#itlab

Jeff Policastro Introduces Laboratory Systems Success Management

January 5, 2023

We are thrilled and excited about our plans for 2023, and that’s in no small part due to the addition of Jeff Policastro as Senior Vice President of Commercial Strategy. Do we have ambitious goals? Let’s just say the unveiling of our Laboratory Systems Success Management is something we see revolutionizing laboratory informatics consulting. I’ll let Jeff fill you in on it all but spoiler alert: it is a game-changer.

–Bryan Firestone

Jeff Policastro, Senior Vice President of Commercial Strategy

I’m excited to be part of the U.S. HealthTek team, and during this time of reflection it has been quite the journey. It seems like yesterday but, I recall 25 years ago when I was struggling with an unsatisfying job, and told my wife I didn’t want just a job, I wanted a career (much to her entertainment). This started my first professional job search and off I went pursuing the help-wanted ads in New Jersey’s Star-Ledger. There I found something I did not know I was looking for: a position involving both pharmaceutical and IT with Beckman Coulter’s Laboratory Automation Operations division. I cut out the ad and told my wife I was going to get this job despite my lack of knowledge of either pharma operations or how IT supported it. Despite this inherent lack of knowledge, I was determined, eager, and landed the job. The rest is history (for all the details see my LinkedIn account).

I immersed myself and quickly realized I was a natural at the commercial side of the business, but I owe thanks to the wonderful mentors and co-workers I had through the years who took the time to help shape my career. After 25 years, what keeps me engaged is the people, and the ability to truly help organizations with their laboratory informatic programs. I love working together to drive an organization’s success as well as having an impact on positive patient outcomes downstream.

Throughout my career I have worked both on the product and the services side, which has given me insight into the challenges both vendors and their customers face. At one point during the course of working in this business, I met Bryan and Cristy of U.S. HealthTek. Conversations started immediately. What drew me to this organization is the dedication to customer service that is so rooted in their corporate culture. The leadership team is not only especially smart, but they treat everyone with respect, and I believe that goes a long way in creating a positive environment where good work happens. This was in perfect alignment with the challenges I wanted to address in the industry, and combined with the expertise and corporate culture that can make it happen… I was sold! So, now I’m here assisting the team in finding new areas to grow the business and find additional ways to be even better partners to our clients.

LSSM

Two points myself and the rest of the team agreed on: the ever-changing lab informatics market has created a need for a true end-to-end program to ensure the optimal health of their digital systems, and we were uniquely positioned to provide this service. What we’ve developed is Lab Systems Success Management (LSSM), a program that is built with variability, adaptability, and consistency in mind. This program focuses on the ongoing care and feeding of your lab-focused systems while allowing your staff to focus on the science and innovation-focused IT endeavors. LSSM is cost-optimized, which makes it budget friendly but helps drive the ROI of the system while keeping TCO both manageable and predictable. We tailor each program to be customer-specific so that you get what you need when you need it with a price point that delivers unrivaled value.

LSSM is more than a consultant – it’s an assurance that management can stay focused on big picture items and the IT team can look beyond the break/fix issues that are inevitable. With LSSM, all can work in unison in forging a stronger, more profitable company. So with our official launch of LSSM this month, we’ve added a new section to our website that goes into greater detail, which I hope you’ll explore. But to sum it up in a single sentence, with LSSM, system owners and organizations will have a peace of mind that has been elusive knowing that whatever situation comes up, U.S. HealthTek will be there to support them.

Five Tips for a Five-Star Retreat

June 5, 2022

By Diane Winnemuller

The Corporate Retreat is kind of the cleaning-your-gutters of the business world: You know you should do it at least once in a while, but too many don’t do it very often – or even at all.

Our team just came back from Nashville from one, and we’re all so grateful we made the time to do it. There are the well-documented benefits: a time to be reflective, team-bonding, a huge morale booster; and conversations that spur game-changing ideas that couldn’t possibly have happened otherwise. Yet there are “reasons” to put it off – budget, time, etc. – that can easily and unwittingly delay the benefits indefinitely. Well, I’m telling you the benefits are exponential. Here are five points for your successful corporate retreat.

Take the Opportunity to Show Appreciation

It’s no secret that an employee who’s engaged and enthused is the key to success for any company. Engaged employees have increased productivity, quality of work, and allow management to retain great talent. Retreats are the perfect opportunity for managers to get employees out of their busy day-to-day to take a breath, and to hear directly from them what works, and what doesn’t. It’s also the perfect place for management to show its appreciation and give employees a reason to stay engaged and enthused.

At our retreat our CEO, Cristy Reiter, welcomed all of us that first day with a hilarious dance party and a beautiful little turquoise box with a white ribbon on it … yes, Tiffany boxes. Cristy shared that the gift inside (a beautiful key chain with the company logo and year engraved on the back) was a token of her appreciation for each person’s contribution to 20 wonderful years of U.S. HealthTek history, and for the company’s future growth and diversification. Inside was a card with a quote from Aristotle that said: “Excellence is never an accident. It is always the result of high intention, sincere effort, and intelligent execution; it represents the wise choice of many alternatives – choice, not chance, determines your destiny.” Truth be told, it was the note and the gesture that had the most impact on all of us; the gift was just a bonus. Simple words of thank you will speak volumes to your team and let you start your retreat with a glow around the room and a team ready to do some team-building work.

