As the healthcare industry’s largest group purchasing organization (GPO), Vizient manages more than $100 billion in spend for more than half of the nation’s acute care providers. Its members include a diverse group of large community health systems, safety net institutions, children’s hospitals, independent community hospitals and 95% of the country’s academic medical centers. This provides Vizient CEO Byron Jobe and his team exceptional visibility into the healthcare system and yields countless benefits for members of the network – especially during a national and global pandemic such as Covid-19. In this episode of Healthcare is Hard, Keith Figlioli talks to Byron about ways Vizient is using its supply-side and clinical data and leveraging the power of its network in the fight against Covid. They explore a number of issues including:Cross-Network Collaboration. While GPOs are always recognized for their purchasing power, they bring so much more to their networks. In Vizient’s case, its sheer size and reach allows it to share data, information and best practices across a broad segment of the U.S. healthcare system. Since the beginning of the pandemic, more than a thousand members have been joining weekly Vizient webinars where providers in hot spots share strategies about what’s working to fight the virus. For providers who have not yet experienced a surge, this offers an invaluable opportunity to help them prepare so they can mitigate the impact if and when a spike of cases occurs in their area.Predicting PPE Needs. There are many Covid surge calculators on the market, but unique datasets including information about social distancing at a local level enabled Vizient to build one of the most accurate. In fact, revisiting predictions from March and April showed that its models were accurate within 3-5% of actual numbers. Byron talks about how Vizient has now made this calculator available to all providers and is also adapting it to help predict future needs for PPE and other supplies as different parts of the country prepare for future outbreaks.Secrets of the Healthcare Supply Chain. Covid-19 has awaken many people to details about the supply chain they may have previously taken for granted – specifically, how much product is produced overseas and how little visibility exists. Byron talks about a Vizient “war room” that’s been running around the clock to globally source products its members need, how they’ve seen an uptick in attempted fraud, and how they vet suppliers to ensure quality, which includes having feet on the ground to inspect product around the world. He talks about how this crisis could motivate changes to the current system and what those changes might look like.The Lasting Impact of Covid. Before his role leading Vizient, Byron worked in healthcare finance roles and spent time in the healthtech startup arena. Combining his knowledge from these experiences with the unique visibility he has into the healthcare system at Vizient, he talks to Keith about the long-term impacts of Covid-19. He talks about how providers will be reevaluating capital projects over the next few years, especially those focused on building acute care facilities because of the accelerated adoption of virtual health. While providers have been preparing for virtual health for some time, he says some models predict that adoption rates at the end of this year will reach levels that had previously been predicted for four or five years down the road.To hear Byron and Keith talk about these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

Healthcare is Hard: A Podcast for Insiders

Beating Covid with the GPO Network Effect: Vizient CEO Byron Jobe Talks Data, Supply Chain Demands and Lasting Changes to the Health System

This special episode of Healthcare is Hard: A Podcast for Insiders puts listeners “in the room” for LRVHealth’s annual planning meeting where the firm and its partners from across the health system determine strategic directives for the upcoming year.But this year was much different than the past. Months of extensive planning for what is typically a two-day event in Boston was thrown completely out the window in response to the Covid-19 crisis. The event quickly became virtual, and perhaps more significantly, the content was entirely refocused to address the new realities that are changing every facet of the healthcare industry.To lead a discussion about fast-changing healthcare policy directives at a federal level, LRVHealth tapped Blair Childs who, the day before, had been at the White House discussing these very issues with the president, vice president and hospital leaders from across the country. Blair is SVP of public affairs at Premier Inc, a company that unites an alliance of 4,000 hospitals and health systems and more than 175,000 other providers and organizations. As Premier’s primary spokesperson and communications strategist in Washington, Blair serves as liaison to the U.S. Congress, White House, healthcare policymakers and other major bodies involved in healthcare policy and regulation.During his presentation for LRVHealth’s strategic partners, Blair provided a view inside the beltway and shed light on the biggest issues impacting the healthcare industry including:Rapid regulatory changes. In response to the pandemic, the federal government made about 70 different regulatory changes to make it easier for providers to care for patients. And it all happened in about a month – a remarkable pace for such change to occur. But as the public health emergency subsides, the focus will soon turn towards deciding when new regulations should be rolled back, and in many cases, whether they should be rolled back at all. Blair reviews some of the major changes that have occurred so far and offers insight into how some of them – on a range of issues from telehealth to FDA approvals – might fare into the future.Election implications and policy predictions. With the general election occurring in November and close contests that could shift power in the White House and both houses of congress, Blair offers his analysis on the different races and how they might impact the healthcare market. He reviews issues such as the shift to retail ambulatory care that has been incentivized by the realities of Covid-19 and how those changes will not be impeded by either party. And he also talks about issues that hang in the balance such as the battle between providers and payers that could swing towards collaboration with Democrats in power, or continue to rely more on market-based solutions under Republican leadership.To get an inside look at LRVHealth’s annual meeting and hear what Blair Childs shared with the firm’s strategic partners to help them plan for and adapt to major shifts occurring in Washington, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

