Author Archives: Sue Schade

Be a part of the change

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I have watched with sadness, anger, and disappointment the events of the past week. Amid a public health crisis and a historic level of unemployment that are disproportionately impacting people of color we saw captured on video the death of a black man, George Floyd, at the hands of four police officers in Minneapolis.

I am a liberal white woman. I grew up in a white neighborhood in Northeast Minneapolis. As a young adult, I lived in South Minneapolis and later North Minneapolis – much more racially diverse parts of the city. My sister and brothers, nephew and nieces, and their children all still live in the Minneapolis area. My nephew has lived for over 20 years just off Lake Street in South Minneapolis where nearly every business has been damaged or destroyed in the past week. But this destruction was not limited to Lake Street which you saw on the news. It happened all over the Twin Cities area as people intent on causing trouble and more divisions scattered to set fires and smash windows. As of late Sunday night, 270 businesses had been damaged or destroyed. It broke my heart to see that beautiful, diverse city so broken. And then to see that destruction spread in other cities over the weekend.

I am old enough to remember the riots and social unrest of 1968. I came of age during the women’s movement in the late 1960’s and early 1970’s. I have been to my share of peaceful marches and protests over the decades starting with an anti-war demonstration in 1970 on the University of Minnesota campus with one of my high school teachers and several classmates. In recent years, my husband and I have showed up for women’s rights, gun control, and immigration reform.

While I have experienced sexism, I also experience white privilege. I try to understand racism and its impact on people, but I cannot fully understand what it is like to be a person of color in America.

As a citizen, it is our right to peacefully protest. Thousands of people are in the streets in every major city across this country peacefully protesting racism and police brutality. A small number of extremists are turning these protests to violence and destruction each night.

We are seeing the best and the worst in people right now. Continue reading →

Hospitals too are part of a safe reopening

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This past weekend was the unofficial beginning of summer. After 2+ months of stay at home orders and a few weeks of phased reopening depending on the state you live in, the images of large crowds packed in close and without masks at a pool in Missouri, on the boardwalk in New Jersey and at a race track in North Carolina were concerning. As I hope many others chose to do, we stayed home and had a family visit on our patio at a social distance.

We are hearing stories of super spreaders from Mother’s Day two weeks ago resulting in upticks of COVID-19 cases in many states. We see stories of a hair salon in Missouri where two stylists who were ill exposed over 140 customers. We see stories of no available ICU beds in Montgomery, Alabama where cases have reportedly doubled since that state reopened two weeks ago.

On Friday, the President ordered churches to reopen and threatened to override governors who refused to do so. Fortunately, many faith leaders acted responsibly and outlined plans for continued online or outdoor services until they are certain that they can safely reopen their doors to congregants.

News reports say the virus is still spreading at epidemic levels in 24 states and is not contained. This pandemic is not over. And it may be a long time before it is. So how do we begin to recover and safely reopen? Continue reading →

Knocking on the digital front door

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Health systems are learning many lessons during this pandemic that they will need to carry forward into the recovery and “new normal” phases. One of them may be the need for an integrated digital health strategy, and more specifically a patient focused “digital front door”. The almost overnight shift from in-person ambulatory visits to virtual visits during this pandemic highlighted the need for a more integrated approach for many health systems.

An integrated strategy for a patient centered digital front door has many components including the core website, the patient portal linked to the electronic health record, improved access and scheduling capabilities, call centers, and care delivery through virtual visits. The goal is to meet patients where they are and guide them along the right care pathway with efficient, consistent, and easy processes in the background.

However, these multiple components and functions are often led and directed in an uncoordinated manner by different senior leaders within the organization. The core website is typically owned and directed by Marketing and Communications with technical support from IT. The patient portal is often managed by the ambulatory team in IT partnering with the Chief Medical Information Officer, Ambulatory Services, and Marketing. Improved patient access and scheduling initiatives are often directed by Ambulatory Services or in an academic medical center by the Physician Practice Group leadership. The call center may be managed by Marketing or Ambulatory Services leadership. And telehealth may be provided by a specialized team either connected to or part of IT but be directed by physician leadership.

