Perceptions Of Trust And Accountability In Ai-Assisted Triage Systems : A Qualitative Case Study of 1177 - Direkt Västerbotten

Sammanfattning

AI technologies are becoming more prominently used in healthcare. This study focuses on the 1177 - Direkt Västerbotten triage system and aims to identify how trust and accountability are perceived in AI-mediated healthcare encounters. The case study design, conducted in a qualitative manner, through inductively analyzed semi-structured interviews generated contextual but in-depth knowledge about the phenomenon at hand. In total, 8 interviews with users of the 1177 - Direkt Västerbotten system were analyzed, resulting in 50 themes that were then refined and grouped into 6 final themes, based on overlapping in meaning. The main findings of our study show that trust is context-dependent and influenced by transparency and human involvement in the healthcare process, while accountability, although perceived as shared between multiple actors, ultimately belongs to the human healthcare workers, pointing towards an analytical distinction between procedural and experienced accountability - the study’s main contribution to the field of information systems.