Influencing patient behavior with virtual triage

The WHO estimates that five billion people worldwide will be unable to access healthcare by 2030. But digital solutions can help. AI-powered virtual triage tools help direct patients to the right care, which can ease the strain on healthcare systems. 

Patients struggle to understand how healthcare systems work, which makes it hard for them to know where to seek care. A lack of education about healthcare conditions and insufficient engagement between providers and their patients also exists. Patient virtual triage can make tangible improvements in these areas.

Patient behavior patterns without virtual triage

One of Infermedica’s peer-reviewed studies shows that without virtual triage 74% of patients didn’t know the appropriate level of care for their needs.

Not knowing where to go for medical care causes more people to seek help in the wrong places, adding extra pressure on healthcare systems. 

• Experts estimate that patients in the U.S. wait an average of 26 days for a physician appointment.

• ED overutilization has been identified as one of the main factors limiting correct, timely, and efficient hospital care.

• Unnecessary emergency department visits cost health systems in the US more than $47 billion a year.

• 34% of doctors worldwide report seeing increased medical errors. They attribute this in part to a lack of staff and stress.

• Two-thirds (67%) of Americans have had a negative healthcare experience.

We need to make a fundamental change, and patient care-seeking behavior plays a crucial role. Research indicates that 61% of patients want improved patient engagement. What's more, 80% of patients who switch providers cite ease of navigation as the reason for leaving.

Impact of virtual triage on patient behavior

Virtual triage is when digital technology is used to analyze patient symptoms. This helps determine the most appropriate level of care for the patient. It can lead patients to telemedicine, doctor consultations, specialists, emergency care, or give advice about self-care treatments.

You can access these solutions online at any time, from any device, or location. This makes it easier to find healthcare services and information.

When implemented correctly, virtual triage produces compelling results.

• Improved access to care: 46.4% of assessments were completed outside of the typical physician office hours.

• Influence care-seeking behavior: 35% of patients changed their care-seeking behavior following recommendations from virtual triage.

• Increased intent toward self-care: 69.5% of users intended to follow recommendations for self-care.

• Better care navigation: Patients who remained uncertain of their care path decreased by 25.4%.

• High patient satisfaction: 80% of participants indicated they were likely or highly likely to use virtual triage again in the future.

• Reduced healthcare costs: Positive impact on healthcare costs. 

These statistics show how virtual triage can benefit patients and the healthcare system. This change begins by making care easier to access and encouraging patients to seek help sooner.

Additionally, it redirects non-urgent cases away from emergency departments. This helps to free up resources for those who truly need emergency care.

Furthermore, when patients engage, they positively influence healthcare spending and healthcare outcomes. For example, one company specializing in behavioral change observed that highly engaged members had 63% lower annual claims increases compared to less engaged members. In addition, engaged members were 34% more likely to use preventive services and 10% more likely to get immunizations.

Infermedica’s virtual triage

Infermedica’s AI-powered virtual triage is backed by our clinically validated Medical Knowledge Base. Curated with over 110,000 hours of physician work and including over 2,800 medical concepts, our Medical Knowledge Base is the foundation of all Infermedica solutions.

How does virtual triage work?

Using our AI-driven symptom checker and virtual triage, patients can access their symptoms on the go, and navigate complex healthcare systems to find the right care at the right time.

Step 1: A patient accesses the symptom checker via the organization’s chosen channel; this could be a member app, a website, or another entry point.

Step 2: The patient enters their symptoms into the symptom checker and follows a dynamic interview to allow the AI to learn more about their case.

Step 3: The patient receives an analysis and a list of possible conditions.

Step 4: The patient is recommended one of five triage levels: self-care, consultation, consultation within 24 hours, emergency, or emergency with an ambulance.

Step 5: If the virtual triage is integrated with the organization’s booking system, the patient can book an in-network appointment immediately. Patients can also access Patient Education; a catalog of evidence-based articles created by medical professionals that advise patients on the best care methods for ‘self-care’ or how to alleviate symptoms prior to their consultation.

Who is virtual triage for?

Infermedica’s virtual triage is used by over 100 organizations worldwide, including health plans, public health and governments, providers, and telemedicine companies. 

We address challenges such as:

• Low member/patient engagement

• Poor member/patient experience

• Inefficient use of healthcare resources

• Increase in inappropriate medical expenses

• High out-of-network utilization

• Overutilization of inappropriate services

• Limited member-generated data

• And more

We document some of our collaborations on our Case Studies page. Here you can discover results from our cooperation with Techniker Krankenkasse (TK), the largest health insurance company in Germany, as well as studies from other world-class healthcare organizations.

Want to learn more about Infermedica's symptom checker and virtual triage? Get in touch to speak with one of our experts.