Tell us about Mercy and your role there.
Mercy is a nonprofit Catholic health care ministry founded nearly 200 years ago by Sister Catherine McAuley in Dublin, Ireland. Mercy, based in St. Louis, has grown into one of the 20th largest U.S. health systems, serving millions each year with nationally recognized care, including more than a half a billion dollars of free care and other community benefits annually. Our highly integrated, multi-state health care system includes more than 50 acute and specialty hospitals, convenient and urgent care locations, imaging centers and pharmacies serving patients and families across Arkansas, Kansas, Missouri and Oklahoma.
As the chief data and AI officer and head of transformation operations, I guide and oversee data, analytics, AI and related governance. Along with an amazing team, I also help orchestrate the deployment of value through internal and external collaborations, ensuring that our technological advancements align with our mission and are delivered equitably and responsibly across our diverse system and communities.
How did Mercy become involved with CHAI?
Mercy has a long history of being an early adopter with forward thinking leadership. We’ve long recognized the potential of emerging technologies like AI to enhance our health care delivery and further establish a consistent care model across our system. Joining CHAI as a founding member aligned with our values, charism and principles, enabling us to connect with peer organizations that share similar ambitions in health care innovation. As a capable, credible and relatable integrated delivery network, we felt a responsibility to lead in this space and collaborate with others who are also navigating the complexities of AI in health care.
What has been your experience participating in CHAI’s working groups?
Our experience with CHAI has been very positive and validating; we’ve engaged in various working groups focused on generative AI, predictive analytics and development of the Assurance Lab criteria. The collaboration has introduced us to other health care organizations facing both similar and different challenges and opportunities, allowing for valuable exchanges of ideas and best practices. In just the past six months, we’ve actively participated in efforts that are helping shape the future of AI in health care.
What AI solutions has Mercy implemented recently?
Mercy currently has 18 homegrown AI products fully scaled across the communities in which we serve, as well as licensed tools to improve experience, processes and outcomes for both the providers and patients. We monitor these products end-to-end and regularly validate their value is being maintained. We were early implementers and scalers of practical generative AI solutions, beginning with a generative AI chatbot named Joy, which assists Mercy caregivers with policy inquiries. More recently, we’ve automated and scaled nurse handoff documentation between emergency departments and inpatient settings Mercy-wide, significantly reducing the time spent on this task. Adoption rates have been high and continue to grow, with up to an additional 45 minutes per 12-hour shift being reallocated toward direct patient care and other critical responsibilities. Seeing the valuable impact and its benefit, our nurses and doctors are actively and thoughtfully driving the next process transformations with AI.
How does Mercy ensure successful implementation of AI technologies?
We focus on building trust among caregivers by involving them throughout the discovery, design, development, implementation and monitoring process. Our “value delivery teams” consist of all the positions needed to ensure AI solutions meet real-world needs (e.g., nurses, architects, data scientists and change management experts). This approach fosters a culture of innovation and continuous improvement, enabling us to refine or redefine processes while delivering value through technology. Ultimately, our objective is better patient care, and responsible use of AI is helping us do that.
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