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March 21: In this ViVE interview in action Join Jeffrey Sturman, CIO of Memorial Healthcare, and Joshua Titus, CEO/Founder of Gozio, as they delve into the transformative power of networking and innovation within the healthcare industry. How does embracing novel ideas and technologies promise to ease the complexities of healthcare management and patient experience? Jeff Sturman shares his insights on the imperative of thinking differently to improve healthcare workflows, leveraging technologies like CLEAR for MyChart interactions, and the potential of touchless monitoring and virtual nursing. The discussion shifts to Joshua Titus's perspective on the distinctions between consumers and patients in healthcare interactions, highlighting the importance of seamless, mobile-first experiences. But, in this digital transformation journey, how do we ensure that healthcare keeps pace with consumer expectations, drawing lessons from other industries? And as AI begins to play a more integral role, what are the implications for personalization and efficiency in patient care? Join as we unpack these critical questions, shedding light on the path to a more integrated and user-friendly healthcare future.

Transcript

This transcription is provided by artificial intelligence. We believe in technology but understand that even the smartest robots can sometimes get speech recognition wrong.

β€Š Welcome to This Week Health. My name is Bill Russell. I'm a former CIO for a 16 hospital system and creator of This Week Health, where we are dedicated to transforming healthcare, one connection at a time. Today , we have an interview in action from the 2024 conferences, the spring conferences, VIVE in LA, HIMSS in Orlando.

πŸ“ Special thanks to our sponsors, Quantum Health, Gordian, Dr. First, CDW, Gozeo Health, Artisite, and Zscaler. You can check them out on our website, thisweekhealth. com. Now, onto our interview

(Interview 1) β€Š πŸ“ we are at VIVE 2024 and I'm here with my good friend, Jeff Sturman, from Memorial. And he has all the answers to all the questions that we're going to have. I have

no answers, but I'll pretend. Alright, perfect.

First question is, there's a lot of stuff going on. You came here, with something in mind. were working on stuff. What's going on back home? What's

up? come to this thinking that you're going to get some novel idea. Huh. But there's two things. I always love the network. I love people. I love talking to people. I love hearing what they're doing.

Because, I just think we're better together. And so it's important that we learn from each other and take those stories back to our own healthcare system so that we can all get more innovative, more evolved And absolutely the network is important. The second thing is, We're all focused in healthcare on experience.

We're all focused today to make healthcare just a little bit easier. And I say it all the time. If I can just imprint on healthcare just a little bit to make the process, the workflows, the technology, to support what we all do, just make the work a little bit easier for consumers to navigate, then I think that's a win.

So I'm looking for those solutions that can really be innovative and maybe even think differently. Because, We don't think differently a lot. We think about the same. And we're still stuck in, a lot of our electronic health records, and ERP solutions, and, maybe those can actually influence the way we deliver care, and I think they can, but there's got to be some things that we can do a little bit differently to move the needle.

Leave it better than you found it one of those things. So you're here, you've come with all of that in mind. You've been around the floor now for a day. You've just came off the panel. How did the panel

go? It was great. Awesome. What was the topic? CLEAR. Like in the airport, everyone uses CLEAR.

So Memorial is an early adopter. We are starting the process by which we leverage CLEAR for MyChart password reset, MyChart activation, and check in. And I think, facial recognition, and Get away from those palm scanners and other devices. And from a

security perspective, as a security guy at Tingo, I feel like that's a good match too.

Anything else you picked up on the floor that you're like, that's really cool and interesting? You don't have to say the product name or whatever, but like, I'm totally taking this home and looking at it later.

Well, not only am I taking it home, but it's reinforcing things that we're already starting.

Some things around touchless monitoring. Some things around virtual nursing. We're putting a command center in place, for example, right now. And I know a lot of places have done that. We might be a little late to the party. We might be right in the middle of the party. Not sure. But certainly that clinical command center.

of really navigating a complex healthcare system, patient flow. Some of these technologies that we're, we've been looking at for a long time, that's really cementing in my mind how they can work. Is really valuable here. Yeah, awesome.

Okay. I have one more question. It's the interesting one fictional character any fictional character that you can have as a life coach Who would that be

and why?

So I'm a big fan of the Godfather And so I'm going to go Michael Corleone. Keep your friends close, keep your enemies closer. And I think there's a lot to be said about learning from the great organization he put together. A great organization. Yeah, we might be a little corrupt.

