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AI Everywhere: Where Artificial Intelligence and Health Care Intersect
Imagine a world where AI doesn’t just support health care providers, but anticipates their next move — detecting diseases faster than human eyes, analyzing patterns and patient data that humans might overlook and revolutionizing health care decision making at every level. Driven by data, AI can identify which patients are most likely to have repeated emergency department visits or thrive from personalized medicine. With the power of robotics enhanced by AI, people with medical needs can gain more independence, managing daily tasks such as taking medication, monitoring their health and receiving personalized care, all from the comfort of their own homes. And this is just the beginning. “AI is transforming – and is going to continue transforming – every industry, especially health care,” said Bharat Rao, a notable figure in the fields of health care, technology and AI. Rao himself has made significant contributions to artificial intelligence, machine learning and data analytics, particularly in health care innovation. His current start-up, CareNostics, uses AI technology to identify patients at increased risk for chronic disease. “We take this for granted,” he said, “but it’s like what I used to see on Star Trek as a kid. The opportunities are limitless.” Rao was a keynote speaker at ChristianaCare’s inaugural Innovation Summit, a two-day conference at ChristianaCare’s Newark campus in Delaware, in fall 2024. During panel discussions and keynotes, more than 200 attendees heard about current and future health tech from national innovators and thought leaders, as well as technical advice for inventors who want to patent ideas and protect intellectual property in a world where “AI Is Everywhere,” the conference’s theme. Speakers emphasized that it’s not just technologists, but also researchers, clinicians and other health care professionals who play an essential role in implementing AI-based health care solutions. “There’s no AI without HI, which is human intelligence,” said Catherine Burch, MS, CXA, CUA, vice president of innovation at ChristianaCare. “You want to help shape the future, not wait for it to shape you.” How AI helps improve patient care “AI is incredibly good at reducing noise in images,” said speaker David Lloyd, a technical leader at Amazon, who discussed the use of AI in radiology. “It can detect anomalies, and it can automate radiologist reports, which saves time for radiologists.” Data informatics is another example of the power of AI to help health professionals determine which patients are at an increased risk for falls, malnutrition or recurrent asthma attacks, enabling them to optimize patient health and prevent hospitalizations. “Some patients with asthma go to the ER repeatedly because their treatment plan isn’t working,” said speaker Vikram Anand, head of data at CareNostics. When patients have uncontrolled asthma, data-rich platforms like CareNostics can provide treating physicians with guidelines and other support to improve patient care, which may lead to evidence-based medication changes or other therapies, he said. Using robots as part of the health care team in patient homes may sound like science fiction, but speakers discussed the current evolution of consumer robotics, like Amazon’s Astro. Astro follows patients around their home, interacts with them and supports their care. When ChristianaCare tested Astro’s impact on HomeHealth patients, they found that it reduced feelings of isolation by 60%. “Astro is like Alexa on wheels,” said speaker Pam Szczerba, PT, MPT, CPHQ, director of ChristianaCare’s HomeHealth quality, education and risk management, who studied patients’ experiences with Astro. “People like interacting with Alexa, but they can only interact in the room they’re in. Astro’s mobility lets it go to the patient.” Based on early successes, health professionals are assessing robots as an extension of clinicians in the home. Early results show that patients with robots show improved activation with their care plans. This may lead to more widespread distribution of household robots to newly diagnosed patients to help prevent disease complications, avoidable emergency department visits and re-hospitalizations. How AI helps ease provider burden Speakers also discussed the potential of AI to improve health care delivery and patient outcomes by handling more administrative work for health professionals. “We can reduce some of the redundancy of work to free up time for people to be creative,” said speaker Terrance Bowman, managing director at Code Differently, a company that educates and prepares people to work in technology-driven workplaces. “AI should be taking the ‘administrivia’ – administrative trivial tasks – out of your life,” said speaker Nate Gach, director of innovation at Independence Blue Cross. “When you want folks to do the creative part of the job that takes brain power, have ChatGPT respond to easy emails.” Other examples shared included the power of AI to record meetings, create summaries and send participants automated meeting minutes. Benefits can be seen across industries. Specific to health care, eliminating the need for note-taking during visits enables more personalized and attentive provider-patient