No one know when COVID-19 pandemic will be over, healthcare providers would have to stay in touch with their patients to manage their appointments for rescheduling, cancellation, offer remote consultation where possible as well as offering to access to sustainable medication supply for patient with chronic diseases. If the primary care collapse in community, this will further burden the secondary care and creating more demands in hospital admissions. The challenges faced by patient: very difficult to contact healthcare provider for change of follow-up appointments, raise concern when medication supply is critically low, seek notification should an appointment is rearranged by the provider. Patient is hard to raise their requests, concerns and stay in the loop with the adequate level of attention they need.
The challenges faced by healthcare providers: Email inbox and hotlines are overwhelmed and the operators are unable to keep up with demand. Operator's time wasted on transcribing incoming request from email or phone calls to their EHR system. The lack of systematic triage approach is further burdening the primary care. Instead of prioritising incoming requests based on objective parameters, it becomes a first come first served basis.
What it does
Our solution for patient and healthcare provider: Patient can log into VOIS or call the hotline with Voice to Text technology to submit their request and to download the App to be kept in the loop for any feedbacks and updates. Once an eligible patient is in the triage page (VOIS App) or call (VOIS voice to text call), he will be asked with a set of questions. The patient say out his intentions such as 'change appointment', 'I missed an appointment', 'I run out of medicines' etc, his medications supply will also be assessed. His original appointment date will be reviewed accordingly such as if it is on the watchlist which he will get notified if changes occur, or advise to have an appointment for the next available slot in which the patient could give a range of dates for the operator to assess. Patient's demographic, diseases type would also be reviewed by the system.
The operator can view the requests on his dashboard and view incoming requests in and order as set by the parameters he configured locally, such as age, disease type, risk factor, run out of medication supply etc. The operator reply the patient by pre-defined "action types" back to patient, such as "cancellation accepted", "rescheduling request accepted and the next appointment is confirmed", "video or voice consultation is available on the day, would you like to accept" etc.
Advantage over conventional method: Patients requests are taking in 24/7 instead of office hour. Its prioritisations are based on objective parameters instead of first-come-first-serve calls. The App keep everyone in the loop should either patient or healthcare providers made changes to the appointments, hence a reduction in waste of Doctor's resources.
How I built it
We aim to resolve these issues with the use of Voice AI technology. Voice AI can help doctors dictate their SOAP notes, general consultations, discharge summaries etc. much more efficiently, in a fraction of the time it would take to type instead. Imagine asking Siri to bill a particular patient or book an appointment for them. Medical transcriptionists are often responsible for typing out doctor’s notes in EMRs, but they miss things too. Voice AIs can catch up with the pace of a doctor’s dictation, and are a cheaper alternative for family clinics that cannot afford a medical transcriptionist, especially if they are moving from a paper patient record to an EMR. EMRs may have resolved medication errors due to doctor’s handwriting, but Voice AI has the potential to resolve medication errors due to mistyping if trained with complicated medical terms and drug names. Using Voice AI reduces physical contact between healthcare workers and computer stations, reducing the risk of nosocomial infections by contact-transmitted and surface-persistent diseases like MRSA and COVID-19.
Challenges I ran into
Shaping a business model and team formation.
Accomplishments that I'm proud of
Process is moving forward towards prototype testing.
What I learned
Crucial is to find the team members who can contribute and with the needed expertise.
What's next for VOIS HEALTHCARE
- Product development
- Business model shaping
- Testing and piloting with the product in the real environment
- Keep co-operational processes going, gathering the data for possible use-cases