Beyond the Algorithm: Keeping Patients and Colleagues Human in an AI-Driven Health System with Gerry Lupacchino

Every health system is racing to adopt AI scribes, ambient listening, and predictive staffing tools, promising safer, more efficient care. But what about the people on the receiving end of all that innovation? On this episode of Elevate Care, host Tessa Misiaszek talks with Gerry Lupacchino, Senior Vice President of Human Experience at Hartford HealthCare, about what it really takes to keep technology adoption grounded in human connection. Gerry shares how Hartford HealthCare built its ambitious goal of becoming the most consumer-centric health system in the country on a foundation laid back in 2015: the belief that a strong colleague experience drives a strong patient experience. He explains why physicians, not administrators, are leading the organization's AI governance councils, and how tools like ambient listening are giving clinicians back the human connection that electronic health records once crowded out. The conversation takes an unexpected turn when Gerry describes a pattern few healthcare leaders talk about: it's often younger patients, not older ones, who are more hesitant about health technology and data sharing. He and Tessa dig into what that means for access, trust, and the responsibility health systems carry in meeting patients, and colleagues, exactly where they are. Key Takeaways Colleague experience drives patient experience. Hartford HealthCare's consumer-centricity strategy began with a commitment to how colleagues are listened to, communicated with, and treated, long before it became a patient-facing initiative. Physician-led AI governance builds trust. Hartford HealthCare's AI and innovation councils are led by physicians, ensuring new technology serves clinical judgment rather than replacing it. Younger patients aren't always the early adopters. Contrary to assumption, some of the strongest resistance to health technology and data sharing comes from younger consumers, not older ones. Ambient listening restores human connection. By removing the burden of manual documentation, ambient technology allows physicians to make eye contact, sit with patients, and focus on the conversation instead of the screen. Access meets people where they are. From a 24/7 virtual primary care app to an in-airport health kiosk, Hartford HealthCare is redesigning access points around how people already live, not how healthcare has traditionally been delivered. Leadership development matters as much as patient-facing technology. An AI coaching tool built on Hartford HealthCare's own leadership framework is helping managers build confidence and consistency across a newly hired workforce. Chapters 00:00 – Introduction to Human Experience in Healthcare 01:39 – Defining the Role of SVP of Human Experience and Culture 05:27 – What Consumer-Centric Care Really Means 07:44 – Physician-Led AI Governance and Adoption 12:26 – Restoring Human Connection through Ambient Technology 15:27 – Why Younger Patients Resist Health Technology 19:38 – The Health System's Role in Patient Education 23:15 – Technology for Colleague Engagement and Retention 30:27 – Advice for Leaders Starting Their AI Journey Meet Gerry Lupacchino Gerry Lupacchino serves as Senior Vice President of Human Experience at Hartford HealthCare, where he leads teams spanning physicians, nurses, advanced practitioners, and licensed clinical social workers on the patient experience side, alongside organizational development professionals focused on the colleague experience. Over his ten years with Hartford HealthCare, the organization has grown from three hospitals and roughly 10,000 employees to ten hospitals, 600 locations, and 48,000 employees. Gerry's work centers on a guiding belief: healthcare organizations that want the best patient experience need to start with the best colleague experience. Learn more about Hartford HealthCare's approach to human experience at hartfordhealthcare.org. Explore Solutions for Smarter Workforce ManagementWe're proudly sponsored by AMN Healthcare, the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare.Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources!Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more.About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here. Find Us On:WebsiteYouTubeSpotifyAppleInstagramLinkedInXFacebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.