News Day – Will Security Scale? RPM, ML, AI and other fun

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Bill Russell

This Week in Health IT

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October 6, 2020: Healthcare technology has skyrocketed in terms of reducing patient touch points. AI, machine learning and remote patient monitoring tools are more accessible than ever before. Number one rule of thumb; focus on the workflow first, technology second. Cyber attacks and data breaches are happening every day. Who is the leader currently disrupting the security industry? What is their strategy? How can small health systems protect themselves? And Bill asks the question, could you map out the current state of healthcare in your organization? What about the future of it? What are the characteristics of the workflows? The locus of care? What about interactions with the patients? How are you doing with governance? How do you plan to take care of your data? Is the magic answer “algorithms”? We also look at the Chief Digital Officer versus Chief Information Officer. Can current healthcare issues be solved by hiring someone from a big tech company like Disney, Amazon or Apple? 

Key Points:

  • University of Minnesota, Epic build new AI tool to detect COVID-19 in X-rays [00:06:25] 
  • UC San Diego uses AWS cloud to deploy homegrown AI algorithms for COVID-19 [00:08:20] 
  • AI-powered patient communication tools help one orthopedic practice save $405,000 [00:10:25] 
  • Are there too many virtual online healthcare conferences? [00:13:25] 
  • VMware and NVIDIA strategic partnership [00:17:20] 
  • UHS hospitals hit by reported country-wide Ryuk ransomware attack [00:19:20] 
  • Does your health system have an algorithm inventory? [00:23:40]

Stories:

News Day – Will Security Scale? RPM, ML, AI and other fun

Episode 312: Transcript – October 6, 2020

This transcription is provided by artificial intelligence. We believe in technology but understand that even the smartest robots can sometimes get speech recognition wrong.

[00:00:00] Bill Russell: [00:00:00] All right. Before we get started, your response to clip notes has been incredible. We now have close to 500 people receiving these emails since we started the launch probably about two months ago. Why is that? Because you know what? We looked at it and we thought you’re busy. You may not have time to listen to every episode, but you want to stay up to date on what we’re discussing on the show.

[00:00:19] So we created an email where you get four short clips, bullet points of key moments, and a brief summary. You get it within 24 hours of each show being released. You could easily just watch the [00:00:30] clips or you can decide to listen to the whole show. It’s really entirely up to you, , to join the growing list of your peers that received this email.

[00:00:37] Send a note to clip notes. C L I P N O T E [email protected] And you’ll get an email back from me to get you signed up. Now onto the show.

[00:00:53] Welcome to This Week in Health IT. It’s Tuesday new day where we look at the news, which will impact health IT. Today [00:01:00] we’re going to go back to my newsfeed . We’re also going to go to our LinkedIn. Back and forth that we’ve been doing. And you have a lot of different things to talk about.

[00:01:07] Some AI things, some VMware announcements, some exciting stuff. So we’re going to get to that in just a minute. My name is Bill Russell, former healthcare CIO, CIO, coach consultant, and creator of This Week in Health IT a set of podcast videos and collaboration events dedicated to developing the next generation of health leaders. See how that changed. It’s very subtle, but it changed. And that was a part of your feedback, which [00:01:30] we received over the last couple of weeks on the form that we gave out. Great feedback, keep it coming and stayed tuned for more fun adjustments, especially as we go into next year, we’re going to do some really interesting things based on the feedback we got.

[00:01:42] I want to thank SiriusHhealthcare for supporting the, our mission of developing the next generation of health leaders. Their weekly support of the show this year has allowed us to expand and develop our services to the community. 3xDrex is a service of Drex DeFord frequent contributor to the show.

[00:01:58] In fact, it’s gonna be here [00:02:00] next week to discuss the news. I’m looking forward to that. he sends out three texts three times a week with three stories vetted by him to help you stay current, to receive those texts, just text Drex, D R E X to four eight four eight four eight. All right. As I said before, we have two parts of the show.

[00:02:16]We’re going to check in on our LinkedIn conversations and see what you guys are saying about the stories that I posted out there. And, but this week we’re going to start with my newsfeed because there’s a lot in it. Let’s start with  [00:02:30] let’s start with a friend of the show. Go down here, implementing enterprise RPM.

