Tips for Talking to Families: Addressing AI Errors with Empathy

AI is rapidly transforming how people access information. While it offers incredible convenience, recently we've seen instances where AI tools provide incorrect or outdated information, especially concerning Cook Children's services. For example, a family might use an AI tool to find details about a specific location and receive inaccurate information pulled from various online sources. They might not even realize this information didn't come directly from Cook Children's.

This can lead to difficult situations. When families arrive for appointments with incorrect details, it can feel like a miscommunication on our part, adding unnecessary stress during an already challenging time.

These moments can be confusing and frustrating for families. However, your compassionate and accurate response can turn a misunderstanding into an opportunity to build trust and strengthen our connection with them.

Here are a few tips on how to respond to families when these errors due to AI occur:

How to Respond: A Compassionate Approach

Your empathy, guidance, and quick thinking make all the difference. Here’s how to handle these situations using our service recovery model Listen, Empathize, Acknowledge, and Problem Solve (LEAP):

Listen: Listen with a Quiet Mind

• Try to see the situation through the eyes of the patient or caregiver.
• Listen closely—not just to their words, but also their tone and body language.
• Remember: they’re upset with the situation, not with you personally.

Empathize: Respond with Empathy

• Use soft, warm and caring tone of voice
• Validate their feelings. Try saying:
  • “I can see this was confusing. Thank you for letting me know.”
  • “I’d be frustrated by that information too.”

Acknowledge: Empower and Collaborate

• Let families know you’re there to partner with them in getting the right care.
• If you’re unsure about something, reach out to a teammate or supervisor for support.
• Apologize and try saying:
  • “I am very sorry you had that experience.”

Problem Solve: Provide Clear, Personal Guidance 

• Use simple, clear language—avoid medical jargon—to ensure they feel informed and understood.
• Briefly explain that AI tools sometimes pull information from the wrong sources.
• Kindly clarify any misinformation the family received.
• Walk them through the right steps or personally guide them to the correct location.
• Involve families in the solution. For example:
  • “Would you like me to call the clinic and explain what happened?”
  • “Is there anything else I can do for your family while we work this out?”

Fostering a Culture of Listening and Improvement

At Cook Children’s, we believe improvement comes from continuous listening and learning. When you handle an AI error with empathy, openness, and collaboration, you help strengthen trust in our healthcare system.

• Share your experiences and suggestions with your team.
• Stay open to feedback from families and colleagues, knowing that together, our collective wisdom makes our experience truly one-of-a-kind.

Elevating the Experience

Every team member shapes the Cook Children’s experience, especially when navigating new technologies. By responding with kindness and patience, acknowledging families’ frustrations and collaborating to find a solution, you help families feel supported, even when things don’t go perfectly.

Have a story to share?

If you’ve helped turn an AI mix-up into a positive moment for a patient or family, we’d love to hear about it. Your insight could inspire and empower your peers. Email us at patientexperience@cookchildrens.org.

Together, we can turn the challenges of technology into opportunities for care, connection, and collaboration.