The delicate balancing act of incorporating technology into healthcare

Technology’s rapid evolution has created remarkable opportunities – and pressing challenges – for the healthcare industry. Tools like electronic health records (EHRs), artificial intelligence (AI) and telemedicine promise to enhance patient care and streamline workflows, yet many healthcare professionals (HCPs) feel the strain of adopting these technologies into their practice.

According to Sermo’s 37th Barometer study of 611 global HCPs, 81% believe technical proficiency is just as important as clinical expertise. This statistic highlights the increasing importance of technology in healthcare and underscores the need to balance clinical responsibilities with the growing technological demands on providers. For those seeking to engage with HCPs – whether in pharma, digital tools, AI, patient support, telehealth services or clinical trial recruitment – understanding this perspective is critical. By addressing key pain points, such as inadequate training and integration challenges, stakeholders can support HCPs more effectively and ensure smoother adoption of new technologies.

Sermo’s Barometer also revealed that while technology has the potential to transform healthcare, its implementation often falls short of expectations. Misaligned digital tools, interoperability issues and inadequate user support create a complex environment for HCPs. The study found that HCPs spend an average of 22 personal hours per month learning new healthcare technology, adding to their workload and underscoring the need for better integration and support (figure 1).

Figure 1

For many HCPs, the promise of healthcare technology feels overshadowed by the practical difficulties of integration. The variety of digital tools available today – from EHR systems to decision-support software and patient portals – is overwhelming. Instead of streamlining workflows, these systems frequently serve as sources of frustration due to steep learning curves, technical glitches and excessive administrative demands that take time away from a provider focusing on their patient.

The problem of interoperability looms large. Many systems operate in silos, preventing seamless data-sharing between platforms. HCPs often toggle between multiple applications to piece together a complete picture of a patient’s health, which not only wastes time but also introduces risks for errors and inefficiencies.

Another growing pain comes from the constant pace of updates and new tools being introduced, with 48.2% of HCPs reporting at least one symptom of burnout, according to an AMA survey.

Telemedicine has emerged as a pivotal tool in the healthcare landscape, jump-started by the pandemic. It bridges access gaps and increases convenience for patients, especially those in rural or underserved areas. However, it also comes with its own set of challenges.

HCPs must overcome connectivity issues, platform inefficiencies and complex reimbursement processes that vary by jurisdiction. The lack of standardised guidelines for telemedicine platforms further complicates adoption. While telemedicine holds undeniable potential, it needs to be seamlessly integrated into existing workflows to avoid adding to the strain.

The HCP-patient relationship is the bedrock of effective healthcare, yet it is vulnerable to disruption as more technology enters the clinical setting. HCPs often spend more time looking at screens than engaging with patients. Excessive data entry requirements reduce eye contact, undermining trust and rapport.

When used thoughtfully, however, technology can strengthen this relationship. Tools such as wearable devices and remote patient monitoring allow HCPs to track health metrics in real time, enabling more personalised care. To achieve this, healthcare solutions need to prioritise user-friendliness and integrate smoothly into HCPs’ daily routines.

‘For many HCPs, the promise of healthcare technology feels overshadowed by the practical difficulties of integration’

Another key consideration is maintaining patient trust. Concerns around data privacy, transparency in AI-driven diagnostics and overly automated processes can create scepticism among patients. Clear communication about how technology enhances – not replaces – the HCP’s role is vital to fostering trust.

Sermo’s latest Barometer survey sheds light on HCPs’ most pressing challenges related to technology adoption in healthcare. Here are some standout findings:

• 63% of HCPs feel they aren’t adequately compensated for this learning (figure 2)
• HCPs emphasised the need for non-clinical training in medical school, with the top three desired topics being keeping EHRs, telemedicine platforms and AI diagnostic tools
• HCPs feel that redundant compliance documentation tools (such as those for HIPPA) are the most burdensome. This is followed by complex EHR systems and excessive data entry requirements
• The average amount of time spent learning new technologies varies by generation and personal vs professional.

Figure 2

To harness the full potential of healthcare technology, a collaborative approach is required from both technology developers and healthcare organisations. Below are five actionable strategies to address these barriers and empower HCPs.

Developing healthcare technology should begin with a deep understanding of HCPs’ unmet needs. Collaborating with HCPs and providers from the start and continuously soliciting their feedback throughout the process ensures that tools are user-friendly and aligned with real-world clinical workflows.

One of the greatest challenges in adopting new tools is insufficient training. Many organisations underestimate the need for hands-on, consistent training programmes to help HCPs confidently integrate technology into their practices. Sermo’s Barometer found that 55% of surveyed HCPs still prefer in-person training when learning to use new technology platforms, highlighting the importance of personalised, face-to-face instruction. For digital-savvy HCPs, snackable, short-form video series offer visual learning experiences that fit seamlessly into their busy schedules. Preferences also vary by generation and specialty, underscoring the need for flexible training approaches. For example, the Barometer found that while younger generations are known for being online, Millennials and Gen X prefer in-person training, and Baby Boomers far prefer webinars.

For technology to truly enhance healthcare, interoperability must be addressed head-on. Systems need to be designed with open APIs, cloud-based platforms and standards that facilitate seamless data exchange. When platforms operate together in harmony, not only do HCPs benefit from reduced manual work, but it also enhances patient care through better coordination. Strengthening relationships with vendors, pharmaceutical partners and other technology providers can further drive collaborative solutions, ensuring that innovations align with HCPs’ needs and ultimately lead to better patient outcomes.

Administrative overload is one of the most common pain points for HCPs. Developers can explore solutions such as voice recognition software for dictation or AI-driven data entry to eliminate repetitive and time-consuming paperwork. These innovations give HCPs precious time to focus entirely on patient care rather than on screens.

‘By addressing key pain points, stakeholders can support HCPs and ensure smoother adoption of new technologies’

Rigid systems that force HCPs to adapt their existing processes often face resistance. Instead, healthcare technology should be customisable and accommodating. Features like adjustable dashboards, personalised alerts and easily navigable menus can make digital tools more adaptable to varying specialties and individual workflows.

The integration of technology into healthcare is an unavoidable and necessary development. However, it must be thoughtfully implemented to avoid jeopardising human-centred care. The Barometer found that while technology integration has been burdensome for HCPs, more than half (58%) reported the integration of new technologies has positively impacted patient relationships.

Achieving this balance requires clear priorities, including reducing administrative burdens, improving interoperability and designing with HCPs’ needs at the forefront. Additionally, fostering seamless collaboration with partners – such as pharmaceutical companies, telehealth providers and AI developers – can help create more integrated solutions that enhance both patient care and HCP efficiency.

HCPs are the linchpin of successful care delivery, making their engagement and input essential for the effective adoption of technology. When tools are designed to complement instead of complicate their roles, healthcare delivery becomes more efficient and patient trust and outcomes improve.

Ultimately, the future of healthcare innovation lies in striking the right equilibrium between cutting-edge technology and the invaluable human expertise that defines medicine. By fostering collaboration and understanding, we can create a healthcare ecosystem where technology empowers rather than encumbers.

Peter Kirk is CEO of Sermo