[00:02:35] Key takeaways. where did I get this story? Current health, current health.com, Dr. Brett Oliver, CMIO for Baptist health, Kentucky, and Indiana. I was on a webinar. And he was sharing about their, their remote patient monitoring, work and what they’ve been doing. And here’s a couple of quick excerpts from the article Baptist South began piloting remote patient monitoring RPM in late [00:03:00] 2019 for CHF and COPD patients with the goal of improving patient experience.

[00:03:05] And quality of care by bringing health care into the home. As the pandemic hit, they quickly pivoted to monitoring COVID-19 patients to help free up space at the hospital and ensure safe recovery at home. which we heard about and saw a lot. I like this cause he goes into the lessons they’ve learned.

[00:03:20]Let’s start with a quick lessons. Focus on the workflow first technology second. yes, the technology must be great, but having aligned operational workflows [00:03:30] is a key, the success to help with this. Choose the RPM platform that integrates with your EHR for things such as ordering and alerting.

[00:03:39] Having a flexible platform makes it easy to create consistent workflows across teams, especially as more service lines, look to incorporate RPM into their strategy at Baptist Health, the combination of a single clinical dashboard paired with flexible configurations allowed the team to align on shared goals and build integrated workflows.

[00:03:58] And he really drives home this [00:04:00] flexibility and flexibility being the key to the tool. Let’s see, here’s a story. It is at Baptist Health. Once the care team understood that what normal deterioration looked like for COVID-19 patients, they could relax some of the alarm thresholds to reduce false positives.

[00:04:14] Things like the ability to set up alarms involving multiple vital signs and adjust for individual patients were key to helping their team know when to act on an alarm. He also talks a little bit about buy in and focus on the patients and physician [00:04:30] buy in will come. Wow. That’s just an interesting phrase in and of itself.

[00:04:33] Focus on the patient. And physician buy in will come. I hope that’s the case. And it might be the case at Baptist health. You have to gauge your culture for whether that’s true or not. the enrollment process sets the tone for their experience. That’s absolutely true. So here that, the enrollment process.

[00:04:50] So how do people experience the enrollment process? That’s going to set the tone for the overall experience and adherence to the program outside of the basic training. It’s important to explain what [00:05:00] outcomes you’re looking for at the individual patient level, satisfied patients will help to grow provider buy-in for virtual care solutions, such as RPM for Baptist Health patient demand for virtual care options has made it difficult for them to imagine going back.

[00:05:15] I love it. They have a little quote here from the patient, for our, for one patient after about six weeks of continuous monitoring, I felt like we had to pry the device off of her. She just loved the comfort and security of knowing that somebody was keeping an eye on her [00:05:30] 24 7. Yeah. And I think that’s really true for chronic patients.

[00:05:34] I think COVID-19 has, created this, concept of care at a distance. And this is an area to keep an eye on. That is really going to be. Moving that’s my, so what am I? So what, technologies like RPM, will get a significant move out of COVID and it’s one of the silver linings is that it was moving slow and languishing.

[00:05:56] And now I think we’re going to see it accelerate as we move forward. I want to do a [00:06:00] couple of AI stories and then I’m going to come back to the VMworld stuff because VMworld has some exciting. announcements around this. Let’s see. And actually I get these next three stories all come from healthcare IT news, I think. Yeah, healthcare it news. So they sent out a, an email with, use cases. And that’s what I’m focusing in on today is use cases. I like, I like sharing with you what other health systems are doing. So University of Minnesota. Epic build a new one AI tool to detect COVID-19 and x-rays so [00:06:30] researchers at the university of Minnesota, and by the way, this is going to be available for free.

[00:06:33] I believe. Yeah, we’ll find out in a minute  Researchers at the University of Minnesota working with Epic, say they validated an artificial intelligence algorithm that can assess checks, chest X rays for potential cases of COVID-19 the tool which was developed in collaboration with M health Fairview is already deployed at 12 hospitals and will be made available through Epic to other providers.

[00:06:54] The new algorithm is able to evaluate x-rays as soon as the image is taken, [00:07:00] says. University of Minnesota medical school, researchers in just seconds. The tool looks for patients associated with COVID-19. If it recognizes them, the clinicians can see within Epic system that the patient likely has the virus.

