Healthcare System Enhancements

Stafford Beer, the famous systems thinker, noted that "the purpose of any system is what it does"—meaning if the system isn't delivering what’s needed, it’s not the people's fault but a flaw in the system's design. #Health and #care are riddled with silos and fragmentation. Specialists, services, and apps address isolated parts of our bodies, but no one looks after us as whole persons, within the context of our lives. As society ages and grows sicker, we find ourselves bouncing between disconnected specialists, clinics, and "pathways," often unaware of our histories or other care we're receiving. Integrated Care has long been discussed but rarely delivered. The "sausage machine" model of #healthcare inherited from industry keeps optimising parts, not wholes. Demand rises, resources are strained, and waiting lists grow. Integrated Care Systems (ICSs) were conceived as a new model to bring together health and care into a more holistic approach, supporting wellness, early intervention, and person-centred care for disease or infirmity. For an #ICS to be more than a rebranded silo collection, it must serve as a system-level convener of integrated support, fostering collaboration across health, social care, local councils, communities, VCS, and industry partners. How do we shift from siloed services to holistic support that centres on people’s needs and lived experiences? And how can we view this challenge through a life course lens—Start Well, Live Well, Age Well, and Die Well? Transforming silos into systems requires a shared vision for the future and a collective journey to reach it. One that recognises that it is the relationship BETWEEN the parts that creates a strong and effective system. I’ve been honoured to work with Suffolk and NE Essex (#SNEE) ICS on their breakthrough “Future Shift” programme https://shorturl.at/RCKBM. This unique 3 Horizons programme has united leaders across the ICS to reimagine a future holistic SNEE system and the journey to get there, built on a shared identity and a "Can Do Health & Care" ethos. Stepping back to view the national landscape, we need more of this visionary, systems-based approach—not just additional funding to sustain outdated methods—if we are to build the future health system that we all need and deserve. For the Imperial Programme that develops these ideas further see here: https://shorturl.at/3nsa1 #nhs #socialcare #communitycare #healthpolicy

Pandemic Tied to Delays in Breast Biopsie A recent study published in the Journal of the American College of Radiology (May 13 —> https://lnkd.in/eUqAiDSP) underscores a troubling consequence of the COVID-19 pandemic: breast biopsy delays have significantly increased in the post-shutdown period, particularly for vulnerable populations. Led by Dr. Babita Panigrahi and her team at The Johns Hopkins University the study analyzed over 4,400 mammography exams and found that: The median time from diagnostic exam to biopsy rose from 11 days pre-pandemic to 16 days post-shutdown. Biopsy delays of 30 days or more increased from 9% to 12%. Same-day biopsies, which briefly surged to 24% during the shutdown due to institutional adaptations, dropped to just 2% afterward. Disparities deepened. Older age, Black or Asian ethnicity, unemployment, lack of insurance, and being unmarried were all associated with significantly higher odds of delayed biopsies. These delays matter. In breast cancer, time is tissue and delays in diagnosis can directly impact outcomes. As Chief Medical Officer at GE HealthCare, I find this study both sobering and motivating. It’s a stark reminder that the ripple effects of healthcare disruptions are often not felt equally and that innovation must go hand in hand with equity. It’s not enough to return to “normal” post-crisis. We must build resilient systems that can absorb shocks without compromising care, especially for those who are already marginalized. Technology has a critical role to play here: AI-driven triage, smart scheduling, telehealth follow-ups, and image-guided workflows can all help reduce diagnostic delays. But technology alone won’t close the gap. We need policies, practices, and partnerships that place patients - especially vulnerable ones - at the center of recovery planning and future crisis preparedness. We must ensure that timely breast care is not a privilege, but a standard regardless of age, background, or circumstance. #BreastCancerAwareness #HealthEquity #Radiology #WomenInHealthcare #GEHealthCare #AIinHealthcare

The Hidden Price Tag of Transition: 𝙐𝙣𝙙𝙚𝙧𝙨𝙩𝙖𝙣𝙙𝙞𝙣𝙜 𝙩𝙝𝙚 𝙁𝙞𝙣𝙖𝙣𝙘𝙞𝙖𝙡 𝘾𝙤𝙨𝙩𝙨 𝙤𝙛 𝘽𝙚𝙞𝙣𝙜 𝙏𝙧𝙖𝙣𝙨 💰🏳️⚧️ Many don't realize the significant financial burden that often comes with transitioning. As a trans woman and DEI expert, I want to shed light on these often-overlooked costs: Medical Expenses: • Hormone Therapy: • Gender Confirmation Surgery: • Mental Health Support: Legal Costs Wardrobe Overhaul - Replacing an entire wardrobe can cost thousands Voice Training Hair Removal - Electrolysis or laser treatments Lost Income - Many trans individuals face job discrimination or need time off for procedures. These costs can be a significant barrier for many in the trans community. As employers and allies, it's crucial to consider how we can support our trans colleagues through inclusive healthcare policies and financial wellness programs. What are your thoughts on addressing these financial challenges? How can organizations better support their trans employees? Let's discuss in the comments! 👇 #TransInclusion #WorkplaceEquity #FinancialWellness #DEI

