Digital front door chatbot improves the patient experience at Aspire Indiana Health

The health system found the admissions and scheduling teams were having more informed, productive phone conversations as a result of the in-depth answers the chat was able to provide beforehand.

Aspire Indiana Health, based in Noblesville, prioritizes the patient experience in all of its implemented workflows and systems.

THE PROBLEM

Before considering a chat solution, the health system had high call volumes, and staff was spending a considerable amount of time consistently answering the same questions. A patient's journey can be complex, and certainly varies, but staff members believe it is their inherent duty to support each unique patient journey to the best of their ability. 

"We took the time to critically think about our current process for handling patient inquiries and found any single patient could be asking questions about programs – recovery services, housing options, primary care, behavioral health services – in a single conversation," said Demetrius Dillard, director of information systems and technology at Aspire Indiana Health.