Covid-19, Regulatory Changes and Election Implications: An Inside Look with Premier’s SVP of Public Affairs

There’s one major difference between Boston Medical Center (BMC) and the other outstanding health systems in Boston. While being a major part of a city and region that’s renowned for world-class healthcare and innovation, BMC is the safety net institution.More than half of BMC’s patients live at or below the federal poverty level, defined as annual income less than $20,000 for a family of three, and one-third of medical encounters require translator assistance of some kind. In other words, BMC is a big and divers place. And it encompasses all the pieces of the health system, from an academic medical center, to a network of community health centers, and a Medicaid insurance plan that services 400,000 people in Massachusetts and New Hampshire.With this and more in one organization, BMC essentially has one payer: Medicaid. So, to fulfill its mission of providing exceptional care without exception, BMC is constantly seeking new and innovative ways to care for the community and produce healthcare services at a price the country can afford.In this episode of Healthcare is Hard, Keith Figlioli talks to BMC’s president and CEO, Kate Walsh, to learn about how she approaches these challenges. Their conversation covers a number of topics including:Coronavirus magnifying public health necessities. During a conversation which took place just at the U.S. began to experience the spread of Covid-19, Kate shares her optimism about preparedness, especially in Massachusetts, where government, academic and health leaders have been collaborating closely. But she also talks about how the pandemic magnifies questions about where healthcare dollars are spent – more often on the episode of illness rather than maintaining the public’s health – and the need to think more comprehensively.Strength in academics. As the primary teaching affiliate for Boston University School of Medicine, Kate is extremely encouraged by hundreds of young residents who, every year, bring a drive and ambition to change the world. She also talks about how being a system rooted in academics means that major decisions are led by evidence, an approach that’s just as valuable for tackling both clinical and social challenges. She points to poverty and other social determinants and how they need the same academic focus, rigor and research. For example, one of the newest studies from BMC revealed just how difficult it is to capture the full scope of social determinants through screening.Food as medicine. BMC has been ahead of the curve in addressing the impact of food insecurity. Through a partnership with the Greater Boston Food Bank, BMC has been writing prescriptions for food for 15 years and now integrates the process directly into the clinical workflow. Prescriptions for food are included in a patient’s electronic medical record to optimize for dietary needs and, just as importantly, confirm that a patient has picked up their food. Writing a prescription for food has also removed some of the stigma of visiting a food pantry and has developed into a program that now serves 7,000 families per month.Partnering on housing. Kate jokes that the last person you want to build housing is a healthcare executive because they can’t do it for less than $1 million a bed. But with that awareness, BMC partners with the right organizations that can direct investments where they help patients most. Kate notes how this is more than simply providing a key: it’s understanding where simple rehabs can help patients safely transition home, to searching for answers about how people fell into homelessness in order to help them get out.To hear Kate and Keith talk about these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

