Kiran Mysore, Chief Data and Analytics Officer at Sutter Health, speaks with Vasant Eswarachari, Partner at Guidehouse, about Sutter Health’s digital journey, streamlining patient journeys, building meaningful connections through digital engagement, the new era of care delivery, and harnessing AI to empower clinicians.

Creating seamless and personalized patient experiences

Speaking on the larger context of Sutter Health, Mysore emphasizes the organization’s scale and mission. As a not-for-profit health system serving more than 3.5 million patients in California, Sutter Health is among the top 10 health systems nationally, he says.

Sutter’s guiding vision is “to be the most comprehensive and integrated health system for achieving and maintaining wellness.”

The organization recently opened a large innovation center where a dedicated team focuses on bringing digital tools to life for patients, says Mysore.

Quoting Laura Wilt, the organization’s Chief Digital Officer, he says, “Digital tools can be a catalyst for transforming how we connect with and care for each patient.” He affirms to be thoughtfully adopting technologies that amplify human capabilities to make healthcare more seamless and personal.

Streamlining the patient journey

Drawing parallels between clinicians and patients, Mysore points out that both groups increasingly rely on digital tools to accomplish specific tasks. He illustrates how patients want simplicity and immediacy in their healthcare interactions: “Patients want to book an appointment, look up lab results, and find a doctor with one click.”

To meet those needs, Sutter Health has significantly improved its digital platforms. Enhancements to the website and patient portal My Health Online along with the introduction of virtual real-time chat assistance, have made it much easier for patients to get what they need quickly.

According to Mysore, this ease of use is a critical component of the patient experience. “By expanding the use of digital tools, we are creating a more seamless, personalized experience for our patients,” he says.

Building connected relationships through digital engagement

Mysore stresses that Sutter’s digital initiatives are not just about convenience but rather about forming deeper connections. “Understanding and meeting the expectations of our patients really allows us to build meaningful, connected relationships that help people get and stay well.”

This strategic approach paid off in 2024, a year when patients embraced digital features more than ever. He shares, “Patients embraced a record number of such self-service features, from video visits to secure messages to prescription refill requests.”

A new era of care delivery

Looking ahead, Mysore discusses a significant shift in healthcare with the transition from reactive, episodic care to proactive, continuous support. “Healthcare is also transitioning from episodic reactive care to continuous proactive support,” he notes.

Sutter Health plans to expand its use of digital care models, especially in managing chronic conditions like hypertension and diabetes. This future, as Mysore sees it, is rooted in a hybrid approach of blending digital tools with a strong, committed care team.

“This is exciting as we take advantage of some of the digital tools combined with a great, dedicated care team. Whenever needed, we can make the right adjustments for our patients and create a very seamless, connected approach to improving health outcomes.”

Harnessing AI to empower clinicians and improve patient care at Sutter Health

In discussing the digital transformation at Sutter Health, Mysore credits the team behind the progress. He further shares a key example of how digital innovation is transforming the care experience.

Sutter Health deployed ambient listening technology that allows physicians to engage more directly with patients without the distraction of note-taking during consultations. This technology has been deployed to approximately 2,000 physicians, and the impact has been measurable. A recent study published in JAMA Network Open medical journal validated the results.

Sharing further, Mysore says that there has been a 15% reduction in documentation time, which enables more patient visits and reduces cognitive burden. Also, a 17% reduction in clinician burnout has been recorded.

According to Mysore, this is a powerful example of how digital and generative AI (GenAI) can be applied to improve both the clinician and patient experience.

Another standout innovation Mysore discusses is Augmented Response Technology (ART), a GenAI tool designed to assist physicians in responding to the high volume of patient messages.

With ART, the system pre-generates responses to many common patient messages, which the physician can then review, edit, and send.

• By the end of 2024, over 1,000 physicians were using ART.
• The system helped send nearly 100,000 messages.

“Think about all of the cognitive burden savings and efficiency and ease that we are giving our physicians as they do their work.”

Real digital impact: Easing burden and enhancing effectiveness

The outcomes from these digital tools go beyond time savings. Mysore underscores the broader value they bring to clinical teams. “Looking at the input and output metrics, we are starting to see a reduction in cognitive burden and mental fatigue, making them more efficient, more satisfied, and more effective as well.”

These innovations rooted in GenAI and thoughtful application are concrete examples of how Sutter Health is improving both provider workflows and patient care experiences, Mysore concludes.

CDO Magazine appreciates Kiran Mysore for sharing his insights with our global community.