Kaiser nurses say AI is changing their jobs—for the worse

Key Takeaways:

• Nurses at Kaiser Permanente protested AI tools that track call length and tone.
• The union claims that AI-based performance metrics lower the quality of patient care.
• Kaiser insists it uses AI responsibly and does not penalize longer calls.
• A national survey indicates that half of registered nurses have seen an uptick in AI usage.
• Healthcare professionals warn that empathy cannot be condensed into an algorithm.

Background

In 2024, hundreds of nurses rallied outside a Kaiser Permanente hospital in San Francisco, carrying signs reading “Trust nurses, not AI.” These protests marked the growing unease about the role of technology in dictating nurse-patient interactions. As contract negotiations began, nurses voiced alarm over the health system’s increasing use of AI to record and evaluate their calls with patients.

AI in Healthcare

The major concern among these frontline workers is Kaiser’s alleged practice of carefully monitoring each phone conversation. Former employees reported that nurses were evaluated based on how long they spent with patients—which the system refers to as “average handle time”—and whether they adhered to approved scripts. The nurses feared this new approach would diminish their ability to provide robust, patient-centered care.

Nurses’ Concerns

According to a nurse who spoke to Cal Matters, Kaiser’s approach sometimes made her question whether she should deviate from the script when a patient needed extra support. “I had to ask myself: Am I going to get disciplined for going off script or saying more than what is necessary?” she recalled. Nurses also highlighted that certain calls—for example, those involving new parents or patients needing a translator—inevitably take more time, raising worries they might be penalized for giving necessary care.

Kaiser’s Position

In response to these claims, a Kaiser spokesperson stated that the nonprofit health system “uses AI responsibly and with human oversight, always prioritizing patient safety, privacy, and equity.” The spokesperson further emphasized that AI-assisted tools merely support clinicians and do not replace their medical judgment. Kaiser also categorically denied that nurses faced disciplinary action for taking longer than fifteen minutes on a call.

Widespread Industry Impact

Kaiser is not alone; according to a 2024 survey conducted by National Nurses United—the largest union of registered nurses—half of respondents said their employers used algorithmic systems to analyze patient data. Many workers reported that these automated tools did not always align with their clinical assessments, and they often lacked the ability to update AI-driven recommendations. Similar concerns have been raised in hospitals across the United States, including in New York and Tennessee.

Looking Ahead

Despite Krause’s temporary cessation of AI-based monitoring for tone and empathy, nurses remain apprehensive about the potential revival of such programs. “I’m not against the use of AI as long as it’s beneficial to the patient,” shared another nurse. “But in this particular use, it’s to increase productivity and improve efficiency and cut costs. Kaiser is forgetting we aren’t just a call center—we’re nurses, and we’re there to take care of patients.”

As healthcare continues to evolve, balancing efficiency with empathetic patient care remains an open question. Nurses on the front lines are calling for both technology and policy that support rather than undermine their crucial role as caregivers.