1. Connected Care is set to launch on 15 January. What inspired you to write this book at this moment? 

After 22 years in the trenches of medicine, I’ve seen our industry reach a breaking point. We are facing a "double-whammy": a quadrupling global population and a projected shortfall of 15 million healthcare workers by 2030. I wrote this book because we are at a crossroads. Either we can let technology make healthcare colder, or we can use it to build a system where "technology and humanity work in harmony to create better outcomes for all."

2. The book reframes digital technologies as enablers rather than replacements. What misconceptions are you addressing?

The biggest myth is that we’re moving toward a world of robot-only care. That’s simply not true; we need caregivers more than ever. The problem today is that doctors are hiding behind massive screens in the exam room, more focused on typing than on the human sitting in front of them. "This is anything but patient care." Connected Care is about automating the boring stuff the note-taking, scheduling, and billing so the doctor can actually be a doctor again.

3. In your recent work, you speak about "surprising truths" regarding the future of healthcare. Can you elaborate on why technology is the key to restoring the human touch?

It sounds counter-intuitive, but technology’s real job is to make healthcare more human. We often see the pandemic as a boom for digital health, but the data tells a different story a 57% drop in global digital health funding shows that temporary interest doesn't equal transformation. Many innovations fail due to the "Curse of Intelligence": smart people leaping to solutions without understanding the core problem. True "Connected Care is the seamless integration of technology into health care to enhance patient outcomes while preserving the human touch."

4. You mention that caregivers must “connect with themselves” before they can connect with others. Why is that the starting point for your roadmap?

Physician burnout is a global pandemic that leads to staff turnover and poor quality of care. I argue that digital transformation actually starts at home. You have to "put an oxygen mask on yourself first." "You could give care as a caregiver only when you have given care to yourself." By using technology to manage our own time and mental well-being, we ensure we have the presence of mind to truly "see" our patients.

5. How does your framework help leaders balance technological progress with compassion?

I challenge leaders to look at technology through "Empathy by Design." We don't just ask if a tool is fast; we ask: "Does it enhance or interrupt face-to-face caregiver-patient interactions?" In my hospitals, we use AI scribes so doctors can maintain eye contact instead of looking at a keyboard. It’s about ensuring that every digital interaction serves to "enlarge the 'care' part of our role as 'care'givers."

6. What foundational questions should leaders ask before a transformation?

Smart people often jump straight to solutions—I call it the "Curse of Intelligence." Before procurement, a leader must ask: "Does this technology solve a real problem for caregivers or patients?" If creators are disconnected from the reality of the end-user—like the designers who built a touchscreen defibrillator that couldn't be used with gloves—the technology will fail.

7. How can organisations ensure AI deepens human interaction?

By using AI to "return time" to the bedside. If an AI agent can explain medical jargon to a patient 24/7 or handle a pharmacy follow-up, it removes the stress from the family. "AI will not immediately advise the treatment, but it will help us translate what we do for our patients." It makes the patient an active partner in their own treatment process.

8. Can you share an insight where digital interventions significantly worked?

Wayfinding apps are a powerful link between design and physiological human outcomes. Large hospitals are stressful; getting lost increases a patient's blood pressure and anxiety. By giving a patient navigation on their phone, we create a calmer environment. "The technology acts as an 'empathy engine'."

9. How does the book help leaders overcome fragmented data ecosystems?

We must stop viewing healthcare as departments and start viewing it as a journey. I propose a framework where "all the Connected Care solutions are connected and talking to each other." Leaders must act as architects who integrate data from the home, back to the home.

10. How do you foresee healthcare shifting from a hospital-centric model to community networks?

The hospital of the future isn't just a building; it's a community hub. Through digital tools, hospitals can maintain an "ongoing dialogue" to promote wellness rather than just treating sickness. "In the future, our data will talk at the doctor visit, not just us."

11. Behavioral resistance is a major barrier to digital adoption. How do you tackle it?

Resistance is the "tail-wind of change." I teach the future leaders to follow the "locking the door" approach—get out of the office and onto the hospital floor. "Remember that people are not against you. They are for themselves." We have to show clinicians how digital tools reduce their administrative burden.

12. How does your roadmap address scalability in low-resource markets?

Connected Care is for everyone, not just the wealthy. Even in rural communities, everyone has a smartphone. My roadmap focuses on scalable, affordable tools like WhatsApp for pharmacy counseling or SMS reminders. "Simplicity is the core of every sustainable education process."

13. With generative AI accelerating, what is your primary caution for leaders?

We must avoid the "Black Box" threat where decision-making lacks transparency. We need an "AI governance model led by hospital management along with IT and clinicians" to ensure safety and privacy. We cannot allow our patients to be "guinea pigs" for untested products.

14. What is the single most important message of Connected Care?

We are living in the most exciting time in history. My message is: "Technology or AI is not going to replace human beings. It is only going to enable things for us and make our and our patients’ and our community’s lives easier and healthier."

--AHHM Issue 71--