The use of chatbots for triage and emergency nursing support

Abstract

Background: The triage process is essential in emergency care, as it prioritizes patient treatment based on urgency, ensuring that those in critical need receive timely attention. Different Hospitals faced challenges with its triage system due to a shortage of nursing staff and high patient volumes, leading to inefficiencies and risks in patient care. Aim: This study aims to address the inefficiencies in triage processes at different Hospitals by developing an intelligent triage assistant that leverages chatbot technology to expedite triage decisions, enhance patient management, and meet healthcare standards. Methods: The intelligent triage assistant was developed using Visual Studio C#, Microsoft SQL Server, and QnA Maker. It integrates a knowledge base built from patient data and expert input to classify patients into acuity levels and direct them to appropriate care areas. The system’s functionality was assessed based on its ability to improve triage efficiency and accuracy. Results: The chatbot effectively reduced the triage process duration by promptly assessing patient conditions, assigning acuity levels, and directing patients based on their urgency. It assisted less experienced nurses and non-clinical staff, leading to improved workflow and reduced patient wait times.