Baylor Scott & White Health integrates AI tool to help patients navigate care options

“There’s nothing worse than showing up at a doctor’s office or the ER ... and you didn’t need to be there,” Bradley said.

About 60% of emergency room visits could have received care elsewhere, leading to long wait times and expensive medical bills, Bradley said.

“[Help Me Decide] can make a really big difference in getting to the right place at the right time, which in medicine, is half the battle,” Bradley said.

The details

Help Me Decide incorporates both AI and clinician oversight in order to be available to patients at any time of day, Bradley said.

The tool asks patients a variety of questions in order to better understand their symptoms and the urgency of their situation. It will then make a recommendation for patients based on the answers.

Clinicians are also monitoring Help Me Decide and can live chat with patients.

It is available to patients beyond typical clinic operating hours and helps them avoid long hold times over the phone or waiting in the emergency room, Bradley said.

“We wanted to make sure that we created something accessible that can be used frequently,” Bradley said. “It’s hard to get on the phone and wait on hold for somebody. ... This gives patients the confidence to know they are making the right decision about where they need to go.”

Something to note

Help Me Decide is available through the MyBSWHealth app and can be accessed by anyone regardless of insurance status.