Banner Health's ER Patient Experience Improved By Mobile Chatbots

At Banner Health, a large well being system headquartered in Arizona, a key objective of its Digital and Innovation applications is to rework the affected person’s healthcare expertise. In a single initiative, the well being system assessed all elements of the Banner Health community and uncovered a big alternative throughout the 28 Banner emergency departments, which see greater than 1 million sufferers annually.

Like most well-being methods, the ED poses many challenges from a patient experience perspective as a result of operational realities of managing to provide and demand in a really dynamic, advanced atmosphere. Oftentimes, the result’s a lower than splendid affected person expertise.

Banner Health employees concluded any affected person-dealing with the technology needed to be cellular. Most sufferers now carry a smartphone, and if Banner Health was to be extra client-centric, it wanted to match the digital experiences individuals get once they financial institution, store, or journey, Johnson mentioned.

Banner Health first piloted the bots at one among its excessive-quantity EDs in Phoenix. The chatbot served as a digital concierge that interacted with the sufferers from the second they checked in via discharge. At examine-in, sufferers might choose in by offering their cellular quantity. The minute they sat down within the ready room, they’d get a textual content hyperlink to start the dialog. An easy two-query authentication course of would launch the chatbot engagement.

The pilot was profitable. 46% of sufferers engaged in conversations with the chatbots, and there was a 41% improvement in Internet Promoter Scores for sufferers that used the bots. And Banner Well being scientific groups skilled workload reduction as a result of they have been getting fewer duplicate questions and coping with much less annoyed sufferers. So Banner Health moved shortly from the pilot to a full, systemwide rollout of the ED chatbot.

After the first quarter of full deployment, the chatbots have carried out greater than 900,000 particular conversations with greater than 80,000 ED sufferers. However, one begins to get a way of the size on an annualized foundation.

Banner Health additionally tracked engagement charges, which is basically the proportion of eligible sufferers that authenticate and “converse” with the chatbot, and conversations per affected person as a measure of stickiness with the answer.

The well being system additionally has initiatives within the queue with LifeLink to make use of the bots for period processes, ED discharge, and the inpatient expertise.