Really Get to Know Each Other
Getting cowboy boots NOT optional in Nashville for Marissa and Keri (Cristy stuck with her Keds).

You’ll find that one of the most valuable parts of your retreat will be in team members really getting to know each other’s backgrounds, qualifications, areas of expertise, and a bit about who they are as a person, outside of work. This creates deeper team bonds for employees and will result in more connected – and happier – teams. For me, it was fascinating to get to know each member of this amazing team a little better; I knew about the high quality and diversity of my co-workers’ experiences, but really getting to know them made me feel proud and grateful to be aligned with like-minded professionals dedicated to the future of our organization. (This was especially valuable for us, as often clients don’t realize that there is in fact a team of people working for them behind the Project Manager they directly work with.)

Project a Clear Vision that Resonates and Inspires

A retreat is a rare opportunity to get workers away from their day-to-day distractions to really focus on the bigger picture. And it is management’s opportunity to give teams a clear vision of the future, so that they return to their day-to-day with the bigger picture in clear view. It also gives them goals to strive for, both from a corporate level, and a personal career level. Our executive team shared growth plans and their vision of the company future which included plans for expansion, diversification of our services, investment in application development, and continued commitment to business associates through professional training and development opportunities. We were also given a safe and open platform to ask questions of the executive team or of each other (can’t reveal those – cone of silence!).

Have Fun Together

Most retreats feature fun team-building activities to build teamwork and bonding among team members. Our version of this was an afternoon at Top Golf, a driving range/putting range with a golf-themed restaurant and plenty of opportunities for some of us to show off our golf prowess, while others were awkwardly gripping whatever-number-iron-that-was for the first time. But it didn’t matter which category you fell into, as we were all united in having fun and rooting each other on – a feeling of unity and bonding that I know we’ll all carry with us back to the office.

Don’t Overplan

The rest of the weekend was ours to enjoy as we saw fit and most of us took tours, found great music, bought cowboy boots, and laughed and laughed. Be sure not to “over book” your retreat with meetings or even with structured fun – let your team have some social time to go out together to places and activities of their own choosing. Day-to-day associates at a company spend so much time being serious and intentional about our businesses that we can lose sight that we are people who, in addition to being successful, want to have fun in the business they care so much about. For me, it is choice, not chance, that determines our destiny, and you want your employees to choose enthusiastically to follow you down the corporate road.

Final Thoughts

Clockwise starting with the tall guy: Mike Pratt, Robert Negosian, Duane Winnemuller, and Russell Evans.

Another key purpose of this first-ever U.S. HealthTek retreat was to reward and recognize the entire team for their contributions. For being an all-virtual company like ours, to get everyone together and do further team building in person plus treat everyone to a fun weekend with their partner was exponentially valuable. Another tip to a wildly successful retreat? Put the right person in charge: Our Keri Thompson planned the entire event and it went perfectly.

Robert, Bryan and Cristy have built a remarkable organization with great people; that was something I knew when we first started talking about my joining the company. But having just come home from this retreat, I know that we are now more united for a stronger future. Cristy likes to say that her belief is that we all stronger working together rather than separately, and always creates an environment where everyone pitches in and supports the other at U.S. HealthTek. There’s no “but that’s not my job” happening here. We are all dedicated to serving our clients; but while there is inevitable stress in that, the process of exploring and expanding the big picture helped us understand how we can contribute on an individual level to the greater success of our company, and our industry.

It’s all much more fun than cleaning your gutters.

EWC2022 Recap: For Those Who Didn’t Make It – And Those Who Did

May 11, 2022

By Diane Winnemuller

We knew this in-person gathering of the EWC was going to be significant – that’s why we took seven members of our team, including our newest member, Diane Winnemuller. Diane is our strategic business coordinator and has an extensive background in big data. We thought we’d turn the show round-up over to her. She had some significant observations as someone with a “fresh eye” on this specific industry. – Bryan Firestone

Mike Pratt, Bryan Firestone, and Robert Negosian of U.S. HealthTek at the Get Acquainted Reception.

The networking started immediately at the Get Acquainted reception that U.S. HealthTek sponsored, and we were glad to be part of such a big turnout. Everyone was excited to be there face-to-face for the first time in over two years, and as you walked around you could see and hear so many connections and essential conversations that otherwise wouldn’t have taken place.

It turned out that was just the beginning.

Data-Driven Future

The next day started with a breakfast, and a brilliant talk by Robert Michel of The Dark Report. He spoke about the “great resignation” and what that looks like at the 30,000-foot level and what the future of our business in general could look like.

Lala White’s presentation was a highlight.

Next came a highlight: Lâle White’s talk, “Consumers, Retail Pharmacies, and Big Data: New Market Dynamics Poised to Reshape Who Orders and Pays for Clinical Lab Services and Genetic Tests.” Lâle is Executive Chairman and CEO of XIFIN (and also a friend, colleague, and client of U.S. HealthTek). Just one of her topics was the disturbing trend of “healthcare deserts” – smaller, rural communities who are either seeing their regional hospitals and healthcare facilities shut down or never had good access doctors to begin with.

