Ensuring Medical Continuity During Disasters: The Role of AI Telephony Services

As we observe Disaster Prevention Day on September 1st, it's crucial to reflect on the intertwined relationship between communication and healthcare. Dr. JOY Inc., based in Minato City, Tokyo, has been pioneering the advancement of AI telephony systems specifically designed for medical institutions. Launched in June 2024, their innovative service has already been adopted by 116 facilities within about 15 months, demonstrating an increasing reliance on technology to ensure patient and healthcare provider safety during calamities.

The Chaos in Medical Communication During Natural Disasters

When disasters such as earthquakes, typhoons, heavy rains, or heavy snowfall strike, medical facilities experience a deluge of inquiries from patients. Common questions during these times include:

- Can I receive treatment now?
- How do I change or cancel my appointment?
- I am running out of medication.
- Is dialysis or chemotherapy still operational?
- What is the status of my hospitalized family member?
- Are there any official updates or inquiries?

Such inquiries increase dramatically, overwhelming hospitals' communication systems. When telecom infrastructure fails, the connection between patients and hospitals is jeopardized, leading to unnecessary visits, worsening health issues due to medication shortages, and heightened anxiety for families and patients alike.

Despite the critical need for effective communication plans, a stark disparity exists in hospitals' business continuity planning (BCP). According to a national survey published by the government in December 2018, only about 71% of disaster-response hospitals have established a BCP, while general hospitals lag significantly at approximately 20%.

How AI Telephony Can Prevent Chaos

Dr. JOY's AI telephony service addresses this pressing challenge by acting as a first point of contact during crisis situations. This advanced system is capable of understanding natural speech, allowing it to recognize patient needs without requiring extended prompts or manual input.

With capabilities for instantaneous SMS notifications, AI telephony can handle multiple calls simultaneously (up to 100 lines), significantly alleviating call congestion during chaotic scenarios. This support ensures that healthcare staff can focus on essential medical services, particularly during critical events when they need to concentrate on patient care.

Key Features of Dr. JOY's AI Telephony

- Primary Contact for Inquiries: The AI handles initial inquiries, which significantly reduces confusion.
- Automated Responses: FAQs on treatment availability, appointment cancellations, and visitation information are updated manually but answered automatically by the AI.
- 24/7 Support: Continuous support distributed across shifts to ease workload pressures on staff.
- Instant Notifications: Immediate communication with patients, staff, and families via SMS, which can be crucial in emergencies.

Success Stories and Recognition

The effectiveness of Dr. JOY's solution has resonated throughout the healthcare industry. In its first 15 months, over 116 facilities have adopted this technology. The company’s achievements were recognized at the inaugural 2025 Hospital DX Awards, where it received an excellence award for its pioneering contributions in digital transformation solutions for healthcare.

Several hospitals have shared success stories that highlight the benefits of implementing AI telephony service:

- Shonan Kamakura General Hospital (Kanagawa): According to their administrative division head, they experienced unprecedented call volumes during a heavy snowstorm, with calls doubling for appointment changes and cancellations. The AI system managed these requests effectively, showcasing its capabilities.

- Urasoe General Hospital (Okinawa): The head of their medical collaboration support room confirmed that even during major typhoons, the AI system ensured that all calls were addressed seamlessly, allowing staff to manage emergencies without interruptions.

- Sapporo Tokushukai Hospital (Hokkaido): Highlights from their medical clerk describe how the AI system simplified communication during heavy snowfall, facilitating a smooth operation even when natural elements hindered patient access.

In the face of disasters, it's imperative that healthcare providers maintain operational continuity while ensuring their safety and addressing overwhelming patient inquiries.

A Commitment to Healthcare Resilience

Dr. JOY's commitment is encapsulated in its philosophy: "Empowering all healthcare professionals to take the next step." By alleviating the burden on medical teams, the company strives to improve service delivery in healthcare environments and ensure continued support for patients and their families in uncertain times.

With natural disasters becoming more frequent and severe, it is essential to implement innovative solutions like AI telephony effectively. Dr. JOY is dedicated to equipping healthcare settings with resilient communication tools that fortify both patient care and provider capabilities, thereby fulfilling their mission of safeguarding community health even in challenging circumstances.

Company Overview

Dr. JOY Inc.

- Founded: November 2013
- Headquarters: 2-6-1 Toranomon, Minato-ku, Tokyo, Toranomon Hills Station Tower 17F
- Business Focus: Software development and operations in the medical field, and providing medical and pharmaceutical information to healthcare institutions.
- Website: Dr. JOY

Through ongoing dedication, we aim to ensure that healthcare continues unwaveringly for those who need it most, taking proactive steps to support those at the frontline of medicine.