The Impact of AI on Patient Care and Physician Satisfaction at Mercy Health

In recent years, Mercy Health has emerged as a pioneer in leveraging artificial intelligence (AI) to enhance patient care and improve physician satisfaction. This innovative approach focuses on increasing the quality of interactions between doctors and patients, leading to happier experiences on both sides.

One significant advancement in this endeavor has been the implementation of AI assistants, particularly the DAX Copilot, a Microsoft tool designed to streamline the documentation process. According to Dr. Molly Ehlman, a geriatrician at Mercy, the use of this AI technology allows her to focus more on the patient rather than being preoccupied with typing notes. Dr. Ehlman emphasizes that it enables her to maintain eye contact and truly engage with her patients during appointments. Patients have mirrored this sentiment, noting that computer usage during their consultations is now primarily for referencing test results or reviewing questions at the end of their visits, rather than for note-taking throughout the discussion.

The introduction of AI has resulted in significant time-saving benefits for physicians. Dr. Ryan Gotcher, a family medicine doctor at Mercy, has experienced a remarkable reduction in charting time, allowing him to dedicate more attention to patient care. Studies reveal that Mercy's physicians save an average of one hour a day previously spent on administrative documentation, resulting in a reduction of clinician burnout by around 13%. This not only improves the healthcare experience for patients but also fosters a healthier work environment for doctors.

Despite the rapid advancement of technology in healthcare, refusing to adapt has been a barrier for some providers. However, Dr. Gotcher argues that learning to use the DAX Copilot is straightforward, taking him just an hour to master. He notes that embracing this technology has been a game changer for his practice, allowing him to devote additional time to his patients and drastically improve the quality of care he can provide.

Mercy Health's commitment to innovation has not gone unnoticed. It has recently received national recognition from KLAS Research, a respected organization that assesses healthcare technology performance. Mercy was one of only four healthcare systems in the United States to earn the prestigious 2025 KLAS Arch Collaborative Electronic Health Record (EHR) Breakthrough Recognition, underlining the effectiveness of their AI initiatives.

The AI-driven improvements within Mercy's practices are unprecedented, having saved caregivers more than 108,000 hours since its introduction. The system's efficiency has allowed for a greater number of patient consultations, ultimately enhancing access to care within the communities served by Mercy.

One of the most significant aspects of Mercy's advancements is the integration of AI into the EHR system, which provides real-time access to patient information. This comprehensive, fully integrated approach ensures that information follows each patient within the system, greatly improving the continuity and quality of care.

Mercy Health is not just a pioneer in implementing AI; it is also deeply committed to community service, having provided almost half a billion dollars in free care and additional benefits in the fiscal year 2024 alone. This philanthropic approach, paired with their pursuit of technological excellence, has positioned Mercy as a leader in the healthcare sector.

Looking forward, Mercy Health continues to explore new ways to utilize AI and other technological advancements to enhance patient care. With leaders like Dr. Broyles, vice president of clinical innovation at Mercy, advocating for continual improvement and patient-centered practices, the healthcare system stands poised to set new benchmarks in clinical excellence.

In essence, Mercy Health's strategic incorporation of AI is not only enhancing patient care and physician satisfaction, but it is also reshaping the landscape of healthcare delivery. As these technologies evolve, the potential for improved outcomes, both in satisfaction and in health, remains promising—an exciting development for patients and providers alike.