A successful patient centered digital health strategy needs to involve all these components in a coordinated, comprehensive manner. In some respects, who leads this strategic initiative does not matter. What does matter is that there is buy-in and collaboration from all leaders involved with a common overarching goal to meet patients where they are at and provide an easy, consistent experience to access services. Continue reading →

Year of the Nurse: We must support our nurses

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The first time I cried during this pandemic was March 17 when I read that in Italy people over 60 years old were being left on gurneys in the hallway to choke on their own sputum. Patients with coronavirus had

Message from Brigham and Women’s Hospital OR nurses: #StayHome

exceeded the hospitals’ capacity. I had been watching the news and stories from Italy closely in anticipation of what was going to happen in our country assuming we were just a few weeks behind them in this crisis. I cried then not only for Italy but for myself. I wondered if I was going to be one of those over 60 left to die if our hospitals were also unable to handle the potential number of very sick COVID-19 patients.

The second time I really teared up was when I thought about my daughter who is the Chief Nurse Practitioner (NP) on the inpatient orthopedic/spine service at Brigham and Women’s Faulkner Hospital in the Boston area and reassigned to work shifts in the ICU with COVID-19 patients. I feared the worst for my family. That she would get exposed and transmit it to her husband and five-year-old daughter who both have very bad asthma and are allergic to almost everything. We knew this virus was not just killing elders. People of all ages and especially those with underlying conditions were and are still at high risk.

Most of the times I have had tears since then has been watching a nurse or physician tell their story on the news. Describing what it is like to care for intubated COVID-19 patients, helping their patients’ families understand there is nothing more they can do, and sharing the fears they have for their own families when they go home from their shift. I have also cried when I see the stories of family members dying within days of each other from this virus, many of them people of color who are essential workers who can’t stay home.

I have listened to my own daughter describe the days she was assigned to work an ICU shift with COVID-19 patients. While it was not the overall intensity of what we have seen on the news in New York City hospitals, every individual case she described was just as sad and heartbreaking. And the emotional and physical toll on the nurses, doctors and respiratory therapists was obvious.

On the brighter side of this crisis, I have smiled with joy as healthcare workers in NYC celebrate the 500th or 1000th COVID-19 patient discharged from their hospital. Continue reading →

IT requests increase while budgets decrease

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As hospital systems develop their COVID-19 recovery plans, the financial impact of this pandemic is deep and far reaching. IT budgets are no exception. IT leaders are being asked to take salary cuts, furlough staff, and deal with a capital freeze for the rest of the year. This comes at a time when the demand for technology solutions is only increasing. And at a time when IT teams have performed at their peak in providing and supporting new solutions with agility and in record time.

In a recent Becker’s Hospital Review article, Hospital IT Spend Pivots to Mission Critical Projects: 7 Leaders on the Key Focus for the Next 12 Months, IT leaders covered telehealth, digital transformation, analytics, informatics, and of course the reality of cost reduction facing them and their organizations.

IT leaders have long faced the supply vs demand challenge. And they have long faced the need to reduce their budgets while meeting a growing user base and increased demand for technology solutions. The days of significant year to year budget and staff growth in IT are a distant memory.

As we look to the future after the COVID-19 recovery, some people talk about the “new normal” phase and others refer to it as the “re-imagine” phase. The latter certainly encourages us to think differently. Regardless, it will be with far less resources. So how does IT manage and ensure success in this ever more constrained environment? Continue reading →

What next for health IT?

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Two weeks ago, I wrote about looking ahead to the “new normal” post COVID-19. Since then some states have started slowly re-opening while other states are defining what their phased re-opening approach may look like. Hospitals have started to develop plans to expand their services beyond emergencies and COVID-19 patients – performing elective surgeries and opening outpatient clinics. All of this is new territory. Patient scheduling, workflow changes, and appropriate staffing and PPE to provide safe care must be accounted for and planned for very carefully. This will happen over the coming weeks and months.

Given the financial impact COVID-19 is having on healthcare systems, executives also need to be looking at how to position their organization for not just recovery but long-term success. One of the articles that I have seen on this is a white paper published by the Chartis Group – “After the Surge: Five Health System Imperatives in the Age of COVID-19”. In it they discuss how COVID-19 has fundamentally changed the care delivery landscape. They outline what they consider to be the five imperatives for future health system success:

  1. Engage consumers and other referral sources to recapture patients
  2. Fundamentally reduce the cost base
  3. Restructure the physician enterprise
  4. Transform the clinical operating model
  5. Closely evaluate partnerships, both horizontal and vertical, traditional and non-traditional

Other management consulting firms that work with healthcare providers most likely have a similar analysis and framework. Regardless what they may look like, all of these long-term efforts will require IT support. Continue reading →

Leading through a crisis

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As a leader, you are called upon to lead in good times and bad. At normal times and when there is a crisis. It may be an incident in the community with mass casualties, a natural disaster, or a widespread pandemic as we are living through. Barring any of these truly awful crisis, it might be a system failure and as an IT leader you are front and center. Whatever crisis you may face, it requires the best of your leadership skills.

