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A23017-ACC23-WCC-Presenentation Jai Nahar (2).pptx
- 1. Redefining patient experience with advanced Digital Technologies Jai Nahar, MD, MBA Associate Professor of Pediatrics George Washington University School of Medicine Attending, Division of Cardiology Children’s National Hospital, Washington DC
- 5. In- person care Digital Technology enabled care Digitally enabled connected care
- 6. CHATBOTS (VOICE BOTS) VOICE ASSISTANTS VOICE ENABLED DIGITAL DEVICES/HUBS VOICE ENABLED CONNECTED CARE
- 10. When is my cardiology appointment with Dr Smith? March 6th, 2023, at 10 am. Do you want me to assist you with online check in process to save time? Sure I have also sent you the directions to Dr Smith's office and parking information. Have a nice appointment! Intelligent Voice Assistants Digital Concierge
- 11. Assistance Digital Front Door Chronic Care Management & Wellness • Screen, Triage • Inform • Assist with care navigation • Connect with providers • Educate • Digital Connection • Remote Monitoring • Risk stratification • Prediction (Voice biomarkers) • Engagement • Adherence • Digital Therapeutics • Behavior modification • Promotion of wellness Functional Spectrum of Voice Enabled Virtual Health Assistants in Health care delivery Jai Kumar Nahar, Francisco Lopez-Jimenez, Utilizing Conversational Artificial Intelligence, Voice, and Phonocardiography Analytics in Heart Failure Care, Heart Failure Clinics, Volume 18, Issue 2, 2022, Pages 311-323, ISSN 1551-7136, ISBN 9780323920193 https://doi.org/10.1016/j.hfc.2021.11.006
- 12. Assistance/ Automation Enhanced Digital Experience Adherence, Engagement Value & Impact • Automation of customer service tasks • Intelligence (IVA) • Embodied virtual agents • Customized • Empathetic • Proactive • Brand Loyalty Value Pyramid 1 2 3
- 13. Home Care providers Intelligent User interface
- 14. Comprehension • Intent recognition • Context Understanding • Learning Health Care Institution • Applications • Providers AI Engine On-Device, Edge, Cloud, AI • Devices • Sensors Execution/Personal Assistance • Natural Interaction (Voice) • Proactive • Personalized & actionable insights • Behavior Modification • Positive reinforcement Perception/Integration • Voice/Language • Biological Digital Signals (Digital, Voice biomarkers) • Physician • Nurse • Medical Assistant • Care Manager • Social Worker Patient Voice Voice enabled Intelligent Virtual Assistant Real Time Analytic Processing Actionable Insights Jai Kumar Nahar, Francisco Lopez-Jimenez, Utilizing Conversational Artificial Intelligence, Voice, and Phonocardiography Analytics in Heart Failure Care, Heart Failure Clinics, Volume 18, Issue 2, 2022, Pages 311-323, ISSN 1551-7136, ISBN 9780323920193. https://doi.org/10.1016/j.hfc.2021.11.006
- 15. DIGITAL FRONT DOOR Dynamic Platform Omni channel access Evolving suite of Innovative Digital tools Digital User Experience UX(D) Engagement Adherence Brand loyalty Meet needs & Expectations
- 16. Easy to use: Design, Tech interface Inclusive Reliable,Trustworthy Privacy, security
- 17. Patient centered Digital Tech Promote Digital Inclusion Advanced HCI: Voice integrated proactive Humanoid Virtual Assistants
- 18. Digital Technologies can transform patient experience Voice Technology: new Digital Health utility Patient centric design and digital inclusion are integral for successful adoption.
Editor's Notes
- In the continuum of health care journey from home to hospital, there are several drivers of enhancing patient experience in digital age. These are : convenience of seeking care, connectivity with care providers and community resources, and access to proper and timely care. Engage the patients in creating dynamic awareness of one's health, specially in the current era of patient facing digital sensors and devices, Facilitating timely action, ultimately creating value for patient and improving outcome.
