1 00:00:00,060 --> 00:00:03,640 Would you like to exchange best practices and ideas to improve care, 2 00:00:03,790 --> 00:00:05,520 enhance operational efficiency, 3 00:00:05,580 --> 00:00:07,960 and address financial challenges with your peers? 4 00:00:08,600 --> 00:00:12,400 Becker's Healthcare is facilitating these conversations at their eighth annual 5 00:00:12,580 --> 00:00:15,240 health, it digital health and R C M meeting. 6 00:00:15,580 --> 00:00:19,560 You can check your eligibility for complimentary attendance at the link in the 7 00:00:19,560 --> 00:00:22,040 description. We are excited to welcome you in October. 8 00:00:22,990 --> 00:00:25,480 This is Laura Dedo with the Becker's Healthcare Podcast. 9 00:00:26,220 --> 00:00:28,040 I'm thrilled today to be joined by Eric Smith, 10 00:00:28,260 --> 00:00:31,800 senior Vice President and Chief Digital Officer for Memorial Herman Health 11 00:00:31,800 --> 00:00:34,360 System. Eric, it's a pleasure to have you on the podcast today. 12 00:00:35,500 --> 00:00:37,130 Laura. Thanks. We're thrilled to be here. 13 00:00:38,610 --> 00:00:40,350 Now, I know we have a lot to talk about. 14 00:00:40,350 --> 00:00:43,150 There's so many exciting things happening in healthcare in that intersection 15 00:00:43,150 --> 00:00:45,230 between healthcare and digital technology, too, 16 00:00:45,250 --> 00:00:47,950 is just accelerated so fast over the past few years. 17 00:00:48,170 --> 00:00:50,030 But before we dive into the broader questions, 18 00:00:50,410 --> 00:00:53,350 can you tell me a little bit more about yourself and your background? Sure. 19 00:00:54,360 --> 00:00:55,820 Uh, so as you mentioned, 20 00:00:55,940 --> 00:00:58,820 I serve as the Chief Digital Officer for Memorial Hermann. Uh, 21 00:00:59,200 --> 00:01:02,980 and in that role I've got responsibility for our digital experiences across our 22 00:01:02,980 --> 00:01:04,700 system, data and analytics, 23 00:01:05,120 --> 00:01:09,580 as well as our contact center experience and overall strategy. So, uh, 24 00:01:09,640 --> 00:01:13,180 in April, just celebrated my third year in healthcare overall as well as, uh, 25 00:01:13,180 --> 00:01:15,420 with Memorial Herman. So, uh, 26 00:01:15,420 --> 00:01:18,300 before that I've spent probably the majority of my career, uh, 27 00:01:18,300 --> 00:01:21,420 in financial services in, uh, technical and, uh, 28 00:01:21,420 --> 00:01:25,340 kind of digitally oriented roles. Uh, early on in my career there were, 29 00:01:25,340 --> 00:01:29,820 I was mostly technically focused and then as, um, I became more interested, 30 00:01:29,940 --> 00:01:30,180 I guess, 31 00:01:30,180 --> 00:01:33,180 in how technology could actually be leveraged to make things easier for the end 32 00:01:33,180 --> 00:01:36,340 user and the consumer. So, and having been around long enough, 33 00:01:36,500 --> 00:01:39,860 I was able to see the introduction of the web, mobile voice, 34 00:01:40,040 --> 00:01:43,060 and other really interesting capabilities. And as these things evolved, 35 00:01:43,180 --> 00:01:46,620 I shifted more of my focus on how to leverage and maximize these channels to 36 00:01:46,760 --> 00:01:50,700 really empower and bring, bring unique capabilities to the end users. So, uh, 37 00:01:50,730 --> 00:01:54,820 it's been fun to watch, uh, I guess the evolution of these capabilities, uh, 38 00:01:54,860 --> 00:01:56,900 and being able to couple that with good design and, 39 00:01:56,900 --> 00:02:00,860 and a focus on experience to really enable the consumer and love being able to 40 00:02:00,860 --> 00:02:02,340 do that, uh, in healthcare today. 41 00:02:02,480 --> 00:02:04,900 So it's been a busy three years at Memorial Hermann, 42 00:02:04,900 --> 00:02:06,100 but it's been incredibly rewarding. 43 00:02:07,960 --> 00:02:11,680 Absolutely. Wow. And what a time to join healthcare too, especially, um, 44 00:02:11,680 --> 00:02:15,000 you know, right as the pandemic was beginning, uh, 45 00:02:15,780 --> 00:02:18,720 and really getting to a space where you're making an impactful change. 