"Enhancing Patient Engagement: Chatbot Implementation at Square Hospitals Ltd."
Case Study: Implementing Chatbot for Square Hospitals Ltd. by Opus Technology
Client Overview
Square Hospitals Ltd., one of the leading private healthcare providers in Bangladesh, offers a wide range of advanced medical services to its patients. Committed to providing the best patient care and improving operational efficiency, Square Hospitals sought innovative solutions to enhance their patient engagement, streamline communication, and support their medical staff in a busy hospital environment.
Challenges
Before the chatbot implementation, Square Hospitals faced several challenges:
- High Patient Inquiries – A large volume of patient inquiries regarding appointments, medical services, and billing caused delays in responses and overwhelmed hospital staff.
- Manual Communication – Patient support was primarily handled through phone calls and emails, leading to longer wait times and inefficient communication.
- Staff Workload – Hospital staff, including receptionists and medical support staff, were spending a considerable amount of time on repetitive tasks such as appointment scheduling and answering frequently asked questions.
- Limited 24/7 Support – Providing round-the-clock patient support was a challenge, as hospital staff could not manage all inquiries outside business hours.
Solution
To overcome these challenges, Square Hospitals partnered with Opus Technology to implement a chatbot powered by AI to provide instant support to patients. The solution included the following features:
- 24/7 Patient Support – The chatbot provides instant answers to frequently asked questions, such as appointment scheduling, hospital services, visiting hours, and directions, available round the clock.
- Appointment Booking Integration – Patients can easily book, reschedule, or cancel appointments directly through the chatbot, reducing the need for manual intervention from hospital staff.
- Billing and Payment Assistance – The chatbot assists patients with inquiries related to billing and payments, helping them understand their invoices, payment methods, and insurance coverage.
- Medical Information Guidance – The chatbot provides general medical information (such as symptoms, treatment options, etc.) and directs patients to the appropriate department or healthcare professional.
- Seamless Handover to Human Support – If the chatbot cannot answer a query or if the patient requires more detailed information, it escalates the conversation to a human agent for further assistance.
Results
The implementation of the chatbot led to several significant outcomes for Square Hospitals:
- Improved Patient Engagement – The chatbot provided patients with quick, accurate, and personalized responses, leading to higher satisfaction levels.
- Reduced Staff Workload – The automation of appointment scheduling, billing inquiries, and general questions reduced the workload of hospital staff, allowing them to focus on more critical tasks.
- Faster Response Time – With the chatbot available 24/7, patient inquiries were addressed instantly, significantly reducing wait times and improving response time.
- Increased Operational Efficiency – The hospital achieved greater efficiency in handling routine inquiries, streamlining administrative processes and optimizing hospital operations.
- Higher Patient Satisfaction – With the chatbot providing quick and accurate information, patients reported a more seamless and satisfactory experience.
Conclusion
Through the successful implementation of the AI-powered chatbot solution by Opus Technology, Square Hospitals Ltd. enhanced their patient engagement, reduced staff workload, and improved overall operational efficiency. The chatbot enabled 24/7 support for patients, improved communication, and streamlined routine processes, resulting in higher satisfaction and better service delivery.
For more information on how Opus Technology can help transform your customer service with AI-powered solutions, contact us today!