Publication:

Beyond Google: association between pre-consultation AI chatbot use and healthcare-seeking behaviour among adult outpatients in a cross-sectional study

Background Artificial intelligence (AI) chatbots are increasingly used by the public to obtain health-related information before consulting healthcare professionals. Although these tools have improved access to health information, their association with healthcare-seeking behaviour remains insufficiently explored, particularly in real-world outpatient settings. This study aimed to assess the association between pre-consultation AI chatbot use and healthcare-seeking behaviour among adult outpatients.

Methods A quantitative observational cross-sectional study was conducted among 350 adult outpatients attending two selected healthcare facilities. Data were collected using a structured interviewer-administered questionnaire. Descriptive statistics were used to summarize participant characteristics and AI chatbot use. Associations between pre-consultation AI chatbot use and healthcare-seeking behaviour were analysed using the Chi-square test, and odds ratios (ORs) with 95% confidence intervals (95% CIs) were calculated.

Results Of the 350 participants, 230 (65.7%) reported using an AI chatbot before consulting a doctor. ChatGPT was the most frequently used platform, and obtaining quick health information was the most common reason for AI chatbot use. AI chatbot users had significantly higher odds of practising self-medication than non-users (OR=5.01; 95% CI: 2.48-10.14; p<0.001). However, no statistically significant association was observed between AI chatbot use and delayed doctor consultation (OR=0.79; 95% CI: 0.50-1.23; p=0.290).

Conclusions Pre-consultation AI chatbot use was common among adult outpatients and was significantly associated with self-medication but not with delayed medical consultation. These findings suggest that AI is increasingly influencing patients’ healthcare decisions before professional consultation. Promoting digital health literacy and encouraging the responsible use of AI as a supportive information resource may help reduce inappropriate self-medication while supporting informed healthcare-seeking behaviour.