Performance of an Intelligent Messaging Tool for Clinical Communications.

ABSTRACT:

Importance

Delays in patient care and occupational burnout are potential consequences of difficulty in managing rising volumes of patient portal messages. The Smart Messaging Tool (SMT) was a custom-built natural language processing tool developed to address 4 key criteria: alignment with care pathways, adaptation to evolving conditions, demonstration of high accuracy, and accommodation of large volumes of messages.

Objective

To assess the viability of SMT in classifying patient messages in a large, integrated, value-based health care system.

Design, setting, and participants

This quality improvement study compared the first 2 years of SMT implementation (March 28, 2023, to March 27, 2025) with the legacy system it replaced. Patient messages sent via the Southern Cali

SUBMITTER: Nguyen D 

PROVIDER: S-EPMC12809371 | biostudies-literature | 2026 Jan

REPOSITORIES: biostudies-literature