Lâle also touched on the fact that while Direct-to-Consumer (D2C) lab work was trending prior to COVID, the pandemic accelerated it. It all adds up to an increase in demand, and pharmacies are stepping up to meet some basic needs of the consumer beyond getting tested and vaccinated . Unusual solutions are being arrived at too –how about getting your blood work at a local discount store? Maybe a General Dollar one? Then there are how the big boxes like CVS, Walgreens and Walmart are getting deeper into the full-scale healthcare business, sans doctors.

This session (like so many others) centered around data. Lâle pointed out that capturing, harnessing, understanding, and sharing the data is going to be critical to every lab wanting to thrive in this new marketplace. Suppliers now include all the lab startups that became prevalent because of COVID, and now they need to pivot and reinvent themselves. Some are considering a pivot to “boutique lab services,” where consumers can get tested for food allergies, gut flora, genetics, and even nail funguses (hope you’re reading this after lunch). It was especially fascinating to me to learn about companies who are offering lab testing coupled with subscription models in the name of wellness and anti-aging products and solutions. And it’s all D2C.

Diane Winnemuller

Managing the Data Is Mission-Critical

What is the singularly common need for all of this? Managing data effectively and efficiently. I think the whole direction of D2C lab testing is fascinating, and it’s exciting that U.S. HealthTek provides assessments, implementation, and integration solutions for large and small clients (there were some exciting discussions on just that). We’re all about providing labs with a wide array of IT services, including data integration and interfacing, as the need for those won’t go away anytime soon. And we never forget that managing and harnessing data is not only critical to the business side, but also in improving healthcare outcomes in general.

It was interesting sharing notes with my colleague, Mike Pratt. He agreed it was a great show noting that “there was a lot of energy in the room from being in-person.” Compared to the one held in 2019, he added that there was much more willingness to introduce ourselves to each other and have meaningful discussions. People were willing to open the window to their reality and seek new opportunities to collaborate. As he noted, “it had less of a ‘sales’ aura this year and we were united on a mission to create a better healthcare environment overall.”

All of us would add that from an infrastructure perspective, the IT opportunity in general and for U.S. HealthTek specifically has never been greater. Historically, healthcare has viewed IT as a “necessary evil,” as some struggled to transfer from paper charts to EMRs. But look where we are today: cloud-based hosting, with limited down time and maximum up time, disaster recovery, interfacing – all the things that U.S. HealthTek has been implementing for years on every level.

The Future of Lab IT

Another highlight: Ending up at the lunch table with Robert Michel.

Mike had another interesting point: “What’s most exciting is we’ll see product lines for this industry that don’t exist today, but we will create them to meet the demands of this ever-changing industry,” he said. “We all came away from EWC with an eye on the future and excited about the opportunities it’ll bring.”

As for me, I am grateful for the experience of getting to meet so many quality people. There are so many I look forward to staying in touch with, and I hope to grow those new relationships in the years to come. And while I knew it before I went to New Orleans, it was exciting to experience how U.S. HealthTek is just ahead of the game on all of this, on the forefront of the future of labs and the industry’s next exciting chapter.

The 2022 ACLA Annual Meeting: Inspiring & Rejuvenating

March 24, 2022

By Cristy Reiter

When I went to the American Clinical Laboratory Association’s annual meeting, I…well, was unsure of what to expect. Held in Washington, D.C. on March 9^th, for most of us it was our first outing since the pandemic, and the first surprise was that for those who were able to attend, they were glad they did. I sure was. After spending time at the ACLA Annual Conference , I discovered a few behind-the-scenes details that I did not expect to find.

It was inspiring to hear of the tremendous efforts and dedication from ACLA members to fully appreciate their critical role in getting us through the pandemic. None of us had ever been through anything like this in our lifetime, and while healthcare workers and those creating the vaccines were heroically on the front lines, this conference made us realize that lab workers were just as critical. Speaker after speaker, conversation after conversation emphasized our industry’s ability to meet the call to arms – not just in creating the tests but in dealing with supply issues with one hand while fighting misinformation with the other.

The Paradigm Shift

The panel discussions were fascinating – even inspiring.

“This event shined a light on the monumental achievement made possible by the lab industry,” said Mike Pratt, our VP. “From testing the tests, the actual testing itself, and facilitating, labs played a critical role. And while it’s obvious we weren’t prepared for COVID, now that we’ve made it through a national health crisis, we have learned what is necessary to have in place to avoid the challenges that we faced initially and throughout the pandemic. This will allow laboratories to provide testing in future crises without burdening the system so much.” (Mike and founder Bryan Firestone attended the event with me.)

Many opined that there was a paradigm shift in laboratory testing. NBC/MSNBC contributor and former White House Policy Director Dr. Kavita Patel put it all in perspective when she said, “If five years ago you told me that members of my family would know the difference between a PCR test and an antigen one, I’d say you were crazy.” She continued about how the “window has been unlocked and there is a higher understanding of what the labs do in terms of testing.” This is an important point that our team had not realized. Because of the pandemic, most people are now much more aware of laboratory testing and the impact it can have on your health. Mike again: “If there is a silver lining in what the pandemic has wrought, it might be that there is now recognition and understanding of the importance of laboratory testing in the general public and a focus by laboratories and health systems on how to administer lab tests moving forward more quickly and efficiency.”

