Voice-First Care: Building Patient-Centered Hospitals with Conversational AI
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In this DHN Town Hall, healthcare leaders discussed how conversational AI is transforming patient engagement, hospital operations, and care delivery. The panel moderated by Surg Capt Dr Vijaya Kumar Bodasingu, Former Executive Director, KIMS Hospitals, agreed that AI should support healthcare professionals rather than replace them. Nand Kishore, CIO, Continental Hospitals, described voice AI as "the front door of the hospital," while advising hospitals to "Don't automate broken workflows."
Highlighting patient engagement, Rahul Dutta, Group COO, Ankura Hospitals, said, "We lose patients by not reaching out to them," adding that "70-80% of nurturing patients are definitely recoverable." He noted that AI-powered reminders and follow-ups can improve patient retention and operational efficiency.
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