Deloitte Assist

The Prince of Wales Hospital has the leading spinal unit in Australia. It has over 50 beds dedicated to treating patients with conditions including paraplegia and quadriplegia. Even in modern hospitals, the primary communication system between patient and nurse is a button for the patient and a bell for the nurse, that can mean anything. It cannot distinguish between a patient’s needs which can vary from a glass of water, to situations of life and death. This leads to staffing inefficiency, extra stress on carers at capacity and loss of life in extreme instances.

Deloitte Assist is an AI enabled patient communication solution enabling patients to request assistance without the need to press a button. Simply by speaking their request, nurses are alerted to their need, with AI prioritising and smart-routing requests to the right resource to meet the patient’s needs. Deloitte Assist provides immediate response to patients, confirming they have been heard and that a nurse is on their way. Patients also have the ability to access FAQs, without a nurse required. Deloitte Assist changes nursing working processes by using AI to eliminate unnecessary activities.

Deloitte Assist reduces nurse response times by 70%, which in hospitals can be the difference between life and death. Deloitte Assist has already met its primary goals, in improving the brand experience of the Prince of Wales Hospital for 100% of patients surveyed.

Deloitte Assist has already met its primary goals, in improving the brand experience of the Prince of Wales Hospital for 100% of patients surveyed. The median response time to a patient request in modern hospitals is 10.4 minutes (The Journal of the American Medical Association). Within the 28 bed initial roll-out of Deloitte Assist, the median time is 2 mins and 9 secs. This is a 79.8% improvement versus that benchmark. Importantly, we are witnessing Deloitte Assist in the early stages of enhancing patient experience and improved patient satisfaction by providing a patient-centred communication and immediate feedback to the patient and Increased nursing time to care, by reducing the time required for care coordination. As we continue to roll-out Deloitte Assist to more beds, we hope to see the system lead to improved overall sustainability of clinical teams through enhanced data sets and dashboard that support decision making associated with skills development and rostering.