Healthcare organizations routinely invest significant capital in new technologies, yet often struggle to realize the full potential of those investments. A key reason, according to experts, lies in how IT departments are structured. When teams are organized around specific applications rather than the complete patient journey, critical workflow gaps emerge, hindering efficiency and potentially impacting patient care. This disconnect was a central theme of discussion at this year’s HIMSS Global Health Conference & Exhibition, where Christina Kochan, Healthcare Solution Architect at CTG, highlighted the importance of patient-centric workflow mapping.
Kochan, drawing on her extensive background as a registered nurse and clinical informaticist, argues that a shift in perspective is needed. Instead of focusing on the technical capabilities of individual systems – like electronic health records (EHRs) – IT teams should prioritize understanding and optimizing the entire patient experience. This approach, she contends, requires a focus on value stream thinking and service-line alignment, ultimately leading to better outcomes than a product-focused IT structure. True innovation, according to Kochan, isn’t about implementing the newest technology, but rather about continuous, iterative improvement of existing processes.
The Limitations of Siloed IT Structures
Traditionally, healthcare IT departments have often been organized around specific software applications. A team might be responsible for the EHR system, another for the billing system and yet another for the laboratory information system. While this structure allows for specialized expertise, it can create silos that hinder communication and collaboration. This compartmentalization often leads to a fragmented patient experience, where information doesn’t flow seamlessly between different systems and departments. Clinicians may spend valuable time navigating multiple interfaces and searching for complete patient data, rather than focusing on direct patient care.
This issue is particularly acute in complex healthcare settings, such as large hospital systems or integrated delivery networks. The sheer number of applications and the intricate interfaces between them can create a tangled web of dependencies. When a change is made to one system, it can have unintended consequences in others, leading to disruptions and errors. A product-focused approach often prioritizes features and functionality over usability and workflow efficiency. This can result in systems that are technically sophisticated but difficult for clinicians to apply, ultimately reducing their adoption and effectiveness.
Patient-Centric Workflow Mapping: A Holistic Approach
Kochan advocates for a patient-centric approach to IT implementation, beginning with comprehensive workflow mapping. This involves meticulously documenting every step of the patient journey, from initial contact to discharge and follow-up care. The goal is to identify pain points, bottlenecks, and areas for improvement. Unlike traditional workflow analysis, which often focuses on individual tasks, patient-centric mapping considers the entire experience from the patient’s perspective. This requires engaging clinicians, patients, and other stakeholders to gain a holistic understanding of the process.
Value stream thinking, a key component of this approach, focuses on identifying and eliminating waste in the healthcare system. Waste can take many forms, including unnecessary steps, redundant data entry, and delays in communication. By streamlining workflows and eliminating waste, healthcare organizations can improve efficiency, reduce costs, and enhance patient satisfaction. Service-line alignment, the third pillar of Kochan’s framework, involves organizing IT resources around specific clinical services, such as cardiology or oncology. This allows IT teams to develop a deep understanding of the unique needs of each service line and tailor their solutions accordingly.
CTG’s Role and Kochan’s Expertise
CTG, a global IT solutions and services company, has recognized the growing importance of patient-centric IT strategies. In March 2025, the company appointed Christina Kochan as its Healthcare Solution Architect, signaling a commitment to this approach. According to a LinkedIn post by CTG, Kochan brings 17 years of experience as a registered nurse and clinical informaticist to the role, with expertise in EHR systems including Cerner, Epic, and athenahealth. She is described as passionate about bridging the gap between clinical and technical teams and fostering the development of new talent in clinical informatics.
Kochan’s background as a registered nurse provides her with a unique perspective on the challenges facing healthcare organizations. She understands the clinical workflow and the needs of clinicians, allowing her to translate those needs into effective IT solutions. Her experience with various EHR systems gives her a broad understanding of the capabilities and limitations of different technologies. Her LinkedIn profile indicates she has over 979 followers and 500+ connections, demonstrating a broad professional network within the healthcare IT space.
The Importance of Iterative Improvement
Kochan emphasizes that true innovation in healthcare IT isn’t about implementing a single, transformative solution. Instead, it’s about a continuous process of iterative improvement. This involves regularly evaluating workflows, identifying areas for optimization, and implementing small, incremental changes. By embracing a culture of continuous improvement, healthcare organizations can adapt to changing needs and ensure that their IT systems remain aligned with their clinical goals.
This approach also recognizes that there is no one-size-fits-all solution. Each healthcare organization is unique, with its own specific challenges and opportunities. What works well in one setting may not work well in another. It’s crucial to tailor IT solutions to the specific needs of each organization and to involve clinicians and other stakeholders in the implementation process. The focus should always be on improving the patient experience and delivering high-quality care.
The Role of HIMSS in Driving Innovation
The HIMSS Global Health Conference & Exhibition serves as a crucial platform for sharing best practices and showcasing innovative solutions in healthcare IT. The event brings together healthcare professionals, IT vendors, and policymakers from around the world, fostering collaboration and driving innovation. Kochan’s presentation at HIMSS highlights the growing recognition of the importance of patient-centric IT strategies and the need for a more holistic approach to healthcare technology implementation.
The conference also provides an opportunity for healthcare organizations to learn about the latest trends and technologies, such as artificial intelligence, machine learning, and telehealth. However, Kochan cautions that these technologies should be implemented thoughtfully and strategically, with a clear understanding of their potential benefits and risks. The ultimate goal should always be to improve patient care and enhance the efficiency of the healthcare system.
As healthcare continues to evolve, the role of IT will turn into increasingly important. By embracing patient-centric workflows, value stream thinking, and a culture of continuous improvement, healthcare organizations can harness the power of technology to deliver better care, reduce costs, and improve the overall patient experience. The insights shared by Christina Kochan at HIMSS offer a valuable roadmap for navigating this complex landscape and achieving lasting success.
The healthcare IT landscape is constantly shifting. Future developments will likely focus on further integration of artificial intelligence and machine learning into clinical workflows, as well as the expansion of telehealth and remote patient monitoring. Staying abreast of these changes and adapting IT strategies accordingly will be crucial for healthcare organizations seeking to remain competitive and deliver high-quality care.
Key Takeaways:
- Patient-centric workflow mapping is essential for identifying and addressing gaps in healthcare IT systems.
- Value stream thinking and service-line alignment can help streamline workflows and eliminate waste.
- True innovation in healthcare We see about continuous, iterative improvement, not just implementing new technologies.
- A holistic approach that considers the entire patient journey is crucial for success.
What we have is a developing story. Further updates will be provided as they become available. We encourage readers to share their thoughts and experiences in the comments below.