Enhancing the Patient Experience With Intelligent Virtual Assistants

April 9, 2013

“What if VHAs (Virtual Health Assistants) could improve adherence and outcomes by providing a technology that can not only understand and interpret questions and statements that patients have, but also provide reminders to take medications and resources for any concerns they might have? The fact is that these technologies exist today and are becoming more advanced.”¹

With the increased focus on health care reform, ACA standards and reducing healthcare costs, high expectations exist to improve the patient experience. Standards are rising and the patient experience as a whole is under the microscope.

Because all patients have different expectations and opinions, standards might be hard to set. The recent HCAHPs survey encompass varying patients’ perspectives of care that allow objective and meaningful comparisons on topics that are important to consumers.

One way patient experience can be improved, as with any consumer experience, is to maximize self-service opportunities. Consumers from all industries are requesting self-service options. People dislike waiting on the phone, wading through pointless online information, being unable to find the information they need, etc. Consumers are raising their customer experience expectations to a new level.

So, the simple question is: How can one give a consistent patient experience that is personalized, simple and convenient?

Let’s first take a look at some objectives that could improve patient satisfaction:

  • Simple Registration/Discharge process
  • Streamlined Scheduling & Registration Process
  • Personalized Experience
  • Time efficient Process
  • Ability to Complete Tasks & Requirements via Self-Service

These objectives can be satisfied with an intelligent virtual assistant (IVA). Specifically, Health Advisor intelligent virtual assistants are beneficial to healthcare organizations and patients alike:

  • The VHA (Virtual Health Assistant) is a technology that is not only needed, but inevitable. There needs to be a sophisticated technology that is capable of cutting down on the high cost of medical care.¹
  • According to KevinMD.com, physicians report greater job satisfaction, patient retention, and cost-efficiency as some of the most obvious areas impacted by the use of virtual assistants in their practices.²
  • 65 percent of respondents say the primary role of a virtual assistant is to provide more accurate, timely information for care as well as alert doctors to missing information in records.³
  • Another 73 percent of respondents say patient engagement could improve through a virtual assistant as it helps coordinate care between multiple caregivers. ³
  • 80 percent of respondents say a virtual assistant can help patients follow health advice and change behaviors.³
  • In an Accenture study, an overwhelming 90 percent cite the web as the channel of choice for accessing health information to help manage conditions. To underscore the patient’s desire for self-service, many will choose the healthcare provider that offers these solutions over one that does not.4
  • According to Gartner, by the year 2015, a virtual assistant will be a standard component of online interactions.5

“The possibilities for VHAs in healthcare are endless. With the technology available at the disposal of patients, providers, and payers, it is essential to start incorporating these programs into daily life. With the potential for cost savings, no one can afford to ignore these technological advancements.”¹

CodeBaby Intelligent Virtual Assistants provide solutions to patient experience challenges. The CIVA Health Advisor encourages patients to engage online for a range of circumstances.

  • Positive clinical outcomes
  • Encourages online engagement
  • Lowers operating expenses
  • Reduces admission rates
  • Enhances clinical staff satisfaction
  • Deflects office and hospital call for routine solutions
  • Provides a Personalized experience
  • Gives self-service options, form fill, appointment information, etc.

How and where can the CIVA Health Advisor be used?

  • Personal Health Records
  • Interactive Health Guides
  • Treatment Cost Comparison
  • Personal Health Assessment
  • Doctor and Hospital Finder

The CIVA Health Advisor solution meets the self-service and patient experience expectations by optimizing and differentiating website engagement. Check out out CIVA Health Advisor guide.

Sources:

¹The American Journal of Managed Care, “Virtual Health Assistants Poised to revolutionize Healthcare Delivery” http://bit.ly/RXEGqa

²KevinMD.com, “Employing a virtual assistant in your medical practice”  http://bit.ly/faQQWk

³Benefits Pro, “Virtual assistants expected to drastically change health care by 2018” http://bit.ly/XpjWi0

4InformationWeek Healthcare, “Healthcare Patients Insist On E-Access: Accenture Study” http://ubm.io/OxBT7p

5Johan Jacobs, “Key Considerations for Virtual Assistant Selection”, Gartner http://gtnr.it/11P8HOW

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