Virtual Assistance in Healthcare

Virtual Assistance Use Case Development Guidance

There are many chatbots in the App Store and Play Store to provide voice assistance, deliver medication alerts, educational materials and more.

Key benefits

Virtual assistance helps patients/ citizens in a number of ways.

  • Psychotherapy and counseling
  • Helping teenagers with health and sex lives
  • Provide caregiver and patient communication
  • Actionable insights using real-time data and analytics
  • Better self-management and early identification of adverse events
  • Improved information acquisition on treatment and diagnosis

Use Case Examples

Manipal Hospitals is one of India's foremost multi-speciality healthcare providers catering to both Indian and international patients. The hospital is a part of the Manipal Education and Medical Group (MEMG), a leader in the areas of education and healthcare.

The WhatsApp chatbot of the hospital helps you connect with its live chat support. The chatbot enables you to get your medical queries/concerns addressed conversationally without the need of dialling the phone. Designed as an interactive support tool, the chatbot makes it easy for you to get medical assistance on the go.

Use case development template

Here is the guidance to help you develop business and a high-value use case for virtual assistance.

This use case framework guidance describes Esdha's current research on the topic and should be viewed only as recommendations, unless specific regulatory or statutory requirements are cited.

Challenges & Opportunities


Operational Impact: Poor data quality can affect the quality of support provided.  

System monitoring & maintenance: Healthcare institutions have reported difficulty in monitoring and maintaining the knowledge base, algorithms, rules and data. 

Accountability:  'who is accountable or morally and legally answerable' to adverse outcomes. There is a need for frameworks on medical malpractice liability for AI.


Potential risks & mitigation

 
Wrong or misleading recommendation: can result in loss of trust or serious consequences. 

Privacy & quality: adherence to data protection and privacy requirements such as the general data protection regulation (GDPR) will be essential. A standardised approach to data collection can help to address this risk.

Bias, overfitting and validity: build a rigorous criterion to evaluate for biases (such as statistical misrepresentation to the general population), overfitting, and validity.


Key questions for business and use case development

Here are some of the questions to consider for business and use case development.

Understanding stakeholders

What do you think about 'Chatbots'?
What are your biggest challenges?
How do you think we can address the challenges?
Are there any barriers?
What are the regulations & legal requirements?
What are their expectations & intention of use?
Any conflict of interest?

Clinical Discovery & Process

What patient problem you are trying to address?
Current decision making process? Who is involved in the treatment?
What difference would AI achieve?
Are there any adverse consequences?
What the the different systems used?

Data Source & ICT Systems

Do you have access to the required data sources?
Is there a standardised approach for data collection?
How is the quality of data?
What is the current infrastructure?
What systems would you need access to?
Are there any restrictions?

Problem & Value Determination

What is the problem?
Is there a need to solve the problem?
What is the scope, boundaries & context?
Analysis of socio-technical scenarios
Would patient outcome be effective using AI? 
Cost-benefit and risk-benefit analysis?

Regulation, Bias. Privacy, Ethics & Safety

How would you safeguard privacy & comply with law? 
Would misuse of data/ algorithm contribute to social/ ethical problems?
Map to trustworthy AI
Risks, ethical tensions & mitigations
What patient groups can be denied opportunities/ face negative consequences?

Capability, High-level Architecture & Data Pipeline

Do you have a multidisciplinary team?
Do you have access to AI experts for the project?
Do you have support from the executives, clinicians, patients, regulators & others?
Do you have a systems view of the architecture and data pipeline?

Data Source Integration & infrastructure

Do you have access to data?
How will your existing systems integrate?
What computing & data storage power do you need?
How will you monitor KPIs?
What is the infrastructure?
Any dependencies/ issues?
What would be the harm in providing the solution?
Data maintenance process

AI Strategy, Commercial Strategy & Costs

What is your value proposition?
Is your AI strategy aligned with the business strategy?
What are the future prospects & commercial viability?
Do you have the required finance for the project?
Does the financial forecast cover ongoing maintenance? 

References

https://dotgo.com/bot_details/manipal-hospital/whatsapp?id=1429&cid=1113

Get In Touch for a 45-minute FREE Consultation

By submitting this form, you agree to the Privacy, Policy, and Terms & Conditions to receive communications from Esdha

Home

Team

About Us

Contact Us

Services

AI Business Case for healthcare, finance, insurance, eCommerce, retail & public sector

AI Use Case for healthcare, finance, insurance, eCommerce, retail & public sector

AI Feasibility for healthcare, finance, insurance, eCommerce. retail & public sector

Tools & Templates

Personalised Medicine AI Use Case

Clinical Decision Support AI Use Case

Predictive Analytics in Healthcare AI Use Case

Medical Imaging AI Use Case

Healthcare Diagnosis AI Use Case

Virtual Assistance in Healthcare Use Case