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Philips integrates MedChat's AI capabilities to optimize automated patient communication and hospital workflows

Press releases may be edited for formatting or style | November 22, 2021 Artificial Intelligence Health IT
Amsterdam, the Netherlands – Royal Philips (NYSE: PHG, AEX: PHIA), a global leader in health technology, today announced a collaboration with USA-based MedChat to integrate MedChat's live chat and AI-driven chatbot services into Philips Patient Navigation Manager, helping improve call center efficiency and speed the time to resolve patient inquiries. With the combined offering, Philips now enables its customers in North America to create automated communication workflows that function seamlessly alongside patient access and call center operations. Hospitals and outpatient clinics can also digitally navigate patients from the time an order is placed, to when it is scheduled and completed through follow-up.

Patient Navigation Manager automatically guides patients through their care journey using HIPAA-compliant SMS, email, and voice messages. With the new MedChat capabilities, patients now have the ability to perform complex tasks by linking directly with live agents using MedChat's advanced chatbot services. Medchat's natural language processing (NLP) reads and understands patients' messages, while its machine learning algorithms adapt over time to provide the most relevant information. It's symptom checker and triage bot – now embedded within Patient Navigation Manager's core communications technologies – evaluates 125,000 evidence-based references to diagnose patients and recommend the appropriate care setting.

Since its introduction a year ago, Philips Patient Navigation Manager has experienced widespread adoption among health systems in the USA, generating early success for customers including an 86% reduction in same-day cancellations [1], a 45% reduction in no-shows [2], and a 30% increase in referral conversion efficiency [3]. Philips Patient Navigation Manager easily scales across the enterprise, and is conveniently accessible through a mobile device or computer without the need for patients to download an app.

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"Philips continues to demonstrate our ongoing commitment and leadership in patient management and engagement with fully integrated solutions into our suite of smart connected imaging systems," said Brent Berthy, General Manager of Precision Diagnosis Solutions at Philips. "By combining MedChat's technology with Philips Patient Navigation Manager, we can help healthcare enterprises deliver streamlined diagnostic workflows that meet the quadruple aim of better patient outcomes, enhanced patient and staff experiences, and lower operational costs due to the elimination of burdensome manual outreach task."

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