Most health systems have spent the last decade adding digital tools one at a time: a website chatbot, a call center IVR, portal messaging, virtual visits. Each works on its own. Together, they create a fragmented experience. A patient who starts online and then calls has to start over; every channel runs on its own rules, and staff absorb the gaps.
Novant Health is taking a different approach. Instead of adding another point solution, Novant is building one intelligent layer behind every front door. With PatientGPT, a clinical AI built with K Health, patients get the same intelligence and the same memory whether they’re on the website, on the phone, or in the patient portal. They can ask a question, get guidance grounded in their own medical record, book directly into the schedule, and reach a clinician when they need one, without repeating themselves.
What makes this work at system scale isn’t the AI alone. It’s the foundation underneath: an orchestration layer that routes every request to the right place, and a policy framework that encodes Novant’s own clinical guardrails and rules once and enforces them on every channel. Join Novant Health’s Chief Transformation Officer and K Health’s Co-Founder for a candid look at what it takes to move from digital pilots to an intelligent health care system.
You’ll learn how Novant Health:
- Is moving from disconnected digital tools to a single AI layer that connects website, call center, and patient portal with shared context
- Uses an orchestration layer to route patients to scheduling, virtual primary care, nursing, or a live agent based on what they need
- Governs AI through a system-owned policy framework, so clinical guardrails and escalation rules are written once and applied everywhere
- Measures early results from its virtual primary care and PatientGPT launches, and what it’s prioritizing next