interaction. With the evolution of ambient speech apps, clinicians are no longer just dictating notes into the electronic health record. Now AI is listening to the conversation and creating the notes and associated recommendations. “The physician is no longer spending ‘pajama time’ doing catch-up work, at home late into the evening,” said speaker Tyler Flatt, a director and leading expert in AI and digital transformation at Microsoft. “Especially as we’re dealing with burnout, it’s better for patient and physician satisfaction.” AI may also help caregivers uncover details that they hadn’t noticed, helping them diagnosis patients with subtle symptoms. “We feed a large quantity of data and have it suggest commonalities about patients,” said speaker Matthew Mauriello, assistant professor of computer and information sciences at the University of Delaware. “Some things are very insightful, but humans miss them.” AI has also been used for patient engagement, including chatbots that can assist with tasks like scheduling clinical appointments or acknowledging patient questions. “One of the things AI is great at is natural language understanding,” said David Lloyd. “You can alleviate a lot of the burden if you have something that can talk to your patients, especially if it’s an administrative task.” Creating new health innovations “The key is to think of something you’ve done that’s original and non-obvious,” said Rao, who holds more than 60 patents in AI. “The process of writing about it will help you flesh it out.” Turning breakthrough ideas into game changers is just the start — protecting these innovations is what ensures they shape the future, rather than fade into the past. “Keeping it secret and internal to your organization until you know what you want to do with it is important,” Greg Bernabeo, partner at FisherBroyles, LLP, said. “Otherwise, the opportunity is lost, and you can’t get the genie back in the bottle.” Benefits of non-obvious thinking People who pursue “non-obvious” ideas are often on the cutting edge of technology in and out of health care, said keynote speaker, Ben DuPont, while discussing innovative ideas with Randy Gaboriault, MS, MBA, senior vice president and chief digital and information officer at ChristianaCare. “Amazon was not founded by a book retailer; Airbnb was not founded by somebody who was in hospitality,” said DuPont, author, entrepreneur, and co-founder and partner at Chartline Capital Partners venture capital fund. “Before Uber, the founders were running around Paris and they couldn’t get a taxi.” Innovative ideas often arise when people consider non-obvious points of view while thinking about solutions, DuPont said. Non-experts have the ability to cut through the clutter and find the frustration, which can lead to innovative solutions, which DuPont explores in his book “Non-Obvious Thinking: How to See What Others Miss.” Health providers, for example, may discover ideas when they move out of their comfort zones. “If you want to be a better doctor, go do something that has nothing to do with medicine,” he said. “Innovation happens at the collision of seemingly unrelated disciplines.” Diversity in the workplace is necessary, “but it’s not just diversity in the way people look: It’s diversity in how people think,” DuPont said. “There are people that think in dramatic and different ways. We need those people around the table. They might say: ‘If we just move this little thing over here’ … and it starts an avalanche that changes the world.” Involving the future generation During the Innovation Summit, students with an interest in STEM (science, technology, engineering, and mathematics) from St. Mark’s High School in Wilmington, Delaware, competed against one another at ChristianaCare’s inaugural HealthSpark ChallengeTM. Twenty-six high school juniors and seniors were divided into five teams, then challenged to brainstorm ideas for solutions to address the negative mental health effects of social media on teenagers. Each team created a concept poster and pitched their ideas to Summit attendees. The attendees then voted for their favorite solution. The winning solution, Editing Identifiers, is designed to help minimize negative feelings about body image among teens. The solution would use AI technology to identify altered photos on social media. The goal would be to show teens that photos of “perfect” people aren’t real and alleviate the feelings of body dysmorphia. Looking forward Summit speakers highlighted many ways that AI is already incorporated into health care, as well as ways that health tech, AI, and robotics may improve care for patients in the coming years. “We are just scratching the surface,” Rao said. “It’s like laparoscopic surgery – years ago, it was considered experimental or dangerous. Today, surgery is commonly done laparoscopically, with better outcomes and less infection. AI can help identify care gaps and get the right treatment to the right patient. It’s going to be good for the patient.” In a rapidly evolving landscape, the integration of AI into health care not only enhances patient care but also creates opportunities for innovation and collaboration, said ChristianaCare’s Gaboriault. “As AI continues to advance, the health care industry stands on the brink of a revolution, one where the possibilities are as vast as the data that fuels them.”