Here is my list of the needed skills from my own experience and watching the best leaders in our current global crisis.

  • Communicate often to everyone involved and impacted. Be open and transparent.
  • Focus on the facts. Be explicit when you are stating opinion instead of fact.
  • Own the situation. Don’t make excuses. Take responsibility.
  • Be genuine and empathetic. Stay connected.
  • Stay calm and project calmness.
  • Be available and present. Stay close to your team. Provide the encouragement they need.
  • Listen to the input of others, especially the experts.
  • Be adaptable and ready to make quick decisions.
  • Lead by example in all you do.
  • Let your organization’s core principles guide you.
  • When you can, look ahead and past the crisis. Develop a return to normal plan
  • Capture lessons learned.
  • Express gratitude often. There are many heroes in a crisis. Find them and thank them.
  • And don’t forget to take care of yourself.

I have heard many health IT leaders describe the work they are doing in support of their hospitals during this pandemic – some common themes are being nimble, partnering closely with clinicians, staying focused, ensuring the safety of their onsite staff, being responsive with a can do attitude and providing rapid, innovative solutions. I have great respect for all of them as they navigate and lead during this unprecedented time.

Becker’s Hospital Review published a summary of advice from healthcare leaders last week titled “73 hospital leaders in 10 states hit hardest by COVID-19 offer advice to colleagues: If you do nothing else, at least do this”. Respondents are from New York, New Jersey, Massachusetts, Michigan, California, Pennsylvania, Illinois, Louisiana, Florida and Texas. The responses are organized by theme – I focused first on the leadership, communication and strategy theme. Continue reading →

Looking ahead – the “new normal” post COVID-19

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It’s hard to think about anything good coming out of this pandemic. Every story of a life lost is heartbreaking. Like you, I have shed many tears in the past month as I read and heard their stories.

And yet, it is encouraging to consider some of the positive changes we may see when we get to the other side of this crisis and are living and working in the “new normal”. We don’t yet know when that new normal time will come. But there are changes in healthcare and how we work that will hopefully be long lasting. I’m not talking about the overall healthcare system or macro societal and economic changes – I’ll leave that to others.

From a health IT lens, here’s my take on some of the positive changes:

Telehealth – There is no question that this crisis has led to a huge increase in telehealth and new use cases. Some organizations are seeing 50+ times the number of telehealth visits compared to before. With regulations relaxed and no alternative, telehealth is being used in many different scenarios. Training, broad deployment and adoption has accelerated as clinic visits are cancelled and telehealth becomes the primary means to connect with your physician. And on the frontlines of COVID-19 hospital care, leveraging it with inpatients to protect staff and reduce the amount of PPE used has also become common. We’ve reached the tipping point for telehealth and I expect we’ll see it continue to grow in the future. A recent article in NEJM Catalyst by Judd E. Hollander, MD, and Frank D. Sites, MHA, BSN, RN, titled “The Transition from Reimagining to Recreating Health Care Is Now”, covers how organizations need to look at expanded telehealth use post COVID-19.

Rapid deployment – From an IT perspective, supporting the effort to stand up a field hospital or alternate care site such as the 1000 bed Boston Hope Medical Center is like a “greenfield” hospital compared to rolling out a new EHR and the associated infrastructure at an existing hospital. What lessons can be learned and applied from these rapid deployments when it comes to getting all hospitals in a healthcare system on a common platform? Does it have to take years?

Interoperability – I use this term loosely here. New York considers all hospitals statewide as one system to share resources and staff. The Hospital for Special Surgery (HSS) in New York City quickly transitioned from an orthopedic only hospital to take other surgical cases and COVID-19 patients, credentialing physicians and providing access to systems. While state and regional Health Information Exchanges (HIEs) have varied in their successes over the years and physician credentialing is one of the slowest and most tedious administrative processes in healthcare, it gives me hope to see how effectively and quickly hospitals are working together in a time of crisis.

Workflow changes – With EHR systems it can often take weeks or months to identify requirements, reach consensus, make the changes, test, train, and implement. Those changes are now measured in hours or days if it’s needed for COVID-19. IT teams and their clinical partners should ask what processes can be streamlined when we are in the new normal. Continue reading →

Gratitude at a difficult time

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As the weeks of staying at home roll into months, I have nothing to complain about. We can do this. We have to do this. As some of the toughest weeks are yet to come, it is a good time to practice both positivity and gratitude. What I’m grateful for:

A child’s sidewalk art found on recent dog walk.

