Exploring the perceptions of patients and health care professionals on the use of chatbots as a supportive tool for patients undergoing radiotherapy

Abstract

This study explored the feasibility, development, and usability evaluation of integrating chatbots into radiotherapy care for cancer patients at the local oncology hospital. The aim was to assess patient and healthcare professional (HCP) perceptions regarding chatbot integration. Phase 1 investigated perceptions through questionnaires, revealing that 71.7% of patients and 78.7% of HCPs viewed chatbot integration positively, indicating feasibility and acceptance among both groups. Demographic analysis highlighted age and education as influential factors in chatbot acceptance, with top features including obtaining information about the radiotherapy department, receiving reminders about treatment preparation or appointments, and accessing imaging results. In Phase 2, semi-structured interviews were conducted with patients and HCPs to further explore their views on chatbot integration. Both groups viewed chatbots as valuable tools for enhancing the radiotherapy experience, particularly in providing quick access to information and streamlining administrative tasks. However, the importance of maintaining a human touch in patient care and addressing privacy and security concerns were highlighted. Subsequently, a chatbot prototype named "Anthony" was developed using Google Dialogflow, focusing on key functionalities identified in the Feasibility Study. The usability study yielded high satisfaction scores (patients: SUS score of 82, HCPs: SUS score of 75.5), indicating strong acceptance and potential for improving patient care and communication. Conclusions suggest that chatbots have broad acceptance among patients and HCPs and can enhance support in radiotherapy care. Recommendations include iterative refinement, expanding chatbot capabilities, integrating into healthcare systems securely, and extending availability to other languages. In conclusion, this study demonstrates the feasibility, successful development, and high usability of a chatbot prototype for patients undergoing pelvic radiotherapy.