What Happens When Your Bot Can't Solve the Problem I typed "talk to a human." The chatbot said: "I don't understand your question." I tried "representative." The chatbot said: "I don't understand." I tried "none of the above." The chatbot ...
I asked for a human. The system transferred me. Someone—or something—responded. And I still wasn't sure if I was talking to a person or a bot. Here's what I've gotten very suspicious of: When you get transferred and you know it's not ...
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
"I was so upset and confused. And I didn’t know who to tell." That's what a friend of mine said after a physician on the surgical team entered his room the night before his cancer surgery and said, "The procedure they’re ...
Compassion is the Foundation of Human-Centered Care This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings. In the ...
My friend “Terry” recently shared a story with me that is a great reminder that what may be a common experience for healthcare professionals can be terrifying to the patient. Terry said that her brother had an uncontrollable nose bleed. ...
Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...
A friend of mine told me about an experience she had recently while accompanying her husband to a procedure that, while not life-threatening, was serious. The staff were attentive and friendly, but she was disturbed that they were very open ...
The digital front door is opening wider every day, and with it, consumer convenience in everything from scheduling appointments to paying bills and asking medical questions of their providers. But be careful not to put all your eggs in one ...
A few weeks ago, I accompanied my daughter when she had an emergency admission for appendicitis. As always, there was the waiting game for tests and results in the ED. Patients crave information when they are in crisis. Their minds ...
