STEPS to Value Podcast

In this two-part series, we will explore the impact that client-focused officers in the C-Suite are having on today’s healthcare industry. In part one of the series, we hear the first half of a discussion from HIMSS17 with Scott Bostick, former Chief Client Officer and current Chief Operating Officer of NextGen Healthcare. Scott and HIMSS’ user experience subject matter expert, Adam Bazer, discuss how the company transformed their organization’s relationship with their clients to help them better navigate in a value-based care paradigm. In part two of the series, we hear the second half of Scott and Adam’s conversation, and learn from Jacqui Darcy, a Client Experience Leader at Next Gen, what their clients’ experience looks like in real-time. We also gain insights from Carina Edwards, Sr. Vice President, Customer Experience at Imprivata. Carina and Adam’s HIMSS17 discussion focuses on how greater advocacy internally for customers drove client satisfaction, revenue growth and helped Imprivata meet their bottom line goals. Listen to part one of this series here. This Episode’s Featured Guest: Carina EdwardsSr. Vice President, Customer ExperienceImprivataLearn more about Carina

Close your eyes.  Go ahead.  I want you to remember something.  I want you to remember your best customer service experience.  Where did it take place? Can you see it yet? Who was there with you?  What were you trying to accomplish?  Can you remember it clearly?    What did the people that helped you meet your need accomplish to do so?  Can you remember them clearly?  How did those people make you feel?      Okay, open your eyes.  Look at the business in front of you, at your place of work.  Are your eyes open?  Look at your last customer or client.  Were you able to meet the need they came to you for?  What did you and your team do to accomplish meeting that need?  Are you looking?  How did you and your team make your client feel?  When was the last time they returned to you for support meeting their need once again?  Are your eyes open?  Are you looking?  Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  In this two-part series, we will explore the impact that client-focused officers in the C-Suite are having on today’s healthcare industry.  In part one of the series, we hear the first half of a discussion from HIMSS17 with Scott Bostick, former Chief Client Officer and current Chief Operating Officer of NextGen Healthcare.  Scott and HIMSS’ user experience subject matter expert, Adam Bazer, discuss how the company transformed their organization’s relationship with their clients to help them better navigate in a value-based care paradigm.   In part two of the series, we hear the second half of Scott and Adam’s conversation, and learn from Jacqui Darcy, a Client Experience Leader at Next Gen, what their clients’ experience looks like in real-time.  We also gain insights from Carina Edwards, Sr. Vice President, Customer Experience at Imprivata.  Carina and Adam’s HIMSS17 discussion focuses on how greater advocacy internally for customers drove client satisfaction, revenue growth and helped Imprivata meet their bottom line goals This Episode’s Guest:Scott BostickExecutive Vice President and COONextGen HealthcareLearn more about ScottLearn more about NextGen Healthcare

Like water or breath, stories surround us.  Like water or breath, we consume stories, are refreshed by them.  Like water or breath, stories are essential elements of our survival.  Storytellers & their audiences from antiquity till today have shared the same goal, the goal to connect.  But while the “song has remained the same”, the tools that connect the storyteller to their audience has evolved at the same breakneck speed as other technological innovations.  One day, we connect through drawings on the walls of a cave.  Another day, through bits and bytes on a screen.    Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  In this episode we will explore the state of health information exchange and the impact that Consolidated Clinical Document Architecture, or C-CDA, has on the ability to more effectively connect clinicians with their patient’s clinical narratives.  This Episode’s Guests:Bryn Lewis, PhDPrincipal ConsultantWebQILearn more about BrynLisa Nelson, MS, MBAPrincipal ConsultantLife Over Time Solutions, LLC.Learn more about LisaLearn more about the ONC/HL7 C-CDA Rendering Tool Challenge This Episode's Promo:A Vision to Build Comprehensive Electronic Records That Tell a Patient’s Complete Health StoryThe Health Story Project is a volunteer group within HIMSS that works to educate the health IT community on tools and resources to aid in the creation of comprehensive electronic records that tell a patient's complete health story. Today, most electronic patient records and health information exchanges operate on a small percentage of the available information. The Health Story is dedicated to a comprehensive electronic record that can be shared to improve care through collaboration and analysis.Learn more today!Register today to learn more about C-CDA best practices directly from Bryn and Lisa at an upcoming Health Story Roundtable webinar "The Storytelling Power of C-CDA" on Monday, August 7th, 2017 from 12-1 PM EDT   This Episode’s Audience Ask:How has your healthcare organization helped to support a more comprehensive clinical narrative?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