[00:07:15] They said, to train the AI, diagnose COVID-19 specifically, the researchers used a hundred thousand X rays of the patients who did not have the virus and 18,000 accurate x-rays of patients who did. Once the algorithms was validated [00:07:30] Genevieve Melton. Oh Genevieve Melton-Meaux, Chief Analytics and Care Information Officer for M Health Fairview worked with Epic and her very Fairview colleagues to build an infrastructure around it integrating the electronic health record software to enable easier access for care teams, U of M in Fairview, T U of M and Fairview teams will now make the AI tool available for free in the Epic app orchard.

[00:07:56] So this is available to you. And, which is [00:08:00] fantastic. If you were an Epic client, it’s available through Apple orchard and, these kinds of use cases are really fascinating to me. And this isn’t the only one we’re going to talk about another one as well. and this really sets up some of the, so what around AI, the use of AI, the use of data, and I probably got to bundle all this.

[00:08:17] So what together? Let’s take a look at the next one. Next one is UC San Diego uses AWS cloud to deploy homegrown AI algorithms for COVID-19. Again, a UC San Diego health engineered a new machine [00:08:30] learning method to help diagnose pneumonia earlier. I condition a condition associated with severe COVID-19 cases.

[00:08:36] This detection allows doctors to quickly triage patients to appropriate levels of care. Even before the COVID-19 diagnosis is confirmed. Results UC San Health has been able to run roughly 10,000 chest X rays through its algorithm thus far, and identified several patients with COVID-19 pneumonia on chest X, rays who otherwise may not have been diagnosed.

[00:08:59] And again, [00:09:00] that’s healthcare IT news. EXcuse me. Another case where, We are starting to use AI and machine learning specifically machine learning is when the machine actually learns, right? So we’re pumping a lot of data through it looks at, results and it looks at the conditions and it determines that these conditions match these results.

[00:09:21]More often than not, it learns, it teaches itself over time as it’s processing more and more information in order to do that, it needs clean data. And [00:09:30] in order to do that, it needs significant processing power. So those are two of the things that it needs and I’m not minimizing those things. Those are significant things, especially the clean data aspect of it, but that’s machine learning.

[00:09:42] AI is actually the application creating intelligence from that where, machines appear to act intelligently. Really what they’re doing is just processing a series of algorithms that are, looking at. looking at the data, looking at the outcome of some pretty advanced technologies, but at the end [00:10:00] of the day, it’s algorithms written by, programmers and individuals that are, making decisions or making it look like machines are making decisions and actually getting smarter.

[00:10:09]Okay. That might be an, I say, as I listen to myself say that I’m minimizing what AI actually is, but anyway, regardless, AI is a suite of different technologies. AI powered. The last story I wanted to touch on. Healthcare IT news again, AI powered patient care communication tools help one orthopedic practice save $405,000 dollars.

[00:10:29]And [00:10:30] the reason I highlight this story and the other two is, AI and machine learning is going to be where it’s at over the next, I don’t know, next five years. And we’re going to see all sorts of, these things pop up. Some of it is going to be. Essentially AI washing. We’re going to say, Hey, look, this is AI.

[00:10:48] When in reality, it’s just some pretty simple algorithms. Other things are going to be actually classified as AI. in terms of the machine, actually, processing information, learning from, [00:11:00] with each new piece of data that it receives, it actually gets smarter and becomes more intuitive as we move forward.

[00:11:06]The other reason I highlight this, one is free. One, I’m not sure that it’s free, but they’re just pounding their chest saying, Hey look what we did. this one is widely available. A lot of health systems have done this, but it’s available to smaller health systems as well, and even a smaller practices.

[00:11:21]Patient communication tools help one orthopedic practice save $405,000 direct orthopedic care. Reduce no shows by 45% and slashed [00:11:30] outbound manual calls by 72%. Here’s how it’s virtual assistant Holly helped out. And it goes through that. The practice had only very basic one way patient reminder system, which was not having a substantial impact.

[00:11:43]They implemented this and essentially it became more intuitive. It responded to people in ways that they were more prone to get back to them. And I’ll give you some of the results in the minute, but I’m not focusing on this one vendor. There’s a lot of vendors out there that do this, [00:12:00] Luma health, Ambler revenue, Salesforce solution reach we’ve web PT.

[00:12:05]There’s an awful lot of them that do it. The results though are pretty astounding. and this is a. orthopedic practice. We did this across our health system. Or at least across our medical group, and this had significant, savings and optimization of time and other things.