Excited to share our new National Academy of Medicine report on how sex and gender identity influence disability evaluations by the Social Security Administration (SSA). We were commissioned by SSA & took part in a 1+ year process to report on the unique health challenges faced by Transgender and Gender Diverse (TGD) individuals, as well as those with Variations in Sex Traits (VSTs). We developed conclusions that could make for a more inclusive and accurate assessment process when people apply for disability benefits. **Key Takeaways:**   1️⃣ **TGD and VST Populations:** The report underscores that individuals from these populations often face significant barriers to healthcare, which can delay disease detection and worsen long-term health outcomes. These health disparities can directly impact their eligibility for disability benefits.     2️⃣ **Inclusive Language**, particularly for conditions like reproductive cancers and HIV: By removing gendered terms and focusing on the condition itself, disability evaluations can be inclusive for all individuals, regardless of gender identity. 3️⃣ **Data Collection:** Routine collection of data on gender identity, sex recorded at birth, and relevant care (e.g., gender-affirming treatments) is vital for an accurate evaluation. These data are lacking in many healthcare systems, but incorporating them into disability applications could help lead to more accurate determinations.  4️⃣ **Special Considerations:** The report highlights the need for careful evaluation of sex-specific diagnostic criteria for conditions like pulmonary function and kidney disease. In some cases, the sex recorded at birth may be the appropriate reference point, but in others—particularly for those receiving gender-affirming hormones—additional or alternative metrics may be necessary. One option is to use the measurement most likely to support an individual's disability application in cases where both 'male' and 'female' reference ranges are considered. 5️⃣ **Training for Disability Adjudicators:** Given the complexities in assessing disability claims for TGD individuals and those with VSTs, staff can receive training on the unique health and social challenges faced by these populations. This could ensure more accurate, fair, and compassionate disability determinations. By improving how disability claims are evaluated for TGD and VST individuals, we can move closer to a system that truly supports everyone. https://lnkd.in/egUKPbHT #SSA #HealthEquity #healthcare

A 2019 UNDP report revealed that 56% LGBTQIA+ Indians have faced discrimination in healthcare. And Tamil Nadu just took the first step to change that by mandating LGBTQIA+ sensitisation for all doctors, medical faculty, and students. It may sound like just another policy decision until you hear how deeply bias has scarred healthcare experiences for people from the LGBTQIA+ community. Because discrimination in healthcare rarely looks like outright denial of treatment. 📌 It looks like: 👉 Being misgendered when you’re most vulnerable. 👉 Being mocked or dismissed when you seek support. 👉 Being denied dignity because you don’t fit into someone’s definition of “normal.”   📌 A 2024 study revealed that many transgender persons in India avoid or delay care entirely due to stigma and misgendering. And it’s not just India. 📌 In the US, a 2024 KFF survey showed 39% of LGBTQ adults delayed medical care out of fear of mistreatment. When people avoid doctors because they fear being humiliated, it’s not just a healthcare issue - it’s a human dignity crisis. That’s why Tamil Nadu’s move matters. Healthcare must go beyond curing bodies - it must respect identities. ✅ Training medical students before they enter practice. ✅ Re-educating doctors and faculty who are already shaping patient experiences. ✅ Creating an ecosystem where bias is called out and empathy is built in. Tamil Nadu has set the bar. Now the question is: will this remain a one-state initiative, or will the rest of India follow? Because dignity in healthcare shouldn’t depend on your pin code. #InclusiveIndia #InclusiveHealthcare

🚨📞 Intelligent Triage for Voice Calls Zendesk just announced intelligent triage for Voice calls - a game changing feature that automatically analyzes call transcripts to extract structured insights on intent, sentiment, language, and entities. This AI-powered capability transforms post-call processes from manual note-taking to automated, actionable intelligence. 3 ways you can use this for your customer experience: 1. Automate Follow-up Actions - Trigger custom feedback surveys, alert retention teams about at-risk customers, or route tickets to specialised departments based on call content analysis 2. Enhance Reporting & Analytics - Get granular data on call drivers, customer sentiment patterns, and interaction outcomes to make data-driven CX improvements 3. Reduce Agent Overhead - Eliminate time-consuming manual wrap-up tasks by automatically capturing key information like product names, order numbers, and account details for CRM sync This feature is rolling out today for Zendesk Voice customers with the Copilot add-on, promising faster ticket resolution and more time for agents to focus on delivering exceptional customer service. https://lnkd.in/d7SK5vqP

