Kaiser Permanente nurses in California raise concerns over AI impact on care

Nurses working for Kaiser Permanente in California have expressed concerns that the use of artificial intelligence and workplace surveillance technology is negatively affecting both their jobs and patient care, The Markup reported. According to seven current and former nurses, those who spend more than 15 minutes on patient calls face criticism or performance reviews, as call length influences monthly performance scores.

The nurses described software that predicts daily productivity and monitors call response times, along with AI systems that evaluate their empathy and tone of voice. These practices have raised questions about the balance between automation and human care in healthcare settings.

The California Nurses Association, representing 25,000 nurses including about 1,000 in call centers, is negotiating a new contract with Kaiser this month, with AI-related issues expected to be central. The union previously organized a one-day strike and picketed against AI use at Kaiser.

Kaiser Permanente, the largest private employer in California with over 9 million patients statewide, defended its AI use, stating it is implemented with human oversight and prioritizes patient safety. The company denied using average call handle time as a performance metric.

Meanwhile, California lawmakers are considering bills to regulate AI in healthcare workplaces, including protections for medical staff who override automated care recommendations. The situation at Kaiser could set important precedents for AI management in healthcare.

This development is significant for Sacramento-area residents as Kaiser Permanente is a major healthcare provider in the region, and changes in AI use could affect local patient care and nurse working conditions.