The Wielkopolska Pediatric Center (WCP) is a modern medical facility offering comprehensive treatment for children and adolescents from the entire Wielkopolska voivodeship. WCP consists of nine hospital wards and a pediatric emergency room - the only one in the region. The facility employs highly qualified medical personnel who provide care to patients requiring specialized treatment.
The Wielkopolska Pediatric Center has 17 specialist clinics and technologically advanced diagnostic facilities.
Improving patient service with AI solutions
The Wielkopolska Pediatric Center (WCP) faced the challenge of improving the process of telephone patient service. The key objectives were to make it possible to schedule, change, and cancel appointments in a more accessible way that would place less strain on staff. Previous staffing constraints and the growing number of telephone inquiries resulted in longer waiting times for calls and registration. The facility decided to implement a modern technological solution that guarantees 24/7 availability of registration and increases the efficiency of patient service, even outside standard working hours.
The Wielkopolska Pediatric Center decided to cooperate with the National Medical Cloud Operator (KOChM) because the company has extensive experience in projects for the healthcare sector and offers flexible solutions tailored to the needs of the facility. Another important argument was that Asseco Medical Voicebot works perfectly with the hospital’s existing IT infrastructure, including the Asseco Medical Management Solutions (AMMS) system. In addition, KOChM provided full support at every stage of implementation, from training to ongoing technical assistance, which allowed for the quick and smooth launch of Voicebot without disrupting the registration process.
Implementation of Asseco Medical Voicebot in 17 specialist clinics of the hospital
In response to WCP’s needs, a modern voicebot was implemented to automate the patient registration process. The main objectives of the project included ensuring 24/7 registration availability and reducing the workload of staff by handling the most common patient needs, such as scheduling, changing, and canceling appointments. The implementation of Voicebot has brought significant improvements in the automation of doctors’ appointment scheduling processes. In one month, Voicebot handled nearly 9,000 phone calls. The average patient registration time was reduced to less than 2 minutes thanks to the automation of the process by the bot. The percentage of patients who did not show up for their appointments decreased, which means much better use of doctors’ time. Administrative staff (registration) were relieved of hundreds of routine phone calls per day and could focus on more complex cases or other duties.
The basic functionalities of the system include Artificial Intelligence mechanisms used for speech recognition, caller intent recognition, speech-to-text and text-to-speech translation. The solution is integrated with the AMMS system in terms of calendar management. The system enables the automation of these processes, significantly reducing the need to involve hospital staff, while maintaining the possibility of manual intervention if necessary.
In addition, the system includes a call wizard, a complete call history with transcripts and analysis, and system status monitoring. In addition to incoming calls, the system also enables outgoing calls (calls made to patients, e.g., to confirm appointments) and advanced reporting.
The hospital’s IT team and Infocomp, a member of the Asseco Group, were involved in the implementation of the project. Asseco Medical Voicebot supports patient registration in 17 clinics, which makes the project exceptionally extensive (an average of approximately 9,000 calls handled per month). Thanks to the implementation of Asseco Medical Voicebot, WCP has not only increased the availability of services, but also improved the organization of staff work and the quality of patient care. This is another step towards modern, effective, and digital healthcare, in which innovative technologies play a key role.
Modern automation of patient registration – Asseco Medical Voicebot at WCP
The implementation of Asseco Medical Voicebot at WCP is a breakthrough in patient care, enabling significant improvement in service availability and optimization of staff work. Thanks to the use of modern technologies based on artificial intelligence, the facility has effectively increased the efficiency of administrative processes and reduced operating costs.
Key benefits of implementation
- Shorter waiting times for connections – Voicebot is capable of handling thirteen calls simultaneously during peak times, which significantly reduces the workload of registration staff.
- Maximum use of available appointments – the system intelligently manages the appointment calendar, increasing availability for patients.
- Fully automated registration – patients can make, change, and cancel appointments on their own without the help of staff.
- Service outside standard working hours – the system operates on weekends, holidays, and during peak traffic, increasing the facility’s availability.
- Reduced workload for staff – the elimination of routine administrative tasks allows medical staff to focus on key tasks.
- Increased facility efficiency – standardization of patient service processes and improved patient flow management.
- Optimization of operating costs – reduction in the number of calls requiring the involvement of registration staff and better allocation of resources.
