Helping patients navigate their care journey with AI

Easing pressure on emergency care

Ada enabled users to understand their care needs and urgency and either escalate to urgent care for high acuity or lower their care requirements if health complaints could be managed better in other settings. Around-the-clock access to care navigation helps eliminate the assumption that the ED is the first step in the patient journey for anyone who needs medical attention. This ensures emergency services can focus on patients who require that level of care.

With up to 90% completion, Ada helped redirect over 40% of users to less urgent care, potentially reducing unnecessary pressure on the ED.

Engaging patients

Following an assessment, users were found to be 10 times more likely to book an appointment online to attend an appropriate service, including a significant number of new patients in Sutter’s system.

There were initial concerns around the ‘digital divide’ and older users accessing the online tool; however, of the users who completed an assessment, 27% were over 50 years old.

A clinically-led partnership

Recognizing the importance of collaboration and clinical buy-in when reviewing potential suppliers, Sutter, and their doctors:

• Used clinical scenarios to test Ada’s performance against several other solutions.
• Determined that Ada offered the most reliable clinical assessments and demonstrated the accuracy and safety that their clinicians would stand behind.
• Underpinned success through early stakeholder engagement, executive sponsorship, defined KPIs, a dedicated Ada client success manager, and proactive marketing to Sutter patients.