#USA #Atlanta #Switchboard MD #MDAware #AI Triage

Midwest Health System Cuts Provider Workload with AI Technology

In a significant advancement within healthcare operations, a prominent health system in the Midwest has reported a remarkable reduction in provider message interactions through its collaboration with Switchboard, MD. This move involved the implementation of MDAware, an innovative AI-driven inbasket triage solution designed specifically to alleviate the overwhelming administrative burden faced by healthcare providers.

As healthcare providers have been increasingly impacted by burnout and high turnover rates, the health system took proactive measures to address these pressing issues. The Vice President of Clinical Applications emphasized that recent turnover among primary care physicians was closely tied to the demands of the electronic medical record (EMR) systems they utilize. Excessive time spent on intravisit work, particularly regarding messaging, was identified as a major factor contributing to these work-related stressors.

To counteract this problem, the health system initiated a rollout of MDAware, observing immediate and measurable efficiency improvements. Key outcomes from the deployment included:

• - 42% Decrease in Provider Message Touches: The intelligent routing capabilities of MDAware ensured that healthcare providers spent significantly less time managing messages, allowing them to focus more on patient care.
• - 53% of Messages Routed Instantly to Appropriate Teams: MDAware's smart routing technology efficiently directed patient communications to the correct departments, streamlining processes across the board.
• - 37 Times Faster Response for Urgent Messages: The urgency of certain patient communications was recognized and addressed swiftly, reducing wait times and improving patient satisfaction.
• - Projected $860,000 in New Revenue: Newly scheduled patient visits generated through improved messaging efficiency reflect the potential financial benefits of this technological advancement.

With patient message volumes on the rise, it became increasingly clear that faster response times and improved triage methods were necessary to enhance operational workflows. MDAware’s seamless integration into the existing EMR system allowed the health system to implement the solution without disrupting established workflows or requiring extensive staff training.

Reflecting on the partnership, the Vice President of Clinical Applications praised Switchboard, MD for their adaptable approach. The company is not solely focused on delivering their existing technology but is dedicated to tailoring their solutions to address the specific challenges their clients face. This approach has highlighted the strong collaborative spirit between the health system and Switchboard, MD.

Building on the success of the initial implementation, plans are underway to expand MDAware’s usage across all clinics within the health system, with subsequent phases expected to encompass internally generated patient portal messages and inbound voice communications. This comprehensive strategy aims to sustain improvements in both efficiency and patient care.

The transformative power of AI is becoming increasingly evident in healthcare settings. The results achieved by this Midwest health system underscore the potential of such technologies to not only ease the burden on healthcare providers but also enhance the overall patient experience. As more institutions look to integrate smart solutions like MDAware, the positive impacts on healthcare delivery promise to grow even further, paving the way for a more efficient and effective healthcare system that can adapt to the changing demands of patient care today.

The positive outcomes of this initiative can inspire other health systems to explore AI-driven solutions that reduce administrative pressures, ultimately fostering an environment where healthcare providers can thrive while delivering high-quality care for their patients.