DeloitteASSIST has been selected as an ABA100® Winner for Service Innovation in The Australian Business Awards 2019. The Australian Business Award for Service Innovation [SIA] recognises service products that provide innovative solutions for new and existing market needs.

“Deloitte” is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management, tax and related services to select clients.

Deloitte has over 250k employees worldwide and approximately 25,000 professionals focused specifically on the Healthcare sector worldwide. The Australian partnership of Deloitte Touche Tohmatsu is committed to growth, client service and its people – 790 partners and more than 8000 people located in 14 offices across the country, plus Papua New Guinea and Timor-Leste.

Deloitte’s commitment to being a responsible business is a key priority. In FY18, the firm is proud to have invested $25.6m in our communities through pro bono work and donations, as well as hands-on and skilled volunteering. To sustain its momentum, Deloitte continues to invest in innovative new services, products and people, while expanding its business through acquisitions, alliances and organic growth.

Deloitte’s vision is to be the most inspiring firm to work with – for its people, its clients and its communities. Deloitte is committed to innovation, the oxygen that it uses to develop new ideas, products and services that create value for itself, its clients and the country.

Even in modern hospitals, the primary method through which a patient can request assistance from a nurse is a button and a bell that cannot: distinguish between patient needs, provide reassurance that help is coming; or support effective prioritisation of requests. This outdated, binary system is failing to adequately support patients and their care teams.

DeloitteASSIST is an AI-enabled patient communication solution, enabling patients and nurses to request assistance without the need to press a button. Powered by smart speaker hardware, natural language processing and machine learning it understands a patient’s or nurse’s spoken request, which is then prioritised, to ensure the right help comes sooner. DeloitteASSIST is a wholly-owned, self-funded Deloitte initiative and has the potential to enable a digital healthcare revolution by streamlining hospital communications and increasing the quality of healthcare provided to people in need, not only in Australia, but globally.

DeloitteASSIST represents an entirely new approach to the problem of nurse-patient communication. DeloitteASSIST has been deployed the Prince of Wales Hospital (POWH) in Sydney where 87% of nurses reported feeling more confident in their ability to appropriately respond to patient requests. 92% of patients would recommend and 100% would like it available to them if they were in a hospital again.

The solution is focused on improving patient experience by reducing unnecessary delays in the treatment process, releasing time to care (for nurses, doctors and clinicians) and improving individual capacity for patients to manage one’s own wellness and recovery. Since implementation, the Nursing Unit Manager (NUM) has seen complaints regarding waiting for nursing staff to respond decline to zero, a significant indicator of patient experience improvement.

Within a week of the roll-out the solution had helped the hospital to understand the nature of patient requests to staff, time of day patterns, and response times. These insights enable the team to engage in continuous improvement as they strive toward excellence in health care service delivery.

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