Most health systems are interested in trying to see how digital solutions can continue to enable and improve care outside the four walls of the hospital. And AI is supercharging these possibilities.
However, there are many skeptics. Notably, “AI fatigue” and past failures to achieve ROI have left many cautious about how achievable “intelligent care enablement” may truly be.
To try to understand who is doing digital care enablement well, The Health Management Academy conducted a series of qualitative interviews with digital health leaders. Interviews explored how health systems are using AI to automate clinical workflows, digitize care experiences, address workforce burnout, and provide always-on, intelligent support that reaches beyond the hospital walls.
A More Intelligent Approach to Care and Engagement Is Rapidly Emerging
Patients expect on-demand and real-time responses regarding their healthcare based on their consumer experience in other aspects of their lives and Leading Health Systems (LHS) seek to provide not only a better patient experience but also better care outside of the four walls of the hospital. However, given the demands placed on physicians, it’s unrealistic to expect them to spend more time virtually communicating with their patients than they already do.
As a result, there is a need for a more thoughtful approach to care enablement from both a provider and patient perspective. To alleviate already stretched-thin care teams, AI will be a key part of this work with its ability to automate tasks, streamline patient communications, and elevate complex episodes so clinicians can use their time most effectively. AI presents a new opportunity for clinical teams to more intelligently engage their patients through their care journeys without adding further burden to physicians, nurses, and their teams.
Intelligent care enablement solutions set themselves apart by deploying AI and automation thoughtfully and seamlessly across tech stacks to create more cohesive touchpoints for patients. These solutions can add value for LHS by relying on asynchronous interaction with patients to track important aspects of treatment and recovery outside of the hospital, such as care plan adherence; while also taking away work from clinicians so they can focus on more complex care cases. Additionally, AI-backed care enablement tools should be crafted to fit directly into workflows and core systems to seamlessly route and triage patient messages.
New technology-enabled care approaches may bring up uncertainty and LHS executives interviewed had questions regarding intelligent care enablement around the following topics:
There were three categories of responses to intelligent care enablement: skeptics, enthusiasts, and innovators. Most CXOs interviewed fell in the “Enthusiasts” grouping, signaling a desire to explore intelligent care enablement further since they did not presently have many partnerships.
Overall response to the concept of intelligent care enablement was positive. The ability to utilize these technologies to make care more personalized without adding more work to providers was compelling. Having such AI-powered solutions could help set a LHS apart, resulting in increased patient care plan adherence and a greater likelihood they would return for care at the health system. Ultimately, intelligent care enablement empowers LHS to connect with patients during the crucial moments between appointments, facilitating the care delivery both patients and providers aspire to achieve.
Case Study: How Virtua Optimized GI Care Through AI-Enabled Solutions
One example of AI-enabled care enablement came from New Jersey-based Virtua Health. Virtua leaders wanted to see how an AI-enablement could power a two-way patient communication platform without increasing care team burden. Therefore, they partnered with a platform that leverages AI to address patient concerns and triage messages, elevating complex cases that need clinical attention to Virtua providers. They started use within GI/ colonoscopy services lines and for their specialty pharmacy. Early results of the platform have been promising, specifically:
Initial Results
Improved NPS: Achieved an 89 Net Promoter Score with GI patients
Reduced administrative burden: 73% of patient messages were addressed or redirected by AI and without care team intervention
Fewer no shows and late cancellations: 97% of patients completed prep as directed