A common language has always been a powerful tool.  For millennia, it has tied together individuals into tribes, nations, cultures. For millennia, it has helped people together define their world and refine their collective conceptions of what that world’s parameters are.       A common language is the key to success at the point of care.  Does the patient communicate their symptoms and healthcare goals effectively to their providers?  Do the providers communicate their care decisions and the reasons for them effectively to the patients?  How do we optimize the common language around health? Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  I’m your host, Rod Piechowski, and in today’s episode, we will talk to HIMSS’ 2016 Most Influential Woman in HIT award winner Marion Ball about the common language needs of clinicians, patients and developers towards a better experience at the point of care.This Episode’s Guests:Marion J. Ball, EdD, FLHIMSS, FCHIME, FAAN, FACMISenior Advisor Healthcare InformaticsIBMLearn more about MarionFollow Marion on Twitter: @mjbTIGERLearn more about IBM's Healthcare SolutionsLearn more about the TIGER InitativeThis Episode's Promo:Health IT Insights From & For Leaders Transforming HealthThe HIMSS Executive Institute is a community of executives at North American-based Davies Award-winning and EMRAM Stage 7 organizations. The Institute brings these executives together to understand, achieve, and promote optimal value from the use of IT in a health setting. These executives share their extensive knowledge and experience to both enhance their own organization’s business and clinical outcomes, as well as enable others to join their ranks as transformational leaders. The programming and activities of the HIMSS Executive Institute will be created by its members for its members.Learn more today!This Episode’s Audience Ask:How has your healthcare organization started worked to create a common language between your clinical and informatics-focused teams and cultures?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

From the dawn of civilization until now, trust has always been a central foundation of stability.  Do I trust the intent and action of others?  Is there a way to verify that trust was rightly earned?  The 19th century minister, speaker, and columnist Frank Crane once said “You may be deceived if you trust too much, but you will live in torment if you don’t trust enough”.  He could have been describing where we find ourselves in the 21st century.  As humans across the globe work to build digital infrastructures to every aspects of their lives, connecting people and data across time and space, new protocols of trust evolve to respond to the circumstances of the age.   Do blockchain technologies, with their design as a shared, distributed, peer-to-peer ledger system, suggest a real innovation in industries like healthcare handle the storage and transfer of sensitive and valuable information?Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  I’m your host, Rod Piechowski, and in today’s episode, we will explore the potential impact of block chain technology of healthcare’s thorniest issues around security, identity, access and interoperability with Fletcher McCraw, Senior Consultant, Blockchain and Distributed Ledger Technologies at Cognizant.  This Episode’s Guests: Fletcher McCrawSenior ConsultantBlockchain and Distributed Ledger TechnologiesCognizant Learn more about FletcherFollow Fletcher on Twitter: @FletchMcCrawLearn more about Cognizant This Episode's Promo:Leading the Way to Better Health Through Information TechnologyThe HIMSS Innovation Center in Cleveland, OH is the only physical and virtual, state-of-the-art, testing, exhibition and conference facility that offers real-time demonstration of how healthcare technologies contribute to safer, higher quality and more cost-effective care and ensures that information gets to the right people at the right time to enable informed decisions.Come with us into a world of innovation and imagination brought to light by interoperabilityLearn more today!This Episode’s Audience Ask:Has your healthcare organization started to explore the use of block chain technologies to drive clinical, operational, or financial outcomes?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

