In an effort to help calm patient concerns about colonoscopy appointments, and help lower appointment no-show rates along the way, Northwell Health has launched a personalized chatbot for patients with such appointments at Long Island Jewish (LIJ) Medical Center or Southside Hospital.
Based on Conversa Health's automated conversation platform, the text- or email-based program is one of several new chat programs planned for other patient populations in the coming year.
Colonoscopies aim to protect people from colorectal cancer, the nation’s second-leading cancer killer among men and women combined, but many people who make an appointment for colonoscopy cancel it or fail to show up.
According to Northwell, the problem is particularly extreme in vulnerable or disadvantaged populations — studies show that as many as 40 percent of these patients don’t follow through with the procedure.
The Colonoscopy Health Chat uses AI to help address misunderstandings and concerns about the exam – offering important information in a responsive and conversational way. In addition to giving date and location reminders, the chats (in both English and Spanish) can help remind patients about the benefits of the test, and explain and what to expect before, during and after the procedure.
“Colonoscopy is a powerful and potentially life-saving procedure, but many people are intimidated or think it will be much more unpleasant than it really is,” said Sabina Zak, Northwell Health’s vice president of community health and health services research. “The colonoscopy health chat platform is a flexible, scalable solution that improves health literacy and gives patients the information they need whenever they need it, so that they feel comfortable and motivated to get screened.”
Northwell, which is an investor in Conversa, uses the health chat technology in numerous ways, including helping to reduce hospital readmissions for high-risk patients after a heart attack, stroke or other serious condition, and preventing and managing side effects and other problems in patients getting radiation therapy for head and neck, breast or prostate cancer.
For the colonoscopy health chat program, researchers will track the impact of the chat program on patient satisfaction, cancellations and no-shows, as well as successful completion of the exam.