About Karen Blum
Karen Blum is AHCJ’s core topic leader on health IT. An independent journalist in the Baltimore area, she has written health IT stories for publications such as Pharmacy Practice News, Clinical Oncology News, Gastroenterology & Endoscopy News, General Surgery News and Infectious Disease Special Edition.

Amanda Spence, RN, poses with Moxi at ChristianaCare. Five of these robot devices are helping to make deliveries in hospital units, freeing up nurses for more direct patient care activities. (Photo courtesy of Megan McGuriman/ChristianaCare)
When Intermountain Healthcare’s call centers became overwhelmed in March 2020 with people asking about COVID-19 symptoms, the team turned to artificial intelligence, the Washington Post reported. Specifically, a chatbot — a computer program designed to simulate human conversation called Scout. The technology allowed people to describe their symptoms while the chatbot matched their responses to possible diagnoses to ask relevant follow-up questions or suggest actions for the patient to take.
It’s one of several technologies that were greatly accelerated during the pandemic and continue to be gaining ground in the face of an ongoing pandemic, an aging population, shrinking caregivers, health care worker burnout and resignations, and other factors.
Journalists can find interesting stories by investigating the various uses of chatbots, robots, and other virtual caregiver technologies being trialed or used by health systems, senior homes or others. But beyond the wow factor, it’s always good to maintain a critical eye to ask questions about costs, ease of use, accuracy, and if the intended audiences like them or find them helpful.
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Karen Blum is AHCJ’s core topic leader on health IT. An independent journalist in the Baltimore area, she has written health IT stories for publications such as Pharmacy Practice News, Clinical Oncology News, Gastroenterology & Endoscopy News, General Surgery News and Infectious Disease Special Edition.