Kaiser nurses say AI surveillance is squeezing compassion out of patient calls

Kaiser nurses say AI surveillance is squeezing compassion out of patient calls

If you call a Kaiser Permanente advice line because you just got a devastating diagnosis or you’re worried a loved one is in crisis, a registered nurse picks up. But that nurse may be watching a clock, aware that spending more than 15 minutes with you could land them in a performance evaluation meeting. That is the picture painted by seven current and former Kaiser call center nurses who spoke to CalMatters and The Markup in an investigation pub…