Perceptions of AI competence in social and healthcare services: Readiness, reliance and realism

Authors

• Tuuli Turja Faculty of Social Sciences, Tampere University, Tampere
• Outi Ahonen Laurea University of Applied Sciences, Espoo

DOI: https://doi.org/10.23996/fjhw.155017

Keywords:

artificial intelligence, competence beliefs, customer work, digital competence, technological development

Abstract

Artificial intelligence (AI) is transforming the health and social service environment through increasingly advanced and autonomous digital solutions. AI competence is recognized as an emerging dimension of digital competence, leading to a growing demand for AI-related skills among health and social service professionals (HSPs). In this study, AI competence is viewed as an orientation towards understanding and learning about AI in different professional contexts, including AI ethics, the ability to apply AI, and the perceived AI self-efficacy. The research questions were as follows: 1) How do HSPs evaluate the level of their AI competence? and 2) Does qualitative and quantitative work experience correlate with the perceived AI competence? The study used survey data collected in 2024 by the Ministry of Social Affairs and Health in Finland. The sample comprised 735 HSPs, approximately one-fifth of whom had supervisory duties, while approximately 60% worked primarily in customer or patient care. The respondents perceived AI as a crucial component of overall digital competence. However, they also expressed that their current level of competence, for example, in the ethical implementation of AI, was insufficient relative to the growing importance of AI technologies in everyday work. HSPs with 16–20 years of work experience exhibited the greatest AI competence deficit. In an occupational comparison, AI competence deficit was less probable among practical nurses, likely due to the well-established role of health technologies in their education in Finland. To enhance AI competence among HSPs, national and regional collaboration with educational institutions should be strengthened, incorporating both formal and informal learning opportunities.