Health care C-suites align on tech

The survey findings are consistent with what Deloitte uncovered in a 2024 study on generative AI in health care. The study explored how insufficient attention to consumer and workforce considerations and measures can be a blind spot for health systems. This oversight can hinder the effective implementation of promising technologies and potentially prevent health systems from realizing their full potential.¹³

Broadening KPIs can be important for demonstrating the full value of technology impact beyond just financial and clinical metrics. For example, a regional nonprofit health system launched a digital medicine obstetric program a few years ago to improve pregnancy health outcomes.¹⁴ By using their evolving remote monitoring technologies, the health system provided digital, hospital-at-home services to mothers, helping them manage their pregnancy journey between in-person obstetric visits. While the program showed increased success in health outcomes, with 20% lower odds of delivering preterm as a key KPI, the health system broadened the measures to include:

• Patient satisfaction: Of the program enrollees, about 11% are re-enrollees; and the enrollees feel more connected to their care team.
• Physician experience: Physician capacity increased by about 0.6 full-time equivalents.
• Purpose: Greater reach, with 30% of enrollees from Medicaid program.

Similarly, an independent rural access hospital uses AI-based coding to improve its revenue cycle management.¹⁵ Since adoption, the technology has generated 10 times the return on investment, as measured by its impact on operating profit. The hospital also broadened the metrics of impact to include:

• Fewer discharged-not-final-billed cases: 50% reduction
• Improvement in coder productivity: 40% improvement
• Better case mix index: 4.6% increase

As business leaders tend to increasingly rely on technology to help achieve their functional objectives, it is important to consider structurally tying the impact of technologies to their KPIs. Performance dashboards that integrate multiple performance indicators, including financial, consumer, clinical, operational, marketing, workforce, and others, in one place can help correlate the impact of technology initiatives on these KPIs. This approach can provide C-suite leaders with actionable insights that facilitate strategic alignment, continuous improvement, and proactive decision-making.