CTG’s Kochan Says Patient-Centric Workflow Mapping Exposes Gaps Product-Focused IT Teams Can Miss

In today’s health‑system landscape, mapping patient‑centric workflows has become a critical strategy for exposing gaps that product‑focused IT teams routinely overlook. Christina Kochan of CTG explains how following the patient across every touchpoint— from admission through discharge—reveals misalignments between clinical practice and technology. By conducting thorough gap analyses and designing future‑state processes that align with existing tech capabilities, organizations can transform fragmented tools into cohesive, value‑driven solutions that directly improve patient outcomes and operational efficiency.

The surge of AI‑driven tools adds another layer of complexity, pushing health IT leaders to scrutinize data quality and platform architecture. While ambient AI promises burnout reduction, its effectiveness hinges on clean, normalized data and robust integration frameworks. Kochan stresses that third‑party applications must communicate with the core EHR through standards like FHIR and HL7, ensuring that clinicians receive the right information at the right time without duplicating charting efforts. This integration focus safeguards against siloed data islands and supports the broader AI ecosystem.

Effective workflow analysis also demands a human‑centered approach. Kochan recommends observers adopt clinical attire, engage staff with open‑ended questions, and immerse themselves in daily routines to counteract the observer effect. Shifting from application‑centric to service‑line or value‑stream mapping enables informaticists to capture longitudinal patient journeys across multiple systems, from ambulatory clinics to operating rooms. This systems‑thinking mindset equips health systems to break free from product‑driven silos, streamline handoffs, and ultimately deliver a more seamless, patient‑focused experience.