Joshua Liu

Engaging patients with Digital Health MUST be a multi-platform strategy: → Not every patient will trust AI agent phone calls or chatbots → Not every patient will use the patient portal → Not every patient will touch mobile apps → Not every patient will engage with web

“This Tech allows clinicians to always perform at the VERY top of their license” - a phrase folks love to say but clinicians HATE to hear. No one is against Tech that automates mundane, administrative tasks - e.g. clinical documentation, data entry, etc. But as AI accelerates https://t.co/0y6GRl6omG

The No. 1 insight I hear from CMIOs / CIOs who struggle to engage patients with Tech is this: The Clinical Content matters more than the Tech Back in 2012, when I first got into digital care journeys, what got health systems excited was the Tech. The idea that you could use a https://t.co/MkiqHAwxLe

Health system CEO: what did we achieve with your Digital Health product? Me: readmissions dropped by over 50%. CEO: That’s amazing! I can see why this is wonderful for patients. Me: So… does that mean you will fund this initiative long term? CEO: We’ll… no 😬 Me: … why https://t.co/m4jYpv0pkf

A health system exec once told me what ACTUALLY happens in the board room when cutting Health Tech expenses: 𝙄𝙛 𝙣𝙤 𝙚𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚 𝙞𝙣 𝙩𝙝𝙚 𝙧𝙤𝙤𝙢 𝙝𝙖𝙨 𝙖𝙣 𝙚𝙢𝙤𝙩𝙞𝙤𝙣𝙖𝙡 𝙞𝙣𝙫𝙚𝙨𝙩𝙢𝙚𝙣𝙩 𝙞𝙣 𝙖 𝙘𝙚𝙧𝙩𝙖𝙞𝙣 𝙥𝙧𝙤𝙙𝙪𝙘𝙩 𝙤𝙧 𝙞𝙣𝙞𝙩𝙞𝙖𝙩𝙞𝙫𝙚,

Product features ≠ Improved health outcomes This is a hill I will die on. A great product is necessary but NOWHERE close to sufficient for Digital Health to work at a health system. On top of that you need: → Evidence-based clinical content and workflows → Flexibility for https://t.co/kzgzNBrm68

After 12 years and 300+ Digital Health deployments, one thing’s clear: innovation lives or dies by CULTURE. And some health systems are playing an entirely different game. Here’s what I’ve observed with the very best: 1. Decisive: a timid health system will spend months https://t.co/HZ2Rtm3IDd

Everyone in Digital Health says People and Process matter more than Technology… BUT every RFP scorecard is a feature comparison chart. Here’s what I think makes more sense… Start with listing the GOALS of the Digital Health initiative, e.g. → A standardized digital care https://t.co/Q0N5El8UG4

It saddens me that when healthcare talks about Patient Engagement, we still mostly talk about: → Patient portals → Scheduling appointments → Payments → Generic patient education Now the discourse has shifted to AI agents… to mostly do more of the same: → An AI agent to https://t.co/g8V2P5E0G7

After 12 years of painful mistakes, here are My 10 Laws for Selling Tech to Health Systems: 1. To beat an incumbent, your product needs to be 10x better on a dimension the health system cares about 2. The sale is dead on arrival if you don’t know what the executive sponsor

One of the common questions I hear from CMIOs/CIOs lately: How should we measure ROI for AI in health systems? It’s a complicated question partially because people are asking it from different perspectives. → Some are trying to justify investing in narrow use cases (e.g. AI https://t.co/xFVHNQq0uF