DISRUPTORS: Redesigning patient care in a ‘facilitated self-service’ model – the bot, the nurse, the PCP

American Hospital Association May 16, 2019

Facilitated self-service means consumers can handle most of their needs without help, but some needs require a higher level of service.

How to redesign care at the physician office visit level is discussed in this brief perspective. In the facilitated self-service model, patients might first encounter a bot for routine check-ups of chronic conditions. The second level of care would be the nurse and the third level, the physician, if needed. The authors...

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