Artificial Intelligence and its Impact on Advancing Patient Experience

New report from The Beryl Institute highlights opportunities, challenges, and strategies for using AI in healthcare without losing the human touch.

NASHVILLE, Tenn., Oct. 9, 2025 /PRNewswire/ -- A new paper released today, Defining and Advancing the Use of AI in Healthcare Experience, examines how Artificial Intelligence (AI) can be responsibly integrated into healthcare to enhance patient experience, support care teams, and strengthen trust across systems. Grounded in survey findings, real-world applications, and interviews with AI experts, clinicians, and experience professionals, the report offers a practical, human-centered perspective on AI adoption. It emphasizes that technology should be used to support—not replace—connection, judgment, and patient partnership in healthcare. Survey findings show that about 30% of healthcare organizations are using AI to support their experience efforts to some or great extent.

Key Findings 

The report underscores the need for robust governance, aligned workflows, and high-quality data input to realize AI's full potential. When thoughtfully implemented, AI can enhance safety, efficiency, and patient-centered care—without compromising the human touch that defines healing. Other key takeaways include: 

• AI bridges organizational silos, clarifies priorities, and connects staff, patients, and leadership.
• AI has the potential to level the playing field, ensuring consistent, high-quality care for all patients.
• By automating routine tasks, AI frees clinicians to focus on meaningful human connection.
• Successful adoption requires knowledge, workflow alignment, infrastructure, and trust.
• Strong frameworks are essential to ensure AI is safe, ethical, and clinically meaningful.
• AI augments—rather than replaces—human judgment and relationships in care.

"While healthcare organizations are engaging in AI generally, they are using it much less for their experience efforts. This reveals a significant opportunity, as most in healthcare believe AI will ultimately support their ability to positively impact the human experience," said Jason Wolf, President and CEO of The Beryl Institute. "We are encouraged to see that the State of Human Experience 2025 study shows AI holding the top spot in anticipated investment related to experience efforts going forward."

The full report is available here.

SOURCE The Beryl Institute