1 00:00:00,155 --> 00:00:02,525 - This is Laura Dedo with the Becker's Healthcare Podcast. 2 00:00:03,105 --> 00:00:05,165 I'm thrilled today to be joined by Linda Stevenson, 3 00:00:05,335 --> 00:00:07,285 chief Information Officer at Fisher Titus. 4 00:00:07,415 --> 00:00:09,525 Linda, it's a pleasure to have you on the podcast today. 5 00:00:10,925 --> 00:00:12,515 - Thank you for having me. It's great to be here. 6 00:00:13,715 --> 00:00:15,335 - Now I'm looking forward to our conversation 7 00:00:15,335 --> 00:00:16,775 and just really diving into more of 8 00:00:16,775 --> 00:00:19,415 what you're doing at Fisher Titus and some of the big trends 9 00:00:19,435 --> 00:00:21,175 and themes in health it right now. 10 00:00:21,315 --> 00:00:22,855 Before we dive into that discussion, 11 00:00:22,875 --> 00:00:23,975 can you tell us a little bit more 12 00:00:23,975 --> 00:00:25,255 about yourself and your background? 13 00:00:26,745 --> 00:00:29,075 - Sure. I have, uh, had the pleasure 14 00:00:29,075 --> 00:00:31,995 of being the CIO here at Fisher Titus, which is located, 15 00:00:32,015 --> 00:00:33,395 by the way, in Norwalk, Ohio. 16 00:00:33,625 --> 00:00:35,395 It's a rural healthcare organization. 17 00:00:35,985 --> 00:00:37,235 I've been here for five years 18 00:00:37,855 --> 00:00:41,915 and, uh, been in my entire career in healthcare in the 19 00:00:41,915 --> 00:00:44,915 Cleveland area at various large and small organizations. 20 00:00:45,255 --> 00:00:46,955 Really my passion lies in, 21 00:00:46,955 --> 00:00:48,595 in being in the community hospitals 22 00:00:48,615 --> 00:00:50,595 and connecting to the patients in the community. 23 00:00:50,655 --> 00:00:52,315 So, um, pretty excited 24 00:00:52,315 --> 00:00:53,635 that I get to do that here in Norwalk. 25 00:00:55,415 --> 00:00:56,895 - Absolutely. And, you know, where does 26 00:00:56,895 --> 00:00:59,295 that passion come from for community health and, 27 00:00:59,295 --> 00:01:02,535 and really being in a smaller town or providing care 28 00:01:02,595 --> 00:01:04,775 and access to the more rural communities? 29 00:01:06,425 --> 00:01:08,675 - Well, I think it's too, it's a couple things actually. 30 00:01:09,095 --> 00:01:11,795 Um, when you're at a community organization, 31 00:01:11,975 --> 00:01:13,715 you have a deeper connection 32 00:01:13,715 --> 00:01:15,195 to what's going on with the patients. 33 00:01:15,195 --> 00:01:17,395 You're there, you're on site, you see everything. 34 00:01:18,175 --> 00:01:20,235 Uh, you get involved with the community in terms 35 00:01:20,235 --> 00:01:22,475 of community events and the health of the community. 36 00:01:22,975 --> 00:01:25,075 Um, it's also the ability to make change. 37 00:01:25,395 --> 00:01:28,635 I think when you're at a smaller organization like the 38 00:01:28,635 --> 00:01:31,995 community hospitals, um, we have the ability to, 39 00:01:32,015 --> 00:01:34,595 to turn things around pretty quickly and make decisions 40 00:01:34,655 --> 00:01:38,575 and make changes as opposed to a larger organization 41 00:01:38,575 --> 00:01:39,575 where there's a lot of layers. 42 00:01:39,955 --> 00:01:42,895 And while there's sometimes more resources, it's, 43 00:01:42,895 --> 00:01:45,535 it's exciting to see how quickly we can do what we need 44 00:01:45,535 --> 00:01:47,095 to do to improve things for the patient. 