Like breath, we learn from the moment we are born to the moment we die.   Each moment a mystery to be solved, a question to be answered.  We work constantly to replace random chance with rules of thumb.  Life demands understanding.  Change, also like breath, begins inwardly and finishes outwardly.  Breath in, Breath out.  Breathe in good processes, good personnel, good technologies to support them both.  Breathe out improved clinical outcomes for patients, operational outcomes for the enterprise, and financial outcomes for the community.      Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  In today’s episode, we will talk to 2016 Davies Award winning Children’s Hospital of Orange County.  We discuss how they were able to optimize the people, processes and technologies tasked to care daily for 1 in 100 kids in the United States. This Episode’s Guests:James Cappon, MDChief Quality OfficerCHOC Children's HospitalCaroline Steele, MS, RD, CSP, IBCLCDirector, Clinical Nutrition & LactationChildren's Hospital of Orange CountyLearn more about JimLearn more about CarolineLearn more about CHOC Children's Hospital This Episode's Promo: The Long-Term and Post-Acute Care (LTPAC) Roundtable helps shape the direction of HIMSS in serving the needs of LTPAC providers and vendors. The LTPAC Roundtable meetings focus on topics relevant to the LTPAC IT community, to include professional development, public policy initiatives, interoperability, and the value of health IT.  Learn more today!This Episode’s Audience Ask:So what are you doing to empower your organization to drive value?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

This seems to make sense if you think about it.  That our healthcare industry would be as complex as the bodies its charge is to care for.  Both built from systems of ever-increasing intricacy layered on top of one another.  Both built from a need to move forward through a mix of chemistry and chance, tradition and innovation, action and reaction.Each day across the globe, providers and patients, people asking to heal or be healed, engage with these intimate and enormous complexities.    But at the center of these shared complexities, no matter the country or culture, we can find the simple questions of “what’s wrong?” and “How can we help fix it?”  Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  In this episode, we will talk to one of 2016’s Most Influential Woman in Health IT, Rachelle Blake. Rachelle discusses the value of engagement with the complexities of this glorious system we call life, and of the systems we have built to sustain it.   All that and more, coming up.   This Episode’s Guest:Rachelle Blake, PA, MHAPresident and CEOOmni Micro and Omni Med SolutionsLearn more about RachelleFollow Rachelle on Twitter: @shelblakeLearn more about Omni Micro and Omin Med Solutions This Episode's Promo: The Long-Term and Post-Acute Care (LTPAC) Roundtable helps shape the direction of HIMSS in serving the needs of LTPAC providers and vendors. The LTPAC Roundtable meetings focus on topics relevant to the LTPAC IT community, to include professional development, public policy initiatives, interoperability, and the value of health IT.  Learn more today!This Episode’s Audience Ask:So what are you doing to empower others to drive value?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

When you bring a mass of humanity together, our humanness makes itself apparent.  You hear it in conversations, see it in body language, sense it on the hair on the back of your neck that tingles when you come across something new.  For over 50 years, HIMSS has brought thousands of health and health IT professionals together to focus on transforming health through information technology.  Thousands of people sharing histories along with their handshakes, their glories from victorious implementations, their lessons learned from ill-fated projects.      Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model. In today’s episode, we will explore new trends and events at the HIMSS Annual Conference ahead with Carla Smith, Executive Vice President of HIMSS North America.   This Episode’s Guest:Carla Smith, MA, CNM, FHIMSSExecutive Vice PresidentHIMSSLearn more about CarlaFollow Carla on Twitter: @CarlaMSmithLearn more about HIMSS  This Episode's Promo:HIMSS17 is the meeting place for all things health IT. Experience over 300 education programs, more than 1,200 vendors, hundreds of special programs, and limitless networking opportunities. Collaborate with HIMSS and thousands of colleagues worldwide as you work to positively transform health and lives through IT.Register Today This Episode’s Audience Ask:So what was the trend that stuck out to you at HIMSS17?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

