AI at Ochsner

FAQs

• Are AI tools at Ochsner tested?

  Yes. At Ochsner, every AI tool is carefully tested before it’s used in patient care. We have a dedicated Artificial Intelligence Steering Committee that oversees how AI tools are selected, tested, and implemented. This committee includes a diverse group of experts — clinicians, nurses, data scientists, legal advisors, and patient safety leaders — working together to ensure that AI is used responsibly, ethically, and in alignment with patient values. 
   

• Is my personal health information safe?

  Yes. Your privacy is a top priority. AI tools used at Ochsner must meet strict privacy and cybersecurity standards. Your data is protected under the Health Insurance Portability and Accountability Act (HIPAA), and only the minimum information necessary is used for each task. For example, AI tools must use two-factor authentication to confirm your identity before providing instructions.

• What is ambient listening?

  Ambient listening is a secure technology that uses AI to create accurate medical notes from conversations during your visit. It listens silently in the background, allowing your provider to focus on you instead of a computer. It recognizes different voices, including yours, your provider’s, and anyone else in the room. It captures only health-related information.

• How safe is ambient listening?

  Your privacy is protected at every step. Providers will always ask for your verbal consent before using ambient listening. You can choose to turn it on or off at any time. The app only listens during your visit — not before or after. Recordings are securely encrypted, reviewed only by your care team, and stored safely in your medical record, where it is protected like all other health information.

• What is an AI agent?

  AI agents are virtual assistants that can talk with you in a natural, human-like way. They are designed to sound warm, respectful, and easy to understand — more like a helpful member of your care team than a typical automated system. At Ochsner, we are testing the use of AI agents in routine tasks like reminding people to pick up their prescriptions. 

• I received a call from Clara claiming to be from Ochsner. Who is Clara?

  Clara is an AI-powered health agent developed to help Ochsner patients with routine tasks. In this case, Clara will remind patients to pick up their medications from the pharmacy, and/or find out if the patient has any barriers to acquiring their medications, such as transportation or affordability issues. If so, Clara will gather the information the pharmacist will need to help the patient overcome the barrier, and then have the pharmacist follow up with the patient. Clara is a secure and efficient way to enhance your healthcare experience.

• What kind of information does Clara have access to?

  Clara only has access to the information necessary to assist with her mandated task, such as reminding patients to pick up their medications. Clara is provided only the minimal information needed for the specific task, like confirming patient identification and preferred pharmacy. Your data is handled securely and in compliance with all privacy regulations.

• Have I consented to receive calls from AI agents?

  Yes. When you complete Ochsner’s consent form, you authorize us to contact you using a variety of methods, including pre-recorded messages, automated systems and AI agents, like Clara. This consent allows us to share important reminders, instructions, or updates in ways that are timely and efficient.

  It’s important to know that:

  • These tools are used only for communication and support tasks, not for diagnosing or replacing your care team.
  • You will always know when you’re interacting with an AI agent.
  • You can choose not to continue an AI conversation if you’d prefer to speak with a person directly.

  Your consent ensures we can reach you in the most effective way possible, while still keeping you in control of how you receive information.

• Will this AI take the place of my doctor or nurse?

  No. AI doesn’t diagnose or treat patients and does not replace any human clinicians. We are using AI to help us automate routine tasks to give our team members more time to focus on the complex and human aspects of care. And, after each conversation, your care team will receive a summary of your call.

• Will I still see and talk to my doctor or nurse?

  Absolutely. AI is only used for supportive tasks and works alongside your healthcare team. We’re committed to keeping the human connection central to your care.

• How will I know when I’m speaking with an AI agent?

  Any time you interact with an AI agent, whether by phone, message, or online, it will clearly introduce itself. Ochsner is committed to transparency and trust. You'll always know when you're speaking with an AI agent. You can choose not to continue the conversation, but we encourage you to give it a try. Many patients are surprised at how natural, respectful and helpful the experience feels.

• Will my care team know what goes on between me and Clara (the AI agent)?

  Yes. Your care team will have access to important information you share with the AI agent. For instance, if you are confused about how to take your medictions, or want to talk about getting less expensive medication options, those issues will be flagged for your care team to review and respond to. The AI is here to support communication, not to replace it, and your care team stays fully informed and in control of your care plan. 

• Can I choose not to speak with an AI agent and still receive care?

  Yes. You always have the choice to opt out of AI agent interactions. Your access to care, support and services will never be affected by your choice. Ochsner is committed to offering patients options and ensuring everyone feels comfortable, respected, and heard.

• Will I be charged for interactions with AI agents?

  No. You will not be charged for talking with the AI agent. These AI interactions are fully covered as part of your care at Ochsner. Whether you're getting a medication reminder, help preparing for a procedure, or answers to basic health questions, there is no extra cost to you or your insurance.

• What are AI-generated avatars?

  AI-generated avatars are digital characters that look and speak like a real person. You might see them on a screen, guiding you through health information, answering basic questions, or presenting content in a more personal, face-to-face way.

• How is Ochsner using AI avatars?

  At Ochsner, we are beginning to use avatars in certain situations, like in our Digital Medicine App, to explain educational content in a more accessible and engaging way. These avatars will always identify themselves as AI-generated.

  Importantly, the health information shared by these avatars is not generated by AI. It is carefully written, reviewed and approved by our expert team of scientists, medical writers, and clinicians. AI is only used to bring the avatar to life visually. It does not create the content or provide clinical advice.