Cynthia Petrone-Hudock is chief strategy officer of The HCI Group of Jacksonville, FL.

Tell me about yourself and the company.

I have a background in financial institutions, about 17 years. I’ve spent about the last eight years in healthcare.

As our mission states at The HCI Group, I focus on collaborating somewhat from a management consultant perspective. I work with clients to identify what their needs are and then develop creative solutions that reduce the cost of healthcare and at the same time improve their ability to increase the quality of healthcare.

We were established to meet the system implementation needs of healthcare organizations, but we promote cost-effective solutions. In the electronic health record arena, that seems to be very important these days.

People always compare healthcare to the early days of banking before ATMs and online services. How do you compare the two?

It’s quite fascinating because I do see a lot of analogies. We are at the stage now in healthcare where we’re selecting systems and implementing them, but then truly sustaining them in a cost-effective way and getting to interoperability.

You think about interoperability in the banking world. They’ve mastered it. I think we’ll push a little further in healthcare when it comes to data analytics and making sure that we’re using the data that we capture in a proactive and focused way. We saw some of that in banking, too, but I think it will mean more in the protocols of care in the healthcare arena.

Treating patients as a customers means hospital systems should include some aspects of a customer relationship management system. Is there a demand for those capabilities?

Yes. A lot of our focus is on business intelligence. We launched a sustaining support service line at HCI. Our goal is to support users of the electronic health record, but when you really think about it, it’s business intelligence of how they’re using that system to meet the needs of their clinicians who are taking care of their patients is what it’s all about.

Maybe the future, when we’re talking about patient engagement, it’s really the analytics around that and the touch points of how the patients are interacting with the healthcare system which will be key. Forward thinking, where are we three to five years from now? It’s full-service care and you can interoperate on the health record. You’re certainly putting that full-service care capability in the hands of a clinician.

Back to the bank analogy, hospitals are putting in systems that run what happens inside the bank or at the ATM, but not how banks market to customers and prospective customers in between and keep them engaged. Could the same …read more