Lisa Borbon, MSN, RN, BC-NE, Administrator for the West Florida Division of Advent Health Home Care

Summary

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Becker’s Healthcare Podcast: Lisa Borbon, MSN, RN, BC-NE — Administrator, Advent Health Home Care, West Florida Division

Date: December 13, 2025
Host: Francesca Matthews, Becker's Healthcare
Guest: Lisa Borbon, MSN, RN, BC-NE

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Episode Overview

In this episode, Francesca Matthews interviews Lisa Borbon, a highly experienced nurse leader and Administrator for the West Florida Division of Advent Health Home Care. The conversation dives into the fast-evolving landscape of home healthcare, with Lisa sharing insights on current industry trends, the impact of technology and AI on care delivery, balancing patient empowerment with information overload, and the operational realities and opportunities for growth in home health. The discussion is rich with personal stories and practical observations, making it especially relevant for healthcare professionals navigating similar challenges.

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Key Discussion Points & Insights

Lisa Borbon’s Background and Approach (00:22)

• 26 years of nursing experience, with 20 years in leadership, including executive roles for the last decade.
• Career spans from ER nursing to hospice and various leadership positions.
• Quote:
  "I designed my career that way because I really wanted to understand what the patient goes through when they are coming into the world of medicine as a sick person." (00:35)

Top Healthcare Trends to Watch (01:08)

• Telehealth innovations and adoption.
• Proliferation of advanced wearable medical devices, surpassing typical fitness trackers.
• Integration of AI in healthcare—especially predictive algorithms for diagnosis and personalized patient insights.
• Quote:
  "It really gives more control to our patients... provides more precise patient insights, making sure we really understand their diagnosis." (01:19)
• Lisa emphasizes that these changes can empower patients in their own health decisions.

Patient Empowerment and Information Overload (02:15)

• The shift from passive patient roles to active, informed participants.
• The dual challenge:
  • Patients can better understand and manage their health.
  • Risk of anxiety and misinformation from too much or inappropriate data.
• Quote:
  "It’s a challenge and a gift... they understand what is happening to them... but we don’t want them to have too much information that... makes them very nervous." (02:26)

Finding the Right Balance: Education vs. Overwhelm (04:07)

• Importance of assessing patients' mental health when sharing medical information.
• Personal story: Lisa’s mother was distressed by information found via online search about her health—highlighting the impact of digital self-diagnosis.
• Need to verify the accuracy and applicability of information found online.
• Advocacy for healthcare providers to "listen to understand, not just listen to respond." (06:30)
• Notable statistic: Most healthcare providers interrupt their patients within the first three minutes.
• Quote:
  "So it’s really important that we spend time with our patients. We listen and listen to understand, not just listen to respond." (06:31)

AI and Technology in Enabling Clinician Presence (07:26)

• Ambient AI and AI-powered scribe tools reduce administrative burden, allowing clinicians to be more present during patient interactions.

Home Care Growth Strategy for the Next Year (07:54)

• Focusing on "meeting the patient where they’re at," especially to prevent unnecessary hospital readmissions.
• Home care settings evolving—home care now seen as an extension of med-surg, due to shifting patient acuity in hospitals.
• Application of AI for:
  • Scheduling the right clinicians efficiently.
  • Streamlining large, complex patient referrals (sometimes over 50 pages) to deliver only the critical information to staff.
• Exploring role of wearables and remote monitoring in everyday patient management.
• Quote:
  "So home care has really become your makeshift med surg... we’re really looking at different ways to meet those patients and meet the needs of those hospitals, to get those patients discharged... so they do not return back to their hospitals." (08:53)

The Critical Role of Insurance Literacy (10:19)

• Increasing complexity as more patients opt for insurance alternatives to traditional Medicare.
• Many patients misunderstand their coverage, which can limit access to necessary care.
• Lisa urges detailed reading and discussion of insurance policies before enrollment.
• Insurance comprehension is crucial as care shifts increasingly to outpatient and home care settings.
• Quote:
  "Please make sure you ask really great questions. Read the policy, read the fine print, talk to that agent for quite a bit of time before you just sign on the dotted line." (11:24)
• Recognizes ongoing workforce and retention challenges and the potential of AI—but underscores that none of it matters if insurance confusion blocks patient access.

