On Best Practices

It’s IT’s fault

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I was surprised to hear this from a front-line airline worker when I checked in at the gate. I probably shouldn’t have been surprised after all my years in IT. As I deplaned on the first leg of my flight, I realized canstockphoto7753679 (1) blameI didn’t have a mobile boarding pass for the second leg. I usually print my boarding passes – just seems easier to keep track of and quickly access than trying to find the specific email on my iPhone with the boarding pass link. But I had checked in for the flight from my hotel room late the previous night so opted for a mobile boarding pass.

The connection was going to be tight anyways. And then my first flight was 35 minutes late departing and I was sitting towards the back of the plane. I was connecting at O’Hare so I hustled from the H gates to the L gates fast as I could. When I got to the gate and said I didn’t have a boarding pass, the airline employee said, “it’s our IT department”. He told me how IT has some explanation about how the mobile boarding passes aren’t intended for connecting flights for security reasons. But I don’t recall any message during the online check-in saying I had to get my second boarding pass at the airport. Then he said it’s because they inherited the IT department from the other airline they had merged with.

As a healthcare customer, I’ve often heard registration clerks and other front-line workers blame “the system” for being slow or not working the way they’d expect it to. Another “it’s IT’s fault” explanation. But given I usually received my care at the provider organization where I was the CIO, what I heard was it’s my team’s fault.

After doing an IT review at a client where we talked with probably 60 leaders and staff, I saw how the “it’s IT’s fault” takes on many flavors. A sobering reminder of just how hard IT’s job really is, yet how much IT needs to listen to their customers and partner with them. Continue reading →

What’s YOUR personal brand?

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We all have a professional network, big or small. It may be people we know well and have worked with at some point. Or people we’ve met briefly at a conference and agreed to keep in touch. Or people who canstockphoto18694235 (1) personal brandhave reached out to us to connect on social media channels after seeing our profiles.

While you may not think you have a “personal brand”, you do have a professional reputation.  The idea of having a personal brand may have invoked thoughts of vanity in the past. But not in this technology enabled social media world we live in.

So, what is your personal brand? Are you consciously creating it? How do people see you publicly online and in person? What are you known for? These are all questions you should be able to answer.

One of the first ways I thought about it was when I re-initiated my Twitter account several years ago and had to write my profile. At the time, my account was private. A colleague who was advising me on social media told me that was my first mistake. Twitter is meant to be public – I shouldn’t have to approve who can follow me. More importantly, he said my profile should capture in just a few phrases who I am and what’s important to me.

I recently saw a blog post by Janet Mesh from one of our partner firms, Healthcare IT Leaders, titled “How To Boost Your Career With An Online, Personal Brand”. I was reading along thinking, yup, yup I do all that. Then I was pleasantly surprised and grateful to see that I was used as an example. Thanks Janet and Healthcare IT Leaders!  And thanks to all those who gave me encouragement and advice to get started in a focused way building my social media presence several years back. Continue reading →

Negotiation is an everyday skill

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When we think of needing good negotiation skills, we often think in terms of salary and promotions. For sales people and buyers, it’s negotiating terms and price. But if you really think about it, you are probably canstockphoto16049179 (1) negotiatenegotiating with someone about something every day.

Let’s look at some different situations.

Negotiating as an employee – This is certainly not an everyday event. You may be negotiating salary as part of a new job offer or a promotion with your current boss. Keep in mind that you can negotiate more than just the salary and any potential bonus. Most companies have a standard set of non-negotiable benefits that the HR representative explains. But there are other components you can negotiate before accepting an offer. One example may be a remote work option or relocation benefits. Consider the “value” of other benefits beyond the base salary as you negotiate. The key to success is to do your research on what might be possible, be ready with your ask, and be clear on what you’re willing to compromise on.

Negotiating as a buyer – This is not an everyday event either. You may be negotiating with a vendor for a product or service. Or you may be buying a new house or car. There may be some situations where there is no room for negotiation but it’s more likely that you be able to. Again, it’s not just the core price but other terms as well. The key to success will sound familiar – do your research, be ready with the ask, and be willing to compromise.

Negotiating as a team member – This could involve a new assignment you have been asked to take on or a due date you have been asked to meet. Neither are set in stone. Continue reading →

Outsourcing in health IT – is it time to reconsider?

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We probably all know at least one negative story on IT outsourcing in healthcare from years past. But the outsourcing pendulum is swinging back. As core IT services become more of a commodity and CIOs need canstockphoto20590634 outsourcingto focus on strategic initiatives, selective outsourcing is worth consideration.

The recent announcement that Trinity Health is outsourcing application management and rebadging approximately 450 staff is getting attention from other provider organizations. There are other examples – many in infrastructure.