The sessions Dr. Rey Salerno gave was especially eye-opening.

Highlights of ACLA

Speaker Dr. Ren Salerno of the CDC recognized that their reporting structure was not as efficient as it should be. He spoke about how the sheer volume of COVID data caught them unprepared. The CDC has a Data Modernization initiative in an effort to standardize data sharing across federal and state public health landscapes that is “not just about technology, but also about putting the right people, processes, and policies in place to help us solve problems before they happen and reduce the harm caused by the problems that do happen.”

Patel’s speech was on patient care and policy. She laid out the inefficiency (lunacy?) of insurance companies demanding approval for treatment, even for operations. In many cases the providers must get pre-authorization approval from the patients’ health insurance for the work the doctor deems necessary. The question is, why continue to go through this process when you are approving 99 percent of them in the first place? It’s just adding paperwork and delaying patient care. Reforms are needed.

And if there’s any doubt as to why going to these events in person are so vital, here’s an example of a random act of good fortune: At the Chairman’s Reception, which included sponsors (we were proud to be one), someone “messed up” the seating, and I found myself sitting with Sharon West, Vice President of Legal & Regulatory Affairs of the ACLA, and ARUP’s CMO and President, Tracy George. What strong and dynamic women for me to be seated between! They offered great insight into what was happening from their perspective, but also the conversation veered delightfully onto non-work topics. It was absolutely refreshing and good for the soul.

A lot of ideas are exchanged – and business done – at the cocktail parties.

But Just One Per Lifetime, Please

I went into this meeting thinking everyone would be exhausted from the surge of work that COVID demanded from the lab industry, but instead the enthusiasm was palatable. Mike summed it up best: “The effort and energy suspended by our lab industry during this pandemic was acknowledged and celebrated; we would not be where we are today with falling case numbers and lifting mask mandates without it.”

… and here’s to it not happening again in this lifetime.

We’re Hitting the Road: Let’s Meet

February 25, 2022

By Mike Pratt

As the laboratory business emerges from this pandemic and transitions to an endemic, it’s time to exchange ideas and make plans to be competitive — and the best way to do that is by being in-person at gatherings. That’s why we’re excited to announce that U.S. HealthTek team members are venturing out in-person to three upcoming events. Bryan Firestone, Cristy Reiter, and myself will be heading to American Clinical Laboratory Association in Washington, D.C. for their annual meeting on March 9^th. I am headed to the Executive War College Conference in New Orleans on April 27, where I’ll be joined by U.S. HealthTek’s newest member, Diane Winnemuller, our new Business Consultant. And the two of us will first be attending the fifth annual Clinical Lab 2.0 Workshop, in Chicago, on February 27.

Color me thrilled to get back to a sense of normalcy with face-to-face interactions, where these in-person meetings will be mission-critical to understanding exactly what is happening in this industry.

Clinical Lab 2.0
February 27-March 1, 2022
Pendry Chicago Hotel

I was lucky enough to go to the Santa Fe Foundation Initiative’s Clinical Lab 2.0 meeting in 2019, and it was inspiring to be with others in a forum where we all have a vested interest in pushing the boundaries of what our industry can do. Our business is changing, and those who attend this are looking at what the emerging new model (“2.0”) will look like for patients, providers, and financial stakeholders. Now that COVID is being managed, it’s time for labs to truly get back to business and pursue new opportunities.

VP Sales/Marketing Mike Pratt.

What’s exciting to me about this meeting is that it is a gathering of our top leaders, and I’ll be listening to what their perspective is and what they think is needed to be successful. There is going to be a lot of collaboration on many levels. Helping to communicate and generate value from the tools and advancements we have developed in the last few years will be a priority.

Clinical Lab 2.0 is unique in that they are striving to establish a business model for the value-based health care system clinic lab. Historically for labs, the 1980s and 1990s were about accurately reporting results. Then came the question: can we do it quickly and accurately? Now almost all labs are proficient at that, so next is how can we use this massive amount of data that labs are creating to move the industry forward, and to make it better for the patient. I am really looking forward to being in a room with people who have a vested interest in keeping people healthy and avoiding extraneous cost, all while making labs more efficient.

ACLA
March 9, 2022
The Grand Hyatt Hotel, Washington D.C.

The ACLA is a vital organization, working to advance the next generation of health care delivery while also being our industry’s leading advocate with congress, regulatory bodies, other health care organizations, and the public. We’re proud to be long-time members and we’ll be a Silver Sponsor of the conference.

This gathering is geared more towards those in executive leadership positions, and for us it’s an opportunity to gain insight into what has happened during the last two years outside of COVID. We’re looking forward to hearing from policy makers and influencers in Washington, D.C. with the goal of learning what is going to come over the next five, ten, 15 years.

At this one I am looking forward to meeting with other laboratory experts, key policymakers, and leaders in the healthcare community. The agenda looks great – I’m especially intrigued by the “tribute to Laboratory Professionals” event at 9 a.m. The “Patient Care and Policy with Kavita Patel will be a good session, as will the “AI in Health Care: Disrupt but Don’t Be Disruptive.” For more on the agenda, check it out here.