[00:12:20] So here are some of the things reduce, no shows, increase revenue by 45% overall, a reduction in outbound manual calls alone. Cut 72% a [00:12:30] noticeable reduction in inbound calls. 81% of patient engagement rate with Holly, which is that system. 70% of patients that cancel take action through Holly rescheduling or leaving feedback via text a patient recovery, no shows, bumps and reschedules.

[00:12:46] 24% of loss patient, no shows recovered 2,700 patients recovered by Holly in the first 18 months, $150 per appointment equals more than 400, $5,000. and those are similar to the kinds of things we saw [00:13:00] at, At St. Joe’s when we did that project. Alright, I bring all this back, VMworld happened this week and it’s crazy.

[00:13:09] Cause you know, we, these major conferences, because they’re all virtual and online, there’s some benefits to it and there’s some downsides. The downsides is some of these things happen and, there’s a whole, the number of conferences going on right now is staggering to me, and online options and things.

[00:13:25] I’m going to try to cover as much as I can there. There’s just too many of them there and they’re starting to overlap. It’s [00:13:30] crazy. We’ve got, VM world just happened. Backers is coming up. Health conferences coming up, health impact is going on. Hang on. and part of it is really saturating my normal, people I normally interview.

[00:13:41] They’re just, they’re being tapped by so many different resources, which has really challenged me. To go outside the normal group of people that you see at the conferences. It’s been fun. I’m tapping into a little deeper into my network. And getting some interesting perspective from, from people that you [00:14:00] don’t normally hear from.

[00:14:01] So I’m looking forward to doing that a little bit more. And then, when things slow down a little bit, I’ll get back to, some of the CIO’s that you love to hear on the show and whatnot. But anyway, VMworld happened. 136,000 attendees. That’s the huge benefit of a virtual conference. By the way, you don’t have to travel.

[00:14:17] You don’t have to get the expenses approved. You just sign up. In between your meetings and things that are going on, you’re able to attend it, hit the keynotes, see what’s going on and that kind of stuff. So attendance is way up [00:14:30] on these things. That’s what I’m hearing across the board. Here are some of the highlights and I, I’m almost going to start with the, so what, I don’t think security is going to scale.

[00:14:39] I don’t think security in healthcare. I don’t think security in general is going to scale. I think it has to start being built into the infrastructure. And VMware is leading the way on this, which I think is really exciting. So a Pat Geisinger CEO said VMware is disrupting the security industry by building security controls, intrinsically into the infrastructure.

[00:14:59] And they had [00:15:00] a lot of announcements around this. Let me pull up the VMware announcement summary. Wow. There’s too many, so I’m not going to cover them all. But the security stuff is really good. interesting. They have the,  yeah. Restructure is progressing cloud access service broker, a secure web gateway and remote browser isolation via our new collaboration with Menlo security. These offerings will be sold and supported by VMware NSX, stateful layer seven firewall zero [00:15:30] trust network, access, edge network intelligence. VMware workspace security, VDI, VMware workspace security, remote VMware, carbon black cloud workload. all those things are starting to get built into the infrastructure.

[00:15:43]So it’s going to be native to the infrastructure. And I think that’s the, that’s the real takeaway from this conference is somebody is finally recognizing that it’s not going to scale. You can’t keep throwing tools at this. It has to be, intrinsically built into all the different layers that are going on  and you’re going to want [00:16:00] a much more simple tool set to be able to monitor that. And that’s going to be the, so what, and that’s, I think that’s the exciting thing about what VMware is doing. In the space is that they are recognizing the need to secure it from container down to, the wind down to, at all layers and that’s their potential to really disrupt the market, which is what Pat Geisinger is saying.

[00:16:24] And I agree with them. I think security is the area much what, VMware did in the [00:16:30] data center with virtualization and really change how we view it. I think they’re going to do insecurity. I think they’re going to change how we view security and that is going to be, it’s going to be built in at the component level with a very, with an interface that we all understand and can, you can have access to.

[00:16:47] Yeah. And another part of that is that VMware is going to offer a six month unlimited free trial of VMware carbon black workload, essentially to all current customers with VMware 6.5 and above as well [00:17:00] as VMware cloud foundation, 4.0. that is a great wait a offer that they are putting out there.

