Registry employees in nine clinics in Yekaterinburg have received special badges with an audio recording function. The devices record dialogues between staff and patients. The experiment is being conducted in the Sverdlovsk region under the leadership of the regional Ministry of Health.
According to Deputy Governor and Head of the Ministry of Health Tatyana Savinova, the technology is needed to reduce the level of conflict. The department plans to use the recorded material to analyze typical contentious situations.
Audio recording of everything that the registrar and the patient say. The words are converted into text, deciphered using AI. There are forbidden words and phrases. We don’t have the word “no” — if there is no appointment, we must find a solution, we are now working on this in the registries. Most of the complaints are currently in Yekaterinburg.
The main goal is not to find those responsible among doctors and not to issue fines. The task is to understand the reasons for tension in communication. Based on the collected data, experts will develop algorithms for resolving conflicts. This will improve the culture of dialogue in medical institutions.
After collecting statistics in nine pilot clinics, the department will create unified communication standards. These rules will then be implemented in the remaining clinics in the region. The institutions will also launch a rating of the quality of work with patients.
The technical equipment of registries identifies errors in communication between patients and employees and offers systemic solutions to eliminate them.
