Digital health: tools at the service of digital health

In recent years, digital health has revolutionized the world of healthcare, opening up new possibilities for improving the efficiency of services and the patient experience.

Digital health: what it means

The term digital health refers to the use of digital technologies to optimize disease prevention, diagnosis, treatment and monitoring, making health services more accessible and personalized.

The adoption of digital tools such asartificial intelligence, artificialtelemedicine and health management applications has redefined the internal processes of healthcare facilities. The goal is to improve the quality of care, reduce response times, and make the health care system more sustainable and efficient.

Omnichannel strategies in digital health care

Omnichannel is one of the most important developments in modern health service management because it enables facilities to interact with patients through different channels in a seamless and consistent manner.

This approach unifies tools such as email, phone, chat, apps, and chatbots, ensuring that every interaction between the patient and the health system is part of a seamless experience.

For healthcare facilities, the omnichannel also enables more effective resource management. Simple requests can be automated with AI reception, reducing the workload of human operators and reserving valuable time for them to respond to more complex requests.

AI Reception: artificial intelligence for first-level assistance

The introduction of AI reception technologies has fundamentally changed the way healthcare facilities manage first level assistance with AI.

These systems, often in the form of chatbots or virtual assistants, can answer frequently asked questions, manage bookings, send reminders and provide basic clinical information to patients. This way, AI reduces waiting times and lightens the workload of healthcare staff.

How the AI reception works

The AI reception functions as a true 24-hour digital front office, capable of assisting patients without interruption. For example, a chatbot can answer general questions about schedules, available services or booking procedures, ensuring continuous and immediate service.

Automation not only improves the patient experience, but also significantly reduces the operational costs of healthcare facilities by eliminating the need for human support for the simplest requests.

Another advantage of AI in first level assistance is in its ability to integrate with other technologies, such as electronic health record management systems and omnichannel platforms.

Thanks to the flexibility offered by artificial intelligence, AI reception solutions can be adapted to the specific needs of the facility and the market, such as according to the different nationalities and languages spoken by patients.

With these integrations, the patient journey becomes more seamless, with the ability to transfer information gathered by AI directly to human caregivers when more specialized intervention is needed.

Digital health: the role of human operators in managing complex requests

The AI reception is the patient’s first point of contact with a hybrid system, in which artificial intelligence plays a first-level role. The information gathered by the AI is then channeled into the flow of information to human operators, who are able to perform second-level assistance in a targeted manner based on the complex needs of patients.

When a patient is faced with a clinical issue that does not fit into automated protocols, human intervention is required. Skilled practitioners can provide personalized responses and address critical situations that require immediate and precise decisions.

For patients, this combination of automation and human support ensuresfaster and more satisfactory care, reducing errors and improving the perceived quality of service. For healthcare facilities, it represents an opportunity to maintain operational efficiency without sacrificing the quality of the human relationship.

BPO and digital health: how service providers can support digital transformation

Business Process Outsourcing is playing a crucial role in the digital transformation of healthcare, supporting facilities in adopting and implementing technologies such asAI reception and AI-enabled first level assistance systems. BPO service providers offer specialized expertise and innovative technology resources that enable healthcare facilities to improve operational efficiency and optimize resource management.

With BPO, healthcare facilities can outsource complex and repetitive processes . This allows healthcare organizations to focus more on the core business of delivering quality medical care, while leaving the management of more technical and operational processes to external partners.

INGO solutions for the healthcare sector

For the healthcare sector, INGO has developed a range of technologies to support healthcare organizations in management of appointments and patient requests. AI reception is a digital health technology that enables first- and second-level help desk delivery that is efficient and suitable for improving patient satisfaction and the quality of care delivered.