46 00:02:19,300 --> 00:02:22,840 How has the EHR platform you're using evolved in the last few years, 47 00:02:23,100 --> 00:02:24,840 and where do you see that evolution heading? 48 00:02:26,560 --> 00:02:29,900 So, interesting question, interesting time, especially from Memorial Hermann. 49 00:02:30,080 --> 00:02:34,580 Uh, we've been on a journey over the past couple of years to really look at our 50 00:02:34,580 --> 00:02:37,180 current state of our ehr, what the challenges are, 51 00:02:37,240 --> 00:02:40,780 and determine what we want the future state to be knowing we really need to 52 00:02:40,780 --> 00:02:43,020 improve the experience for our providers and clinicians. 53 00:02:44,080 --> 00:02:46,980 So we've looked at how we can streamline and really standardize the experience 54 00:02:46,980 --> 00:02:50,500 across our system as a whole and, and not just in our hospitals. 55 00:02:50,520 --> 00:02:55,220 So like a lot of other systems, we've got a lot of complexity within the ehr. 56 00:02:55,270 --> 00:02:59,260 While it's all well intentioned, it provides a lot of challenges, obviously for, 57 00:02:59,360 --> 00:03:02,820 for the end user, in this case, the clinician and, and the provider. 58 00:03:03,080 --> 00:03:07,780 So we also have the complexity of having multiple EHRs across our system. So, 59 00:03:07,840 --> 00:03:08,860 and in addition to that, 60 00:03:08,860 --> 00:03:11,340 we've got multiple systems for registration and billing. 61 00:03:11,520 --> 00:03:14,620 So you can see that we just got a lot we need to go solve for. 62 00:03:14,640 --> 00:03:16,620 And with that being kind of the core, uh, 63 00:03:16,620 --> 00:03:18,980 we knew that it was important for us to go address this. 64 00:03:19,120 --> 00:03:23,220 So especially as we really think about our system's vision to create healthier 65 00:03:23,220 --> 00:03:25,940 communities now or for generations to come, uh, 66 00:03:25,940 --> 00:03:29,500 this is a journey even though it's was gonna be, uh, a challenging one, 67 00:03:29,600 --> 00:03:30,740 one that we needed to embark on. 68 00:03:30,880 --> 00:03:35,620 So we're actually underway currently to consolidate a single epic based EHR 69 00:03:35,860 --> 00:03:36,620 platform, uh, 70 00:03:36,620 --> 00:03:40,860 and in parallel really taking the opportunity to look at our processes and 71 00:03:41,180 --> 00:03:43,940 workflows, clinical and operational across our system, 72 00:03:44,250 --> 00:03:47,820 knowing that this is an opportunity for us to really rethink and, and reboot, 73 00:03:47,820 --> 00:03:48,440 if you will. 74 00:03:48,440 --> 00:03:52,660 So EHR is clearly such a core component in the healthcare ecosystem, 75 00:03:52,920 --> 00:03:56,900 and so gotta make it easier for our providers to interact with, uh, 76 00:03:56,900 --> 00:04:00,340 really surface the most important patient data that they can take action on, 77 00:04:00,520 --> 00:04:04,780 reduce their documentation burden and really allow them to do what they do best. 78 00:04:05,200 --> 00:04:05,420 Uh, 79 00:04:05,420 --> 00:04:09,020 and at the same time leveraging that data within it to really empower and enable 80 00:04:09,020 --> 00:04:12,660 the patient, uh, and, and do so in a way that's digitally enabled, 81 00:04:12,660 --> 00:04:15,580 that gives them actionable steps, uh, as part of their health journey. 82 00:04:15,800 --> 00:04:20,540 So we're well into the journey now, uh, feeling good about our progress and, 83 00:04:20,540 --> 00:04:23,540 and really looking forward to achieving the goal and delivering on our vision. 84 00:04:25,390 --> 00:04:28,770 That's amazing to hear, and I love to hear talking about, um, 85 00:04:29,030 --> 00:04:33,730 the patient experience and really how you can leverage the 86 00:04:33,730 --> 00:04:37,290 technology, uh, to improve that and, 87 00:04:37,290 --> 00:04:41,850 and give patients more control over their healthcare journeys and, and then to, 88 00:04:42,270 --> 00:04:45,570 uh, make sure that they have access to care and, 89 00:04:45,630 --> 00:04:49,090 and the care providers also, um, have a better experience. 