AI Tool of the Week: How Arts en Zorg’s Complaint Checker cuts wait times & boosts efficiency in primary care

In recent years, Artificial Intelligence (AI) has advanced significantly in many areas, including healthcare.

One major challenge in general practice is managing patient triage to make sure people get the right care when they need it.

Arts en Zorg, the primary care organisation in the Netherlands, is innovating in GP (general practitioner) care with an AI-driven triage tool.

Many studies show that both patients and doctors are slow to adopt hybrid care concepts.

To keep healthcare accessible in the Netherlands, it’s important to embrace hybrid care.

In this edition of “AI tool for the week,” we spotlight — Complaint Checker, an AI tool designed to reshape how primary care handles patient triage.

Compliant Checker: A digital triage tool that helps patients assess health complaints

Recently, Arts en Zorg tested the Complaint Checker, an AI tool that supports GPs in triage and helps patients with self-care advice.

As per the company’s claims, this contributes to shorter waiting times, reduced workload, and more efficient referrals in primary care.

Physician and Care, in collaboration with NeLL (LUMC), has successfully piloted the AI-powered Complaint Checker—a digital triage tool designed to help patients assess their health complaints more accurately.

The results from the pilot program, conducted in Utrecht, indicate that the Complaint Checker significantly enhances the efficiency and accuracy of patient referrals.

By streamlining the decision-making process, this AI tool has the potential to reduce the overwhelming burden on general practitioners while improving the patient experience.

How the Complaint Checker works?

The Complaint Checker is an AI-driven triage tool that guides patients through an online questionnaire.

Based on their responses, the system evaluates the urgency of their condition and determines the appropriate healthcare provider—whether it be a general practitioner, a nurse specialist, or a physical therapist.

Additionally, it suggests the most suitable consultation format, be it in-person, via phone, or through teleconsultation.

In cases where a GP visit is deemed unnecessary, the tool offers self-care advice, empowering patients with reliable guidance on managing their symptoms independently.

This ensures that primary care services are utilised efficiently, prioritising urgent cases while reducing unnecessary visits.

The benefits of AI in triage

The pilot study conducted by Physician and Care revealed:

• AI-based Accuracy: Between 76 per cent and 92 per cent of patients were given an appropriate urgency level based on their symptoms.
• Safety: Only 1-6 per cent of cases were under-triaged, meaning that the risk of underestimating a patient’s condition remained minimal.
• Efficiency: Patients who used the Complaint Checker arrived at consultations better informed, leading to more focused discussions with healthcare providers and reducing the strain on telephone triage services.

User adoption and future rollout

During the pilot, the tool was used an average of 3-4 times per day by patients at Physician and Care.

The primary users were young adults and highly educated women, suggesting a demographic that is comfortable engaging with digital healthcare solutions.

Additionally, general practitioners reported that the Complaint Checker led to more informed patients, resulting in more effective consultations.

As a result, Arts en Zorg plans to expand the Complaint Checker across its network. With one practice already serving 10,000 patients, the organisation aims to implement the tool nationwide.

This initiative aligns with the broader goal of integrating AI into primary care to alleviate pressure on general practitioners while maintaining high standards of care and accessibility.

Amon van de Borg, CEO of Arts en Zorg says, “The use of AI within our triage process has proven that we can make care more accessible and efficient. Thanks to the Complaint Checker, patients are quickly referred to the right healthcare provider, which not only eases the pressure on our primary care physicians, but also increases patient satisfaction.”