Of course, we’re glad to see the “Networking Breaks” they have worked into each day. We’re looking forward to meeting old and new friends during those and the “unscheduled” ones that will no doubt go into the night and the next day.

Executive War College
April 27-29, 2022
Hyatt Regency Hotel, New Orleans

Bryan and Cristy at the 2019 Executive War Conference – U.S. HealthTek will again sponsor the Grand Reception for this one.

This is perhaps our most important conference as it is the largest, most lab-centric event on the calendar year. Here we learn what is happening in the trenches for lab workers. The break-out sessions are immensely valuable as they allow for everyone to communicate about the latest and greatest technology and efforts. It is a huge opportunity for us at U.S. HealthTek to meet face-to-face and discuss the latest technology advantages and we’re looking forward to those conversations.

As we have been proud to do in past years, we will be sponsoring the welcome reception again this year. But we’ve got a new spin — we’re developing some fun opportunities for attendees to play some games, and win some swag, so stay tuned for that!

This marks the return of the full College, and the list of speakers are impressive. In these sessions, and in the natural networking and conversations that happen at these events, innovative strategies and ideas for lab and pathology groups to step up with state-of-the-art diagnostic services and expanding market share will be discussed.

Let’s Meet!

To anyone going to any or all of these, I’d love to meet up for a quick hello, a coffee or a meeting at your convenience. Drop me an email at mpratt@ushealthtek.com, or keep an eye out for any of us on the team. We’ll be there in person at the sponsored Welcome Reception, and throughout the entire event. We want to hear from you, because listening to other professionals in this business is how we can better serve the industry. And that is what we’re here to do.

Growing a Business: A Long-Term Strategy

January 26, 2022

By Bryan Firestone

Two guys in a garage. Limited resources, experience, and services. Two decades later, we are a team of over 30 spread out all over the country offering full services and turnkey products to labs and hospitals of all shapes and sizes. As we approach our 20^th year as an IT lab consulting business, this felt like a good opportunity to share our experiences and learnings from steadily growing a startup into a full-fledged company 20 years later.

We humbly began with two of us working out of our home in 2003. Back then it was called Northwest Consulting, and we were helping smaller labs with building interfaces and demographic bridges. Through the early years, I had some rough patches and suffered a “bad divorce” with the original partner but survived and thrived. Key to the journey was Cristy Reiter (CEO) joining in 2010 and Robert Negosian (COO) joining two years later. It was Cristy who rebranded us as U.S. HealthTek.

Cristy joined in 2010, rebranding the company “U.S. HealthTek.”

Adaptability Is Key

Something that I’ve seen from the earliest days is still a constant: a lab starts off small and develops into a midsized business with all their IT elements from their former, smaller self. We still get calls from those who know they need to step up their game to be competitive but aren’t sure of where to go to find the products and services to get to the next level. While we see some hesitancy in making the necessary investments for a bigger structural foundation, they are motivated by realizing they can’t afford the outages from an ill-equipped, underperforming IT system. You begin with good personnel on staff, and as the company grows, it tends to take on more work with less knowledge and experience to keep up. That’s where we found our niche.

In the years of serving these types of clients, we have gotten better at diagnosing the situation, augmenting the staff, restructuring the IT department, and/or preparing the company for future growth five-plus years down line. Thanks to two decades of experience, we’ve learned to come in and hit the ground running. Others running service-businesses like ours can agree that it doesn’t take a client long to see and appreciate the swift impact an experienced team can make.

Robert joined in 2012 – he’s been instrumental to the company’s success.

One thing we found was critical to growth, both for us and our clients over the years, is the acceptance of new technology. The culture of the laboratory industry has tended to be on the conservative side, especially in relation to new IT-related technology. Back when we started in 2003, 50% of doctors’ offices didn’t have internet – the “technology” of choice had upgraded from dot matrix printers and fax machines to fancy laser printers. Fast forward to today, and a comparable trend is being embraced much more quickly by competitive businesses: the trend is pushing that data from an in-house data center up into the cloud. Related, we’re seeing a “changing of the guard” for managers/C-Suite executives who have grown up with technology in a way that the older generation didn’t (alas I am in the latter group as I can still remember when phones didn’t fit in your pocket). These new leaders are much quicker to be open to high-tech advancements that can make labs more efficient, more productive, and are more accepting of the technologies that can get them there.

Smart, Controlled Growth

In many ways, our company followed the normal business growth stages like many of the laboratories we serve, and we weren’t afraid to take on new challenges. Starting off as a “mom-and-pop,” we added another person part-time. An early boost was taking on an assignment we got from a referral not for interfacing work, but to rebuild a pathology practice infrastructure, which we accomplished. It broadened what was in our toolbox and opened up more doors for future growth.

An aspect of that growth that I’m also proud of is that it’s all been from referrals. We have been consistent in focusing on quality and making sure the customer is satisfied. Related, we don’t say yes to every assignment. If we can’t bring value to the client, if we can’t make a significant difference in their operations, we politely turn it down. Is this hard to do? You bet it is. It goes against the instincts of saying yes to everything and trying to make it work. But that’s always been our mindset, because just being “okay” is not an option (it’s also not fun). For us, this has been, and continues to be, a cornerstone of our success.

