Healthcare Patient Engagement

The Challenge

A community healthcare network was struggling with significant accessibility barriers in their information systems. Their website contained critical information about programs, services, and health resources, but it was presented in a tedious, complex manner that made navigation extremely difficult for many patients.

The problems were particularly acute for patients who weren't fluent in English or French—the only languages supported by their digital resources. With a diverse community speaking over 20 different languages, many patients simply couldn't access vital healthcare information. The website's complex structure, medical jargon, and lack of intuitive navigation created insurmountable barriers.

As a result, the healthcare network saw increasing numbers of patients who couldn't find appropriate services, missed appointments due to confusion about locations or times, and failed to take advantage of beneficial programs simply because they weren't aware of them or couldn't understand how to enroll.

Our Approach

We developed a comprehensive AI communication solution that operated across two key channels: a multilingual phone hotline and an interactive web assistant. Rather than requiring patients to navigate complex website structures or decipher medical terminology, our solution allowed them to simply ask questions in their preferred language and receive immediate, accurate information.

The AI system was trained on the healthcare network's complete information repository, including program details, eligibility requirements, appointment procedures, facility locations, and service offerings. This allowed it to provide comprehensive answers while maintaining the healthcare provider's professional standards and accurate medical information.

Key Features

• Multilingual AI hotline supporting 24 languages, available 24/7 for patient inquiries
• Web-based AI assistant that extracts and presents relevant information without requiring navigation
• Natural language understanding that interprets questions regardless of phrasing or accent
• Ability to simplify complex medical terminology into accessible explanations
• Personalized responses based on specific patient needs and circumstances
• Seamless handoff to human staff for complex situations requiring additional support
• Continuous learning system that improves responses based on community needs

Results

The implementation of our AI communication solution transformed how the community accessed healthcare information:

• 42% reduction in missed appointments as patients could easily confirm details via phone or web
• 65% increase in program participation among non-English/French speaking communities
• 38% reduction in administrative call volume, freeing staff to focus on complex patient needs
• 91% of users reported finding information "easily" or "very easily" compared to 34% before implementation
• Significant increase in preventative care participation as patients discovered previously unknown services

Most importantly, the solution created equity in information access. Patients who previously struggled with language barriers or complex navigation could now simply ask questions in their own words and receive clear, actionable information instantly—whether calling by phone or using the website.