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A woman touches a screen on a robot at the outpatient hall of People’s Liberation Army General Hospital in Beijing, China, on March 16, 2017. Photo: Reuters
OpinionLetters

Letters | AI’s dispassionate gaze could be just what the doctor ordered

  • Readers discuss why worries about AI being unable to provide the human touch in healthcare are overblown, the need for greater digitisation of government and business processes, and an inspiring example of efficiency
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No matter where you live, you have probably experienced the frustration of a long wait at clinics or hospitals, especially during long weekends. With the growing prevalence of artificial intelligence, the question naturally arises: can AI take on some medical consultation responsibilities, thereby curtailing wait times?
The debate often centres on whether AI can emulate the empathy, intuition and human connection provided by skilled healthcare providers. The reality, however, is that the fleeting moments we share with our doctors during most consultations often prove inadequate for forging meaningful connections.

The doctor-patient relationship, meant to be a sacred bond, has been compromised by the demands of efficiency. It is therefore somewhat paradoxical to discuss whether AI could replace an aspect of healthcare that, in many instances, has already dwindled to a near absence.

If the human touch were to be utterly extinguished, it might be advantageous to patients. An overlooked aspect of the AI in healthcare debate is the potential for AI’s dispassionate algorithms to provide a sanctuary where patients can freely share their complete personal narratives. Just as people now turn to Google for answers to their most embarrassing and intimate questions, AI could offer a space for patients to discuss their symptoms, habits and concerns without the fear of judgment often felt under the human gaze.

Despite the promise AI holds, unresolved ethical dilemmas and issues of accountability suggest that full reliance on AI for medical counsel is still premature and inadvisable. The doctors’ strike in South Korea is a reminder that the medical field, steeped in tradition, has long found adapting to change challenging. Implementing reforms in such a complex system requires careful consideration and a gradual approach.

It would be more pragmatic at this moment to view AI as a complementary tool. Just as the introduction of X-rays and MRIs revolutionised diagnosis and treatment, AI has the potential to transform the medical landscape.

Rob Yau, Kennedy Town

More digitisation needed to improve efficiency

To complement big plans to enhance Hong Kong business competitiveness, there are some government and business processes that can be improved so that efficiency is enhanced in line with our competitors.

First, more can be done to promote the use of e-signatures. Some government departments, financial institutions, legal processes and others still insist on wet signatures for documents, incurring wastage of time and sometimes money. We must do more to popularise the use of e-signatures – perhaps enhanced through the iAM Smart platform – for government and legal documents as much as possible.

Second, we must simplify the address proof process. While the government offers a centralised service for some departments, others are not covered by it and neither are banks and other important organisations. Why can’t we have a centralised organisation where one can update one’s address for all departments? It would be even better if this service could be linked to financial and other organisations too, saving everyone time, cost, paper and frustration, and improving efficiency and accuracy.

Then there’s property conveyancing. The buying and selling of property involves lawyers reviewing all the historical documents, the so-called title deeds. These get thicker as they change hands. Some places that follow the common law system, such as Singapore and the United Kingdom, now have a digital title deed system. Why can’t Hong Kong follow suit and ditch a legacy system that benefits those with vested interests?

Having pages of physical documents to sign is only damaging our once-vaunted efficiency and causing us to lag behind others. We need a bold mindset to remain competitive.

Freeing up those engaged in mundane work would enable the redirection of human resources to areas experiencing manpower shortage, like healthcare and education.

The government could consider setting up an independent task force to collect feedback, design and implement changes, and encourage the regulatory bodies and the business community to follow suit.

Edward Lee, Wong Chuk Hang

Estate manager’s efficiency sets commendable example

From the restroom window of my apartment, I can see the restroom of the unit opposite. One day, a strong stench alerted me to the bursting of the sewage pipe of the opposite unit. However, the owner of that flat was unwilling to address the problem immediately due to financial issues.

Concerned about the impact on my family’s health, I requested the assistance of Ms Li, the manager of my housing estate, who immediately took action. She sent people to the opposite unit to conduct repairs and also dispatched a team to disinfect my restroom.

The workers who arrived wore blue protective suits and carried out thorough cleaning and disinfection. I was impressed by their professionalism.

Afterwards, I wrote a commendation letter to the management company, praising Ms Li for her prompt action and the professionalism of her team. Ms Li was promoted to regional manager.

This incident made me think. In Hong Kong, the government’s efficiency is often questioned, and many issues, such as that of subdivided flats, remain unresolved. However, during this small incident, I witnessed the high efficiency and sense of responsibility demonstrated by my housing estate manager and her team.

If the government could solve livelihood issues with such speed and efficiency, it would be a blessing for all of us.

David Chan, Yau Ma Tei

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