In the ever-evolving healthcare landscape, the integration of virtual care has become crucial in reshaping patient experiences.
Amanda Bury, chief commercial officer at Infermedica, a digital healthcare company specializing in AI-powered symptom analysis and patient triage systems, understands the potential of telehealth to improve and optimize patient experiences and outcomes, while emphasizing convenience, affordability and empowerment – linking responsible AI innovation and strategies to increase engagement.
We interviewed Bury to discuss the aspects of a hospital or healthcare system’s patient experience that telemedicine can impact, how telehealth can improve these aspects of the patient experience, innovation in telemedicine with responsible AI that can increase patient engagement, and her definition of responsible AI and why responsible AI is so important.
Q. What aspects of a hospital or healthcare system’s patient experience could be impacted by telemedicine?
A. While the concept of the digital front door has been a hot topic in healthcare for some time, telemedicine has the potential to expand its impact beyond just recruiting new patients or providing a digital access point to care.
By leveraging telemedicine to improve the patient experience, healthcare organizations can create a more comprehensive and integrated approach to care delivery that spans the entire patient journey.
For patients enrolled in chronic disease treatment programs, telemedicine can be a game changer. Instead of the time-consuming and often difficult process of preparing for an in-person appointment, traveling to the clinic and waiting for their provider, patients can connect with their care team from the comfort of their own home.
This increased accessibility may encourage patients to reach out more often with questions or concerns, leading to better communication and timely interventions when needed.
Telemedicine can also help promote a more personalized and efficient approach to chronic disease management. For example, a patient who has already had his annual blood test does not need an in-person visit to discuss the results with his healthcare provider.
Instead, they can schedule a video call to review findings, discuss any concerns, and make any necessary adjustments to their treatment plan. This targeted, patient-centered approach can help optimize care while minimizing disruptions to patients’ daily lives.
By integrating telemedicine into the digital front door strategy and expanding its reach across the care continuum, healthcare organizations can create a more seamless and engaging patient experience. This approach not only improves access to care, but also allows patients to become more actively involved in managing their health, leading to better outcomes and higher patient satisfaction.
Q. How exactly can telehealth improve these aspects of the patient experience?
A. Telehealth can significantly improve several aspects of the patient experience – especially for people with chronic diseases – by focusing on the three essential ‘E’s’ of healthcare: education, experience and empowerment. By providing a more accessible and convenient way to receive care, telehealth removes many of the barriers that can prevent individuals from seeking the care they need.
For example, patients who have difficulty taking time off work, finding transportation, or dealing with physical challenges related to their condition can benefit from the ability to connect with their healthcare provider wherever they are.
It is also useful in establishing a more regular routine of care for patients with chronic diseases. Easy access not only encourages more frequent and consistent engagement, which can lead to better long-term outcomes, but also helps promote a stronger, more positive relationship between the patient, provider and the healthcare system.
Telehealth can serve as a valuable platform for patient education. During virtual visits, providers can not only address patients’ immediate concerns but also share information about additional resources and services available to them, such as primary care, specialty care or online wellness programs.
By leveraging telehealth for more meaningful and comprehensive engagement, healthcare organizations can help patients more effectively navigate the complex landscape of chronic disease management.
In terms of empowerment, telehealth sends a powerful message that the healthcare system is willing to meet patients wherever they are, both physically and figuratively. By providing patients with the tools and technology to connect with their healthcare providers remotely, telehealth encourages patients to take a more active role in their own care.
This patient-centered approach can help build trust and encourage patients to become more involved and invest in their own health and well-being.
Q. You say innovation in telemedicine with responsible AI can increase patient engagement. What types of innovation are you talking about? How do they increase patient involvement?
A. Responsible AI can play an important role in increasing patient engagement within the context of telemedicine by providing personalized guidance and recommendations tailored to individuals’ unique needs and circumstances. One of the key challenges patients face when considering telemedicine is understanding when and how to use it effectively.
By integrating AI tools into well-known patient-facing technologies, such as patient portals or mobile applications, healthcare organizations can help patients find the most appropriate care options, including telemedicine, based on their specific health profile, medical history and current symptoms.
This personalized approach to patient engagement deviates from the traditional “one-size-fits-all” model of care. By using AI to analyze patient data and make targeted recommendations, healthcare organizations can create a more intuitive and user-friendly experience that empowers patients to make informed decisions about their care.
For example, an AI engine embedded in a patient portal could recognize that a patient has a chronic condition, is taking multiple medications, and has mobility issues. Based on this information, the AI could proactively suggest a telemedicine appointment as the first step in addressing the patient’s concerns, streamlining the care process and ensuring the patient receives the most appropriate level of care.
To effectively increase patient engagement through AI-powered innovations in telemedicine, it is critical that healthcare organizations prioritize the development and implementation of responsible AI systems. This means ensuring that AI algorithms are free from bias, have undergone rigorous third-party clinical validation, and are designed to provide patients with clear, transparent, and easy-to-understand recommendations.
By combining the power of AI with a commitment to responsible and patient-centered design, healthcare organizations can create a more personalized, engaging and effective telemedicine experience that meets the evolving needs and expectations of today’s healthcare consumers.
Q. Many companies in the healthcare IT landscape are talking about “responsible AI.” What is your definition of responsible AI and why is it especially important?
A. Responsible AI is a critical consideration for healthcare organizations looking to harness the power of artificial intelligence to improve patient care and streamline their operations. When evaluating potential AI partners, it is essential to look for companies that have a proven history of success in implementing AI solutions across a wide range of healthcare workflows.
This means looking for vendors who have not only built their technology on a foundation of AI, but who also have a significant number of customers who are already using their AI tools in various applications.
One of the most critical aspects of responsible AI is clinical validation. Healthcare organizations should prioritize partnering with companies that have invested in rigorous testing, analysis, and validation of their AI algorithms through third-party studies, peer-reviewed journal articles, and large-scale data set evaluations.
These validation efforts help ensure that the AI solutions being implemented are safe, effective, and reliable, and can demonstrate measurable improvements in quality of care, patient outcomes, and financial performance.
Another important consideration for responsible AI adoption is the organization’s risk appetite and willingness to embrace AI-powered solutions. Healthcare providers may choose to start with simpler operational workflows, such as automating processes within nurse triage lines or contact centers, before gradually moving to more complex clinical applications.
By taking a phased approach to AI implementation, organizations can build trust in the technology while minimizing potential risks and disruptions to existing workflows.
When evaluating AI vendors, it is important to look for partners that provide access to sandbox environments where clinicians and other stakeholders can explore the capabilities of the AI solutions firsthand.
These sandbox environments provide healthcare teams with a valuable opportunity to test the technology under pressure, assess its potential impact on their specific workflows, and gain a better understanding of how the AI algorithms function.