The Challenge.

  • Vet techs spend valuable time on triage, asking a series of questions to assess the severity of each patient's health concerns upon entering the Emergency Room.
  • A technician's time would be better spent caring for patients.
  • This clinic performed little analysis and gathered minimal data related to ER traffic, thus failing to assess patterns of patients' presenting problems.

The Solution.

  • Designed and built a chatbot to interact with patients arriving to the Emergency Room, asking a series of questions and assessing the triage priority.
  • Used NLP/NLU functionalities to understand free-text responses by the user and determine the relevant presenting problem.
  • Integrated the chatbot with a mobile app so users can answer questions without being in the hospital, which was particularly necessary under COVID-19 circumstances. 

The Results.

  • Reduced triage costs by saving ~20 minutes of time per consult by vet technicians.
  • Collected data about patient traffic, common issues, and more that were used in future projects to improve the patient journey.
  • Streamlined the process of information gathering in the ER by integrating the tool with the Emergency Medical Records system.
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