JMIR Publications

ABSTRACT

Background:

One in three Canadians will experience an addiction and/or mental health challenge at some point in their lifetime. Unfortunately, there are multiple barriers in accessing mental health care including system fragmentation, episodic care, long wait times, and insufficient support for health system navigation. Additionally, stigma may further reduce an individual’s likelihood to seek support. Digital technologies present new and exciting opportunities to bridge significant gaps in mental health care service provision, reduce barriers pertaining to stigma, and improve health outcomes for patients and mental health system integration and efficiency. Chatbots, i.e., software systems that use artificial intelligence to carry out conversations with people, may be explored to support those in need of information and/or access to services, and present the opportunity to address gaps in traditional, fragmented and/or episodic, mental health system structures, on demand, with personalized attention. The recent Corona Virus (COVID-19) pandemic has even further exacerbated the need for mental health supports among Canadians, and calls attention to the inefficiencies in our system. As healthcare workers and their families are at an even greater risk of mental illness and psychological distress during the COVID-19 pandemic, this technology will be first piloted with a goal to support this vulnerable group.

Objective:

This pilot study seeks to evaluate the effectiveness of the Mental Health Intelligent Information Resource Assistant (MIRA), in supporting healthcare workers and their families in the Canadian provinces of Alberta and Nova Scotia with the provision of appropriate information on mental health issues, services, and programs based on personalized need.

Methods:

The effectiveness of the technology will be assessed via voluntary follow-up surveys, and analysis of the client interactions and engagement with the chatbot. Client satisfaction with the chatbot will also be assessed.

Results:

This project was initiated April 1st, 2021. Ethics approval was granted on August 12th, 2021 by the University of Alberta Health Research Board, and April 21st, 2022 by the Nova Scotia Health Authority Research Ethics Board. Data collection began May 2nd, 2022. Publication of a final report will be sought following the synthesis of analysis June 2022.

Conclusions:

Our findings can be incorporated into public policy and planning around mental health system navigation by any/all Canadian mental health care providers - from large public health authorities through to small community-based not-for-profits. This may serve to support the development of an additional touchpoint, or a point of entry, for individuals to access the appropriate services/care, when they need them, wherever they are.