Problem Statement:
We were facing challenges in identifying COVID-19 positive patients who may be experiencing worsening respiratory status at home and delaying seeking medical care. This led to preventable complications and adverse outcomes for patients managing COVID-19 at home. Additionally, language barriers and the need for scalable monitoring solutions further compound the problem.
As we develop our telehealth management system, we’ll handle patients’ journeys through healthcare, their medications, tests, and interactions with professionals.
with the tools to manage health from home through direct access to diagnostic testing, virtual care, and medication delivery for a wide range of health and wellness conditions.
Objectives
Early identification of patients with worsening respiratory status: The solution aims to promptly identify COVID-19 positive patients who may be experiencing worsening respiratory status at home. By utilizing a clinical protocol and monitoring program, care providers can assess and escalate care as needed, helping to identify any worsening symptoms early on and take appropriate actions to prevent complications and adverse outcomes.
Overcoming language barriers: Language barriers can hinder effective communication and care management for patients with limited English proficiency. The solution addresses this challenge by providing a conversational chatbot experience in the preferred language of the patients via SMS. overcoming language barriers and improving access to care.
Providing scalable monitoring solutions: The solution allows for enrollment and monitoring of patients through SMS, with set time parameters for engagement. ensuring that patients receive timely and appropriate care while managing the workload of healthcare providers.
Solution
The solution is built on a clinical protocol that has been defined by healthcare organizations in assessing for COVID-19 related complications. It also allows for escalation to a nursing phone line if worsening symptoms, such as respiratory status is confirmed and supports a workflow for care providers to secure consent and register patients into their specific program.
Upon enrollment, patients can engage via SMS with a conversational chat experience in their preferred language. During the clinical protocol evaluation, should any escalations with care providers be necessary, the solution can connect the patient with a care provider from within the chat experience. The solution can set time parameters for engagement (e.g. 14 days of monitoring) and automatically notify users of opting out, as long as it is within the fixed start and end dates of the Pinpoint campaign determined by the healthcare provider. The below steps demonstrate how to deploy this solution for your organization to support outreach engagement through a multilingual SMS chatbot campaign.
Benefits
Improved customer satisfaction
Scalable and secure system using AWS services.
Reduced development time and costs.
Reduced preventable complications and adverse outcomes
As-Is
Patients with worsening respiratory status at home are not promptly identified, leading to preventable complications and adverse outcomes. Language barriers hinder effective communication and care management for patients with limited English proficiency. Monitoring solutions are not scalable, resulting in delays in providing timely and appropriate care.
TO BE:
Patients with worsening respiratory status at home are promptly identified through a clinical protocol and monitoring program, leading to early intervention and prevention of complications. Language barriers are overcome through a conversational chatbot experience in the preferred language of patients via SMS, improving access to care. Monitoring solutions are scalable, allowing for enrollment and monitoring of patients through SMS with set time parameters for engagement, optimizing the workload of healthcare providers.
REQUIREMENTS:
Clinical protocol for assessing COVID-19 related complications.
SMS platform for conversational chatbot experience.
Multilingual capabilities to overcome language barriers.
Monitoring program with set time parameters for engagement
KPIs
SMS engagement rate: This KPI measures the percentage of patients who actively engage with the SMS-based conversational chatbot. A higher engagement rate indicates that patients are actively participating in the monitoring program and utilizing the chatbot for communication and care management.
Response time of the chatbot: This KPI measures the average response time of the chatbot in providing responses to patient inquiries. A lower response time indicates that the chatbot is providing timely and efficient responses, improving patient satisfaction and engagement.
Escalation rate to nursing phone line: This KPI measures the percentage of patients who require escalation to a nursing phone line for further care. A lower escalation rate indicates that the chatbot is effectively triaging patients and providing appropriate care within the chatbot experience, reducing the need for further escalation.
Language accuracy rate: This KPI measures the accuracy of the chatbot in understanding and responding to patients’ preferred language. A higher language accuracy rate indicates that the chatbot is effectively overcoming language barriers and providing accurate responses in the patients’ preferred language.
Compliance with clinical protocol: This KPI measures the adherence of healthcare providers to the defined clinical protocol for assessing COVID-19 related complications. Higher compliance rates indicate that the clinical protocol is being followed consistently, ensuring standardized care for patients.
Security and data privacy compliance: This KPI measures the compliance of the solution with relevant security and data privacy regulations, such as HIPAA (Health Insurance Portability and Accountability Act) in the United States. Higher compliance rates indicate that patient data is being protected in accordance with regulatory requirements.
System uptime and availability: This KPI measures the uptime and availability of the chatbot system. Higher uptime and availability rates indicate that the chatbot is accessible and available to patients for engagement as per the defined time parameters, ensuring smooth and uninterrupted monitoring program.
Integration with electronic health records (EHR) or other healthcare systems: If the solution is integrated with EHR or other healthcare systems, the seamless integration and data exchange can be measured as a KPI. Higher integration rates indicate that the solution is effectively integrated into the existing healthcare ecosystem, improving workflow efficiency and data management.
Cost per patient enrolled and monitored: This KPI measures the cost incurred per patient enrolled and monitored in the solution. Lower costs per patient indicate cost-effectiveness and efficient resource utilization in implementing the monitoring program.
System scalability: This KPI measures the scalability of the solution to handle increasing patient volumes and accommodate future growth. Higher scalability rates indicate that the solution can effectively handle increased patient volumes,, without compromising performance or user experience.
