Use of Generative AI throughout the Patient Healthcare Journey: An Exploratory Study

Samar Benina, Inès Chouk () and Aïda Mimouni ()
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Samar Benina: CY - CY Cergy Paris Université
Inès Chouk: CY - CY Cergy Paris Université
Aïda Mimouni: CY - CY Cergy Paris Université

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Abstract: 2025). The democratization of the use of tools such as ChatGPT, Claude, or Mistral by patients is progressively reshaping how they access information, interpret symptoms, prepare for consultations, manage uncertainty and navigate their healthcare journey (Cao et al., 2026; Dullabh et al., 2026; Traylor et al., 2025). Despite the rapid diffusion of these practices, relatively little research has focused on these new behaviors. In this context, the aim of this research is to better understand how the patients use GenAI throughout their healthcare journey and how this use reshapes the patient-physician relationship. To this e discourses on the web. 745 contributions from three online communities (Reddit, Facebook, Doctissimo) were analyzed. The findings highlight that (1) GenAI plays a pervasive role across the stages of the healthcare journey and enhances patient empowerment, (2) reconfigures the patient-physician relationship by introducing a new form of intermediation and (3) generates risks associated with overtrust, overreliance and privacy issues.

Keywords: discours de patients en ligne; empowerment du patient; parcours de santé; patient empowerment IA générative; patients online discourses; healthcare journey; Generative AI; patient empowerment IA générative parcours de santé discours de patients en ligne empowerment du patient; Generative AI healthcare journey patients online discourses (search for similar items in EconPapers)
Date: 2026-09-03
Note: View the original document on HAL open archive server: https://hal.science/hal-05775345v1
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Published in Colloque Marketing Digital, Jean Francois Lemoine, Sep 2026, Paris, France

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