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  • 1Mark E. Schario, MS, RN, FACHE, is the vice president, Population Health and President, University Hospitals (UH) Quality Care Network, UH Accountable Care Organization & UH Coordinated Care Organization. He leads the Population Health services for UH of Cleveland. Before joining UH, he has led clinical integration networks and accountable care, served as a vice president of operations/chief nurse executive, and senior field director for The Joint Commission. He is a retired lieutenant colonel with the U.S. Army.

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Summary

Chatbots enhance patient care management by improving communication and strengthening relationships. This technology helps overcome outreach barriers, leading to better patient outcomes and more efficient use of care manager time.

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Area of Science:

  • Digital Health
  • Healthcare Technology
  • Patient Care Management

Background:

  • Automated conversation pathways, or chatbots, offer novel methods for patient monitoring and engagement in care management.
  • Chatbot technology facilitates asynchronous communication via text message or email, accessible on various devices.

Purpose of the Study:

  • To describe nurse care managers' experiences utilizing chatbots in patient care.
  • To illustrate chatbot implementation through two patient case reviews.
  • To discuss considerations for planning and implementing chatbot technology in care management.

Main Methods:

  • The study involved a care management service within an accountable care organization serving a large patient population.
  • Care managers utilized chatbots for patient outreach, focusing on those with chronic conditions and recent hospital discharges.

Main Results:

  • Chatbot use overcame conventional care management outreach obstacles, particularly for non-responsive patients.
  • Improved patient outcomes and strengthened trusting relationships between patients and care managers were observed.
  • Chatbot technology enabled frequent data collection, allowing care managers to focus on high-value clinical interactions.

Conclusions:

  • Chatbots can significantly enhance patient engagement and strengthen the patient-care manager relationship.
  • The technology supports earlier interventions by tracking patient progress and providing timely insights.
  • Careful planning is essential to address potential concerns regarding labor, security, equity, and content oversight.