Moet ik naar de dokter

The primary healthcare industry faces challenges to keep up with the increase in the demand for care and the decrease of the people available to care. Patients of the Dutch general practitioner practice in Goes can use the online triaging platform “Moet ik naar de Dokter” to assess the urgency of their medical issues.

Digital Humans can support non-medical consultations as well

If seeing a doctor is not necessary, then patients will receive a self care advice presented by a Digital Human, in the case of HCG, named Suus. She is also able to answer non-medical FAQ questions patients might have.

A Digital Human is a virtual assistant with a recognizable and empathetic face, powered by an advanced combination of a chatbot and large language models (LLMs). Thanks to Suus, patients no longer receive dry text, but a spoken, friendly, and understandable answer from a familiar face. 

The Digital Human is visually placed against a background of the actual waiting room area of the practice for additional recognition and comfort. Adding the human factor to medical advice enhances the trust patients have in this advice and makes it more likely patients will follow the advice.

Suus is therefore not only a digital conversation partner, but also a recognizable part of the patient journey. In addition to her role on the website, Suus is also used after completing a digital triage via the "Should I go to the doctor" platform. If this triage shows that a complaint is not acute or serious enough to require immediate medical care from a GP, Suus provides the patient with personalized self-care advice.

"Digitization in healthcare is not an end point, but an invitation to dare to look, think, and act differently

- Dianne van der Pennen, Practice Manager HC Goes

The use of Digital Humans such as Suus shows how technology and humanity can go hand in hand in improving patient care and reducing the workload in the practice.

For even more rapport, the practice has launched a communication campaign around the Digital Human with banners in the waiting area and coverage in local media.

Curious to know more?

We'd love to help you explore how a Digital Human can streamline your customer care.