The Critical Role of Safety Net Health Systems with Boston Medical Center CEO, Kate Walsh

Dan Michelson’s recap of the JP Morgan Healthcare Conference in Becker’s Hospital Review has become a must-read over the past few years – whether you attend the conferences or not. Dan’s organization, Strata Decision Technology, works with more than 1,000 hospitals from hundreds of health systems on their financial planning, analytics and performance. And as CEO, he has a unique view across systems that allows him to neatly unpack and bring clarity to the various sessions and conversations that occur throughout the JPM conference.Dan’s insight is especially welcome when it comes to the conversations that happen in the secluded confines of the thirty-second floor of the Westin St. Francis Hotel during JPM week. That’s where dozens of CEOs and CFOs from the nation’s largest health systems gather to hear presentations from their peers about high-level strategies in this rapidly changing market. If you’ve read Dan’s articles and wondered how he got started writing them, or if you’ve wanted to hear directly from him with more context on his thoughts, here is your chance. In this episode of Healthcare is Hard, Keith Figlioli’s conversation with Dan brings his JPM recap to life. This year, based on all the provider presentations and many one-on-one conversations, Dan outlines the 10 questions that health systems should be asking and answering to guide the future of their organizations. He and Keith take a deep dive into these questions, discussing topics including:Performance. Looking at whether a leadership team should spend their time focusing on performance or building a budget is one of the important questions Dan outlines for health systems. He explains the choices systems have in more detail, using OSF Healthcare as an example. The Peoria, Illinois-based provider shifted away from traditional budgeting processes in favor of a rolling approach and according to Dan, saved 20,000 hours of leadership time and more than $1 million in spend.Market share. Dan says providers need to change their mindset and think differently about how they define market share as healthcare evolves. In addition to the “share of cup” analogy Dan explained in his written recap, he talks about his experience hearing Walmart’s head of healthcare discuss the retail behemoth’s view of the market. While providers believe they own the patient relationship, he points out how only half of Americans say they have a primary care provider and among the other half, two-thirds haven’t visited their primary care provider in years. With that data, what does Walmart have to say about the market and the patient-provider relationship? “Alright, we’ll take the other 84%.”The “other five” questions. While Dan’s article framed the ten questions providers should be asking, Keith calls him to task for adding another five at the end of the piece without full explanations. Dan says his point is that the ten specific questions health systems are asking themselves doesn’t really matter; what really matters is that they’re asking tough questions like these at the executive level. However, he explains why he thinks questions about affordability are the ones that leave health systems most exposed right now. To hear Dan and Keith’s conversation, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

JP Morgan Healthcare Recap: Live with Dan Michelson, CEO at Strata Decision Technology

In 1856, the Sisters of Providence began establishing hospitals, schools and orphanages across the Northwest, and that humble beginning planted the seed of what is now one of the largest and most innovative health systems in the country. Providence brings together more than 119,000 caregivers across seven states, 51 hospitals, 829 physician clinics, and many other health and educational services.Being headquartered outside Seattle – with the access to tech talent that location affords – is just one element that has allowed Providence to flourish amid the rapidly shifting healthcare landscape and the pervasiveness of digital transformation. The organization’s foresight to get ahead of this shift was honed under the leadership of Dr. Rod Hochman as CEO and extended through a number of strategic hires, including the addition of former Amazon executive Aaron Martin as Chief Digital Officer.In this episode of Healthcare is Hard, Keith Figlioli talks to Rod and Aaron about the longstanding values and evolving strategies that have kept Providence at the forefront of U.S. healthcare for so long, and how they plan to build on that history. Their conversation touched upon a wide range of topics including:Partnering inside and outside the industry. As more organizations enter the healthcare market to force disruption, Rod goes beyond recognizing the potential of partnerships and points back to a document from the health system’s founding sisters that calls for seeking partnerships.He describes the document as a constitution that remains relevant today as a means to inspire the organization with the values that inspired its founding sisters nearly 175 years ago. In that spirit, Aaron describes later in the conversation how Providence works extremely closely with other health systems and has had more than 120 visit over the past two years to work collaboratively on the challenges they face.The roadmap for new entrants. Thinking back to his days at Amazon, Aaron talks about how he couldn’t imagine a conversation with Jeff Bezos suggesting an opportunity in a low-margin business that’s very complicated, fraught with legal, brand and other risk, where life and death is actually at stake. For these reasons, Aaron is doubtful that tech companies entering the market will get into care provisioning in a big and meaningful way and believes that partnerships between health systems and companies like Amazon and Microsoft will be critical.A focus on SDOH before it existed. One unique piece of trivia Rod shares about Providence involves its continued investment in areas such as housing and education. The system runs an 85-year old liberal arts college in Great Falls, Montana, a high school in Burbank, California and manages public housing for seniors and low income populations in multiple states. In other words, Providence was invested in social determinants of health long before others were thinking about them, providing a high degree of knowledge and experience to address these increasing challenges.Diversifying revenue. In the future, Providence will not be able to exist on patient care revenue alone, according to Rod. That’s why he’s set a goal to create $1 billion in revenue with a 20% EBITA from things other than patient care within the next three years. He talks about the need to become a services company in order to achieve this goal, and gives examples of what that involves.To hear Rod and Aaron talk about these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

