Focused Care Management Utilizing Chatbot Technology
Focused Care Management Utilizing Chatbot Technology
November 2023
University Hospitals Health System’s Population Health department encompasses a large ACO that provides both transitions of care and longitudinal care management, and a Transitional Care Management pool for UH’s Primary Care Institute. These care management teams outreach to patients who have discharged from a hospital or skilled nursing facility, and follow patients for 30-90 days after the discharge to support a smooth transition of care and reduce readmissions.
The care management volume needed far exceeded service capacity. UH sought a solution that provided frequent touch points and a greater awareness of patients with additional needs. UH partnered with Amwell to develop several automated chatbot programs to support the work of their care managers. The team receives escalation alerts when the chatbot identifies a concerning change in condition. This partnership helps identify patients with a higher level of need and allows care managers to prioritize those follow-ups.
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Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform designed to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions. For more information, please visit https://business.amwell.com/.
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