As we navigate the rapid acceleration of technology in healthcare, we need to retain a tight, true focus on empathy and enabling every clinician to be present with every patient. Our industry is filled with competing demands, ideas, interests and opportunities. As the Executive Vice President of TouchWorks® EHR, Altera’s electronic health record designed for large physician practices, I am frequently exploring different ways we could leverage technology as well as different areas in which we must devote our diligence.

During this exciting time of advancement and transformation, combined with the many challenges that compete for our attention, there is a risk of losing sight of the patient’s personal experience during a visit. The likelihood of a care plan succeeding is largely dependent on the patient’s adherence to that plan. A patient is much more likely to follow the “doctor’s orders” when they trust and have positive emotions for the provider. This is earned when a patient feels that the provider has actively heard them and understood them. To achieve the best patient care outcomes, the providers need the time and mental space to give each patient their full attention, and the emotional capacity to genuinely care for each patient.

Yet, the landscape is complicated by the burgeoning demand for data asserted by multiple stakeholders. These demands are propelled by good intentions: to drive progress and improve outcomes. However, this pursuit often introduces complexity that burdens healthcare providers, potentially diluting the essence of the patient–provider relationship. It’s a delicate balance to maintain: advancing technological innovation while preserving the human touch that forms the backbone of effective healthcare. Our tools and systems, particularly digital tools and EHRs, must be designed to bolster—not encumber—the efforts of those they are intended to serve.

Reflecting on the myriad conversations and insights from my time at HIMSS24, the diversity of focus areas within our industry became increasingly apparent—from home care to the pressing issues of security, regulation and the emergent technology of AI. The critical concerns of social equity and the governance of AI demand our attention, ensuring risk mitigation and adherence to emerging legislation, while also emphasizing the need for technology to reflect the values we champion.

In addressing these challenges, we cannot lose sight of our core mission: to humanize healthcare. This entails fostering a deep sense of connection, empathy and trust between patients and providers—a goal that becomes even more pertinent as we consider the social determinants of health (SDOH) and strive for equity in care. We must invest in technological advancements that enable the provider to be truly present with the patient, to truly understand their individual needs and social settings. This enables collaboration to define a care plan that will work for the person based on their individual access to nutrition and resources as well as their constraints with time and money.

Our endeavor to balance the hunger for data with the goal of maintaining the sanctity of the patient–provider experience underlines the need for a more personalized approach in digital healthcare experiences. Simplifying systems to reduce administrative overhead enables providers to focus on their primary mission: caring for patients. It’s a call to action that extends beyond the mere adoption of new technologies—it’s about recognizing and addressing the needs of everyone within the healthcare system.

In addressing these challenges, we cannot lose sight of our core mission: to humanize healthcare. This entails fostering a deep sense of connection, empathy and trust between patients and providers—a goal that becomes even more pertinent as we consider the social determinants of health (SDOH) and strive for equity in care.

Looking forward into 2024 and beyond, another piece of the innovation puzzle will be integrating artificial intelligence (AI) into healthcare processes. This presents unprecedented opportunities to address some of these competing areas of focus, to enhance efficiency and personalize care simultaneously. The anticipation lies in AI’s potential to streamline pre-visit chart preparations, expedite patient encounter documentation, and simplify visit coding and billing. Moreover, AI-driven population health analysis and alerting systems promise to harness available data for more informed care strategies. These advancements signal a transformative era in healthcare, offering immense possibilities for improving patient outcomes and operational workflows. We stand at the brink of a major shift, poised to leverage AI for the betterment of healthcare delivery and patient experiences.

Let us choose the path that leads back to the heart of healthcare: humanizing every interaction, every treatment and every decision we make. By championing a personalized, patient-centered approach, we not only elevate the role of healthcare providers but also ensure that patients receive the compassionate, tailored care they truly deserve. This journey is not just about streamlining processes, it’s about shifting our collective focus back to where it truly belongs—on creating healthcare experiences that are seen, felt and valued, one patient and one provider at a time.