How Does Providence Lead Healthcare Innovation After 161 Years? Hear From CEO Dr. Rod Hochman and Chief Digital Officer Aaron Martin

Dr. Kevin Tabb fell into medicine through his training as a medic in the Israel Defense Forces, and after medical school and a five year residency, he soon entered the world of healthcare IT. As president & CEO of the newly-formed Beth Israel Lahey Health system, this diverse background gives him a unique perspective to navigate the constantly-changing healthcare landscape where technology continues to play an increasing role.Dr. Tabb now has a prominent position in the greater Boston area’s storied history of driving healthcare innovation. He’s leading the region’s second-largest health system – including 4,000 physicians and 35,000 employees across academic medical centers, community, and specialty hospitals – formed by the March 2019 merger of the Beth Israel Deaconess and Lahey Health systems, along with Anna Jaques, Mount Auburn and New England Baptist Hospitals.Creating a single and cohesive point of care will be one of the most important attributes of a successful health system in the future, according to Dr. Tabb. The dynamics of delivering on this promise are especially acute as health systems across the country merge, and it’s a key focus at Beth Israel Lahey Health.During this episode of Healthcare Is Hard, recorded live on stage at the Digital Health Innovation Summit, Dr. Tabb talks to Keith Figlioli about a number of issues critical to delivering on his vision for a successful, modern health system, including:The Build vs. Buy Debate. When it comes to partnerships with new entrants in the healthcare market, new technologies, or other aspects of running a next gen health system, working with third-parties and bringing everything together makes it more difficult to create a cohesive organization. That’s why Dr. Tabb’s preference is to explore internal development first, a luxury large and growing health systems are more likely to have the resources to accomplish. But he recognizes the reality, knowing when and how to investigate if a third party brings something unique that would be too complex to develop in-house.Solutions Looking for Problems. With a background in health IT, Dr. Tabb is approached almost daily by various companies and investors and says the majority of what he sees comes from people offering niche solutions to small problems. Unless a solution is focused on the larger challenges associated with helping the different aspects of a health system come together and operate more cohesively, he’s much less likely to be interested.Evolving Access Points for Care. The way people access care is rapidly changing. Dr. Tabb compares this shift to the emergence of digital photos and Kodak’s failure to adapt because revenues from film and chemicals weren’t impacted at first. Kodak failed to realize soon enough that pictures can be made in many different ways. And to avoid a similar fate, traditional health systems need to quickly recognize the many different ways and different places care can and should be delivered. They need to adapt and deliver the seamless and unified experience that patients are starting to demand.Differences Between the U.S. and Europe. As someone who grew up in California, but served in the military, went to medical school, and did his residency in Israel, Dr. Tabb is frequently asked for his opinion on the biggest differences between U.S. and European healthcare. He points to the lack of a single system of care, and talks about how critical it is to figure out a new approach so people don’t fall through the cracks – especially when they’re sick and most vulnerable.To hear Dr. Tabb talk about these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders. 