  • The doctors and nurses on the front line fighting this invisible virus, risking exposure themselves while caring with compassion for their patients.
  • The healthcare staff throughout our hospitals who support those clinicians.
  • The workers at every step of the food supply chain.
  • The truck drivers and delivery drivers moving needed goods.
  • The police and fire departments and other city workers keeping us safe.
  • The health experts who are telling it like it is.
  • The researchers and scientists who are working hard on testing, treatments and a vaccine.
  • The government officials who are leading based on facts and protecting their citizens.
  • The manufacturers who have pivoted to make needed supplies for our hospitals.
  • The health technology companies rolling out solutions for hospitals to manage during this crisis.
  • The journalists who are keeping us informed and searching for truth.
  • The technology and infrastructure that allows us to work from home and stay virtually connected.

And on the personal front, I’m grateful that:

  • I can stay connected virtually with my family and friends
  • I have a daughter who lives close enough to help do grocery delivery, so we only have to go out to walk the dogs and get exercise
  • My soulmate, Tom, and I will celebrate 44 years of marriage this week. I wouldn’t want to be staying at home with anyone else!

The growing number of COVID-19 cases and deaths is truly numbing. It makes us want to turn the news off. But remember that each of them is a person, with a family and a story.

May you find much to be grateful for as together we get through this crisis and do your part to flatten the curve.

How daily life has changed

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Whether you live in a state with strict stay at home orders from your governor or are still going about your life with few adjustments other than social distancing and more frequent hand washing, your life has changed.

You may be an essential worker reporting to your workplace each day or adapting the best you can to working from home or fearing a layoff or already out of a job at this point.

You may have elder parents living with you or other family members with health issues that make them high risk.

Regardless, your life has changed. The fears, uncertainty, anger, sadness, exhaustion, confusion, and so many other emotions and feelings are real. We all have them.

Self-care is important for all of us. As a CIO/CMIO colleague keeps telling his team, it’s a marathon not a sprint. The image I used this week is one of my favorites shared on Facebook by Brooke Anderson, a photographer in California. It’s a good reminder of how we need to take care of ourselves..

Here’s what my daily life looks like now:

  • Staying at home: My husband and I haven’t been anywhere in 2 weeks except for when I picked up takeout at a local restaurant over a week ago.
  • Working from home: Splitting time between our StarBridge Advisors business and work with a health system client on a variety of projects.
  • Exercise: Walking our two little dogs and trying to get 10K steps each day keeping appropriate social distance with all the other walkers. There is a joy in seeing the spring flowers and buds on trees change each day – gives me hope!
  • Family connection: Talking to my sister in Minnesota where I grew up and where all my three siblings and their families live. Keeping in touch with my daughters and their changed lives. One daughter is a Nurse Practitioner who will soon be caring for COVID-19 patients while her husband adapts to working full-time from home and their 3 and 5-year-old kids play together. The other daughter was already working from home; her husband is adapting to working from home while their first grader is doing the eLearning school program and their 5-year-old plays.
  • Sharing resources: It’s hard to not be in the thick of it knowing what healthcare organizations are going through and how IT teams are working hard to support them. I’m channeling that energy into supporting Bill Russell and “This Week in Health IT” with a growing number of free COVID-19 resources for health IT teams.
  • Social media with a purpose: I try to share what is most informative and useful as well as positive and motivating.
  • Managing how much news I watch: On my busiest workdays I only watch at night. On more flexible days, I get snippets mid-day. In the spirit of being positive, I will say that the leadership demonstrated by New York Governor Andrew Cuomo is the leadership we need at all levels of government – fact based, informed, action oriented, and empathic.

And as the days blend together, the weekly routine now includes a couple new things. We gratefully receive grocery delivery that our nearby daughter has helped coordinate. We do a weekly family video call where the four grandkids stick their face right up to the camera and call out to their cousins then eventually go play so the six adults can talk and check in with each other. And we make a quiet moment to do Sunday online church which are YouTube messages from our ministers that we can watch anytime.

No matter what your days look like now, practice self-care. There are many resources out there to support you. The latest This Week in Health IT podcast – “Mental Wellness During Crisis” with Dana Udall PhD, Chief Clinical Officer at Ginger is definitely worth listening to.

Whatever you might fear or feel inconvenienced by during this pandemic, think about the healthcare workers who like firemen run into the burning building, not away from it. They are going to work so we can stay home. They and all the essential workers who are keeping things running are the true heroes. To them I say thank you, be safe and well. To all of you, take care of yourself and those you love. We will get through this – together.