In the bustling atmosphere of HIMSS25 in Las Vegas, the Medical University of South Carolina (MUSC) emerged as a beacon of insight for healthcare organizations striving to master digital transformation. With Franco Cardillo, Executive Director of Digital Strategy and Operations, and Crystal Broj, Chief Digital Transformation Officer at MUSC, leading the discussion, their presentation delved into the intricate balance of technology and clinical priorities to elevate patient care. Their shared expertise illuminated a path forward, demonstrating how intentional change management and innovative strategies can redefine care delivery in an increasingly complex landscape. This event served as a pivotal moment for industry leaders to rethink how collaboration and strategic alignment can turn digital tools into meaningful outcomes for patients and providers alike, setting the stage for a deeper exploration of transformative practices.
Core Principles of Digital Transformation
Building Stakeholder Engagement
At the heart of any successful digital shift in healthcare lies the ability to bring every member of an organization into the fold, ensuring that their contributions are seen as vital to patient well-being. MUSC’s approach underscores the power of inclusivity, where clinicians, IT professionals, and administrative staff are all connected to a unified mission. Transparent communication becomes the glue that holds this vision together, making sure that each team understands not just the “what” of a project, but the “why” behind it. This clarity fosters a shared sense of purpose, encouraging everyone to take ownership of their role in enhancing care delivery. By bridging the gap between technical teams and clinical staff, organizations can cultivate an environment where technology serves as a true partner in achieving better health outcomes, rather than a source of confusion or resistance.
Beyond fostering a collective mission, effective stakeholder engagement hinges on breaking down silos that often hinder progress in healthcare settings. MUSC emphasizes the importance of early and consistent dialogue between departments to align goals and expectations from the outset. This means involving IT teams in initial planning sessions alongside clinical leaders to ensure that technological solutions are tailored to real-world needs. Such collaboration not only builds trust but also empowers staff to feel valued in the transformation process, as their input directly shapes the tools and systems they will use. Additionally, by connecting individual roles to tangible patient impacts, organizations can inspire a deeper commitment to change, turning potential skeptics into advocates for innovation. This cultural shift is essential for sustaining momentum in long-term digital initiatives.
Focusing on Patient-Centered Outcomes
A fundamental lesson from MUSC’s experience is that digital transformation must always prioritize patient outcomes over the allure of new technology for its own sake. Identifying specific challenges or pain points before deploying any solution ensures that investments yield real, measurable benefits for both patients and staff. This purpose-driven approach prevents the common pitfall of implementing tools that fail to address underlying issues, instead focusing on innovations that directly improve care quality or accessibility. By keeping the patient at the center of every decision, healthcare organizations can align their technological advancements with the ultimate goal of enhancing health and well-being, creating a ripple effect of positive change across the system.
Equally critical is the need to evaluate the impact of digital solutions through a patient-first lens, ensuring that every step forward genuinely serves those receiving care. MUSC’s strategy involves rigorous assessment of how new tools affect patient experiences, from reducing wait times to improving access to critical information. This requires ongoing dialogue with patients themselves, gathering their feedback to refine systems and address any gaps in service delivery. Moreover, staff satisfaction plays a role in this equation, as empowered and supported providers are better equipped to deliver compassionate, effective care. By embedding this commitment to patient-centered innovation into the fabric of digital initiatives, organizations can avoid the trap of technology becoming an end rather than a means, ensuring lasting value in every transformation effort.
Overcoming Operational Challenges
Managing IT Resources Effectively
Navigating the operational complexities of digital transformation often reveals a significant tension between traditional IT project management methods and the dynamic, fast-evolving nature of digital tools. MUSC has encountered this challenge head-on, recognizing that the structured, linear approaches commonly used for updates to systems like Electronic Health Records (EHRs) can clash with the iterative, flexible demands of modern digital platforms. To bridge this gap, close collaboration with the Chief Information Officer (CIO) and Enterprise Project Management Office (EPMO) has proven essential. By rethinking staffing models to allow for adaptability and engaging vendors early to forecast resource needs based on past implementations, disruptions are minimized. This proactive planning ensures that IT teams are well-prepared to support the unpredictable pace of digital projects without compromising on other critical operations.
Another layer to resource management lies in fostering a mindset of flexibility across IT departments to keep pace with the fluid requirements of transformation initiatives. MUSC’s experience highlights the value of creating dedicated time and personnel for digital projects, preventing overburdening of existing staff who may already be stretched thin with routine system maintenance. Early vendor partnerships also play a pivotal role, as these collaborators can offer insights into expected workloads and timelines, allowing for more accurate allocation of talent and tools. Furthermore, aligning IT resources with strategic priorities ensures that efforts are concentrated on high-impact areas, maximizing return on investment. This balanced approach not only mitigates operational friction but also builds a resilient foundation for scaling digital efforts, enabling healthcare organizations to adapt swiftly to emerging needs and technological advancements.
