Perceptions and Insights: Qualitative Assessment of an AI-assisted Triage and Online Psychotherapy Program in a Hospital Mental Healthcare Setting

Abstract

Artificial intelligence (AI) is increasingly integrated into healthcare systems to support decision-making, triage, and treatment delivery. Despite its promise, adoption remains limited, particularly in mental healthcare, due to persistent concerns about trust, transparency, and systemic barriers. This thesis presents a two-part qualitative study investigating patient and care provider experiences and perceptions of an AI-assisted triage and online psychotherapy program in a real-world clinical setting. The first portion of this thesis involved an analysis of data collected through an anonymous post-intervention survey. The second portion consisted of semi-structured interviews with patients and providers. Data collected from the surveys and interviews were analyzed using thematic analysis. The findings highlight a complex interplay of optimism and skepticism: while participants recognized increased efficiency, reduced wait times, and emotional validation through the platform, concerns around digital and health literacy, data privacy, and alienation of care were prominent. The study underscores the importance of human-centered design and contextual integration in AI deployment. By amplifying user voices, this research contributes critical insight into real-world implementation challenges and offers guidance for more ethical, inclusive, and sustainable digital mental health practices.