I’ll admit it.  I don’t handle sitting in traffic very well.  The goodwill I have towards other people seems to be conditional on how far I am from my destination and how slowly they are moving their car in front of me. It used to be there was good times to drive on Chicago’s highways when there would be no traffic.  Not anymore.  Early in the morning, traffic.  Middle of the day, traffic.  Late at night, traffic.  As I sit and stew I always think “would it kill the city to add another lane?  That would fix everything!”.   Human nature often foils the best laid plans of mice and men. My dream of ever widening highways across the Chicagoland area is foiled by the fact that if you build more roads, more people drive on them and traffic remains congested.   City planners call it induced demand.   Induced demand, or latent demand, describes a phenomenon that after supply increases, more of a good is consumed. Ask most clinicians today, and they’ll describe their own frustrated reality of induced demand when it comes to healthcare data in the age of connected health.  Every day brings clinicians ever more requests for data, ever more sources of data, ever more demands from data.  The vital signs in real-time from the patient they’re monitoring remotely.  The lab results from the out of network urgent care clinic their patient just went to.  The population health clinical outcome data that determines how much they’re going to be paid this year.  Is clinician burnout an unintended consequence of the age of the digitization of healthcare?  How can we make sure we are monitoring clinician satisfaction with the technology they use every day as easily we can monitor those vital signs?   Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model.  In today’s episode, we will explore the impact the digitization of healthcare data has had on clinicians and the patients they care for with Patricia Sengstack, Chief Nursing Informatics Officer at Bon Secours Health System.  Patty also shares with us her thoughts on the HIMSS Annual Conference and its ever-evolving role in her professional life.   This Episode’s Guest:Patricia Sengstack, DNP, RN-BC, CPHIMSChief Nursing Information OfficerBon Secours Health SystemLearn more about PattyFollow Patty on Twitter: @psengstackLearn more about Bon Secours Health SystemLearn more about the SAFER Guides discussed during this episode This Episode's Promo:HIMSS17 is the meeting place for all things health IT. Experience over 300 education programs, more than 1,200 vendors, hundreds of special programs, and limitless networking opportunities. Collaborate with HIMSS and thousands of colleagues worldwide as you work to positively transform health and lives through IT.Register Today This Episode’s STEPS Categories:   This Episode’s Audience Ask:So are we setting up EHRs to be like the attic Patty described, filled with items we once thought valuable but no longer do?  Are we saving all this health data only because we can?  Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]

Never has there been a better age to be a consumer.  More efficient supply chains to move products more quickly from concept to consumption.  Recommendation engines study our previous purchases and work to predict our next interest.  Customer reviews available for products from apple corers to zebra-patterned pants.   The transformation to a consumer-centric model is one the healthcare industry continues to struggle with.  Armed with data from Dr. Google, patients walk into exam rooms ready with questions and suggestions.   Armed with connections to their clinicians through technologies like patient portals, patients communicated the questions, comments & concerns in ways not available to them a decade ago.   Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model. In today’s episode, we will explore the impact of consumerism on healthcare and patient engagmeent with Dr. Milisa Rizer, Chief Medical Information Officer for Ohio State’s Wexner Medical Center Milisa also shares with us her experiences at the HIMSS Annual Conference and how it has helped to supported her professional life.  This Episode’s Guest:Milisa Rizer, MD, MPHChief Medical Information OfficerOhio State’s Wexner Medical CenterLearn more about MilisaFollow Ohio State Medicine on Twitter: @OhioStateMedLearn more about Ohio State University's Davies Award This Episode's Promo:HIMSS17 is the meeting place for all things health IT. Experience over 300 education programs, more than 1,200 vendors, hundreds of special programs, and limitless networking opportunities. Collaborate with HIMSS and thousands of colleagues worldwide as you work to positively transform health and lives through IT.Register Today This Episode’s STEPS Categories:   This Episode’s Audience Ask:So how is cosumerism affecting the way you deliver care?  How about the way you recieve it? Send us your thoughts as a voice memo or email and we will play them on the air at the end of our next episode.   You can send your comments to [email protected]