1 00:00:04,935 --> 00:00:06,985 - This is the Becker's Healthcare Podcast, created 2 00:00:06,985 --> 00:00:08,145 by the team of Becker's Healthcare, 3 00:00:08,265 --> 00:00:10,025 a multimedia company devoted to the people 4 00:00:10,045 --> 00:00:11,305 who power us healthcare. 5 00:00:11,615 --> 00:00:14,425 Four new 15 minute episodes are released daily containing 6 00:00:14,625 --> 00:00:16,385 industry news analysis and thought leadership. 7 00:00:16,385 --> 00:00:19,265 From powerful healthcare decision makers Support our show 8 00:00:19,405 --> 00:00:22,225 by leaving it a five star rating and review on Apple Podcast 9 00:00:22,445 --> 00:00:23,705 or other platforms you use. 10 00:00:23,855 --> 00:00:25,665 It's a chance to tell us what you like about the show 11 00:00:25,725 --> 00:00:26,945 and act on your feedback. 12 00:00:26,945 --> 00:00:28,905 Thanks for listening. Now here's the episode. 13 00:00:31,405 --> 00:00:33,705 - Hi, this is Kate Cruz at Becker's Healthcare Podcast. 14 00:00:34,085 --> 00:00:35,305 I'm with Sara Vay. 15 00:00:35,725 --> 00:00:36,945 Uh, to get us started, Sara, 16 00:00:37,005 --> 00:00:38,385 can you share a little bit about yourself 17 00:00:38,385 --> 00:00:39,785 and your role at your organization? 18 00:00:40,655 --> 00:00:42,665 Sure. Uh, well, it's great to be here today. 19 00:00:43,025 --> 00:00:45,505 I, um, am the Chief Digital Officer 20 00:00:45,525 --> 00:00:47,425 and the Chief Strategy Officer at Providence. 21 00:00:47,525 --> 00:00:49,585 Uh, Providence is a large, uh, 22 00:00:49,585 --> 00:00:51,585 health system based in the Western United States. 23 00:00:51,765 --> 00:00:54,785 We have 51 hospitals, over a thousand clinics, 24 00:00:55,005 --> 00:00:58,425 and we're vertically and horizontally integrated, of course. 25 00:00:58,645 --> 00:01:02,825 Um, so we cover seven states, um, from Alaska, Washington, 26 00:01:03,085 --> 00:01:06,145 Oregon, California, Texas, New Mexico, and Montana. 27 00:01:06,805 --> 00:01:09,785 And, um, in my role, I especially, um, 28 00:01:09,785 --> 00:01:11,185 from a chief digital officer perspective, 29 00:01:11,285 --> 00:01:12,985 I'm really responsible for that front end, 30 00:01:12,985 --> 00:01:16,465 that digitally enabled front end of the organization, um, so 31 00:01:16,465 --> 00:01:19,985 that we can be discoverable by the folks in our communities. 32 00:01:20,485 --> 00:01:23,025 We can get them into our system when they need care. 33 00:01:23,245 --> 00:01:27,265 We can establish long-term relationships with them and, uh, 34 00:01:27,405 --> 00:01:30,745 and sort of build that, um, build that, um, 35 00:01:31,945 --> 00:01:34,985 consumer grade experience that we're so used to in other, 36 00:01:35,165 --> 00:01:37,145 um, in other facets of our lives. 37 00:01:37,325 --> 00:01:40,985 So I have responsibility for marketing, digital experience, 38 00:01:41,205 --> 00:01:42,505 and a product development group 39 00:01:42,505 --> 00:01:44,305 where we build technology to help do that. 40 00:01:44,445 --> 00:01:46,465 You sound very busy, . Yes. 41 00:01:47,135 --> 00:01:48,505 Well, thank you for sharing. When you think 42 00:01:48,505 --> 00:01:50,265 of digital innovation in healthcare right now, 43 00:01:50,265 --> 00:01:52,065 what excites you the most and why? 44 00:01:52,985 --> 00:01:55,975 There are actually a lot of things that excite me, um, 45 00:01:56,075 --> 00:01:58,335 in digital, and it's been, you know, I've been 46 00:01:58,335 --> 00:02:00,055 with Providence for almost eight years, 47 00:02:00,395 --> 00:02:02,295 and we've gone through ups and downs. 