Medical Dialogue Systems (MDSs) have emerged as promising tools for automated healthcare support through patient-agent interactions. Previous efforts typically relied on an idealized assumption — patients can accurately report symptoms aligned with their actual health conditions. However, in reality, patients often misreport their symptoms, due to cognitive limitations, emotional factors, etc. Overlooking patient misreports can significantly compromise the diagnostic accuracy of MDSs. To address this critical issue, we emphasize the importance of enabling MDSs to “listen to patients” by tackling two key challenges: how to detect misreport and mitigate misreport effectively. In this work, we propose PaMis, a novel framework that can detect patient misreports based on calculating the structural entropy of the dialogue entity graph, and mitigate them through generating controlled clarifying questions. Our experimental results demonstrate that PaMis effectively enhances MDSs reliability by effectively addressing patient misreports during the medical response generation process.

Accurate knowledge selection is critical in knowledge-grounded dialogue systems. Towards a closer look at it, we offer a novel perspective to organize existing literature, i.e., knowledge selection coupled with, after, and before generation. We focus on the third under-explored category of study, which can not only select knowledge accurately in advance, but has the advantage to reduce the learning, adjustment, and interpretation burden of subsequent response generation models, especially LLMs. We propose GATE, a generator-agnostic knowledge selection method, to prepare knowledge for subsequent response generation models by selecting context-related knowledge among different knowledge structures and variable knowledge requirements. Experimental results demonstrate the superiority of GATE, and indicate that knowledge selection before generation is a lightweight yet effective way to facilitate LLMs (e.g., ChatGPT) to generate more informative responses.