Microsoft and Mercy have announced a sustained partnership that aims to enhance patient care and improve the overall healthcare experience through the use of generative AI and other digital innovations. The collaboration will focus on allocating more time for healthcare providers to engage in patient care, ultimately transforming the delivery of healthcare services.
Dr. Peter Lee, corporate vice president of research and incubations at Microsoft, expressed his excitement about the potential of generative AI in addressing the pressing challenges faced by healthcare organizations. He stated, "With the latest advances in generative AI, this moment marks a true phase change where emerging capabilities can help health care organizations address some of their most pressing challenges, create needed efficiency, and transform care."
Mercy, known for its continuous innovation in the healthcare industry, has been at the forefront of adopting intelligent data platforms to drive transformative change. This partnership with Microsoft signifies the next step in their journey towards leveraging technology to empower physicians, providers, nurses, and all clinicians in improving patient care.
One of the key areas where Mercy will harness the power of generative AI is in patient communication. By utilizing Microsoft Azure OpenAI Service, patients will have a better understanding of their lab results, enabling more informed discussions with healthcare providers using plain, conversational language. This technology will also facilitate seamless interactions, allowing patients to seek answers and clarifications during their conversations.
Furthermore, Mercy plans to integrate generative AI into their patient call handling processes, including appointment scheduling. The AI system will provide recommendations for further actions, minimizing the need for follow-up calls. Additionally, a dedicated chatbot will be introduced for Mercy's co-workers, offering rapid access to essential information such as policies, procedures, and HR-related inquiries. By streamlining information retrieval, nurses and staff members can optimize their time allocation towards patient care, enhancing the overall healthcare experience.
Mercy's president and CEO, Steve Mackin, emphasized the collaborative nature of the partnership, stating, "Mercy and Microsoft are creating a new path for health systems in which we are working shoulder to shoulder to combine our 200-year heritage in healthcare and Microsoft's extensive expertise in cloud and AI to enhance care for the patients we serve and improve the working experience for our physicians, advanced providers, nurses, and all co-workers."
Mercy, recognized as the leading large system for patient experience, is ranked among the top 20 largest U.S. health systems. With a network of over 40 acute care hospitals, specialty centers, urgent care facilities, imaging centers, and pharmacies, Mercy serves millions of patients annually across Arkansas, Kansas, Missouri, and Oklahoma. The organization also extends its reach to Arkansas, Louisiana, Mississippi, and Texas through clinics, outpatient services, and outreach programs.
The partnership between Microsoft and Mercy marks a significant turning point in the healthcare industry, as generative AI and other digital innovations pave the way for enhanced patient care, improved operational efficiency, and a better overall healthcare experience.
