“You Have to Make It Understandable”: CIO Donna Roach on Improving the Care Experience

As CIOs continue to manage through perhaps the biggest health crises of our time, one of the biggest challenges is keeping an eye toward the future. “People are tired,” said Donna Roach, who stepped into the role just six months into the pandemic. “But you still have to carve out time to work on your strategy and where you need to be.” If leaders wait until things are more stabilized, it’ll be too late.

It’s a tough stance to take, particularly when it means asking busy clinicians for 30 minutes of precious time when they’ve already given so much. To Roach, however, it’s part of the job. And it’s one of the reasons why she has made relationship building a priority throughout her career.

Recently, Roach spoke with Kate Gamble, Managing Editor at healthsystemCIO, about her key priorities as CIO at University of Utah Health — many of which center on accelerating digital transformation. She also talked about the approach she took to get to know her team despite the limitations of Covid; what appealed to her most about the organization; and the one area in which healthcare has a lot of catching up to do.

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Key Takeaways



* One of the most effective ways to encourage work-life balance is by modeling it. “I’m very careful about sending an email or a text unless it really is a problem, and respecting that people need downtime.”

* When it comes to digital transformation, there’s no one-size-fits-all approach. The strategy should be based on the needs and ability of each individual organization, as well as the culture.

* It’s critical not to neglect long-term plans during a crisis — even one as all-consuming as Covid. “You still have to carve out time to work on your strategy. If you wait until everything is stabilized, it’s too late.”

* A significant area of opportunity for healthcare leaders? Communicating with patients in a way that they understand. “Most people want to be responsible for their health. But if you throw too much at them, they’ll shut down.”





Q&A with CIO Donna Roach, Part 2 [Click here to view Part 1]

Modeling work-life balance

Roach:  I had some great bosses at Ascension and my other organizations that were very respectful of employees’ time. Your weekend is your weekend. I’m only going to call you if there’s a problem. I’m not going to impinge upon your weekend. Your evening with your family is your evening with your family.

I’m really careful now. Early on in my career I would think, ‘I have to answer that email, or ‘I have to work on this at night and send it off.’ Now my thinking is different. I know what it felt like when I would get an email from somebody higher up in the organization feeling like I had to answer it right away. I’m very careful about sending an email or a text, unless it really is a problem, and respecting that people need their down time. People were giving 110 percent during the pandemic. They’re tired.

What’s great about this area is that there are so many outside activities, like hiking and different sports. And in the winter, you have skiing. People can get a break from it all; I think that’s a real positive.

 

Gamble:  So it’s been a good move for you?

Roach:  Yes. So far, so good. I enjoy the people here — the staff and leaders. It’s a great organization.

 

“A learner at heart”

Gamble:  What appealed to you most about the organizati...