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Memorable Moments & Quotes

• “I designed my career that way because I really wanted to understand what the patient goes through when they are coming into the world of medicine as a sick person.” (00:35)
• “It’s a challenge and a gift... but we don’t want them to have too much information that... makes them very nervous.” (02:26)
• “It is not written in stone that every single person is going to live this way even though they have these things happened to them.” [Discussing her mother’s fears from web research] (04:35)
• “Listen to understand, not just listen to respond.” (06:31)
• “Home care has really become your makeshift med surg...” (08:53)
• “Please make sure you ask really great questions... before you just sign on the dotted line.” (11:24)

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Timestamps for Key Segments

• 00:22 – Lisa Borbon’s introduction and career overview
• 01:08 – Three top healthcare trends: telehealth, wearables, AI
• 02:15 – Patient empowerment: positives and pitfalls
• 04:07 – Balancing education and information overload; impact on mental health
• 06:31 – The need for deeper listening in patient-provider relationships
• 07:54 – Growth strategy in home health for the coming year
• 10:19 – Insurance complexity and its impact on patient care

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Conclusion

This episode offers a concise yet insightful look into the realities and opportunities of contemporary home health. Lisa Borbon thoughtfully integrates practical experience with broader industry trends, while reminding listeners of the human aspects—mental health, information anxieties, the importance of patient education, and the ever-present insurance maze. The conversation is approachable, candid, and packed with actionable insights, especially for those involved in care management, patient education, and organizational leadership.

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Transcript

[A]

Hello, this is Francesca Matthews with the Becker's ASC Review podcast. I'm thrilled to be joined today by Lisa Borbin, msn rn, Administrator of West Florida, Florida Division of Advent Health Home Care. Lisa, thank you so much for being here today.

[B]

Thank you for having me.

[A]

Yeah. To start us off, could you please introduce yourself and tell us a little bit about your background?

[B]

So, yes, my name is Lisa Borbon. I have been a nurse for 26 years. I have been in leadership, probably about 20 of those 26 years. An executive leader leadership, probably for the past 10 years. My experience extends from the front door of an ER working as an ER nurse to the back door of hospice. I've worked in hospice and I've also done different leadership roles and executive leadership roles all through the. All through my career. And I designed my career that way because I really wanted to understand what the patient goes through when they are coming into the. To the world of medicine as a sick person.

[A]

Absolutely. And what are the top three trends that you're following in healthcare today?

[B]

I'm most interested in the telehealth, the wearable medical devices that are moving way beyond anything like fitness watches. I mean, there's so many new things that are coming that really gives more control of our patients and their patients, their decision making process for their diseases and to be healthy and all the AI driven products that are coming out that would really help with these predictive algorithms and provide more, how do you say, precise patient insights, making sure we really understand their diagnosis, making sure we've got the right diagnosis. So all of those things have really been on the top of my mind for the top three trends in healthcare.

[A]

I've definitely heard a lot in that last component of what you mentioned there, using AI to, yeah, kind of cut out any, you know, inefficiencies or also just like you said, make everything more precise and that kind of overall just like streamline the diagnoses and treatment process. There's so many advancements happening there, so many. What are you most excited about right now? We just mentioned a few things, but what else are you excited about in healthcare?

[B]

I think that, you know, really those are the three things that are exciting me as well because this puts a lot of the information into the patient's hands. If they become a partner in their own medical journey, they're not just passive recipients any longer. They can give us information that we may not see because we're not with them 24 hours a day, seven days a week. So it really is a challenge. It's a challenge and a gift, I think in both is that they understand what is happening to them in their body and what they can do to prevent it. But also we don't want them to have too much information that gets them to the point where they're very nervous and are thinking about things that plausibly are not happening. So I think the wearable devices, the telehealth, the AI driven personalization really helps them get the right information in their hands so that we can have a really great conversation on what they're going to do and what they're not going to do to improve their health.

[A]

Absolutely. And it's really interesting, the point you just brought up this kind of double edged sword of the democratization of medical information. It's you know, as both a writer and then also as someone who experiences healthcare, it's really interesting to kind of have all, like you said, all that information that can sometimes be overwhelming. I'm just curious as a follow up if you have any experiences or if you can speak to the process of finding that middle ground with patients where, you know, they can be empowered with information and have more access to education about, you know, medicine, whatever their health concerns may be. But I know it can also kind of verge into the, concerning where people maybe are coming in with inaccurate information or overly concerned about something that's not the, not their diagnoses. Just. Can you speak to finding that balance a little bit?

[B]

Yeah, I think the key in finding that balance is truly understand where their mental health is as well. I mean, so just a little background. You know, my mom in the past two years has had unfortunately three falls and three breaks. And you know, she, she thinks that the more she falls and the more she breaks a bone, the less time she has on this earth. And I, I think she read that somewhere in a Google search and we had to sit her down and just really start to explain to her that those are things, those are pieces of small pieces of information that the medical field understands when diagnosing and caring for those patients. But it is not written in stone that every single person is going to live this way even though they have these things happened to them. So she started going down a track of some depression, you know, and she's a very, very active lady. Art a lot of, she does a lot of things. She's active with her great grandchild, she's active with her grandchildren, she's active in the church and, and reading something like that and taking that in. Just put her in a, in a place of, you know, concern for her own life. So mental health, I think we are starting to step more and more into that arena and really understand where the person's at before we start focusing and giving them all this information, turning around and correcting that information as well. So that's one of the biggest pieces that I think we are getting into more and more about self care and it helps a lot when you understand where they're coming from and how or why they're googling the certain things that they're googling. But using devices such as, you know, blood pressure cuffs, that's going to give you an accurate piece of information. Talking about your concerns with your medical provider and bringing to them what you found, where you found it and letting and the medical provider sitting there explaining, look, this is a combination of a bunch of information. It doesn't always mean that all of this information is true. You got to see where the source is coming from. And then again using what they have and really understanding how they apply, whether it's a wearable medical device or they're on some sort of telehealth, how do they apply that to their everyday so they can get the right information? So that's how it's affected me personally in my own life. And then the patients that we care for through our home health agency, they always have a lot of questions and then they have family members that are always involved in their care as well. So it's really important that we spend time with our patients. We listen and listen to understand, not just listen to respond and give them a moment, let them get their whole story out before you start asking questions that take them down a whole different path, pathway that they didn't even intend on going to and now they really were not heard, their, their question wasn't asked, they couldn't get there. So most statistically out there, they say that most healthcare providers interrupt their patient within the first three minutes of them talking. So give, give, just sit, stay quiet for a minute, let them get all the way through it and then see what their question is so you could possibly give them a better answer and make them feel better as they leave from you and wherever else they're going to go to.

