My Friend David Baker, CIO of Pacific Dental joins me from the HIMSS floor to discuss the hits and hypes of HIMSS 2018.
My Friend David Baker, CIO of Pacific Dental joins me from the HIMSS floor to discuss the hits and hypes of HIMSS 2018.
Bill Russell: 00:10 morning. Welcome to this week in health it. Where we discussed the news information and emmerging thought with leaders across the healthcare industry, it is actually Thursday, March 8th but we’re going to put this episode up on a Friday, March 9th, uh, this week we’re going to talk all things himss, we’re going to talk about Blue Button 2.0 uh, just a reaction to all the many announcements. We’re actually recording live from the showroom floor and uh, uh, it’s, it’s, it’s to be a fun time talking about those things. So this podcast is brought to you by Health Lyrics a leader in digital transformation in healthcare. This is episode number nine. Uh, my name is Bill Russell, recovering healthcare CIO and writer consultant with the previously mentioned health lyrics. Today I’m joined by a great friend of mine and one of the tallest most consumer focus CIO’s in the industry, David Baker.
Bill Russell: 01:02 David, welcome to the show here.
David Baker: 01:04 Great to be here. Thanks for having me.
Bill Russell: 01:05 Yeah, it’s going to be fun. You sent me a bio didn’t you. I did. Wow. I should pull it up in the email and read it because people aren’t going to believe all the amazing things that you’ve done. So let’s, let’s see what you said. A wow. This is a good one. As a SVP chief information officer, David Baker leads Pacific dental services information technology team in digitally empowering patients and further enabling clinicians through innovative technology solutions. David was 2017 innovator of the year by Orange County Business Journal. Congratulations. You. Yeah. How do you get all their lists? I’ve never got, anyway, great job. Uh, and one of the computer world’s premiere 100 it leaders in 2016, uh, Baker is proven international business and technology strategists. You actually had your own startup at one point back in, uh, Great Britain.
Bill Russell: 01:54 Yeah. Am I saying that right? That’s right. Brexit. Brexit didn’t change the name at all.
David Baker: 01:58 I prefer to England, England. Okay. With it is. Yeah. There is more than just England.
Bill Russell: 02:02 So you’re even one of those entrepreneurs to start your own thing and sold it off. So, uh, and uh, clearly, you know, David used to work for me, he has gone on to bigger and better things now as the CIO really focused in on the consumer consumer experience. And I’m really looking forward to having a conversation with you about what you’ve learned at Himss and we’ll also get into some stuff around, around the consumer experience. I think it would be fun. So, uh, actually give us a little background on civic dental, but the company, why it’s relevant for healthcare. People don’t think of dental health as health, but it really is and you guys aren’t a small practices like a billion plus organization. So it’s uh, it’s pretty big.
David Baker: 02:47 Yeah, sure. I mean a Super, uh, it’s a great company with leadership that I see often and transition out of the my days at St. Joe’s, my boss there, like growing up here.
Bill Russell: 03:02 We’ll skip some of the, some of the things I did to you while you were there to scar you. But yes, we did a lot of great things, so it was really, really cool.
David Baker: 03:08 I great journey. I think it was just, uh, all the time, the corners. But it happened to be open to, uh, to make, my scrappy roots, let’s say. So, um, yeah, bumped into the folks out of the pds and I just explosive growth company, very organic in the way that they fully essentially, um, have close to approaching to close to 700 dental offices and the second largest dental associates organization in the us
Bill Russell: 03:39 700 across the country.
David Baker: 03:41 Yeah. So 17 states, recently opening additional says there’s no, that there’s a huge demand from the partners that we go in and help to practice the art of dental.
Bill Russell: 03:53 Is it all dental? Are you partnering with healthcare or doing healthcare stuff?
David Baker: 03:57 So I think this is where things get really interesting. We started to touch on some of this because, dental has been like the red headed stepchild. unfortunately, right? And it’s cut off.
Bill Russell: 04:07 Yes. It’s like, yeah, you’re healthy except your teeth are bad. But that’s not health. I guess.
