Patient engagement is critical in healthcare as it keeps patient satisfaction scores high. Improved patient engagement helps to maximize outcomes and also boost the care experience. Memorial Health System, in Illinois, believes that in today’s world it is a challenge to improve patient engagement levels and communication channels. Patients want to feel empowered and engaged throughout their healthcare journey. Many hospitals have also deployed Patient Engagement (EMR) software solutions to communicate with patients more efficiently.

Hospitals need to find out ways to successfully interact and engage with patients consistently that can keep them satisfied and also improve retention.

The issue with Memorial Health

Memorial Health system faces challenges in effectively communicating with its patients. Like any large healthcare organization, it assists thousands of patients. The problem was that Memorial Health needed different ways to connect and communicate with its patients. Patients want simple and effective mobile tools for a seamless connection. Hospitals can’t expect to enhance engagement with an app that patients need to download again and remember the password. Successful communication requires multiple ways of linking with patients to engage with patients.

The solution

To overcome the problem, Memorial Health System leveraged services from LifeLink. LifeLink is a vendor of AI-based conversational technology to streamline the telehealth intake and in-person visits through automation. The flexible solution helps to automate workflows to improve everyday productivity levels.

What LifeLink offer?

The technology platform by LifeLink offers the following benefits to Memorial Health,

  • Patient interaction on mobile devices and smartphones.
  • Interactive chatbots, that act as digital assistants for patients. The chatbots guide patients on how to schedule appointments and follow referral plans.

With the chatbots offered by LifeLink patients don’t need to download an app or a password and can easily interact in a secure and protected environment. Workflow tasks such as scheduling, confirming appointments, reminders to complete forms, and screening are automated flexibly.

How did Memorial Health System use Chatbots?

The healthcare system first used chatbots during the start of the COVID-9 pandemic in March 2020. The chatbot was used to screen patients and offer COVID-19 risk assessments.

The chatbots were used by Memorial Health to offer informational support to patients round the clock. This helped to prioritize the intake process by decreasing the inbound call volume.

The waiting room experience was also enhanced by visualizing waiting rooms for specialist appointments and primary care physicians. The mobile chatbot digitized the intake forms and the pre-appointment check-in process.

Moving ahead

This is just one example from the healthcare system of how chatbots are being used to enhance patient engagement and improve workflows. According to research conducted in 2019, chatbots are important in healthcare due to the features of monitoring, scalability, personalization, and real-time interactions such as reminders and alerts. Chatbots are efficient to provide patient information, scheduling medical appointments, and even providing mental health assistance.