90 00:04:49,270 --> 00:04:51,770 So that's great to hear. From your perspective, 91 00:04:52,200 --> 00:04:56,130 what capabilities are the most important for Memorial Hermann's digital platform 92 00:04:56,950 --> 00:04:59,170 and what hasn't worked out well? 93 00:05:01,140 --> 00:05:04,600 So, um, I love the word platform because I think from our perspective, 94 00:05:04,600 --> 00:05:08,240 really that platform is key. Uh, a platform gives you, you know, 95 00:05:08,240 --> 00:05:10,880 by definition will give you flexibility and extensibility. 96 00:05:11,100 --> 00:05:13,080 And I guess the way I typically, 97 00:05:13,080 --> 00:05:16,600 the analogy I use is it gives you a set of building blocks that you can assemble 98 00:05:16,650 --> 00:05:20,080 based off of the need that you need to go solve. So, you know, 99 00:05:20,080 --> 00:05:23,240 when I look across the ecosystem of what's out there today, 100 00:05:23,240 --> 00:05:26,720 there's a lot of well-intentioned point solutions that solve for very specific 101 00:05:26,870 --> 00:05:30,120 need. But as we look at it internally, you know, 102 00:05:30,260 --> 00:05:32,120 the challenges the consumer provider, 103 00:05:32,120 --> 00:05:35,920 they don't have just a single need to need to go solve the healthcare is really, 104 00:05:36,270 --> 00:05:41,080 it's a continuum and the needs evolve and there's specific needs even down to a 105 00:05:41,080 --> 00:05:45,040 patient level. And so that platform concept really needs to, to, uh, 106 00:05:45,220 --> 00:05:49,480 to be real in order for us to be able to solve for those things. So again, 107 00:05:49,480 --> 00:05:49,720 giving, 108 00:05:49,720 --> 00:05:53,640 giving us the flexibility to meet evolving needs and really a higher level of 109 00:05:53,640 --> 00:05:55,880 integration and inter interoperability. 110 00:05:56,140 --> 00:06:00,860 So we also look for platforms that really provide consistency and tone and 111 00:06:00,860 --> 00:06:03,460 experience. I think we've all experienced, uh, 112 00:06:03,460 --> 00:06:07,460 what appears to be very disjointed experiences within digital journeys, 113 00:06:07,490 --> 00:06:08,700 even in different industries. 114 00:06:08,800 --> 00:06:12,100 And so it's really important if you want to create that high level of engagement 115 00:06:12,120 --> 00:06:15,860 to, to create a level of consistency in experience and again, in tone. 116 00:06:16,080 --> 00:06:18,940 So we also know our platforms. We want to, 117 00:06:18,960 --> 00:06:21,380 we want to use them to en enhance our, you know, 118 00:06:21,580 --> 00:06:24,740 clinical decision support capabilities, managing our, 119 00:06:24,800 --> 00:06:29,260 our population and our population health strategy using analytics and actions to 120 00:06:29,260 --> 00:06:32,700 really engage patients. And clearly they need to be secure. 121 00:06:32,700 --> 00:06:34,420 These platforms need to be secure and, 122 00:06:34,440 --> 00:06:38,300 and aligned with our privacy polys and p privacy policies and, uh, 123 00:06:38,300 --> 00:06:42,140 the regulations that exist out there. And we're also very keen to make sure, 124 00:06:42,140 --> 00:06:45,940 especially on the patient side, we take very much a mobile first mentality. Um, 125 00:06:45,940 --> 00:06:50,260 we see patients wanting to engage on mobile across other industries and, 126 00:06:50,280 --> 00:06:53,220 and other, um, capabilities they engage with. 127 00:06:53,220 --> 00:06:56,340 And so we have to take a mobile first approach as much as possible. So, 128 00:06:57,280 --> 00:06:59,940 so to the question of what's worked well, um, you know, 129 00:06:59,950 --> 00:07:03,460 we've got multiple examples of where we've been able to bring kind of these 130 00:07:03,460 --> 00:07:06,500 characteristics that I mentioned together to, to, uh, enable this. 131 00:07:07,080 --> 00:07:10,340 So as an example, we've developed a, a, uh, 132 00:07:10,410 --> 00:07:14,740 open consolidated messaging platform that gives us the opportunity to address a 133 00:07:14,740 --> 00:07:18,820 wide variety of use cases from appointment reminders, wellness visits, 134 00:07:18,890 --> 00:07:21,420 informational text location data, 135 00:07:21,960 --> 00:07:24,300 and really the ability to point patients to resources. 