Dr. Kristen Conley, CMIO at Frederick Health, discusses her experience of piloting MEDITECH’s Expanse Ambient documentation tool. Integrated directly into Expanse Now, the technology captures provider-patient conversations and quickly organizes them into relevant sections of the clinical note, reducing manual documentation, copying and pasting, and clicks.

Dr. Conely says the pilot produced clinically relevant documentation comparable to other ambient solutions while benefiting from seamless integration with MEDITECH. She also highlights MEDITECH’s responsiveness to Provider feedback and sees opportunities to further reduce documentation burden as the technology evolves, particularly by capturing structured quality measures.

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Links for this episode:

MEDITECH integrates ambient listening into Expanse EHR | MEDITECH

Healthcare Services in Frederick County, MD | Frederick Health

MEDITECH LIVE 26 | MEDITECH

Dr. Joseph Choi, an emergency physician and Hypercare co-founder, created the platform after experiencing major communication failures in hospitals, such as unreliable pagers, delayed responses, and difficulty reaching the right on-call provider. Hypercare addresses these issues by enabling real-time, secure communication with richer information sharing to improve coordination and patient care.

The platform streamlines workflows through mobile and web access, integrates with existing systems, and reduces response times dramatically. It supports collaboration across care teams and settings, helps avoid unnecessary hospital visits, and aims to expand with better interoperability and AI-driven prioritization of critical information.

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Links for this episode:

Hypercare | Clinical Communication & Coordination Platform

Hypercare Demo | Clinical Communication & Coordination Platform

linkedin.com/in/josephmchoi

joe@hypercare.com

Leaders from Ozarks Healthcare describe how their rural system is improving patient access through MEDITECH portal tools, including a new self-scheduling feature that quickly increased appointment volume and convenience for patients. They also highlight “virtual rounding,” where a remote specialist conducts visits via video while patients remain in the clinic, expanding access to care without requiring onsite presence. Overall, the conversation emphasizes using technology to streamline workflows, empower patients, and extend services despite rural constraints, with future plans for broader scheduling options and on-demand virtual care.

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Links for this episode:

Ozarks Healthcare | Healthcare in West Plains, Missouri

Priscilla A Frase, MD | LinkedIn

Brenda Cotter | LinkedIn

Patient Empowerment | MEDITECH

Aditya Bansod discusses operational AI in healthcare – technology that automates the processes between a patient seeking care and receiving it. Rather than just generating insights, this approach streamlines workflows like scheduling, communication, and intake, integrating directly with systems like MEDITECH to reduce administrative burden and improve access, especially for resource-constrained hospitals. A key example is fax automation: AI can read, classify, and route large volumes of incoming documents, eliminating manual work and delays. This allows staff to shift to patient-facing roles and supports broader improvements like automated calls, scheduling, and no-show recovery – ultimately making care more efficient and accessible.

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Links for this episode:

Luma | Operational AI for Healthcare

Aditya Bansod | LinkedIn

Leaders from two hospitals shared their experiences implementing MEDITECH as a Service (MaaS), highlighting why they chose it to streamline systems and support limited IT teams. Both emphasized strong governance with cross-functional committees, plus blended training approaches (online, in-person, and at-the-elbow) to prepare staff for a completely new system. At go-live, they reduced patient volumes and relied on internal teams and super users for support, avoiding external consultants. Key lessons included improving timing of training and increasing provider support, while ongoing optimization is managed through structured governance processes that prioritize requests based on impact and feasibility.

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Links for this episode:

MaaS Summit - 2026 Inspire Conference

Huggins Hospital

Bingham Memorial Hospital | Critical Access Hospital in Blackfoot, Idaho

MEDITECH as a Service (MaaS) | MEDITECH

Hear from Joe Corone, MEDITECH’s AI Product Manager, about the company’s strategy for integrating AI into its Expanse EHR. MEDITECH’s approach builds on prior investments in cloud infrastructure, mobile tools, and interoperability, aiming to embed AI directly into workflows. The goal is to reduce clinician burden, improve patient engagement, and support organizational sustainability – shifting from simply documenting care to “orchestrating care.” Learn about several AI tools in development, including a MyHealth assistant chatbot for patient self-service, ambient listening for physicians and nurses to automate documentation, and “Ask Expanse,” an in-chart assistant that summarizes data and generates clinical content. Additional pilots include AI agents for analyzing claim denials and drafting appeals. Joe emphasizes a future of more “agentic” AI that proactively gathers and presents information, helping care teams work more efficiently while staying in control.

