Client
The client is a leading healthcare provider dedicated to delivering high-quality patient care in Texas. With years of experience, they’ve built a strong reputation for their commitment to patient’s well-being. Offering a range of medical services, from routine check-ups to specialized treatments and emergency care, their patient-centric approach has made them a trusted name in healthcare.
The Challenge
Despite delivering exceptional healthcare services, our client encountered challenges in efficient appointment scheduling and patient engagement, adversely impacting the overall patient experience. In an attempt to address these hurdles, they initially outsourced the customer care task, only to face disappointment due to inefficiency. Subsequently, they increased customer service staff, but this did not yield the desired results. Realizing the need for a more effective solution, the client turned to GenesisNGN for assistance.
Research
To gain a comprehensive understanding of the issue, GenesisNGN formed an expert team that conducted on-site visits to various client hospitals. The team assessed the entire patient journey, from the initial contact with the hospital to scheduling appointments for treatment by doctors. During this process, customer care executives engaged in manual interactions, checking systems or sometimes talking to doctors or their assistants to help patients with appointment-related queries.
This manual approach resulted in extended waiting times for patients checking appointment details. The busy lines also contributed to delays for others attempting to schedule appointments, negatively impacting the overall patient experience.
Solution
After thoughtful consideration, the GenesisNGN team suggested creating an AI-powered chatbot to tackle issues with customer queries and appointment scheduling. This idea is clever and practical since the client already has a website and mobile app, making it easy to seamlessly integrate the solution.
GenesisNGN mobilized an expert team to develop tailored AI-powered software. After completion, the chatbot seamlessly integrated into the client’s mobile app and website. The chatbot is further integrated with the client’s EHR and other data-storing tools, leveraging the information stored in the client’s systems to deliver efficient assistance to patients regarding their queries and appointment scheduling.
AI Chatbot offers a range of features for new patients, but its capabilities extend further for existing patients currently undergoing treatment in one of the hospitals. When a patient schedules an appointment, a unique ID is generated for them, and all their details are associated with this identifier. Post-appointment, the results are stored in the system under their unique ID. This allows the AI to assist current patients with their queries and other related matters based on the stored information.
This chatbot was designed to be versatile, offering a range of capabilities:
1. Scheduling and reminders: Patients can effortlessly schedule appointments, accessing real-time availability information. Additionally, the system can send reminders when a slot becomes available, provided the patient has the client’s application downloaded or has allowed notifications in their browser settings while visiting the website.
2. Health Information: Patients can access different information, including their past and upcoming appointments, prescriptions, and recommended tests for further diagnosis. Patients can also check details about doctors and hospital facilities.
3. Engaging patients: The chatbot engaged with patients through personalized messages, sending tips related to appointment booking, and providing appropriate answers to their queries.
4. Collecting feedback: Patients could offer feedback about their past experiences and interact with the AI chatbot, assisting the healthcare provider in making continuous improvements.
Benefits
The implementation of an AI-powered chatbot led to remarkable benefits:
- Enhanced Patient Care: Patients could easily schedule appointments and receive medical information, resulting in improved healthcare access and patient education.
- Efficient Appointment Management: The chatbot streamlined the appointment scheduling process, reducing administrative workload and increasing efficiency.
- Cost Savings: By automating processes related to appointments, reminders, and medical information sharing, the healthcare provider realized cost savings associated with administrative tasks.
- Improved Patient Engagement: Patients appreciated the personalized interaction with the AI-powered chatbot, which led to increased patient engagement and a stronger patient-provider relationship.
- Enhanced Reputation: The client’s commitment to patient care and engagement through an AI-powered chatbot enhanced their reputation in the community, attracting more patients and retaining existing ones.
