Desenvolvimento de um chatbot para a marcação de consultas clínicas: Sistema Nacional de Saúde

Abstract

In Mozambique, there are millions of appointments scheduled per year, which creates a relationship challenge with current and prospective patients. According to the 2020 Annual Balance Report, in relation to the health network, the number of health units increased to 1739, representing a growth of 3.9% compared to 2019, making a ratio of 17290 inhabitants per health units. The process of making appointments is one of the most frequent in the health sector, due to the problems of communication infrastructure and limitations of human resources in medical appointment establishments – most of which are small. This can result in delays in care, useless efforts and frustrations on the part of citizens who seek hospital services in this area. It was through Information and Communication Technologies tools that the author proposed a solution to the existing constraints in the current appointment scheduling process. The present work aims to describe the process of scheduling appointments in the National Health System, its constraints and how these can be overcome. Still in this work, the steps that culminated in the development of a chatbot applied to the scheduling of clinical appointments in the National Health System are also described in detail. The document is structured in accordance with the standards established in the course completion regulation of the Faculty of Engineering. Still, it can be followed through the index and subchapter of the structure of the work.