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Links for this episode:

Expanse Artificial Intelligence | MEDITECH

https://www.linkedin.com/in/joecordone/

EHR Mobility | MEDITECH

This podcast features Willis Knighton Health’s team discussing how their large, integrated healthcare system implemented a structured, people-first change management process. The need arose during their MEDITECH Expanse rollout, when even small changes created unintended system-wide impacts – revealing gaps in coordination across departments and technologies. In response, they introduced a formal governance model with a Change Advisory Board (CAB), standardized request workflows, defined change windows, and strong leadership backing to ensure all changes are reviewed, communicated, and aligned across clinical and technical teams.

The new approach improved communication, reduced unexpected disruptions, and strengthened collaboration across IT and clinical staff. By centralizing change tracking and requiring cross-team input, they gained better visibility into system impacts and could proactively plan downtime or updates. The team emphasizes that success depends on continuous communication, clear criteria for emergency changes, and an iterative mindset – refining the process over time to balance efficiency with patient safety and operational stability.

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Links for this episode:

Blog post on change management by Maylin - https://www.linkedin.com/posts/mailan-nguyen-ph-d-c-mpa-a85a051a8_people-first-change-management-activity-7386832252049088513-P7_8?utm_source=share&utm_medium=member_desktop&rcm=ACoAADCPH8UBd_ixxa8bDF7CuBHcaLaC6sXEDIY

Willis Knighton Health - Top Hospitals and Doctors in Shreveport - Bossier City and the Ark-La-Tex

Methodology - Kotter International Inc

AI is rapidly transforming healthcare by automating routine administrative and support tasks – such as scheduling, patient inquiries, and documentation – allowing clinicians and staff to focus on higher-value, patient-centered care. Margaret Patachek highlights that AI-driven service desks can resolve issues faster, improve patient access, and achieve high satisfaction rates while reducing staff burnout and enabling organizations to invest in more skilled roles. Successful adoption requires a phased approach grounded in clear workflow assessment, strong stakeholder alignment (including IT, clinical, legal, and marketing), and attention to privacy and compliance. Looking ahead, AI has the potential to connect fragmented healthcare systems, analyze large-scale data, and guide best practices, ultimately improving outcomes, operational efficiency, and financial performance across organizations.

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Links for this episode:

LinkedIn – Margaret Ptacek

Experis – Tech Staffing & IT Solutions

Experis IT – Service Management Solutions

In this episode of MUSE Views, Brett Wangman discusses his role overseeing the organization’s technology strategy and digital member experience. He manages the Higher Logic platform that powers the MUSE website and community forums, along with systems for membership, payments, and analytics. Much of his current focus is preparing for the upcoming MUSE Inspire conference in Chicago (May 19–22), including managing registration, exhibitor logistics, conference website updates, and the event mobile app.

A key highlight of the conversation is Aidan, a new AI-powered search tool available to logged-in members. Aidan helps users find relevant information across forums, webinars, presentations, and other member resources by allowing natural-language questions and summarizing results with links to the original sources. While it only searches within the MUSE platform, it is designed to surface existing knowledge, reduce duplicate forum questions, and make community resources easier to access. Brett also encourages members to try the tool and share feedback to help improve it.

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Links for this episode:

Home - 2026 Inspire Conference

Member Engagement - Higher Logic Consulting - TCAG

In this episode of MUSE Views, host TJ Temple speaks with Josh Bessler about his path from bedside nursing to healthcare IT and his role in the hospital’s transition to MEDITECH Expanse. With a long-standing interest in technology, Josh joined the Expanse implementation team and now primarily supports providers, helping physicians navigate the EHR, improve workflows, and bring forward enhancement ideas through advisory meetings and PAC involvement.

A key topic is Morris Hospital’s expanded change control process, which Josh helps coordinate. The process goes beyond MEDITECH-required approvals to provide organization-wide visibility into system changes, using a tiered model for informational, standard, and emergency changes. This approach has improved communication across IT teams, helped the help desk anticipate issues, supported regulatory and audit needs, and encouraged cross-department collaboration.

The conversation closes with reflections on how change control evolved from a perceived burden into a valued practice, inspired similar efforts outside IT, and with Josh’s enthusiasm for attending the upcoming MUSE Inspire Conference in Chicago, close to home for Morris Hospital.

Laura begins by describing her path into healthcare, explaining how her experience working with a neurologist inspired her to shift from medical school to becoming a nurse practitioner. While in nursing school, she also completed a graduate degree in social anthropology, which she says has enriched her perspective and career. She explains how she and her team came to work in Alaska, outlining the vast region their organization serves and the unique transportation and cost challenges that affect care delivery.

