Managing patient triage effectively remains a challenge in general medical practice, often leading to delays and inefficiencies in healthcare delivery. To address this, Arts en Zorg, a primary care organization in the Netherlands, is introducing an AI-powered solution to assist general practitioners (GPs) and patients. The Complaint Checker aims to optimize patient triage by assessing symptoms and guiding individuals to the appropriate care options. This tool is expected to ease the burden on healthcare professionals while ensuring patients receive timely medical advice.
Efforts to integrate artificial intelligence into healthcare have been explored by various institutions worldwide, with mixed results. Some AI-driven triage tools have faced skepticism regarding accuracy and patient trust, leading to slow adoption. Similar initiatives in other countries have highlighted concerns about AI’s reliability in diagnosing conditions. Despite these challenges, advancements in AI-powered healthcare tools continue, as organizations refine their models to enhance efficiency and patient outcomes.
How Does Complaint Checker Assist Patients?
Complaint Checker functions as a digital triage assistant, guiding users through an online questionnaire to evaluate their symptoms. Based on responses, the AI assesses the urgency of the condition and recommends the next steps. Patients are directed to visit a general practitioner, consult a specialist, or receive self-care advice if a clinic visit is unnecessary. The tool also determines the most suitable consultation method, including in-person, phone, or teleconsultation.
By providing clear guidance, the system aims to streamline access to primary care services, reducing unnecessary visits while ensuring high-priority cases receive immediate attention. Healthcare professionals also benefit from more structured consultations, as patients arrive better informed about their conditions.
What Were the Findings of the Pilot Program?
During a pilot test in Utrecht, Complaint Checker demonstrated a high level of accuracy in triage decision-making. The tool successfully assigned urgency levels to between 76% and 92% of patients based on their reported symptoms. The risk of underestimating a patient’s condition remained low, with only 1% to 6% of cases categorized as under-triaged.
Physicians observed that patients using the tool arrived at consultations better prepared, allowing for more focused discussions. Additionally, reliance on telephone triage services decreased, alleviating some of the operational stress on healthcare providers. These findings suggest that AI-based triage could improve efficiency in primary care facilities.
Expansion Plans and Future Prospects
Following the pilot, Arts en Zorg intends to expand the Complaint Checker across more practices. The tool has primarily been used by young adults and highly educated women, indicating a willingness among certain demographics to engage with digital healthcare solutions. The organization aims to scale its implementation nationwide to improve patient access to medical services while reducing strain on general practitioners.
CEO of Arts en Zorg, Amon van de Borg, commented on the impact of the AI tool:
“The use of AI within our triage process has proven that we can make care more accessible and efficient. Thanks to the Complaint Checker, patients are quickly referred to the right healthcare provider, which not only eases the pressure on our primary care physicians, but also increases patient satisfaction.”
The broader adoption of AI in primary care continues to be a topic of discussion within the healthcare sector. While tools like Complaint Checker show potential in optimizing triage, concerns around data privacy, reliability, and patient trust remain. Ensuring that AI recommendations align with medical best practices will be crucial for wider implementation. Additionally, digital literacy among patients could affect adoption rates, requiring efforts to educate users on how to engage with such tools effectively.