Iterative Process Improvement
Embracing an iterative approach to implementing digital tools has become a cornerstone of MUSC’s strategy for managing change in a way that minimizes disruption and maximizes effectiveness. Rather than attempting organization-wide rollouts in a single sweep, features and systems are introduced gradually, allowing end-users to acclimate to new processes step by step. This method demands clear communication to manage expectations, ensuring that staff understand initial versions are starting points, not final products, and will be refined over time. Tools like user surveys and follow-up discussions are invaluable in this phase, providing actionable insights into what works and what needs adjustment. By prioritizing user experience in this way, healthcare organizations can maintain alignment between technology deployments and the practical needs of those on the front lines of care.
The iterative process also necessitates a commitment to continuous improvement, where feedback loops become an integral part of the transformation journey. MUSC actively engages with staff to capture their reactions to new tools, using this input to inform subsequent updates and enhancements. This ongoing dialogue helps to address frustrations early, preventing small issues from escalating into major roadblocks. Additionally, staying responsive to vendor updates ensures that systems remain current and effective, even as external conditions or technologies evolve. Such adaptability is crucial in a field as fast-moving as healthcare, where patient and provider needs can shift rapidly. By embedding this cycle of deployment, feedback, and refinement into their operations, organizations can build digital ecosystems that grow stronger with each iteration, ultimately delivering more reliable and user-friendly solutions.
Integrating Technology with Workflows
Redesigning for Efficiency
A critical insight from MUSC’s digital transformation efforts is that technology alone cannot solve operational challenges if underlying workflows remain outdated or inefficient. Introducing sophisticated software into a flawed process often exacerbates frustrations, such as redundant logins or unnecessary steps that waste valuable time. Instead, workflows must be reimagined to align seamlessly with new tools, streamlining tasks for both staff and patients. This redesign process involves close collaboration with business partners and active solicitation of input from those directly affected by changes. By focusing on eliminating inefficiencies, healthcare organizations can ensure that digital solutions enhance productivity rather than hinder it, creating smoother experiences that benefit everyone involved in the care continuum.
Moreover, the push for efficiency through workflow redesign requires a deep understanding of how technology interacts with human elements in a clinical setting. MUSC places significant emphasis on observing real-world applications of digital tools, identifying bottlenecks that might not be apparent in planning stages. Engaging patients in this process adds another layer of insight, as their perspectives often reveal gaps in accessibility or usability that staff might overlook. Adjusting processes to minimize friction—whether by simplifying data entry or optimizing appointment scheduling—can dramatically improve operational flow. This commitment to tailoring workflows ensures that technology acts as an enabler, reducing stress on providers and enhancing the quality of interactions with patients, thereby fostering a more effective healthcare environment.
Continuous Feedback Loops
Sustaining the benefits of digital transformation in healthcare hinges on maintaining open channels of communication with end-users to ensure tools evolve in step with their needs. MUSC’s strategy involves consistent engagement with staff and patients after the initial rollout of new systems, creating opportunities to voice concerns or suggest improvements. This feedback is not merely collected but actively integrated into development cycles, allowing for adjustments that keep technology relevant and user-friendly. Such an approach prevents the stagnation of digital solutions, ensuring they remain aligned with shifting demands in a clinical environment. By prioritizing user input, organizations can build trust and encourage adoption, as staff see their experiences directly shaping the tools they rely on daily.
Equally important is the role of continuous feedback in driving long-term user satisfaction and operational success. MUSC recognizes that transformation is not a one-time event but an ongoing process requiring vigilance and responsiveness. Regular check-ins with users help identify emerging challenges, whether due to changing workflows or updates from technology vendors. This iterative dialogue fosters a culture of adaptability, where systems are refined to address evolving priorities, such as new regulatory requirements or patient expectations. Additionally, empowering staff to contribute to this evolution enhances their sense of agency, further solidifying commitment to digital initiatives. By embedding these feedback loops into the fabric of transformation efforts, healthcare providers can create resilient systems that consistently meet the needs of all stakeholders, ensuring sustained impact over time.
Reflecting on a Path Forward
Looking back at the insights shared at HIMSS25 in Las Vegas, MUSC’s experience offered a compelling blueprint for navigating the intricate landscape of healthcare digital transformation. Their focus on uniting stakeholders, tackling operational hurdles, and aligning technology with workflows provided a clear framework for success. The event underscored how adaptability and patient-centered innovation were pivotal in overcoming challenges and achieving meaningful progress. As healthcare continues to evolve, the lessons learned from MUSC’s journey emphasized the importance of building flexible, inclusive strategies that prioritized real-world impact. Moving forward, organizations should consider adopting similar iterative and collaborative approaches, ensuring that digital tools remain responsive to emerging needs. By focusing on continuous improvement and maintaining a sharp focus on patient outcomes, the industry can chart a sustainable path toward enhanced care delivery and operational excellence.
