Image capture: Pre-Surgery Consultation – Patient and Doctor Discussing Medical Procedure in Clinic
In a rapidly evolving healthcare environment, patient expectations and regulatory requirements demand continuous innovation and refinement in care delivery. UCHealth Yampa Valley Medical Center identified a key area for improvement—not in clinical efficiency, but in the psychological readiness of patients preparing for surgery. By rethinking traditional process improvement and integrating artificial intelligence and ambient technologies, the organisation achieved measurable success in patient satisfaction, recording 100% positive scores in a single quarter. This initiative highlights how the thoughtful application of technology can support meaningful and human-centred improvements in healthcare.
Understanding Patient Readiness Beyond Throughput
While surgical procedures are routine for healthcare professionals, they often represent moments of significant anxiety and uncertainty for patients. At UCHealth Yampa Valley Medical Center, patient and caregiver feedback collected through routine pre- and post-operative followups revealed recurring concerns regarding readiness for surgery. These conversations drew attention to the emotional and psychological challenges faced by patients, particularly fears and anxieties that were not adequately addressed by existing processes.
Traditionally, process improvement efforts in surgical settings have focused on operational efficiency—from scheduling to discharge. However, the care team at the medical centre recognised that a more holistic approach was necessary. They set out to prioritise psychological preparedness as a strategic objective, seeking to define what readiness truly meant from the patient's perspective. The team conducted a literature review but found little existing research specifically addressing psychological readiness for surgery, with most resources focusing on general fear and anxiety. This absence of established guidance confirmed the relevance of their goal while also indicating that they were entering relatively unexplored territory in process design.
Deploying AI to Capture and Interpret the Patient Voice
The turning point in the initiative came with the involvement of an external healthcare consultant who introduced the use of AI and ambient technologies to the process improvement effort. Before this collaboration, the organisation had not considered AI tools for analysing large datasets or complex patient narratives. With the recommended tools, the team was able to capture and interpret not only the content of focus group discussions but also their tone and emotional nuances. This approach allowed for the extraction of key trends and themes almost immediately after each session concluded.
AI technology enabled the care team to move beyond their initial assumptions about suitable interventions. Previously considered solutions such as aromatherapy, healing touch, printed materials, videos and music therapy were re-evaluated in light of the unfiltered feedback gathered through AI analysis. Focus groups revealed more specific and sometimes unexpected concerns. For example, two prominent themes that emerged were the importance of increased caregiver involvement in both pre- and post-operative care and concerns around pet care during the surgical and recovery period. These were not previously considered priorities but were elevated by the technology’s capacity to surface overlooked yet significant patient needs.
The speed and clarity provided by AI tools gave the team a deeper understanding of patient expectations, allowing for the development of workflow changes driven entirely by data rather than assumptions. The introduction of GPT-powered summaries, flowcharts, task lists and insights removed personal bias and dramatically reduced the time needed to analyse information—achievements that were especially notable for team members using these technologies for the first time.
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Embedding Patient-Centred Change into Workflow
Equipped with actionable insights from the AI-supported focus groups, UCHealth implemented targeted changes across peri-operative departments. These included new communication protocols, improved utilisation of existing electronic health record tools and adjusted workflows designed to address the specific concerns expressed by patients. The alignment between patient input and process improvement was a key factor in achieving a 100% satisfaction score in the first quarter following implementation.
Transparency was a central consideration throughout the initiative. All focus group participants were informed about the use of AI tools, the collection and application of their input, and the retention of information. They were given the opportunity to review the AI-generated outputs and offer feedback, ensuring full participation and maintaining patient trust. Every participant chose to remain involved, expressing curiosity and interest in the process and its results.
The team also adhered to internal policies concerning the ethical integration of AI, prioritising compliance with regulations on data privacy and use. Selecting consultants with experience in healthcare was seen as essential, particularly for understanding industry-specific requirements and ensuring that the use of technology aligned with the broader mission of patient care. Additional considerations included defining clear project goals, maintaining data quality and ensuring that solutions were scalable and adaptable for long-term use.
UCHealth Yampa Valley Medical Center’s process improvement project demonstrates the value of combining advanced technology with a strong commitment to patient-centred care. By actively listening to patients and using AI to interpret their feedback, the team was able to develop interventions that addressed genuine emotional and logistical needs. The result was a significant and measurable improvement in the patient experience. As healthcare organisations continue exploring the potential of AI, this case underscores the importance of ethical, strategic implementation that enhances—not replaces—the human aspects of care.
Source: Healthcare IT News
Image Credit: FreeImages