Kert Anzilotti, M.D., Appointed President of the Medical Group of ChristianaCare
Kert Anzilotti, M.D., MBA, FACR has been appointed president of the Medical Group of ChristianaCare. Anzilotti has served as interim president since June 2024. He will also continue in his role as system chief medical officer of ChristianaCare. As president of the ChristianaCare Medical Group, Anzilotti will seek to improve every aspect of care for every person the Medical Group touches. He will focus on the optimization of care delivery, strategic visioning, network development, clinical technology implementation and leveraging medical informatics. Anzilotti will continue to develop new care models that transcend settings, promote value-based care and improve the patient experience across the clinical enterprise. Among his priorities are the adoption of population health measures, the embedding of health equity into care delivery and workforce development, further expansion of access points for patients and the continuous enhancement of patient and caregiver experience. “Dr. Anzilotti is exceptionally qualified to lead the Medical Group of ChristianaCare,” said Janice E. Nevin, M.D., MPH, president and CEO of ChristianaCare. “His passion for our mission and vision for the future strength of our Medical Group is unwavering. Since joining ChristianaCare in 2011, Dr. Anzilotti has earned a well-deserved reputation as a thoughtful and collaborative leader.” Anzilotti has served in numerous leadership roles at ChristianaCare, including as chief medical officer, acute care; chair of the Department of Radiology; medical director of Imaging Services; and physician leader of the Neurosciences Service Line. He also previously served as Interim President and CEO for the eBrightHealth ACO with responsibility for physician leadership and network operations. He is board certified in Neuroradiology. “Over the many years I have been at ChristianaCare, I have had the privilege of witnessing the dedication and compassion of my Medical Group colleagues as we served together with love and excellence,” Anzilotti said. “I am honored to lead this incredible, dynamic group that is reshaping the future of care, ensuring everyone we serve can achieve their best health.” Anzilotti earned his medical degree from Jefferson Medical College of Thomas Jefferson University in Philadelphia. He earned his MBA at the University of Delaware, completed the Managing Health Care Delivery Course at Harvard Business School and graduated as Physician Executive Fellow in the Health Management Academy, GE Fellows Program. The Medical Group of ChristianaCare consists of over 2,200 dedicated doctors, nurse practitioners, physician assistants and other caregivers. This highly skilled team delivers exceptional care through ChristianaCare’s community-based primary care and specialty care practices serving Delaware and surrounding states. Additionally, the Medical Group collaborates with ChristianaCare hospitalists to ensure seamless continuity of care for our patients, from primary care to hospital care and back again.
• Has potential to help geneticists investigate vital issues such as antibacterial resistance • Will untangle the genetic components shared due to common ancestry from the ones shared due to evolution • The work is result of a four-year international collaboration. Aston University has worked with international partners to develop a software package to help scientists answer key questions about genetic factors associated with shared characteristics among different species. Called CALANGO (comparative analysis with annotation-based genomic components), it has the potential to help geneticists investigate vital issues such as antibacterial resistance and improvement of agricultural crops. This work CALANGO: a phylogeny-aware comparative genomics tool for discovering quantitative genotype-phenotype associations across species has been published in the journal Patterns. It is the result of a four year collaboration between Aston University, the Federal University of Minas Gerais in Brazil and other partners in Brazil, Norway and the US. Similarities between species may arise either from shared ancestry (homology) or from shared evolutionary pressures (convergent evolution). For example, ravens, pigeons and bats can all fly, but the first two are birds whereas bats are mammals. This means that the biology of flight in ravens and pigeons is likely to share genetic aspects due to their common ancestry. Both species are able to fly nowadays because their last common ancestor – an ancestor bird - was also a flying organism. In contrast, bats have the ability to fly via potentially different genes than the ones in birds, since the last common ancestor of birds and mammals was not a flying animal. Untangling the genetic components shared due to common ancestry from the ones shared due to common evolutionary pressures requires sophisticated statistical models that take common ancestry into account. So far, this has been an obstacle for scientists who want to understand the emergence of complex traits across different species, mainly due to the lack of proper frameworks to investigate these associations. The new software has been designed to effectively incorporate vast amounts of genomic, evolutionary and functional annotation data to explore the genetic mechanisms which underly similar characteristics between different species sharing common ancestors. Although the statistical models used in the tool are not new, it is the first time they have been combined to extract novel biological insights from genomic data. The technique has the potential to be applied to many different areas of research, allowing scientists to analyse massive amounts of open-source genetic data belonging to thousands of organisms in more depth. Dr Felipe Campelo from the Department of Computer Science in the College