More and more I hear from CIOs who are considering selective outsourcing for various reasons – reduce costs, modernize the infrastructure, provide scalability and flexibility as health systems grow, deal with recruiting and retention challenges, or focus on strategic initiatives instead of commodity services. Many CIOs are finding themselves part of overall cost reduction efforts at their health systems. While some CIOs start from a defensive posture and say they can’t possibly reduce costs any further, one of the most progressive IT leaders I know said she is looking at it as an opportunity to transform IT.

I was part of an organization wide cost reduction initiative when I served at Brigham and Women’s Hospital, Michigan Medicine and University Hospitals. As the CIO, I was asked to identify opportunities to reduce costs while other departments’ opportunities needed additional IT help to achieve their reductions. But saying no to cost reduction is usually not an option. CIOs must partner with their peers and engage their staff to identify opportunities. Continue reading →

It’s all about relationships

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I’m back in New England in the cold and snow with lots of follow-up tasks after the hyperstimulation of HIMSS19 and a much quieter visit with a friend and colleague on the Florida coast. Yes, that meant a canstockphoto15501323 (1) handshake croppeddaily walk along the beach. As I prioritize and re-prioritize my to do’s, I am reminded that this business is all about relationships.

To show how important the relationships are that I’ve built in my 30 plus years in health IT, here’s some of my scheduled and add-on meetings/calls this week:

  • A discussion with someone who worked on my IT team at Brigham and Women’s Hospital many years ago. She is now a sales director for a security vendor and needed a CIO perspective – she reached out on LinkedIn and I agreed to do a call.
  • Conversations with a few CIOs who are interested in working with StarBridge Advisors as potential advisors. Mutual connections introduced us.
  • A search firm I’d been in touch with years ago contacted me and now I am interviewing for a board position with a vendor.
  • A business partner of a colleague invited me to discuss with an investor the potential to join their advisory board.
  • Talking through an opportunity to host monthly podcasts with a colleague I’ve known for 3 years.

Yes, it’s all about relationships. But it’s not just about who you know. It’s about who you are and how you show up with people. You need to be capable and competent with the right knowledge and experience, but also honest and authentic with high integrity. That’s what it takes to be successful in a business that is all about relationships.

One of the best pieces of sales advice I got from a colleague last year was the “know-like-trust-need” model. People need to know who you are and what you can do, they need to like you, and they need to trust you. If you have all that, when they need you, they’ll call you. Simple. That’s why I focus on relationships. Continue reading →

2018 Countdown – top 10 blog posts

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It’s the time of year for top 10 lists and countdowns so I’m adding mine to the mix. These are my most read blog posts from 2018. If you missed any of them first time around now is your chance to check them Top10out.

I cover a range of topics and it looks like readers appreciate the variety. Here are the top 10 as measured by total views with a countdown from number 10:

#10 – Find your voice, a mentor and be bold – Career advice is always a popular topic whether you are early or late in your career.

#9 – What does a high value conference look like? – There are many ways to spend time and money on professional development, some conferences provide unique value.

#8 – Family ties – we all have a story – It’s important to know where we come from to understand who we are.

#7 – Technology making a difference at scale – One of my personal favorites! The power of technology takes many forms. In Africa, drones can be lifesaving.

#6 – 8 Signs of a strong security culture – Security is always a topic of interest as threats continue to increase and organizations are challenged to keep up. Continue reading →

Own your health

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That’s exactly what I did the past 6 months. And this week I graduated. From physical therapy that is. I’ve been cut loose. The next few months is all about me maintaining a daily discipline of stretches and canstockphoto15299929 (1) healthstrengthening exercises.

I first shared this journey in the post “Is there an app for that?” back in June. I also talked then about the importance of patient engagement and personalization.

I’m now around a 2-3 on the pain scale and closer to 2 most of the time. My physical therapist said if in a few months, I’m slipping back or feeling more pain I should get another prescription for more PT sessions from my PCP.

The stretches are much easier to make time for every day. There is short term gain plus a tangible benefit – I actually feel less pain. The strengthening exercises are harder to fit in, especially when I get busy or am travelling. With strengthening, there is no short term gain or tangible benefit – it’s all about the long term. Like going to the gym and doing weights.

The recent Fall ritual of raking leaves, bagging them, then carrying them to the curb led to a lot of pain. When I took care of my 2 ½ year old grandson and his 4-year-old sister recently for almost three days, all the lifting involved set me back. And I know the inevitable snow shoveling that is coming this winter will do so as well. My lower back muscles hurt just from all the coughing I’ve done the past 3 weeks with a bad chest cold.

My physical therapist says be sure to engage my core muscles at all these times and it won’t be so bad. I’m sure she’s right. I will try.

