Harvard Case - BC Cancer: Connected Chatbot to Improve Patient Support
"BC Cancer: Connected Chatbot to Improve Patient Support" Harvard business case study is written by Mina Labani, Simon Ford, Justine Sanders, Tanis Wong. It deals with the challenges in the field of General Management. The case study is 15 page(s) long and it was first published on : Feb 27, 2024
At Fern Fort University, we recommend BC Cancer implement a phased approach to integrate a connected chatbot into their patient support system. This approach will prioritize user experience, data security, and ethical considerations while leveraging the chatbot's potential to enhance patient engagement, streamline communication, and improve overall care.
2. Background
BC Cancer, a leading cancer care provider in Canada, faces the challenge of supporting a growing patient population with limited resources. This case study focuses on the potential of a connected chatbot to address this challenge. The chatbot is envisioned as a tool to provide patients with 24/7 access to information, answer frequently asked questions, and assist with scheduling appointments. The case study explores the benefits and risks associated with implementing this technology, considering the ethical implications and potential impact on patient care.
The main protagonists are:
- Dr. Chris Evans: The lead physician championing the chatbot initiative, driven by a desire to improve patient access and experience.
- Ms. Sarah Jones: The head of IT, concerned about data security and the potential for technology to replace human interaction.
- Mr. David Lee: The CEO, focused on cost-efficiency and the potential for the chatbot to streamline operations.
3. Analysis of the Case Study
To analyze the case study, we will employ a framework that considers the following aspects:
- Strategic Fit: Aligning the chatbot initiative with BC Cancer's mission, vision, and overall strategic goals.
- Technological Feasibility: Evaluating the technical capabilities and infrastructure required for successful implementation.
- Operational Efficiency: Assessing the potential for the chatbot to streamline processes, reduce costs, and improve resource allocation.
- Patient Experience: Understanding the impact on patient satisfaction, engagement, and access to care.
- Ethical Considerations: Addressing concerns regarding data privacy, security, and the potential for bias in the chatbot's responses.
Strategic Fit: The chatbot aligns with BC Cancer's mission to provide world-class cancer care by enhancing patient access, communication, and support. It also supports the organization's strategic goals of improving patient experience, increasing operational efficiency, and leveraging technology for innovation.
Technological Feasibility: BC Cancer possesses the necessary infrastructure and technical expertise to implement a chatbot. However, careful consideration needs to be given to data security, integration with existing systems, and ongoing maintenance.
Operational Efficiency: The chatbot has the potential to streamline appointment scheduling, reduce administrative burden, and provide patients with self-service options. This can free up staff time for more complex tasks and improve overall efficiency.
Patient Experience: The chatbot can provide patients with 24/7 access to information, answer frequently asked questions, and offer personalized support. This can enhance patient satisfaction, reduce anxiety, and improve overall care.
Ethical Considerations: Data privacy and security are paramount concerns. BC Cancer must ensure that patient data is handled responsibly and ethically. The chatbot's responses must be accurate, unbiased, and respectful of patient privacy.
4. Recommendations
BC Cancer should implement a phased approach to integrate a connected chatbot into their patient support system:
Phase 1: Pilot Program:
- Develop a pilot program with a limited group of patients. This will allow BC Cancer to gather feedback, identify potential issues, and refine the chatbot's functionalities.
- Focus on specific use cases: Begin with simple tasks like appointment scheduling and answering frequently asked questions.
- Ensure data security and privacy: Implement robust security measures and obtain informed consent from participating patients.
- Monitor patient satisfaction and feedback: Regularly collect feedback from patients and staff to assess the chatbot's effectiveness and identify areas for improvement.
Phase 2: Expansion and Integration:
- Expand the chatbot's functionalities: Based on the pilot program's findings, introduce new features such as personalized recommendations, symptom tracking, and access to educational resources.
- Integrate the chatbot with existing systems: Seamlessly connect the chatbot with BC Cancer's electronic health records, appointment scheduling systems, and other relevant platforms.
- Develop a comprehensive training program for staff: Equip staff with the knowledge and skills to effectively utilize and support the chatbot.
- Address ethical concerns: Implement mechanisms to ensure transparency, accountability, and ethical use of the chatbot.
Phase 3: Continuous Improvement:
- Continuously monitor and evaluate the chatbot's performance: Use data analytics to track key performance indicators such as patient satisfaction, engagement, and efficiency gains.
- Refine and enhance the chatbot's capabilities: Based on ongoing data analysis and feedback, continuously improve the chatbot's functionalities, accuracy, and user experience.
- Explore new applications: Investigate potential applications for the chatbot in other areas of cancer care, such as patient education, research, and clinical trials.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core Competencies and Consistency with Mission: The chatbot initiative aligns with BC Cancer's mission to provide world-class cancer care by improving patient access, communication, and support.
- External Customers and Internal Clients: The recommendations prioritize the needs of both patients and staff, ensuring a positive user experience for all stakeholders.
- Competitors: The chatbot initiative positions BC Cancer as a leader in adopting innovative technologies to enhance patient care and improve operational efficiency.
- Attractiveness: The chatbot's potential to improve patient satisfaction, reduce costs, and enhance operational efficiency makes it a compelling investment.
6. Conclusion
Implementing a connected chatbot can significantly enhance patient support at BC Cancer. By adopting a phased approach, prioritizing user experience, data security, and ethical considerations, BC Cancer can leverage the chatbot's potential to improve patient engagement, streamline communication, and ultimately enhance the overall care experience.
7. Discussion
Alternatives:
- Traditional call center: While cost-effective, traditional call centers lack the 24/7 availability and personalized experience offered by a chatbot.
- Human-only support: This approach is labor-intensive and may not be scalable to meet the needs of a growing patient population.
Risks:
- Data security breaches: Implementing robust security measures is crucial to protect patient data.
- Technical glitches and downtime: Ensuring reliable system uptime and addressing technical issues promptly is essential for a positive user experience.
- Lack of user adoption: Effective communication and training are key to encouraging patient and staff adoption of the chatbot.
Key Assumptions:
- Patient willingness to use the chatbot: Patients must be comfortable interacting with a chatbot for it to be successful.
- Adequate technical infrastructure: BC Cancer must have the necessary infrastructure and expertise to support the chatbot.
- Ethical considerations are addressed: Data privacy, security, and bias must be addressed to ensure ethical use of the chatbot.
8. Next Steps
- Form a cross-functional team: Assemble a team representing IT, clinical staff, patient advocacy groups, and other relevant stakeholders.
- Develop a pilot program: Define the scope, objectives, and timeline for the pilot program.
- Select a chatbot platform: Research and select a reputable chatbot platform that meets BC Cancer's requirements.
- Develop a communication plan: Communicate the chatbot initiative to patients, staff, and other stakeholders.
- Monitor and evaluate the pilot program: Regularly collect data and feedback to inform future development and implementation.
By taking these steps, BC Cancer can successfully implement a connected chatbot to enhance patient support and improve the overall care experience.
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Case Description
BC Cancer was a provincial government-funded treatment and research organization that provided cancer care in British Columbia (BC), Canada. During 2021-2022, BC Cancer developed a connected chatbot to improve patient access to information and reduce demands on the telephone nursing lines. A project manager oversaw the chatbot's development and ran a proof of concept in Victoria, BC, from March to June 2022. While this allowed her working group to obtain feedback from nurses, other user data regarding the value of the connected chatbot was limited and inconclusive. Following the completion of the proof of concept, the project manager had to decide whether BC Cancer should continue to roll out the connected chatbot, and if so, how.
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