A national telehealth and telecare organization sought to modernize its healthcare delivery model to better serve citizens in an increasingly digital world. Facing rising operational costs, seasonal surges in demand, and evolving patient expectations accelerated by the COVID-19 pandemic, the organization needed to transition from traditional telephone-centered services to a more accessible, digital platform. Valorem Reply UK collaborated with organizational leaders to develop a mobile app centered around an AI-powered chatbot, leveraging Microsoft Azure services to provide round-the-clock health advice and information. The app not only alleviates pressure on call centers during peak times but also enhances patient experience by offering a range of always-available services. Key features include a symptom checker chatbot, a "Find My Nearest" service locator, push notifications for health alerts, and integration with user accounts for personalized content. This innovative solution has transformed the way patients in Scotland interact with healthcare services, improving accessibility and convenience while reducing operational costs. 

CHALLENGES & OPPORTUNITIES

• Increased Operational Costs: Rising energy prices and inflation added financial pressure, necessitating cost optimization.
  Seasonal Demand Fluctuations: Winter months and events like the COVID-19 pandemic strained healthcare services, requiring adaptability. 
• Changing Patient Expectations: Accelerated shift toward online interactions led patients to expect personalized, always-available digital services. 
  Outdated Service Models: Reliance on traditional facilities and telephone services limited accessibility in a digital-centric society.
• Subpar Customer Experience: Long wait times and website navigation difficulties led to patient frustration and dissatisfaction. 
  
  

SOLUTIONS

• AI-Powered Chatbot: Developed a chatbot at the heart of the app, providing health advice on a range of issues—from eye problems to urinary infections—currently supporting around +40 scenarios with plans to expand.
• "Find My Nearest" Feature: Enabled users to locate nearby health and care services based on their location, displaying opening hours, distance, and more.
• Push Notifications: Integrated a system to send public health alerts, seasonal health tips, and important information directly to users' devices.
• User Account Integration: Implemented authentication features unlocking personalized content based on the user's personal context.
• Feedback Mechanism: Allowed users to provide feedback to continuously enhance the app's functionality and user experience.
• Cross-Platform Compatibility: Ensured the app is available on both Android and iOS devices for widespread accessibility.
• Leveraging Microsoft Azure Services: Utilized Azure cloud services for hosting, scalability, security, and integration with external systems.
• Integration with External Services: Connected with national healthcare directories, postcode repositories, and identity services to provide comprehensive and personalized information.
• Secure and Scalable Infrastructure: Deployed robust security measures to prevent unauthorized access and ensure data protection. 

RESULTS

• Enhanced Accessibility: Successfully shifted from traditional telephone-centered services to a multi-experience digital platform, improving accessibility and convenience for patients.
• Cost Optimization: Alleviated pressure on call centers during peak times, helping to contain operational costs and improve resource allocation. 
• Improved Patient Experience: Reduced wait times and provided a user-friendly way to access healthcare services, leading to higher patient satisfaction.
• Operational Efficiency: Streamlined service delivery by integrating multiple systems, resulting in a more cohesive and efficient healthcare service.
• Scalable and Future-Proof Solution: Built an adaptable platform capable of integrating new features and handling increased user demand, ensuring longevity and continued relevance.