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DOI: 10.1055/s-0040-1704211
NOVEL PATIENT SUPPORT PROGRAMME, INCLUDING ARTIFICIAL INTELLIGENCE ENABLED CHATBOT FOR ENHANCED PATIENT INSTRUCTION IN BOWEL PREPARATION
Publikationsverlauf
Publikationsdatum:
23. April 2020 (online)
Aims New ESGE guidelines strongly recommend use of enhanced instructions for patients taking bowel preparation. Technology based patient support programmes (PSP) require minimal clinical resource. We discuss a new method for enhanced instructions through an artificial intelligence enabled chatbot.
Methods A novel, innovative, enhanced PSP, including SMS reminder service, personalised dosing schedules and a chatbot, was launched alongside PLENVU to enhance patient experience during bowel preparation. It aims to ensure optimal adherence and therefore successful bowel preparation. The chatbot uses natural language processing to understand a patient’s question intent and provide the corresponding answer. The chatbot is available at all times to answer questions online. It features videos, hyperlinks and contacts for medical information services. Questions were identified from search engine and medical information records. The chatbot can be accessed through the product website.
Results From October 2018-November 2019, 1743 questions were asked with an average of 2.4 questions per session, from an estimated 35 countries. Of the total patients using the website 33% choose to use the chatbot. The chatbot has identified useful insights into patient concerns and knowledge gaps. The most commonly asked questions are outlined in [Table 1].
Conclusions PSP uptake and particularly the chatbot has been promising. A comprehensive patient support programme may ensure consistently high-quality bowel preparation versus traditional instructions. The digital basis of this PSP may limit participation based on access to technology. However, 87.7% of the European population are internet users. It remains important to measure the direct impact of this PSP on bowel preparation outcomes.
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