实施基于Web的聊天机器人来指导医院员工在COVID-19大流行期间返回工作:开发和前后评估
Ozan Unlu1,2,3, Aaron Pikcilingis4, Jonathan Letourneau4
1Division of Cardiovascular Medicine, Brigham and Women's Hospital, Boston, MA, United States.
JMIR formative research
|July 25, 2024
概括
一个新的聊天机器人快速指导医疗保健人员返回工作 (RTW) 政策,显著减少职业健康服务 (OHS) 呼叫和等待时间在COVID-19 Omicron激增期间.
科学领域:
- 医疗信息学 医疗信息学
- 职业健康 职业健康 职业健康
- 公共卫生政策 公共卫生政策
背景情况:
- 复杂且经常更新的COVID-19返回工作 (RTW) 政策挑战了医疗保健人员 (HCP).
- 难以理解RTW指导方针增加了对职业健康服务 (OHS) 的呼叫.
- 聊天机器人为立即查询响应和指导提供了潜在的解决方案.
研究的目的:
- 开发一个聊天机器人来指导医疗保健人员在RTW政策.
- 评估聊天机器人在Omicron升期间对OHS支持服务需求的影响.
主要方法:
- 敏捷的方法用于开发RTW聊天机器人在Mass General Brigham.
- 将RTW策略映射到统一的流程图中,并使用微软Azure Healthbot框架实现.
- 与部署前和后 (2021年12月 - 2022年2月) 相比,OHS呼叫数据和聊天机器人使用数据.
主要成果:
- 5,575名用户与RTW聊天机器人互动,其中71.6%符合RTW标准.
- 每天的OHS电话从部署后的633个中位数下降到115个.
- 平均呼叫等待时间从28分钟减少到6分钟;OHS员工的时间节省约为每周16.8小时.
结论:
- 敏捷开发的聊天机器人可以快速部署,以指导员工制定复杂的RTW政策.
- 聊天机器人有效地提供RTW指导,可能减少OHS资源利用.
- 该工具支持HCP导航不断变化的健康和安全法规.
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