Reducing unnecessary urgent care visits
PZU Zdrowie, one of the largest private healthcare providers in Poland, is steadily expanding its medical network and range of services with patient-centric, innovative solutions. We assist its medical and non-medical staff in triaging and guiding patients to the right care with our AI-enabled Call Center Triage. Data collected during the cooperation shows that in 2019 PZU Zdrowie directed 37% of patients with new health problems to telemedicine consultations.
Private healthcare provider
PZU Zdrowie is one of the TOP3 private healthcare providers in Poland. It offers healthcare services via insurance, subscriptions, and fee-for-service both for individual and corporate clients.
PZU Zdrowie’s Call Center
of medical & non-medical call center consultants
calls in 2019 with a maximum of 15,000 calls in one day
average wait time upon connection
Our Call Center Triage Platform is a powerful, cloud-based tool that uses artificial intelligence to help medical and non-medical consultants to direct patients to appropriate and cost-efficient care. The platform is customizable in terms of the triage logic and the conversation protocol so it can be applied in various scenarios including call centers and emergency departments.
The patient calls the helpline of PZU Zdrowie to book a medical appointment.
The call center operator classifies the patient with a new health problem for the triage interview by excluding the following exemplary cases:
The patient provides information about their symptoms, risk factors and chronic conditions and the call center operator enters this information into the AI system.
Based on the information input, Infermedica’s AI-based engine dynamically selects tailored questions to be asked to the patient by the call center operator.
In case of extremely severe symptoms (“red flags”) the triage process immediately stops and the operator is required to inform the patient that they may require immediate emergency help.
The result page of the interview provides care recommendations, including the most suited type and level of care such as: teleconsultation, primary care visit, specialist visit or emergency care.
As a result of the interview the patient is able to take an informed decision when booking a medical appointment.
In 2019, with the help of our Call Center Triage Platform, PZU Zdrowie directed 37% of patients with new health problems to telemedicine, instead of face-to-face visits with primary care doctors and specialists. That means, precise triaging and pre-diagnosis helps to direct patients to the appropriate care and, as a result, brings real savings to the company.
of patients who intended to see a doctor in person decided on teleconsultation first
of patients who intended to go to the emergency room changed their mind
of patients who intended to go to the emergency room chose teleconsultation instead
Thanks to anonymous data collected regarding triage levels and potential conditions, the company can better address the healthcare needs of the existing patient segments and develop health products to meet those needs.
patients is diagnosed with a common cold
of the new health problems are related to orthopedics, among which 1/3 to back pain
report 30% less gastroenterological problems than men
Introducing new, patient-centric, innovative solutions is one of the main goals of PZU Zdrowie. This approach has helped the company enhance its competitive edge over other market players and will continue to do so in the future.
We decided to have a 9-month pilot first in order to see if the tool brings benefits to the call center in a way that we expected and assumed it should. We were happy both with the results of the pilot and with the quality of cooperation with Infermedica. After the pilot, we continued using the Call Center Triage solution and moreover - we launched Infermedica’s another product - the Symptom Checker - on our patient’s portal. Now it’s been almost 3 years since our companies work together.
implementation from signing the contract to going live
duration of a successful pilot
of collaborative success
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