Imagine a scenario…
Ah Bo came home from the clinic and got a 3-month note, and he had to go back to the clinic once a month to get the medicine, but he always forgot it; After seeing a doctor in the hospital, Grandma did not understand the doctor’s medication instructions, nor did she respond to the doctor and nursing staff; Bone pine needles or vaccines are required once a quarter, and grandma often forgets to return to the doctor.
A nurse may have to follow up with a doctor and deal with a bunch of administrative tasks in a day, who will follow the patient’s treatment status?
With the changes in Taiwan’s medical environment, patients are increasingly demanding care services. Assisting medical institutions to do quantitative medical tracking work has become a pain point that can solve the shortage of clinical manpower, and voice (AI) has become a solution for patient medical management call centers, so that patients’ treatment journeys can be fully cared for.
One of the great benefits of AI is the ability to schedule tasks with a clear purpose, such as regular follow-up visits and medication adherence. Different from traditional telephone voice broadcasting, through chatbots and other technologies, AI can schedule outbound calls to patients for medication reminders and inquiries, turning passive into active, thereby improving patient advice and satisfaction. Not only that, but AI can also perform large-scale, real-time data analysis, allowing managers to quickly grasp the response status of patients. This allows tasks that used to require a lot of manual time to monitor now be completed more efficiently, avoiding compliance issues.
In the field of long-term health care and home telephone care for the elderly, better care and health survey results can also be achieved by using voice dialogue. For example, the SeaHealth medical phone AI currently provided by PatientsForce can use dial-up to contact a large number of elderly lists, and ask if they are willing to participate in the health center’s four-cancer screening service through AI dialogue, which can greatly save the manpower management of medical clinics.
The work of the AI assistant will replace the voice mail service in the past, and further remind the basic instant response service, and assist in the role of customer service assistant, leave the necessary information or judge its importance, and remind the medical management personnel to deal with it urgently, or accept it immediately by sincere customer service, realizing 24×7 all-weather customer service at a lower cost and in the largest range. Through the continuous training of the AI knowledge base and the learning in the interactive knowledge base, the role of AI medical customer service will also become more and more important.
─ PatientsForce Senior Product Manager, PatientsForce Healthcare Integration Group/PatientsForce Biomedical Technology, Lam Cheng Han