But, come on, you gotta give that guy credit. He took care of the way things were.

Yeah, for sure. Okay, that has to be one of the most classic answers so far. Thanks for your time. I really appreciate it.

(Transition) β€Š

β€Šhere we are from VIVE 2024 in LA and I'm joined by Joshua Titus, CEO for Gozo Health. I'm looking forward to the conversation. I'm looking forward to it as well. lot of discussion about the patient experience and engaging patients. I'm not sure if we're using consumer. consumer the right word or is patient the right word today?

We always call it religion around it, but what we've learned to speak of it is before they've come in to meet their provider, they are a consumer. They are going to search for the best care. They're going to talk to friends and family. They're in consumer mode. Once they're in those doors and they're in front of a provider or a someone who's actually taking care of them in the room they're a patient.

Absolutely. But the minute they're looking for follow up care, and they're again back to doing that search on Google or wherever, they're a consumer. It's a transition.

The interesting thing is, consumer, patient. Yeah. Sometimes that's referred to as, we want a consumer experience, we want a patient experience.

And generally, the consumer experience, we think, oh, this is the Amazon experience, yeah. Very easy. But when we get to the patient experience, it gets clunky and gnarled up. And we've struggled with that in healthcare to like, bring that seamless experience all the way across. has

been a struggle but we have some proof out there that can be done.

Now when I think about my experience coming here I opened up the Delta app, and I booked my ticket on it, and it told me that my gate had changed, and I swapped seats, and the whole thing. It's an incredibly complex system behind the scenes, but to me, that interface was very easy. Fairly seamless and simple.

And I think that in healthcare, that's a proof that it can happen. And it's certainly something that we strive towards with Guzzio, is to take a relatively complex organization and abstract it down to something that is fairly simple and straightforward that's end user's hands.

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β€Š πŸ“ πŸ“ πŸ“ Talk to me about, because it's interesting with our web traffic.

If you go back two years, a majority of our web traffic was from a desktop. Today, I would say 75 percent of our traffic is through the phone. Over the phone, yes. That change has happened tell us about Gozio and your approach Yeah, for better

or for worse, these are our problem solving companions. I saw a study recently where you're more likely to turn around and go home if you forgot your phone than if you forgot your wallet.

Wallet, yes. Yeah, and so we made the switch for better or for worse. And one thing that, coming from behind in healthcare, the good part about that is, is that we've learned, and people have been taught what to expect through all other aspects of their interface to the real world. Whether it's retail, whether it's OpenTable to grab a table, or Google Maps to find your way around.

Like, expectations are already set, so we just have to meet those expectations, not creating them. So people just want, in healthcare, the same experience they have everywhere else, in terms of how mobile should work. So we really get to cheat off of homework of a decade of experience of everybody else, and just bring healthcare up to

speed.

Yeah, I'm watching this demo behind us, and some people will be able to see this. This will be a podcast as well. But it's exactly what you think it is. Just search for the provider. You put the provider's name in Map shows up, dots on the

map. Let me grab some time on my provider's calendar. I will get turn by turn directions to his office when the time comes.

I can find some follow up care when I need to. I can save him as a favorite. I want to look at all the urgent cares near me and know what the wait times are and save my spot so there's no waiting. Just basic stuff that we can do in OpenTable and, again, other apps. We're just bringing that into the healthcare context.

But

The directions don't stop at, hey, you got to the office. Because if you get to that campus it integrates with that campus.

Remember the exact spot that you parked in.

β€Šβ€Šwhat it's like to be at one of the big campuses, right? You probably are going to have a procedure done or some test results. You're stressed. And so the fact that you're having to do this in a stressful situation, in this really complex campus, to be able to give someone a hand holding experience to their point of care and back again, it's a key component to making sure that now their full patient mode that patient mode piece is also really

smooth.

There are other, to the people who are sitting there going, well, we have this. We have MyChart. We've got this covered. We're good to go. This is much more than MyChart. One

of our clients actually had to elucidate this for me, and they did a phenomenal job, so I'm just going to repeat what they told me.

They said, essentially, the patient portal is an incredibly important part of their website. There's no way it's the whole website. There's so much more that they want to do that's specific to their catchment area, or their brand, or their system. Key component, absolutely. The entire thing, absolutely not.

On the mobile space, MyChart, absolutely phenomenal experience. MyChart does some things extremely well. It's a part of the solution. It's not the whole

thing. It wraps around MyChart?