136 00:07:24,480 --> 00:07:28,700 So the great thing about that is that platform's also given us the ability to 137 00:07:28,830 --> 00:07:32,380 reach a broader community. So not just the folks with the latest device, 138 00:07:32,560 --> 00:07:35,820 but actually someone that has something as simple as a feature phone. 139 00:07:36,280 --> 00:07:39,380 So at our at-risk communities, um, we're able to, uh, 140 00:07:39,380 --> 00:07:41,180 provide the same level of resource to them. 141 00:07:41,400 --> 00:07:43,700 So really helping us break down that digital divide. 142 00:07:43,880 --> 00:07:48,460 So we've also created a platform that engages patients digitally in their care 143 00:07:48,460 --> 00:07:51,500 journey. So really giving them details in bite size, 144 00:07:51,520 --> 00:07:54,860 really easy to understand chunks of, of, uh, content. 145 00:07:55,560 --> 00:07:58,300 And we're able to enrich that with things like video and audio, 146 00:07:58,680 --> 00:08:00,260 so that way it's engaging to them. 147 00:08:00,960 --> 00:08:04,300 And on the backside it allows our care navigators to really track their progress 148 00:08:04,600 --> 00:08:08,700 and prioritize who they might need to reach out to based off what they're seeing 149 00:08:08,700 --> 00:08:12,140 and their, the interaction that they're having with the, with that platform. So, 150 00:08:12,800 --> 00:08:13,630 uh, it's been great. 151 00:08:13,630 --> 00:08:17,260 We've seen about a 70% engagement rate on that platform and plan to take that 152 00:08:17,260 --> 00:08:20,660 and expand that, uh, into other journeys. So, uh, 153 00:08:20,680 --> 00:08:22,980 to your question about what's not worked, um, 154 00:08:23,120 --> 00:08:25,540 one of the things that I think we've found is, um, 155 00:08:25,720 --> 00:08:30,300 our ability to actually pull detailed data and detailed metrics in the way 156 00:08:30,540 --> 00:08:34,220 consumers are interacting with some of these platforms, uh, out, uh, 157 00:08:34,220 --> 00:08:37,740 because we want to take that and understand that at a very granular level so 158 00:08:37,740 --> 00:08:41,180 that way we can really understand the consumer's behavior at the end of the day. 159 00:08:41,960 --> 00:08:45,620 And what we see is we see a lot of solutions out there that will give you a 160 00:08:45,620 --> 00:08:48,180 dashboard to go take a look at that gives you high level data, 161 00:08:48,560 --> 00:08:51,780 or they'll send you a pdf. But, uh, we've really been, uh, 162 00:08:51,780 --> 00:08:55,660 pushing hard to make sure that we have the ability to bring that data together 163 00:08:55,760 --> 00:08:56,593 in our platform, 164 00:08:56,770 --> 00:09:00,620 combine that with other information and other touch points that we know the, 165 00:09:00,620 --> 00:09:02,140 the patient, the consumer has with us. 166 00:09:02,600 --> 00:09:05,340 And that way we're able to bring that all together and really have a full 167 00:09:05,340 --> 00:09:09,100 understanding of the journey of, of the patient. So digital vendors are, 168 00:09:09,100 --> 00:09:12,180 they're evolving in this space, but, uh, we're still seeing some gaps. 169 00:09:14,730 --> 00:09:16,510 Got it. That makes a lot of sense. And you know, 170 00:09:16,510 --> 00:09:18,030 it was really helpful to know and think through. 171 00:09:18,150 --> 00:09:19,790 I can imagine over the next few years, 172 00:09:19,850 --> 00:09:23,110 the technology will just continue to evolve and, um, you know, 173 00:09:23,110 --> 00:09:27,110 really become more useful in the clinical space. From your perspective, 174 00:09:27,580 --> 00:09:31,110 what trends in healthcare are informing the way that you're using data in 175 00:09:31,110 --> 00:09:32,870 analytics, both clinically and operationally? 