RSM Automates Patient Message Triage for Healthcare Providers

RSM Product Sales LLC developed a proof-of-concept solution to automate the triage and categorization of patient messages for healthcare organizations. Healthcare staff are often overwhelmed by the volume of messages, ranging from appointment requests to clinical questions, leading to slow response times and administrative fatigue. The solution uses Azure OpenAI for categorizing and summarizing patient messages based on urgency and type. It automates the assignment and routing of messages to the appropriate personnel, increasing operational efficiency and improving response times for patients. Confidentiality is ensured via Azure cloud services, integrating seamlessly with existing systems while maintaining data privacy and security. The implementation is carried out in phases including planning, environment setup, solution customization, and ongoing model optimization. This approach minimizes workflow disruption and adapts to organization-specific requirements. The expected outcomes include streamlined patient-staff communication, reduced administrative burdens, higher job satisfaction among staff, and measurable improvements in healthcare delivery quality.