Steven Ferguson, OD.
DAKOTA DUNES, S.D.—When we think of AI in health care, we often think of it on the large scale—how the biggest, most technologically advanced are using it with vast swathes of patients. And while that does happen, AI is not out of reach, or out of the realm of possibility, for independent ECPs either. As reported in Vision Monday’s recent cover story “The AI Connection With Eyecare,” the team at Dunes Eye Consultants in Dakota Dunes, S.D., are on the verge of adopting AI technology to help streamline patient scheduling tasks—and there’s more to come. Practice owner Steven Ferguson, OD, spoke to VM’s Stefani Kim.

Dr. Ferguson explained, “We’re developing custom applications combining best-in-class large language models (LLMs) to optimize user experience, ensure security and guardrail for accuracy. I have confidence our processes will become significantly more efficient as we integrate AI. We’re not yet promoting broad introduction in the use of AI to patients; however, we have test marketed a subset of patients with pilot demos receiving very positive feedback.” 

Dr. Ferguson will involve key staff in the development and training of these AI agents, ensuring that everyone understands how the technology works and how it will benefit them. He explained to VM that his staff is aware that AI technology can help reduce the burden of some of their routine tasks, freeing up time to enhance their job performance and increase their overall productivity. 

He said, “With staff involved in AI development, it ensures they are up to speed and will take ownership in constant improvement as they are helping to mold the AI agent to meet best-practices focus. We will train custom agents on increasingly complex elements of our administrative burden over the next 6 to 12 months and layer functions with controlled guidelines. Taking part in development of the agents has thus far created a positive staff experience.”

There are a number of AI programs catered directly to eyecare practices that aim to do exactly this. By using them responsibly, ensuring all staff is properly trained and keeping an open dialogue with patients, Dr. Ferguson sees the experience as a net positive. “If responsibly applied, I have trouble seeing any downside, as long as we stay attuned to users’ comfort with the agent and trust in their task outcomes.”