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Community Health Network Leverages Loyal’s AI-Powered Solutions to Deliver Improved Experience for Central Indiana Patients

Patients of Community Health Network, a nonprofit health system with more than 200 sites of care and affiliates throughout central Indiana, will be able to request appointments online, thanks to Community Health Network’s partnership with Loyal.

Community Health Network Leverages Loyal’s AI-Powered Solutions to Deliver Improved Experience for Central Indiana Patients

As a result of the partnership, Community Health Network is deploying Loyal’s Guide, an artificial intelligence (AI) healthcare chatbot and live chat solution that handles appointment requests, billing questions and other types of triage functionality for hospitals. Guide also allows patients to type in a wide variety of questions they may have on Community Health Network’s website. Additionally, Guide will be able to help patients navigate their electronic medical record and answer questions related to their care in the patient portal.

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“As a physician, I’m trained to put the health and well-being of my patients at the center of everything I do, and I firmly believe this added level of convenience will help patients better manage their care,” Patrick McGill, M.D., executive vice president and chief analytics officer at Community Health Network, said. “At Community Health Network, our vision is to simply deliver an exceptional experience with every life we touch and this partnership helps us make that vision a reality.”

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Loyal, the preferred software solution for improved care utilization among the nation’s leading health systems and hospitals, created this digital, front-door technology to help health system leadership teams rethink the online experience’s role in converting and retaining patients. The AI-powered solutions address burdens placed on call center teams and billing support staff while delivering a better patient experience.

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“We are proud to partner with the team at Community Health Network as they continue to improve their patient experience,” Brian Gresh, President of Loyal, said. “For more than 60 years, they’ve been of service to the central Indiana community and this digital transformation is another way in which they fulfill their commitment to making high-quality healthcare more accessible.”

For more information about Guide and how Loyal supports hospitals and health systems’ recoveries in the wake of the global pandemic and beyond, visit

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