of Engineering and Physical Sciences at Aston University, said: “There are many exciting examples of how this tool can be applied to solve major problems facing us today. These include exploring the co-evolution of bacteria and bacteriophages and unveiling factors associated with plant size, with direct implications for both agriculture and ecology.” “Further potential applications include supporting the investigation of bacterial resistance to antibiotics, and of the yield of plant and animal species of economic importance.” The corresponding author of the study, Dr Francisco Pereira Lobo from the Department of Genetics, Ecology and Evolution at the Federal University of Minas Gerais in Brazil, said: “Most genetic and phenotypic variations occur between different species, rather than within them. Our newly developed tool allows the generation of testable hypotheses about genotype-phenotype associations across multiple species that enable the prioritisation of targets for later experimental characterization.” For more details about studying computer since at Aston University visit https://www.aston.ac.uk/eps/informatics-and-digital-engineering/computer-science
Public lecture: how can we have a good future with artificial intelligence?
Public lecture: how can we have a good future with artificial intelligence?AI expert and educator Professor Anikó Ekárt to discuss one of today’s most provocative topics Lecture will take place on 28 February at Aston University Talk to explore artificial intelligence’s capabilities, benefits and pitfalls. The potential impact of artificial intelligence (AI) on our daily lives will be explored in a public lecture at Aston University. The University is inviting the public onto its campus on Tuesday 28 February to hear Professor Anikó Ekárt discuss one of today’s most provocative topics. Research into AI began in the1950s and since then it has played an increasing role in daily lives, such as chatbots and digital assistants. As an AI researcher and educator, Professor Ekárt will take a pragmatic view of the technology, arguing that society will benefit from it – but only if it is used responsibly. She said: “Digital assistants based on speech recognition are now broadly accepted and successfully embedded in many business services. “However, the most recent release of a chatbot with amazing writing capabilities has divided the world; some are relieved that their job may now become substantially easier, but others have questioned the impact of this on education. “In the lecture, I’ll suggest three key directions; responsible use of AI, exploring many AI techniques rather than focusing on just one, and educating the public about AI’s capabilities, benefits and pitfalls.” She will illustrate the success and further potential of less well-known AI techniques, such as evolutionary computation, genetic programming and symbolic regression, based on her 25 years of research. Anikó who is a professor of artificial intelligence, joined Aston University in 2006 as a lecturer. She leads the artificial intelligence research theme within the School of Informatics and Digital Engineering. Her research interests are centred around AI methods and their application, focusing on evolutionary algorithms and genetic programming. She has successfully contributed to applications of AI techniques to health, engineering, transport, and art. In 2022 she was the winner of the Evo* Award for Outstanding Contribution to Evolutionary Computation in Europe. The free event will be taking place on 28 February from 6 pm to 8 pm and will be followed by a drinks reception. To sign up for a place visit https://www.eventbrite.co.uk/e/an-inaugural-lecture-by-professor-aniko-ekart-tickets-516518760517
Faculty from Georgia Southern University’s Jiann-Ping Hsu College of Public Health (JPHCOPH) have secured a federal grant totaling more than $1.8 million from the U.S. Department of Health and Human Services to promote inclusive excellence in health informatics and health equity. With the goal of empowering minority students through education, JPHCOPH’s Professor and Department Chair Gulzar Shah, Ph.D., as principal investigator, and Associate Dean for Academic Affairs Nandi Marshall, DrPH, as co-investigator, received the grant as part of the $7.98 million award for the TRIUMPH (Training in Informatics for Underrepresented Minorities in Public Health) consortium, which included three other universities and four public health organizations. “This initiative will help our college foster collaborations and community engagement involving influential public health agencies, academic institutions, community organizations and public health agencies,” stated Shah. “It will assist with paid practical experience for students and the practicum sites, and better prospects of job placements for the graduates. The grant will also involve health informatics capacity-building in the current public health workforce in Georgia.” In addition, the grant will help facilitate a new fully online concentration in public health informatics within the University’s existing Master of Public Health (MPH) program. This concentration will feature new courses focused on health information systems, data analytics and public health data visualization for evidenced-based practice. The courses will also be available as elective options for students in the Doctor of Public Health program. As well, the award also provides several graduate assistant opportunities to support students enrolled in the new MPH concentration. If you're a reporter looking to know more about this important topic - then let us help with your coverage and stories. JPHCOPH’s Professor and Department Chair Gulzar Shah, Ph.D, is available to answer your questions - simply reach out to Georgia Southern Director of Communications Jennifer Wise at jwise@georgiasouthern.edu to arrange an interview today.
