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- Welcome everyone to the Becker's

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Healthcare podcast series.

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I'm Mariah Moham, writer

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and moderator with Becker's Healthcare.

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I'm absolutely thrilled
to have with me today Dr.

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Mazo, vice Chair for Practice

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and Clinical Affairs in the Department

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of Pediatrics at Duke Health Doctors.

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It's very nice to have
you on the podcast today

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to get us started with you mind
please introducing yourself

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and telling us a bit
about your background.

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- Well, thank you Mariah,
for the opportunity.

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Um, as you said, I am the
Vice Chair for Practice

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and Clinical Affairs in the Department

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of Pediatrics at Duke Health in, uh,

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sunny Durham, North Carolina.

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I'm a pediatric cardiologist
by training, um,

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but spend, um, the majority of my time

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as a healthcare administrator

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and leader, um, overseeing strategy

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and operations for our clinical
practice network across the,

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um, primary service area

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and across the state of North Carolina.

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- Wonderful. Thank you so much

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for giving us that background.

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So stepping into 2024, uh,
of this year, there is a lot

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of innovation taking place,

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but there are still some challenges.

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What are some of the biggest
issues you're following in

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healthcare, uh, this year?

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- So in terms of the innovations
that we're intrigued by

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and that we're following,

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I think like most other institutions,

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we're thinking about the application of

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artificial intelligence
to our clinical practice.

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We have a partnership with
Microsoft here at Duke Health

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and we're just starting to
implement some of the tools

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into practice itself.

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For example, we are, um,
opening up the chat-based tool

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that I think most people
are familiar with through

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what they've heard in the popular press.

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We're opening that up in a
way that has some guardrails

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around it so that our clinical
teams can begin to use

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those tools to enhance
or supplement their work.

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One area that we're really
interested in is the,

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the enormous volume of
patient initiated messages

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that our physicians

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and our advanced practice
providers get every day.

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Responding to those messages
is a huge effort requiring a

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significant amount of time,

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taking people away from their face-to-face

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patient work time.

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So we're utilizing these
tools to create some, uh,

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templating to create some
opportunities for people

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to generate automated messages
that still contain content

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that's relevant to the work.

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Um, so we're taking away a little bit

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of the actual investment of time

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and replacing it with a
more streamlined approach,

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which hopefully will allow
our clinical providers to do

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what they do best and that
is spend a lot of time

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face-to-face with their patients.

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- Yeah, that's great. That partnership

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with Microsoft definitely
sounds like it can improve the

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day-to-Day operations.

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What are you most excited about

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and also what is making you nervous,

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whether it's something
you're personally working on

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or something that you're
seeing in the news?

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- Something we're really
excited about is we are

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transitioning from one
technological platform to

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co a patient feedback to a new platform.

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So traditionally we've used
surveys that have gone out

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to patients, whether they've
been inpatients in our

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hospital, whether they've been in one

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of our procedural units,

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or if they've been seen
in one of our clinics.

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Traditionally, they
would get an email based

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or a traditional snail mail based survey

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to fill out one to two weeks

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after the episode of care,
which has so many disadvantages,

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not the least of which
is when the survey is

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so far removed in time from
the actual episode of care,

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there's always the, the
worry that the response

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of the survey doesn't really reflect

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what the experience was.

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And it also makes it really hard for us

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to act on those survey results.

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So we are gonna be
going to a new platform,

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it's a Qualtrics based
platform where patients

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and families will be able to
give us feedback in real time.

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So while they're in the hospital

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or while they're in the procedural suite

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or while they're in one of
our outpatient practices,

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that's gonna be able to allow us to get

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what we hope is really timely feedback

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and actionable feedback,
we'll actually be able

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to harvest those data at the point of care

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and see if we can do some
innovation, some service recovery,

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some modulation of our
offerings right at that moment,

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um, and then see if those
innovations, if those changes

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actually impact the responses that we get.

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So that's really, really exciting.

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You know, we are very
good at collecting data,

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but we don't always have
an opportunity to put

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that data into actionable form

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and this is really gonna change
the game in that respect.

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- Yeah, absolutely. It
definitely sounds like it.

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And Doctor, before I let you
go, the last thing I wanted

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to ask you is, what will the
most effective healthcare

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leaders need in order to be
successful in the next two

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to three years, would you say?

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- In the next few years,

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the most successful
leaders are gonna be those

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who can cogently, articulately,

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and accurately explain to
people the reasons behind

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what we're asking them to do every day.

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It's gonna be more than simply making a

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financial case for care.

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It's gonna be more than simply
making a connection between

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value and the delivery of care

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or the utilization of resources,

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creating value to enhance care.

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It's gonna be actually about
explaining the very basis

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of the work, giving people
a sense of inspiration,

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giving people a sense of
meaning in their work.

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The, um, generation of people

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that we're hiring today
into our clinical practices,

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physicians, advanced
practice providers, nurses,

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medical technologists.

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They're interested in the
elements of the job that most

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of us have traditionally
been interested in.

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Things like compensation and benefits

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and things of that sort.

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But they're even more
interested in many cases

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in understanding what our
organizational values are,

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how we really live out those
values in our day-to-day work,

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how we practice what we preach.

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I think young people today want

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to find meaning in the
things that they do,

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and the best leaders will be those

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who can actually show
them what that meaning is

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and show them directly how it connects

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to their day-to-day work.

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- Absolutely. Thank you so much

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for those final thoughts, doctor.

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This has definitely been an amazing

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and informative discussion.

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So again, I wanna thank you so much

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for coming on Becker's Healthcare

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and I look forward to
connecting with you again soon.

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- Thank you, Mariah. It was a pleasure.

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- It's so important for leaders
at the top of organizations

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to keep learning, stay
sharp, grow their networks,

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help our audience better do
this in a more simplified,

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personalized, and meaningful way.

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