48 00:02:02,535 --> 00:02:04,935 , I would say, uh, in terms of digital enablement 49 00:02:04,995 --> 00:02:07,455 and digital health, uh, in, in healthcare. 50 00:02:07,675 --> 00:02:10,775 Um, whether it be care delivery related 51 00:02:11,115 --> 00:02:13,375 or sort of around care delivery. 52 00:02:13,955 --> 00:02:16,135 Um, but we've gone through some ups and downs 53 00:02:16,135 --> 00:02:19,455 and I think we're, um, coming out of 2022 where there was 54 00:02:19,975 --> 00:02:23,335 a lot of pressure on health systems, uh, financially, 55 00:02:23,395 --> 00:02:24,855 you know, coming out of, uh, 56 00:02:24,955 --> 00:02:27,775 or the continuation of two plus years of covid 57 00:02:27,955 --> 00:02:29,455 and sort of the knock on effects. 58 00:02:30,075 --> 00:02:33,655 So, um, you know, last year was a difficult time this year, 59 00:02:33,655 --> 00:02:36,095 health systems are continuing to work on kind 60 00:02:36,095 --> 00:02:37,135 of the core improvement, 61 00:02:37,435 --> 00:02:41,255 but how digital supports that is, um, is really exciting. 62 00:02:41,255 --> 00:02:42,295 So some, a couple of the things 63 00:02:42,295 --> 00:02:44,495 that I'm very excited about are just sort of this notion 64 00:02:44,495 --> 00:02:47,575 of like platforms that support consumer grade experiences. 65 00:02:48,335 --> 00:02:51,175 Uh, for many years we were more in the, 66 00:02:51,215 --> 00:02:52,975 I would say like point solution land 67 00:02:52,985 --> 00:02:55,895 where there were these lots of solutions cropping up, 68 00:02:56,395 --> 00:02:59,055 but no systematic way to put them, you know, to surface them 69 00:02:59,150 --> 00:03:01,005 to users and, um, 70 00:03:01,305 --> 00:03:05,205 and to create that really great consumer grade experience. 71 00:03:05,665 --> 00:03:07,165 So those types of platforms 72 00:03:07,165 --> 00:03:08,725 that are emerging, I'm very excited about them. 73 00:03:09,145 --> 00:03:12,405 Uh, no technology conversation these days would be complete 74 00:03:12,405 --> 00:03:13,765 without talking about generative AI 75 00:03:13,765 --> 00:03:16,445 and large language models, um, in particular. 76 00:03:16,865 --> 00:03:18,405 And we've started to use them 77 00:03:18,505 --> 00:03:21,805 to support our personalization efforts to support 78 00:03:21,905 --> 00:03:23,725 how we navigate patients 79 00:03:23,745 --> 00:03:25,445 and consumers throughout our system. 80 00:03:25,905 --> 00:03:29,605 Um, in particular by understanding their intent at like a 81 00:03:29,605 --> 00:03:31,725 really deep level and then connecting 82 00:03:31,845 --> 00:03:32,885 'em with the things that they need. 83 00:03:33,025 --> 00:03:35,285 So, uh, those are two really big areas 84 00:03:35,425 --> 00:03:38,805 and I think, you know, it's kind of easy to say, hard to do, 85 00:03:39,385 --> 00:03:41,125 and we're still at the very early stages, 86 00:03:41,345 --> 00:03:43,485 but it's, um, it's a really exciting time. 87 00:03:43,675 --> 00:03:46,445 It's been really interesting to hear organizations 88 00:03:46,585 --> 00:03:49,165 and their different approaches to generative ai. 89 00:03:49,505 --> 00:03:51,285 Um, 'cause like you said, everyone's talking about it, 90 00:03:51,285 --> 00:03:55,165 but everyone has a different perspective use for it. 91 00:03:55,505 --> 00:03:56,805 Um, so thanks for sharing that. 92 00:03:57,225 --> 00:03:58,525 Um, at your organization, 93 00:03:58,595 --> 00:04:00,765 what are your top priorities for technology? 