Healthcare is Hard: Focusing On Unified Care at Beth Israel Lahey Health

The Healthcare is Hard podcast exists for a single purpose – to help listeners get inside the minds of people who understand the complexities of the health system best, and are pushing it towards change and innovation. In the past year, guests have included 5 current or former CEOs of major health systems, 2 current or former CFOs and leaders of organizations like The Health Management Academy, The Institute for Healthcare Improvement, and Premier, Inc. that are working deep inside the industry to drive change and innovation.In these far-reaching discussion with industry leaders, there were three recurring topics that stood out the most: the shift to value-based care, a growing focus on social determinants of health, and the impact of new entrants into the market.Here are a few of the highlights from the first twelve months of Healthcare is Hard that we’ve cultivated for this look back. To hear more insightful comments like this and Keith Figlioli’s takeaway’s from his many conversations, listen to the one year anniversary episode of Healthcare is Hard: A Podcast for Insiders. 

Healthcare is Hard: A Year of Learning From Industry Leaders

Atrius Health is way ahead of the curve when it comes to risk-based reimbursement models. With 715 doctors providing care to approximately 745,000 patients, Atrius Health has quickly grown to become the largest independent physician group in the northeast. But what really makes Atrius Health unique is that nearly 80% of its revenue now derives from full-risk contracts in which the organization is accountable for the quality, experience and total cost of patient care.  With value-based care (VBC) at its core, Atrius Health focuses on prevention, population health management and creating full alignment with patients and patient care needs. In this episode of Healthcare Is Hard: A Podcast for Insiders, Keith Figlioli talks to Atrius Health CEO Dr. Steven Strongwater about the challenges of moving to risk-based reimbursement, the successes Atrius Health has seen thus far, and next steps in the organization’s journey.Topics they explore include: The value of partnerships. Being a health system that is not hospital-based provides Atrius Health with a number of advantages in the way it partners with other organizations to deliver the right care. For example, Atrius Health has partnerships with numerous hospitals that include interoperability of electronic medical records to ensure that patient hand-off is extremely tight and coordinated. Among other things, this ensures that there is no waste or frustration as a result of repetitive testing while ultimately lowering cost and improving care. Balancing the books with a high level of risk-based payments. One of the main difference in the financials of a value-based organization is that it requires significant reserves to balance the difficult years, according to Dr. Strongwater. For example, there are certain trend adjustments that an organization can make from year-to-year, but there can also be years where unexpected (and expensive) medical breakthroughs, such as new drugs, are introduced. Dr. Strongwater talks about the need for good contracts, decent reserves, and situational awareness – from both an actuarial and clinical perspective – in order to successfully navigate these occurrences.   National trends between independent and owned practices. Independent physician practices are essential to the future of medicine and continue to drive transitions of change. Organizations such as Atrius Health are the ones working harder to avoid hospitalization and to always do what’s right for the patient and the total cost of care. In the process, they’re committed to addressing the country-wide epidemic of physician burnout and figuring out what’s doable for not just physicians, but nurses, nurse practitioners and others. They’re in a great position to do so because of an ecosystem that truly connects with patients – even in their home – and allows for experimentation. But as Dr. Strongwater points out, size matters and only large independent networks have the scale to experiment and the depth of resources to make changes. The driving source of change towards VBC. High-deductible health plans are deterring many Americans from going to a provider for care, but growing consumer pressure is what will ultimately push more organizations towards value-based arrangements, such as the one underway at Atrius Health. This offers the best of both worlds: helping a patient make good choices for their overall health – through preventative programs and otherwise – while driving down costs. Dr. Strongwater reiterates that value-based care isn’t about disrupting primary care, but that this model is one that should be implemented through life’s full continuum of care, from birth to death. To hear Dr. Strongwater talk about these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders

