Building Digital Transformation Teams That Can Adapt to a Rapidly Changing Healthcare Landscape

hi everybody we’re uh we’re live on uh today’s webinar um and we’re with Bill Gagnon again for the third uh episode in our series around digital transformation I want to introduce Bill hi Bill welcome to the show can you uh introduce yourself hi Brian how are you thanks for having

me today for a third time back um I wasn’t canceled yet it’s great well hi everybody I’m Bill Gagnon I head up a digital marketing and transformation over at Boston Children’s Hospital awesome and I’m Brian Anderson I’m the CEO of Augusto digital we do Consulting digital transformation and custom software Solutions in healthcare and uh Bill’s been one of our clients and he has amazing insights and I think it’s great to be able to to share them with everyone and so today’s focus is going to be on building digital transformation teams that can adapt to the rapidly changing Healthcare landscape and so I’m going to start that off just by letting Bill kind of help us understand a little bit more about this landscape so Bill how has the landscape evolved in recent years and what key digital

transformation Trends do you see shaping its future so I I think I’ll take the first step by kind of going into the employee point of view because that that’s really kind of tricky it’s you know you can’t really transform anything digital if you don’t

have a good infrastructure team right and what I found over the years is that a lot of the people that are out there on the market now they’ve um it’s almost like hospitals they’ve all become specialized clinicians so the old days like when I started out my career you

know you’re kind of like head Chef cooking bottle washer right you’re doing a code of websites you’re building the website you’re doing the graphics you’re doing the marketing uh now everybody specialized and while that’s great and you get some really good you know skill sets out there it’s hard to build a digital transformation team because you really need people that can work together and across all the platforms and the other thing I also look forward to is that you know when I have a team that’s built for this I want to make sure that you know not always do I hire somebody that comes from the healthcare Arena because people that come to our website at the hospital and look for different things they want the same ex you know same experience they have on Amazon’s apples different places that they shop on and if they don’t get that so that’s why I look for somebody that has like a retail background or somebody that has more cross-platforms that has worked different areas Healthcare is great to know you know basically What patients need in clinicians but it’sdefinitely what I’m looking for is that next thing because they also you know bring Cutting Edge technology to you when they come from other places as well like what are they working on what are people expecting and that second part of your question was like you know what’s

emerging and things like that and you know I think that the last conversation we talked about foreign we’re back live again um so yeah we’re just going into Trends right so like what are you seeing emerging right now in the health system Healthcare landscape so as we’re coming

you know as we’ve come out of covid um and you know into bigger mainstream people are still you know looking for you know a lot less um of travel getting into a location to be seen so you know I think that one of the things that you know we were excellent at starting up which is like

virtual visits and other type things online uh people want to keep that going and so we’re doing more that we can to give more information and do the less about you know like maybe having to come physically into the hospital and things like that and a lot of that tends to be

around like I mentioned earlier the tools like the chat Bots the um you know the video uh one of the things that we’re working on now with our chatbot is adding in video and also escalation to a live person so that way they can actually talk to that and maybe down the

road who knows maybe it’s going to be a nurse that can actually do some triaging and help people know where they need to go um they’re also you know as we see in the news every day there’s a lot of emerging Technologies you know there’s chat GPT that we’re always keeping an eye on but we’re also cautious at the same time as I mentioned last time is that you know Healthcare is something that has to be you know A Defined answer and support we’ve got to be careful on what we’re actually telling patients and families when they’re actually asking for these things um but we’re also you know one of the things that um we’re also looking at too is you know it sounds like it’s you know old school but it’s just translations in language it’s always a challenge which when you have a website that’s you know 30 000 pages of content so full we need to be able to you know talk to every language and all of our tool sets as well so these are some other things that we’re you know we’re looking at working at as well yeah yeah and I also you know that digital front door really becomes the front door for a lot of people that’s where they start right right exactly and uh probably the majority of people start there these days do you think or I I absolutely do and I think that you’ve gotta you know the other day I was in a meeting with my team and I was thinking I went back to my days when I was at Citigroup and you know everything was kind of like on the table as possible and you know one of the things I brought to my team is that you know we’re seeing that 40 of people are not even going to a website anymore they’re actually making their decisions on you know basically on Google and the reputation management portions as I was mentioning about and so what we’re trying to do now is bring some of our technology that’s on the website like our chat bot like you know virtual videos and put that on

