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Saving hospitals through digital transformation


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Saving hospitals Saving jobs Saving lives


Prime Healthcare’s digital transformation 03

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P R I M E H E A LT H C A R E

Will Conaway is the Chief Information Officer and Vice President of Technology at Prime Healthcare. Here, he shares with us how Prime Healthcare saves hospitals through digital disruption

“I 04

’ve been fortunate to work with several large organizations and with many remarkable people,” opens Will Conaway,

Prime Healthcare’s Chief Information Officer and Vice President of Technology. “Prime Healthcare’s hospitals have received hundreds of awards for clinical excellence, including more than 200 in the last year alone. Prime’s hospitals have ranked among the “100 Top Hospitals” 47 times, according to IBM Watson Health. This is a reflection of the commitment and dedication that our hospitals and clinicians make to our patients every day.” In addition, Prime Healthcare has more Patient Safety Excellence Award recipients for four consecutive years (2016-2019) than any other health system in the country, according to Healthgrades. Before his move to Prime Healthcare, Conaway worked with several more of the largest healthcare systems in the United States. “A little over a year and a half ago, I decided to join Prime Healthcare


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P R I M E H E A LT H C A R E

“To say the sky’s the limit for healthcare technology would be limiting” 06

— Will Conaway, Chief Information Officer and Vice President of Technology

because it was a good fit both professionally and culturally,” he says. “I had a plan to become CIO of a large and distinguished healthcare organization, and I’m delighted to be part of Prime Healthcare.” Since Conaway arrived at Prime Healthcare, he has overseen significant growth of the IT department: “There is a renewed positive attitude, an increased vigor, a desire to be a celebrated department. The entire IT leadership team has internalized the goal of becoming a world class IT department.”


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THE TECHNOLOGY STRATEGY THAT SAVES HOSPITALS Conaway states that Prime Healthcare is adept at saving hospitals, and that expertise is at the center of IT and the organization as a whole. “When you consider that Prime Healthcare has gone from one hospital in 2001 to 45 in 2019, you can clearly see this is part of the organization’s culture and DNA,” he explains. Though Conaway is unsure when the next acquisition will be, he says that IT is integral to this decision-making process. He strongly feels that technology should be w w w.pri me he a l t hc are. com


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“We are very fortunate from a corporate level to have CMOs who are very interested and active in technology” — Will Conaway, Chief Information Officer and Vice President of Technology

considered a part of all strategies, as do his fellow C-level executives. “We are very fortunate to have corporate CMOs who are very interested and active in technology, along with divisional Presidents and CEOs who are engaged.” He goes on: “IT strategies only work when IT and other executive leaders communicate well with each other and establish agreedupon goals and objectives lucidly.”

E XE CU T I VE PRO FI LE

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Will Conaway Will Conaway is the CIO and Vice President at Prime Healthcare. Having held two long-term positions with Providence Health and Services and Dignity Health, he has extensive experience working with executive leaders across the country to identify and tackle current and future industry trends and challenges. Concurrent with his executive roles in healthcare, Conaway is an adjunct professor at Cornell University’s ILR School, working with masters-level students in leadership, psychology, and negotiations. He also serves on the Forbes Technology Council as well as an extensive number of boards across the Industry, and has participated in several Forbes Healthcare Summits.

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EXCEPTIONAL CUSTOMER CARE

many external forces.” He emphasizes

Conaway says that IT has internal

that consumers in the healthcare

and external customers: the patients

industry often become customers out

and their families, and the providers.

of necessity, and can be apprehensive

“Compared to 2001, Prime Healthcare’s

and anxious about interactions.

customers have nearly unlimited access

When it comes to technology and

to information, and they are much more

improving customer satisfaction,

informed about their healthcare needs

Conaway says that the Internet of

and expectations,” he says. “Patients

Things (IoT) has provided a new level

today tend to be more active in their

of personalization and convenience.

healthcare. As with any industry, the

Yet, despite healthcare’s position as a

needs of the customer will drive

hot market for technology, a business

changes, but at times IT in healthcare

needs to wait for trending products

can’t deliver to meet those expectations

to reach a reasonable price before

as quickly as would be desired due to

deciding to adopt. One innovation

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P R I M E H E A LT H C A R E

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“Many experts see virtual reality as a US$4bn business by the end of 2020” — Will Conaway, Chief Information Officer and Vice President of Technology


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reaching this point is virtual reality (VR)

IN-HOUSE INNOVATION

headsets, which Conaway has been

Prime Healthcare develops its innova-

evaluating for potential use in pediatrics.

tions in-house. “You don’t see this

“There is promising evidence with this

often in a healthcare system setting,”

technology in pain management, and

Conaway says. He is proud to confirm

many experts see VR as a US$4bn

that there are currently 30 proprietary

business by the end of 2020,” he says.

applications being used daily, and

“It’s exhilarating that healthcare IT

several more being rolled out across

allows non-providers to improve

the company’s sites. “These include

outcomes, and empowers providers

applications such as KryptosText

with opportunities to not only help

secure texting, a project management

their patients, but all patients and even

intake tool, a physician rounding tool,

future patients with the insights

and an infection prevention and control

gleaned from IT.”

application.” The organization also w w w.pri me he a l t hc are. com

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P R I M E H E A LT H C A R E

has more applications that will improve the patient experience, as well as a budgeting tool. “We have an entire department dedicated to innovation, and we have recently launched our Innovative Design Enhancement Approval (IDEA) Portal that allows cross-team, cross-continent, and cross-level pollination, along with direct access to Senior Leadership approval for new initiatives. We are anticipating great things for

•P  rime Healthcare has been awarded the Top 100 Hospitals in the nation 47 times, including in 2019. •P  rime Healthcare has gone from one hospital in 2001 to 45 in 2019. •E  very two days the world creates as much data as it did from the beginning of time until 2003.

this innovation.” 17

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2001

Year founded

A PROMISING FUTURE Looking ahead, Prime Healthcare will build upon its strong foundations in the US. “To say the sky’s the limit for

40,000

Approximate number of employees

HQ

Ontario, California 18

healthcare technology would be limiting.” Conaway says. He affirms that this is driven by the collective belief of employees across the company and reflected in its mission statement: ‘to save and improve hospitals so that they can deliver compassionate, quality care to patients and better healthcare for communities.’ It’s a vision that he


describes as “truly peerless in the

obstacles into opportunities succeed.”

healthcare industry,” and one that has

With the commitment to empathetic

“created a family feel at Prime Health-

customer service, and building upon

care that unites all employees.”

the technical excellence of its IT

On a personal level, Conaway has big

department, Prime Healthcare will

plans for his department: “For Prime

continue to revolutionize the health-

Healthcare’s IT department, I will

care industry.

also focus on volatility, uncertainty, complexity and ambiguity (VUCA). The ability to be prepared and run scenarios will help us stay relevant. Experience has taught me that there will be problems, and those who turn 19

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3300 E. Guasti Road, Ontario,CA 91761, USA T +1-909-235-4400 www.primehealthcare.com

Profile for Business Chief USA

Prime Healthcare – September 2019  

Prime Healthcare – September 2019