45 00:01:49,185 --> 00:01:50,245 - That's such a good point, 46 00:01:50,305 --> 00:01:52,445 and definitely seems like, you know, you're able 47 00:01:52,445 --> 00:01:54,685 to do a lot there fist titis. 48 00:01:54,705 --> 00:01:57,325 So from your perspective, what are the biggest issues 49 00:01:57,325 --> 00:02:00,565 that you're following right now, um, in healthcare for 2024? 50 00:02:02,325 --> 00:02:03,825 - Oh, gosh, so many of them, 51 00:02:03,885 --> 00:02:06,385 but I would say top of mind, uh, we start 52 00:02:06,385 --> 00:02:08,025 with the challenges financially. 53 00:02:08,255 --> 00:02:11,965 It's a continued challenge for us to survive 54 00:02:12,105 --> 00:02:13,245 as a standalone, 55 00:02:13,305 --> 00:02:14,845 and we're one of the few in this area, 56 00:02:15,375 --> 00:02:20,045 standalone community hospital supporting, um, this area in 57 00:02:20,045 --> 00:02:23,125 that our reimbursements are low, the costs are high. 58 00:02:23,745 --> 00:02:26,405 Uh, it's a continued effort with every, 59 00:02:26,505 --> 00:02:28,565 or every area of the organization to try 60 00:02:28,565 --> 00:02:30,205 and find opportunities to improve that. 61 00:02:30,835 --> 00:02:33,045 It's also, um, the need 62 00:02:33,425 --> 00:02:35,845 and the challenge of finding the right roadmap 63 00:02:35,865 --> 00:02:37,805 for technology that helps our patients, 64 00:02:37,805 --> 00:02:39,285 helps our caregivers. 65 00:02:39,865 --> 00:02:43,445 Um, there's never an end to a need for more technology to do 66 00:02:43,445 --> 00:02:46,845 that, whether it's AI or other, 67 00:02:47,505 --> 00:02:50,085 and just finding the amount of resources we need to do that. 68 00:02:52,125 --> 00:02:53,685 - Absolutely. I can imagine, you know, 69 00:02:53,945 --> 00:02:56,565 as you were mentioning, sometimes the bigger health systems 70 00:02:56,625 --> 00:02:59,805 and academic centers have the resources to do, you know, 71 00:03:00,035 --> 00:03:01,565 more, um, big projects. 72 00:03:01,565 --> 00:03:02,725 But being at a a rural 73 00:03:02,745 --> 00:03:04,605 and community hospital, you know, 74 00:03:04,625 --> 00:03:07,685 it definitely takes a little bit more in order to, um, 75 00:03:07,685 --> 00:03:09,885 bring in some of the sophisticated technology. 76 00:03:10,435 --> 00:03:11,965 When you're looking at AI 77 00:03:12,065 --> 00:03:14,125 and some of the other digital transformation efforts, 78 00:03:14,585 --> 00:03:16,085 how do you prioritize 79 00:03:16,085 --> 00:03:17,965 and think through, you know, what's going 80 00:03:17,965 --> 00:03:19,685 to be most essential for me, 81 00:03:19,685 --> 00:03:23,085 especially on a potentially limited budget, um, 82 00:03:23,085 --> 00:03:24,245 from the hospital system? 83 00:03:25,945 --> 00:03:27,555 - Yeah, I work really closely 84 00:03:27,705 --> 00:03:29,395 with the leaders in the other departments. 85 00:03:29,455 --> 00:03:32,235 So being a CIO is no longer just managing a bunch 86 00:03:32,235 --> 00:03:33,715 of technology behind the scenes. 87 00:03:33,785 --> 00:03:35,035 It's, it's much more 88 00:03:35,035 --> 00:03:37,195 of a business partnership than it's ever been. 89 00:03:37,615 --> 00:03:39,395 We meet on a regular basis to say, 90 00:03:39,395 --> 00:03:40,595 what are the challenges you're having 91 00:03:40,655 --> 00:03:44,355 and what are the opportunities that I can bring a solution 92 00:03:44,655 --> 00:03:46,755 to improve for you? 93 00:03:47,415 --> 00:03:48,915 Uh, so we do a lot of that 94 00:03:48,975 --> 00:03:51,635 and then bring it all together on the roadmap to say, okay, 95 00:03:51,655 --> 00:03:54,995 across the organization, here's the resources I have 96 00:03:55,625 --> 00:03:58,715 from a people perspective, and here's how we can 97 00:03:58,735 --> 00:04:00,675 and put that roadmap together to get the, 98 00:04:00,735 --> 00:04:01,835 the biggest rocks first. 