to embedded into Google or other areas that people are looking at and then get them from there to come talk with us as opposed to going to the website all together because people they’re looking for instant gratification and you got to be there with the tools to get them yeah

and it’s just like a normal a normal business right you’re building a funnel that you know is built around search and people’s needs and where are they going for information and how do you become one of the answers or the answer and how does your reputation play

into that I know reputation Management’s a big a big part of what you need to do your your your staff your doctors they have reputations to to live up to right absolutely absolutely ratings and reviews that’s that’s a big thing right there too when people actually think and

you know you can’t ignore that you got to make sure you have it but you know make sure that it’s you know it’s cleansed appropriately so it doesn’t have like things that are you know um you know about traffic coming into the hospital as opposed to the actual visit yeah and then you’re also kind of under different constraints too because you have HIPAA and there’s rules around cookies and what you can’t store and store about people I sleep at night I think that a lot of people that are listening in are going to have that you know it’s a challenge um we’re we’re going through it multiple right now it’s that you know everything you do and just just to have intuitive information and you know it’s not even you know if we extrapolate all the HIPAA issues because you know that’s so first and foremost that we’re very you know

good about having things you know saved in the HIPAA compliant database but it’s more about just a general like who came to the site and you’d be surprised at how you know careful that you have to make sure everybody knows about it and then what tool can you use and are they you know are they um basically being supportive to the you know the community that’s using it it’s a challenge and I fear that you know it’s one of the things that could you know I’m seeing Hospitals now you know in the in the local Boston area that if you go to their site there’s no there’s not even any code on there to track anything yeah so they’re running blind and you know that’s that’s fine you can get away with it for a little while but then things start happening like you’re drop out of search because they’ll see you so all these things have a cascading effect on it and we’re we’re dealing with it right now and like you said you know things happen every day and you know I I just had a battle come the other day it’s like you got to be careful that if you don’t you know keep some sort of metrics going how matter you get that done it’s you know you could actually you potentially lose grants to researchers because there’s something in the contract that says that they need to have you know proof of what they’re spending money on and show the results

and everything so there’s a lot of moving parts right now more so than I think before I think they were there but it was just like nothing was really kind of being seen and everything was moving nicely yeah things have popped up and there’s more restrictions it’s you know

it’s that way and that’s why one of the things that you know I’m glad that we actually took a front seat on doing ourselves outside of HIPAA you know is also ADA compliance and that we made the website you know so you know a very ADA Compliant and every feature and

functionality and like the chat tool and um we just added some readspeak to the whole site so it can be read out loud so there’s different things like that to say you know ahead of the Curve yeah totally and it is interesting because it’s like you know the digital

front door and like all the way up to that top of the funnel into like Google and then these search Technologies and like kind of how that leads into this funnel of a conversion and then and then there’s like a whole customer success portion of it on the other side of the bow tie of that funnel that’s all about the internal and how do you continue to build like a great experience for that person that family that patient that referring doctor whatever the customer is um and how do you streamline it all for your employees so that they have like good working you know experiences as well you know yeah it’s definitely a challenge and one thing I would say is that don’t be afraid to you know kind of go old school sometimes and you know what I mean by that is you know you can put all the best Technologies in place and have it all set up but the reality is you know especially in healthcare uh parents especially with you know in the Pediatric side of things parents want you know they’re they’re concerned about their child and they’re very nervous about what’s going to happen they need to be you know basically comforted and talk to a live person and so humans are a big portion of this and so you know that’s one of the things that that we do is that you know I could have a bunch of tracking but you know the biggest challenge for a digital person is that

how do you get the you know tracking from the person that saw you in like online and then they pick up the phone and they call you organically so you lost it all right so a lot of things that we’re doing is we’re you know like I said old school is we’re doing it like the days when you had like affiliate programs back in like I’m dating myself now the 90s late 90s where you go and you write a code out of the book and you put that into the UTM and the code on the you know URL and then the phone call would come through and trigger on the dialer and then you’re able to assess that but then you’re relying on people to put that into the system and document that came from Google my business from you know uh different places but at least I can actually at the end of the day go to like you know the c-suite and say look at the results we’re having you know most people coming in so you know I’m a big believer it’s like you know merge you know anything you can do digital but also have the backup of having it right because you’re gonna have to have that so like kind of that’s

a good setup for like the scope of what digital and digital transformation is like inside of a large health system so like as a leader who’s you know spearheading this um you know what are some of the critical factors you consider when assembling uh digital transformation

