Friday, November 1, 2024

Hospitals are using AI technology to better reach patients

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ROCHESTER, N.Y. — Health care leaders from across Western New York recently got together to discuss one of the hottest topics right now — artificial intelligence. 

Lonie Haynes works for Rochester Regional Health, looking at health equity and inclusion. He says many health care systems are looking to use AI to bridge communication gaps in healthcare. 

“Certain terminology you use if you’re from Puerto Rico or Dominican Republic versus Cuba or Mexico or Venezuela,” said Haynes “Being able to fine-tune the language piece — it’s critical when you’re talking about medicine and prescriptions.”

It’s technology Haynes says would save patients, hospitals and insurance companies money in the long run. Wilmac Technologies organized the panel.

“It’s great to have actual end users and people in contact centers to be sharing what the real issues are,” said Stephen McDonnell, CEO of Wilmac Technologies. 

Many might already be familiar with the other way hospitals plan to use AI, called ‘5-9 technology’, used in virtual chatbots and automated phone calls. Part of Haynes’ job is connecting more patients with the technology. 

“We are going to share with them some best practices to alleviate some of the concerns around why it’s important and how will benefit them. It’s really just having conversations and working with trusted people in the community,” said Haynes. 

Panelists spoke on security measures to keep patients’ health information safe but said AI is here to stay.

“I think it’s moving so fast we don’t even recognize it. The best thing is just to buckle up, be ready and be supportive,” said Haynes. 

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