Laura discusses what it means to be an Alaska Native and part of the Indian Health Service, providing context for the population they serve. She shares her experience presenting at the MUSE Inspire conference, and explains how their organization reworked its referral process using MEDITECH Expanse. She emphasizes the importance of ensuring proper staffing and support before undertaking such large workflow changes. Looking ahead, Laura says they plan to focus on data optimization, building registries, enhancing Business and Clinical Analytics (BCA), and leveraging patient connect tools to improve care and efficiency.

Dr. Buley describes her journey into medicine, what brought her to Alaska, and how she transitioned into leadership. She explains her organization’s selection of MEDITECH Expanse to achieve a “one search, one practice” model that improves continuity of care. Currently in the early post–go-live phase, they are currently focused on governance.

She highlights how Expanse has enhanced their referral process as they add new specialties, and how AI scribe software is reducing after-hours charting. Dr. Buley also notes the integration of the PAC committee into the Medical Executive Committee to strengthen collaboration.

On the patient side, she emphasizes the importance of portal engagement, using QR codes during visits and on marketing materials to boost enrollment. Technology like Starlink is enabling improved access to care in rural areas. She also discusses the value of the MUSE community and conference, and concludes by sharing her appreciation for the arts scene in Juneau.

Eric, currently serving as chair-elect on the MUSE Board and a co-Chair of the MUSE Commercial Member Committee, shares updates on his organization’s recent initiatives since his last podcast appearance. He describes his career path from RN to CIO, emphasizing how involvement in EHR projects and collaborative meetings created opportunities for leadership. He attributes much of his success to the colleagues and teams around him. A major focus of the discussion is a nursing efficiency and satisfaction initiative driven by KLAS Arch Collaborative feedback. The effort included forming the “FUN TIME Committee” (Free Up Nursing Time), which reviewed documentation workflows and gathered over 150 suggestions from nursing staff. They uncovered significant documentation bloat – requirements no longer necessary or relevant – and implemented a structured change-control process to prevent overwhelming clinicians. The project delivered substantial results: 2.8 million clicks eliminated, 1,600 nursing documentation hours saved, and nursing satisfaction improved by 20 points on the KLAS scale. They leveraged MEDITECH enhancements, including improved handoff functionality, to streamline processes. Eric notes that not every request could be solved; the most important factor was ensuring nurses felt heard. He discusses who was involved, how organizational buy-in was secured, and how other groups might begin similar efforts. They close with a conversation about the upcoming MUSE Executive Institute.

Melanie introduces her organization, outlining her role, and sharing impressive statistics on their patient visits and service coverage area. The conversation shifts to the International Education Exchange (IEE) contest and a comparison between the MUN (MEDITECH Users Network) and MUSE Inspire conferences, highlighting similarities and differences.

She then discusses her recent award-winning IEE presentation, which focused on UK laws regarding patient rights and freedoms. Melanie explains how her team leveraged MEDITECH documentation to enhance compliance, improve patient safety, and boost staff confidence in meeting legal requirements.

Melanie is a repeat IEE winner – perhaps she’ll try for a third IEE title!

Dr. Harrigan begins by introducing her organization and her role, outlining current initiatives on the technical, EHR, and construction fronts. Clinically, she highlights ongoing work to integrate orders directly into provider documentation and explains the planned rollout for this new ordering functionality. We also hear about her facility’s virtual transcription initiatives.

She shares her personal journey into medicine and informatics, and then discusses her experience as a panelist on the Physician Summit at the recent MUSE Inspire Conference, emphasizing the value of exchanging knowledge within the MUSE community.

Plus, learn about Dr. Harrigan’s passion for cycling, including commuting to work year-round. It snows in Vermont!

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Mentioned in this episode:

LinkedIn - Deborah Harrigan

Home - Northeastern Vermont Regional Hospital

Trevor shares his career journey from pathology into IT, highlighting his strong team and culture at Wooster, details about the facility, and the current EMR environment. Regarding their robust downtime process, a key principle they follow is “Luck Favors the Prepared” – starting with early, frequent communication and close collaboration between IT and clinical teams to choose optimal downtime windows, with flexibility to adjust if needed. Transparency and meeting expectations are crucial for maintaining organizational engagement.

He describes a living downtime playbook that outlines steps before, during, and after downtime, continuously updated with system changes, lessons learned, and user feedback. Trevor notes how dependent users are on electronic systems today, making well-executed downtime processes essential, and acknowledges MUSE as a valuable resource for his team and organization.

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Mentioned in this episode:

PowerPoint Presentation

Wooster Community Hospital | Award-Winning Medical Care

LinkedIn - Trevor Clere

In this episode, Samantha shares her journey from bedside nursing to a leadership role in informatics, offering insight into her current team and organization. She reflects on her recent experience attending and presenting at the Inspire Conference regarding her innovative approach to team education.