94 00:04:00,875 --> 00:04:02,685 What are big issues that you're trying to solve? 95 00:04:03,585 --> 00:04:04,765 Uh, absolutely. 96 00:04:04,785 --> 00:04:07,605 You know, I'll, I'll give you a couple different, uh, 97 00:04:07,605 --> 00:04:09,885 lenses, um, to apply to this problem. 98 00:04:10,585 --> 00:04:14,045 Uh, uh, or rather like just how you do tech enablement. 99 00:04:14,265 --> 00:04:16,525 We have a whole host of work 100 00:04:16,525 --> 00:04:18,245 that our chief information officer, 101 00:04:18,905 --> 00:04:20,445 um, owns within the system. 102 00:04:20,465 --> 00:04:23,205 And that's primarily around sort of core infrastructure. 103 00:04:23,495 --> 00:04:27,245 Think about how we partner with Microsoft around cloud, 104 00:04:27,305 --> 00:04:30,165 for instance, or our platform partners from an EMR 105 00:04:30,385 --> 00:04:33,005 or from an ERP, um, 106 00:04:33,005 --> 00:04:34,885 enterprise resource planning perspective. 107 00:04:35,505 --> 00:04:38,645 So that's a lot of work that his team does, um, 108 00:04:39,125 --> 00:04:41,165 separate from what the chief, you know, my, uh, 109 00:04:41,165 --> 00:04:42,685 digital role is focused on. 110 00:04:43,145 --> 00:04:45,805 Um, they also focus on caregiver facing. 111 00:04:45,865 --> 00:04:47,565 We call all of our employees caregivers. 112 00:04:47,565 --> 00:04:49,485 So they focus on, you know, um, 113 00:04:49,775 --> 00:04:52,605 supporting our caregivers in, uh, with technology 114 00:04:52,625 --> 00:04:56,765 to reduce burnout or to support care model redesign or, um, 115 00:04:57,185 --> 00:05:00,045 or, you know, support our core operations from a talent 116 00:05:00,045 --> 00:05:01,605 acquisition and retention standpoint. 117 00:05:01,605 --> 00:05:04,365 So there's a lot of activity happening there. 118 00:05:04,465 --> 00:05:08,165 It to modernize, um, uh, kind of 119 00:05:08,705 --> 00:05:10,125 get single platforms 120 00:05:10,305 --> 00:05:14,485 or more coherent inter um, enterprise infrastructure, 121 00:05:14,515 --> 00:05:18,765 like technical infrastructure to, um, to make our ability 122 00:05:18,825 --> 00:05:22,965 to innovate on those, um, populations like our caregivers, 123 00:05:23,275 --> 00:05:25,125 much more rapid, much more effective. 124 00:05:25,475 --> 00:05:28,925 Then the work that my team owns is really focused on, 125 00:05:28,925 --> 00:05:30,005 again, our consumers. 126 00:05:30,025 --> 00:05:34,805 So, um, so from a technical perspective, we're focused on, 127 00:05:35,285 --> 00:05:36,525 actually, let me back up and say 128 00:05:36,525 --> 00:05:37,685 what we're focused on from a business 129 00:05:37,745 --> 00:05:39,485 or from a enablement perspective, 130 00:05:39,815 --> 00:05:42,085 we're focused on, um, discovery. 131 00:05:42,505 --> 00:05:46,645 So, and in service to driving, um, new customers, 132 00:05:46,745 --> 00:05:49,925 new patients, new consumers who need care into our system. 133 00:05:50,505 --> 00:05:53,725 So, you know, uh, sort of the crude way 134 00:05:53,725 --> 00:05:55,285 of saying it is new customer acquisition. 