The Quebec government is implementing a mandatory artificial intelligence system called Navig across family medicine groups, but clinics are reporting that the tool is creating more problems than solutions. Designed to streamline appointment bookings and triage patients, the AI requires receptionists to ask personal health questions, leading to complaints about inefficiency and privacy concerns.
Clinics Voice Frustrations Over AI Implementation
Dr. Mark Buch, a family physician and medical director at Santé Mont-Royal, describes Navig as "utterly useless." He argues that the system adds barriers for patients who prefer direct doctor consultations and forces non-medical staff to handle sensitive inquiries. This has resulted in increased patient dissatisfaction and operational delays, contrary to the tool's promise of saving time.
Privacy and Practical Issues Arise
Tina Donaldson, office manager at Santé Mont Royal, highlights the awkwardness of receptionists asking intimate questions, such as those about suicidal thoughts or vaginal discharge, in crowded waiting rooms. This compromises patient confidentiality and places undue stress on staff, who lack medical training for such tasks. Additionally, the AI's questionnaire, marketed as taking 90 seconds, often extends longer due to patients providing detailed responses instead of simple yes-or-no answers.
Government and Developer Perspectives
Marianne Paquette, a spokesperson for Santé Québec, explains that Navig is part of the broader Votre Santé platform aimed at improving access to frontline health services. The government is covering the $20.6 million cost, with plans to deploy the tool in 650 clinics by June. Bertrand Bolduc, general manager of vitr.ai, the software developer, asserts that the AI can redirect 13-18% of patients to more appropriate care providers, such as nurses or pharmacies, freeing up doctor appointments and collecting data to optimize clinic resources.
Mixed Results and Future Implications
Despite these intentions, clinics like Santé Kildare report unexpected outcomes, such as incorrect referrals for well-baby checkups or back pain cases. Dr. Michael Kalin notes that the system "requires a heavy human touch—and not in a good way," suggesting it replaces decision-making with rigid automation. As Quebec pushes forward with this technology, the debate continues over whether AI can truly enhance healthcare efficiency or if it merely adds another layer of complexity to an already strained system.
