Dr Albert Chan, M.D., M.S., FAAFP is the Chief of Digital Patient Experience at Sutter Health, leading digital transformation at one of the largest health systems in the United States. Dr. Chan leads an omni-channel patient engagement strategy, including one of the nation’s first patient portals, telehealth, and artificial intelligence solutions. He also leads innovative clinical partnerships, scaling solutions for the 12,000 physicians and 3,000,000 patients at Sutter Health. This includes the use of Google Glass, conducting research on health information technology and teaching biomedical informatics fellows.

Dr. Chan has received honors including Epic Physician of the Year, Fulbright Specialist, and a 2017 Eisenhower Fellow. He serves as an advisor for the IDOR- D'Or Institute for Research and Education, Brazil, VH Moll Fund, the Heritage Group, the StartX Stanford University incubator, and startup entities such as Natera (IPO in 2015) and Qventus.   

Dr. Chan earned a B.S. in Biological Sciences with Honors from Stanford and M.D. from the University of California, San Diego. After completing residency and chief residency in Family Medicine, Dr Chan concurrently completed fellowships in Biomedical Informatics at Stanford University School of Medicine and a research fellowship at the University of California, San Francisco School of Medicine. 

Presentation Synopsis
1. The Eight Steps To Sustainable Change

Sustainable change management is one of the more difficult outcomes to achieve in healthcare systems.  Beyond the initial excitement of a new project, what are the predictors of a meaningful, long lasting change?
 
Through case studies, Dr Albert Chan and Ms Lee Chen Ee will highlight the key steps of change management, from initial conception of an initiative to long lasting sustainability beyond the launch using the Kotter Change Management Model.  The session will highlight the important role of the health care leader as a change agent and storyteller to bring about lasting change. 

2. Improving The Patient Experience Via Digital Transformation - How Healthcare Leaders Can Address Megatrends In Healthcare 

Digital transformation touches every aspect of our lives. On a daily basis, our lives depend on digital solutions to complete basic needs such as banking, food, and transportation.  In these sectors, rapid adoption of digital solutions at scale has been the norm, enhancing the consumer experience with improved cost efficiency.  In this evolutionary world order, consumer expectations continue to morph dramatically and disruptive innovators race to meet the ever-increasing demands for change.

In contrast, health care has been slow to adopt consumer-centric approaches to care delivery. Healthcare is also one of the few industries where technology adoption is generally associated with higher costs.   This session will review the case for healthcare as the next major industry to see tectonic shifts secondary to digital transformation.  This session will then discuss how health system leaders can take concrete steps to embrace the change, drawing from lessons learned from one of the largest integrated delivery systems in the United States.