135 00:05:55,695 --> 00:05:57,645 We're focused a lot on engagement 136 00:05:58,385 --> 00:06:02,085 and, uh, we're focused, uh, on kind of establishing 137 00:06:02,085 --> 00:06:03,685 that relationship once you've got, 138 00:06:03,685 --> 00:06:04,805 once you've earned the right, 139 00:06:05,225 --> 00:06:08,765 and that helps to drive things like, um, uh, 140 00:06:08,765 --> 00:06:10,565 long-term value capture and things like that. 141 00:06:10,665 --> 00:06:13,445 So from a, so again, we're, we're doing things like around 142 00:06:14,485 --> 00:06:16,845 identity driven engagement, which means know your user 143 00:06:17,305 --> 00:06:19,085 and then surface up, um, 144 00:06:19,145 --> 00:06:22,045 and serve up the contextually relevant 145 00:06:22,045 --> 00:06:23,525 personalized things to them. 146 00:06:24,065 --> 00:06:25,845 Um, do so in a frictionless way 147 00:06:25,985 --> 00:06:28,085 or reducing as much friction as possible. 148 00:06:28,465 --> 00:06:30,325 And then, um, use that to drive kind 149 00:06:30,325 --> 00:06:32,405 of ongoing relationships, um, 150 00:06:32,675 --> 00:06:36,285 that may not exclusively be in the, I would say, 151 00:06:36,765 --> 00:06:38,165 clinical transaction domain, 152 00:06:38,265 --> 00:06:40,205 but it helped to establish that relationship. 153 00:06:40,205 --> 00:06:41,325 Yes. So very important stuff. 154 00:06:41,865 --> 00:06:44,165 Um, what is one piece of advice you'd give 155 00:06:44,165 --> 00:06:46,645 to healthcare leaders today regarding digital innovation? 156 00:06:48,165 --> 00:06:51,295 Well, uh, , uh, as I mentioned, 157 00:06:51,315 --> 00:06:53,375 the 2022 was a really difficult year. 158 00:06:53,795 --> 00:06:58,655 And, um, I think it was also positive in that it reinforced 159 00:06:59,195 --> 00:07:01,015 the need to be focused 160 00:07:01,515 --> 00:07:03,375 and to really know what you're trying to solve for. 161 00:07:03,875 --> 00:07:08,295 Um, we, we had, um, you know, digital was a bit 162 00:07:08,295 --> 00:07:10,215 of a hot, you know, area, 163 00:07:10,435 --> 00:07:14,575 but not necessarily, um, hadn't really demonstrated value. 164 00:07:15,395 --> 00:07:19,775 And, um, we were many systems across the country 165 00:07:19,875 --> 00:07:21,255 and ourselves included, we were kind 166 00:07:21,255 --> 00:07:22,495 of dabbling in some places. 167 00:07:22,595 --> 00:07:25,215 Yep. And, um, what I learned last year, 168 00:07:25,245 --> 00:07:28,415 most importantly was focus on the core thing 169 00:07:28,415 --> 00:07:31,535 that's gonna help the core of the system survive. 170 00:07:31,535 --> 00:07:35,215 Mm-Hmm. . And, um, that's a recipe for success. 171 00:07:35,555 --> 00:07:37,935 Um, so focus, don't dabble 172 00:07:38,355 --> 00:07:40,135 and then do so in partnership with others. 173 00:07:40,445 --> 00:07:42,775 Tech enablement is, uh, very resource intensive. 174 00:07:43,435 --> 00:07:45,695 So, uh, we couldn't do, uh, a lot of the work 175 00:07:45,695 --> 00:07:49,775 that we've done without our cloud partnerships, our, um, 176 00:07:50,355 --> 00:07:52,335 our other sort of infrastructure partnerships 177 00:07:52,335 --> 00:07:54,575 that then allow us to build technology on top 178 00:07:54,575 --> 00:07:56,415 of them in a more scalable way. 179 00:07:56,525 --> 00:07:58,775 Yeah, great advice and some great points. Thank you. 180 00:07:59,275 --> 00:08:02,495 Um, could you provide examples of specific instances 181 00:08:02,505 --> 00:08:04,255 where there, where the integration 182 00:08:04,255 --> 00:08:07,495 of informatic solutions led to improved patient outcomes 183 00:08:07,595 --> 00:08:09,575 or enhanced patient provider communication? 