Consumers have come to expect options when communicating with the companies they support and buy from. They want to know that they can call, email and chat, preferably 24/7, when they need something.
Health care is no different.
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Chatbots, also known as virtual health assistants, have become an important tool for health care systems wanting to offer a self-service option for patients. Integrating chatbots as a communication tool offers numerous benefits, ranging from better patient experiences to improved operational efficiency. By providing options like symptom checking, appointment scheduling, bill payment and live nurse chats, virtual health assistants are transforming how health care is accessed and delivered.
Convenient access to care
Chatbots offer patients 24/7 access to essential services, significantly improving the convenience and accessibility of care. For instance, a symptom checker allows users to quickly assess their health status at any time, guiding them to the appropriate level of care. This feature is valuable for people who may not know if their symptoms require immediate medical attention or can be managed at home. The availability of such tools can reduce unnecessary emergency department visits, directing patients to more suitable and cost-effective care options like a virtual visit or urgent care.
Beyond symptom checking, virtual health assistants also simplify the patient journey by seamlessly integrating with other digital health tools like electronic medical records and self-scheduling. This integration can ensure that patients have a continuous and personalized care experience, all while maintaining control over their health care data.
OSF HealthCare implemented Clare, a virtual health assistant, in 2019.
“Clare acts as a single point of contact, allowing patients to navigate to many self-service care options and find information when it is convenient for them,” says Melissa Shipp, vice president of Digital Experience at OSF OnCall, the digital arm of OSF HealthCare. “Clare is available 24/7 to help patients both during and outside of business hours.”
In fact, 45% of Clare’s interactions happen outside of business hours, showcasing the need for connection to health care when it is convenient for patients.
Improved patient experiences
By enabling patients to schedule appointments, pay bills and get medical advice through live chat, virtual health assistants make accessing care easier and more convenient. Available 24/7, these tools offer patients a new level of flexibility to access care.
In addition, chatbots can serve as a valuable educational tool. They can provide trusted information about symptoms, treatments and wellness tips, helping patients make more informed decisions about their health. Clare can connect patients to a live chat staffed by OSF registered nurses, ensuring patients receive reliable medical advice from trusted professionals within the health system.
Better patient experiences also increase loyalty and retention. Virtual health assistants provide options for instant communication and feedback, whereas contacting a primary care provider may involve a wait. With a 160% increase in primary care portal messages compared to five years ago, it’s obvious that there is a growing percentage of people who want to communicate digitally. Virtual health assistants offer an alternative communication method that can provide real-time solutions.
Future versions of Clare will integrate generative artificial intelligence (AI), which Shipp believes will only further enhance the patient experience.
“The current AI technology for Clare is very intent-based, so it may not always take a patient where they want to go,” explains Shipp. “Adding generative AI into the model means that it is continuously learning and adapting to the patient’s needs. We’re excited to be one of Fabric’s first clients to test this.”
Operational efficiency and cost savings
Health care systems can also benefit from the operational efficiencies that chatbots bring as a workforce extender. Automating routine tasks like scheduling and billing frees up staff to focus on more complex and personalized patient care. This not only improves the overall efficiency of the health care system but also reduces administrative costs.
OSF saw a savings of $2.4 million in the first year from a combination of new net patient revenue and diverting calls from the Contact Center to Clare.
By triaging patients effectively, chatbots can help manage patient flow, ensuring that those with urgent needs receive timely care while others are directed to appropriate lower-cost services.
The integration of chatbots into health care systems’ websites represents a significant advancement in digital health. By improving accessibility, enhancing patient engagement and boosting operational efficiency, virtual health assistants are poised to play a crucial role in the future of health care delivery.