A Game-changer for Patient Care

Imagine a world where hospital service requests are seamlessly handled with utmost efficiency and accuracy, resulting in better patient care and satisfaction. This is no longer a distant dream, thanks to the power of generative pre-trained transformer (GPT) technology. As a cutting-edge AI language model, GPT can revolutionize the way hospitals manage service requests, improving patient outcomes. GPT can resolve the challenges hospitals face with service requests and enhance the service request process comprehensively.

Overview of GPT

GPT is an artificial intelligence (AI) language model that has taken the tech world by storm. As a marvel of machine learning, GPT has the remarkable ability to process vast amounts of data, comprehend intricate language patterns, and produce contextually relevant responses, making it an invaluable tool in various applications such as conversational AI, content generation and linguistic analysis. The latest iteration, GPT-4, boasts an incredible 1 trillion parameters. With its impressive capacity for adaptability, GPT continues to redefine the boundaries of human-computer interaction, forging a future where machines can effectively comprehend and communicate in the complex world of human language.

By leveraging the power of GPT technology, hospitals can tap into a multitude of benefits that can comprehensively streamline service request workflows and improve patient care:

• Improved Efficiency: GPT can automate various tasks involved in the service request process, such as triaging requests, generating responses and routing requests to the appropriate department. This reduces the workload of hospital staff and improves response times, leading to better patient care.
• Enhanced Accuracy: By harnessing the power of AI, GPT can significantly reduce errors and inconsistencies in the service request process. This ensures that patients receive accurate and timely assistance, minimizing the risk of complications.
• Data-driven Decision Making: GPT can analyze vast amounts of data from service requests, helping hospitals identify patterns and trends. This valuable insight can inform decision making and improve resource allocation, further enhancing patient care.
• Cost Savings: By automating tasks that would typically require human intervention, GPT can help hospitals save on labor costs and improve over all efficiency.
• Personalized Patient Communication: GPT can be utilized to create personalized and empathetic responses to patients and their families, enhancing their overall experience and satisfaction during their stay at the hospital.
• Staff Training and Education: GPT can provide tailored training materials and educational resources to hospital staff , improving their skills and knowledge to better address service requests and patient needs.
• Streamlined Interdepartmental Communication: GPT can facilitate seamless communication between various departments within the hospital, ensuring that service requests are addressed promptly and efficiently.
• Enhanced Security and Privacy: GPT can be integrated with secure systems to protect patient data and maintain privacy, making it are liable solution for managing sensitive information.
With the advent of GPT technology, the landscape of hospital service requests is poised for a significant transformation. As GPT continues to evolve and advance, hospitals can look forward to improved efficiency, accuracy and data-driven decision making, leading to better patient care and satisfaction on a comprehensive level.

Challenges and Concerns

While the potential benefits of GPT technology in revolutionizing hospital service request management are immense, it is also essential to consider potential challenges and concerns that might arise when implementing this cutting-edge technology in hospital settings. By acknowledging and addressing these issues in advance, hospitals can better prepare for a successful integration of GPT technology in their operations.

• Staff Training: The introduction of GPT technology in hospital workflows will require staff training to ensure that everyone is comfortable using the new system and maximizes its potential benefits. Hospitals should invest in comprehensive training programs that cover not only the technical aspects of using GPT but also the best practices in interacting with the AI-powered system to achieve desired outcomes.
• Ensuring Human Oversight: While GPT technology can automate many aspects of service request management, it is essential to maintain human involvement to ensure that AI-generated responses are appropriate and accurate. Hospital staff should be trained to monitor and review GPT-generated content to maintain quality control and intervene if necessary.
• Technological Limitations: Like any AI technology, GPT may have limitations in understanding certain contextual nuances or interpreting complex requests. Hospitals should be aware of these
limitations and work on developing contingency plans to address situations where GPT might require human intervention to provide accurate and appropriate responses.

In a world where every second counts, the integration of GPT technology into hospital service request management promises to be a game-changer. With its potential to revolutionize how hospitals manage and respond to critical tasks, the future of hospital service requests looks brighter than ever. However, it is important to consider the potential challenges and concerns that come with implementing this cutting-edge technology in health care settings, such as staff training, ensuring human oversight and technological limitations.

By acknowledging and addressing these issues, hospitals can pave the way for a successful integration of GPT technology into their operations. As a result, they can look forward to improved patient outcomes, streamlined hospital operations, and a more comprehensive approach to servicere quest management. As GPT continues to evolve and advance, its impact on the health care industry is expected to be even more transformative, enabling hospitals to deliver better care and enhance patient satisfaction on a comprehensive level.

USE CASE STUDY

In many hospitals, the current service request (SR) process is characterized by inefficiencies that can hinder the delivery of optimal patient care. This outdated and manual approach often involves staff members submitting requests via paper forms, emails or phone calls, leading to a disorganized and time-consuming system. Consequently, the requests may not be prioritized effectively, causing delays and miscommunications between departments. Additionally, the lack of standardized procedures and centralized tracking systems can result in errors, inconsistencies and duplicated eff orts. This inefficient SR workflow burdens hospital staff , consumes valuable resources, and negatively impacts patient satisfaction and outcomes, creating a stark contrast with the streamlined, AI-powered alternative.
The potential of GPT technology in handling hospital service requests can be illustrated by a sample conversation between a user and an AI assistant:

User: Hi, my room is too hot.