If at First You Don’t Succeed…

Back in 2003, I didn’t have the great expectations that our efforts would take me to where we are today; mainly because while I was drawn to having a consulting company, this was not the first! There were two other companies I had before U.S. HealthTek that crashed and burned before they got off the runway. Many of you who have had similar journeys in this business will likely agree with these two points, and if you’re just starting out, keep these in mind: one, that this is a process of trial and error, and two, if you don’t try, it for sure won’t happen.

The Next 20 Years

As we approach our 20^th anniversary of serving this industry, we will continue to follow the formula that has brought us success so far. I’m proud to say that we are known as the experts in this field, and our high-caliber resources and the passion and commitment of our people is not just a benefit to our clients, but it helps us continue to grow and improve the company for the long haul. What’s coming in the next 20 years? I don’t want to give away any secrets, but what I’m most excited about is an expansion of our product lines, created specifically for our core small-to-medium lab niche customers. Our goal for the next 20 is to keep doing what we’re good at, but to do it even better. Stay tuned.

Return to Executive War College 2021: More Important Than Ever

July 27, 2021

By Bryan Firestone

We’re in. Are you?

On November 2-3, we will be in San Antonio for the in-person meeting, greeting, networking, and learning opportunities that comes with each Executive War College conference. I urge you to register today and plan on joining us because frankly, the stakes are too high to miss this one. That’s why we quickly signed on as one of its sponsors.

Post-Pandemic Success

We’ve long been supporters of this gathering, but there is a sense of urgency for this year’s meeting. The theme is mission-critical: “Preparing Your Clinical Laboratory and Pathology Group for Post-Pandemic Success.” We’ve covered this topic several times in the U.S. HealthTek blog, but here, through panel discussions and seminars, laboratory and pathology managers and trend experts will explore what the post-pandemic world might look like. You will want a peek.

Topics to be covered include:

Understanding the changes to the U.S. healthcare system triggered by the pandemic;
Exploring new opportunities for labs and pathology groups (our “5 Ways to Be Prepared” article might help as well); and
Discovering opportunities that can generate new sources of revenue.

Changes Accelerated by the Pandemic

Also, to be explored are several trends that began in the Before Times, which the pandemic accelerated. One I’ve written about advocates for labs to prepare for a move toward a Direct-to-Consumer Model. Then there is the trend of working remotely – something I’ve promoted for decades (you’ll find an example of how successful this can be in “Virtual CIO Success Stories”). Finally, as the younger generation grows into adulthood, we certainly saw that the acceptance of telehealth and virtual doctor visits were trending. The pandemic has really shifted this movement into overdrive.

All these transformations are going on now, and the labs that can pivot for these changes will be the more successful and profitable ones.

Cristy and myself on the way to the U.S. HealthTek sponsored Grand Reception at the last Executive War Conference.

Critical Networking Opportunities

As I write, Robert Michel of the Dark Report and the rest of the team at the Executive War College are still putting together the full agenda. He writes: “you can count on us to schedule sessions and speakers from those labs that have identified the new needs of physicians, patients, and hospitals and are now delivering relevant lab testing services while generating new sources of revenue. We are gathering the best and brightest in our profession so that you get as much value from networking opportunities as you do from the top-flight sessions and speakers.”

Believe it.

Yet one aspect will remain the same: The networking. The casual conversations that happen in line for coffee and the meeting person-to-person are going to be especially refreshing and professionally satisfying. But it won’t be completely COVID-less, as following CDC directives will mean it’s a smaller gathering than what typically happens.

Oh, and it’s held at the Hyatt Riverwalk Hotel, which is a great location. We’ll be trying to fit in at least one walk along the river. I hope you’ll join us for all of it.

Clinical Lab Services Market Growth: 5 Ways to Be Prepared

April 29, 2021

By Bryan Firestone

Our industry is slated for growth, and a lot of it. PR Newswire reports that the global clinical lab services market will be seeing exponential growth through to at least 2025. I do not have to look any further than my inbox to confirm that we as an industry are already well on our way to a busier future.

There are several reasons for this, including lab services technical advancements, spread of infectious ailments, and, as we’ve written about, more labs are becoming more DTC forward-facing. More specifically, the PRN article cites the increase in our geriatric population, a group that typically has weaker immune systems, and “this will also affect the clinical laboratory services market on positive grounds.”

Another report published this past February from Grand View Research predicts growth as well: “The global clinical laboratory service market size was valued at $200.3 billion in 2020 and is expected to expand at a compound annual growth rate of 4.7% from 2021 to 2028.” They point to the increase of chronic diseases and “growing demand for early diagnostics tests which are expected to be high impact-rendering drivers for market growth.” This is something we are experiencing firsthand: technology is fueling growth, including the demand for the early detection of diseases.

Some may have mixed feelings about this, but I’m curious about the fact that at least a portion of growth won’t exactly be organic, as marketing firms are “engaged in introducing new services to serve the unmet demand of patients.” I’ve always seen our industry as a whole to respond pretty quickly to any new needs from patients without a marketing firm’s involvement, but let’s see how that pans out.

