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Case Study
CTG Transforms Patient Verification for Gundersen Health via MyChart
GUNDERSEN HEALTH SYSTEM
Previously, Gundersen Health System, spanning 7 hospitals and 65 clinics, manually verified patient identities for MyChart access. CTG created a HIPAA-compliant bot to automate this process using a "Human-in-the-Loop" approach to ensure accuracy before full automation. The bot successfully reduced workload for staff while maintaining patient trust.
“I think the goal and fear was, how is this bot going to affect our patients? Are our patients going to notice a difference and ask, “What is going on?” After all the testing and double-checking that [CTG] did, it was seamless.”
-Becky Kilen-Carter
Manager Privacy and ROI, Gundersen Health System
CHALLENGE
Previously, Gundersen staff manually verified patient identity in their electronic health record (EHR) system when patients sent messages or requested medical records through Epic’s MyChart. Gundersen recognized the need to save time, improve cost savings, and test new technology to increase efficiencies, so they turned to CTG for help.
SOLUTION
Gundersen opted to pilot the high-volume task of patient verification for automation. To achieve this, CTG created a HIPAA-compliant bot that cross-referenced patient messages and recorded requests with existing patient data in the EHR. As a result, more than 150 requests have been processed per week, freeing up hundreds of hours a month for staff to focus on higher-level tasks.
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