In this episode of The Jon Myer Podcast, we explore the critical importance of Digital Employee Experience (DEX) in modern healthcare with Marcel Calef, Americas Field CTO at ControlUp. Marcel explains how DEX transforms the way healthcare IT supports clinicians and ultimately impacts patient care. The average healthcare employee spends a staggering 30 minutes per day waiting for IT systems to respond – valuable time that could be spent treating patients.
Marcel shares insights on how predictive IT support can identify issues before they happen, reducing downtime and frustration for healthcare professionals who need immediate access to patient records and clinical applications. Learn how real-time monitoring and proactive remediation are changing healthcare IT from reactive problem-solving to predictive support that enhances clinician productivity and improves patient outcomes. Marcel also discusses his observations from the recent HIMSS conference and how healthcare technology is evolving from hardware-focused solutions to software services that optimize workflows.
⏱️ The average healthcare employee wastes 30 minutes daily waiting for IT issues to be resolved – time that could be spent on patient care.
🔍 DEX focuses on predicting and preventing IT issues before they happen rather than merely responding to problems after they occur.
🏥 In healthcare, time is critical – both for urgent patient care and for maximizing the limited time clinicians have with each patient.
💻 Effective DEX allows IT to approach problems with data and insight rather than starting with “Have you tried rebooting?”
🔄 Real-time monitoring (every 3 seconds) helps distinguish between normal temporary system spikes and actual problems requiring intervention.
🚑 Slow login times, application issues, and connectivity problems directly impact clinicians’ ability to access critical patient information.
📱 DEX helps identify specific areas in healthcare facilities where technology issues occur, such as WiFi dead zones in certain corridors.
YouTube Timeline
0:00 – Introduction 0:42 – What is DEX and how it transforms IT support interactions
1:41 – The value of predictive IT support and preventing incidents
2:44 – How DEX differs from traditional IT help desk approaches
3:25 – Clarifying misconceptions about DEX “spying” on employees 3:58 – Building trust and changing employee perceptions of IT 5:01 – How DEX improves the IT on-call experience and empowers support staff
6:29 – Why DEX is particularly important in 24/7 healthcare environments
6:50 – Time sensitivity in healthcare IT and impact on patient care
7:43 – Statistics on time wasted waiting for IT systems in healthcare
8:22 – Real-world example of troubleshooting VDI issues in healthcare
9:12 – The importance of comprehensive monitoring across all system components
10:22 – How frequent data collection helps eliminate false positives
11:38 – Using data frequency to distinguish between transient issues and actual problems
12:17 – The relationship between DEX and optimizing patient healthcare
13:03 – Real-life customer stories about DEX impact in clinical settings
14:07 – Identifying Wi-Fi dead zones in healthcare facilities
14:40 – Observations from the HIMSS conference and evolution of healthcare technology
16:01 – The shift toward employee experience and efficiency in healthcare IT
16:19 – Changes in the HIMSS conference focus over time
16:56 – The intersection of security and DEX in healthcare
17:35 – Finding balance between security requirements and user experience
17:51 – How IT friction impacts both employee and patient experience
18:15 – Closing remarks and outro
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