Finally, let’s throw in two more points that are very real. The first is the increasing use of at-home testing kits:

The clinical chemistry segment dominated the market for clinical laboratory services and accounted for the largest revenue share of 51.5% in 2020, owing to the presence of numerous clinical chemistry tests, the introduction of new technologies, alternative sampling methods, and the emergence of point-of-care testing methods.

The second is toxicology testing:

… the toxicology testing services segment is expected to grow at the fastest rate during the forecast period. Toxicology testing is in high demand as most of the smaller and/or startup laboratories find toxicology screening clinically and financially feasible. In addition, an increase in the launch of new consumables that provide improved solutions to make drug testing easy, accurate, and fast is expected to boost the market for clinical laboratory services.

There are other variables, and exactly where it all takes us remains to be seen, but it is indisputable that growth is happening. So now the question for the individual lab becomes, what can you do today to be able to capture the market expansion that is coming?

There are five key requests we’re seeing, and any of them, or combination of them, will prepare your IT operations to be ready to grow with the market.

Develop a Plan for Your Future. As this is likely going to lead to an investment — and possibly a sizable one — let’s look at developing a 5-10 year plan. No crystal ball needed; just professionals with balanced, deep experiences who know to ask questions and listen rather than presume anything about your organization. Then, chart out the vision and get everyone on the same page.
IT Assessment. The second step is to do an assessment of your IT configuration, staff, and IT leadership. Since this is the building block to everything that follows, we recommend an outside set of eyes. You want a team removed from the inner dynamics of your corporate culture, but one that can also become part of the team. A wider objective perspective is really critical at this point.
Infrastructure Assessment. What systems are you using? What are the inefficiencies, and how can they be improved? Aspects of IT infrastructure, personnel, training, physical upgrade, and communication both internally and externally need to be put under a microscope.
Integration/Interface Assessment. Technology and best practices provide many tools to have your integrations/interfaces performing at a fast, accurate level. The question is really to figure out what the best approach is for each lab. Testing and assessing how different IT aspects of your organization are communicating (or in some cases, not communicating!) is something that needs to be done periodically anyway, but especially when planning and preparing for growth. Part of this definitely includes the local server versus cloud conversation.
Virtual CIO Assessment. So often we see growth hampered by budget realities, and that certainly happens with the need of executive personal. We’re seeing many labs turn to a Virtual CIO as a solution. Virtual CIOs offer the experience and insight of a seasoned professional at a fraction of the cost of hiring that personnel in-house.

Many labs are already reacting quickly by increasing their IT investments and getting ready for expansion, and we encourage everyone to prepare now. It’s a remarkable, exciting time for our industry and I look forward to helping our partners ride this coming wave of growth. Now if you’ll excuse me, I have an inbox to attend to ….

Moving Your Lab to a DTC Model: User-Friendly Reports

March 3, 2021

By Bryan Firestone

Could your lab end up needing a forward-facing employee who deals directly with patients? I say it’s likely; here’s why. What we’ve seen with COVID testing is a sudden emphasis on patient-directed orders. Patients are going directly to a testing facility, bypassing their physician. Here at U.S. HealthTek, we’ve seen a significant uptick in labs asking for patient-friendly portals. We’ve gotten involved as middlemen in a way, being proxy testing brokers. This has opened up possibilities and begs the question: Will this trend carry through with other types of testing? And if our customer base is fundamentally changing, what does that mean for our way of doing business?

This may be the driving force for us as an industry to address an issue I’ve been thinking about for a decade: Making lab reports more accessible to all – including “end users.” Coincidently, I recently ran across an article in WIRED I had saved from years ago that asked the question that so many of us have asked: Why are lab reports so hard to read? Lab reports are sometimes difficult to understand even for those working in medical offices, so maybe now is the time for a serious redesign. From the article:

The typical blood test report is an exercise in obfuscation, a document that needs to be translated by a lab technician or physician, and that’s if you somehow manage to see a copy of your results. In many US states, it’s illegal for a laboratory to send test results directly to a patient—a regulatory puzzle that leads some labs to simply deny direct results to any customer, anywhere. The blood may be yours—but the information it contains is not.

[Note: It is no longer illegal anywhere. In 2014 the U.S. Department of Health and Human Services took action to provide patients direct access to the patient’s completed lab tests reports in order “to empower patients to be informed partners with their health care providers.” Labs can and have been fined for not doing so (see page 8 of the December 2020 issue of the G2 Intelligence report). Yet the vast majority of patients don’t think to ask. Now that they are used to patient-direct lab experiences, I think they will.]

Color and Diagrams

As just one example, I see patients who want information about their cholesterol (such as their Complete Blood Count, etc.) being more comfortable going directly to a lab. And those tests ordered from a doctor’s visit? The patient will be more willing and motivated to take them home and read them – and understand them – without a doctor’s interpretation. Imagine a scenario where after the doctor’s visit, the doctor sends the patient to the lab, and then the lab sends the results directly to the patient. This could eliminate the need for a follow-up visit.

