Redefining the Patient Journey Beyond EHR: Insights with Emily Kagan Trenchard

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In this encore episode of 'Relentless Health Value,' Stacey Richter speaks with Emily Kagan Trenchard about the limitations of Electronic Health Records (EHR) in capturing comprehensive patient journeys. Emily, SVP and Chief of Consumer Digital Solutions at Northwell Health, discusses the importance of integrating other platforms such as Customer Relationship Management (CRM), cloud data platforms, and data exchanges to create a more holistic and efficient healthcare experience. Emphasizing the importance of reducing friction for providers and patients, Emily outlines how health systems can move beyond traditional EHR architectures to support patients not just in clinical settings but throughout their daily lives. The episode also touches on the need for proactive outreach, team-based care, and the crucial role of accurate and comprehensive data in enhancing patient care.

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07:08 How does customer digital solutions fit into the larger technology infrastructure in healthcare?

09:07 “Where else do you have centers of gravity that you should respect in the architecture?”

09:25 “There is a constellation of need here.”

11:05 “We interact with way more than just patients.”

13:42 “We have to be able to understand the network of relationships in a population.”

14:25 How do EHRs and CRMs interact as two tentpoles in healthcare?

16:45 “The question is, where does a human being work?”

19:07 How are patients staying on a nonfragmented care journey in a proactive way?

23:00 “Anybody who’s a consumer of our digital offerings has a relationship with us.”

28:46 “The medicine is being practiced not only on our physical bodies but on our digital bodies.”