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Background:
The Affiliated Hospital of Southwest Medical University is located in Luzhou, Sichuan Province, serving nearly 40 million people in the combined area of the four provinces and municipalities of Sichuan, Yunnan, Guizhou, and Chongqing. Among the patients, the proportion of rural population is relatively high.
Customer pain points:
Unbalanced use of outpatient resources. Because the expert schedules are mostly from Monday to Wednesday, the peak daily number of visits on Monday to Wednesday reaches more than 10,000 people, causing great pressure on departments such as B-ultrasound and imaging. There are no well-known experts from Thursday to Sunday, and the number of visits drops significantly.
Due to the large outpatient volume and the small number of guides, it is relatively common for patients to register the wrong numbers. The hospital is built on a mountain with a complex terrain and many departments. Many patients need several days to get familiar with the hospital, departments, and doctors in order to see a doctor accurately, which reduces the patient experience and increases the doctor-patient conflict.
Customer Value:
The smart triage platform enables remote self-guided consultations for patients, balancing the use of medical resources, reducing misdiagnosis rates, minimizing appointment cancellations or changes, decreasing unnecessary visits, improving consultation efficiency, and enhancing the overall service capacity of hospitals.