Leading the Shift Towards Value-Based Care with Atrius Health CEO Dr. Steve Strongwater

When Terry Shaw’s wife was the victim of a car accident in 2016, it completely changed his outlook on care delivery. Even as president and CEO of AdventHealth, one of the nation’s largest faith-based health systems with 50 hospitals across nine states, Terry had a difficult time navigating his wife’s recovery. He spent six months calling in favors to find the right physicians and coordinate care in the out-patient setting. And that’s with a lifetime of healthcare knowledge and the connections to match. If the road was so steep for Terry and his family, how is the average person supposed to handle similar circumstances?  That question hit home and continues to be a key catalyst for improvements in care delivery that AdventHealth is pioneering under Terry’s leadership. He understands that 95% of contact with patients takes place in the out-patient setting, but knows from first-hand experience just how disaggregated, complex, and difficult to navigate it can be for patients. In this episode of the Healthcare Is Hard: A Podcast for Insiders, Terry recounts the expansion and evolution of AdventHealth, including its growth from a $2 billion to a $12 billion system over the past 20 years. He also talks to Keith Figlioli about the initiatives underway at AdventHealth to revolutionize the future of patient care, including: ·         Reinventing the Consumer Experience – In most other industries, it’s been essential to build a business around customers, but according to Terry, healthcare is just on the cusp of being required to figure out how to design care around the consumer. This includes processes for making sure people have the right care at the right time – especially after a patient is discharged – and making out-patient care just as efficient as in-patient care. It involves rethinking the whole care process, including the social determinants of health, and putting people in the right environment so that mentally, physically, spiritually and socially they have a better opportunity in life than they had before. ·         Focusing on “Never” Events. As part of its initiative to rethink the consumer experience, AdventHealth has defined 20 “never events” – situations that it’s working hard to help patients avoid. For example, a patient should never be unable to tell how much a procedure will cost, and should never have to work hard to find care. If they want to make an appointment with their doctor, have someone come to their home, stop by a clinic, or seek care on an iPad, those events may not be traditional primary care, but should be recognized and recorded as such if it works for the individual. To support this, AdventHealth is in the process of rolling out a new app that will enable patients to text their doctor, schedule appointments, access their health records and take a number of other actions that allow them to direct their healthcare in a way that’s convenient for them. ·         Looking at Patients as More Than a Diagnoses. Do you have someone at home who loves you? Do you have a sense of peace today? Do you have a source of joy in your life? AdventHealth now asks these questions when patients enter their facilities. If the answers are not what a physician would expect to hear, they’ll work to understand what is going on and refer the patient for additional treatment, therapy and/or care. Terry talks a lot about how a person is more than the sum of their diagnoses, but rather should be looked at as a sum of their thoughts, feelings, and beliefs. As a faith-based organization, engaging patients in this way is extremely important to AdventHeal

Designing Care Around the Consumer: A Personal Journey for AdventHealth CEO, Terry Shaw

In this episode, Keith Figlioli of LRV Health sits down with Joe Randolph, president and CEO of the Innovation Institute, a highly successful joint effort between several healthcare systems in Southern California. The Innovation Institute helps hospitals look within for new ideas while creating a sustainable model for innovation by delivering key services and securing outside partnerships.

Innovation Institute CEO Joe Randolph Shares How to Build a Sustainable Model for Creating New Ideas

Hurricane Katrina was an extremely destructive and deadly storm that shut down communities along the Gulf Coast for months and even years. While the scope and scale of this catastrophe are undeniable, it also opened up doors to help move towards a system that unites social care and clinical care, allowing medical professionals to practice great medicine while also addressing the non-medical drivers of health. Dr. Karen DeSalvo was on the front lines of Katrina disaster relief and she vividly remembers these doorways opening. Delivering healthcare from atop ice chests and card tables in the streets of New Orleans, Karen came to three major realizations: 1)     As important as medicine was, there were a lot of other factors that mattered that she and other healthcare professionals had to prioritize as leaders in the community who people turned to for help.2)    The most effective moments of care delivery came when people who didn’t typically interact – nurses, social workers, pharmacists, and others – united and worked together as a well-aligned team. 3)    Health systems should be created with a community, not for a community. Instead of creating a system around buildings and doctors, it’s more important to listen to what the community and the people in it want to prioritize.