David Baker: 04:14 No, systemic health is kind of one of the key passions to me at least the technologist and the company as well. And I had the businesses evolving. We are seeing instances of folks popping up, us included, where we’re um, having a primary care physician sets up with the dentist in the same office, which is a pretty cool concept. And think about it. You go down a little Johnny and the kids get the uh, annual health checkups, right? Or hopefully a bit more then the annual check up now and you can do the whole round, get the shots and then go and get, you know, th the teeth cleaning and a checkup as well. While you’re there. It’s very convenient. And more importantly you start to correlate this, this data in between medical and dental, which is definitely
Bill Russell: 04:53 so are you guys on an Ehr? Is Ehr thing in dental?
David Baker: 04:57 Absolutely. It’s very interesting like going from a medical, there’s an abundance of EHR is secret from himss. There’s just as inadated with different folks in that space and a, and at different levels. In dental, everything is designed. 80% of the market is his private practice. 20% is that as the DSO and that’s the where we operate. Um, there’s a lot of mom and pop feel that the patient’s private practice folks, you know, spin it up companies in their bedroom and then grow it over the years. And for us there’s definitely a shot, theres a market in the DSO space because it’s just, it’s a, it’s a smaller pot. So what I’ve found is, you know, the unfortunate situation that most of the folks that are in our space in practice management them are definitely lacking some worthy emergent thinking.
Bill Russell: 05:46 So soon we’ll see some of these players folks again, because it would be great to have a medical record, right? A personal medical record that has everything. Yeah. Imagine not only the consumer side, but the dental side and the medical side. So I’m sort of, I’m sure more to come on that. And I’m sure if you’re here it means you’re talking to some of these players, we’ll wait for the announcements a little later.
David Baker: 06:07 All right. There’s really exciting stuff going on. Like I said, this is definitely gonna be a big year, and definitely be fun.
Bill Russell: 06:12 Well, I’m look forward to talking himss. So we’re going to talk, you know, uh, big themes. We’ll talk, you know, what’d you learn from the floor? We’ll talk. Uh, we’ll, hit on, you know, what, what was your favorite and handout at the booths or those kinds of things.
Bill Russell: 06:26 We’ll see. We’ll see what we come up with. You know, I’ll kick us off here. I, I feel like the, there’s a, there’s four main themes that are being driven home here. And I think there’s three overhyped things. And then I think there’s one that’s sort of in the back round everywhere. I’ve seen it everywhere, but it’s not being hyped. Uh, the four main themes I’m hearing is cloud. And so Eric Schmidt came on that first night and said, if you’re not in the cloud, health care, if you’re not in the cloud, it’s time to get there. Don’t walk, run, Sprint and get there. And if we knew this back at our, when we were working together before we moved to the cloud, it’s 2012, you know, because we knew that you could get to scale where you can do things in the cloud that you couldn’t do if you try to hold onto your data sets you need to get that data into Azure or AWS or Google.
Bill Russell: 07:14 Now you have access to these machine player and Ai players. There’s a, you do some things that he drove that home with this keynote. Some of the other things, our customer experience. So we’ll talk about that. I think that is being driven home, filling your patient’s journey and really doing a good job around that. The other area which has gotten a ton of press and some really exciting announcements is interoperability. Right? So, uh, uh, Cema Verma from CMS and Jared Kushner from the Trump administration came in and, uh, they did their announcement on, uh, a blue button 2.0, which I think is really exciting. So you had a blue button, which took the medical records for all the, people within the VA that they could actually press a button, download their entire medical record, go somewhere else, and then give them their medical records electronically.
Bill Russell: 08:06 Well, now that’s available for CMS, 59 million patients. I think I can think I have that number, right? About 59 million patients. Now you’re going to be able to press a button and download it, then upload it into another. So, so cloud customer experience, interoperability, really three of these are probably the core, the three, I think that are way overhyped this year. And I’m curious your thoughts, Ai, right. We’re all excited about it. We can know it’s there, we know it’s gonna be great, but I mean, every Booth you go into, is like, you know, they say AI and you’re like, uh, machine learning AI, are the two and then block chain. And again, all three of those things are going to have a major role within healthcare. But, uh, it’s sort of like population health. Three years ago we were, we were hearing it everywhere we went from people like didn’t have a good definition or how they were going to it or where it was going to, where it was going to play it.