team well you need you need people like I said before that are really you know it’s helpful if they’re cross-trained in other areas I find that people are siled in one they don’t really think outside the box and you know a lot of times when you’re coming in like every time myself

when I take a different um career path and I you know want to learn a different skill set I’m going a little bit probably four to five years back in time because they wouldn’t need me if they weren’t back in time right and so they need to have somebody that can actually get them caught up with everything so you need to have people that are flexible with that and understanding of it um and you know that is part of the challenge on it um you also need like I said people that you know have tried different things and that they bring that with them when they come because you need to have that just new experiences to give a shot and try and the other the largest thing is that you know I don’t want to say that you know the they have to be people you know persons but they do need to be able to listen and that’s a skill set that’s really not you know rampant these days because a lot of what we do is you know we have meetings um you know all times a day even at night I was last Friday at seven o’clock I was meeting with a different team of parents at the hospital because they had the time to tell me what the experience is and that’s what you learn so much because at the end of the day those are the ones on their website yeah yeah and and so like you’ve got this kind of cross-trained group of people and it really you mentioned before it kind of starts with this internal team first right so you’re you really need a core like what are the types of people what are the kind of um things that make them successful well and you know another thing I’ll throw out there too is we you know

Boston Children’s Hospital you know it’s a you know good sized hospital system with you know our satellites but we do run things you know really Slim so I don’t have a very large team and so I guess a lot of people do have to be cross-trained in that and we just break

it down by the you know basically all this you know the components of what goes into a successful online business where you have your developers you’ve got your producers you’ve got your UI ux team you’ve got your metrics analytics and then we also have a full arm for you

know CRM for all of our um you know customer engagement type things that are going on and also email and marketing automation yeah people and also together and reputation as I mentioned was the last one that we just had to do because um literally overnight it was just

people literally were just saying oh I’m just gonna go there and I found the doctor I want and then I’m going to reach out to them and get that appointment and then like those teams also have to like build relationships right like oh yeah maybe you could speak to that a

little they need to Gel really well and so what we end up doing which works out really well is um take like a little page out of the book of our you know it counterparts is that we have daily scrum meetings and so basically that helps us out and we even do it we have scrum

meetings with like people that we work on your team so it’s like we keep aligned with the project but we also have everybody you know knowledgeable what’s going on and then they can add their input onto it and that’s I find that’s where you get a lot of the the

what-if moments people you know like the reputation person might say well what about the you know do we do this to get better ratings and reviews on the site and so these are all things that I love to hear because then they start to gel Better Together as opposed to just like being in a silo and not having anybody to talk to yeah and there’s like other stakeholders like you have to build sponsors within your company right like in within the hospital and that you just hit up on it that’s huge I think anybody in the hospital that a a new either technology or system or just go a different path have a stakeholder that’s going to be a partner with you because there’s nothing better than you know I think I mentioned in my last seminar with you is that you know getting up in front of everybody like adepartment heads meeting in a hospital whereas you know it’s a little bit of church and state in the hospital you got administrative you’ve got clinical and but if you come together in the partnership is Administrative and clinical talking to you about this it makes it more solid and strong and believable and people want to buy into it and it also helps a little bit keeping up the Jones estate mentality too it’s like well if they’ve got it I want that right right that’s how change is happening right exactly and then um you know what about like culture like you know that culture of innovation that culture of continuous learning like can you speak to that like what do you do to promote that within your team so when the team or in the hospital just in the team um within your team and then broader I think like okay yeah yeah because um in the team it’s it’s funny it’s not so much promoting it but it’s keeping it there if that makes sense because I think you know I love when I see new people starting on board and you know and it was a little rough during covert because people were actually were you know coming in and they they didn’t come into a regular office right they came into a zoom and they started working from round one so you lose a little that connectivity now that we’re you know back in the office and and getting back

together again I’ve noticed that you know sometimes you do get um you know a little bit of uh not so not so much kind of like they want oh no his connection has failed again yeah I think that like we’ll wait for him to come back here but you know I think that

culture is an important part it’s part of like uh um what we’re what why we love working with Bill and his team is he does a great job of uh building a team building a culture of wanting to change and make a difference see if we can get him back here

hey Bill you’re back there you are all right your connection’s up and down today yeah so like kind of speak to that um that uh culture and and keeping it yeah and it’s it’s like I said it’s always good you’re not always able to bring on new people uh but it’s you know

one of the things that I’ve I’ve been doing too is you know like with your company I ask for like every six months can we have a best practice sharing type of a get together nothing fancy but just let’s talk about what everybody else is doing because I do think that when teams get

