More than 40% of the busy schedule of doctors was released due to the automation of line 122 of the Perm Territory

2024: Testing automated calls to patients

In the Perm Territory, testing of automated calls to patients for an invitation to medical examination and confirmation of an appointment has been completed. The scenario on line 122 was configured and implemented by specialists from the regional Ministry of Health on their own. BSS announced this on September 10, 2024.

The BSS team delivered a solution that allows outgoing automated calls to patients. A special diver with an intuitive interface allows you to automatically launch outgoing campaigns and flexibly configure the call schedule, number of attempts and dialing frequency. Contact center specialists can independently configure scenarios based on the current IT infrastructure without involving a vendor. Thus, a pilot project was launched, within the framework of which the voice assistant called the patients of the polyclinic of the Hospital of the Lysvensky urban district of the Perm Territory.

As part of the testing, more than 5.6 thousand calls were made on two topics: an invitation to medical examination and confirmation of an appointment with a doctor. The test period during which the calls were made was 17 days.

As a result of testing, more than half of the patients expressed a desire to undergo medical examination and were successfully recorded, and 41% of those who made an appointment previously reported the impossibility of visiting it. Thus, free slots quickly became available for recording to other patients. So we can control the availability of free slots for appointments with specialists, record on freed other patients, regulate the queue of patients from the Waiting List and increase the availability of medical care, "the Ministry of Health of the Perm Territory shared the results.

This is of important social and economic importance. In the first case, state medical institutions will be able to serve more patients, which means increasing their effectiveness and increasing loyalty. In the second, commercial medical institutions are able to receive more patients, increasing their profitability. He noted that the line's specialists tested a no-code solution for independently configuring outgoing call scenarios and, thus, revealed "another way to increase the efficiency of the health care system," said Alexander Krushinsky, director of the voice digital technologies department at BSS..