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November 4, 2025 | Monica E. Oss
Health care professionals and health care consumers have a different view of the benefits of and potential for AI–not surprisingly. For clinicians, the current system is fraught with problems. In a recent survey—Building Trust In Healthcare AI: Perspectives From Patient And Professionals—77% say they have lost clinical time due to incomplete or inaccessible consumer health data–about 45 minutes per day. This equates to a loss of four weeks of productivity.
These health care clinicians are optimistic about the ability of AI to improve health care services. Topping the list, 84% of clinicians think AI will improve automating repetitive tasks; 84% see improved access to clinical research; and 78% envision expanding capacity to serve more consumers.
Consumers have a different view. In the U.S., where consumers wait on average 59 days for an appointment with a specialist, only 59% are optimistic that AI can improve health care. A key concern—56% believe that AI will reduce the time they have with health care professionals.
The survey reports on the “gap” between clinician and consumer views of how AI could improve the system. The biggest gap, at 22%, is the use of AI for clinical documentation—clinicians are much more optimistic. This was followed, at 18%, by two other use cases—using AI to triage consumers for urgent care and using AI to review test results.
As executives in the health and human services consider the many potential uses of AI in their organizations, they need to address the perceptions of clinicians and consumers of these new technologies and ensure that the technologies as adopted deliver the planned benefits to service delivery.
These issues—of technology planning, budgeting, and best practices—were the focus of this year’s 2025 OPEN MINDS CEO Technology & AI Summit, sponsored by our partner, Qualifacts. The day was a deep dive into the strategic issues facing executive teams as they navigate a changing market landscape and plan for future financial sustainability.
If you weren’t able to join us in Philadelphia and participate in the livestream, take the time to listen to the sessions and download the presentation files of the great sessions listed below.
Breakthrough To Better Care: CCHO’s AI-Driven Success In Behavioral Health Tonia Hanshaw, Senior Project Manager for Christian Children’s Home Of Ohio (CCHO), and Nathan Loggans, Senior Product Marketing Manager for Qualifacts, covered how CCHO harnessed the power of AI to transform operations, deepen client relationships, and significantly improve clinician burnout.
Becoming A Technology First Organization With Keystone Human Services Nathan Gerhard, Associate Executive Director for Keystone Human Services, explored what it means to lead with technology—not just in tools and systems, but in terms of outcomes and person-centered care.
Transforming The Consumer’s Experience Through A Tech-Enabled Journey Kim Sonafelt, MS, LPC, CADC, Chief Executive Officer, and Heather Lewis, ETL, Coordinator Of Technology Services for MainStay Life Services, provided practical insights into building a tech-enabled consumer experience strategy that meets evolving expectations while maintaining clinical excellence.
What CEOs Should Know About Privacy & Cybersecurity Frannie Watts, MSW, Chief Executive Officer for South Central Medical & Resource Center, offered strategic guidance on building a security-conscious culture, investing in the right protections, and preparing for audits or incidents.
Advanced Operations & Clinical Service Delivery Through AI Innovations Shalom Lichtenstein, MSN, FNP-BC, PMHNP-BC, Owner of REVA Health and Family Nurse Practitioner for Precious Health Medical; and Norman Racine, Chief Information Officer for Hathaway-Sycamores, discussed how AI is revolutionizing diagnoses, treatment plans and overall care delivery.
The Great Debate: The Promise & Peril Of Using AI In Behavioral Health Kyle Hillman, the Director of Legislative Affairs for the National Association of Social Workers-Illinois, discussed the role of AI in behavioral health. Mr. Hillman wrote the legislation, The Wellness and Oversight for Psychological Resources Act (House Bill 1806), recently enacted in Illinois—and was the lead organizer and lobbyist for its passage.
Beyond The Algorithm: Preserving Human-Centered Care In The Digital Era Richie Grantham, Senior Manager of Health Innovation at Kaiser Permanente, explored how Kaiser Permanente is using AI not to replace human care, but to enhance it. Mr. Grantham also discussed how Kaiser Permanente is weaving technology into its people-first philosophy—enhancing clinical decision-making, supporting care teams, and building stronger relationships.
What Now? What Next? The Tech Formula For Financial Sustainability OPEN MINDS Chief Executive Officer, Monica E. Oss, explored the critical intersection of technology adoption, financial sustainability, and strategic leadership. Ms. Oss also covered how to align digital investments with organizational goals, build executive and board-level support for innovation, and lead a culture of change and digital readiness.
For even more, check out these technology management resources in the OPEN MINDS Industry Library:
For even more, join me on February 11, 2026, at The 2026 OPEN MINDS Performance Management Institute in Clearwater Beach, Florida for the keynote session Uniting For Impact: How Centerstone & Brightli’s Strategic Growth & Vision Are Shaping The Future Of Behavioral Health, featuring David Guth, CEO of Centerstone and C.J. Davis, Chief Executive Officer of Brightli.
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