Digitising the Patient Experience with Chatbots
At Work Healthy Australia, our goal is to create happier, healthier, more productive workforces. All of our services are conducted with this goal in mind, and with the utmost respect for ensuring the data security and privacy of our patients.
Data security in healthcare will become vital as digitisation of patient files becomes commonplace. With the recent announcement of Janet, our patient facing chatbot, we are dedicated to being at the forefront of modernised and efficient patient care. However, we are also mindful of ensuring that our patients’ confidentiality is treated with respect, and compliant with AHPRA regulations and privacy legislation.
Historically, our patients completed handwritten paperwork which was then transcribed by the Practitioner into our online patient management system. There are obvious inefficiencies that result from the double handling of patient data, leading to a reduction in overall treatment time for the patient. This new streamlined approach provides additional security as we no longer have to maintain a system for gathering, interpreting, and storing both paper based and electronic versions of patient data.
We are combatting these issues of inefficiency, impracticality, and insecurity with our unique data collection method. Janet, our “chatbot” collects data through a range of questions asked on the Facebook Messenger platform in place of the traditional paperwork. Participants do not need a Facebook account or profile to participate.
We take advantage of ‘webview’ technology which allows us to deploy a secure online form through the chatbot. From the patient perspective, the experience is streamlined and feels as though you are still in the chatbot. The advantage of a webview form is that the form is hosted by us with none of the data passing through Facebook at all. This means that despite the questions being answered through Messenger, Facebook cannot access any of the data.
We utilise the webviews for the collection of sensitive and Personal Identifiable Data (PID). We do not ask for any PID outside of the webview forms and consciously don’t refer to the patient by name so as to further anonymise the data that moves through Facebook. This means that although the data not asked in the webview forms does move through Facebook, it cannot be used to identify who you are. This ensures that the answers collected are made anonymous for population-data collection purposes.
For more information on the handling of data through Facebook you can refer to: https://www.facebook.com/legal/FB_Work_Privacy.
We are excited to be at the forefront of modern health technology.
For more information, please feel free to email us at firstname.lastname@example.org.