Things Susanna Says on Podcasts

Yeah, for sure. The fact that this is happening in healthcare is just a context, right? It is, as you were mentioning, happening in many other industries. So, it's not specific to healthcare. Obviously, in healthcare, there is maybe a specific type of risk because we're talking about healthcare data or healthcare information, which is a little bit different than maybe your purchasing information, which it still has to be treated with respect and the appropriate safety precautions. But I think healthcare is one level deeper than that.

So,

Right, and we know that one of the ways that AI learns is by consuming mass amounts of information. So, it almost seems like when you scale this up, you really do need to get a high percentage of adoption, or you're not going to get the full benefit of what the AI is capable of doing. It's not going to learn as much as it could and not as fast. So, it's pretty complicated to think about all the implications of that. This has been a great conversation, always is when you're on the show. So, thank you for being here. Just one last question would be: if you think about maybe one thing that our listeners should take away from this case, what would it be?

I go back to the point I made earlier, which is think about the human that is using the technology and use the technology to solve a problem that the human has before thinking that it's just going to be great. We have to really be specific of what problem we're trying to solve. And I think that Mass General Brigham did a great job in really pinpointing what was the purpose of that implementation. It was not just about certainly they are not unhappy to improve productivity, but the purpose, the driver of the decision was we have to reduce burnout. And that was their priority.

Yeah, that's great. Susanna, thank you for joining me on Cold Call.

so imagine anything you want to do with clinical data, whether it's research, whether it's improving care, you want to have enough adoption, enough mass to have that mass of data so that it's consistent across an organization. That would make sense. Well, when they open it up for a larger group, which they still haven't rolled it out to everyone, but they are progressively getting there. One of the largest groups, which is the group that historically has the highest level of burnout, this primary care. Once they open it up to that group, it was opt-in. But for those people that chose to use the license, many of them, a significant amount, did not pursue it. So they had the license, they just didn't do it. And in fact, there was a rule that if you didn't use it for three months, they would ask you why and potentially take it away. Because it has a cost. There is a monthly fee for this licenses, which is person by person.

Yeah. Yeah. I mean, we're finding that the human side of AI, getting people to adopt the tools and to use them, is highly variable, right? Some people are comfortable doing it. They think, oh, this is great. This is going to make my life easier. Other people are thinking, this is something new I have to do. I have to learn how to use this. And what if it breaks? Or what if I don't do it right? What would you say to people who are listening who are maybe going through the same kind of a process in their own organization? What are the sorts of things that you have to be thoughtful about as you're trying to scale up this kind of platform?

yeah.

Yes, and it's changing so much that we tend to understand less and less instead of more and more in certain ways, right, of what it does and what it's capable of doing. So the first thing would be trust. The second thing would be use it to bring up the humanity of the workers and not to replace them because there's a huge fear. Now, this is less prominent in healthcare, I will say, than other industries, but we all are thinking about: is this thing going to take my job, right? So understanding that that is a concern that people have, even if it is, you know, buried in the back of your psychology, but especially if you're bringing this technology in to help people make it help people

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