you know in a role after a while they become very much like you know automated you kind of do this and it’s all the same yes there’s new things you might be bringing on for you know the next fiscal year but you do get caught up into your regular you know regular rigor and I

think it’s great to hear different things that are out there and like I said when you said a person that does our paid search she came in um and she just has like you know all these different thoughts and people are like this is great it’s refreshing and you know the what if conversations start happening again as opposed to like just go you know from how this is how we do it to what if and so and it’s you know it’s just it happens happens organically that’s why I try to keep either people coming in to talk about it working with you guys working with other teams that you know actually that can give us some you know best practices and things like that because you’re always there’s always something on the horizon that you could use that you don’t have yeah yeah and it’s like promoting that ability that information sharing working together communicating like uh serving the the ultimate purpose of what you’re trying to do which is right and improve the patient experience or or improve the efficiency of how you operate or do things within the within the hospital right and uh you know so like let’s talk about Partners you know we’ve been a partner for for a while now with Boston Children’s like you know what’s it like like what’s the criteria do you use to select the right partners and how do you ensure you that you get like a good collaboration between your internal teams and your external uh experts yeah it’s um I don’t want to say it’s a great question I love when I’m in seminars people say that but it’s actually a nice direct question I’ll say it’s um it is something that comes up and you know you know I think I’ve told you this in the past and you know you luckily didn’t take it personal but I am one that’s really kind of um averse to sometimes outside partnership um because it’s it’s another like management that I’ve got to do and a lot of times too I know what it’s going to be like to get the team to play nice together because I’ve been on the other side of things I remember like growing up at GE and you know you would go into the you know president every like week and you pitch this what we should be doing what we should be doing and then you see this other like you know million dollar vendor come up and they do an assessment same exact thing they’re like oh we should do that it drives you insane you’re like oh my God it’s like I’ve been telling you this so you know you kind of It kind of organically just happens as somebody that grows up in the industry that you are a little bit adverse to it because you’re you’re a little you know offended that they’re not taking your suggestions when you’re talking about it because you’re the industry expert inside the organization uh with that being said it that’s why you know um it is a little bit of a challenge for me to like you know pick up the phone sometimes and so like I was telling you at the other day that you know I tell myself that you know once a month I’m gonna let somebody through that has a new thought or energy I want to like learn about it so I try to like sit with the new you know team or a new vendor to find out what’s going on that we should be looking at um you know but it is hard to get it in and it’s even harder with your teams um you know the other day for instance we were working with um you know design team that was working on a similar project for the trust and I literally had to have a pre-call with my team just to be like all right everybody take a breath it’s like you’re just not a judgment on what you can do or what you bring to the table but it’s a collaboration and if done right it really works well and like going back to like you know your team coming in on this you know we I had to do some more things I mean especially when you know we had um it was a very sensitive time because we just produced and built our um site migration from sitecore to Drupal which was no easy um deal and standing it up on AWS where we needed your help on completing that setup on AWS and you know of course you know when you go to your team the first thing I think is like well am I not doing my job like yes you are but we need to make sure that we’re fully stood up and there’s other things I want to work on and what I like about the relationship that we’ve built is that I use it as like you know I refer to as a two-way street is that you know I don’t have a lot of people so I don’t want to over capacitize them so a lot of great things is when I have stuff that’s runoff or overflow that’s what I can

bring in your team to help out on it so right now like you know sometimes I’m on calls and I don’t even know I I do know but it’s like my mind is like I think they all work for me because they all they all gel really well and they’re bouncing ideas off each other and

there’s no like negativity coming out of things where sometimes you know I’ve seen that where you and you bring on a vendor it can happen because you know of course the vendor is going to come in they want to do the best they can to get more business but I liked your approach

that you don’t do that you look at it like well how let’s listen and figure out what we can do to help that’s what really matters the listening part is like learning your your business how you run it yeah yeah so it’s like you’re do you have a way of like seeking that out

like do you feel that in the very beginning when you start to interact with people that you decide to work with it’s it’s the it’s all in the approach it’s like dating it’s you know if they come at me strong I’m like oh boy I don’t know you didn’t buy me a drink yet you know so

the walls go up a little bit but if you come at me and just say you know look you know could you you know could you share how you actually did this because I think everybody has pride of their ownership of what they’ve done or what they’ve been a part of and so I’ll be

