By Amber Hickman |
Supply chain costs, high inflation rates and workforce shortages are just a few of the challenges continuing to affect the healthcare industry.
It’s a precarious situation and according to Trent Sanders, vice president of healthcare at Kyndryl, “any change to the ecosystem has the potential to cause a major impact”, for better or for worse.
One way healthcare organisations can tackle these challenges is by embracing technology and pursuing digital transformation. While this can seem like a daunting task, Sanders recommends organisations simplify it by focusing solely on four key platforms.
“The first platform, and first priority, should be their electronic health record system,” he explains. “The second platform should be their clinical workflow which involves clinical collaboration using the Microsoft stack. The third should be an enterprise resource planning system such as Workday, and the fourth should be ServiceNow for AI integration.
“When you build an organisational strategy around these four key platforms, it simplifies the layers of data and AI as well as the security that will be needed to protect everything.”
Sanders also believes a key trend in 2025 will be the emergence of chief information officers (CIOs) adopting a role more akin to a chief financial officer, which he says will “emphasise leveraging technology as a vehicle to enhance margin performance”.
As part of this, there is a core set of key performance indicators (KPIs) for CIOs that will prove vital over the next year to ensure organisations are on the right track with the modernisation process. Some of the most important KPIs will include volumes, claim denials and quality metrics, which can impact reimbursement or charge capture.
“While these KPIs are not traditionally associated with IT operations, they play a crucial role in ensuring the month-to-month financial sustainability of a healthcare organisation,” says Sanders.
CIOs can turn to Microsoft for support in these areas, thanks to its significant healthcare investments that ensure the entire clinical workflow can be optimised.
“At the point of care, there are technologies such as DAX Copilot,” says Sanders. “Then, tools such as generative and agentic AI enable automation in areas such as pharmacy billing and charge capture. Finally, Microsoft Fabric serves as the foundational data layer that ties everything together. This cohesive workflow impacts the entire clinical process and demonstrates Microsoft’s ability to design with intent.”
Read more: Microsoft’s Dr. David Rhew discusses how AI solutions are driving transformation in the healthcare sector in our Spring 2025 Public Sector feature
However, as technology grows, and organisations increase their digital presence they can also become more susceptible to cyberattacks. For some healthcare providers, this can be catastrophic not just for the business, but for the employees and patients too.
“Non-profits are currently living on the fringe,” states Sanders. “A cyber event will not just cause a major distraction but will also have a major financial impact due to recovery costs. In addition, it shifts the organisation’s focus away from key priorities that are crucial for maintaining longevity.”
To tackle this, Sanders recommends working with Kyndryl and Microsoft to benefit from their combined knowledge and strengths.
“Our deep engineering and industry expertise paired with advanced technology supports initiatives like platform consolidations and cyber resilience,” he says. “This can be paired with Microsoft Azure, which enables a unified platform that allows organisations to optimise their security posture and data management.”
According to Sanders, healthcare organisations can ensure success by focusing on two main paths over the next year: standardisation and behavioural change.
“Organisations need to standardise key platforms as that’s the only way to truly leverage generative AI while maintaining a strong business posture,” explains Sanders. “It is this focus on endurance that forms a solid foundation for the company. Secondly, we can’t wait around to see the impact of tools like Microsoft Copilot in hospital systems. Clinicians need to rethink how they approach their day and consider how Copilot can influence various workflows. This is essential not just for the organisation but for work-life balance too.
“Change is essential, and while it can be challenging Microsoft and Kyndryl are poised to help CIOs and leadership teams drive this transformation by removing obstacles and pushing forward.”
Discover more insights like this in the Spring 2025 issue of Technology Record. Don’t miss out – subscribe for free today and get future issues delivered straight to your inbox.