Bill Russell: 08:57 Now I think those three are still trying to find their space and it just feels overblown. The one that’s behind the background. I want to talk to you a little bit about this one, is voice, so machine human interaction seems to be changing. You know, we saw this with augmetics and a Google glass. They were the dictation for their, I don’t know about you, but I stopped at the Vm ware booth and Vm ware had, uh, the, these guys were sitting here with an Alexa. They go, Hey Alexa, uh, you know, spin up four more instances of our, of our whatever and it fired up for more instances of the, of the servers. It, that’s not a huge practical application, but don’t you think there’s going to be a lot of application for voice?
David Baker: 09:43 Huge. I mean, yeah. We’re also experimenting with that, I think back in the day it’s interesting looking at some stuff that we’re in front of. I think in good times it isn’t an hour of mature level, I mean we did a largest west coast, roaming instance of nuance over Citrix server, back in the day cities, right?
Bill Russell: 10:00 So it was a, and that’s now like basic, I mean if you don’t have that today where you have, where your doctor walks up and does some sort of biometric screening and logs onto the system, you’re behind.
David Baker: 10:13 But I think what you’ve got now is this really cool you know, in a way, a progression of APIs, right. Some of the SDKS these folks are throwing out. It’s like it gives the engine is awesome. What we want to drive from the technology experience standpoint. You just apply it here and plug it into your URI essentially. And before it was just that point to point integration. So I think this has been the pivotal point in enabling voice,
Bill Russell: 10:36 so you have, so the Apis are finally there, the SDKs are finally there, you’re able to tap into these things. I know when we were at Saint Joe’s, we tasked a team, we said, look, we want to be able to look at appointments through voice.
Bill Russell: 10:53 And we thought about, what’s this going to be? A $10,000 projects, $15,000 project And the engineers came back home after the weekend and said, okay, it’s ready to go. And I was like, what do you, they have integrated it with one of our data repositories and they essentially had been great on Google home. Alexa, not Amazon Echo, Google home. They said, okay Google, tell me about my appointment. And it came back and said, your next appointment is on this date. Would you like a reminder in your phone or a reminder?
David Baker: 11:22 It’s plug and play. It’s amazing. So, and I think to the post, to your point, right, the things I’ve seen, I’ve seen, here at Himss this year it’s really around the datas the new oil. That’s where everything stems form, we can get clean open data, that we can enter into an appointment with. It’s just more clear then I think that it’s ever been. We can finally understand, free my data
Bill Russell: 11:49 yeah free the data, share the data apply day. That was our mantra. You, is the data any better in dental or is it, is it equally you have a big enough project?
David Baker: 11:59 Luckily we’ve got the Biggest, um, positive which is fun, it’s untapped, right? We’ve got eternity we utilize it and we’re heavy mentoring KPI driven organization. We see that day or everyday we do better business through that data but data in general, it’s extremely fragmented. They’ll never get to go in current state, right. And say, Hey, let me just take one piece of information. Visit a new, You’ll go to a dental office, right? One walk, go to a different one, go through your x rays go through all the paperwork.
Bill Russell: 12:35 Well that’s the, you say it’s the new oil, but we’ve got to refine it to get the data to the point where you can partner with a research institution that says, hey lets, let’s go through your data and come back with some insight. So you know, we can help people to live healthier lives, through dental by doing this analysis, finding patterns and saying, okay, these people maybe have a different pattern for health. And somebody outside of that,
David Baker: 13:01 you hit the nail on the head, right? To think about the value of that data. Problem for us, Oral systemic health. Stem, where there are key correlations between,
Bill Russell: 13:14 it’s amazing how you’ve made the jump from one industry to the other oral systemic health. Feel like you’ve learned the, do you know
David Baker: 13:21 I’m in there, you know us Brits are all about the team.