more than willing to say yeah I can talk to you about this or how we set this up or even you know could you give me um way ideas of how you got around uh different things and it’s almost like when you’re at um you know now people are coming back together for conventions things like that but you know a couple times I’ve done round tables and when you’re done presenting and you’re off you know in the regular crowd you know you know having a you know working session I love that when people come up to you and say hey I caught this last

and uh you know what’s the special sauce for getting big projects going and forming teams there well I think the Special Sauce is what you had mentioned a little while ago is that you know one uh first thing you do is Strike up a partnership with somebody that’s well

known in the hospital that is very um is always known as a backer and that’s you know vocal about the things as well I’ve got a few go-to’s that I work with on a regular basis and they’re very helpful in just getting the word out there and backing it up second thing is don’t try

to come to a you know um you know a meeting with like a presentation and try to sell something that’s not even like you know in theory available it’ll drive especially clinicians to drive them crazy uh they’re gonna shoot holes in it and rightly so it’s like always come with a

real life working pilot or a demo because that’s the wow factor on that’s what we ended up doing I mentioned last time is you know we had a meeting in the department heads which is like you know all of our faculty and we we actually did a presentation where I was a chap I was talking back and forth to you know the somebody in the support staff and we had them on the phone talking and doing different things and you know everybody’s kind of looking around like that’s real that’s that’s live I can actually use that because the worst thing is when you try to you know you get somebody excited about something and then they say when can I have it it’s like oh God that’s like a year off uh if they’re gone I’ll buy you know and and I see it every day and it’s like no don’t don’t do that you know come to the table with something that’s you know already kind of and it’s not always a possibility but there’s there’s ways around it then like you know a lot of times what I’ll have my team do and I know I drive them crazy but you know if if I need a working website I’ll have something you know mocked up in HTML like you know overnight that just shows the process and theory in essence it looks like it’s all working but at least it gives everybody an understanding of how it can be done you don’t have to know it’s like completely functional in the back end right yeah yeah it definitely makes it more concrete right like it’s not just conceptual it can be visualized it’s a prototype it’s right it’s rapid it’s quick it’s like it’s your you’ve got the vision it’s a way of expressing it and getting people on board and then and then you can do the work it takes to actually make it real over time exactly we you know it’s funny we had um one like a couple years ago I think it was like 2018 we had um way finding that we introduced and of course everybody has an answer on

how we find and what it should be in there and you know we did our due diligence talking to everybody but we were going in 20 different directions so we built up a prototype and we went to that same meeting and it was uh the week before uh the holidays and so we had a um like a

we had everybody sign on to the app but they didn’t even realize they were on the website and then they were walking around the wave finding and it was uh you know virtual 3D type thing and they were trying to find different type of presents and at the end of it they said

well what tools I said well this is our website it’s already live so yeah this is how people go to the different areas because while they were doing it they saw that oh here’s Urology or here’s Gastro and it’s like oh it’s already done and then everybody was like oh my

God I want to do more with this so it’s it’s again it’s just kind of having something you can visualize and get people engaged in because it’s much easier for a conversation at that point awesome well I appreciate this I want to open it up to a couple more just questions

um and uh I’ve got a few of them in our kind of question Bank from our team and some others um what what are the top three issues you were facing when you decided to bring us on like what can you reflect back on that like what were the three pains or

the or what are Urgent pains that would lead you to hire somebody now yeah well it’s it’s always capacity right you don’t have enough you have like there’s always more work than people you have and they get you know they get burnt out and you know especially in our

department we don’t have we have a very slim team and so I pride myself on doing more with less but there’s a point where you’re burning out people and then you know they’re ready to leave at that point you don’t want to do that so you want to bring in a good skill set and I

like the fact of having somebody that’s not just like start and stop but someone is going to be there and you know and what I like about your team is that you can load balance maybe we’re busy you know March April May but then I was slow down in the summer and you’re flexible

with that and that’s great a lot of agencies won’t be there you know though I remember one in Boston that would always just call me up and like almost like threatening that well I’m gonna pull people off the project I’m like okay there’s no project right now yeah

but they didn’t know how to load balance and I get that it’s hard when you have different jobs but you really need companies that are flexible in how they actually staff do that so that’s that’s big and then you touched upon it earlier is that you know your team does a really good job of engaging and working with with the team that I have um all of them and I have you know I’ve got some definitely some different backgrounds of people that are you know the coders are different than you know producers they’re different than UI it’s all different like personalities and the team has just meld really well and so I you know I give them a lot of credit for being able to understand the Roman you know read it well and be able to function with everybody yeah so yeah that that kind of leads into the question I had next which is how do you decide to work with an external partner um but it sounded to me like the major issue that you’re facing is that you know capacity issues like you’ll hit capacity issues or or things will start getting stuck because of the capacity

