Transforming a Broken System: How to Navigate Healthcare’s Challenges

Healthcare is broken. Around the world, patients face long wait times, soaring costs, and inconsistent quality of care. Clinicians are burned out and trapped in inefficient systems that make their jobs harder instead of easier. Bureaucracy stifles innovation, and despite technological advances, meaningful improvements often move at a glacial pace.

But navigating a broken system doesn’t mean accepting its failures. It means understanding its complexities, identifying leverage points, and driving change from within. Whether you’re a healthcare leader, entrepreneur, or clinician, here’s how to move forward when the system itself seems to be working against you.

1. Understand the Root Causes, Not Just the Symptoms

To fix a broken system, you first need to understand what’s breaking it. Many healthcare challenges—staffing shortages, rising costs, administrative burdens—are symptoms of deeper systemic problems, such as misaligned incentives, regulatory constraints, or outdated business models. Before proposing solutions, take a step back and analyze the root causes.

A story from my experience at Virginia Mason Institute comes to mind. We were working with a hospital system to address escalating wait times for patients. Initially, we focused on improving individual processes, but we soon realized that the real issue wasn’t the lack of efficiency in specific departments. It was the misalignment in the entire patient flow system. When we mapped out the patient journey from check-in to discharge, it became clear that fragmented communication between departments was the real bottleneck. By addressing the root cause—disconnected workflows—we were able to reduce patient wait times by 25% within three months.

Consider:

• Who benefits from the status quo?
• What barriers prevent meaningful change?
• Where are the biggest inefficiencies?

By working to understand these dynamics, you’ll have a clearer picture of what you’re truly up against and where to target your improvement work.

2. Challenge the Assumption That ‘This Is Just How It Is’

One of the biggest barriers to fixing a broken system is the mindset that it can’t be fixed. Healthcare is full of processes that exist simply because “that’s how we’ve always done it.” But disruption comes from those who challenge assumptions and ask, Why?

A great example of challenging this mindset comes from my experience working with a network of independent clinics. They were initially resistant to adopting a new electronic medical records (EMR) system, citing past failures with digital solutions that had been clunky and poorly integrated. Instead of accepting the status quo, the leadership team at the clinics asked, "Why does it take so long to implement new technology successfully in the first place?" Through this questioning, they realized the problem wasn’t the technology itself, but how it had been implemented in the past. The key issue was that previous systems had not been designed with the end-user in mind. Clinicians were overwhelmed by complicated interfaces and inadequate training.

By rethinking the implementation strategy—focusing on user-centered design, hands-on training, and phased rollouts—the clinics managed to reduce the typical implementation time by 60%. Adoption rates skyrocketed as staff felt more comfortable with the new system, and it ultimately led to more streamlined workflows and greater satisfaction for both clinicians and patients.

Consider:

• What assumptions are we making about how long things should take, and why?
• Why are we continuing to use outdated processes that no longer serve their purpose?
• What would happen if we questioned every step of the current system, even the ones we think are non-negotiable?
• Why do we continue to accept inefficiencies in our system just because "that's how it's always been"?

If the answer is rooted in tradition, bureaucracy, or inertia, it's a clear signal that it’s time for change.

3. Leverage Technology, but Don’t Expect It to Be a Silver Bullet

Technology has the potential to transform healthcare, but it’s not a cure-all. Too often, digital solutions are layered onto broken systems instead of addressing their core inefficiencies. True innovation happens when technology is integrated thoughtfully, with a focus on usability, workflow integration, and measurable impact.

At a large hospital where I once consulted, a new electronic scheduling system was introduced to help manage patient appointments more efficiently. The problem was that the technology was implemented without addressing the underlying cultural resistance to change. It took over six months for the staff to adapt, and even then, many still used manual systems. The solution? A hybrid approach: technology combined with in-person training and feedback loops. Over time, adoption rates rose, and the hospital saw significant improvements in scheduling accuracy and patient satisfaction.

To avoid common pitfalls, ensure that any technology solution:

• Solves a real problem rather than just adding complexity.
• Fits within existing workflows or improves them significantly.
• Has stakeholder buy-in from those who will use it daily.

4. Work Within the System While Building New Ones

Change doesn’t happen overnight, and working within a broken system often means balancing short-term fixes with long-term transformation. Healthcare leaders and innovators need to be pragmatic.

I’ve seen this firsthand while working with a healthcare organization to help them implement a management system. One of the challenges was improving operational efficiency in a large system that was overwhelmed with administrative tasks and inefficiencies. While we worked toward long-term changes, like creating a culture of continuous improvement, we also focused on smaller, immediate fixes to gain momentum.

For example, by streamlining the process for patient discharge, we were able to reduce bottlenecks and improve patient flow within a matter of weeks. This quick win had a significant impact on staff morale and demonstrated the power of process improvement. It also helped build trust among leadership and staff, paving the way for more systemic changes to take root.

• Find quick wins that improve efficiency and morale while working toward systemic change.
• Build coalitions of forward-thinking leaders, clinicians, and policymakers who are willing to challenge the status quo.
• Think beyond traditional models—whether that means reimagining care delivery, payment structures, or how healthcare organizations operate.

5. Focus on People First, Systems Second

Healthcare is ultimately about people—patients, providers, and the communities they serve. No matter how innovative a solution is, if it doesn’t work for the people within the system, it will fail.

This point is especially close to my heart. When working with a hospital system to reduce clinician burnout, the leadership team initially wanted to focus on improving operational efficiencies. However, after speaking with the clinicians themselves, it became clear that the root cause of burnout wasn’t just long hours, but the overwhelming administrative burden. By introducing a streamlined documentation system and improving support services, we helped reduce clinician burnout. At the same time, patient satisfaction improved as well.

• For clinicians: Solutions should reduce administrative burdens and allow them to focus on patient care.
• For patients: Care should be more accessible, transparent, and personalized.
• For healthcare organizations: Efficiency shouldn’t come at the cost of quality or workforce well-being.

The Path Forward

Fixing a broken system isn’t easy, but it is possible. It requires a willingness to challenge norms, embrace innovation, and navigate complexity with a clear sense of purpose. Whether you’re an entrepreneur building the next healthcare startup, a leader driving change within an institution, or an individual frustrated by inefficiencies, the key is to take action.

Healthcare may be broken, but it doesn’t have to stay that way.

What steps can you take in your role—whether as a leader, innovator, or clinician—to challenge the status quo and help drive change? Share your thoughts and experiences in the comments.