99 00:04:01,835 --> 00:04:04,475 Right? We need to solve the biggest problems first so 100 00:04:04,475 --> 00:04:08,075 that we can continue to fund other things 101 00:04:08,415 --> 00:04:09,755 and continue to improve quality. 102 00:04:10,495 --> 00:04:12,395 Uh, and you just have to wait each of those 103 00:04:12,665 --> 00:04:14,595 with the leaders coming together at the table. 104 00:04:14,735 --> 00:04:16,755 And I think that's been the beautiful thing about Fisher 105 00:04:16,995 --> 00:04:19,275 Titus is our senior leadership team works so closely 106 00:04:19,915 --> 00:04:22,555 together to align priorities across the 107 00:04:22,555 --> 00:04:23,595 board, not just for one area 108 00:04:27,475 --> 00:04:28,475 - That makes sense. 109 00:04:28,475 --> 00:04:29,605 And it, you know, it is really helpful 110 00:04:29,705 --> 00:04:30,805 and encouraging to hear. 111 00:04:31,345 --> 00:04:32,805 Um, when you look into the next year, 112 00:04:32,805 --> 00:04:35,085 what are you most excited about and what makes you nervous? 113 00:04:37,105 --> 00:04:38,475 - Well, the finances make me nervous. 114 00:04:38,815 --> 00:04:42,715 Um, but the bottom line is just trying to get, um, 115 00:04:42,895 --> 00:04:44,715 as many things automated as possible 116 00:04:44,715 --> 00:04:47,955 to reduce the burden on all of the staff is going 117 00:04:47,955 --> 00:04:51,915 to be helpful, uh, given that, uh, concern of course. 118 00:04:52,015 --> 00:04:54,235 And the next thing is the amount 119 00:04:54,255 --> 00:04:55,875 of people I have to do all those things. 120 00:04:56,055 --> 00:04:58,355 So, so that's the biggest concern. 121 00:04:59,845 --> 00:05:02,145 The biggest opportunities, I think are our ability 122 00:05:02,145 --> 00:05:04,105 to make a difference in that automation. 123 00:05:04,805 --> 00:05:06,945 Um, helping both nurses 124 00:05:07,205 --> 00:05:10,125 and our revenue cycle ease their 125 00:05:10,125 --> 00:05:11,285 burden and the work that can be done. 126 00:05:11,985 --> 00:05:13,285 And then also, uh, 127 00:05:13,285 --> 00:05:15,245 the digital transformation with our patients. 128 00:05:15,245 --> 00:05:16,405 Putting the patient at the center, 129 00:05:17,405 --> 00:05:20,845 allowing our digital changes to impact the patient, 130 00:05:20,985 --> 00:05:22,405 get them more engaged in their care, 131 00:05:22,935 --> 00:05:25,405 streamline their ability to come here, 132 00:05:25,405 --> 00:05:26,605 give them great access. 133 00:05:27,485 --> 00:05:28,785 Um, I'm really excited about that. 134 00:05:31,365 --> 00:05:32,485 - Absolutely. That's great to hear. 135 00:05:32,545 --> 00:05:34,085 And certainly, you know, a lot 136 00:05:34,085 --> 00:05:36,685 to be excited about when you think through, um, 137 00:05:36,685 --> 00:05:39,325 the opportunities and how a technology can be leveraged in 138 00:05:39,325 --> 00:05:41,445 different ways and, and really automation can 139 00:05:41,445 --> 00:05:42,725 support so many different efforts. 