issues for one reason or another and uh that leads you into looking for Solutions and um yeah it does and and then um like you know kind of you touched on like how do you decide on an external partner right like um one of the questions that always comes up is you know how do you how do you allocate funds to pay for partner Services versus hiring because I know sometimes you’re hiring sometimes there’s hiring phrases like how do you figure out how to fund these things so so in healthcare you know I think everybody will probably you know shake their head and not that it’s not easy to have available ft it’s very tight and you know a lot of the hospitals now are going into hiring freezes um and it’s understandable you know the economy is a little bit tough and you know they want to make sure that there’s you know we have the job people doing the right jobs um and but you still need to do the work so I think there’s you know my husband always tell people in my peers like there’s always ways to reallocate funding in your budget it’s just what are you willing to like not do any more of and there’s you know there’s a lot of softwares that we had to retire that we didn’t like figure that’s gonna have longevity and you know bring on a team of people to do this um I will say though you know one of the

attractive things about your your company though is that the bill is always refreshing it’s not an East Coast Bill we’ll say so that that um that does well with me and my finance team well that’s good yeah I mean I think that you could spread the word like

we’re a value we try to deliver a value to our clients very good value yes and uh you know um you know like one of the questions like how how did you find Augusto like what was you guys actually you guys actually found me and it was it was a way that I you know I talked about

earlier that the way to kind of get that you know the introductory date and it was more of like I’m not you know like I said you get all these emails bombarded to either LinkedIn like I have this Solution that’s gonna save your world and all this um a person on your team called up and

just said you know could you tell me a little bit more about this uh article that you were written up about with um it was about the chatbot and what are you using and it was interesting I’ve you know never heard of the tool and so we just started um we had a conversation we started talking and then you know and I I knew from the background definitely somebody that has the vendor and I actually you know kind of asked them what what do you guys do because I kind of knew and I kind of knew I needed something but it was like it was like a reverse sale so the the um the tactics worked really well we gotta figure out a repeat that over and over again yo like what in your experiences like you’ve you’ve been around for a while you know and you’ve worked thank you a lot of different partners vendors you know like but what from your perspective to help us like what differentiates Augusto like if we’re gonna put it on our website what would you say differentiates us from others you guys become part of the team and that that’s a big differentiator because a lot of times I feel like as I mentioned you know I I’m gonna you know I’m kind of like the mediary sometime between the vendor and my team um because a lot of times the vendors you know they they want to have their own View and a lot of times too it’s you know you’ve seen this in the past

and again like I said you guys listen and help okay so we know you’re here we know what the needs are these are so some of the things that might help complement that and that’s what I like to have an Avenger somebody that can actually be a partner and actually

getting me to the next level as opposed to trying to sell me stuff that they already have in their Suite of products and that’s I already know what you have I you know I need something new yeah that’s a and we pride ourselves on a consultative approach right like our my my goal is to make our clients look good you know and and to help them succeed right like that’s our mission statement is help our clients succeed so if we’re if we’re doing that like we tend to stick around for a while and we tend to get involved in lots of interesting projects you know exactly yeah I I throw so many different things at you guys and it’s gonna you know it’s I know I probably they probably do the eye roll after but they wait now but then once everybody gets going out there like they see it at the end of the day like oh I see how this is going to really bring in a better patient experience at the end of the day yeah well the big gauge of the last question I’ve got is you know hey would you recommend Augusto to other Hospital systems working on digital transformation projects absolutely because it is it’s it’s no easy Venture and you need support team that really can actually work with you and you know and and fluctuate too I mean I can’t say how many times that you know uh maybe uh one month I do have to pull back on everything know you guys don’t walk away like a lot of people would say no I we’re only going to deal with people that are spending X number of dollars enough uh and that that’s a big thing because a lot of times you know when you are in healthcare you don’t have the big

can’t hire because of a hiring freeze so you you kind of need to do something to move it forward so I would say keep doing what you’re doing now and that’s uh that really helps out a lot cool man hey I appreciate it bill it’s been a great webinar series I think uh

you’ve done a great job and uh I really appreciate you and um thanks again for this one absolutely thanks for having me good catching up take care