Applied transformation in healthcare: From digital dreams to operational reality | Viewpoint

Healthcare’s digital transformation journey has entered a new, more demanding phase.

No longer is it enough to simply adopt technology. Health systems are now expected to show tangible results: stronger margins, better patient access, and improved outcomes are under greater pressure than ever before.

AVIA recently compiled a State of Digital Transformation Report based on input from our members that reveals that while digital capability adoption is growing, the path to applied transformation remains complex. Health systems must now shift from a digital strategy and move to tailored execution.

Here are three key insights from our analysis, and what healthcare leaders can do to make progress real.

Digital maturity Is uneven—Strategy must be custom

Foundational capabilities like virtual visits, digital billing, and self-service registration are widely adopted across healthcare systems.

However, more advanced models such as hospital-at-home or AI-driven care coordination remain in early stages. This uneven landscape underscores a critical leadership imperative: digital transformation must be tailored to each organization’s maturity level, consumer expectations, and care delivery realities.

Aligning your digital tools to your operational and patient care goals are imperative for success.

For example, according to our report, Main Line Health increased use of self-service digital registration and check-in by 17% over 2024. Transitioning to automated digital registration means real-time savings for your staff, and patients are more likely to pay full pre-pay or balance amounts through digital interfaces than in face-to-face interactions.

Another one of the key indices reviewed the use of telehealth. Demonstrating a strong commitment to virtual care, MUSC Health, the Medical University of South Carolina Healthcare, has prioritized meeting patient demand and alleviating access constraints through expanded digital options. An impressive 12% of all ambulatory visits are now conducted via video, offering patients timely, convenient access to care while reducing pressure on in-person capacity. Additionally, 6% of all virtual visits are managed asynchronously, further enhancing flexibility and efficiency in care delivery

For all of these systems, success didn’t come from chasing every trend. It came from aligning digital priorities with business goals, operational readiness, and patient outcomes.

Execution drives value

Many health systems have invested in the right tools, but lack the structure, buy-in, and change management needed for consistent, high-value use.

The gap is most often seen in underutilized platforms—like chatbots, symptom checkers, or even patient portals—that were implemented but never fully embedded into care pathways or staff workflows.

The changemakers? Those who execute and do it well like LifeBridge Health.The system saw 61% of ambulatory visits completed via self-service check-in—an example of how deep adoption leads to measurable efficiency gains.

These organizations didn’t stop at implementation. They focused on staff engagement, usability, and performance measurement to ensure their digital solutions delivered consistent value.

Leading systems are integrating digital tools into clinical and operational processes—not just putting layer after layer of apps or software on top of each other. This includes training, governance, and workflow redesign, all of which are essential. In today’s environment, more important than simply introducing new initiatives is the capacity to harmonize them.

It doesn’t have to be all or none

Finally, our benchmarking reveals that digital leaders are no longer choosing between EHR-native functionality and third-party solutions—they’re designing hybrids that combine both.

Online scheduling and registration often run through the EHR. But when it comes to virtual nursing, ambient documentation, customer identity, or remote patient monitoring, specialized vendors often lead with innovation, flexibility, and speed.

The smartest systems aren’t just sourcing tools—they’re designing experiences. These hybrid strategies are only successful when they are purpose-built, interoperable, and seamless to patients and staff alike.

For CIOs and digital leaders, this means shifting the sourcing conversation from "either/or" to "what combination delivers the most value and best experience?"

Applied transformation doesn’t happen by accident. It requires strategic prioritization, rigorous execution, and customization to the unique dynamics of each health system.

The organizations earning top marks aren’t just investing in digital—they’re operationalizing it. And in doing so, they’re laying the groundwork for sustainable, measurable impact in an increasingly competitive healthcare landscape.

There’s no question that digital transformation will continue to evolve, and that some things will work better than others, but the real changemakers are already taking their potential and turning it into a reality that helps their organization and patients.

Clay Holderman is the CEO of AVIA.