She explains the motivation behind launching a “Back to Basics” initiative – focusing on foundational training to strengthen clinical and technical understanding among staff. Samantha introduces The HUB, a creative on-unit training method that delivers short, informal educational sessions directly to users in their workflow.

She also explores how her team is using social media as an unconventional but effective channel for staff education and engagement at Halton. Recognizing provider demand for more advanced training, Samantha shares plans to expand a successful internal “Masters” program – initially designed for providers – to include nursing staff as well. She emphasizes the importance of tracking progress through surveys and real-time feedback to ensure training methods remain relevant and effective.

The episode concludes with Samantha offering practical advice for organizations just beginning their informatics and education journey.

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Mentioned in this episode:

Halton Healthcare

Presentation from Inspire (Behind Paywall): https://www.museweb.org/2025inspireconference/viewdocument/pending-ai-115-monthly-informat?CommunityKey=ea7c37b8-cfa7-46bb-b3bf-0192e4125d10&tab=librarydocuments

Talk: The science of conversation and the art of being ourselves

In this episode, Whitney returns to share updates following her recent presentations at the MUSE Inspire Conference. Whitney begins by outlining the current state of the EHR system at Citizens and their role as an early adopter of the MEDITECH Cloud Portal. She provides a detailed look into the implementation of the Current Stay Dashboard, highlighting the planning process, stakeholder engagement, and phased rollout strategy. Notably, she discusses the inclusion of their patient committee in early adoption, underscoring a strong commitment to patient-centered care. Whitney walks through the features of the dashboard, emphasizing its impact on transparency and patient safety. She shares a compelling real-world example in which a patient safety concern was identified and addressed by a family member using the dashboard, showcasing its practical benefits. User feedback has been overwhelmingly positive, and Whitney highlights other valuable cloud portal features such as surgery dashboard visibility and appointment rescheduling capabilities. The conversation concludes with Whitney expressing excitement about the upcoming Priority Pack release.

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Mentioned in this episode:

Muse Views Episode 50 - https://redcircle.com/shows/70e0abdf-7b93-4021-ad26-fa0a7497bad9/ep/c4a1fff2-5e7f-420b-8e10-f6c7abc95154

Recent inspire presentation (behind paywall): MUSE Patient Engagement Presentation May 2025 and PowerPoint Presentation

Citizens Memorial | CMH Medical Clinics & Hospital |Bolivar, MO

In this interview, Holly provides an overview of Bingham’s impressive achievements as a small critical access hospital, highlighting key team efforts, service statistics, and the innovative strategies they employ to deliver high-quality care. She emphasizes the organization’s effective use of MEDITECH tools – including Care Compass, Registries, and Patient Connect – to enhance patient engagement, streamline care management, and improve staff efficiency. Tim reflects on his career at MEDITECH, and shares insights into the growing adoption of the MaaS solution. He underscores the value of MEDITECH’s new portal tools in enabling patients to take a more active role in their care. The conversation further explores how Bingham leverages these technologies to drive measurable outcomes. Holly explains how utilizing registries and chronic care management programs has not only improved patient outcomes, but also increased reimbursements and funded new initiatives. She shares real-world success stories to illustrate the impact. TJ closes the discussion by inviting the guests to share innovative use cases of registries from Bingham and other MEDITECH clients.

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Mentioned In this episode:

We Take Quality to the Next Level | Bingham Healthcare

MEDITECH as a Service (MaaS) | MEDITECH

Tim’s Inspire Presentation (behind paywall): https://www.museweb.org/2025inspireconference/viewdocument/pending-ai-165-optimizing-medit?CommunityKey=ea7c37b8-cfa7-46bb-b3bf-0192e4125d10&tab=librarydocuments

Holly’s Inspire presentation (behind paywall): https://www.museweb.org/2025inspireconference/viewdocument/pending-ai-124-leveraging-patie?CommunityKey=ea7c37b8-cfa7-46bb-b3bf-0192e4125d10&tab=librarydocuments

We open with a discussion of the recent MUSE Inspire conference and MEDITECH’s participation – and the value they realized from attending. Rachel talks about her keynote presentation – co-presented with Shannon Connell, Vice President of Customer Experience at MEDITECH – regarding MEDITECH initiatives on both the customer experience side and the technical side with Expanse. We learn about MEDITECH’s data exchange initiatives and the Traverse exchange tool, and the numerous key enhancements slated for the future, especially related to AI and vendor integration. Rachel provides an exciting promotion of the upcoming MEDITECH LIVE event!

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Featured in this episode:

MEDITECH LIVE 25 | MEDITECH

Keynote - 2025 Inspire Conference – behind paywall

MEDITECH Blog | Rachel Wilkes, Director, Marketing, MEDITECH