Welcome to the AI Agent & Copilot Podcast, analyzing the latest AI Copilot and agent developments from Microsoft and its partners, delving into customer use cases, and exploring how AI plus the cloud helps customers reimagine their business.
In this episode, Tom Smith speaks with Dr. Patrick McGill, Executive Vice President and Chief Transformation Officer for Community Health Network, to receive an update on the health system’s use of AI and its plans going forward, following their conversation in late 2024, when McGill detailed the use of DAX Copilot to address health provider burnout through, among other features, ambient listening functionality in clinical appointments.
Highlights
Update on Copilot Usage, Patient Feedback (01:26)
Over 1,500 providers are using ambient listening, and almost 500,000 patient encounters have been transcribed. Feedback from providers has been positive, highlighting reduced cognitive burden and burnout, and the tool is being expanded to other settings like emergency rooms and inpatient care.
Quantifiable benefits include reduced hours spent outside the clinic, which translates into significant cost savings. Dr. McGill outlines the upcoming launch of ambient listening tools in the inpatient setting and for nursing staff, which will benefit over 8,000 nurses and other healthcare professionals. Dr. McGill shares that patients feel more attended to and listened to by providers who are not distracted by note-taking. Pre- and post-implementation analyses confirm improved patient experience and attention from providers.
Agentic Use Cases, Need for Change Management (05:04)
Dr. McGill outlines three main buckets for agent use: voice agents for scheduling and administrative tasks, clinical agents for chart summarization and care gap identification, and operational agents for automating repetitive work. He emphasizes the importance of change management and training to help staff understand and embrace the new technology. Dr. McGill describes the process of identifying repetitive tasks through a survey, which serves as a work list for automation and agent development. The health network’s goal is to automate tasks, not eliminate jobs.
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Key Partnerships, Cost Savings (13:22)
Community Health Network is building some agents internally while partnering with companies including Cisco and Microsoft for others. Dr. McGill highlights the importance of customization and understanding business workflows, even when working with external partners.
The health network has an aggressive but achievable savings goal of $10 million. It’s vital to set organizational goals while using AI to improve productivity and clinical outcomes.
Future Plans and Organizational Focus (17:30)
Community Health Network will continue to evolve its AI and agent strategies, focusing on leveraging partners and learning from each other. Dr. McGill emphasizes the need for leadership courage and initiative to embrace new technologies and improve patient care.
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