Improving Access: Automation with a Human Touch; Personalized Outreach for Every Patient

Accessibility option: An extended audio-described version of this video, including narration of important visual elements, is available here: https://youtu.be/2VPaYMjRKNE The fourth annual UC San Diego Health Improvement Excellence Awards honored teams whose improvement projects are making a lasting impact across the health system. The initiatives reflect the best of who we are — innovative thinkers, dedicated collaborators and compassionate caregivers improving the lives of our patients every day. The grand prize-winning project was Improving Access: Automation with a Human Touch: Personalized Outreach for Every Patient. The gastrointestinal outreach project improved access to outpatient GI procedures by expanding pre-procedure outreach using an artificial intelligence (AI) enabled conversational agent. It achieved 100% outreach coverage, increased patient engagement, and reduced no-shows and cancellations from 10-15% to 6%, while improving scheduling efficiency and access to care. See all of this year’s award-winning innovations and discover how UC San Diego Health teams are transforming care: https://health.ucsd.edu/news/features/annual-improvement-excellence-awards-recognizes-collaboration-and-innovation