#United States #Marshfield Clinic #Switchboard MD #MDAware #Wisconsin

Enhancing Patient Communication at Marshfield Clinic

Marshfield Clinic Health System, a key player in the Wisconsin healthcare landscape, has recently implemented a groundbreaking artificial intelligence tool, the MDAware solution developed by Switchboard, MD. This innovative system aims to streamline patient-provider communication by automatically triaging and routing incoming messages. The initial results from pilot sites indicate a remarkable 55% efficacy rate in directing messages accurately, a significant leap from zero automation prior to the deployment.

Background

Marshfield operates more than 50 facilities and offers an extensive range of over 170 medical specialties. As patient inquiries and messages flow in, administrative loads on clinicians have dramatically increased, making it crucial to enhance efficiency in managing communications. Previously, clinicians were compelled to personally read, respond, and redirect each patient message, a process that consumed valuable time and diverted attention away from direct patient care.

To address this challenge, the implementation of MDAware came as a relief for both staff and patients. The AI-integrated system reviews, categorizes, and automatically routes messages to specific care teams, allowing clinicians to reclaim time that can now be devoted to patient interactions.

Advantages of MDAware

The deployment of MDAware was executed with impressive speed, taking less than four days to see results across the pilot locations. Notably, the integration was seamless, requiring no additional training for staff and creating no disruption in existing workflows. The platform connects directly with Marshfield's electronic medical record (EMR) system, ensuring that the communication flow remains uninterrupted and efficient.

Dr. Blake Anderson, the visionary behind MDAware, shared his satisfaction with the platform's immediate impact. As a primary care physician himself, he recognized the overwhelming number of messages that derailed clinical focus. His goal with MDAware is to equip healthcare providers with tools that significantly reduce their time spent on administrative tasks, thereby enhancing the quality of patient interactions.

The positive outcomes have been apparent not only in terms of efficiency but also in clinician morale. With the burden of manual sorting alleviated, health professionals report a greater ability to concentrate on patient care and improve the responsiveness to patient needs.

Dr. Katya Alcaraz Voelker, Chief Medical Informatics Officer at Marshfield Clinic, expressed optimism about the initial results. “By ensuring that patient messages reach the correct individual promptly, we cut down on unnecessary back-and-forth, providing a better and faster service for our patients,” she stated. The health system is laying the groundwork for a broader rollout of MDAware, aiming to incorporate additional primary care clinics and eventually include specialty practices.

The implications of such technology extend beyond just operational efficiency. It highlights a larger commitment to patient-centered care by harnessing AI to enhance communication channels. As healthcare systems strive for higher levels of service and care, the role of advanced tools like MDAware appears indispensable.

Conclusion

As Marshfield Clinic Health System embarks on this transformative journey, the integration of MDAware marks a significant step toward modernizing healthcare communication. By leveraging technology, the clinic not only aims to reduce administrative burdens but also to foster a more responsive and compassionate healthcare environment. The expectation is that as they fine-tune this technology, the medical team's capacity to deliver optimal patient care will continue to improve, ultimately benefiting the community they serve.