ChristianaCare is the first health system in the Philadelphia region piloting an innovative tool called Moxi, a collaborative robot — or “cobot”— that can assist in the hospital by making deliveries and performing other non-clinical tasks so that nurses and other clinical staff can spend more time focused on what they do best—caring for patients. With a landmark $1.5 million grant from the American Nurses Foundation, ChristianaCare will deploy a total of five Moxi cobots at Christiana Hospital. It is the largest single grant in the history of Nursing at ChristianaCare. Research published in the Journal of Nursing Management shows that nurses spend a significant amount of time — up to 33% of their shifts — on time-consuming but simple tasks such as dropping off lab specimens, collecting supplies or picking up medications from the pharmacy. By taking over these time-consuming but simple tasks, Moxi enables nurses to focus on patient care, where their skills are most needed. “Nurses need the time and space to deliver care and patient education at the top of their license,” said Ric Cuming, Ed.D., MSN, RN, NEA-BC, FAAN, chief nurse executive and president, ChristianaCare HomeHealth. “Moxi will be doing those hunting and gathering tasks such as getting equipment and supplies, which nurses are doing today but don’t need to be doing.” Cobots are designed to share workspace and interact directly with people. In ChristianaCare’s initiative, the Moxi cobots will be integrated with the Cerner Corporation electronic health record (EHR) platform and use artificial intelligence to proactively identify when nurses will need equipment, supplies, medications and lab tests. The Moxi cobots will be deployed to 11 inpatient units, partnering with more than 400 nurses. The American Nurses Foundation grant will enable ChristianaCare to evaluate the impact of cobots on nursing practice with the goal of scaling the technology if successful. “Moxi is not a replacement for a nurse or nursing position — or any position,” Cuming said. “It is an additional resource for nurses and their teams. “With robotic technology, we are using resources wisely and effectively, creating more efficient workflows, reducing repetitive tasks and freeing up nurses’ time for the complex clinical work that they excel at doing.” Reimagining Nursing ChristianaCare is one of 10 grant recipients from the American Nurses Foundation Reimagining Nursing (RN) Initiative. “We are proud that the American Nurses Foundation has the confidence in bold nurse-led ideas that will lead to large-scale, replicable change,” said Katherine Collard, MS, RN-BC, chief nursing informatics officer at ChristianaCare. “This grant will support nurses at ChristianaCare and our nursing colleagues across the nation in realizing their full potential, giving them the tools, resources and power to improve health care now and in the future.” With the American Nurses Foundation grant, ChristianaCare will conduct research on driving nursing outcomes through robotics. “We have a transformative opportunity to generate new knowledge and to move the science forward around robotics in nursing and in health care,” said Susan Birkhoff, Ph.D., RN, nurse scientist at ChristianaCare. “Through research, we will study Moxi’s impact to nursing caregivers that will have broad implications for nursing practice, workforce and education,” she said. ChristianaCare began exploring the potential of robotics to support Nursing with two Moxi cobots acquired in February, funded through the generosity of donors including Good Samaritan, Inc. and E.J. “Woody” Rice. With the grant, said Birkhoff, ChristianaCare will take Moxi to the next “bold frontier,” adding three more cobots with the goal of automating and optimizing nurses’ workflow without interrupting care. With five total cobots, ChristianaCare will be home to the largest number of Moxi robots in health care. The Little Bot That Can Before Moxi can become fully part of the care team, it must learn to navigate the hospital and respond to the nurses’ needs. Using artificial intelligence, Moxi is mapping out Christiana Hospital through sensors and other machine-learning technology so that the cobots can ultimately navigate and work autonomously. “When the Moxi cobots are fully integrated, we anticipate that they will complete up to 200 delivery tasks a day,” Collard said. “By making point-to-point