America’s 911 system is running on fumes. 25–40% staffing vacancies are now common in emergency call centers. Dispatchers work 12–16 hour shifts, handling life-or-death calls alongside noise complaints and parking disputes. The job ranks among the top 10 for turnover, with PTSD and burnout widespread. Into this crisis steps AI call-triage. Startups like Aurelian are already live in cities from Snohomish County, WA to Chattanooga, TN. Their AI assistant screens non-emergency calls : lost property, parking, noise, while instantly escalating true emergencies to humans. This is not replacement. As NEA’s Mustafa Neemuchwala put it, AI is filling “the jobs centers wanted to hire for but couldn’t.” Why it matters: Efficiency -> Tens of thousands of low-priority calls cleared from queues. Wellness -> Dispatchers get breathing room, less burnout. Cost & speed -> Municipalities can’t wait years to train new staff. The risks are real : misclassifying emergencies, liability gray zones, and public trust in “talking to a robot.” But with $14M in fresh funding and daily live deployment, Aurelian is already setting the benchmark. Big picture: there are ~6,000 call centers in the U.S. Even 10–20% adoption could create a multi-billion-dollar civic tech market. The frontline test case for voice AI at scale may not be commerce or customer service. It may be 911. #AI #USA #Emergency

Healthcare reveals a curious paradox: the moments patients remember most deeply often happen between the expensive interventions. What We Prioritize vs. What Patients Value Healthcare systems naturally optimize for what drives revenue and regulatory compliance: patient throughput, length of stay, billable procedures. These metrics shape our workflows, our staffing decisions, and our physical spaces. Meanwhile, the gestures that build trust and create healing flourish in the margins of this measured world. The unhurried explanation, the moment of genuine presence, the extra time to answer questions exist outside our primary optimization targets. The Challenge of Individual Responsibility We often expect healthcare workers to provide kindness and compassion as personal qualities they bring from home, rather than capabilities we systematically support at work. We hope for caring while creating challenging patient loads. We value presence while designing rushed schedules. We want staff to notice and respond to human needs while measuring primarily task completion. This approach places tremendous pressure on individuals to somehow find the emotional and temporal resources for genuine connection despite systems optimized for efficiency. It's asking a lot of people who already give so much. Designing Infrastructure That Supports Connection The most effective healthcare systems don't rely on individual heroics. They build the conditions where human connection naturally happens. This looks like specific, intentional choices: Spatial Solutions: Consultation rooms with comfortable seating at the same level, family alcoves near patient areas, staff break spaces that actually allow for decompression. Operational Design: Scheduling buffers that account for complex conversations, handoff protocols that include emotional context, float staff who can absorb unexpected family needs. Technology Integration: Documentation systems that support eye contact during conversations, communication platforms that help families stay informed without overwhelming staff. Role Innovation: Patient experience coordinators who focus specifically on human needs, peer support specialists who provide different kinds of connection, care navigators who help families understand complex systems. Creating Supportive Infrastructure The opportunity exists to restructure around this insight. Organizations could design schedules that include relationship time. Many have created development opportunities that build emotional intelligence alongside clinical skills. They can measure outcomes that include patients feeling heard and supported, and design workflows that make these outcomes achievable rather than accidental. When we intentionally design for human connection alongside operational efficiency, we discover that our most powerful healing tools have been there all along. We just need to create the conditions where they can flourish.

Today's announcement brings yet another report on the future of social care, signaling a familiar pattern of discussion without decisive action. With a history marked by multiple government and independent commissions, along with numerous reports, the glaring issues facing social care are well-documented. From inadequate long-term planning and underfunding to workforce shortages and an overburdened system, the challenges are clear. So, why the need for further delays in addressing the obvious? One key aspect that continues to be overlooked is the opportunity for integrated funding. Health and social care, inherently interconnected, operate from separate financial pools. A unified funding strategy could enable the social care sector to tackle pressing NHS challenges such as delayed discharges and bed blocking. Properly investing in social care has the potential to alleviate strain on hospitals, optimize bed utilization, and enhance patient outcomes. The scope of this new report raises questions about inclusivity. Will the voices of those directly impacted by social care be heard, or will it follow a top-down approach? Furthermore, amidst these deliberations, the urgency of the current situation cannot be ignored. Residents, families, and care staff are in immediate need of solutions, not prolonged discussions. The recent allocation of £86m for housing adaptations, while a step forward, merely scratches the surface of the transformative changes required. It is imperative to move beyond rhetoric and prioritize tangible actions. The time has come to revolutionize the funding and delivery of care, placing the well-being of individuals at the forefront of our efforts. #HCMS

It’s 911 call centers turn to be transformed by AI… Emergency communications centers across the U.S. are facing a staffing crisis, but AI might offer a solution. New Orleans is pioneering an AI-powered call triage system that's showing promising results. This innovative tool automatically screens incoming 911 calls, diverting redundant reports and freeing up human operators for critical emergencies. It's estimated to be as effective as having two additional full-time staff members on duty. With 82% of call centers reporting chronic staffing shortages, this technology could be a game-changer. It's not just about efficiency - it's about saving lives by reducing response times. As AI continues to evolve, we may see more applications in emergency services, from real-time language translation to improved call routing. What are your thoughts on AI in emergency services? https://lnkd.in/eVVWvpui