I am well armed with knowledge. I know what I need to do and how to do it. Will I slip backwards or continue to own it? Having lived with this low back and hip pain for years until it got so bad that I finally decided to get help, I know how bad it can be.

It’s now up to me. I need to continue to own it. As with any habit or exercise program, time will tell. Maybe an exercise tracking app or just an old-fashioned paper log is what I need.

Related Post:

Is there an app for that?

Apps aren’t enough

If not now, when?

Making time to give back

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As I noted in my recent post on tips for business travelers, I’ve been on the road a lot lately. Some of that travel has been for what I call “give back time”. Over the years I’ve participated on various boards andcanstockphoto28010569 (1) giving back committees, volunteering my time to advance our industry.

But it’s not all about giving – I get plenty from it as well.

I’m in my sixth year on the AAMI board. For this second three-year term, I’ve also been a member-at-large on the executive committee which means an extra day of meetings twice a year and more materials to review beyond the core board work.

As part of the AAMI board I have had the opportunity to get to know a diverse set of senior leaders in the medical technology industry. This includes the CEO of Steris, the Chief Quality Officer of BD, the Global Product Security & Services Officer for Royal Philips, and the Director for Health Technology Management for the VA – just to name a few. There are several board members from provider organizations including physician and health technology management (HTM) leaders. Along with a healthcare CIO on the board, Pam Arora from Children’s Health in Dallas, I offer a health IT and CIO perspective. Different than the contributions that other members make.

As a board we learn from one another and help advance the mission of AAMI which is to lead global collaboration in the development, management, and use of safe and effective health technology. Continue reading →

9 Tips for better business travel

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I have been travelling a lot for business during the last three weeks: Boston for a conference, New York City for meetings, Florida for client work, and now St. Louis and Washington D.C. as part of my industry canstockphoto888303 (1) business travelinvolvement and “giveback” work.  A colleague suggested that I share my tips for managing business travel. Here goes:

You can work anywhere: To reduce flying time and to keep options open for client meetings, I will opt to do a multiple city flight, instead of round trips  to be home for just one night. We can work anywhere, so why not work from a hotel room for a day?  However, this year I missed Halloween with my grandkids which I regret. Will try to avoid that next year!

Travel logistics – I really dislike making flight reservations and sifting through the options. I rely on my administrative support staff to handle as much of my travel arrangements as possible. I know there are apps that you can use to track it all but I’ve yet to adopt them. Once everything is confirmed, having a one-page itinerary with all the info for the trip I need is an extremely helpful reference.

Planning for the weather – You might be dealing with a 30+ degree difference in the temperature when travelling to multiple cities. I watch my weather app a few days in advance and think about clothes that will work with the weather changes. Then figure out what kind of outerwear I need for the coolest temps.

Packing – There’s no question that men have it easier than women when it comes to what clothes to pack. Men have almost a uniform that serves them for a few days – sports coat, slacks and a couple shirts or just one suit and different ties. Women need to create their own simple interchangeable uniform. Think basics and know that black is your friend (dress, skirt, slacks, jacket). You can always change it up with accessories. Then there are the shoes – go for comfort and 1-2 pairs that work with everything.

Paper files – Organizing your work is as important as packing the right clothes. Having most everything you need online or on your laptop means a lot less paper to carry these days. But make sure you have what you need either electronically or on paper to keep things moving while you are travelling. Continue reading →

Innovation or disruption?

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“You only call it a disruption because you didn’t create it – stop being disrupted, innovate.” That was just one of the messages in the opening keynote from Terry Jones at the fifth Annual Thought Leaders on Access Symposium (ATLAS) in Boston this week. His talk was titled “Turning Disruption OFF and Turning canstockphoto30429373 (1) innovationInnovation ON”.

As an entrepreneur with an impressive history, Terry Jones knows what he’s talking about. He is best known for founding Travelocity.com and serving as founding Chairman of Kayak.com. As consumers, we’ve experienced the disruptive innovations in the travel industry. As healthcare leaders, we were challenged by Terry to consider the innovations and disruptions yet to come in our industry.

ATLAS is a patient access conference for hospital and health system leaders sponsored by Kyruus for their customers and invited guests. Kyruus is a software firm that offers provider search, scheduling, and data management solutions to help health systems match patients with the right providers and enhance patient access enterprise-wide. This year’s theme was “Systemness. Ignited.” with excellent speakers on innovation and digital transformation in healthcare. The focus of the conference was on patient and consumer engagement. Health systems such as Banner Health and Piedmont Healthcare, leaders in transforming the patient experience, shared their stories.

It was inspiring to see so many healthcare leaders passionate about improving the patient experience. I’ve been in health IT management for decades and I was humbled to hear leaders from marketing, patient access, and innovation teams talk about getting things done in spite of roadblocks they sometimes face from IT. Continue reading →