Vital: Transforming the Care Experience

Aaron Patzer, Founder & CEO, Vital
While the U.S. healthcare industry is poised for continued growth, the ability to provide an improved and transformative patient experience is often lacking. Especially in high-stress environments like emergency departments (EDs), where patients and their families are often left clueless about wait times for treatment and labs. Additionally, uncertainty about care plans, communication challenges, and gaps in real-time service recovery lead to low patient satisfaction and loyalty, and staff burnout. This situation calls for an intuitive and modern approach to provide a better care experience for everyone involved.

Already used in 100 hospitals across 28 healthcare systems nationwide, Vital’s patient experience platform utilizes artificial intelligence (AI) and natural language processing (NLP) to address these needs. Since 2019, Vital has been leading the way as an expert healthcare solution provider, improving patient experience, reducing provider burnout, and generating millions in additional revenue for health systems.

“Vital simplifies and humanizes medical care through smart personalization and automatic communications; so that providers can focus on what matters most: patients,” says Aaron Patzer, Founder & CEO, Vital.

How It Works

Vital’s easy-to-use, multilingual ERAdvisor solution empowers ED patients with personalized, real-time updates from arrival to admission, discharge, or transfer. By means of AI and Machine Learning, patients can view ED wait times and diagnostic testing times based on inputs like age, vitals, and severity. Additionally, patients can view hospital information, automatically share visit status with loved ones, and request service and comfort items. “At the heart of delivering an excellent patient experience is our share feature, allowing patients to automatically update loved ones with their visit details and status,” mentions Patzer. This invaluable feature of connecting loved ones brings about better health outcomes for patients. The high level of patient-centricity also reduces uncertainty and increases patient satisfaction.
Vital provides a modern experience for patients in the ED and inpatient setting, with its consumer-grade user interface. With no sign-up or download required— which are often tiresome—patients can access Vital solutions through a text invite link. This sleek user experience reduces operational burden and answers patients’ non-clinical questions, all while running in the background. Following treatment and discharge, follow-up reminders are automatically sent for convenient care scheduling. Not only does this deliver an enhanced experience for patients and providers, but also increases the hospital’s revenue and improves patient experience scores.

Its Proven Success

The company’s value proposition is best exemplified by its partnership with CommonSpirit Health, one of the largest non-profit healthcare systems in the U.S. When COVID-19 began to surge, CommonSpirit quickly needed to adapt and innovate amid the crisis. Patients felt unsafe and hesitated to present to the ED for treatment, even when experiencing worrisome symptoms like chest pain. Vital’s patient-centric approach in the ED, with automated communications and one-way messaging services for patients and providers, kept everyone distanced and informed.

Vital improves the patient experience, makes the lives of nurses and care providers easier, and increases health system revenue

Its year-long successful pilot in Arizona helped improve patient satisfaction and experience, and delivered improvements in care coordination in emergency departments across the region. Over the course of 7 months 6,675, or 8.5 percent of Vital users, were able to book appointments for necessary follow up care. As a result, CommonSpirit is working to implement Vital at several hospitals across Arizona, Nevada, California, and Iowa, with further rollouts planned for this year and beyond.

Vital has seen explosive growth due to the urgent need to transform emergency departments and improve patient satisfaction across health systems. In 2019, Vital was used in five hospitals. As of April 2022, Vital is now used in over 100 hospitals.



Aaron Patzer, Founder & CEO, Vital

Consumer-grade software that transforms the care experience for patients, clinicians, and staff