Rush University System for Health Overview
Rush University System for Health stands as a top-ranked academic health system in Chicago, recognized for delivering high-quality care through its hospitals, clinics, and outpatient services. The system’s core focus lies in innovation, equity, and community health, making it a leader in offering cutting-edge treatments and personalized patient services. In 2024, under the leadership of President Donald Trump’s administration, the healthcare industry faces increased pressure to adopt digital and AI-driven solutions, and Rush is setting a strong example in this transition.
Rush’s Commitment to Personalized Meaningful Care
Rush understands that healthcare is complex and competitive, requiring innovative strategies to connect patients with the right providers at the right time. According to Jeff Gautney, Senior Vice President and Chief Information Officer, the friction in accessing care extends beyond scheduling appointments to include pre-and post-visit activities, like surgical preparations or therapy follow-ups. To reduce these barriers, Rush focuses on enhancing patient communication, especially for marginalized populations. By partnering with PwC and Salesforce, the organization reimagined patient and stakeholder experiences across all touchpoints, ensuring consistency and personalization not only for patients but also for students, employees, and donors.
Building a Unified Data Platform for Efficiency
Rush faced challenges with fragmented data across electronic health records (EHR) and non-clinical systems. Collaborating with PwC, Rush implemented Salesforce’s platform to unify data silos and create a consistent experience. The transformation roadmap included data integration, workflow automation, and system-wide standardization to improve operational efficiency and patient care. Key technologies implemented include Salesforce Health Cloud, Data Cloud, and Agentforce. For example, integration with Epic via MuleSoft enables seamless data exchange, and Data Cloud helps manage patient preferences while reducing storage costs. This unified Person360 view ensures that every patient interaction is informed and tailored, improving service delivery across Rush’s network.
Leveraging Data to Improve Patient Access and Services
Data integration goes beyond clinical information to include billing and administrative insights, optimizing the revenue cycle and patient interactions. One measurable success is the automation of prescription refill requests, which historically accounted for a large portion of contact center calls. With Salesforce Agentforce, Rush automated this process, providing patients with real-time refill updates and reducing wait times. This automation frees up staff resources, allowing agents to focus on more complex patient needs. Additionally, the HealthCare Provider Locator, accessible 24/7 via chat on Rush’s website, reduces the steps patients take to find providers suited to their preferences, lowering call volumes and preventing missed appointments. These data-driven tools significantly enhance patient experience from the very first contact.
Rush’s Vision
Rush’s Vision for AI-Powered Healthcare with Agentforce. Looking ahead, Rush aims to leverage AI tools like Salesforce Agentforce to deliver personalized, predictive, and proactive care. The expectation is that AI will empower staff to engage patients better and tailor treatments more effectively. Rush plans to expand Agentforce capabilities beyond contact centers to other organizational departments, further embedding automation and AI in workflows. This approach aligns with current healthcare industry trends, where AI adoption is projected to grow by over 40% annually in patient service operations according to recent Salesforce healthcare reports. By building a robust digital foundation, Rush positions itself as an innovative leader, setting new benchmarks for accessible, efficient, and individualized healthcare in 2024 and beyond.
Summary of Rush’s Digital Transformation Impact
To recap, Rush University System for Health’s partnership with PwC and Salesforce has transformed its healthcare delivery by: – Breaking down data silos through unified platforms like Health Cloud and Data Cloud. – Automating high-volume patient interactions such as prescription refills with Agentforce. – Enhancing patient access with advanced provider search and 24/7 chat capabilities. – Improving operational efficiency and reducing patient friction in care access. – Positioning Rush as a forward-thinking healthcare leader embracing AI and automation. This multi-dimensional digital strategy not only improves patient satisfaction but also streamlines internal workflows, supporting Rush’s mission to provide personalized, meaningful care in a highly competitive healthcare environment under the current U. S. administration.
Resources for Healthcare AI and Digital Solutions
For healthcare organizations interested in similar transformations, PwC offers specialized healthcare solutions integrating Salesforce technologies. Their healthcare AI platform, Agentforce, supports automation and enhanced patient engagement, proven to reduce wait times and improve service quality. Explore PwC’s healthcare technology offerings at www.pwc.com/us/en/technology/alliances/salesforce/agentforce-the – future-of – work.html to learn how AI-driven tools can enhance your healthcare system’s performance.