176 00:09:34,890 --> 00:09:35,980 Yeah, I think one of the, 177 00:09:36,040 --> 00:09:39,180 and we hear about this a lot if you go to different conferences, is it's, 178 00:09:39,290 --> 00:09:40,940 it's this concept of personalization. 179 00:09:41,400 --> 00:09:45,460 And it's personalization not just from the perspective of the way, uh, 180 00:09:45,460 --> 00:09:47,660 the experience shows up, say, on my device, 181 00:09:47,760 --> 00:09:50,300 but really even getting down to personalized medicine. 182 00:09:50,440 --> 00:09:55,300 And so really understanding me as an individual and not necessarily me as a 183 00:09:55,300 --> 00:09:58,940 cohort. So, you know, really leveraging data, leveraging, 184 00:09:58,940 --> 00:10:00,980 leveraging analytics to inform me, 185 00:10:01,050 --> 00:10:04,300 give me specific actions I need to take and when I need to take them, 186 00:10:04,640 --> 00:10:07,860 and really guiding me at the end of the day. So don't tell me what to do, 187 00:10:07,880 --> 00:10:10,700 but actually guide me through that process at the end of the day. 188 00:10:11,560 --> 00:10:14,940 So we have to leverage the data we have about them, their history, 189 00:10:15,160 --> 00:10:18,740 and that I think that gives us the ability to really kind of build out a plan to 190 00:10:18,740 --> 00:10:20,260 help them optimize their health. 191 00:10:20,400 --> 00:10:24,420 And so I think there's great opportunities to do this from the patient's 192 00:10:24,420 --> 00:10:25,040 perspective, 193 00:10:25,040 --> 00:10:29,180 but I think there's also great opportunities to help scale our providers, 194 00:10:29,180 --> 00:10:31,140 which are overworked and overburdened right now, 195 00:10:31,140 --> 00:10:34,500 and give them the tools to actually do that, to where they can set those, 196 00:10:34,830 --> 00:10:37,100 those protocols and pathways, if you will, 197 00:10:37,160 --> 00:10:41,700 and then leverage the digital channels to go actually, uh, execute those. 198 00:10:42,080 --> 00:10:43,780 So, um, 199 00:10:43,820 --> 00:10:47,420 I think operationally predictive insights and analytics is an area that we're 200 00:10:47,620 --> 00:10:48,580 focusing a lot of work on. 201 00:10:49,000 --> 00:10:52,020 So historically we've done a really great job of reporting data, 202 00:10:52,520 --> 00:10:53,740 but that's always retrospective. 203 00:10:54,000 --> 00:10:57,500 And so what we need is the ability to see forward and anticipate needs. 204 00:10:58,040 --> 00:11:01,460 So what kind of staffing do we need? What level of skills do we need, uh, 205 00:11:01,520 --> 00:11:06,020 bed and resource utilization and when and where we're likely to need specialty 206 00:11:06,020 --> 00:11:10,300 support and things along that line. So we're also looking and, 207 00:11:10,300 --> 00:11:13,300 and leveraging data analytics to really affect and enhance the patient 208 00:11:13,300 --> 00:11:17,500 experience. So understanding when and, and how we need to engage our patients. 209 00:11:18,400 --> 00:11:21,180 So we're leveraging that data and combining that with our digital experiences 210 00:11:21,360 --> 00:11:24,900 and seeing some, some really positive results. So for example, 211 00:11:25,150 --> 00:11:29,100 we're pulling and understanding the patient population that we have that's due 212 00:11:29,120 --> 00:11:33,020 for an annual wellness visit and plugging that into our digital outreach 213 00:11:33,340 --> 00:11:38,060 platform to where we're able to see, uh, without hardly any human effort, 214 00:11:38,140 --> 00:11:42,020 a 15% engagement rate and a scheduling rate for something as simple as an annual 215 00:11:42,300 --> 00:11:43,133 wellness visit. 