By Kenji Taylor, MD, MSc, Clinical Consultant, Supervising Physician, Ubie
LinkedIn: Kenji Taylor
LinkedIn: Ubie
Since the advent of generative AI, there’s been an explosion in innovations focused on helping health systems/providers, from revenue to data management to ambient listening. But not as many are developed specifically for the patient. Though providers face an excessive administrative burden and high rate of burnout, there are simple, available ways we can improve the patient experience that will, in turn, benefit providers.
When we look at appointment scheduling, the typical wait time can be weeks to months. Even then, patients face delays and limited interaction with their physician during their visit. Meanwhile, emergency departments and urgent care facilities face overwhelming demand. These issues show that there is a need for innovation in the digital front door of healthcare.
Appointment Scheduling is a Burden
Fixing appointment scheduling is usually limited to removing the burden from front desk staff and mitigating cancellations. However, 61% of patients report skipping doctor visits because scheduling an appointment was too much of a hassle. For those with appointments, around 20% cancel, making double-bookings a common practice.
But beyond simply booking an appointment, many visits end up being not necessary or not relevant. Patients with symptoms or ailments that could be handled over the phone or at home take up appointment slots, only to cancel once symptoms subside. Some, who may be better served seeing a specialist or another provider, book an appointment only to get a referral.
Barriers to Appropriate Care
These issues aren’t just inconvenient, they create barriers to appropriate care. Patients with severe issues can’t get the appointment they need, and patients who could easily be triaged over the phone end up in the emergency room, taking up resources from others in need.
Resources are limited. Providers can’t return every phone call and the front desk can’t manage every need. Many provider clinics still use a traditional receptionist model, or call centers, which don’t provide an opportunity for triage.
The status quo leaves patients dissatisfied, providers practicing below their license and facing burnout, as well as a lower quality of patient-provider interactions.
Digital Tools Can Improve Patient Triage
The first step is improving the current stature of appointment scheduling is understanding that it is a significant piece of the care continuum. Providers are missing out if they aren’t leveraging digital tools that identify each patient’s individual needs and help address it prior to an appointment.
Providers should focus on digital triage solutions that can:
- Guide patients to appropriate care settings – Determine whether symptoms require emergency care, an in-person visit, virtual consultation, or simply waiting
- Prioritize urgent cases – Ensure that those with time-sensitive conditions receive expedited care, whether that’s at the ER or with an earlier appointment
- Facilitate decision making – Allow patients to input symptom and health information that can highlight if immediate action is needed
- Collect pertinent information – Gather relevant data for providers to reduce triage time and extend patient-provider interactions
Creating Efficiencies for Providers
AI is not yet ready to be a standalone caregiver or make medical decisions without human intervention and analysis. But, it does offer promise for transforming patient triage. AI systems can quickly analyze symptom descriptions, medical history, and risk factors – sometimes faster and more efficiently than humans. This can provide preliminary assessments that guide patients to appropriate resources, including seeing a provider, visiting emergency services, or taking a wait and see approach with over the counter remedies.
These systems can operate continuously, providing immediate guidance regardless of time or day, and can be updated with the latest medical knowledge. When implemented thoughtfully, they can significantly reduce the burden on healthcare call centers and administrative staff.
Key Benefits of Effective Digital Triage
Implementing robust digital triage tools deliver benefits across the healthcare ecosystem:
- For patients: Faster access to appropriate care, reduced wait times, and elimination of unnecessary visits
- For providers: More focused time with patients who truly need their expertise, reduced administrative burden, and the ability to “practice up to their license”
- For healthcare systems: Optimized resource utilization, reduced emergency department overcrowding, and improved patient satisfaction metrics
Understanding Available Solutions
As healthcare IT professionals, we must recognize that truly innovative digital solutions can address fundamental care delivery challenges rather than simply digitizing existing processes. By focusing on effective patient triage before appointments, we can improve patient outcomes, enhance provider satisfaction, and optimize healthcare resource utilization.
By viewing digital health solutions that leverage AI as a means of transforming the patient journey rather than a tool for administrative efficiency, we’ll be able to realize the full potential of digital transformation in healthcare.