Ochsner Health to Integrate Generative AI Into Patient-MD Messaging

Sept. 18, 2023
Ochsner Health, the New Orleans-based integrated health system, has launched a pilot to test the use of generative AI to draft messages to patients in the system’s patient portal

Leaders at Ochsner Health, the New Orleans area-based integrated health system with 46 hospitals and 370 clinic sites across Louisiana, Mississippi, and Alabama, are moving forward with a pilot program involving generative AI (artificial intelligence).

Ochsner Health’s leaders published a press release to their website on Sep. 18. “This month,” the press release began, “Ochsner Health is launching a pilot program that uses AI to draft simple messages to patients in the MyOchsner app portal. A small group of Ochsner clinicians will participate in testing a new Epic feature [from the Verona, Wis.-based Epic Systems Corporation] that drafts responses to routine patient requests, which will then be reviewed and edited by the clinicians. The feature is meant to speed up app response time to patients and allows doctors to spend more time with patients.”

And it quoted Louis Jeansonne, M.D., the health system’s chief medical information officer, as stating that “Ochsner has long been a leader in using digital tools to improve the patient experience. Now we are looking at how technology can simplify workflows for our clinical staff, which should significantly reduce the hours they are spending away from patients.”

The press release went on to note that “Ochsner is part of an early adopter group to test the feature utilizing Microsoft’s Azure OpenAI Service, which integrates with Epic’s electronic health record software. Approximately 100 Ochsner clinicians across the system (of 46 hospitals and 370 centers) will participate in the first phase of the pilot, testing simple messages unrelated to diagnoses or clinical judgments. Patients who receive messages from their physicians via the MyOchsner app,” the press release noted, “can be assured that their provider has complete oversight and involvement. All technology incorporated into clinical workflows is HIPAA-compliant and messages are securely encrypted for purposes of safeguarding patient privacy. Before a message can be sent to the patient, the feature’s design ensures a human must always review the message’s accuracy and make any needed changes before signing off on it, so the communication between the patient and the clinician always has a human touch. Clinicians are educated in the importance of remaining engaged with patient communication, relying on the drafts only for support.”

The press release quoted chief application officer Amy Trainor as stating that “The AI will generate a draft for the clinician to review and send. It’s meant to help clinicians respond more quickly to patient messages, so patients can get answers to their questions sooner. And it will reduce time our clinicians are spending on computers so that they can spend more time doing what they do best—direct patient care.” She added that there are three phases of the pilot through fall 2023, and that each phase will collect patient feedback to further enhance the system.

Further, as the press release noted, patients in 2022 sent over 4 million medical advice requests to physicians using the MyOchsner app.

“At Ochsner, we are constantly looking for ways to improve our patient and provider experience, and we believe this pilot will show that AI can help relieve the messaging burden on our clinicians,” Trainor said.

“AI holds great promise for innovation in healthcare and we are already imagining new ways we can use AI to improve the health of our communities," said Ochsner Chief Digital Officer Denise Basow, M.D., in a statement contained in the press release. “We never forget that caring for people is why we're here, and our patients are top priority in everything we do. We are entering this new frontier with excitement and a commitment to transparency, accountability, safety and security.”

Sponsored Recommendations

Improving Workplace Safety and Patient Care in Behavioral Health

In 2023, Vail Health enhanced safety in their behavioral health clinic, but the impact went beyond their expectations. Read their case study to see how prioritizing workplace ...

Transforming Hospital Capacity Through Smarter Patient Progression Strategies

Helping patients move seamlessly through every stage of their care, from admission to discharge, is critical to ensuring patient safety, improving outcomes, and optimizing capacity...

Beyond the AI Buzz: How Clinicians Can Leverage AI for Value-Based Success

Watch on-demand to explore the impact of implementing AI in primary care settings to reduce burnout and thrive in value-based care. Including practical takeaways on driving clinician...

Building the Connected Hospital: Bridging Operational Gaps Through Technology

Join industry leaders to explore how advanced technologies like RFID, AI, EMR, and ERP systems are transforming hospitals into connected ecosystems that enhance efficiency, streamline...