Alexa: Your new GP?

By now the voice-assisted technology, Alexa, will be automatically searching the NHS website when users ask for health-related advice. – The aim to reduce strain on the NHS.

Previously the device served health information to consumers based on a variety of popular responses; the new NHS-Amazon partnership will weed out disinformation from unverified sources to reliably assist users with their health queries.

The partnership was first announced in 2018, with talks now being held with other companies, such as Microsoft, to arrange similar collaborations. Our healthcare system is not the only organisation wanting to integrate with Amazon’s Alexa tool. In October 2018, the charity Breast Cancer Care announced its virtual tool on the voice-assisted device, which shares information on the signs and symptoms of breast cancer.

The NHS are looking ahead “to build a health and care system that is fit for the future”[1]… Voice search is on the rise, by 2020 it is estimated half of all searches will be made through voice-assisted technology. Voice activated tech is frequently being recognised as beneficial support to vulnerable patients, such as the elderly and the visually impaired, who may have trouble accessing the internet through traditional means.

The new algorithm-based service is designed by Amazon’ tech-experts. The answer engine utilises information from the NHS website in order to produce answers on user queries such as, “How do I treat a migraine?” and “What are the symptoms of chickenpox?”

In the NHS’ press release statement discussing the NHS-Amazon deal, the Health Secretary, Matt Hancock, commented the partnership would “[reduce] the pressure on our hardworking GPs and pharmacists”[2]. He added, “We want to empower every patient to take better control of their healthcare and technology like this is a great example of how people can access reliable, world-leading NHS advice from the comfort of their home”[3]. Comments advocating that the collaboration utilising amazon echo and NHS information increases patient choice.

The Amazon-NHS contract announcement has drawn criticism among artificial intelligence experts, data ethicists and clinicians over the concern of data privacy and patient care. The concerns follow after Amazon’s mistaken recordings of Alexa users.

Namely the civil liberty group Big Brother Watch has voiced their concerns over the Amazon NHS data, with the Director Silkie Carlo saying: “Any public money spent on this awful plan rather than frontline services would be a breathtaking waste.” Adding further comment to the matter, “Healthcare is made inaccessible when trust and privacy is stripped away, and that’s what this terrible plan would do.” Exclaiming “It’s a data protection disaster waiting to happen.”!

• Mathana Stender, Berlin-based tech expert said, “The sensitive data holdings of a national healthcare provider like the NHS are a form of ‘critical social infrastructure’, yet they’ve been handed to a foreign company that’s both a defence contractor and targeted advertiser.”[4]
• NHS GP David Wrigley raised whether the questions asked via Alexa would be encrypted, and who would store any data relating to patient queries.

With many also feeling that the service does not present obvious risks to user privacy…

• Areeq Chowdhury, head of Think Tank, pointed out on Twitter that Alexa already responds to health queries from users. “Now the advice (which will be better and more accurate) will come from the NHS website”.
• New Scientist’s deputy news editor, Jacob Aron, tweeted the “fuss” over the partnership was “ridiculous”. Following on to say, “It’s just a Google search you talk to, and at least people will get NHS [information].”

However, Amazons ambitions are no secret with anticipated acquisition of the healthcare sector. They have formed many healthcare partnerships over recent years, including a collaboration with Omron Healthcare to create an Alexa controlled blood pressure monitor. Leaving some to query whether the NHS-Alexa partnership will allow Amazon to gather even more data on how patients raise medical concerns. Phil Booth, a data privacy campaigner asked, “Is Amazon training its algorithm… on NHS patients’ queries?”

Amazon informed that it did not share information with third parties, nor does it build a profile on customers. A spokesman said: “All data was encrypted and kept confidential. Customers are in control of their voice history and can review or delete recordings.” Further to the matter, the public were reassured that the company would not sell products, or make product recommendations, based on the NHS partnership collected data.

NHS Digital’ article discussing the partnership provides great in-depth explanation of how and why the innovative collaboration took place. While furthermore, leading on to further provide information in addressing the aforementioned, commonly shared reservations.

Eva Lake, Head of Website Engagement, stated how the cooperative efforts commenced…