2024-04-18 16:08:20
HEALTH. For a little over a year now, the team at the Family Medicine Group of the University of La Pommeraie (GMF-U) has been using software that uses artificial intelligence to better guide patients who call them. Already, the results are being felt.
From the first week after implementing the Vitr.ai software, designed by Granby pharmacist Alexandre Chagnon, the duration of calls was reduced by 75%.
This software helps direct patients to the right professionals at the right times.
“A user who calls the clinic, when the administrative agent takes the call, they name their problem,” explains the doctor at GMF-U La Pommeraie, Dr. Jean-Gabriel Billette. She enters her problem word for word into a box in the software. From this information, the software will generate the next questions to answer two questions. Who is the most relevant health professional to assess the patient’s problem? And when would it be most relevant? »
Normally, the medical secretaries answer the telephone at the GMF-U, but due to a shortage of manpower, fewer and fewer are available.
“We often have to take on administrative agents who don’t necessarily come from the health sector,” notes Dr. Billette. With the software, it helps with decisions and guides you to the right professional. Even our qualified medical secretaries like this tool because it gives them a sense of confidence and competence. They agree with the instructions. »
With this tool it is also possible to optimize the skills of the healthcare team.
“There are problems that are better managed by a community pharmacist and this allows more time for the doctor or nurse at the clinic,” says Dr Billette as an example. We find the right provider for the right patient at the right time! »
The software was also able to modernize ways of doing things.
“Prior to this tool, the orientation was done using a large indigestible grid, on paper,” says Dr. Billette. Now it’s all integrated in the guide that the software offers. If there are changes, when a new professional comes or goes, it will change course, without you having to put a bunch of post-its on paper! »
“To train new people as telephone operators, it’s much faster because they can rely on this tool,” he says.
The duration of calls made to the GMF-U has been reduced by 75% since the software was implemented. (Photo: Shot/YouTube – CIUSSS de l’Estrie-CHUS)
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