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ENT Pulse Presentation

Business of Medicine

Beyond Simulated Empathy: Implementing Large Language Models Wisely in Patient Communication

Sunday, October 18, 2026
8:00 AM - 8:30 AM PT
Location: 403A
Disclosure(s):
Anaïs Rameau, MD MSc MPhil MS FACS:

faculty for this accredited education activity has no relationship(s) with ineligible companies to disclose.

Frank G. Garritano, MD:

faculty for this accredited education activity has no relationship(s) with ineligible companies to disclose.

Attendees will explore the distinction between true empathy and empathetic communication, and why it matters for AI integration in clinical practice. The session presents evidence that LLMs excel at communicating empathetically through mirroring concerns and delivering information warmly, making them valuable for message drafting and clinician training. We also examine limitations: sycophantic tendencies that validate users regardless of accuracy, inconsistent moral reasoning, and selective bias against vulnerable populations. Through a case-based discussion, speakers examine the importance of transparency and human oversight. Attendees will leave with practical strategies for leveraging LLM benefits while mitigating risks.

Learning Objectives:

  • Distinguish between true empathy (cognitive and affective) and empathetic communication, applying this framework to evaluate when LLMs may appropriately support versus potentially undermine patient-centered otolaryngology care.
  • Apply transparency principles and patient communication strategies when integrating LLMs into clinical workflows, including clear disclosure of AI involvement, appropriate framing of AI limitations, and maintenance of human oversight in the therapeutic relationship.
  • Implement practical approaches for leveraging LLMs to enhance empathetic communication, including message drafting assistance, real-time feedback during patient simulations, and standardized empathy assessment in medical communication training.