Engagement With the Centers for Disease Control and Prevention Coronavirus Self-Checker and Guidance Provided to Users in the United States From March 23, 2020, to April 19, 2021: Thematic and Trend Analysis

Abstract

Background In 2020, at the onset of the COVID-19 pandemic, the United States experienced surges in healthcare needs, which challenged capacity throughout the healthcare system. Stay-at-home orders in many jurisdictions, cancellation of elective procedures, and closures of outpatient medical offices disrupted patient access to care. To inform symptomatic persons about when to seek care and potentially help alleviate the burden on the healthcare system, Centers for Disease Control and Prevention (CDC) and partners developed the CDC Coronavirus Self-Checker (“Self-Checker”). This interactive tool assists individuals seeking information about COVID-19 to determine the appropriate level of care by asking demographic, clinical, and nonclinical questions during an online “conversation.” Objective This paper describes user characteristics, trends in use, and recommendations delivered by the Self-Checker between March 23, 2020, and April 19, 2021, for pursuing appropriate levels of medical care depending on the severity of user symptoms. Methods User characteristics and trends in completed conversations that resulted in a care message were analyzed. Care messages delivered by the Self-Checker were manually classified into three overarching conversation themes: (1) seek care immediately; (2) take no action, or stay home and self-monitor; and (3) conversation redirected. Trends in 7-day averages of conversations and COVID-19 cases were examined with development and marketing milestones that potentially impacted Self-Checker user engagement. Results Among 16,718,667 completed conversations, the Self-Checker delivered recommendations for 69.27% (n=11,580,738) of all conversations to “take no action, or stay home and self-monitor”; 28.8% (n=4,822,138) of conversations to “seek care immediately”; and 1.89% (n=315,791) of conversations were redirected to other resources without providing any care advice. Among 6.8 million conversations initiated for self-reported sick individuals without life-threatening symptoms, 59.21% resulted in a recommendation to “take no action, or stay home and self-monitor.” Nearly all individuals (99.8%) who were not sick were also advised to “take no action, or stay home and self-monitor.” Conclusions The majority of Self-Checker conversations resulted in advice to take no action, or stay home and self-monitor. This guidance may have reduced patient volume on the medical system; however, future studies evaluating patients’ satisfaction, intention to follow the care advice received, course of action, and care modality pursued could clarify the impact of the Self-Checker and similar tools during future public health emergencies.

Chatbots and COVID-19: Taking Stock of the Lessons Learned

“…As a result, there was a tremendous surge of interest in digital technology, including chatbots-computer programs that present a conversation-like interface through which people can access information and services [2]. During the early stages of the COVID-19 pandemic, national and subnational governments, as well as international health organizations such as the World Health Organization (WHO) [3,4] and the United States Centers for Disease Control and Prevention (CDC) [5], private companies, nongovernmental organizations, and researchers explored these new channels to reach people who were otherwise cut off from health services.…”