- Transformation of patient experience can be facilitated by Redesigned health care delivery. Which involves bringing the Art and Science together Art is pt centered design Science is the digital technology This involves combining in -person and digitally enabled care to enhance patient experience.
- For the talk today I want to focus on one emerging Digital technology: which integrate Voice technology and AI. This technology can be used to provide various patient facing solutions such as: Voice Bots Voice assistants Voice enabled digital devices/hubs All of these can be used to provide digital points in a more advanced model of voice enabled connect care model. Now let us explore each one of them.
- First let us talk about first vocie enabled solution - voice bots: these are chats bots using voice user interface so patients can communicate with voice bot using Voice.
- This is an example of voice enabled check box. Mayo Clinic has an online symptom checker which has a voice interface as shown by the blue arrow on this web page using the voice interface patients can give voice commands to find more details about a particular symptom which they wish to explore. Similar voice bots can be customized for cardiology care.
- Now let us talk about second solution which is Voice enabled assistants. These connect digital concierge for the patients
- This slide illustrates the use case of a intelligent Voice Assistant which can be used by the patient. make us look at how a patient can use this voice assistant to provide convenience in seeking information for the appointments. as shown the patient give the voice command to the assistant when is my cardiology appointment with doctor Smith the assistant response March 6/23 at 10:00 AM an intelligent proactive assistant would immediately ask the next question Do you want me to assist you with online check in process to save time? The patient responds sure. the assistant helps in on line check in process and then also responds by saying I have also send you the correction St. up to Smith's office and parking information have a nice appointment.
- Voice enabled VA can improve patient experience through three different functional categories as mentioned in the slide. The first category is assistance these virtual assistants can help the patient in screening triaging providing information assistance with daycare navigation connection with the providers and providing education the second category is digital front door. Voice Assistant incorporated into the digital front door can help in providing digital connection with their care team, facilitating remote patient monitoring and risk stratification. The third category is chronic care management and Wellness. This is specially important for high risk patients such as CHF, HTN, diabetes The virtual assistant can help in patient engagement adherence with the treatment, behavior modification an overall promotion of Wellness.
- As shown in this slide, VA can create value to patient by: Assistance /auomation of customer service tasks 2. Enhanced Digital experience 3. Treatment adherecne and engagement
- The next application of voice technology is voice enabled connected care.
- This slide illustrates an innovative care delivery model which I have labelled as Voice Integrated Connected care. This is a good example of man-machine intelligence synergy and leverages technology such as remote monitoring devices, voice, virtual assistants, AI to connect patient to the care providers, augmenting care delivery at home. This has 3 important interconnected components. First is remotely monitored patient, and voice enabled virtual assistant, second is the AI engine and third is the multidisciplinary care delivery team. Patient’s voice commands and digital remote monitoring signals are transmitted via the virtual voice assistant (gateway) to the AI engine and as needed to Care delivery team. The AI Engine enables RTAP of this input and in conjunction with care provider team, provides personalized and actionable health promoting insights, delivered back to the patient via voice enabled virtual assistant.
- Digital front door also serves as a use case of connected care in providing digital experience as a service to the patient. this dynamic platform can provide omnichannel access integrate evolving suite of innovative digital tools including voice user interface and voice enabled devices helping to meet needs and expectations of the patient enhance patient user experience promoting brand loyalty.
- Let us look at some of the challenges for adopting this voice enabled technology. first is the technology should be easy to use including the design and tech interface. second is second the technology should promote digital inclusiveness, look at patients who are less tech savvy should also be able to use this technology third and very important. of course reliability trustworthiness of the voice solution is important for adoption of the patient and privacy and security of maintaining patient data is integral.
- In future consideration should be given for developing patient centered digital technology; second is using strategies to promote digital inclusion rather than to increase digital disparities third is development of advanced human computer interaction that is voice integrated proactive humanoid virtual assistance to increase patient experience