[00:17:06] I think the other, the only other one, gosh, there’s too many announcements to go through here. they’ve been busy. but the only other one I’m going to touch on because of the stories we covered earlier around machine learning and AI is the, Nvidia and VMware partnership. And so what, what VMware’s doing is Nvidia.

[00:17:24] If you’re not familiar with GPU use, they are essentially what Intel was to, [00:17:30] to the data center. Nvidia is to machine learning and AI. They are the Intel of machine learning and AI, they are building the chips that allow us to do processing at a different level at a different scale. And they power machine learning and AI, what VMware is doing is overlaying the VMware tool set on top of Nvidia.

[00:17:49] Yeah. And so it gives you access to that power. And in tools that we already know and understand, and we can build out clusters, we can, [00:18:00] we can automate things. We can, we can segment things. We can, align resources to specific workloads, all the things that we know doing VMware, we can now do, for machine learning and AI with Nvidia.

[00:18:13] I think that’s all also an exciting announcement. There’s just a ton of information out on the internet. If you want to read that stuff. And, to be honest with you, I, somebody is gonna say, Hey, you’re just covering that cause your VMware’s a sponsor. And to be honest with you, I’m excited about these things.

[00:18:29] I am not just [00:18:30] covering that because VMware is a sponsor. I’m covering it because I think, security is not going to scale and I’m looking for somebody who’s going to recognize that and build it in and they’re doing that. And the other thing is how do you give us access to these new advanced tools and machine learning and AI with, interfaces that we already know and understand.

[00:18:48] And, they’ve recognized that. And so they, they are a leader and they continue to be a leader. And that’s why I’m excited about that announcement. All right. Let’s get to LinkedIn. Let’s see. let’s see what we’ve [00:19:00] posted since the last time we were out here and what you guys are saying.

[00:19:06] Why isn’t big tech fixing healthcare was the last one we talked about. Okay. We got a lot of feedback on that one. Then we, one of the big stories this week obviously was UHS hospitals hit by reported, countrywide Ryuk ransomware attack. I’m sorry if I, get that pronunciation wrong. But one of the things I shared in this post was. Something, somebody [00:19:30] shared at a conference I was at once and they said, if a foreign power parked a carrier off the U S coast, would we expect the federal government to protect us to do something? So if a carrier is off the coast of the East coast or the West coast, and they’re, attacking or getting ready to attack, would we expect the federal government to protect us?

[00:19:46] And the answer is absolutely we would. And I just posed the question of hasn’t that already happened with regard to the internet and these cyber attacks. They’re just happening. all the time. They’re just happening everywhere. [00:20:00] and, Cindy McDowell, points out. I don’t necessarily believe it the federal help should be the expertise. More time focus, money and energy should be spent by healthcare organizations in this area. For sure. Data breaches this year have already exceeded the total number of 2019. And while that is true, I still think, pitting my meager, my meager a security budget for my health system against the, country of China or Iran, or fill in the blank.

[00:20:30] [00:20:30] I’m going to lose a thousand out of a thousand times. so I think there is some support that the federal government needs to give us, Jake Dorst CIO for Tahoe Forest hospital, a friend I’ve had him on the show. Bill Russell, state funded attackers compromise our systems and our healthcare funds the organizations that get compromised.

[00:20:51] That’s a great point. We have these attacks from foreign countries, we get compromised and then we get fined. He says I would much rather see financial [00:21:00] aid and guidance from our government rather than penalties that just to make it harder for smaller organizations, with limited resources to protect themselves.

[00:21:07] And those are excellent points by Jake. I appreciate that. How has a small health system supposed to protect themselves? I don’t really know. alright, so the next, the next one, I just highlighted Scott Nordlin from Banner Health, offered a bunch of different ways that COVID has really changed how we approach care and view care in terms of reducing [00:21:30] touch points.

[00:21:30] We now have digital waiting rooms, digital check-in remote therapeutics, a discharge instructions are coming, digitally more. technology will enable smoother management of provider delays, combined in-person and virtual encounters to maximize local capacity. Consumers will increasingly find providers and schedule online.

