How chatbots improve patient care

Consumers came to expect options during communication with the companies they support and buy. They want to know that they can call, send an email and discuss, preferably 24/7, when they need something.

Health care is no different.

Chatbots, also called virtual health assistants, have become an important tool for health care systems wishing to offer a self-service option to patients. The integration of chatbots as a communication tool offers many advantages, ranging from better patient experiences to an improvement in operational efficiency. By providing options such as verification of symptoms, appointment planning, payment of invoices and live nursing cats, virtual health assistants transform the way health care is accessible and delivered.

Practical access to care

Chatbots offer patients 24/7 access to essential services, considerably improving convenience and accessibility of care. For example, a symptom verifier allows users to quickly assess their health at any time, guiding them to the appropriate level of care. This feature is valuable for people who may not know if their symptoms require immediate medical care or that can be managed at home. The availability of these tools can reduce useless emergency service visits, direct patients to more appropriate and profitable care options such as a virtual visit or urgent care.

Beyond the verification of symptoms, virtual health assistants also simplify the patient’s journey by integrating in a transparent manner with other digital health tools such as electronic medical records and self-scheme. This integration may ensure that patients have continuous and personalized care experience, while retaining their health care data.

OSF Healthcare implemented Clare, a virtual health assistant in 2019.

“Clare acts as a single contact point, allowing patients to navigate to many self-service care options and find information when it suits them,” explains Melissa Shipp, vice-president of the digital experience at OSF ONCALL, the digital branch of OSF Healthcare. “Clare is available 24/7 to help patients during and outside the opening hours.”

In fact, 45% of Clare interactions occur outside opening hours, presenting the need for connection to health care when it is practical for patients.

Improvement of patient experiences

By allowing patients to plan meetings, pay invoices and obtain medical advice through live cats, virtual health assistants facilitate easier and more practical access to care. Available 24/7, these tools offer patients a new level of flexibility to access care.

In addition, chatbots can serve as a precious educational tool. They can provide confidence information on symptoms, treatments and well-being advice, helping patients make more informed decisions about their health. Clare can connect patients to a live cat with nurses authorized by the OSF, ensuring that patients receive reliable medical advice from trusted professionals within the health system.

Better experiences of patients also increase loyalty and retention. Virtual health assistants offer instant communication options and comments, while contacting a primary care provider may imply expectations. With an increase of 160% of messages from the primary care portal compared to five years ago, it is obvious that there is an increasing percentage of people who wish to communicate digitally. Virtual health assistants offer an alternative communication method that can provide real -time solutions.

The future versions of Clare will integrate generative artificial intelligence (AI), which, according to SHIPP, will only improve the patient’s experience.

“The current AI technology for Clare is very based on intention, so you don’t always need a patient where he wants to go,” said Shipp. “The addition of generative AI to the model means that it is constantly learning and adapts to the patient’s needs. We are delighted to be one of the first customers of the fabric to test this. ”

Operational efficiency and cost savings

Health care systems can also benefit from the operational efficiency that chatbots provide as a workforce of labor. Automation of routine tasks such as planning and invoicing release staff to focus on more complex and personalized care for patients. This improves not only the overall effectiveness of the health care system, but also reduces administrative costs.

OSF saw an economy of 2.4 million dollars in the first year from a combination of new net income from patients and hijacking of the contact center in Clare.

By effectively sorting patients, chatbots can help manage patient flows, ensuring that those who have urgent needs receive timely care while others are directed to appropriate services at a lower cost.

The integration of chatbots into health care systems websites is a significant progression of digital health. By improving accessibility, improving patient engagement and stimulating operational efficiency, virtual health assistants are about to play a crucial role in the future of health care provision.