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Improving Nurse and Patient Experiences with Voice-Controlled Intelligent Personal Assistants

      Our large quaternary-care medical center partnered with a technology start-up company to implement an innovative project using voice-controlled intelligent personal assistants (VIPAs) to improve patient communication workflow, medication education and ultimately hospital efficiency. Specifically, the team utilized 2nd generation Amazon Echo dots for the VIPAs. Nursing leaders and frontline staff developed a workflow map of patient requests, identifying tasks for specific roles with timed escalation. From December 2019 to September 2021, 746 VIPA devices documented hundreds of thousands of interactions. Most patient requests were for music and other entertainment (84%), followed by requests to control the television (9%), which the VIPA handled through Aiva’s integration with Sonifi, Cedars-Sinai’s patient experience platform. Nursing-related requests accounted for 3%. The VIPAs streamlined workflow by directly addressing entertainment and non-medical-related requests, allowing nurses to focus on health care–related issues and thus practice at the top of their scope.
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      Biography

      Patricia “Peachy” Hain, MSN, RN, NE-BC, FACHE, is the Executive Director of the Surgical Services Division at Cedars-Sinai Medical Center in Los Angeles, California. She can be reached via e-mail: [email protected] . Paul Cancio, MBA, BSN, WCC, is the Assistant Nurse Manager for the Surgical Unit at Cedars-Sinai Medical Center in Los Angeles, CA 90048. He can be reached via e-mail: [email protected] . Golda Morales, MSN, RN-BC, is the Associate Director for the Surgical Unit at Cedars-Sinai Medical Center in Los Angeles, CA 90048. She can be reached via e-mail: [email protected] . Mary Nhieu, BSN, RN-BC, is a Clinical Nurse IV for the Surgical Unit at Cedars-Sinai Medical Center in Los Angeles, CA 90048. Email: [email protected] . Renette Grace Antonio, BSN, RN-BC, is a Clinical Nurse IV for the Surgical Unit at Cedars-Sinai Medical Center in Los Angeles, CA 90048. She can be reached via e-mail: [email protected] . Janette V. Moreno, DNP, RN, NEA-BC, NPD-BC, is the Director of Nursing Education for the Brawerman Nursing Institute at Cedars-Sinai Medical Center in Los Angeles, CA 90048. She can be reached via e-mail: [email protected] .