Navigating the Digital Revolution in Healthcare: Sara Vaezy on AI and the Future of Patient Care
Sara Vaezy, Executive Vice President and Chief Strategy and Digital Officer at Providence, reflects on the transformative journey of digital health during the COVID-19 pandemic and beyond. As one of the largest health systems in the U.S., Providence found itself at the forefront of innovation when it treated the first COVID-19 patient in the country in January 2020. This pivotal moment accelerated the adoption of digital health tools, setting the stage for a revolution in patient care. Vaezy shared her insights on how Providence leveraged these tools during the pandemic and how the organization is now embracing artificial intelligence (AI) to reshape the future of healthcare.
Accelerating Digital Transformation During COVID-19
The onset of the pandemic pushed Providence to act swiftly. Tools like DexCare, a multimodal care scheduling platform, became instrumental in scaling virtual care services. Virtual visits skyrocketed by 30 times overnight, and platforms like DexCare enabled the health system to keep up with the soaring demand. Additionally, Providence launched a COVID symptom screener and remote patient monitoring system, which helped identify at-risk patients early and reduced the strain on emergency rooms. These innovations not only saved lives but also laid the foundation for a more digital-first approach to healthcare. Vaezy emphasized that the rapid adoption of these tools was not just a response to the crisis but a stepping stone for future advancements.
Embracing AI to Revolutionize Healthcare
Today, Providence is deeply invested in AI as the next frontier in healthcare transformation. Vaezy explained that the organization is taking a deliberate approach to AI integration, focusing on reallocating existing resources rather than increasing costs. Key AI-powered solutions include "Grace," an AI-powered chatbot that reduces patient message volume by 30% by intercepting and resolving routine inquiries. Another tool, ARIA (Automatic Real-Time In-Basket Assistant), uses AI to help clinicians manage their inboxes, cutting response times by 50%. Nuance DAX CoPilot, which leverages ambient listening technology, automates clinical documentation, giving doctors back one to four hours daily. These solutions are designed to reduce clinician workloads, improve patient access, and enhance communication, ultimately enhancing the quality of care.
The Importance of Responsible AI Development
As AI becomes more integral to healthcare, Providence is prioritizing responsible deployment. Vaezy highlighted that 40% of their AI resources are dedicated to monitoring operations and ensuring transparency, while 60% are focused on feature development. This balance reflects the organization’s commitment to ethical AI use. One key principle is protecting patient data. Providence has taken a cautious approach to sharing patient data with third parties for AI training, with Vaezy stating, "Our answer has been generally no." This stance underscores the importance of privacy and trust in healthcare innovation.
The Future of AI in Healthcare
Vaezy is optimistic about the future of AI in healthcare, predicting that 2025 will see significant advancements, particularly in the development of sophisticated AI agents. She envision