deliveries, Moxi can save nurses hours of time and thousands of steps.” Designed to be compatible with the busy environments of hospitals, Moxi’s features include: Social intelligence: Moxi won’t bump into people or objects in hallways, waves when it sees someone new and happily poses for selfies. Mobile manipulation: Moxi can learn to use its robotic arm to operate existing automatic doors and elevator panels. Human-guided learning: The more Moxi is used, the more Moxi learns and adapts to the environment and specific ways of doing things. Friendly and safe design: With heart-shaped eyes and a friendly appearance, Moxi is designed to navigate safely and get the job done so nurses can focus on patient care. “What Moxi is doing in health systems like ChristianaCare is really transforming the way we think about health care and allowing staff to focus on the people in the hospital as opposed to the tasks,” said Dr. Andrea Thomaz, CEO and co-founder of Diligent Robotics, which created Moxi. “Robots are not something way in the future. Our robots work side-by-side with humans to ease the stress and workload of one of the most demanding jobs in society, nursing. The partnership between Diligent and ChristianaCare shows that the future is now.” Hospital Helper Directly from the Cerner EHR, Moxi will be able to anticipate clinician and patient needs and perform tasks without human involvement. Examples could include: Delivering items to patients based on nurses’ order requests. Making rounds across units to deliver lab samples on collections completed in the electronic health record. Making just-in-time deliveries of pharmaceuticals not stocked on the floor. Prioritizing tasks based on the nursing workload in a unit, so that the busiest nurses will get help first. “Connecting Moxi to the existing technology that clinicians use on a daily basis is key to making it easier to anticipate needs so clinicians can spend more time on patient care,” says Eva Karp, DHA, MBA, RN-BC, senior vice president, chief clinical and patient safety, Cerner. “Moxi could make a real difference in a nurse’s day — alleviating burnout and staffing shortages, which have become especially prevalent since the pandemic.” Incorporating the electronic health record into Moxi is part of the study funded by the American Nurses Foundation. “It’s absolutely in the best interest of our patients that Moxi can work alongside nurses so we can spend more time working directly with our patients to do what we do best,” said Pam Owen, MSN, RN-BC, nurse manager on 7E, one of the pilot units. “And Moxi brings a smile to people’s faces.” Fast Facts About Moxi Works in 22-hour shifts. Needs only two hours of charging time. Weighs about 300 pounds. Can carry a total weight of 70 pounds. Gender-neutral. Pronouns are “it” for a single Moxi cobot and “they” for more than one. Named one of America’s Greatest Disruptors in 2021 by Newsweek and one of the Best Inventions of 2019 by Time Magazine. About ChristianaCare Headquartered in Wilmington, Delaware, ChristianaCare is one of the country’s most dynamic health care organizations, centered on improving health outcomes, making high-quality care more accessible and lowering health care costs. ChristianaCare includes an extensive network of primary care and outpatient services, home health care, urgent care centers, three hospitals (1,299 beds), a freestanding emergency department, a Level I trauma center and a Level III neonatal intensive care unit, a comprehensive stroke center and regional centers of excellence in heart and vascular care, cancer care and women’s health. It also includes the pioneering Gene Editing Institute. ChristianaCare is nationally recognized as a great place to work, rated by Forbes as the 2nd best health system for diversity and inclusion, and the 29th best health system to work for in the United States, and by IDG Computerworld as one of the nation’s Best Places to Work in IT. ChristianaCare is rated by Healthgrades as one of America’s 50 Best Hospitals and continually ranked among the nation’s best by U.S. News & World Report, Newsweek and other national quality ratings. ChristianaCare is a nonprofit teaching health system with more than 260 residents and fellows. With its groundbreaking Center for Virtual Health and a focus on population health and value-based care, ChristianaCare is shaping the future of health care.
