cios Weigh EHR vs. Third-Party Apps for Patient Engagement

Updated June 19, 2025

Health system executives are increasingly focused on digital patient engagement strategies,‍ navigating the choice between core EHR vendor solutions and ⁤specialized third-party⁤ applications. Consumer expectations are driving this trend, pushing healthcare ⁤providers to innovate.

This ⁢debate was highlighted in a healthsystemCIO webinar, “Should I Stay or Should⁤ I Go? Evaluating the Cost/Benefit⁣ of In-Suite ‍Versus Specialized Apps in the Digital Patient Engagement Space.”

Will Landry, senior vice president and CIO at Franciscan Missionaries of Our Lady Health System, Michael Elley, CIO ‍at Baptist health, and Mike Reynolds, senior vice president of Product Development at Get Well, shared their ‍insights. They discussed their organizations’ approaches to digital patient engagement and the trade-offs between standardization and innovation in the EHR ecosystem.

Health systems have traditionally used EHR vendor tools like Epic’s MyChart⁣ for⁢ scheduling and messaging.However,evolving patient needs are prompting consideration of third-party applications to⁢ improve engagement. elley said that they look to Epic first, ⁣achieving ‍about 85% of their goals. He added that they consider other options for specific health challenges where Epic lacks focused solutions, such as maternal mortality.

Landry concurred, stating that while they are an Epic⁤ shop, they evaluate other options when Epic falls short. He emphasized a cautious approach to‍ third-party tools, prioritizing seamless integration to avoid fragmented patient experiences. The key is bringing technologies together effectively for the patient, Reynolds said, adding that poor integration can frustrate both patients and clinicians.

elley emphasized the⁣ importance of continuity, stating⁤ that patients shouldn’t have to log into different systems. Seamless integration is⁣ a must for third-party solutions to be considered.

Deciding on specialized apps involves multiple stakeholders, including IT leadership, operational executives, and clinical representatives. Landry said his system uses an IS steering team and⁤ buisness unit leaders to weigh decisions. He⁢ noted instances where Epic’s solution was either overkill or insufficient,leading to the selection of a third-party tool.

Elley emphasized the critical role of physician input, balanced with broader organizational needs. He cited a case where physicians favored a third-party GI solution, but integration issues created problems. Physician satisfaction is ⁢a priority, but so is system-wide interoperability, he said.

Both⁢ Landry and Elley see ⁤AI-driven personalization as a crucial next step ‍in digital engagement strategies. Landry said they are testing AI-driven SMS communication for patient outreach,⁤ finding that patients are more open about social determinants of health when answering asynchronously.

Reynolds believes AI⁢ can further enhance engagement through precision, anticipating patient needs and providing proactive, personalized ⁢outreach at scale. He said the ability to provide individualized digital support will determine a health system’s success in improving patient outcomes. Many hospitals are already using AI‍ to ⁣identify care gaps and allocate⁢ resources‍ effectively.

Despite the potential⁤ of AI and third-party applications, interoperability remains‍ a challenge.Landry noted that integration is frequently enough more complex than advertised,even with vendor claims of plug-and-play solutions. While EHR vendors‍ have improved interoperability, they can’t keep pace with every vendor in the market, he said.

Elley explained that ‍integration involves more than just system communication. The patient experience must be seamless, and ‍clinicians need access to the right data without ⁢switching platforms. Workflow disruptions⁢ can negate the benefits of a⁤ third-party tool, he said.

Reynolds emphasized that while some customization is necessary, overcomplicating integrations can cause long-term issues. The goal is to enhance engagement without creating unneeded friction, he said, adding that deep⁣ integration into MyChart can allow third-party solutions to function as a natural extension of ‍the EHR.

Governance is another key challenge. Health systems must balance IT-driven standardization with operational versatility. Landry said his team works closely ⁢with business leaders to ensure alignment. IT enables solutions that meet organizational needs while remaining pragmatic about integration and support.

Elley pointed out that the CIO’s role has evolved to encompass long-term strategy, cost-effectiveness, and operational impact. This includes making tough decisions about specialized apps, even with user enthusiasm.

What’s next

Hospitals are also focusing on how digital tools can enhance equity. Landry noted that mobile-first strategies⁣ are especially effective for reaching underserved populations. Reynolds added that health systems must consider the diverse needs of their patient populations, personalizing outreach based on specific needs⁣ and preferences.