The Healthcare Drive for Efficiency and Effectiveness

Original broadcast 3/16/25

Presented by Maximus

The Department of Veterans Affairs (VA) is embarking on an ambitious expansion of its electronic health record (EHR) system, aiming to modernize its healthcare infrastructure and improve patient outcomes. This effort is a key part of the broader drive for efficiency and effectiveness in federal healthcare, ensuring that veterans receive high-quality care through streamlined processes and data-driven insights.

Monica Rosser, Executive Managing Director for Federal Health at Maximus, joined Fed Gov Today with Francis Rose to discuss the critical components of this transformation. She emphasized that while new technologies such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA) are at the forefront of modernization, successful implementation depends on understanding the needs of both healthcare providers and patients.

Technology-Driven Change Must Prioritize User Needs

A significant aspect of the VA’s modernization effort revolves around leveraging cutting-edge technologies to improve care delivery. AI and ML have the potential to enhance decision-making, automate administrative tasks, and identify patterns that could improve patient treatment plans. However, Rosser cautions that technology adoption should not be driven solely by innovation for its own sake. Instead, she stresses the importance of aligning AI and automation with real-world healthcare needs.

"Artificial intelligence and automation can be incredibly powerful tools," Rosser explains, "but they must be implemented in a way that supports clinicians rather than adding to their burden. The key is ensuring that these tools provide actionable insights and improve efficiency rather than creating additional complexity."

This approach underscores the necessity of human-centered design (HCD), a methodology that prioritizes the experiences of users—both patients and healthcare providers—when developing and implementing technology solutions. Rosser points out that if providers struggle to use new systems or find them inefficient, the modernization effort risks falling short of its goals.

Human-Centered Design: A Holistic Approach to Healthcare

Incorporating human-centered design into federal healthcare modernization means going beyond software development to consider the full scope of interactions between patients, providers, and technology. The VA has been a leader in this space, applying human-centered design principles to initiatives such as its Veteran Experience Office.

Rosser highlights that human-centered design is not just about the software interface—it extends to the entire healthcare journey. "When a veteran seeks care, they are not just interacting with an EHR system; they are engaging with a provider, navigating administrative processes, and seeking reassurance about their health. A true modernization effort must consider all these factors to create a seamless and supportive experience," she explains.

This focus on user experience ensures that healthcare providers can efficiently access and utilize patient data, reducing administrative overhead and allowing them to focus more on patient care. Moreover, it enhances accessibility for veterans, ensuring they can easily obtain the services and benefits they need.

The Critical Role of Caregiver Support in Federal Healthcare

Beyond technological advancements, Rosser raises a pressing issue that she believes is not receiving enough attention: the growing demand for caregiver support in the military and veteran communities. With an aging veteran population and millions of caregivers providing essential support, she stresses the need for greater policy focus and interagency collaboration.

The United States is experiencing what experts call the "silver tsunami"—a rapidly aging population requiring increased healthcare services. According to Rosser, 10,000 citizens turn 65 every day, and military and veteran caregivers play a crucial role in supporting those who have served. "There are over 14 million military and veteran caregivers in this country right now," she notes. "This is not a question of if we will need to address this challenge—it is a question of when."

Rosser advocates for a more coordinated approach to caregiver support, integrating it into broader healthcare modernization efforts. She points to the Elizabeth Dole Foundation, which has been instrumental in raising awareness and advocating for policies to support military caregivers. The recent passage of the Elizabeth Dole Act is a step in the right direction, but Rosser stresses that more needs to be done at the federal level to ensure caregivers have access to the resources and support systems they need.

Interoperability: A Key Factor in Healthcare Modernization

One of the most significant challenges in modernizing federal healthcare is ensuring interoperability between different systems and agencies. Many veterans receive care from both the VA and private healthcare providers, creating the need for seamless data exchange to avoid duplication of efforts and ensure continuity of care.

Rosser argues that achieving true interoperability requires more than just technical solutions—it demands a cultural shift within agencies to prioritize collaboration and data-sharing. "Interoperability is not just about technology; it’s about breaking down silos and ensuring that different agencies and organizations can work together effectively," she explains. "Data insights must flow seamlessly across the federal health ecosystem so that patients receive the right care at the right time, regardless of where they seek treatment."

She also highlights that interoperability is crucial for addressing the needs of caregivers, who often navigate multiple healthcare systems on behalf of their loved ones. Ensuring that caregivers have easy access to medical records and care plans can significantly reduce stress and improve outcomes for both veterans and their families.

The Path Forward: Collaboration and Commitment

As the VA and other federal health agencies continue their modernization efforts, Rosser emphasizes the importance of collaboration between government, industry, and advocacy organizations. The successful implementation of new technologies, human-centered design principles, and caregiver support policies will require ongoing engagement from multiple stakeholders.

"We need to lean in on data insights, interoperability, and policy alignment to make meaningful progress," Rosser says. "This is a challenge that will require all of us in the federal health space to come together and prioritize efficiency and effectiveness in healthcare delivery."

Ultimately, the modernization of federal healthcare is about more than just upgrading systems—it’s about improving the lives of veterans, caregivers, and healthcare providers. By embracing thoughtful, patient-centered reforms and leveraging technology strategically, federal agencies can drive real, lasting improvements in healthcare outcomes.

Rosser’s insights serve as a crucial reminder that while modernization is essential, its success hinges on a commitment to user experience, data-driven decision-making, and comprehensive support for those who rely on federal healthcare services.