AI: Hi, to assist you with your service request, please provide your full name first.

User: John Smith.

AI: Thank you, John Smith. Now, please provide your specific location in which building.

User: Building 1.

AI: Sorry, please provide the exact room number or area within Building 1 so we can better locate the issue.

User: Building 1, Floor 3, Clinic room 101.
AI: Thank you for the information. Now, please provide your 10-digit phone number and email address.

User: 2220986783, jsmith@xxhealth.com

AI: Thank you, John Smith. Now, please describe the content of the service request in a specific manner. For example, provide the temperature in the room, how long it has been too hot, and if any temperature control devices have been tried.

User: The room should be at a constant temperature of 71. Now it is 75, and sometimes it goes up to 80.
AI: Thank you for the details. To summarize, the service request is for Building 1, Floor 3,Clinic room 101. The room temperature should be at a constant 71, but it is currently at 75and sometimes goes up to 80. Please confirm if this is correct before I proceed.

User: One more thing, I think I saw a leaking pipe under the sink.

AI: Thank you for the additional information. Now the service request includes the following:
Building 1, Floor 3 Clinic room 101, temperature issue: The room temperature should be at a constant 71, but it is currently at 75 and sometimes goes up to 80. Leaking pipe under the sink in Clinic room 101. Please confirm if this is correct before I proceed.

User: The leaking pipe is actually in the men’s room, same floor.

AI: Thank you for the clarification. Now the service request includes the following:
Building 1, Floor 3, Clinic room 101, temperature issue. The room temperature should be at a constant 71, but it is currently at 75 and sometimes goes up to 80. Leaking pipe under the sink in the men’s room on the same floor (Floor 3). Please confirm if this is correct before I proceed.

User: Correct

AI: Great! I will now submit a service request for the following issues:

• Building 1, floor 3, Clinic room 101 temperature issue: The room temperature should be at a constant 71, but it is currently at 75 and sometimes goes up to 80. This SR will be sent to the HVAC working group.
• Leaking pipe under the sink in the men’s room on the same floor (Floor 3). This SR will be sent to the Plumbing working group.
• Your contact information: Name: John Smith
  Phone: 222-934-7895
  Email: jsmith@xxhospital.com

Please allow some time for the maintenance team to review your request and attend to the issues. They will contact you if they need any further information or to provide updates on the progress. If you have any other concerns or issues, please feel free to ask.

GPT technology can comprehensively streamline the service request process by efficiently gathering information, clarifying details and submitting requests to the appropriate departments. The AI assistant also ensures that the user’s contact information is collected, enabling the maintenance team to provide updates and request additional information if necessary.

Integrating a GPT-based AI assistant with a hospital’s existing computerized maintenance management system (CMMS)is a short-term project that promises significant long-term benefits. The integration process involves connecting the AI assistant to the hospital’s software infrastructure, enabling seamless communication and data exchange between the AI and CMMS system. By leveraging application programming interfaces (APIs) and custom connectors, the AI assistant can effectively access, analyze and interpret data from the CMMS, enhancing service request management and improving overall data quality. While the initial installation may incur some costs, the long-term savings derived from increased efficiency, reduced data errors and improved interoperability will outweigh the expenses, making it a cost-effective upgrade for the health care institution.

George Broadbent

George has served as vice president of asset management, Symetri US for four years. Prior to his current role, he was director of asset management. He has more than 25 years of diversified professional experience in asset management, electronic content management, system architecture, and vital records planning and management. He holds numerous certifications and licenses including IoT Intro to IBM IoT Worker Insights. Broadbent received a bachelor’s degree in mechanical engineering from the New York Institute of Technology.

Dr. Xifan “Jeff ” Chen
Ph.D., LEED AP
Dr. Chen is director of digital transformation at Symetri US. Dr. Chen leads digital technology integration services for all aspects of client businesses to drive efficiency, reduce environmental impacts and increase sustainability. Previously Dr. Chen served as assistant director of enterprise asset management overseeing the strategic management consultancy team and directing projects to develop and integrate new technology solutions, methodologies and workflows to help clients improve facility design, operations and management. He has led Enterprise Asset Management, (EAM), Enterprise Project Management (EPM), Building Information Modeling (BIM) and data asset validation projects for some of the largest and most respected organizations and public agencies, including the Port Authority of New York and New Jersey, Columbia University and the University of Pennsylvania Health System. Dr. Chen received a bachelor’s degree in civil engineering at Nanjing Tech University, a master’s degree in Structural Design and a doctorate in construction/asset/sustainable infrastructural management at Syracuse University

Originally published in Facility Management Journal July/Aug 2023