06Jun

The world may be lauding healthcare workers as heroes, but the professionals themselves are exhausted, worn down physically and emotionally by their efforts to treat the sick and stem the COVID pandemic.

“The pandemic has had a terrific strain on nurses,” Dr. Ernest Grant, president of the American Nurses Association, told ABC News.

As the COVID death toll reached a half million, the network broadcast a special report on the looming mental health crisis among frontline medical professionals.

“It’s hard for us health care workers,” said respiratory therapist Kelsey Copely. “I’ve seen more deaths these past few months than I had seen in years, and it’s not normal and it takes a lot. It takes a toll on someone’s mental health.”

A 2018 study of physician suicides estimated that 300 to 400 physicians commit suicide annually. It’s too early to assess the impact of the pandemic on doctors, though the American Medical Association says stress levels have risen.

“Acute stress among physicians, which was already significant before the pandemic, has increased dramatically for many physicians during the last several months as the pandemic has brought new challenges and exceptional demands,” AMA President Dr. Susan R. Bailey told ABC.

Last March, as the number of hospitalizations was rising quickly and the country was heading to a shutdown, Dr. Mona Masood, a psychiatrist, began enlisting other psychiatrists to provide mental health support for doctors and medical students.

“It was very clear that physicians did not know how to reassure themselves or take care of their mental health,” Masood said.

Since last year, the free confidential support service has fielded thousands of calls from physicians and students.

“Almost all of them start off with ‘I’m so sorry for taking your time. I’m so sorry taking this resource.’ And that speaks to that implicitness of others should be taken care of before me,” Masood said in an interview just a few months after the hotline launched.

One reason more doctors, nurses and other frontline healthcare workers don’t seek help is worries over losing their license to practice.

ABC News said many medical licensing applications probe deeply into the applicant’s mental health, even going beyond what is allowed by law. The Journal of the American Academy of Psychiatry and the Law found that in 2018 only 18 states complied with the law about mental health questioning on physician licensing applications.

Last year, the American Medical Women’s Association (ANWA) launched the Humans Before Heroes initiative to reform licensing questions to remove the fear that by getting mental health help a professional might be denied or lose a license.

Says the AMWA, “It is critical that we remove all barriers to care-seeking so no frontline hero is left sacrificing themselves for others. Mental health treatment must be normalized and encouraged.”

Image by Darko Stojanovic

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AI Chatbots Could Ease Demand on COVID-19 Hotlines

A solution to overtaxed COVID-19 hotlines could be only a chatbot away.

Researchers from the Indiana University Kelley School of Business found that when callers felt comfortable in the chatbot’s ability they considered the bot at least as good as a human.

“The primary factor driving user response to screening hotlines — human or chatbot — is perceptions of the agent’s ability,” said Alan Dennis, chair of internet systems at Kelley and corresponding author of the paper to be published in the Journal of the American Medical Informatics Association.

“When ability is the same, “he said, “Users view chatbots no differently or more positively than human agents.”

Noting that, as they write in their report, “The sudden unprecedented demand for [COVID-19] information is overwhelming resources,” Dennis and three other researchers set out to learn if people would use a chatbot and follow its advice. They presented text chats between callers and agents. Each study participant saw the same exact chat. Some were told the agent was a bot; others were told it was a human.

The researchers found the participants biased, believing the chatbots less able than a human agent. Those who trusted the provider of the chatbot service were more comfortable in the bot’s ability.

“The results show that the primary factor driving patient response to COVID-19 screening hotlines (human or chatbot) is users’ perceptions of the agent’s ability,” the researchers wrote. Driving that perception is the user’s trust in the provider of the screening hotline.

“A secondary factor for persuasiveness, satisfaction, likelihood of following the agent’s advice, and likelihood of use was the type of agent, with participants reporting they viewed chatbots more positively than human agents.”

“This positive response may be because users feel more comfortable disclosing information to a chatbot, especially socially undesirable information, because a chatbot makes no judgment,” they theorized.

To make hotline callers more comfortable and confident speaking with a chatbot, the researchers suggest the sponsoring organization develop “a strong messaging campaign that emphasizes the chatbot’s ability. Because trust in the provider strongly influences perceptions of ability, building on the organization’s reputation may also prove useful.”

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