Healthcare Bots Overhaul Vietnam’s Medical Records Through Digital Transformation

Healthcare bots powered by Microsoft update and digitize Vietnam’s medical records to provide long-term and comprehensive healthcare services.

The digital transformation of Vietnam’s medical facilities using bots developed by Microsoft paves the way for comprehensive healthcare with a higher quality of service and lower costs.

The Problem:

The Hue Family Medicine Center (Hue FMS) needed to improve first-contact care to patients at community health centers where doctors were not always available.

Additionally, coordinating and continuing comprehensive care for patients and after their first visits and subsequent referrals were lacking.

The Solution:

The Hue Family Medicine Center went to CLAS Healthcare with list of needs, and CLAS Healthcare tapped Microsoft to do a complete digital overhaul of the system using bots.

The Result:

The Hue Family Medicine Center staff can now provide first-contact, continuous, coordinated, and comprehensive care to their patients. The launch was so successful that CLAS Healthcare is now launching the same service in Ho Chi Minh City for private clinics, and in Hanoi for pediatric clinics.

How They Did It:

Microsoft worked with CLAS Healthcare and Hue FMC to apply Azure services to solve the family medicine requirements.

A hackathon was held to help implement the bot to fulfill the first-contact care requirements.

Based on the Microsoft Bot Framework technology, the healthcare bot called Bacsi24x7 was developed to coincide with the same name of CLAS Healthcare’s medical management software Bacsi24x7.BYS.

The Bacsi24x7 bot linked the patient’s history, symptoms, and complaints to Microsoft’s Language Understanding Intelligent Service (LUIS), to support the staff in making decisions about suitable specialties, diagnosis and treatment for patients. This feature was integrated with the electronic medical record system and was used effectively for assisting patients in finding relevant doctors, making appointments all by themselves via popular chat applications such as Skype, Facebook, Messenger, etc.

This helped patients reduce a significant amount of waiting time, assist in coordinating the flow of patients, and resulted in the reduction of overloads.

A Little Bit About Bots:

According to Microsoft Real Life Code blog author and principal software engineer Ami Turgman, “One major advantage of chatbots, over traditional form-based applications, is that they can extract information from natural language and reduce the amount of time spent on repeat typing and entry of information.”

“Chatbots often rely on language understanding services such as Microsoft LUIS to determine intents and entities […] In order to provide this functionality, chatbots must be able to process natural language queries and convert user intents and entities into actions.”

Through a combination of utilizing the Bot Framework, LUIS, and Microsoft Azure, among others, the project at Hue FMS was a great success.

The Microsoft team members leading the way on the digital transformation of the Hue FMS were Technical Evangelists Alyssa Ong, Nigel Parker, Francis Nguyen, Toan Huynh, General Manager Dave Mendlen, and Retail Architect Renee Dothard.

Check out the photos from the launch below: