Healthcare point solutions have evolved over the years, from the internet boom to AI-driven engagement. Learn why adding more technology isn't always the answer and how simplifying, integrating, and designing for human behavior can create a better healthcare experience.
After 25 years in healthcare, I've seen waves of technological innovation come and go. From the early days of the internet boom in the late '90s through the mobile health explosion of the 2010s, to today's AI revolution, one thing remains constant: our industry's unwavering belief that the next big technology will solve all our problems.
As a father of four boys, I've learned that adding more tools doesn't necessarily make a job easier. In fact, as any parent knows, sometimes it just creates more things to trip over.
I remember when the first healthcare apps hit the market they were revolutionary. Now? The average employer offers between four and nine different healthcare point solutions to their employees. We've essentially created a digital medicine cabinet so cluttered that no one can find what they need when they need it.
This isn't just my observation. Employees are drowning in options: one app for mental health, another for diabetes management, yet another for physical therapy exercises. And who remembers which login goes with which platform? It's no wonder utilization rates remain dismally low.
Meanwhile, HR departments and benefits managers (many of whom I've worked with over the decades) spend countless hours managing vendor relationships for tools their employees aren't even using. We've replaced one problem with another.
Our industry's response to this complexity was predictable: let's create another solution! Enter navigation platforms, designed to help employees find their way through the maze we built. It was like giving someone a map after we deliberately constructed a labyrinth.
While navigation tools have helped some organizations, they fundamentally miss the point. My mantra throughout my career has been simple: Do not use technology to fix broken processes, create new processes that leverage the technology.
Navigation solutions often just layer technology on top of an already fragmented system. They don't address the underlying issues of disconnected data, incompatible platforms, and fundamentally misaligned incentives.
Now we're entering the AI era, and once again, there's breathless excitement about how generative AI and AI agents will revolutionize healthcare engagement. Companies are racing to implement chatbots that can schedule appointments, create after-visit summaries, and guide patients through their healthcare journey.
Don't get me wrong, some of these innovations are genuinely impressive. I've seen demos where AI agents make calls on behalf of healthcare staff that sound remarkably human. Tools from companies like InTrivo and Notable show real promise.
But having watched this cycle play out multiple times since 1998, I'm both optimistic and cautious. Here's what I've learned: technology itself is never the complete answer.
The fundamental issues in healthcare engagement aren't technology problems, they're human problems. They're process problems. They're systemic problems.
When my boys are sick, they don't need nine different apps, they need clear guidance on what to do next. When an employee is struggling with a health issue, they don't want to navigate a complex ecosystem of point solutions; they want healthcare that works simply and effectively.
Here's what I believe needs to happen:
As someone who has witnessed multiple technology revolutions in healthcare, I can tell you that the winners won't be those with the flashiest AI or the most comprehensive point solution catalog. The winners will be organizations that use technology to create fundamentally better healthcare experiences.
The future I'm working toward isn't one with more solutions, it's one with fewer, more effective ones. It's not about adding AI to broken processes, it's about reimagining healthcare delivery with these new capabilities in mind.
After 25 years in this industry and raising four boys (a healthcare journey in itself!), I've learned that the most powerful innovations aren't always the most complex. Sometimes, the best technology is the kind you barely notice because it just works.
What healthcare innovations have you seen that are actually simplified rather than complicated? I'd love to hear your experiences in the comments below.