How Banner Health is using chatbots to help keep Emergency Department patients informed

Mobihealth news, 19/05/2020

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Joséphine Arrighi de Casanova

Joséphine Arrighi de Casanova

How Banner Health is using chatbots to help keep Emergency Department patients informed

The bots are integrated with the ERH (Electronic Health Records) and can tell patients when they should expect the doctor and what labs have been ordered.
"For patients, a trip to the emergency department can be marred with anxiety and confusion. While tech can’t solve all of patients’ worries, Banner Health is looking to curb the confusion aspect with a chatbot system.
“We know that most interactions with healthcare systems providers, doctors, you name it aren’t – with few exceptions – joyous and happy occasions. There is pain, there is suffering,” Steve Lindsey, operation director of Banner Health, said...
Patients are able to enroll in the chatbot when they enter the emergency department to get updates about their care.

The Banner bot is integrated with its EHR system. It can inform patients if a test or a lab was ordered and give them a timeline of their care. It is also informed by situations arising in the hospital. For example, if a doctor was scheduled to visit in 20 minutes, but a crisis emerged, then the bot can let the patient know of the new expected time of arrival.

Banner Health started rolling this out as a pilot, but is now expanding the tool to all 28 of its hospitals. Lire la suite