140 00:05:43,265 --> 00:05:46,045 Um, one of the things you mentioned kind of stood out to me, 141 00:05:46,505 --> 00:05:48,445 um, in terms of looking at, you know, 142 00:05:48,625 --> 00:05:52,005 having the team in place to do what you need to do, um, 143 00:05:52,265 --> 00:05:53,765 how do you think about growing 144 00:05:53,785 --> 00:05:55,925 and developing the IT team and capabilities? 145 00:05:56,715 --> 00:05:57,925 What do you do in-house? 146 00:05:58,025 --> 00:05:59,965 Is there anything that you are outsourcing 147 00:06:00,025 --> 00:06:02,725 or partnering with others to, um, try to get done? 148 00:06:02,865 --> 00:06:04,285 Um, what's your strategy there? 149 00:06:06,715 --> 00:06:09,165 - Yeah, I think that there's a couple of things that we do. 150 00:06:09,425 --> 00:06:12,125 I'm, we have, uh, a team of only 40 people, 151 00:06:12,985 --> 00:06:15,765 and I, I, they're fabulous. 152 00:06:16,045 --> 00:06:17,565 I, you know, I encourage education. 153 00:06:17,765 --> 00:06:19,405 I encourage them to do research 154 00:06:20,065 --> 00:06:23,765 and we very rarely rely on outside resources 155 00:06:23,765 --> 00:06:28,085 because I think that my goal for them is dig in, 156 00:06:28,665 --> 00:06:30,325 do the research, figure it out, 157 00:06:30,425 --> 00:06:32,165 and then they learn by doing that. 158 00:06:32,645 --> 00:06:35,325 Actually there's some of the best resources around in terms 159 00:06:35,325 --> 00:06:38,085 of the knowledge of the system, even at the point where some 160 00:06:38,085 --> 00:06:40,085 of the vendors look to them to say, how did you do that? 161 00:06:40,085 --> 00:06:43,285 Which is awesome. Um, you have to encourage them to say, 162 00:06:43,865 --> 00:06:45,325 you know this, you can do this. 163 00:06:45,395 --> 00:06:47,125 Give them the education, give them the support. 164 00:06:47,775 --> 00:06:49,365 There are times when we need to reach out 165 00:06:49,365 --> 00:06:50,925 and do out, uh, use outside resources. 166 00:06:51,325 --> 00:06:54,045 I try not to, but we have to occasionally. 167 00:06:55,185 --> 00:06:59,065 Um, and then the other thing is, um, looking at 168 00:07:00,495 --> 00:07:02,655 training them in areas to support to, 169 00:07:02,675 --> 00:07:04,055 for cross training in areas 170 00:07:04,055 --> 00:07:05,215 that they don't normally support, 171 00:07:05,215 --> 00:07:07,335 which would makes them a more well-rounded resource. 172 00:07:09,785 --> 00:07:10,965 - Got it. That makes a lot of sense. 173 00:07:11,065 --> 00:07:13,405 And, you know, are most of them local in the community 174 00:07:13,585 --> 00:07:15,085 or have you expanded it 175 00:07:15,265 --> 00:07:17,645 and just have a more hybrid virtual team? 176 00:07:19,335 --> 00:07:20,905 - Well, yes and no. 177 00:07:21,125 --> 00:07:24,505 So we, most of our staff is remote. 178 00:07:25,165 --> 00:07:26,945 Uh, they are, well, it's a hybrid. 179 00:07:26,945 --> 00:07:28,945 They're on site about one one day a week, 180 00:07:28,945 --> 00:07:29,905 sometimes two days a week, 181 00:07:29,905 --> 00:07:31,145 depending on the type of role they have. 182 00:07:32,135 --> 00:07:35,865 They all, however, are local, not maybe local to Norwalk, 183 00:07:35,885 --> 00:07:37,465 but local to northeast Ohio. 184 00:07:38,085 --> 00:07:40,625 So they do have the ability to come on site as needed. 