Automating Patient Care Navigation
A teaching hospital located in North America Founded in 1834 having a rich history. The hospital played a significant role in medical education and clinical training. With 945 beds, it provides a wide range of services, including an emergency department.
Problem Statement
The healthcare provider’s existing patient care navigation process was inefficient and burdensome for both patients and staff. Patients often faced long wait times, confusion about where to go for care, and a bad user experience. Meanwhile, clinical staff were overwhelmed with administrative tasks related to patient intake, triage, and routing.
Our Solution
We implemented a GenAI and RAG-powered digital navigation platform that could:
- Capture patient symptoms and other relevant data through conversational AI.
- Intelligently triage patients and route them to the right level of care, whether virtual, in-person, or to the emergency department.
- Provide patients with personalized care plans, educational resources, and appointment scheduling.
- Automate clinical documentation using RAG to save time for providers.
Business Benefits
- 17% of patients were served through automated self-service features, reducing administrative workload.
- Patient engagement rates increased by 58% as the digital platform provided a more seamless and personalized experience.
- Hospital readmission rates decreased by 14% as patients were better supported before and after visits.
- 97% of patients rated their experience 4/5 or higher, indicating high satisfaction.
