Reid Health is now live with Emmie, Epic’s AI virtual assistant for patients, making the Richmond, Ind.-based health system the second hospital to implement the technology.
Muhammad Siddiqui, CIO at Reid Health, said the decision was driven by a shift already underway in how patients interact with healthcare.
“More people are showing up with questions shaped by AI already, and that is only going to grow,” he told Becker’s. “For us, this was not about chasing something new. It was about being thoughtful and practical about how we bring AI into the patient experience in a way that is safe, useful and tied to the care journey.”
Emmie gives patients a conversational way to ask questions and get guidance within the health system’s digital environment. Mr. Siddiqui said a key factor was keeping patients inside a trusted clinical environment rather than leaving them to seek answers from public AI tools.
“Patients want clearer answers, easier access and more guidance between visits,” he said. “If we can provide that inside the health system experience, in a way that is connected to trusted clinical workflows, that is a much better path than leaving people on their own with public tools that may or may not be accurate.”
For Reid Health, which serves a largely rural community, accessibility is central to the initiative.
“Access is not just about whether a clinic exists,” Mr. Siddiqui said. “It is also about whether patients can get help in a way that is easy, timely and does not create more friction.”
Reid Health is treating Emmie as part of a broader digital strategy rather than a standalone feature.
“We are not looking at these tools as isolated features,” he said. “We are looking at how they work together to reduce confusion, support navigation and improve the overall digital front door. The real value is not just that a tool exists. It is whether it helps patients take the next step with more confidence and less effort.”
In year one, the health system will track whether patients are engaging with the tool, whether it eases navigation and whether it reduces friction for staff and patients alike.
“Success means it is being used, it is helping patients in a meaningful way and it is showing that AI can play a practical role in improving access and experience,” Mr. Siddiqui said.
Mr. Siddiqui said the effort reflects a broader commitment to digital equity.
“A patient’s zip code should not determine their level of digital access,” he said. “We want our community to have the same kind of modern, helpful tools that patients would expect from much larger systems. Technology should help close that gap, not widen it.”
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