Responding to Hurricane Katrina Showed Karen DeSalvo the Role Social Determinants Play in Healthcare

Twenty years ago, no one really understood how to run an integrated health system. That’s because no executives at the time grew up in, or were trained to lead a health system. They were all trained to run hospitals. In this episode of Healthcare is Hard: A Podcast for Insiders, Keith Figlioli talks to Gary Bisbee, who cofounded the Health Management Academy to provide peer learning opportunities and guide health system executives through this new vision of healthcare.

Tapping Into The Collective Knowledge of Leading Health Systems with HMA’s Gary Bisbee

Prioritizing “Whole Person Care,” putting human relationships first and considering all dimensions of a person’s health is part of the fabric at Allina Health. As Penny Wheeler and Ric Magnuson explain on Healthcare is Hard: A Podcast for Insiders, remembering who you’re serving, why, and how you can make their lives better can produce better outcomes at a lower cost.

Hear How Allina Insiders Penny Wheeler, MD, and Ric Magnuson Prioritize “Whole Person Care”

Mark Keroack, MD, MPH, has been in and around the healthcare industry for most of his life – long before he became President and CEO of Baystate Health, a not-for-profit, integrated healthcare system that serves over 800,000 people in western New England.Most people don’t know that medicine has always been a family business for Dr. Keroack – his mother was a nurse, his father was an “old-fashioned” doctor with an office right in their home, all five Keroack brothers ended up becoming doctors, and he even met his wife in medical school.With this lifelong immersion in healthcare as a foundation, Dr. Keroack has been on the front lines of innovation and digital transformation in the industry. One example is TechSpring, The Baystate Health Technology Innovation Center, which launched under his leadership at BayState in 2014 to bridge the gap between technology innovators and healthcare professionals. As Dr. Keroack describes it, TechSpring lets entrepreneurs get behind the firewall to work with real clinical and claims data, and gives them an opportunity to work collaboratively with physicians to identify and target specific problem areas. Baystate Health is already using a number of innovations that hatched through TechSpring and a few have also gone commercial.In this episode of Healthcare is Hard: A Podcast for Insiders, Keith Figlioli talks to Dr. Keroack about the major shifts occurring in healthcare and how health systems can and are using innovation to adapt. Dr. Keroack offers his insider perspective on a wide range of topics, including:The Importance of “Disciplined Innovation” – there are a lot of ideas being explored to improve healthcare, but where most systems fall down, according to Dr. Keroack, is in their failure to focus and capitalize on the ones that are proven to work. To him, disciplined innovation means going “all in” on the proven ideas and scaling them quickly. Focusing intently on the ideas that work can also help ensure a balanced approach to managing the dichotomy between people in a healthcare organization struggling with change and those who want to adopt new processes and technology as fast as they can. One example Dr. Keroack cites is BayState’s partnership with DispatchHealth, a startup that provides an on-demand, mobile emergency room. DispatchHealth has already made 700 visits around Springfield, Massachusetts and 80 percent of them helped divert patients from making ER visits. With a net promoter score of 95 – a higher NPS than even Apple, Dr. Keroack points out – BayState is working to scale its use of DispatchHealth quickly.The Double-Edged Sword of Integrated Delivery – Private practices are becoming more and more rare, and other than boutique primary care practices in wealthy areas or more niche specialties such as ophthalmology or urology that have a better chance of surviving on their own, that trend will continue according to Dr. Keroack. Some things can get lost in this new reality, such as the entrepreneurial spirit and the intimate, personal touch you get from a small office. But there are also many positive gains. Obsessing about how to design systems of care across specialties and across regions often yields better outcomes, or at least less variable outcomes. To Dr. Keroack, this is one of the great motivations of building an integrated delivery network.   Narrowing the Gap to Consumer-Friendly, Tech-Enabled Healthcare. Productive paranoia is a good thing, and amidst new market entrants like Optum, CVS/Aetna, Walmart, Humana and others, Dr. Keroack says he wouldn’t be doing his job without it. These companies have tremendous resources and sophisticated consumer instincts and technology that they’re using to target – and become the front door to healthcare for – a narrow niche of the continuum that traditional systems manage. If they’re successful, it could 

