Hybrid Care in Action: AI That Knows When to Escalate

Medical questions don’t wait for office hours. Symptoms appear at night, on weekends, and at moments when reaching a clinician can feel overwhelming. That’s where hybrid care - AI supported by licensed clinicians - can make a meaningful difference.

Here’s how Dimer Health’s hybrid care model with AI clinically trained chatbot AiME plus licensed human clinicians works in real life.

On a Friday evening, a patient recovering from a prior laparoscopic surgery noticed new redness and irritation near her abdomen. Unsure whether this was normal healing or something more serious, she opened the Dimer Health app and asked AiME for guidance.

Within a brief chat, AiME noted the timeframe since the patient’s surgery was completed and recognized that redness appearing months after surgery is not typical post-operative healing, correctly determining the concern needed provider evaluation. Instead of defaulting to an ER visit, AiME directed the patient to an urgent video visit - handling the initial triage (saving administrative and clinical time), and providing a seamless transition of care from AI chat to human virtual visit.

During the telehealth appointment, a Dimer Health provider determined the symptoms were unrelated to the patient’s previous surgery and more consistent with a fungal skin infection (intertrigo). The provider called in a topical medication for the patient to self-treat at home, counseled the patient on warning signs, and followed them closely with check-ins to monitor the rash. A few days later, the patient reported significant improvement.

The result: timely care, no unnecessary ER visit, and a better patient experience - all delivered instantaneously.

The Advantages of Hybrid Care

When patients have a medical question after hours, the choice shouldn’t be between Googling symptoms or going to the emergency room.
This patient story highlights how hybrid care is designed to work:

• AI as the first line: AiME helps patients articulate symptoms, applies clinical logic, triages and determines when escalation is needed - without panic or guesswork.
• Humans where it matters most: Licensed clinicians provide diagnosis, treatment, reassurance, and clinical judgment.
• Smarter utilization of care: Patients get evaluated quickly without defaulting to the ER or urgent care facility for issues that can be safely managed at home.
• 24/7 access without compromising safety: Even on a Friday night.

Hybrid care isn’t about replacing clinicians. It’s about extending them, making high-quality medical guidance accessible the moment patients need it.

Learn more about how we are providing AI + human hybrid care: www.dimerhealth.com/dimer-app