Beyond the Buzz: Why AI Alone Won't Solve Health Care's Readmission Challenge
July 6, 2026
By: Michael McNutt, WEDI VP, Education & Events
Artificial intelligence (AI) continues to dominate health care conversations, promising to improve efficiency, automate workflows, and transform patient care. But as health care organizations increasingly explore AI-powered solutions, a critical question remains: Are we focusing enough on the underlying processes AI is intended to improve?
During my recent WEDI podcast discussion (episode 253) with Patty Hayward, General Manager of Healthcare and Life Sciences with Talkdesk ,she shared her perspective on the intersection of AI, care coordination, and patient outcomes, drawing on decades of experience in health care technology, pharmacy operations, and value-based care. While AI presents exciting opportunities, Hayward emphasized to me that reducing readmissions and improving patient outcomes requires much more than implementing new technology.
The Real Causes of Readmissions
Health care organizations have long struggled with preventable readmissions, many of which stem from issues that have little to do with technology. Patients often leave the hospital without fully understanding discharge instructions, medication changes, or the importance of follow-up care. Administrative complexity and fragmented communication can make it difficult for patients to navigate their health care journey successfully.
According to Hayward, meaningful improvement requires a coordinated transformation of people, processes, and technology. AI can support those efforts, but it cannot replace the operational and clinical changes necessary to create a more proactive care model.
AI as an Orchestrator, not a Replacement
The discussion also explored the growing interest in agentic AI and conversational AI technologies. Unlike traditional rule-based chatbots, modern AI systems can engage in more dynamic interactions, helping patients navigate health care processes and providing guidance throughout their care journey. Hayward, however, stressed the importance of establishing appropriate guardrails to ensure these systems remain safe, reliable, and within their intended scope.
Rather than replacing clinicians, AI has the potential to serve as an orchestrator—helping ensure that critical steps in the patient journey are completed, from discharge planning and appointment scheduling to medication management and follow-up care. When implemented thoughtfully, AI can provide timely prompts, identify gaps in care, and help organizations intervene before minor issues become major problems.
Expanding Beyond Readmissions
As health care continues its transition toward increased support of value-based care, the focus is broadening beyond hospital readmissions. Organizations are increasingly managing patients with chronic conditions, such as diabetes, heart failure, and cancer, where ongoing engagement and care coordination are essential. Hayward noted that many patients avoid routine care until their conditions become acute, creating challenges for providers and increasing costs across the health care system.
This challenge is particularly evident among aging populations, where additional factors, such as technology access, cognitive decline, and caregiver involvement, add additional complexity. Keeping patients healthy at home and connected to appropriate care resources has become a central objective for health systems seeking to improve outcomes while controlling costs.
The Future of AI and Care Coordination
One of the strongest themes from the conversation was the importance of leveraging AI to enhance proactive care coordination. Success will depend on organizations' ability to guide patients through increasingly complex health care journeys without overwhelming them with excessive communication or administrative burden. Whether managing chronic disease, supporting family caregivers, or helping patients access innovative therapies, health care organizations can use AI to move beyond simply providing information and instead deliver personalized guidance and support.
As policymakers continue to advance initiatives, such as prior authorization modernization and interoperability, the ultimate goal remains the same: helping patients access the right care at the right time. AI can play a significant role in achieving that vision, but only when paired with thoughtful processes, strong governance, and a commitment to patient-centered care.
The future of health care may be increasingly powered by AI, but its success will ultimately be measured by how well it helps people navigate the health care system and achieve better outcomes.