Bill Russell: 13:26 It’s a great place for you. But yeah, no, that’s, it makes a lot of sense. Um, let me ask you this question, and this is off topic here, but how hard is it to go from one industry to the other, obviously it’s, it’s still health care, is it hard for a CIO to make that jump from one industry to another.
David Baker: 13:44 No it was handy having the healthcare grounding when you go that is a country and you know, I can only get by my accent so long, so I had to pick up some slack at some point.
Bill Russell: 13:52 That’s why we have you on the pod cast, number of listeners just double,
David Baker: 13:57 they’ll find out that I don’t know that much about dental soon. No, I think it’s been huge in this day and age, as the CIO, bill, you need, you need to see the business table. It’s kind of Cliche to say, right, I’ve heard other folks out crossbar it is, I don’t want to become a famous and the CIO. I think that it’s becoming an industry agnostic. So the health spaces, is the health space and take them on that health space, you know, politics and all that health space down. So it’s how do we go into such traditional businesses and inject our digital experience to improve those workflows, give minutes back everyday to the, to those caregivers. It’s, it’s the same, it’s the same story ultimately, but the biggest piece of this next generation of health care is making sure that it’s travels, you can take it with you, it’s portable, then you can begin to learn about your personal health them.
Bill Russell: 14:46 And so that’s the thing I’ve always appreciated about you like the technology, but it was never about the technology for you It was always about the experiences and how do we, and it doesn’t matter if it’s dental, if it’s retail, if it’s medical, in fact it’s harder in the medical side because we almost, there was a time where we used to say the word consumer and they would look at us like, what are you talking about? And uh, but now we’re, we’re finally getting, and we’re talking about consumer experiences. What, uh, what are some of the themes you got sort of hogging this show here. What are some of the themes you got from this?
David Baker: 15:16 This is great and you know, I’m passionate and we’ll touch more about consumer experience. I’d like to treat everybody as a customer and looking through the eyes of the customer and that essentially where we were, I’ve been at in healthcare and the patient journey is everything, right? It’s just, it’s so ripe for some low hanging fruit and disrupting, again, it’s not overused word but the shrubs and this, this and this legacy industry. So things here, like I said, data and analytics, right? It’s self serve, right. We’ve been talking about it for a while. Everything’s been very stagnant. Self Service and you doing your own data mining now it’s becoming easier and easier. It should be. You shouldn’t have to have a whole data science team behind you trying to pick out some correlations. It’s fine. I mean you need that. I want to serve up data to my folks that you know, all hungry for it that want to make their own easy, drawn correlations.
Bill Russell: 16:07 Well, I’m curious. Your new CEO. so our CEO, we both served under. I remember her, she kept coming to me going, when am I going to just be able to Google our data? Right. I just want to, I just want to ask it a question like how many people in Orange County had this or how do we, you know, just she just wanted to ask it questions and her experience was, I liked that Google interface, which is just one little box. I type in my question and it comes back with a bunch of different answers to that. I look at it go, it’s that one. It doesn’t have to be perfect. It just, I want that one
David Baker: 16:40 the summer off, right? It’s there within now, once again, it’s about getting that pace throughout. So input management right now for example, um, we utilize a company called Tanium. They’re natural language in terms of, hey, how many windows XP machines have I got? It’ll pop back up of your top queries and I think like you say, it will be Alexa next just off. I’ll ask Alexa or she would be able to, how many windows 95 machines do I have, oh man, we’re in trouble. The other big thing here, I would say, yeah, we’re going for a while. Right? So I feel like block chain is the new, I’m in the cloud. I think we’ve gotten past that, I wasn’t sure we’d get it. blockchains really interesting. It’s that it’s, it’s just at the onset, right if we press in. Iot I think, which we can talk to Paul, rememebr when I was trying to do the tracking through Bluetooth Meshes. Oh yeah. To other, that’s hotmail. I mean people are tracking is easier than ever. You don’t need all this crazy hardware that you have to install, you know, through the beacons or through some of the five, the location services through someone network providers, uh, it, it’s much easier. So I liked seeing the way that the devices are coming into the environment that we can then talk about it is an ecosystem. Mostly are we going to track where it is? We’re going to track this health. It’s got some health healing going on there as a some many applications you can, aquire to these, these little devices that are now have a life.