[00:21:49] And I think all those things are true. And that’s why I highlighted this, some really good points. Laura Marquez says actually in an article, I believe the importance of a smooth patient digital experience will [00:22:00] continue to drive great technology solutions and  organizations should be focusing on their digital strategy, but we need to meet the patient where they’re at. We need to get creative and meet the needs of our underserved communities and patients. Those who don’t have mobile access or internet connections to reach the patient portal may become more at risk. We need to consider all the social determinants and how it solutions may further the disparity gap.

[00:22:25] What ideas do you have? As you would imagine, somebody [00:22:30] makes that, I posted three different things, I say, first thing I say is digital is the foundation for our society in life. What hub is the housing? The FCC should be, in terms of access to mobile technology and bandwidth. I believe that’s true.

[00:22:43] And I think there should be government programs around that and so I agree that. The next thing is social determinants to me is a leadership problem. It’s a, the challenge of social determinants is, we’re not really at the starting gate yet. We don’t know who owns it. Is it the health system? Is it the government? Is it faith based institutions? Not [00:23:00] really sure. The question is who’s going to lead. Who’s going to fund it that a once someone steps into that gap leadership, we can explore the technology solutions, but until then, it’s really hard. If you don’t know where the money’s coming from.

[00:23:12]We could talk about it all we want, but if somebody needs an air conditioner for better health, who buys that. Who helps them to afford that. And I also make the point that remote care through, IOT devices will lead to better care for chronic and underserved patients. and I believe that the cost of those [00:23:30] things are coming down already low and coming down even further.

[00:23:34] So there’s some, there’s some exciting things going on there. The next thing you know, does your health system have algorithm inventory. And this is from a JAMA article, that was put out there about five years ago. Oh, this is algorithm inventory is really part of algorithm. And I made the case that about five or six years ago now.

[00:23:57]I got in a room with it with a couple of people and we mapped out [00:24:00] the current state of healthcare, future state. We put fee for service, pop health, consumer driven healthcare and prescriptive care. And, we put a timeline on that. And then we looked at, okay, what are the characteristics of the workflows, the locus of care, core electronic systems, point of, electronic interaction with the patient and governance.

[00:24:19] And from a governance standpoint, one of the things that we found interesting is fee for service. We were talking about it, governance. Do we have a project governance? Do we have a intake [00:24:30] governance for the projects that are coming in? Then we moved to pop health and when pop health hit, all of a sudden data governance was the rage.

[00:24:36] We had to figure out how we were going to take care of our data, how we were going to make sure we had clean data and how we were going to be consistently, reporting that data out. So pop health was really about cleaning up the data and reporting out on the data. Consumer driven healthcare is really about app governance.

[00:24:53]You can’t have 50,000 apps accessing the data within your health system. You had to come up with a way [00:25:00] to manage how they were coming in build experiences, the security of how these apps were coming in the, build experiences, because you can’t have disjointed experiences. And if you have too many apps, you’re going to create that.

[00:25:12] And then the final one was a prescriptive care. And this is where we are actually predictively saying, Hey, you’re at risk for this. You’re at risk for this. Let’s take care of you. And the case we made back then in the case that this article is making is algorithm governance, right? So computing systems make these [00:25:30] decisions now, and these decisions process tons of information.

[00:25:33] And what they do is they present them the most relevant information to either the clinicians or the patient. And the reality is those algorithms, which are embedded in the systems are written by programmers and they make decisions on what to process, what is relevant and what to actually present back.

[00:25:50] And, this whole idea of algorithm governance. I think it’s going to pick up some steam. We’re going to have to know, what decisions are our systems making and how are they determining what information [00:26:00] to present and, so anyway, that was, one of the stories I put out there that didn’t have enough time to fester to get the kind of comments I would I’d want to get on that.

[00:26:09] But, I think that is going to, to take off, there’s a couple more out there. I share one or a  share one more. and that is, Can what ails healthcare be solved by hiring someone from Disney, Amazon, or Apple, and this is a growing trend in healthcare. We’re seeing it, this is that, chief digital [00:26:30] officer versus chief information officer.

[00:26:32] I actually love the spirit of this whole thing. I love the fact that we’re going outside the industry. We’re starting to look at different things that have worked for other industries and we’re bringing them. And actually the part of the thing that. This resonates with me is the reason I was hired as a healthcare CIO, because my first job in all of healthcare was as the CIO for a $7 billion, 16 hospital system.

