Rambam – One chat before everyone else
Rambam Medical Center launched today (1/4/25) an advanced "chat bot" for easily scheduling appointments, anytime, anywhere, and on any device. And of course, here too, you can't do without a little AI.
Anyone who needs to schedule an appointment for a medical service knows that it is a "project" that requires a lot of time and resources, sometimes taking into account the operating hours of the clinic or the department's secretariat, in order to speak with a human representative.
Rambam today launched an advanced chat bot with a friendly digital assistant to schedule an appointment for any of the hospital's ambulatory service units, from anywhere, at any time.
"The Patient's Journey"
The new chatbot was developed as part of a project by the hospital management called "The Patient Journey," which is designed to map the existing gaps in providing services to the public in the areas of infrastructure, service, response, and routing of hundreds of thousands of inquiries received each year.
To establish a simple and user-friendly system, Rambam's Information, Computing and Communications Department was enlisted to the task. The system is based on an innovative element that combines "under the hood" over 60 "smart scripts" for hundreds of services that were developed with all department managers, medical units, nursing teams, and the administrative staff of each department. As in many areas of our lives today, integration into the various hospital systems is also carried out with the assistance of artificial intelligence (AI) capabilities.
A revolution in healthcare services
The service launched this morning allows you to log in to the service after quick and simple secure identification, and perform the following actions: schedule a new appointment for the hospital clinics - on a day and time that suits you, view future appointments, change or cancel an existing appointment; view test results and imaging, upload documents and receive precise instructions for arriving at Rambam.
"We are proud to lead a revolution in healthcare services," explains Nissim Haim, Deputy Director of Rambam, "We have set ourselves the goal of acting on all possible fronts to improve the patient experience - through innovative and digital tools such as the new chatbot we launched, and we are committed to continuing to improve and develop various tools to ensure leading, accessible and effective service for every patient, from anywhere and at any time."
So how do you enter a chatbot?
Enter the Rambam website (from your computer, mobile phone or tablet) and look for the green icon in the corner of the screen with the inscription "Schedule an appointment". Click on it and... that's it. All that remains is to enter the name of the clinic, the medical problem or the department and the digital service representative will guide you through the process of receiving an appointment.
In an academic survey on chatbots and automated queuing systems, 72 percent of the public said they were comfortable speaking with a human representative and only 10 percent said they preferred to deal with a computerized system without a human representative.
So please replace the chatbots with humans.