The article in WIRED showed examples from a couple of the big labs, and they had some simple, excellent ideas. These included using color, and adopting a familiar green-yellow-red palette to make it easier to identify what needs immediate attention. And those numbers that fill these reports usually have no context. Having reports that contain qualitative interpretations of the data, showing how low or high something is, would be easy enough to do. WIRED goes on to advocate keeping it simple with a single page overview, keeping it relevant with clear call-to-actions, and by including charts.

Over the years I’ve used these ideas and some of my own mock-ups to show how lab reports could be designed. I brought in some physicians to look at them to say what they liked and didn’t like. This was years ago, and it was really still a taboo subject in the sense that many physicians were weary of the whole idea. Understandably, they had concerns about patients correctly reading a lab report and managing their own health without physician assistance. I completely respect that, but I do think overall the trend for patients to go directly to labs for matter is inevitable and the onus is on us to find a way to present the data in a consumer-friendly format.

Maybe the reports with a series of gauges – like odometers, fuel and temperature gauges like a car dashboard. Or even a simpler approach like our example here. The use of color is powerful, and at a glance, with no explanation, a patient can understand it. Graphics like that are so much more meaningful than a number.

There are increasing examples of this approach being used by labs, though it could be taken further and be a more accepted practice. More than ever before, rethinking how information is reported, and formatting it so that they are so clear that little-to-no explanation is needed, is going to be something that patients come to expect. Labs that get ahead of this curve will have a clear advantage.

Looking Ahead to 2021: Trends During and After the Pandemic

January 26, 2021

By Bryan Firestone

I wish I had a crystal ball.

That I don’t has never been more obvious than when I reviewed what I wrote last January in Looking Ahead at 2020 – 6 Ways to Prepare for Disruption. Funny, “worldwide pandemic” wasn’t mentioned (though I guess I get a point for “disruption”?).

For our industry, the health crisis proved to be the boom in business nobody wanted, but we rose to its challenges nonetheless. As testing for COVID quickly ramped up, that typical ebb and flow of business that a lab navigates through during a normal year went to “11” and stayed there. Our focus here at U.S. HealthTek has always been to keep up with the demand, and our clients kept us busy. We saw a large number of start-up labs appear to meet the demands of COVID testing. We also noticed that the extra revenue labs brought in made it possible for them to address long-simmering IT needs and upgrades they had put off. In other instances, some who had started 2020 with a list of IT “to-do’s” shelved them earlier in the year. Now we’re seeing that those projects are definitely thawing, and I venture to guess there will be a significant uptick as labs re-engage in any and all work they had planned on for 2020. All of this adds up to a demand for experienced, quality IT professionals, and so we are preparing for a busy year.

Start-Ups

To those start-ups doing just COVID testing and to those labs who pivoted to making it their primary work: you may want to consider doing some math. If we do vaccinate 100 million in the first 100 days of the Biden administration, that’ll be almost 30 percent of the population. After another three or four months from that, those numbers increase further. Hopefully by summer we’ll be seeing a reduction of cases – and related, testing will inevitably decline. Labs in general, especially those start-ups, will definitely need to diversify to keep up in a market that is crowded already. Preparing for that now is advised.

The Cloud

The pandemic didn’t really slow the industry’s acceptance of cloud-based technology. In all the work with labs we’ve done this year, all but one moved their data to the cloud. The technology and security the cloud offers is significant. With it, the lab is able to avoid the expensive maintenance an onsite system requires. We’ve been especially successful moving labs to this because of our expertise, which allows us to make sure that it’s done right. Another development in this area is that, in addition to the big three services (AWS, Microsoft, and Google), there have been additional, smaller private cloud data centers popping up, though for us it’s not a direction we’ve taken clients yet. But watch for that option to grow.

Owning the Data

Another trend that has benefited our clients is the prospect of a lab owning their own data. Our clients see the clear advantage of this partnership as opposed to relying on a third-party vendor who “manages” their data and thus also ends up owning it. More professionals in the industry have become aware of how valuable this data is. Yes, we’re vertical service providers, and our offerings are broad. We do anything and everything from infrastructure, project management, staff management, revenue recognition, strategic initiatives and more – a complete spectrum of functions and services. But we stop at owning data. We know labs need to be agile and move quickly, be able to maintain quality, and take a long-term approach to their business. Key to that is owning your own data, and current and new clients really get that now more than ever, appreciating our partnership-based approach in ensuring it happens.

CRM

One more point to review from last year: fulCRM, our CRM solution. We have been incorporating it into our clients’ labs, and there is a lot of interest in it throughout the industry. (If you haven’t seen our video on it, it’s here.) The system, designed by our team to be lab-specific and less expensive than other solutions, facilitates customer loyalty and satisfaction in a simple, direct, effective way. Like all our products and services, we’re looking at further improvements. Internally we’re thinking of adding a supply ordering feature, and currently getting feedback on that idea. As 2021 rolls in and COVID rolls out with it, labs are going to need to be more competitive, and our fulCRM certainly offers an edge.

There is one more aspect to the coming year I’ve got my eye on – but it’s such a big topic, I’m saving it for next month’s article: patient-directed lab orders. Has COVID “trained” patients to bypass doctors and go straight to the lab? Stayed tuned for that. Meanwhile, here’s to a healthy, thriving 2021.