UPMC Receives Rare Distinction; McCallister Says the True North of Patient Care Has Guided the Journey

Under the leadership of Ed McCallister, SVP & CIO at UPMC, the health system has established itself as a leader in digital health transformation. With a network of 41 hospitals, operations in Pennsylvania and internationally, and a revenue base of approximately $26 billion, UPMC’s commitment to patient care and innovation has been central to its success.

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“At UPMC, everything starts and ends with the patient experience,” said McCallister. “When we say ‘life-changing medicine,’ we mean it, and it’s a guiding principle for everything we do.”

A Legacy of Leadership in Digital Health Transformation 

One of UPMC’s most notable achievements is its recognition as a Digital Health Most Wired Level 10 organization—a distinction awarded to only 26 health systems nationwide. This accolade reflects not only technological prowess but also a broader cultural and operational commitment across the organization.

McCallister attributes this success to UPMC’s early adoption of digitized healthcare. “We were early adopters of Meaningful Use standards back in 2010 and 2011. That early commitment to digitization positioned us to evolve our workflows, integrate technologies, and ultimately achieve this recognition.”

What distinguishes UPMC is its collaborative approach to digital health transformation. The Most Wired award is, in McCallister’s words, “a UPMC award, not just an IT award.” The rigorous evaluation process involved not just IT professionals but also clinicians, nurses, and operational leaders, highlighting the integrated nature of the organization’s digital strategies.

The Journey to a Unified EMR

Despite its accolades, UPMC’s digital journey has not been without its challenges. Operating across nine different EMRs, the organization faced significant complexities in integrating workflows and ensuring seamless data sharing. McCallister acknowledged that this “best-of-breed” approach—originally adopted to leverage the strengths of different platforms—had become unsustainable.

To address this, UPMC embarked on a transformative initiative to transition to a single EMR platform: Epic. The decision, made two years ago, represents a seismic shift for the health system. “We realized we were doing a lot of heavy lifting to ensure interoperability,” McCallister said. “Moving to Epic simplifies the wiring under the surface and positions us for the future, especially with advancements in AI and analytics.”

This massive undertaking, dubbed the “Bridges” initiative, is set to be completed in two waves by 2026. UPMC’s size and complexity make it the largest Epic implementation in the United States.

Balancing Innovation with Sustainability

As UPMC advances its digital health initiatives, it remains committed to balancing innovation with sustainability. McCallister emphasized the importance of robust infrastructure as the foundation for digital transformation. “Without a solid foundation, all the exciting technologies—like ambient listening or advanced analytics—don’t matter. They’re built on sand,” he stated.

UPMC has taken a hybrid approach to its data strategy, leveraging both on-premises and cloud solutions. While the cloud offers scalability, the organization remains cautious about costs and security risks. “The journey to the cloud is easier than the journey back,” McCallister observed, noting that strategic decisions about where to store and process data are critical for long-term success.

At the same time, UPMC is leveraging its infrastructure investments to support cutting-edge innovations. For example, its commercial-grade network and secure data centers provide the backbone for initiatives like AI and ambient technologies. These investments enable UPMC to remain agile while ensuring data security and operational efficiency.

Transforming Patient and Clinician Experiences

At the core of UPMC’s strategy is a dual focus on the patient and clinician experience. This commitment is evident in initiatives like ambient listening technology, which UPMC has deployed to over 1,700 physicians. The technology allows clinicians to focus on patient care rather than administrative tasks, reducing burnout and improving satisfaction.

“Physicians want to focus on the patient, but they’re often burdened by documentation requirements,” McCallister explained. “Ambient listening eliminates that burden, creating a win-win for both patients and clinicians.”

The organization is also exploring applications of ambient technology in nursing, recognizing the potential for bedside care to benefit from similar innovations. UPMC’s upcoming state-of-the-art hospital tower will serve as a testbed for these technologies, providing a glimpse into the future of patient-centered care. The integration of such tools reflects UPMC’s holistic approach to improving healthcare delivery while addressing clinician burnout.

McCallister noted the importance of addressing both patient and employee experiences, emphasizing that the two are interconnected. “The patient experience and employee experience are inseparable. We’re focused on creating an environment where clinicians can thrive, which ultimately benefits our patients.”

Looking Ahead

As UPMC looks to the future, it remains focused on leveraging technology to enhance care delivery while maintaining its foundational commitment to patient experience. Whether through advancements in AI, the integration of Epic, or the deployment of cutting-edge ambient technologies, UPMC is working to remain a leader in digital health innovation.

McCallister’s added. “This is an exciting time for healthcare.” “We’re on the cusp of transformative changes that will redefine how we deliver care. Our focus is, and always will be, on providing life-changing medicine for our patients.”

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