184 00:08:10,155 --> 00:08:12,135 Uh, I have a great example on this one. 185 00:08:12,355 --> 00:08:17,215 Um, and I'll again kind of, uh, anchor it on the problem 186 00:08:17,215 --> 00:08:19,215 that we've faced, which is that over the course 187 00:08:19,235 --> 00:08:21,935 of the last almost four years now since Covid started, one 188 00:08:21,935 --> 00:08:25,775 of the things that we, um, as an industry did was 189 00:08:25,835 --> 00:08:28,055 to support getting our patients online with us. 190 00:08:28,955 --> 00:08:32,495 And, um, what that meant was we trained a lot of folks 191 00:08:32,595 --> 00:08:35,575 to use things like telehealth to message 192 00:08:35,605 --> 00:08:36,655 with their providers. 193 00:08:37,235 --> 00:08:39,215 Now, that's a good thing in some ways and in another, 194 00:08:39,315 --> 00:08:41,055 and there were unintended consequences. 195 00:08:41,355 --> 00:08:45,815 One of the unintended consequences was that we, um, uh, 196 00:08:45,955 --> 00:08:49,415 saw a huge explosion of messages being sent 197 00:08:49,415 --> 00:08:51,215 to providers in their in basket. 198 00:08:51,795 --> 00:08:54,175 The, and for folks that may not know the in provider in 199 00:08:54,175 --> 00:08:55,725 basket is like their inbox, right? 200 00:08:55,835 --> 00:08:58,605 Yeah. Um, and those messages were being generated 201 00:08:58,605 --> 00:09:00,005 by patients in the EMR. 202 00:09:00,075 --> 00:09:02,245 They would go into, in our case, MyChart, 203 00:09:02,425 --> 00:09:04,285 and they would send their provider message 204 00:09:04,455 --> 00:09:05,925 about all sorts of things. 205 00:09:05,925 --> 00:09:07,925 Some of them are clinical things, some of them are like, 206 00:09:07,965 --> 00:09:09,485 I need to reset my passwords. 207 00:09:09,485 --> 00:09:12,125 Some of them are, um, I need to, 208 00:09:12,865 --> 00:09:15,405 but check on my medication refill. 209 00:09:15,565 --> 00:09:16,565 I need to book an appointment. 210 00:09:16,625 --> 00:09:18,045 You know, all sorts of different things. 211 00:09:18,745 --> 00:09:22,965 And, um, and so, uh, what that amounted 212 00:09:22,985 --> 00:09:25,725 to was this explosion of in basket messages. 213 00:09:26,185 --> 00:09:27,605 Um, and it became very 214 00:09:27,605 --> 00:09:29,245 unsustainable for our providers, right? 215 00:09:29,245 --> 00:09:32,485 They've gotta deliver c clinical care, like then adding this 216 00:09:32,485 --> 00:09:34,805 to their plate is, um, really challenging. 217 00:09:35,425 --> 00:09:38,285 So, uh, we've viewed the problem in a couple different ways. 218 00:09:38,465 --> 00:09:40,925 Our how to tackle the problem in one way, 219 00:09:40,945 --> 00:09:44,485 you can actually support a patient in getting their question 220 00:09:44,845 --> 00:09:47,645 answered or their task completed, um, 221 00:09:47,795 --> 00:09:49,245 without them having to send a message. 222 00:09:49,945 --> 00:09:52,085 And, um, we call that message deflection. 223 00:09:52,265 --> 00:09:56,805 And what we did was we put a chat bot in front of, in, 224 00:09:56,865 --> 00:09:58,965 in MyChart, in front of our experience, 225 00:09:59,465 --> 00:10:02,885 and, um, enabled our patients if they were thinking about 226 00:10:02,885 --> 00:10:05,325 sending a message to instead converse with the chat bot. 227 00:10:05,545 --> 00:10:08,685 And the accuracy of these chat bots has gotten even better 228 00:10:09,075 --> 00:10:11,845 with LL, with LLMs, which are large language models. 