In the Era of Digital Intelligence: How AI Enhances Patient Experience
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In recent years, empowered by technologies like artificial intelligence and big data, the digital and intelligent transformation of hospitals has emerged as a critical development trend. Smart healthcare, born from the deep integration of AI and the medical industry, not only facilitates the decentralization of high-quality medical resources but also offers innovative solutions for healthcare institutions to improve service delivery, efficiency, and patient satisfaction. iFlytek Healthcare has taken proactive steps to leverage AI in enhancing patient experience and diagnostic quality, optimizing workflows across pre-diagnosis, diagnosis, and post-diagnosis stages to empower doctors and deliver personalized, high-quality care.
Recently, Mr. Huang, experiencing discomfort, used his smartphone to book an appointment via the mini-program of The First Affiliated Hospital of USTC (Anhui Provincial Hospital). Through a multi-round Q&A, the system helped him identify the appropriate department. This system, iFlytek's Intelligent Triage, supports over 13,000 symptoms and 5,200 diseases for self-assessment, enabling smart triage, AI-assisted self-checks, and educational recommendations—providing services like appointment booking, health consultations, and pre-visit education.
The next day, Mr. Huang arrived at his scheduled time and filled out his health information while waiting. In the consultation room, the doctor reviewed his pre-submitted medical history and provided diagnostic advice. Addressing the common issue of inefficient doctor-patient communication due to unclear symptom descriptions, the pre-diagnosis history collection system mimics a doctor's questioning process, gathering patient information via text and images to streamline communication and improve consultation quality.
Following the diagnosis, the doctor recommended an ultrasound. Mr. Huang then used the AI Companion system, which guided him to the examination room and provided queue updates. This system offers real-time navigation, progress tracking, health education, and satisfaction surveys, enabling patients to seamlessly navigate appointments, consultations, tests, and follow-ups with VIP-like support.
Chronic and severe disease patients often face post-discharge challenges, such as lack of follow-up consultations, rehabilitation guidance, medication reminders, and lifestyle management. iFlytek's End-to-End Patient Management Platform addresses these gaps with services like follow-ups, intelligent customer support,精细化 patient management, critical value alerts, and satisfaction surveys. It ensures continuous post-discharge tracking and personalized health guidance, syncing data with physicians for timely adjustments to care plans.
Mr. Zhao, a 64-year-old stroke survivor, struggled with post-discharge rehab due to limited smartphone proficiency and distant family support. After joining the platform, he accessed remote consultations, rehab videos, and appointment reminders, simplifying his recovery. The platform's application at Zaozhuang Municipal Hospital, "AI-Powered Post-Diagnosis Patient Management," was recognized as a best practice in China's 2022 Modern Hospital Management Awards.
With the advent of large language models, smart healthcare is entering a new phase. iFlytek Healthcare integrates these advancements into its patient management platform, enabling AI-generated personalized rehab plans and proactive compliance tracking. Currently, the platform serves over 60% of discharged patients, boosting doctor efficiency tenfold, patient adherence by 2.4 times, and achieving 100% follow-up and response rates with 98% patient satisfaction.
Currently, smart hospital products have been deployed in over 500 tiered hospitals across the country, including 7 of the top 10 hospitals nationally, and strategic partnerships have been formed with more than 30 top-tier hospitals. In the future, iFlytek Health will continue to use innovative scenarios to unleash technological dividends, leverage AI to create synergistic effects, and expand from application innovation to breakthrough innovation. By harnessing new technologies to empower healthcare, the company aims to drive high-quality innovation in hospitals, continuously improving the comfort, intelligence, and digitization of medical services. The goal is to establish a modern medical service model that offers more convenient processes, continuous services, efficient diagnostics and treatments, a more comfortable environment, and a warmer attitude.