185 00:07:40,845 --> 00:07:42,905 But I, you know, I think it's important to give them 186 00:07:42,905 --> 00:07:46,185 that flexibility for work-life balance of, of being able 187 00:07:46,185 --> 00:07:48,625 to work in whatever environment suit them best. 188 00:07:49,245 --> 00:07:53,425 We have explored having people outside of the state and, 189 00:07:53,425 --> 00:07:55,185 and, and would, are still open to that. 190 00:07:55,515 --> 00:07:57,145 We've been blessed in that most of the, 191 00:07:57,325 --> 00:07:59,545 the opportunities have been filled with local talent. 192 00:07:59,725 --> 00:08:02,905 So it's been great. And working in a rural hospital, 193 00:08:03,405 --> 00:08:05,145 the culture is here that it's nice. 194 00:08:05,145 --> 00:08:06,305 People like to see people. 195 00:08:06,885 --> 00:08:09,985 And so having people local whenever possible is our goal. 196 00:08:11,735 --> 00:08:12,975 - I a hundred percent agree. 197 00:08:13,095 --> 00:08:15,175 I, I think that's amazing, you know, feat 198 00:08:15,175 --> 00:08:16,575 that you've been able to accomplish in terms 199 00:08:16,575 --> 00:08:19,775 of building the team that you have to really support, um, 200 00:08:19,795 --> 00:08:23,135 the hospital locally and, and, um, people by 201 00:08:23,135 --> 00:08:25,575 and large being, as you mentioned in the Ohio area, so that, 202 00:08:25,915 --> 00:08:28,135 you know, um, they're really connected it seems like, 203 00:08:28,135 --> 00:08:29,495 to the hospital and to the mission. 204 00:08:29,995 --> 00:08:32,455 Um, when you look ahead, you know, are, are there, 205 00:08:32,805 --> 00:08:36,055 what skills do you see needing your team to expand or grow 206 00:08:36,055 --> 00:08:37,495 and continue to develop, um, 207 00:08:37,495 --> 00:08:39,695 to make sure you're supporting the things like artificial 208 00:08:39,695 --> 00:08:41,295 intelligence and other, um, 209 00:08:41,645 --> 00:08:43,615 potential technologies coming into the system? 210 00:08:45,545 --> 00:08:47,515 - Yeah, I think there's a couple of areas we're working on. 211 00:08:47,665 --> 00:08:49,755 Obviously some dependency on data 212 00:08:49,755 --> 00:08:52,475 and analytics is, uh, we're really pushing for a few 213 00:08:52,475 --> 00:08:55,525 of the team to be more involved in learning data, you know, 214 00:08:55,625 --> 00:08:59,525 app applications of data scientists, um, different types 215 00:08:59,545 --> 00:09:02,125 of cloud enhanced application, things like that. 216 00:09:02,625 --> 00:09:04,605 Uh, pushing some people in that regard, 217 00:09:04,665 --> 00:09:05,845 but also some of the others. 218 00:09:06,125 --> 00:09:08,965 I think the goal is to really educate them on what it's like 219 00:09:08,965 --> 00:09:11,125 to be more of a business partner than just an analyst. 220 00:09:11,805 --> 00:09:14,205 I don't want team to be the people 221 00:09:14,305 --> 00:09:15,925 who just take tickets and requests. 222 00:09:16,005 --> 00:09:18,205 I want them to be business partners 223 00:09:18,205 --> 00:09:19,485 with the departments they support, 224 00:09:19,485 --> 00:09:22,125 where they're gonna be more proactive in reaching out 225 00:09:22,505 --> 00:09:23,965 and proposing solutions. 226 00:09:24,465 --> 00:09:25,765 So that's a little bit of work 227 00:09:25,965 --> 00:09:28,005 'cause it's a change in how they've been thinking all 228 00:09:28,185 --> 00:09:30,565 of the, all of the years they've been here, um, 229 00:09:30,565 --> 00:09:31,605 working a lot on that. 230 00:09:31,985 --> 00:09:33,965 And it's not a technical training, 231 00:09:34,185 --> 00:09:36,365 but more of a shift in thinking. 