1177/2055207619871808
Namadi, H. M., & Aondover, E. M. (2000). Survey of reproductive health information seeking behavior among pregnant women in some selected hospitals in Kano Metropolis. Biomed J Sci & Tech Res/BJSTR. DOI, 10, 1984-1987.
Obada, A. A., Airaoje, O. K., Okuneye, A. P., Collins-Dike, J., & Msughter, A. E. (2004). Media Role on the Burden of Non-Communicable Diseases in Nigeria. Clin Case Rep Int. 2004; 8, 1652.
Obada, A. A., Msughter, A. E., Namadi, H. M., & Nongubee, T. (2001a). Hyper prevalence of malnutrition in Nigerian context. Biomedical Journal of Scientific & Technical Research , 39 (1), 30916-30925.
Obada, AA, Abba, AA, & Msughter, AE (2001b). Pregnancy Induced Hypertension in Kabo Local Government Area of Kano State, Nigeria. Biomedical Journal of Scientific & Technical Research , 39 (4), 31458-31466.
Ogundaini, O. O., et al. (2001). Integration of mHealth ICTs into point-of-care clinical work: Opportunities and challenges in Nigeria. Journal of Global Health Reports, 5, e2001084. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8552092
Ogunyemi, A. O., & Olatunji, R. W. (2001). Health communication challenges in Nigeria: Implications for COVID-19 response. African Journal of Health Communication, 4(1), 12–25.
Olajubu, O. A., Adebayo, B. O., & Akinola, O. (2000). Effectiveness of a mobile health intervention on uptake of postnatal care in Osun State, Nigeria: A quasi-experimental study. PLOS ONE, 15(7), e0238911. https://doi.org/10.1371/journal.pone.0238911
Pate, UA, Yar'Adua, SM, & Msughter, AE (2000). Public awareness, knowledge and perception of Covid-19 in Tarauni LGA and Kano metropolitan area of Kano State, Nigeria. Media & Communication Currents, 4 (2), 52-69.
Phiri, M., Wesselink, M., & Brennan, A. T. (2003). Health chatbots in Africa: A scoping review. BMJ Global Health, 8(6), e012345. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10337242/
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). New York, NY: Free Press.
Street, R. L., Makoul, G., Arora, N. K., & Epstein, R. M. (2009). How does communication heal? Pathways linking clinician–patient communication to health
Topol, E. (2009). Deep medicine: How artificial intelligence can make healthcare human again. New York, NY: Basic Books.
Vaidyam, A. N., Wisniewski, H., Halamka, J. D., Kashavan, M. S., & Torous, J. B. (2009). Chatbots and conversational agents in mental health: A review of the psychiatric landscape. Canadian Journal of Psychiatry, 64(7), 456–464. https://doi.org/10.1177/0706743719828977.
Published
2011-01-01
How to Cite
Chinedu Okafor. (2011). Evaluating the Role of Chatbot-Powered Applications in Enhancing Doctor-Patient Communication: Evidence from a Tertiary Healthcare Institution in Nigeria. Konfrontasi: Jurnal Kultural, Ekonomi Dan Perubahan Sosial, 1(1), 12-19. Retrieved from https://www.konfrontasi.net/index.php/konfrontasi2/article/view/373
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