More and more CEOs of healthcare organizations are realizing that they need to change their operations to deliver personalized consumer experiences – and technology is just one piece of that puzzle.


This article is part of a CEO Direction series

Digital transformation will be important for healthcare organizations that are committed to meeting consumer needs while improving their operations.

Healthcare organizations are moving towards a new way to interact with consumers and deliver care, mirroring popular technologies that have transformed business in other industries.

Organizations looking to improve communications, transactions, and delivery of care while making them more efficient see digital transformation as a critical component of the effort.

According to a recent report speak Deloitte Center for Health Solutionshealthcare systems see digital capabilities as essential to fundamentally transform their relationships with consumers.

In a multi-pronged research effort involving Scottsdale Institute members, Deloitte found that 92% of healthcare organizations surveyed want to fundamentally transform their relationships with consumers, which is their top digital transformation expectation. Some 60% of organizations surveyed say they are only halfway through their transformation as they struggle with a shortage of talent, data and key performance indicators.

Most healthcare organizations are in the early stages of their journey toward achieving digital transformation, according to information technology and healthcare leaders surveyed by Health Data Management.

The companies featured in the interviews are the top performers in healthcare, recognized by the annual Best of KLAS recognition program, selected by the consultancy due to client recognition for their responsiveness to customers, the quality of their products and their knowledge of the industry. . These companies, featured in a new Health Data Management news series, Beyond the Rankings, offer a range of products and services, including electronic health records, enterprise resource planning, artificial intelligence, consulting services, etc.

The insights of these business leaders illustrate how technology can support the evolution of provider healthcare delivery and the key challenges facing CEOs of provider organizations.

Better and easier interactions

More and more healthcare CEOs see an urgent need to revamp the way their organizations deliver care. This includes a digital transformation of processes to meet the expected demands of clinicians, patients and other stakeholders.


Healthcare CEOs “need to change their mindset to focus on their organizations and their patients and what they are here to do, which is to envision the next generation of clinical care that they can provide”.

Helen Waters, Vice President and COO, Meditech


But many healthcare organizations are still trying to figure out the first steps to take and what constitutes an effective “digital gateway” for consumers. Providers understand that consumers should be considered valued members of their care team who should have easy access to all of their medical information.

Healthcare CEOs “need to change the mindset to focus on their organizations and their patients and what they are here to do, which is to envision the next generation of clinical care that they can provide,” says Helen Waters. Vice President and COO at Meditech. This task is to determine “what are the augmentation technologies and digital tools that will best facilitate this”.

While it’s not yet clear what technology will enable healthcare to become, forward-thinking CEOs are showing commitment to making progress, Waters says. “Strong organizations consider their future and the toolsets that will allow them to be well prepared for this upcoming digital transformation,” she explains.

Give patients what they want

New technological capabilities will deliver benefits and efficiencies to caregivers, enabling the implementation of new models of care, such as hybrid care environments, predicts Caregility’s Mike Brandofino.

“If you let the patient go home (after a procedure) but they can continue their care for the 30 days post-surgery – that’s vision, really combining that ability to be seen (by a clinician) at any time, with other technologies that can layer on top of that to augment that hybrid care environment,” says Brandofino.

Digital transformation will also mean welcoming new relationships among healthcare players, especially as consolidation takes hold, say leaders of healthcare IT companies.

“We are at this remarkable moment of industrial convergence within healthcare,” said Ken Grayboys, CEO of Chartis Group. “So payers and providers are converging a bit, but additionally now it’s payers acting as providers, and retailers are getting involved in a very different way. These and other changes are fundamentally altering the landscape of health care delivery.

Still, integrating new technologies into healthcare will take a deft touch, because such solutions can’t do much, says Bruce Haupt, president and CEO of ClearBalance. Technological innovations “are great and must be done. But industry has to be careful – technology won’t solve all the problems we have,” he notes. “Health is a people business.”

Technology innovation can only go as far as organizations — and the leaders who run them — will allow, says Keith Lohkamp, ​​senior director of industrial strategy at Workday.


“It starts with a vision of what they’re trying to accomplish for their organization and what they’re trying to get out of implementing new software,” he says. “When an organization simply takes their current processes and tries to install new software, they won’t get the benefits of that new software because it’s designed differently to support processes in a different way.

“But having some of that leadership – to really define where the organization wants to go and keep them on track – is how they really get more of the value they wanted out of the technology.”


See the list of articles in this series on CEO leadership