[A]

Yeah, absolutely. Thank you so much for just kind of that personal, personal touch there. And it also just seems like with so many advancements including ambient AI and these AI powered scribes, that, that you know, while there is so much more information that can be confusing for people, physicians and other clinicians have more of an opportunity than ever before. To be present with the patient. So that's also something interesting.

[B]

Yeah, very much so.

[A]

How are you thinking about growth over the next 12 months?

[B]

You know, from. From where I'm at for home care, we want to reach the patient where they're at and in one particular piece for us, is keeping them out of the hospital. I don't think that we always have the right people at the table that discuss what a patient's discharge plan should be. There's just a report that was written not too long ago about sending patients to skilled facilities versus home health. And will we keep them out of the hospital even more if we send them to a skilled facility? Well, there was no evidence that that was the truth. So what does the patient want? So for growth, for us, it's really about, number one, meeting the patients, where they're at, what are their needs. There's been such a change and a shift in the hospital system of what's truly sitting in icu, what's truly sitting in the PCU world. What's truly sitting in med surg. What's sitting in that med surge world is, in my opinion, the PCU patient. So home care has really become your makeshift med surg. So we're really looking at different ways to meet those patients and meet the needs of those hospitals, to get those patients discharged. They do not return back to their. To their. To their hospitals. So, you know, utilizing AI for scheduling purposes, do we have the right person to see that patient from a clinician standpoint, and when can they see that patient, and how do we make that drive easier for that clinician? So using AI in our schedule scheduling world is great. Using AI, even in the referral, reviewing that referral, picking out the most important pieces of information. Sometimes our referrals can have well over 50 pages. Our clinicians are not going to read all those 50 paces. So how do we summarize that and get that the basic, most important information to the clinician so that we can make them the most efficient? So those are some of the pieces that we're looking at for growth. There are always those programs out there to prevent CHF to present COPD readmissions. But that. That. That is. That is information that we've known for a while now. How do we take the pieces that are out there, such as the wearable, whether it's a watch or whether it's some sort of medical device? How do we utilize that in the everyday lives of this patient so they don't go back to the hospital?

[A]

Mm, absolutely. Is there Anything else that's important to this conversation that I haven't touched on so far?

[B]

I'm not sure. I think one of the big thing is also to understand that our patients are moving more and more away from the traditional Medicare insurance. And so we need to understand what types of insurance they have. They need to understand that, too. And I get so often that our patients are not reading the fine print. They don't understand. And then they get into this place where, you know, they're unable to use their insurance the way they thought they were able to do that. So I would really encourage, if you're changing your policy, whatever that is, please make sure you ask really great questions. Read the, read the policy, read the fine print, talk to that agent for quite a bit of time before you just sign on the dotted line. Because we're going to be utilizing more and more outpatient care services. The workforce challenges are going to continue when it comes to retention of our staff in the hospitals, retention of our staff in outpatient clinics, and then integrating all that artificial intelligence in there. It's all going to drive the growth. But if we don't understand the insurance piece of it, our patients are not still going to be able, are going to be stuck in getting what they need, whether it's an mri, whether it's an X ray, or even going to an outpatient facility as an asc. You know, where does this insurance take you? And I think that's a big part of the conversation that we don't, we don't have a lot of questions or we don't speak about enough. And our patients are confused. They don't understand what that means. I can't tell you how many times I spoken to a patient. They're like, no, I have Medicare. I'm like, you don't. You have a replacement policy? And we have to go through that with them. So that piece is a big chunk and it's missing a lot of the education components for our patients to understand what they're choosing.

[A]

Absolutely. Yeah. Excellent point there. Well, that is actually all I have for you today. Lisa, thank you so much for joining us.

[B]

Thank you so much for having me today and wish you the best day ever on a Monday. Have a great day.

[A]

Absolutely. It's been a pleasure speaking with you and I look forward to connecting with you again in the future.

[B]

Thank you.