touch point podcast

TP457 — The Patient Maze: Smarter Tools, Same Old Problems

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For all the talk about digital transformation, finding a doctor is still one of healthcare’s most frustrating experiences.In this episode, hosts Chris Boyer and Reed Smith explore why access and accuracy remain elusive even as health systems roll out new self-service tools, AI agents, and “digital front door” platforms. The paradox is clear: smarter technology has not simplified the search for care—it has layered complexity on top of broken data. They discuss:

  • The Paradox of Progress – How healthcare has over-invested in interfaces and under-invested in data accuracy, creating sleek tools built on unreliable information.
  • The Consumer Has Changed, But Data Hasn’t – Why patients expect instant, personalized access yet still face outdated directories, long wait times, and opaque scheduling systems.
  • Rebuilding the Foundation – How clean provider data, interoperability, and governance must come before AI orchestration or agentic automation can truly work.

    • In the guest interview, Morgan Beschle, VP of Product at Kyruus Health, shares findings from a new 2025 study that exposes persistent provider data issues and highlights how consumers are redefining what “finding care” really means in the age of AI.


    Mentions from the Show:

    • Charted: Wait for a doctor's appointment is longer than ever

    •  CMS Contract Year 2026 Proposed Rule

    • Morgan Beschle on LinkedIn

    • Kyruus Health

    • Reed Smith on LinkedIn

    • Chris Boyer on LinkedIn

    • Chris Boyer website

    • Chris Boyer on BlueSky

    • Reed Smith on BlueSky


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