Bill Russell: 18:02 So Iot’s Interesting. So iot has matured. It’s starting to get there. So you talked about wayfinding, uh, as an example, but not only way finding, but finding devices within, uh, within the organization as well. I’m looking over there to making sure we’re still recording. Hobbies. Um, so finding device, we were doing it because we were losing devices. Literally, they were walking out the door somehow out of the hospital. So we were finding devices that way. Um, but there’s, there’s just a, I mean, pillboxes uh, devices in people’s homes, uh, that Iot is everywhere. We don’t even is that ubiquitous now.
Bill Russell: 18:43 And it’s actually how it’s, what the cloud is enabled it’s in the background. You don’t see it, but it’s working for him. It’s like we used to have fitbit track our steps and everybody had a fitbit on. Now almost no one does. But if you ask them how many steps they have, they pull out their phone and they go, I’ve had 12,000 steps. And just that whole concept of it’s an on my watch, it’s in my, it’s on something that’s already there. We don’t even realize it. What are some areas where you think you’re going to use Iot?
David Baker: 19:13 So as you know, we’ll talk about this thing is the office, some of these deployments, it’s, it’s great comingin, get all that juice about whats emerging. But the question is how my ops running, human human trains running, right. And then two, how am I building planes on the side? Right. But let me go.
Bill Russell: 19:30 I’ve tried as well. It’s, it’s uh, there’s an article in the health lyric’s website on this. It’s a, sorry. Yeah. Yeah. And so the role of the CIO keep the trains running on time, lay new track, right? Everyone’s saying, Hey, can you make this whole better? And then it build airplanes,
David Baker: 19:45 which is The mood changes, right some of this stuff and it’s like what’s coming. I love the article by the way. You should anyone who’s not read That one. That’s key. Especially you coming up through the ranks as a technology leader because I believe heavily in halts the incorperation, the excellent every day we’re turning like a well oiled machine.
Bill Russell: 20:03 Well, cause you could lose your job if that, you could build the best airplane in the world. But if your data center keeps going down, all the sudden you’re on the street,
David Baker: 20:11 Keep that stuff running. But also for you to truly be at the business table, to align with the business plan of growth plans and see how you being that digital part, enabling and exploiting.
Bill Russell: 20:22 And that’s what they want you to be, the expert. They want you. So you’re at this conference, you’re walking around, they want you to come back and say, okay, here’s where healthcare is, or here’s where digital’s going. Here’s some of the things that are going to be possible, and then you make decisions with them. You’re educating them at some point and then you’re saying, okay, here are the, here’s the 55 things we can do. Here’s the 20 I think makes sense. And they’re saying, okay, for next year’s strategy I think we should do these things. Is that the, I mean how do you guys set strategies is sorta like that or
David Baker: 20:50 absolutely the thing that I’m most impressed with, you know, around and again, always just that, the transparent and very clear strategy plan over the next 10 years with hyper focus on the next one or two. You know exactly what we’re thinking and They see it and I tie it closely. Let me get my plans for twelve months, which really boil it down to some one or two projects, which the all wind up and we’re crashing through. And then if something takes a high row and see we can, we can go at that. I think benefit, that I got in early days was we cant miss the trip of some of the really cool emerging tech I think would give us immediate benefit because why I’d like to do is spin up the emerging technologies through where we can do now that just gives me immense leverage with where we can just tell fossil so many products.
David Baker: 21:39 So you said what do you do with IOT? I’m sprinting hard on a project right now that when you pull in 12 we’ll talk, hop off, you will be notified, right? Maybe technology, hey bill, we’re on time. We are seeing too many issue or there’s lots of sign off on. But yeah, we’re good to go. And then more of a concierge style, we’ll be able to pop up on screen. The height in comes bill, here’s his photo, here’s some information that we already have on Bill, for a great conversation. We have created that experience. Right? That’s really what we’re looking for. We’re really trying to create that one on one experience.