229 00:10:12,345 --> 00:10:17,245 Um, and we have been able to satisfy, um, a lot 230 00:10:17,245 --> 00:10:18,285 of their requests 231 00:10:18,465 --> 00:10:20,365 or their needs without them ever having 232 00:10:20,365 --> 00:10:21,565 to send their provider a message. 233 00:10:21,905 --> 00:10:23,885 That's awesome. So that's like one 234 00:10:23,885 --> 00:10:25,245 of the things I'm most excited about. 235 00:10:25,245 --> 00:10:28,685 We've got some early results, for instance, over 20% 236 00:10:28,705 --> 00:10:31,525 of administrative messages were handled via 237 00:10:31,635 --> 00:10:33,245 this, via this mechanism. 238 00:10:33,945 --> 00:10:35,965 So, uh, so that's pretty cool. Yeah. 239 00:10:36,065 --> 00:10:39,405 And it's a really measurable benefit to the, uh, 240 00:10:39,405 --> 00:10:41,125 to our clinicians or their care team 241 00:10:41,125 --> 00:10:42,165 so they don't have to do it themselves. 242 00:10:42,165 --> 00:10:44,045 Yeah, absolutely. I can't think of anything that would 243 00:10:44,855 --> 00:10:48,805 speed up burnout much quicker than 300 plus emails a day. 244 00:10:48,875 --> 00:10:51,765 Exactly. , um, five years from now, 245 00:10:51,765 --> 00:10:54,085 what do you think will be the most significant change in 246 00:10:54,085 --> 00:10:55,725 healthcare delivery and operations, 247 00:10:56,555 --> 00:10:57,815 and how can leaders prepare? 248 00:10:59,175 --> 00:11:02,715 Um, you know, I think that, uh, the realities 249 00:11:02,715 --> 00:11:06,435 of the last couple years have sort of started to set in, in 250 00:11:06,435 --> 00:11:10,435 that, um, the importance of, uh, partnerships 251 00:11:10,735 --> 00:11:12,795 and connected ecosystems of care. 252 00:11:12,855 --> 00:11:14,795 Now those are like, that's kind of a lot of jargon, 253 00:11:14,815 --> 00:11:18,475 but really what that means is we're going to fully start 254 00:11:18,495 --> 00:11:20,435 to realize that patients 255 00:11:20,455 --> 00:11:22,755 and consumers don't just go to one place. 256 00:11:23,205 --> 00:11:24,915 We've been talking about it for a long time, 257 00:11:25,495 --> 00:11:30,075 but, um, I think we're like the, you know, um, 258 00:11:30,205 --> 00:11:33,275 we're fully actually experiencing it now and, 259 00:11:33,455 --> 00:11:35,515 and realizing its implications. 260 00:11:36,215 --> 00:11:39,355 Um, and like one of the things that we've realized is that, 261 00:11:40,575 --> 00:11:44,515 uh, consumers use about five different healthcare brands a 262 00:11:44,515 --> 00:11:46,035 year for a variety of different things. 263 00:11:46,535 --> 00:11:48,755 And they're often doing that on their own, right? 264 00:11:48,755 --> 00:11:50,155 They have to navigate it on their own. 265 00:11:50,495 --> 00:11:54,245 And so, um, engaging systematically in partnerships 266 00:11:54,275 --> 00:11:57,805 that allow all of these different brands to, um, 267 00:11:57,915 --> 00:12:00,405 benefit from working with one another in service 268 00:12:00,545 --> 00:12:03,005 to a better patient experience, I think is 269 00:12:03,005 --> 00:12:04,845 what we're gonna start seeing more and more of. 270 00:12:05,305 --> 00:12:08,805 Um, like there are a lot of other, of course, systemic 271 00:12:09,325 --> 00:12:11,525 structural challenges in the healthcare system. 