216 00:11:43,240 --> 00:11:47,900 And we're also seeing reductions in notion rates of up to 20% for appointments, 217 00:11:48,600 --> 00:11:52,060 uh, leveraging pace reminders, all driven by engagement data, 218 00:11:52,120 --> 00:11:54,580 so we know when we need to reach out to a patient to, 219 00:11:55,000 --> 00:11:57,460 to make sure that they'll actually show up for that appointment that they've 220 00:11:57,460 --> 00:12:01,290 scheduled. So I think one other trend that we're seeing, 221 00:12:01,290 --> 00:12:05,250 and we're a very active participant in is this, this idea of being able to, 222 00:12:05,310 --> 00:12:06,490 to assemble, uh, 223 00:12:06,490 --> 00:12:10,450 all the data that we have and combine that with other health systems, uh, 224 00:12:10,450 --> 00:12:12,850 to form really large scale, uh, 225 00:12:12,850 --> 00:12:17,610 data sets that can be leveraged for research and, and other needs. So, uh, 226 00:12:17,610 --> 00:12:19,850 it's a really, it can be a really valuable platform, 227 00:12:19,940 --> 00:12:23,450 especially when you have the ability to layer tools on top of that to do some 228 00:12:23,450 --> 00:12:26,730 deep analysis and really find that ultimate needle in the haystack from a 229 00:12:26,730 --> 00:12:30,730 healthcare perspective. So, um, we're proud to be a founding, uh, 230 00:12:30,730 --> 00:12:32,610 health system partner in Reta, uh, 231 00:12:32,610 --> 00:12:36,770 which is very laser focused on really how to leverage large sets of data like 232 00:12:36,770 --> 00:12:39,050 that to save lives, uh, really, uh, and, 233 00:12:39,050 --> 00:12:43,090 and what's great about it is it's all under the guidance and, uh, management of, 234 00:12:43,090 --> 00:12:44,010 of member health systems. 235 00:12:46,870 --> 00:12:51,570 That's great to hear, and definitely just fascinating to see how Veta has, uh, 236 00:12:51,570 --> 00:12:52,570 evolved over time. 237 00:12:52,930 --> 00:12:56,330 I know very forward thinking and forward looking organization, 238 00:12:56,390 --> 00:13:01,250 and certainly I'm exciting to see, hear, experience, good results there. 239 00:13:01,830 --> 00:13:04,010 Before we wrap up our conversation, I'm wondering, Eric, 240 00:13:04,030 --> 00:13:06,690 if you could talk a little bit about what you're most excited about for the 241 00:13:06,690 --> 00:13:11,010 future. I think we've gone through a lot today, um, that, you know, is really, 242 00:13:11,670 --> 00:13:14,810 uh, helpful and interesting to hear about and a lot to be excited about, 243 00:13:14,910 --> 00:13:18,330 but where are you really seeing it as being great opportunities going forward? 244 00:13:20,310 --> 00:13:21,400 Well, I I definitely, 245 00:13:21,400 --> 00:13:24,680 completing our EHR transition is something I'm very excited about for the future 246 00:13:24,680 --> 00:13:26,600 without a doubt. That's something that, and I, 247 00:13:26,960 --> 00:13:28,440 I say that laughingly a little bit, 248 00:13:28,500 --> 00:13:32,680 but also that's really important because that, that for us will, will one, 249 00:13:32,680 --> 00:13:36,480 remove a lot of complexity that is that we have to account for behind the scenes 250 00:13:36,540 --> 00:13:40,680 and allow us to really focus on on, uh, clinical outcomes, uh, 251 00:13:40,680 --> 00:13:44,600 patient experience and those sorts of things. So I, as far as the future, 252 00:13:44,860 --> 00:13:45,480 I'm definitely, 253 00:13:45,480 --> 00:13:48,760 I continue to be very excited about this focus on the consumer at the end of the 254 00:13:48,760 --> 00:13:50,960 day, and that's, it feels like that's the buzz today, 255 00:13:51,020 --> 00:13:54,560 but I really think the opportunity is there for us to really deliver on that. 256 00:13:55,010 --> 00:13:58,160 We've clearly seen it, uh, in other industries and, 257 00:13:58,160 --> 00:14:01,240 and I know in healthcare we definitely want to improve the lives of people 258 00:14:01,240 --> 00:14:02,073 through good health. 