Bill Russell: 22:12 Well Alright. So that’s a bunch of stuff on Amazon to be honest on the show I’ve, Hlamka’s coming on next week. I’m talking about HIMSS two weeks from now it’s Aneesh Chopra. We’re gonna talk about HIMSS. So we’ll, move on. one of the things I, so in our second segment we do a leadership or ted talk and with you it’s, it’s not leadership or tech. I want to talk about the consumer experience. In fact, I think it is top of mind is to, is definitely top of mind at HIMSS. I think it’s top of mind for most CIO’s. So why? Why are we finally talking? Why is it important to talk about the consumer as it? Is this going to be a point of differentiation with them within healthcare? Ours is, are we just
David Baker: 22:49 You lead with this? This is a changing thing. You lead the experince, right? Almost pumped up, people design an app these days. They go out and they built, they built, everything is already up from brain-wise run. You run through it and then reverse engineer it. Is what I’m seeing, so neat with the experience of people expect more than ever, the days off, you know, open business. It does. We experience being separate they’re one now and you know more than anyone that shadow it is real. And people in the business, I’ve had this problem, you know, it was a problem recently are going out and they want to follow. Right? They want a decent study conference system, right? So they’ll just go and download their own widget. So it’s important as it leaders, you’d go bring folks and tools to do better business.
Bill Russell: 23:41 You know what’s Amazing to me is tangent here. Every healthcare system, every company I’ve ever gone into, I’ve rarely come across it. A good video conferencing system. It’s a amazing, you go into this conference room, it’s like, yeah, it’s old. It might work. It might not work. Okay, I’m going to plug it with Dvi. It’s like, well no, you need an old VGA. It’s like, you know, it’s like, because it’s, it’s a hard budget to get to, but the experience sucks for almost everyone, including the executives.
David Baker: 24:08 So I’ll tell you why and it’s always a laughing situation and was of sitting down. So it’s funny how some, no, I’m, it’s nothing. Revolutionary it is just video and quiet. I’m like it should work, it shouldn’t be this huge like pulling up tables. And so I just wrote out a ring solution to be unified communication standpoint and telephoning. Yeah.
Bill Russell: 24:28 We’ll have, telephoning .
Bill Russell: 24:29 We will have, we’ll have to get the, I’ll have to do the translation part. Uh, our park is the parking lot, the British translatiopn here
David Baker: 24:39 keep translating. But we just rolled that out and it really is, I think finally just a great amalgamation for patients products that just work and that people do better video.
Bill Russell: 24:49 So that’s a, that’s a good use case. You do approach everything internal and external through the lens of the consumer. So there you have internal consumers, you have external consumers. What are some other use cases where you, um, actually I’m going to take you back, force you back here. So I think one of the most impressive projects I sort of, I uh, I actually take some credit for. I really shouldn’t take any credit, it was really you was this a 60 back? Okay. You remember, remember well. So talk about 60 back.
Bill Russell: 25:20 Cause I think every healthcare CIO should initiate a 60 back project or so to talk a little bit.
