Using a chatbot as a digital tool at the primary health care level

Abstract

Aim: To analyze the feasibility of utilizing a digital tool such as a chatbot at the primary health care level as part of a health program. Materials and Methods: With the involvement of a general practitioner and the use of a digital tool, a chatbot, a three-month health program was conducted for employees of an IT company. The chatbot was used to collect information, monitor the health status of participants and provide personalized health recommendations. To evaluate the program’s effectiveness survey was conducted to compare participants answers before and after using standardized evaluation scales. A questionnaire based on the Evaluation and Management Services Guide was created to collect medical information on the health status of participants before and after the program. Results: After the program, the average total score of participants’ health complaints and symptoms decreased (from 27.1 to 16.1, p=0.019). The average severity of the chief complaint on a scale of 0 to 10 decreased from 5.08 to 2.27, or by 55.3% (p=0.00676). The frequency of individual complaints such as eye pain, decreased concentration, increased fatigue and irritability also dropped. Conclusions: The chatbot enabled the primary care physician to respond promptly to participants’ health complaints. The results demonstrated the potential of chatbots as innovative and accessible digital tools at the primary health care level for providing recommendations, monitoring health, and contacting a primary care physician in a timely manner.