Artificial Intelligence (AI)-powered patient experience platform PEP Health has entered a strategic collaboration with ECU Health to enhance patient experiences using real-time, AI-driven insights.

This collaboration aims to transform how patient feedback is utilised within the rural academic health system, promoting a more inclusive and data-informed approach to healthcare.

ECU Health chief experience officer Dr Julie Kennedy Oehlert said: “PEP Health’s technology offers a new and comprehensive way to deeply listen to patients as well as potential consumers and puts us in a better position to make more informed experience decisions.

“This partnership supports our ongoing commitment to deliver safe, highly reliable human-centred care to the communities we serve.”

The partnership with PEP Health is expected to meet the rising demands for responsiveness, transparency and personalised healthcare experiences.

Leveraging PEP Health's expertise in data science, AI and healthcare-specific natural language processing (NLP), the partnership will analyse patient interactions from digital sources.

ECU Health plans to implement PEP Health’s AI analysis to interpret unsolicited feedback from more than eight million digital sources, including review platforms, social media and patient forums.

PEP Health CEO Dr Mark Lomax said: “Patient experience is the foundation of healthcare excellence.

“ECU Health’s commitment to understanding patient and community insights sets a standard for human-centred care. With our technology, they can focus on what patients value most and continuously adapt to meet those expectations.

“Forward-thinking health systems like ECU Health recognise that these insights from unsolicited feedback are key to unlocking better outcomes, improved loyalty, and inspiring long-term patient trust. Our technology provides more visibility into actual patient sentiment—helping healthcare leaders take meaningful action before issues impact care quality or financial performance.”