#USA #New York #PDS Health #PolyAI #Epic Systems

PolyAI and Epic Integration: Transforming Healthcare Communication

In a groundbreaking advancement for the healthcare sector, PolyAI has recently unveiled its direct integration with Epic, a leading electronic health record (EHR) system. This dynamic integration aims to revolutionize the way healthcare organizations communicate with patients, making interactions smoother and more efficient. One of the very first healthcare networks to implement this new system is PDS Health, which operates over 1,100 dental and medical offices across the nation.

The Future of Patient Communication

With this integration, PolyAI taps into Epic’s infrastructure, enabling healthcare providers to streamline patient communications significantly. This direct link aims to eliminate the need for middleware and thereby reduce latency in communication. At its core, this system is designed to handle tasks like appointment scheduling and general patient inquiries more effectively than traditional methods.

Nikola Mrkšić, Co-founder and CEO of PolyAI, noted the pressing need for rapid and precise responses in healthcare. Patients now expect immediate answers, accessible 24/7, and AI-powered systems are stepping up to meet these demands. Instant handling of scheduling, prescription refills, and frequently asked questions allows healthcare professionals to concentrate on the crucial aspects of patient care.

Enhanced Functionality for PDS Health

PDS Health has integrated PolyAI’s solutions into its existing workflows. This enables patients to conveniently confirm or reschedule appointments and get answers to their questions without the usual wait times on hold. The first practical implementation of this rescheduling feature took place in June 2026, showcasing real-time updating capabilities across the organization’s extensive network.

David Baker, Chief Information and Digital Officer at PDS Health, emphasized their mission to make every interaction with patients as seamless as possible. This integration not only enhances the patient experience but also enables clinicians to dedicate more time to patient care rather than administrative tasks.

Benefits of Direct Integration

The advantages of PolyAI's direct connection to Epic are multifaceted:

• - Faster Conversations: By eliminating middleware, the latency in communications is significantly decreased, resulting in smoother patient interactions.
• - Transparent Troubleshooting: With no middleware in the way, IT teams can quickly resolve any issues that may arise.
• - Custom Workflows: Since each healthcare organization utilizes Epic differently, PolyAI adapts to meet each organization’s specific configuration, ensuring personalized integration without compromising efficiency.

Patient-Centric Outcomes

Beyond operational efficiencies, the benefits of this integration are tangible for patients as well. The ability of PolyAI's dialog agents to manage a massive volume of queries means that more patients can be served at once. This reduces unused appointment slots and removes language barriers, making healthcare accessible to a broader range of communities, including those that are multilingual or underserved.

Interestingly, healthcare organizations leveraging PolyAI have reported generating over $120 million in additional revenue, improving patient satisfaction scores by 15 points, and reducing average call wait times by a staggering 88%. These metrics underscore the significant impact AI integration can have on healthcare.

The Bigger Picture

PolyAI establishes a sophisticated platform that aims to facilitate millions of healthcare interactions each year. With over 75 languages supported, the system is as inclusive as it is efficient. Companies like Metro Bank and Marriott have already experienced the transformational capabilities of PolyAI in enhancing operational effectiveness.

As healthcare moves towards greater efficiency and patient-centric care, integration tools like those from PolyAI and Epic will become essential. Providers interested in improving their patient interactions can access PolyAI through the Connection Hub available at Epic Showroom.

The integration signifies more than just technological advancement; it embodies an essential step toward a patient-centered approach in healthcare, where timely responses and efficient communication can greatly enhance patient care and satisfaction.