Join RealTime Medical at SIIM 2022!
Join RealTime Medical at Society for Imaging Informatics in Medicine (SIIM) Virtual Annual Meeting, where we will be announcing our latest advancements in how we empower radiologists to work more efficiently, improve quality and deliver better patient care. RTM operates one of Canada’s largest teleradiology networks covering over 30 hospital sites. This network is powered by the RealTime Medical AICloudSuite solution offering, delivering AI-enabled diagnostic workload balancing and first of a kind, multi-dimensional peer learning experience. The platform’s standards-based messaging enables ease of compatibility with existing HIS/RIS/PACS systems. RTM's co-founder, Dr. David Koff is a chair of SIIM’s session on advanced peer learning techniques and solutions. Visit our virtual booth via GRIP June 9-11. Access to the platform is already available! For more information about the event and to register, visit the official SIIM event website. Book your consultation today: https://realtimemedical.com/contact/
Chatbots can ease medical providers' burden, offer trusted guidance to those with COVID-19 symptoms
COVID-19 has placed tremendous pressure on health care systems, not only for critical care but also from an anxious public looking for answers. Research from the Indiana University Kelley School of Business found that chatbots -- software applications that conduct online chats via text or text-to-speech -- working for reputable organizations can ease the burden on medical providers and offer trusted guidance to those with symptoms. Researchers conducted an online experiment with 371 participants who viewed a COVID-19 screening session between a hotline agent -- chatbot or human -- and a user with mild or severe symptoms. They studied whether chatbots were seen as being persuasive, providing satisfying information that likely would be followed. Their results showed a slight negative bias against chatbots' ability, perhaps due to recent press reports. When the perceived ability is the same, however, participants reported that they viewed chatbots more positively than human agents, which is good news for health care organizations struggling to meet user demand for screening services. "The primary factor driving user response to screening hotlines -- human or chatbot -- is perceptions of the agent's ability," said Alan Dennis, the John T. Chambers Chair of Internet Systems at Kelley and corresponding author of the paper, "User reactions to COVID-19 screening chatbots from reputable providers." "When ability is the same, users view chatbots no differently or more positively than human agents." Other authors on the paper, forthcoming in the Journal of the American Medical Informatics Association, are Antino Kim, assistant professor of operations and decision technologies at Kelley; and Sezgin Ayabakan, assistant professor of management information systems, and doctoral candidate Mohammad Rahimi, both at Temple University's Fox School of Business. Even before the pandemic, chatbots were identified as a technology that could speed up how people interact with researchers and find medical information online. "Chatbots are scalable, so they can meet an unexpected surge in demand when there is a shortage of qualified human agents," Dennis, Kim and their co-authors wrote, adding that chatbots "can provide round-the-clock service at a low operational cost. "This positive response may be because users feel more comfortable disclosing information to a chatbot, especially socially undesirable information, because a chatbot makes no judgment," researchers wrote. "The CDC, the World Health Organization, UNICEF and other health organizations caution that the COVID-19 outbreak has provoked social stigma and discriminatory behaviors against people of certain ethnic backgrounds, as well as those perceived to have been in contact with the virus. This is truly an unfortunate situation, and perhaps chatbots can assist those who are hesitant to seek help because of the stigma." The primary factor driving perceptions of ability was the user's trust in the provider of the screening hotline. "Proactively informing users of the chatbot's ability is important," the authors wrote. "Users need to understand that chatbots use the same up-to-date knowledge base and follow the same set of screening protocols as human agents. ... Because trust in the provider strongly influences perceptions of ability, building on the organization's reputation may also prove useful."