[00:26:53] And one of the reasons they gave was we wanted ideas and thinking from the outside. So I clearly, I’m a fan of [00:27:00] this. I benefited from this, but I want to offer some things that I think are required for this to work. And the first is culture, right? We need to recognize that, Walt Disney, Steve Jobs, Jeff Bezos, they started their companies with an obsession on customer service. And that’s not the foundation of most healthcare systems. and culture work is hard and it takes time and it takes leadership, which gets us to the second point is leadership. You didn’t hire Walt Disney, you hired somebody who worked for the [00:27:30] organization. And while, the spirit of Walt lives through that organization over the years, cultural change and adoption requires strong and almost uniform leadership and executive support.

[00:27:41]So don’t expect I hired this chief digital person from Disney, and they’re going to change our organization. That’s not their job to change your organization. They bring new thinking, they will influence and start to, impact the organization. But the, if you want this, I’ve often said the role of the [00:28:00] CEO is now as a digital transformation leader.

[00:28:03]Because there’s too many things that need to change in the organization to make it a customer centric, digitally enabled organization. And so that requires the CEO. don’t expect to just hire somebody, plug them in and, and magic happens, expectations, a new person, any role, it takes time to impact, the department of an organization.

[00:28:22]Give that, give this time to support it. there’s going to be success stories. There’s going to be failures. The people who are against it are gonna easily point and say, see, it [00:28:30] doesn’t work. People are foreign are going to say, Hey, look, these things have happened. I would say in any case, look a little closer. They may have hired somebody from Disney or Apple or whatever, and the success is not really a result of that person. And they may, flame out horribly and you might think, Oh, see that model doesn’t work. And it has nothing to do with the model has everything to do with the leadership and the underlying culture of the organization. I think that’s all I’m going to share for this week. Those are, those are probably enough stories. I do want to [00:29:00] encourage you to be a part of the conversation I’m going to keep, Monday through Friday, I’m mean go out there one story a day. Sometimes I’ll post to, if I’m, if I have a little time and I’ve read things that I just can’t pick between two stores, I’ll put two out there.

[00:29:13]Follow me on LinkedIn. Bill J Russell out on LinkedIn and I will post that story. If you, comment on those stories, I would love to, if we go back and forth, I will probably share it on the show and that is going to be our mechanism. Again, we wanted [00:29:30] to get feedback from you. We want you to start participating in the show to become contributors on the show.

[00:29:34] And this is one of the first ways that we have identified to do that. So please follow bill J Russell out on LinkedIn. You can also follow the show this week in health. IT. You’ll get the clips. You’ll get a bunch of other stuff. So there’s a lot of good things happening there. That’s all for this week.

[00:29:48] A little note, we are not gonna have a show next Wednesday. the reason for that is my parents are in town for two weeks. And, and, I, I’m going to spend a little bit of time with them. We’re still doing a [00:30:00] Tuesday news show. We’re still doing a Friday show cause those. we’ll be, already recorded and we’re good to go there, but, next week, not tomorrow, but next week, we’re not gonna have a Wednesday show.

[00:30:10] We’ll have a Tuesday and a Friday show and we will come back with our normal schedule after that. But I’m gonna take a little time with my parents and try to stay up on my consulting practice as well. As I said, that’s all for this week, sign up for clip notes. And, stay up to date with us.

[00:30:26] Special thanks to our sponsors. Our channel sponsors VMware. [00:30:30] StarBridge Advisors, Galen Healthcare, Health Lyrics, Sirius Healthcare, Pro Talent Advisors, HealthNXT and McAfee for choosing to invest in developing the next generation of health leaders. This show is a production of this week in health IT. For more great content check out the website thisweekhealth.com.

[00:30:47]But I’m going encourage you to check out the YouTube channel. We continue to really spruce that up and I think it’s a great resource and a. Yeah, check it out. Give us some feedback. Let us know if we can do something better out there. We’ve tagged everything. [00:31:00] We’ve made it easier to find the, your favorite guests and those kinds of things.

[00:31:04] If you want to support the show best way to do it. I think the best way to do it now, sign up for clip notes and share it with your team. Share it with your team, share it with your peers, share it with your friends. get it out there. we just want to start the conversation. I might be. You might agree with me, you might not agree with me, but let’s get the conversation started. And let’s get more people talking about the, the content we’re discussing on the show. Please check back for more episodes. Thanks for listening. That’s all for [00:31:30] now.