Challenge

AI-Powered Patient Engagement

A primary care clinic faced significant challenges in managing patient engagement. Their call center staff were overwhelmed during peak hours, leading to missed calls and human errors in booking appointments. Patients reported low satisfaction due to prolonged wait times and difficulty obtaining prescription refills. Over 50% of incoming calls were missed, resulting in lost revenue for the clinic.

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Solution

Overview

To address these challenges, we leveraged AI to streamline patient engagement and improve operational efficiency. Our goal was to revolutionize the clinic's workflows, ensuring that patients received timely and efficient care.

Our Approach

Our collaborative approach involved several key steps:

Process Audits and Focus Groups

We conducted thorough process audits and focus group interviews to identify bottlenecks and inefficiencies in the clinic's patient engagement workflows. This phase was crucial in understanding the root causes of the challenges faced by both staff and patients.

Data Analysis

We analyzed patient engagement data to pinpoint the root causes of missed calls and low patient satisfaction. This analysis informed our solution design, ensuring that we addressed the most critical issues.

AI-Based Solution Development

We developed solution concepts for an AI-powered patient engagement workflow. This involved integrating AI technologies to automate and optimize call center operations.

Proof of Concept (PoC) Implementation

We implemented a PoC to validate the solution's value, viability, and feasibility. This phase allowed us to test and refine our approach before full-scale deployment.