Human-Based vs. AI-Based Diagnosis for Anamnesis Tertiarization: The Roles of Patients’ Psychological Adaptation and e-healthcare Ethical Concern

Tertiarization can reshape healthcare services e.g., by redesigning preliminary anamnesis and diagnosis before specialist referral. In this study, trough an experimental research design, we examine the effects of AI-driven diagnostic tertiarization compared to human-led consultations. Findings interestingly show that AI-based diagnosis (vs. human-based diagnosis) enhances patients’ intention to follow medical initial recommendations through psychological adaptation to technology. However, ethical concerns about e-health services moderate this effect, as higher concerns reduce psychological adaptation, weakening AI’s positive impact. These results highlight the need to balance technological efficiency with ethical and psychological factors to foster AI acceptance in healthcare.