Featuring:
- Elbridge Locklear, SVP & Chief Information Officer at Summa Health
Session Highlights
Elbridge Locklear, SVP and Chief Information Officer at Summa Health, delves into the organization’s journey towards revolutionizing their digital front door experience. Locklear reminisces about the early 2000s when the surge of smartphones, smartwatches, and fitness apps prompted a desire for increased customer engagement and self-service options. This marked the inception of the digital front door as a pivotal initiative for companies aiming to enhance productivity while cutting costs.
Pioneering the Digital Front Door in Healthcare
Revamping Summa Health's Digital Presence
Post-COVID, Summa Health confronted the challenges of delivering adequate access to care. Recognizing the limitations of their patient portal, Locklear and his team resolved to integrate AI-driven web assistants. They turned to Hyro and later incorporated Spot, the GPT-powered site search assistant, leveraging cutting-edge technology to streamline patient interactions. This strategic move not only optimized resource allocation but also enriched the patient experience.
A Data-Driven Approach: Implementing AI Web Assistants
Summa Health’s adoption of Hyro’s AI assistant and subsequent integration of Spot marked a significant milestone. These initiatives were underpinned by a data-driven strategy, emphasizing targeted use cases and accurate data for maximum efficacy. Locklear shares key metrics, demonstrating the substantial impact of AI on patient interactions. The reduction in informational calls to the contact center illustrates the tangible benefits of this technology.
Charting the Course Forward: AI in Remote Patient Monitoring
Locklear acknowledges the potential of remote patient monitoring and underscores the importance of physician engagement. While Summa Health has made strides in this domain, there remains a cultural shift required to fully harness the benefits. He envisions a future where AI-driven healthcare technology seamlessly integrates with EHR data, enabling personalized and efficient patient interactions. This forward-thinking approach aligns with Summa Health’s commitment to providing comprehensive and patient-centric care.
