#Japan #Tsu City #Helpfeel #Medical DX #Nagai Hospital

Revolutionizing Healthcare with AI

In the face of increasing demands on healthcare infrastructure, the iconic Nagai Hospital in Tsu City, Mie Prefecture, has taken a groundbreaking step by implementing the AI helpdesk system from Helpfeel. This integration is part of their ambitious medical digital transformation project, dubbed "NAGAI 100." The aim? To enhance job retention among staff and concurrently improve operational efficiency.

The Need for Change

As Japan grapples with ever-growing challenges such as an aging population, extreme summer heat, and the lingering effects of the COVID-19 pandemic, the nation is witnessing a record rise in emergency transport cases. In fact, the number of emergency ambulance calls is projected to hit approximately 6.76 million in 2024, marking a staggering all-time high. In this tense climate, hospitals, already operating with constrained human resources, face an urgent need to optimize their workflows and improve staff management.

Recognizing these challenges, Nagai Hospital—designated as a secondary emergency hospital—has seen its number of patients soar, reaching around 3,000 annually while staffing has grown to over 500 personnel. With its human resource team limited to just three members managing labor, queries, and training, operational efficiency has become a critical issue for hospital management.

Introducing AI for Tangible Results

Given the escalating volume of work, the introduction of Helpfeel’s AI helpdesk within the "NAGAI 100" initiative in February 2024 was a strategic move. This AI-driven solution enables staff to conveniently access operational knowledge and procedural information via their smartphones, ultimately easing hesitations new employees may have about asking questions from more experienced colleagues. Within the first year of implementation, Nagai Hospital has seen a noteworthy reduction in staff turnover, with the attrition rate improving by 2.7%. Moreover, the human resources department also experienced around 60 hours less of overtime due to a decline in the frequency of inquiries from employees.

Innovative Awareness Campaigns

After implementing Helpfeel, Nagai Hospital took significant strides in creating a searchable repository of guidelines and procedures, including nursing protocols and infection control measures. Initial challenges with AI adoption were overcome through staff feedback, leading to the inclusion of high-demand topics such as infection response. Furthermore, an innovative initiative featuring the hospital’s mascot, a character named "Feel Gorilla," was used to promote the AI helpdesk, fostering greater engagement among staff.

Surveys conducted after one year revealed that 87% of staff recognized the Helpfeel platform, with 75% reporting it as user-friendly. This positive reception demonstrates a marked evolution in how employees approach work inquiries, allowing them to get the answers they need instantaneously.

Focus on Patient Care

The consequences of AI implementation extend beyond mere efficiency. Not only has the AI helpdesk alleviated the anxiety that new employees feel when seeking guidance, but it has also directly contributed to improved nursing services. As hospital staff gain confidence in their responses to patient needs, the quality of care naturally rises. The time freed up from routine inquiries is now being redirected towards personal engagement with patients and families, aligning with Nagai Hospital’s commitment to enhancing the quality of medical services.

Dr. Kozo Hoshino, the hospital's director, emphasized this positive cultural shift, noting, "The most remarkable success from integrating Helpfeel has been the emergence of a mindset among staff that emphasizes efficiency. The previous acceptance of inefficiencies is transforming into a proactive culture of improvement. This shift underlines the potential of our medical DX project, 'NAGAI 100.'" The partnership with Helpfeel has provided a successful model for future developments in medical DX.

A Vision for the Future

Looking ahead, Nagai Hospital is determined to channel the efficiencies gained through Helpfeel into enriching the patient experience. By allowing their staff to concentrate on meaningful patient interactions, they aspire to foster the highest standards of healthcare. With plans to further develop their digital infrastructure, the hospital is laying the groundwork for a healthcare system that prioritizes patient-centered communication and care.

For more details on this innovative case and tools from Helpfeel, visit Helpfeel's website.