David Baker: 25:27 So it started really back in the day when we were, how many minutes can we get clinicians back in a day? Cause they will like many long haul, sucky experience. So number one, go and spend time now in the ivory tower and make sure you’re in there on the shop floor with the customer, I know that we will spend many a night in the ed seeing where we can improve, improve lives and workflows. So we demonstrated to every one of our clinicians. We were able to 15 minutes back on the day every day for some of the single sign on and emerging technologies, you know, and that was going back. They apply that to every situation to this day, I got in first and foremost, let me look for problem first rather than speak to people. Interview people, spend a long time in the offices. And that was the saying. I think this one, the difference wasn’t while we were looking for problems, you know, out in the hospital floor you set the challenge or if you get 15 you should be off to double that, why don’t we start with 60 back in and 65 was full. So that the challenge was how do we get 60 minutes back a day every day? And so it spawned from there,
Bill Russell: 26:32 so that’s the role of the CIO by the way. Somebody comes in and gives you a great gift of 15 minutes and you go, yeah, make that 60 or think of, yeah, I saved you $1 million of your budget. Or like, all right, make it five. I mean that’s sort of what we do is constantly reinventing it, I guess. Right. But that, that is such a great project, especially since we’ve done the Emr projects and we’ve added to all the clinicians days. We’re seeing this burnout happening, it’d be great to, to continue to make those efforts. And it wasn’t huge, wasn’t huge project. I remember one of the things you guys came back and said, hey, well we identified the Ed is when we redid the Ed, we didn’t put the printers in the right place. So all we did is we bought like two additional printers repositioned them all and we saved, you know, five to 10 minutes of these people trying to find things
David Baker: 27:18 some of your greenbelt training here is, is good to have some of those folks coming in and just looking at the digital workflows. Right? And so it wasn’t simple as that. So we could say to a couple of minutes a day here, a couple of, it adds up quickly. One of the biggest things, especially medical, you know, the as you go is very helpful, right? As well as some of the prescription, uh, printing this next needs around that usually involves and scrolling through some horrid list printed itself. I mean, it’s a nightmare. So we implemented systems, whereas the posters I could imagine it would go comes outcomes mind.
Bill Russell: 27:53 those, those great. They give me, give me some examples of what you’re doing. What, what are you doing at Pacific dental and that area and how do you measure success?
David Baker: 28:04 The success for me is a way, I say it in a couple of key areas, right? And once again it comes back to that patient and um, and, and the dental experience. How can we get these back to the days when two things happen. One, you going to spend more time engaging that patient, or two you can get more patients into your schedule, right? Uh, revenue will see the driver.
Bill Russell: 28:29 Really so revenue matters.
David Baker: 28:33 It does a little, Right? So, so yeah, we were really focused. I always lead out with those, the experience and those minutes back, how do we become more efficient so that the end user is presented with the right information, the right time to make the correct descicion.
Bill Russell: 28:45 So if, so, if I saw a measurement, you would actually talk in terms of minutes or, hours,
David Baker: 28:52 immediate satisfaction revenue. Now, satisfaction is a big one. A lot of people. So you know when I go I always pitch a project up front and say I would like cash for this It might not be budgeted, but here’s why think you are in need, you know you did that a lot cause like get these, Im like you could do this. This is so good. Well I’m usually sitting, the reason I want to do it is because we’re going to save here or are you going to enjoy their time optimization down the road, you know. So the biggest thing for me is once that, the fundings in and you’re out there and you can have a project, it doesn’t always work. And I would say fell falsies pieces piece advice around make sure you get out fast before you refine it and go. Um, it’s coming back round, you know, to your sponsors, your board. whoever they be saying, you know, we’ll build things. You invested the million bucks in this and here is the video work doesn’t have to have any, it wasn’t cheap. I mean it was expensive. It wasn’t Hollywood production. Come back
David Baker: 29:42 here. Right. We have this air these days and say, look, it’s, we interviewed with the docs. It’s changed the way that they work, lets give them time.
Bill Russell: 29:49 That project closure thing is something we forget to do. And going back, going back to the people at the gave the money or going back to the uh, the clinicians that gave you their time and saying, hey, here’s what we’ve, here’s the result. I mean they may experience, I think the assumption we make is, oh they’re living so that they know what, you need to keep telling them the story over and over again.
David Baker: 30:11 Outside of leading with the experience and making sure you don’t have now that your delivering stuff to the, to the end users in which we can touch on the final important thing is going back to those stakeholders and demonstrating was successful tracking and we have satisfaction scores. I’ll see. We have up time scores of the product deployed you have a series of KPIs that says, Hey, we did, we’ve done a good job.