We commonly integrate MyChart into our platform. So that you can do the things that you want to do around whatever other vendors and data sources that you have.

And, I can click on it and use face recognition, for instance, and I'm right into MyChart. And I have authenticated experience with all of, my lab results and communication with my doctors and that sort of thing. But, it's integrated into a single spot. And that's really the key.

To your clients. Do they ever go off and write their own applications that plug in?

Or do they primarily come to you and say, Hey look, we need a new feature? So

our platform is completely going, and if there was a feature that we didn't have, we will absolutely talk about us doing it for you, you doing it, or bringing a third party to code up that piece. Historically what's happened is we've just done it for them but we do have some examples where they've built out specific things for, they have a particular need that is really unique to that system, and they want that to be implemented.

So it's a mix, but the point is we're open and those things change over time. You think if you have one vendor to begin with, and we see this a lot, that vendor comes into prominence and will be the one that everyone's going to around, let's say, scheduling. And then suddenly, you have a, new sheriff in town and they come in and people want to swap.

You need to be able to do that without having to re write your app every time. So how do I do that? Our platform allows you to switch out different vendors, basically behind

the scenes. It gives that layer of abstraction that you need. It's interesting because I've talked to some CIOs who are like, Hey, I've been asked to create some distinction with our patient experience.

And this is one of the ways to do that. If today you have just that MyChart experience, there's nothing to keep the system across the street, down the road, whatever.

Starting with the download, right? I want to search for Yale to download the Yale app, right? I don't want to search for MyChart.

Yeah so Yes, you can begin to brand right off the bat with, it's their app, essentially.

Oh, interesting. So you white box.

White label, completely, 100%, yeah. So we're in 27 or so systems, each one of those would be unique to that system. You would download their app.

Well, Joshua, I can't let you get by without talking about AI.

Because, it's our duty to use the buzzwords at least once. But I am curious, because there's lot of talk about how chatbots are going to change, based on large language models and where we're going. Do you? Do you see this being place where people are going to start and have those conversations and have those discussions with the health system in general?

Absolutely,

yeah. We partnered with HIRA. We saw their demo of their chatbot, AI chatbot. It was phenomenal. 24 hours later, we'd already integrated it in and we're co presenting so the ability to give this really neat technology that by itself may not stand alone, but integrated into, look, I've got a hundred thousand users at this one system.

Let's put you in front of all of them. They were able to integrate into our platform, and the way that it works is you chat with it, tells you what you need to know, where it got that information from, so like here are the five sources that we use, and then if you need to head that way, it plugs right into our wayfinding and then off you go.

So it's mirroring that AI chatbot capability with the rest of the platform.

interesting, when I think about health, I don't want to go to Google. I'd really like to go to my local health system, or that branded, I want to have a relationship with that local health system, and it's hard.

It's not easy. And so I find, I went on a weight loss journey, and I found I went over here for one aspect, over here for another, over here for another. This integrates it, it brings it in. I'm curious you've seen survey data after, pre and post use of Gozia. We didn't

even have to do a survey.

What we saw is that we'd go into a system that had a mobile app that had a few components, but not quite enough to reach that critical mass. And the one thing that you need to We found there's no killer feature. If that feature alone is enough to get me to download and install your mobile app. But it's going to be a combination of features that suddenly you're going to reach a tipping point and the numbers go through the roof.

So very common for us to go into a system that has like, say, two users a day, literally, on a mobile application. We add the pieces that they're missing on our platform and we'll go to 10, 000 a day. So we're talking four orders of magnitude greater user engagement. Because you've, again, there's no killer feature, but we added some wayfinding.

We had to build a bit of a schedule sometimes. We did some, plug in the EHR, of

the patient portal. And you know exactly how this goes, right? So I live in Florida. Okay. And invariably you talk about golf, you talk about your community that you live in, and then you talk about your health.

And how it goes, oh, you wouldn't believe, and then you have these people demoing. It's like, oh my gosh, look, it gives me a map of the house. I could do this, I could do that. That's your

advertising right there. That builds that durable relationship with your patient. When they're in consumer mode.

Joshua, thank you for your time. Thank you for your time, appreciate it. Good talking to you.

β€Š Thanks

for listening to this Interview in Action episode. If you found value in this, share it with a peer. It's a great chance to discuss and in some cases start a mentoring relationship. One way you can support the show is to subscribe and leave us a rating. If you could do that would be great, and we want to give a big thanks to our partners who make this possible.

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