When it comes to primary care, the role of the support staff is often overlooked. In a typical primary care clinic, I once cared for a panel of patients. I naively believed I could handle it all by myself. But in reality, Sandra, a seasoned medical assistant, and Linda, the secretary managing our schedules, were crucial in providing comprehensive care.

Why Their Presence Matters

These two individuals knew the patients well. If a patient needed an urgent appointment, Sandra would squeeze them in. For a refill, Linda would try to get it processed without a visit. They also knew how to provide words of reassurance when I wasn't available. They had a deep understanding of the patients and their problems, which allowed them to triage effectively. Linda, in particular, knew how to get a hold of patients. For example, when calling Ruby, she knew to call her daughter Dee as Ruby was older and blind and uncomfortable answering the phone.In the past, there were more Sandras and Lindas in American medicine. But now, they seem to be in short supply. Instead, there are more administrative staff, but they are misdeployed. The trend is to centralize call center operations for efficiency, but this comes at a cost.When you call a big healthcare system or medical group these days, you're more likely to reach a low-cost centralized call center rather than the front office. These call center agents may be good at scheduling within the system's limits, but they lack the personal connection to provide immediate assistance. They can't get a hold of you or your family easily, and they don't know your doctor. This leads to a game of human ping-pong, with calls and emails going back and forth without a satisfactory resolution.A few months ago, a colleague's mother faced a similar situation. She needed to see her orthopedic surgeon urgently but left several messages with the call center, which went unanswered. She was told to go to the emergency room for her problem, which was confusion about pre-operative instructions. Eventually, she cheated and used the doctor's option on the call-center menu to reach her surgeon's office. This shows the inefficiencies and inconveniences caused by call center centralization.The call center gurus and health system process engineers may claim that the issues are with the processes following centralization. But this is incorrect. Centralized call centers undermine the well-coordinated team sport that is healthcare. They break up the personal connections between patients and staff and erode the quality of service. True great medical care depends on deep human connection at every level.Physicians at numerous US health systems and medical groups have provided significant input into this article, highlighting the importance of restoring the role of the Lindas and Sandras in American medicine.

In the ever-evolving landscape of healthcare, Lifepoint Health's senior vice president, chief medical officer, and chief quality officer, Chris Frost, MD, has some intriguing predictions for the year 2025. His insights shed light on the dominant themes that will shape the industry in the coming year.

Unveiling the Future of Healthcare with Lifepoint Health

Healthcare AI Developments Will Accelerate

In 2025, the adoption of AI tools in healthcare is set to skyrocket. Ambient listening technology will become an integral part of clinician-patient encounters, capturing and organizing unstructured data seamlessly. It works parallel to both the clinician and the patient, filtering out extraneous information and providing valuable insights. For example, when a patient shares travel history or information about an exotic pet, the AI prompts the clinician to ask relevant questions about environmental exposure or zoonotic infections. This technology not only generates documentation but also enhances the quality of care by ensuring that all relevant information is captured.Virtual sitting in hospitals is another area where AI will make significant strides. In a workforce-challenged environment, any technology that allows clinicians and nursing staff to focus on their core tasks is highly beneficial. AI tools with a virtual sitting function can reduce fall risks by alerting nursing staff when a patient shows signs of getting out of bed. It has an advanced algorithm that can distinguish between normal bed movements and those indicating potential falls.Moreover, in 2025, there will be a focus on developing AI tools that complement clinical workstreams. Lessons learned from the electronic health record experience will be applied to ensure a smooth integration of AI with clinical workflows. AI engineers will also take a proactive approach by listening, watching, and learning before deploying these tools to ensure they adapt to the needs of healthcare providers and patients.

Health Equity Reaches a Crossroad

Health equity has already made significant inroads in healthcare, but in 2025, it will face a crucial test. The industry is caught between the forces of diversity, equity, and inclusion (DEI) on one side and anti-wokeness on the other. CMS and The Joint Commission have been diligent in using data to identify patients at risk due to health disparities and social determinants of health. This is a positive step forward, as it allows healthcare providers to address issues that have often been overlooked. However, there is a concern that health equity may get caught up in cultural wars, which could derail its progress. It remains to be seen how this tension will play out in 2025, but it is a topic that will demand careful attention.

Telehealth Revolution Continues

Telehealth is set to continue its upward trajectory in 2025. With an estimated shortage of nearly 90,000 physicians by 2036, telemedicine, remote patient monitoring, remote therapeutic monitoring, and the expansion of wearables will become increasingly important. Remote patient monitoring allows clinicians to gather real-time information about a patient's disease process, enabling them to make timely adjustments to treatment plans. For congestive heart failure patients, daily weight monitoring is crucial, while for those with hypertension, multiple blood pressure readings are essential.Remote therapeutic monitoring takes telehealth to the next level by providing both monitoring and therapeutic guidance through embedded clinical algorithms. This offers clinical decision support to both clinicians and patients, enhancing the overall quality of care. Whether it's through telemedicine or other remote monitoring technologies, telehealth is poised to play a vital role in addressing the healthcare workforce shortage and improving access to care.The HealthLeaders Exchange is an exclusive community where healthcare executives can share ideas, solutions, and insights. Join us on our LinkedIn page and become a part of this dynamic community. To inquire about attending a HealthLeaders Exchange event and becoming a member, email us at exchange@healthleadersmedia.com.