The best technology doesn’t win on its own, especially in healthcare.

In this interview, DeepScribe CEO Matthew Ko shares two lessons learned from implementing new technology with busy, sometimes burned-out clinicians: adaptability and trust.

First, healthcare technology needs to fit into a provider’s existing workflow, not the other way around. And second, successful implementation depends on more than product, it requires real, human-centered change management to build trust and guide adoption.

As Matt explains, new technology isn’t just a technical experience — it’s a human one.

Transcript:

Matthew Ko: As a data nerd, I actually don't believe technology wins.

You know, the thing that I've had to learn the very hard way in health care is that you can have the best tech, but if you don't trust the people, you don't really figure out the right change management, it's very difficult to get somebody that's so busy and burnt out to love something new. What we found that's really successful in these implementations is not just by building the best tech, but by offering really two things.

Number one, the ability to actually mold the technology into the preferences and the workflow of the provider. So rather fitting the provider to learn the technology, how can we give the technology to be adaptable to the provider?

Then the second piece is really, how do you offer, like, at the level change management? When you're when you're dealing with something new and dealing with new technology, it's a really human experience, right? And you really need a human there to really establish that trust in something new.