Projects

Doctor COVID: Enhance Operations and Care with Smart Multi-Lingual Chatbot for COVID-19 patients at Community Care Facilities

Project Categories

Care Process & Redesign

Technology

Platform

Singapore Healthcare Management Congress

Cluster

SingHealth

31 December 2021

Facilitate communication, monitor health/mental well-being, and improve patient engagement during COVID-19. Doctor COVID improved communication, reduced manual workload, and enhanced care for COVID-19 patients.

Year Submitted: 2021
Published Date: 31 December 2021

Tags: Technology, Care Process ＆ Redesign, Digital Health, Chat Bots, Mobile Health, Value Based Care, Safe Care

About this Content

Aims

Facilitate communication, monitor health/mental well-being, and improve patient engagement during COVID-19.

Background

COVID-19 admissions to Community Care Facilities overwhelmed understaffed teams, posing challenges in communication and monitoring patients’ needs.

Methods

Designed a multi-lingual chatbot leveraging Telegram, implemented in phases (broadcasting, mental well-being, and clinical surveillance).

Results

Over 4,000 patients subscribed; 98% satisfaction, 76% found medical reminders useful, and 86% felt cared for by the system.

Conclusion

Doctor COVID improved communication, reduced manual workload, and enhanced care for COVID-19 patients.

Lessons Learnt

Agile development and user feedback loops ensured rapid iterations and adoption of the chatbot.

Additional Information

Awarded 1st Prize (Operations Category) at SHM Conference 2021.

Keywords

Chatbot, COVID-19, Telehealth, Automation, Mental Well-being, Patient Engagement

Innovators' Details

Healthcare Cluster(s)	SingHealth
Organization(s) Involved	Singapore Health Services, Singapore General Hospital, Singapore National Eye Centre, National Cancer Centre Singapore, Agency for Science Technology and Research
Platform(s)	Singapore Healthcare Management Congress
Healthcare Professional Group(s)	Healthcare Administration
Applicable Specialty or Discipline	Healthcare Administrators, Epidemiology
Project Lead(s)	Karina Ng
Project Member(s)	Franklin Tan Chua Kim Chuan Susan Lee Ang Shin Yuh Tian Yee Shin Kathryn Ng Jennifer Wee Tan Yee Pin Vijaya Rao Yee Kaisin Tricia Ang Byron Lim Vanessa Choo Dominic Han Jane Ang Liu Yong Rick Goh Lee Chen Ee Henry Ho Daniel Ting

Connect with this contributor!

Karina Ng - singaporehealthcaremanagement@singhealth.com.sg

Project Attachment

454_SingHealth_SHM_2021_Doctor_Covid_Enhance_Operations_COMBINED.pdf