Bill Russell: 30:32 Yeah. So propeller head is British for really smart people, who know Their technology graph
David Baker: 30:38 You know that. I’ve always maintained right. You can’t have really, really geeky IT folks without personality. I’m not saying Everyone right? But now they’re trying to shove a product down a customers throat, the key to delivering great IT products is to make sure it’s intuitive and sticking and people will pull on it rather than you push it and so, we know that we’ve had great deliveries with letting a product organically grow. Just to prove that
Bill Russell: 31:06 that’s one of the things that you taught me was when you started hiring these people with more customer service backgrounds than technology backgrounds and I pushed you a little bit on it and you said, no, watch, watch how good this is and it actually. Since then I hired Rachel, she’s phenomenal at health Lyrics and she, she ends up a lot of our consumer engagement kind of thing because that’s how she’s wired, how she thinks and the technology. It just comes along you pick it up.
David Baker: 31:35 Could your mother use it, I always say right. When’s the last time that you called Google for support? When’s the last time you called Facebook for support or apple or anybody? Yeah, you probably don’t. Why, because you self service first and foremost. And then you, you know, you don’t need instructions for these things.
Bill Russell: 31:51 Well I think we’re at the yep, we are, we’re at the. It goes so fast.
David Baker: 31:56 It does go fast
Bill Russell: 31:56 But I try to do a half hour only because, um, you know, when I was a CIO I didn’t have time for an hour podcast. So, so we usually close. That’s a second segment. Third segment. We usually close with our favorite social media posts. Um, do you want to go first or do you want me to go first?
David Baker: 32:13 Uh, I’ll go first. So my favorite this week is really, and you know, we used to do these reflections and you always used to take them, make things Crowley. Why you wait, giving like a Richard Branson. So I’m going to end Richard Branson and Tony Robbins. Tony Robbins is way too much pot. Where’s your grandsons? All over it.
David Baker: 32:40 So in honor of you Bill, Richard Branson put out, uh, and just a tweet around how he’s trying to create bigger, and reinvent his economy class fairs. There’s right bills, travel experience has started to suck again. And it’s all about, you know, the bottom line cheapest ticket, but you kind of were shoved onto like cattle. So he’s trying to make economy a better experience and a correlation I draw is, is from that is folks like him Elon Musk, right? constantly reinventing, constantly go, yes, good. Yes, I’d become, you know, the company great, what’s next? Someone’s gonna come and eat my lunch. What’s next? And he’s already. He’s just thinking about what’s next. I love that. We need to do more of that in health care.
Bill Russell: 33:20 That’s a great challenge is to try to project out ahead and say, you know, what can we do that would really make this experience a lot better for, you know, all the, uh, all the people involved. Uh, so I’m going to cheat a little bit. We, uh, I thought it was very creative. We, so you walk into the walk in the HIMSS this week and they hand you the newspaper, which I can’t believe they still hand you a newspaper. I mean I have two of them in the bag here, I can, but they hand a newspaper and there’s people walking around with them, and then there’s a whole bunch strewn all over the place. But uh, I don’t know if you saw this, but there, there was somebody handing out a sort of an off brand thing called fake news. It was fake news from the HIMSS floor. And it was just funny stories. It was a made up stories of what was going on at HIMSS.
Bill Russell: 34:09 I couldn’t find a copy, I wanted to bring a copy cause it was really funny. it was really well done. Uh, so I just, I just wanted to share with people that concept of the fake news at HIMMSS for the conference. I’ll try to track it down cause I think it’s funny. Well thank very much for being on the show. That’s uh, that’s really all we have time for. Let me find the close here on this thing. So that’s all for now. Thanks. Where can we follow you.
David Baker: 34:40 Follow me. I’m @techyexec
Bill Russell: 34:49 Okay. And that’s on Twitter. You can follow me. Uh, @thepatientsCIO, uh, don’t forget to follow show on Twitter as well @thisweekinHit and check out our new website this week in health it.com? I don’t know why I say new. It’s been out there for about nine weeks now. Um, If you like the show, please take a few seconds and give us a review on iTunes and Google play. Uh, and please come back every Friday for more news and commentary from industry influencers, that who you are an industry industry influencer,
David Baker: 35:17 Thats awesome. I never thought I’d make it.
Bill Russell: 35:17 Thank you very much. That’s all for now.
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