272 00:12:11,595 --> 00:12:14,605 Like, for instance, how care is financed, right? 273 00:12:14,605 --> 00:12:17,125 Like that's a, that's a very difficult 274 00:12:17,825 --> 00:12:19,845 in potentially intractable problem, 275 00:12:20,345 --> 00:12:23,645 but connecting the dots, I think for patients, um, 276 00:12:23,665 --> 00:12:27,965 around common frameworks like, uh, like consumer engagement 277 00:12:27,965 --> 00:12:30,445 that's supported by single sign-on, for instance. 278 00:12:30,715 --> 00:12:32,205 Like, I think we're gonna start seeing that. 279 00:12:32,385 --> 00:12:34,725 Um, I know we are working on it actively. 280 00:12:34,785 --> 00:12:36,245 We actually just announced, um, 281 00:12:36,865 --> 00:12:39,965 our fourth incubated technology that's working on that, um, 282 00:12:40,155 --> 00:12:42,725 that notion of identity driven engagement. 283 00:12:43,065 --> 00:12:46,405 And so I think that's the biggest single biggest change 284 00:12:46,405 --> 00:12:47,525 that we'll see in the next five years. 285 00:12:47,525 --> 00:12:48,805 Yeah. That will be huge. 286 00:12:49,115 --> 00:12:50,565 Well, Sarah, Sarah, thank you 287 00:12:50,565 --> 00:12:52,125 for spending some time with me today. 288 00:12:52,145 --> 00:12:53,925 Is there anything else our listeners should know? 289 00:12:55,645 --> 00:12:58,965 I think it is a, um, we're at a time, you know, 290 00:12:58,965 --> 00:13:01,565 there's like ebbs and flows in terms of change 291 00:13:02,025 --> 00:13:05,365 and, um, movement in, um, in every industry. 292 00:13:05,365 --> 00:13:08,405 And I think we're coming up on a time where there's going 293 00:13:08,405 --> 00:13:13,365 to be a lot of change and, um, that can be both exciting 294 00:13:13,365 --> 00:13:17,405 and scary and it's really up to us to, um, uh, 295 00:13:18,555 --> 00:13:21,025 drive it in a way that's beneficial to our communities. 296 00:13:21,085 --> 00:13:22,505 So I'm really looking forward to that. 297 00:13:22,525 --> 00:13:24,225 And I think, um, you know, 298 00:13:24,225 --> 00:13:26,305 from a delivery system standpoint, 299 00:13:26,495 --> 00:13:28,345 from a technology underpinning standpoint, 300 00:13:28,405 --> 00:13:29,945 we can collectively do that. 301 00:13:30,135 --> 00:13:32,625 Awesome. Well, thank you again for all of your time, 302 00:13:32,625 --> 00:13:33,865 your insights, your advice. 303 00:13:34,125 --> 00:13:36,785 Really enjoyed it. And thank you so much. Thank you. 304 00:13:40,175 --> 00:13:42,585 - It's so important for leaders at the top of organizations 305 00:13:42,585 --> 00:13:45,385 to keep learning, stay sharp, grow their networks 306 00:13:45,725 --> 00:13:48,265 to help our audience better do this in a more simplified, 307 00:13:48,265 --> 00:13:49,945 personalized, and meaningful way. 308 00:13:50,505 --> 00:13:52,985 Becker's Healthcare has launched my bhc, 309 00:13:53,455 --> 00:13:55,465 it's your trusted Becker's healthcare experience 310 00:13:55,465 --> 00:13:57,225 and more with content, connections, 311 00:13:57,225 --> 00:13:58,665 events and learning opportunities. 312 00:13:59,295 --> 00:14:00,385 Join the community free 313 00:14:00,385 --> 00:14:05,345 of charge@www.my.hospital review.com 314 00:14:05,445 --> 00:14:06,265 and we'll see you there.