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Rethink the patient experience—starting with the first digital interaction

July 25, 2022
Artificial Intelligence Health IT

Self-service options for basic tasks like prescription refills and bill pay can enhance the patient experience while reducing staff manual work.

Automation is vital—but it’s just the beginning
There are many use cases for automation, but the ones that increase satisfaction and improve care outcomes take things a step further.

New possibilities open up when intelligent engagement solutions integrate data from EHRs and CRM systems. When patients arrive at the digital front door, they’re recognized and heard. Natural language understanding (NLU) technology determines what they want to accomplish, engaging patients in natural conversation and offering relevant, personalized responses that resolve inquiries without human intervention. The best technology can even predict patient needs based on the context of the current interaction and their patient profile — recent medical history, historical behavior, lifestyle, etc.

Not every patient wants to—or is able to—use the internet to access their provider. So organizations must enable the same intelligent, conversational experiences no matter the contact channel.

However patients choose to get in touch, the AI must maintain the context of the conversation as they move between channels, so patients don’t have to repeat details or give background on their inquiry.

Stronger relationships and better outcomes
Delightful patient experiences set the tone for the patient-provider relationship from the first contact, helping healthcare organizations deliver the same efficiencies patients enjoy when interacting with the biggest digital brands.

Unified, personalized, automated interactions with ready access to support and information make it easier for patients to take control of managing their own care.

Clinicians and care teams benefit too when common inquiries bypass live assistance, easing work responsibilities, reducing burnout, and freeing time for patient care.

Patients arrive for visits better prepared and actively participate in their care plans. Clinicians have more headroom to focus on the patient before them, strengthening their partnership in the pursuit of good health.

About the author: Justin Jacobson is vice president and general manager of patient engagement solutions at Nuance Communications.

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