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Laying the Groundwork for Safe Generative AI Adoption in Healthcare

Laying the Groundwork for Safe Generative AI Adoption in Healthcare

Generative AI may be key to unlocking the Digital Front Door's full potential, but without the right safeguards in place, it can cause tangible harm. Watch the recording of our keynote panel from Digital Front Door Day 2023, featuring Donna Roach, Edward Marx and Aaron Miri.


  • Aaron Miri, SVP, Chief Digital and Information Officer at Baptist Health Jacksonville
  • Donna Roach, Chief Information Officer at University of Utah Health
  • Edward Marx, Chief Executive Officer at Marx Advisory.
  • Moderated by Jon Freedman, Principal, Consumer Access and Digital Transformation at Chartis .

Keynote Panel Highlights

Defining the "Digital Front Door"

Donna Roach kicked off the keynote panel by expressing her hesitation with the term “digital front door“, as it implies a single entry point to healthcare, whereas she envisions a continuum of digital touchpoints. She emphasizes the importance of understanding the various ways different groups and facilities access healthcare digitally, especially in regions with diverse demographics.


Meanwhile, Aaron Miri highlights the unique patient dynamics in the deep south, where a preference for in-person interactions persists, even among digitally native populations. He emphasizes the importance of building relationships and tailoring digital healthcare experiences to meet patient preferences, combining both virtual and physical touchpoints for effective care delivery.

AI and its Impact on Healthcare

The panelists delved into the transformative potential of Artificial Intelligence (AI) in healthcare. Aaron shares insights from a class arch collaborative assessment, demonstrating how AI can enhance patient experiences, streamline administrative processes (e.g., prior authorizations), and offer personalized care through the use of large language models.


Donna Roach highlights specific AI use cases at the University of Utah Health, including the implementation of AI-powered stroke detection in the Emergency Department. This technology accelerates response times and facilitates immediate care for potential stroke patients. Additionally, they employ AI to enhance messaging efficiency between healthcare providers and patients.


Ed Marx underscores the significance of personalization in healthcare, emphasizing that AI should serve as an assistant to healthcare providers rather than a replacement. The panelists discuss how AI can lead to more efficient and patient-centered care delivery by leveraging data to create tailored experiences.

Challenges and Risks in AI Adoption

The panelists acknowledge potential challenges, including inherent bias in large language models. They emphasize the importance of ongoing research to mitigate bias and hallucination (erroneous confidence in AI-generated information). The need for safeguards and human oversight in AI applications is emphasized to ensure safe and effective use.


The panelists unanimously reaffirm their commitment to responsible AI adoption. They highlight the need for continuous research, development, and collaboration within the healthcare community to harness the full potential of AI while mitigating risks and ensuring patient-centric care.

The Foundation of Healthcare: Trust

Aaron Miri emphasized the pivotal role of trust in healthcare transactions. From patients at the doorstep to physicians within health centers, trust is the linchpin. He stressed the imperative of demystifying algorithms, ensuring transparency for building trust in AI. Aaron advocated for openness, offering to sign NDAs to facilitate candid discussions, debunking the notion of shielding information as intellectual property.

Transparency and Governance

Donna Roach shared her insights on transparency and governance. She underscored the significance of publishing guidelines to establish clear boundaries, safeguard sensitive patient data, and uphold ethical standards. Donna viewed these guidelines as vital conversation starters, demonstrating a thoughtful approach that aligns innovation with patient well-being.


Edward Marx emphasized the importance of governance and early involvement of all stakeholders, particularly physicians and practitioners. He pointed out that a flawed process could result in a subpar AI product. Ed advised the critical need for setting clear goals and ensuring alignment among all involved parties before the application of AI solutions.


Moving on to building transparency and trust, Aaron Miri emphasized the importance of facing AI challenges head-on and urged against evading them. He highlighted the need for governance and collaboration with stakeholders, emphasizing the importance of aligning goals and processes before implementing AI. Aaron also cautioned against being swayed by unfounded promises, advocating for practicality and transparency in AI initiatives.

Vendor Transparency

Donna Roach echoed the sentiment, stressing the necessity of vendors being open and transparent about their technology. She anticipated forthcoming legislation that may compel vendors to be more transparent. However, Donna emphasized the importance of choosing partners who are already willing to collaborate openly, rather than relying solely on legislation.


Ed Marx recommended revisiting business associate agreements to safeguard data rights. He advised startups to adopt a “splitting house money” approach, aligning the financial gains of both parties for a mutually beneficial partnership. Ed encouraged organizations to be discerning and not engage in projects lacking a clear value proposition.

A Patient-Centric Approach: The Future of AI in Healthcare

Shifting the focus to a patient-centric approach, Ed Marx recounted a poignant encounter that reshaped his perspective on AI. Meeting a paraplegic individual struggling to navigate the digital front door made him realize the critical need for personalization and accessibility, particularly through voice technology such as voice assistance. This experience spurred efforts to make healthcare more inclusive and tailored to individual needs.


Looking ahead, Ed Marx expressed hope for a future where AI seamlessly integrates into healthcare, becoming an intrinsic part of every process without needing a distinct label. He envisions a landscape where AI is so integrated that it becomes the natural fabric of healthcare operations.


Aaron Miri looked forward to a scenario where AI helps expectant and new parents navigate the healthcare system seamlessly. He envisioned an AI-powered solution that anticipates and addresses their needs, from scheduling appointments to ensuring safe deliveries, alleviating concerns, and providing valuable support.


Donna Roach finally painted a future where AI could revolutionize communication within healthcare organizations. She envisaged a world where email is replaced with a personalized digital assistant, streamlining communication and eliminating inefficiencies.

More sessions from Digital Front Door Day 2023

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