Empowered Patient Podcast

Patty Hayward, General Manager, Healthcare and Life Sciences at Talkdesk, is addressing staff burnout due to the increased demand for patient support and rising patient expectations to get questions answered, appointments scheduled, and issues resolved.  Through AI, chatbots, and automation of basic tasks, staff can spend more time with patients to address complex problems. While some patients still like to talk to a live person on the phone, the use of technology allows for real-time responses to many concerns through a patient portal or contact center that has access to patient EMR including history and current medical condition. Patty explains, "People come into healthcare specifically because they want to help people. Healthcare is very personal, and so when you don't have the time and space and resources often to deliver that empathetic experience to really help people, that can lead to a real high level of burnout feeling, a lot of frustration, and you're not having that job satisfaction that you got i