Alexa, order pills to cure my migraine now

OPINION: Amazon is working with Britain's National Health Service to provide reliable Alexa answers to simple medical queries like "how do I treat a migraine" or "what do chickenpox look like".

The service is aimed at those that might struggle to operate screen-based web searches for health advice, such as the elderly or blind.

The British government claims this partnership will provide National Health Services (NHS)-verified information within seconds, through the AI-powered voice assistant.

This voice-assistant service is another bold step in the digital transformation journey of an arguably archaic system.

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Secretary of State for Health and Social Care, Matt Hancock said: "Technology like this is a great example of how people can access reliable, world-leading NHS advice from the comfort of their home, reducing the pressure on our hardworking GPs and pharmacists."

But I'm not totally sold on the innovation.

On the face of it, it seems like a win for everyone. The NHS is able to expand the reach of its preventive and DIY treatment recommendations. And Amazon boosts the appeal of Alexa thanks to its responsibly-sourced data.

However, the announcement has been met with scepticism and concern. Especially around the issue of privacy.

Amazon recently confirmed that it keeps actual voice recordings of its Alexa users. Forever. Unless the user chooses to delete them manually.

I'm not sure how comfortable we, as a society, should be about Amazon having records of its most vulnerable users' health problems.

I'm also not sure how we should feel about a profit-hungry company acting as a middle man between sick people in need and a free-to-access health advice. It doesn't feel like a great setup.

And I also have reservations regarding what Amazon's real goal is here.

Amazon's core business model is the same it's always been. To sell stuff. Grow bigger. And then sell more stuff.

Which is worrying regarding the health industry. In future, might we see answers from Alexa, followed by an Amazon-recommended product to purchase?

That would be a very natural progression of this service. And some might welcome it.

Cue Amazon immediately dispatching a delivery drone, carrying a packet of paracetamol, to your front door.

Admittedly, that does sound pretty great. But I've still got concerns.

Amazon is just one big algorithm. It's recommended products aren't independently reviewed and tested. They're selected based on a sales versus page views ratio. All designed to increase revenue. Not a great method for prescribing medicine if Amazon was to expand on this partnership.

I also have concerns on how this would work in countries without a free National Health Service equivalent.

When a user, from a country without free health, asks Alexa an important medical question. where will Amazon decide where it gets its answer from?

In Britain the NHS is singular, trusted, public-funded service. It fits neatly with Amazon's algorithm.

But in countries without a publicly-funded professional-grade online health service, will Alexa's 'preferred' source be as trustworthy? I'm not so sure.

And yet, despite all this, I still think this is largely a positive step for healthcare.

Digitising such a sensitive industry will never come without risk or adversity. But with consistently increasing medical costs and mounting pressure on GPs to balance huge patient loads, we have to lean on new technologies to make healthcare more efficient and accessible to all.

Source: Stuff.co.nz

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