SeamlessMD Podcast - Episode 52 - Joe Diver: From CIO to Leading Digital Transformation for Healthcare

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October 26, 2021

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Video:

In this episode of the SeamlessMD Podcast, Dr. Joshua Liu, Co-founder & CEO at SeamlessMD, and marketing colleague, Alan Sardana, chat with Joe Diver, Director of Digital Transformation at Baystate Health, and an innovation strategy leader within TechSpring, Baystate’s Innovation Center. See the full show notes below for details.

Guest(s):  Joe Diver (@Joe_Diver_), Director of Digital Transformation at Baystate Health, and an innovation strategy leader within TechSpring, Baystate’s Innovation Center, Dr. Joshua Liu (@joshuapliu), Co-founder & CEO at SeamlessMD

Episode 52 – Show notes:

[0.00] Introducing Joe Diver, Director of Digital Transformation at Baystate Health, and an innovation strategy leader within TechSpring, Baystate’s Innovation Center. His previous experience includes roles as the CIO at Berkshire Health, CIO at Bassett Healthcare, and as the Executive Vice President Leader for a transformational Digital Therapeutic solution provider. Baystate Health is currently leveraging SeamlessMD as a Digital Patient Engagement tool to improve patient satisfaction;

[1:25] How Mr. Diver’s personal experience using a digital health application further ignited his passion for digital transformation and influenced his desire to leverage such apps to improve the provider and patient experience;

[3:49] How TechSpring, which was launched in 2014 as Baystate Health’s Innovation Lab, accelerates Digital Transformation for care delivery by pinpointing key internal “passion problems” and subsequently leveraging technology solutions like SeamlessMD to address these challenges;

[7:36] Why Mr. Diver believes that culture and an appreciation of innovation is the number one requirement to successfully implement and support an Innovation Center similar to that at Baystate;

[9:25] Why Mr. Diver believes that a successful multidisciplinary team at Baystate consists of a wide variety of stakeholders with diverse backgrounds and the desire for driving innovation forward with an aptitude for problem-solving;

[13:10] How Mr. Diver instills frontline ownership of the programs surrounding newly implemented technology, and how that becomes a core part of providers’ service delivery;

[18:14] How Mr. Diver sees SeamlessMD as providing Baystate Health with a patient-to-care team collaboration platform that has helped Baystate improve a wide variety of clinical outcomes, i.e. reductions in phone calls, LOS, readmissions, etc.;

[21:05] Why patient success stories are a huge inspiration to Mr. Diver, as it shows that with digital health you can better engage your consumers so that they have an elevated experience with better outcomes, whilst feeling supported throughout their care journey. For example, Mr. Diver encountered a veteran and his wife at the mall who were both using SeamlessMD post-surgery, and were highly satisfied with the impact the application had on facilitating a smoother recovery;

[24:40] How TechSpring established a clear framework for integrating new technology into the current workflow which helped to accelerate the SeamlessMD <> Cerner SMART on FHIR integration at Baystate;

[26:37] How Mr. Diver and his team measure employee satisfaction through the deployment of a variety of different surveys and how applying that feedback has helped make improvements. As a result, they’ve seen increased employee satisfaction reflected in follow-up surveys;

[29:00] How Mr. Diver and his team were able to expand Remote Patient Monitoring efforts within Obstetrics, specifically as it relates to working with mothers at risk of pre-eclampsia;

[30:30] Why collecting Patient-Reported Outcomes (PROs) helps reduce the cost of care while delivering a higher value of quality care;

[34:50] Why Mr. Diver believes that in a post-pandemic health economy, patient communication with providers will be the optimal combination of virtual and face-to-face interaction. Continuous patient engagement throughout their care journey will facilitate more accurate diagnoses from providers;

[40:00] How Mr. Diver sees the evolution of virtual care over the next few years focussing on becoming even more personalized to patient needs. He also believes that there will be more work around increasing virtual capacity without creating more brick and mortar locations to increase access to care;

[45:03] Why Mr. Diver’s advice to Healthcare IT, Digital & Innovation leaders is to not get so wrapped up in your IT strategy with your EMR vendor, and to not be afraid to experiment. Through experimentation, you may see great outcomes that indicate that you can further expand; if you see more negative outcomes, it might mean that your organization is not quite ready to move in that particular direction;

[47:44] Fast 5 / Lightning Round:

Q1: What is your favourite book or book you’ve gifted the most?

“Competing Against Luck: The Story of Innovation and Customer Choice,” by Clayton Christensen.

Q2: How has an apparent failure set you up for greater success?

“My daughter was in the NICU for 3 1/2 months and I was a CIO of a major health system... she was transferred between hospitals six times and I couldn't keep track of her medical record. [I wondered] how do we figure that out differently along the way? And from an IT perspective, I directed [my team] pretty firmly to go solve this [particular problem] without giving the time or space to think about it as a group. [I learned the importance of] stepping away as a leader and letting the group digest problems and figure it out, and then coming back [together] and having a conversation.”

Q3: Would you rather have super strength, super speed, or the ability to read people’s minds?

“Read people’s minds”

Q4: What is something in healthcare you believe that others might find insane?

“The general disconnect in complex healthcare organizations.”

Q5: COVID-19 lockdown related – what is 1 hobby or activity you’ve gotten into since the pandemic?

“We got a puppy, being more health-conscious, and the golf-game has improved a little bit.”

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