Virtual assistants, which are powered by artificial intelligence and voice technology, can efficiently facilitate healthcare providers' connection and communication with their patients, as well as improve collaboration among the care team. As COVID-19 brought a shift to virtual visits, virtual assistants demonstrated they are essential tools that help patients visualize their data, successfully complete telehealth appointments and maintain quality care.
In a March 24 featured session sponsored by Caregility and held during Becker's Telehealth Virtual Forum, Wendy Deibert, Caregility's vice president of clinical solutions, consultancy and business development, discussed the benefits of virtual assistants.
Ms. Deibert discussed five key capabilities of virtual assistants:
- Pre-care preparations. Virtual assistants can assist patients with appointment scheduling, deliver appointment reminders, obtain consent, intake patient information and coordinate a care team. They can also help ensure patients have an adequate WiFi connection for the virtual visit and understand how to use the technology they need for the appointment, as well as let them know if their provider is running behind on schedule.
- Question answering. Patients can send the virtual assistant questions before their telehealth appointment, and it will respond with information that helps them get ready for their visit.
- Appointment initiation. Virtual assistants can check in patients for virtual visits, alert all clinicians that the patient has arrived and send invitations for guests to join the appointment whenever necessary.
- Document sharing. Virtual assistants can ensure all members of the care team have easy access to the information they need to provide informed care, such as patient histories, vital signs and medication regimens. They can also allow for this information, such as medical testing records of X-rays, to be displayed onscreen for the patient to see.
- Driving best practices. Virtual assistants can ensure patients get their flu shots, schedule follow-up appointments and coordinate care for inpatients, discharged patients and or patients in post-acute care facilities. They can also schedule regular check-ins for discharged patients and those with chronic conditions.
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