Although technology holds the potential to revolutionize healthcare, it is only as valuable as the trust it engenders – concluded experts at the World Health Summit 2024 (13-15 October, Berlin). A wrap-up of the panel discussion "Navigating Trust in Healthcare: Human Connection in the Digital Age.”
Unstable trust in stormy times
Digital health transformation – necessary to address current healthcare challenges – overlaps with geopolitical and social tensions, economic upheaval, uncertainty related to the rise of artificial intelligence, and the overall decreasing public trust in scientific institutions.
Some hope that digital health is a game-changer that will democratize healthcare. At the same time, some are skeptical, bringing up the example of social media, which was also supposed to bring people together but has led to the polarization of society and the breakdown of trust.
“Health moves at the speed of trust” – Dr. Karen DeSalvo, Chief Health Officer at Google, underscored the importance of trust as a factor for technology adoption in healthcare. “AI can perpetuate disparities if not governed and applied thoughtfully.” However, the risks shouldn’t stop us from using digital health to improve accessibility, reduce inequities, and empower patients and providers. What we need to do is to implement and govern technology carefully.
AI can do a lot, but it doesn’t mean it has to
Dr. Alain Labrique, Director of Digital Health & Innovation at the World Health Organization (WHO), said AI is a powerful tool requiring strict regulatory oversight to ensure safety, fairness, and equity. WHO sees AI’s great potential to improve healthcare by helping to fill workforce gaps and make the best use of resources. However, as technology develops quickly, many countries struggle to keep up with the necessary rules and infrastructure to use AI effectively.
Fresenius Group CEO Michael Sen added that healthcare is fundamentally a “human-to-human business,” emphasizing the role of AI as an enhancer of, rather than a replacement for, human touch in care. A successful digital health future requires a commitment to maintaining human connections and a framework for responsibly integrating technology.
According to Sen, AI will impact everything in healthcare, from surgical precision to drug discovery. “It’s a Promethean moment” comparable to the advent of electricity or the internet, with the potential to transform care delivery on an unprecedented scale. While AI could speed up drug discovery and improve patient care, the most incredible benefits would be meaningless if trust is not maintained.
For Dr. Labrique, the path forward for AI in healthcare begins with governance. WHO is working to help countries establish regulatory frameworks that ensure digital health solutions are safe, equitable, and aligned with the United Nations’ Sustainable Development Goals (SDGs). He noted that although over 120 countries have developed digital health strategies, the need for equitable access to technology remains critical.
His role – Dr. Labrique explained – is to bridge the gap between rapid digital innovation and the slower regulatory processes needed to protect patients and ensure technology benefits all. “Without robust governance, trust in digital health cannot be sustained.”
Misinformation can cost lives
When health information is easily accessible yet often unreliable, another challenge is to fight misinformation that undermines trust. For example, Google is leveraging AI to prioritize credible sources in search and on platforms like YouTube. Dr. DeSalvo noted that in countries where healthcare resources are scarce, high-quality online information is critical. However, she acknowledged that even the most advanced algorithms require a framework of human oversight and partnership to ensure they fulfill their intended role as tools for support rather than as final authorities.
Dr. DeSalvo – a physician herself – emphasized the importance of the patient-provider relationship. “No matter how powerful technology becomes, the human element in healthcare cannot be replaced,” she noted. For Google, the goal is to provide accurate health information and bolster the clinician-patient relationship by offering reliable resources that patients can trust. Misinformation, she argued, remains a significant obstacle, and Google’s approach is to work closely with public health authorities and experts to combat it effectively.
Patient outcomes first, technology second
Marelize Gorgens, Lead of the Digital and AI for Human Capital program at the World Bank, highlighted the potential of digital health tools to address healthcare inequities, especially in low-resource settings. Yet she cautioned that digital health could just as easily widen these gaps if implemented without foresight. “The goal is to bridge health disparities, but this requires more than mere access to digital tools – it demands context-sensitive solutions and investments in digital literacy,” according to Gorgens.
One of the good practices highlighted by the World Bank’s expert is a recent project in sub-Saharan Africa where telemedicine and mobile health tools significantly reduced infant mortality rates, even if challenges, including high costs, infrastructure limitations, and a lack of digital skills in many areas accompanied this success.
For Gorgens, technology is a powerful enabler, but she reminded that it is “neither good nor bad and is never neutral.” She called for continuous evaluation of digital health tools and cautioned against “digital experimentation” that prioritizes innovation over patient outcomes.
How to preserve humanity when technology is everywhere
“While younger generations may be more comfortable with digital tools, there is a risk that technology could undermine the fundamental human aspects of healthcare if not carefully managed,” according to Prof. Dr. Liam Smeeth, Director of the London School of Hygiene & Tropical Medicine (LSHTM). He highlighted the importance of critical thinking, empathy, and judgment – qualities that must remain central to healthcare education.
Following the principle that AI and machine learning should augment healthcare professionals rather than replace them, Prof. Smeeth advocates for a model of augmented intelligence rather than artificial intelligence. The goal is to enhance clinicians’ decision-making capabilities by training healthcare professionals on using digital tools along with strengthening essential skills like critical thinking, empathy, and building relationships with patients.
In the times of AI and digital health advancements, healthcare’s human-centered foundation must remain central. As healthcare systems and organizations continue integrating advanced technologies, the priority should be to ensure they enhance, not replace, the human connection in medical care. Lives and trust hang in the balance. The commitment to empathy, equity, and ethical oversight will determine the true success of healthcare’s digital transformation.
Next global event for healthcare's digital transformation: ICT&health World Conference, 28–30 January 2025, in the Netherlands.