259 00:14:02,340 --> 00:14:06,040 And I really think this focus on the consumer will make them a very active 260 00:14:06,200 --> 00:14:10,760 participant and, and create a level of engagement to be part of that. And again, 261 00:14:11,080 --> 00:14:13,800 I think we've seen multiple examples of that, uh, in, 262 00:14:13,820 --> 00:14:17,960 in other industries and how, and what the results have been and how, uh, 263 00:14:18,240 --> 00:14:20,720 consumers have taken more of an active role, uh, 264 00:14:20,720 --> 00:14:25,040 in really managing things like their finances and, and other things. So, 265 00:14:25,980 --> 00:14:29,040 uh, I think it's hard to have any kind of conversation about the future without 266 00:14:29,040 --> 00:14:32,000 talking about AI a little bit. Uh, and I don't mean that from a, 267 00:14:32,080 --> 00:14:36,640 a buzz standpoint, but I, I think also just broadly what AI can bring, uh, 268 00:14:36,640 --> 00:14:39,760 even beyond what we're seeing today. So, you know, I think I've, 269 00:14:39,790 --> 00:14:40,623 I've had this vision, 270 00:14:40,670 --> 00:14:44,880 I've talked to our team about the idea of a virtual health companion that can be 271 00:14:44,880 --> 00:14:46,080 your coach, if you will, 272 00:14:46,080 --> 00:14:48,840 and it's with you all the time and really guide you in your health journey. 273 00:14:49,660 --> 00:14:53,060 So there's a lot we still need to, to work through in that space. Um, you know, 274 00:14:53,060 --> 00:14:57,540 from making sure that the data's secure, making sure that, um, we don't, uh, 275 00:14:57,750 --> 00:15:00,100 bring biases into the experience. 276 00:15:00,680 --> 00:15:02,780 But I think the core is there to really do that. 277 00:15:02,920 --> 00:15:04,580 I'm excited about that opportunity to, 278 00:15:04,580 --> 00:15:08,540 to have somebody that understands to have a virtual thing, if you will, that, 279 00:15:08,600 --> 00:15:11,700 uh, understands me and really coaches me and guides me, uh, 280 00:15:11,900 --> 00:15:14,260 regardless of what my, uh, my health journey might be. So, 281 00:15:15,040 --> 00:15:16,260 and I think along with that, 282 00:15:16,260 --> 00:15:19,340 the ability to leverage that data that's in the E M R and the, 283 00:15:19,400 --> 00:15:23,180 the instrumentation and the informed element that comes from the provider to 284 00:15:23,180 --> 00:15:26,700 make sure that your providers very active in that, uh, in that engagement, 285 00:15:26,860 --> 00:15:30,900 I think one creates scale for them, uh, but also, um, 286 00:15:31,530 --> 00:15:35,020 enables the patient to do what they need to do and when they need to do it. 287 00:15:35,160 --> 00:15:38,460 So again, I don't think we're that far away from it, but I think it'll be, uh, 288 00:15:38,460 --> 00:15:41,020 make an incredible difference, uh, in improving healthcare at scale. 289 00:15:42,600 --> 00:15:43,740 That's amazing to hear. 290 00:15:43,980 --> 00:15:48,020 I love that turn and focus on the consumer and the patient experience. 291 00:15:48,040 --> 00:15:51,100 And then too, as you mentioned, artificial intelligence just has, um, 292 00:15:51,100 --> 00:15:55,340 such amazing opportunities as it evolves in the healthcare space. Eric, 293 00:15:55,340 --> 00:15:57,340 thank you so much for joining us on the podcast today. 294 00:15:57,340 --> 00:16:01,100 This has such fun and interesting discussion and look forward to again soon. 295 00:16:02,300 --> 00:16:04,000 Sounds good. Thanks Laura. Appreciate it. 296 00:16:08,380 --> 00:16:11,640 It is so important for leaders at the top of organizations to keep learning, 297 00:16:11,830 --> 00:16:13,560 stay sharp, grow their networks, 298 00:16:13,950 --> 00:16:17,080 help our audience better do this in a more simplified, personalized, 299 00:16:17,140 --> 00:16:20,920 and meaningful way. Becker's Healthcare has launched my bhc, 300 00:16:21,350 --> 00:16:24,480 it's your trusted Becker's healthcare experience and more with content, 301 00:16:24,480 --> 00:16:26,920 connections, events and learning opportunities. 302 00:16:27,590 --> 00:16:32,480 Join the community free of charge@www.my dot becker's hospital 303 00:16:32,480 --> 00:16:34,400 review.com and we'll see you there.