Creating Disciplined Innovation In Healthcare with Baystate Health CEO Mark Keroack

Don Berwick and Maureen Bisognano lived and breathed different sides of the healthcare industry before starting the Institute for Healthcare Improvement (IHI) – a $60 million not-for-profit organization with 150 employees across more than 70 countries that drives results in health and healthcare improvement worldwide.What most people don’t know is that Don and Maureen hatched the idea for IHI while working together – Don as a research and quality guide physician and pediatrician, and Maureen as a nurse and hospital CEO. They would discuss each other’s work problems in-depth from very different perspectives, but in a way that helped facilitate actionable improvements.In the mid-1980s, Don, Maureen, and a larger group started meeting people from outside healthcare who understood how to improve things systematically, without having to rely on incentives. They began teaching people around them what they were learning from different industries, and quickly understood that it’s unfair to send a “changed” person back to an unchanged organization. It became quickly apparent to them that it would take a new breed of leaders, as well as people on the front lines, to create long-term change in healthcare.IHI was born with an aggressive goal, literally written on the back of an envelope. Don and Maureen set out to solve six problems in US healthcare, and engaged 2,000 hospitals and saved 100,000 lives[to date?]. With the guidance of their children who fortunately had political campaign experience, they started their own campaign to change healthcare. Originally supported by the John. A. Hartford Foundation, the IHI became a reality in 1991 – and the rest is history.In this episode of Healthcare is Hard: A Podcast for Insiders, Don and Maureen draw upon their extensive industry experience to cover a number of pressing topics with host Keith Figlioli, including: Achieving the “Triple Aim” in Healthcare – the Triple Aim is the trifecta of achieving better care for individuals, better health outcomes, and lower per capita costs. Don and Maureen saw this happening in other industries and in healthcare markets across the world. They talk about how they took this aim and created a leadership alliance within IHI where 40 organizations came together with a common goal of achieving the Triple Aim. Healthcare’s Defects in Areas that Other Industries Don’t Tolerate – among these areas are safety issues, effectiveness, reliability, patient focus, coordination, waste and delay, and most importantly, equity. Don and Maureen discuss how they understood that people were aware of this in the mid-1980s, but no one had a way to deal with it directly at the time. The Will for Change in Healthcare – who needs this inspiration and how can the will for change be built? As Maureen explains, painting the story of a patient can help build such inspiration, especially for senior-level executives who may be a little further removed. It doesn’t matter whether it’s a good or bad story; it’s about providing a background for these ideas to grow.The Next Big Things in Healthcare – telemedicine, telehealth, global budgeting, and healthcare for millennials are just some of the innovations Don and Maureen are excited about.  To hear Don Berwick and Maureen Bisognano talk about these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders. 

What Is IHI’s “Triple Aim?” Founders Don Berwick, Maureen Bisognano Lay Out Campaign for Change

Healthcare is Hard: A Podcast for Insiders views healthcare transformation through the lens of prominent leaders across the industry. Through intimate one-on-one discussions with executives, policy advisors, and other “insiders,” each episode dives deep into the pressing challenges that come with changing how we care for people. Hear the unique perspectives of these industry leaders to get a better understanding of what is happening today, the challenges across the healthcare ecosystem, and how innovation is really shaping the future of healthcare delivery.

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Healthcare is Hard: A Podcast for Insiders

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