During a session at the 8th Annual Becker's Health IT + Digital Health + RCM Meeting, Cynthia Horner, MD, vice president with Amwell Medical Group, and Kathleen Mazza, PhD, RN, senior advisor for population health informatics at New Hyde Park, N.Y.-based Northwell Health, discussed the use of artificial intelligence and automation in healthcare.
They highlighted how the technology can improve patient engagement and offer predictive insights into possible outcomes. They also discussed the implementation of these tools at Northwell Health. The system has used AI and automation since 2018 for various use cases, including delivering COVID-19 test results, monitoring patients sent home with pulse oximeters and thermometers, and managing chronic diseases. The speakers emphasized the importance of involving informaticists in the design of these programs to ensure they are patient-friendly and effective.
Editor's note: Quotes have been edited for length and clarity.
Key takeaways:
1: Preparing patients for automated engagement can simplify communication and improve timely access to healthcare support. By explaining the value of automated engagement to patients, healthcare providers can help them understand that this technology can streamline communication and provide timely assistance. This can be especially beneficial in situations where patients may struggle to reach their healthcare providers through traditional methods like phone calls or voicemails.
2: Keeping patients engaged in automated conversations requires careful design and consideration. It is important to avoid overwhelming patients with too many questions when leveraging automated communication. A balance needs to be struck between gathering necessary information and making the conversation user-friendly and efficient.
Dr. Kathleen Mazza: You have to be thoughtful about what you include in patient communications. Too many questions can be cumbersome.
3: Automated conversations should be structured to provide a warm and engaging experience for patients. The design of automated conversations should aim to create a personalized and friendly interaction with patients. This can help foster a sense of trust and comfort, leading to better engagement and participation.
Dr. Cynthia Horner: You don't want these engagements to feel cold or synthetic. You want them to feel warm and authentic.
4: Structured conversations in automated engagement platforms provide a level of security and ensure important issues are addressed promptly. This is particularly important in cases where patients may express concerning symptoms or thoughts. An appropriately structured conversation can lead to prompt intervention.