Santé Québec is investigating the use of artificial intelligence to enhance the efficiency of the Info-Santé 811 telephone service, which provides medical advice and triage to residents. The initiative aims to reduce wait times and improve patient outcomes by leveraging AI for initial symptom assessment and call routing.
AI Integration Plans
According to Santé Québec officials, the AI system would assist nurses by analyzing caller symptoms and suggesting appropriate responses or urgency levels. This could allow nurses to handle more complex cases while AI manages routine inquiries. The project is in early stages, with pilot tests expected within the next year.
Nurse Clinician Novashe Zabala, who works at Info-Santé, noted that the technology could streamline operations. "AI can help us prioritize calls and provide faster guidance to patients who need immediate care," she said in an interview. The system is designed to complement, not replace, human judgment.
Potential Benefits
Santé Québec reports that Info-Santé receives over 1.5 million calls annually, with average wait times sometimes exceeding 30 minutes during peak periods. AI integration could reduce these waits by up to 20%, based on preliminary modeling. The technology would also help standardize triage protocols across the province.
Privacy advocates have raised concerns about data security, but Santé Québec assures that the AI system will comply with Quebec's strict health privacy laws. Patient data will be anonymized and encrypted, with human oversight maintained for all AI recommendations.
Next Steps
A request for proposals will be issued later this year to select technology partners. If successful, the AI-enhanced service could launch province-wide by 2028. Santé Québec is also exploring similar AI applications for other health hotlines.