232 00:09:38,755 --> 00:09:39,765 - That makes a lot of sense. 233 00:09:39,785 --> 00:09:42,045 You know, and it's such a helpful way to think about 234 00:09:42,045 --> 00:09:43,365 that sea change of kind 235 00:09:43,365 --> 00:09:46,525 of the cultural transformation within the IT department 236 00:09:46,525 --> 00:09:48,645 and integrating that into the broader system. 237 00:09:49,355 --> 00:09:51,525 When you're looking again, um, you know, 238 00:09:51,645 --> 00:09:54,085 over the next couple years we've talked a lot about some 239 00:09:54,085 --> 00:09:56,165 of the changes that are happening in the healthcare space 240 00:09:56,165 --> 00:09:57,925 as well as what technology can bring. 241 00:09:58,545 --> 00:10:01,285 Um, what do you will most effective healthcare leaders need 242 00:10:01,285 --> 00:10:03,525 in order to be successful over the next two to three years, 243 00:10:03,695 --> 00:10:05,365 especially given some of these changes 244 00:10:05,385 --> 00:10:07,045 and capabilities that are becoming available? 245 00:10:09,085 --> 00:10:10,705 - Um, if I had to pick one thing I have, 246 00:10:10,925 --> 00:10:12,025 I'd have to say it's data. 247 00:10:12,095 --> 00:10:13,545 They need data. They need analytics 248 00:10:13,545 --> 00:10:17,225 because there is such a need to really manage 249 00:10:17,325 --> 00:10:18,665 so closely your budgets 250 00:10:18,665 --> 00:10:21,825 and your work that if they don't have the right information, 251 00:10:21,845 --> 00:10:23,145 how can they effectively do that 252 00:10:23,165 --> 00:10:24,505 and make suggestions on changes. 253 00:10:25,085 --> 00:10:27,065 So I think that is the number one thing we're spending time 254 00:10:27,325 --> 00:10:28,385 and resources on. 255 00:10:28,845 --> 00:10:31,585 And then beyond that, it's getting those same leaders, 256 00:10:31,965 --> 00:10:34,385 the education on data literacy so they can, 257 00:10:34,735 --> 00:10:36,265 they understand what they're doing. 258 00:10:38,595 --> 00:10:39,795 - Absolutely. And I can imagine 259 00:10:39,865 --> 00:10:41,155 that can't come quick enough. 260 00:10:43,485 --> 00:10:46,005 - Absolutely. - Linda, thank you so much 261 00:10:46,005 --> 00:10:47,285 for joining us on the podcast today. 262 00:10:47,285 --> 00:10:49,805 This has been such a fun and informative conversation 263 00:10:49,945 --> 00:10:51,965 and I look forward to connecting with you again soon. 264 00:10:52,615 --> 00:10:54,125 - Thank you so much for having me, 265 00:10:54,265 --> 00:10:56,165 and I look forward to future conversations. 266 00:10:57,675 --> 00:11:00,245 - It's so important for leaders at the top of organizations 267 00:11:00,265 --> 00:11:02,765 to keep learning, stay sharp, grow their networks, 268 00:11:03,155 --> 00:11:05,445 help our audience better do this in a more simplified, 269 00:11:05,445 --> 00:11:07,045 personalized, and meaningful way. 270 00:11:07,725 --> 00:11:10,365 Becker's Healthcare has launched my BHC, 271 00:11:10,835 --> 00:11:12,805 it's your trusted Becker's healthcare experience 272 00:11:12,805 --> 00:11:15,045 and more with content, connections, events 273 00:11:15,065 --> 00:11:16,085 and learning opportunities. 274 00:11:16,795 --> 00:11:17,885 Join the community free 275 00:11:17,885 --> 00:11:22,645 of charge@www.my dot becker's hospital review.com 276 00:11:22,745 --> 00:11:23,485 and we'll see you there.