Banner Health is using “chatbots” in some of its EDs to help guide patients through the care process and improve satisfaction. Patients can interact with the chatbot in a conversational style on their cellphones to ask questions and stay informed about schedules, lab statuses, and other aspects of their experience.
Solution communicates with patients through personal cellphones, including information about schedules, lab test status, and other aspects of the experience
February 4, 2020
Chatbot interacts about eight times with each patient during their ED visit. Conversations include the opportunity for the patient to provide feedback, which is used to monitor patient satisfaction and identify opportunities for improvement.