HIPAA Compliant: Smart Communications

HIPAA Compliant Smart Communications

Cutting Costs and Readmissions with Better

Clinical Collaboration and Patient Engagement

Agenda

• Introductions

• Smart Communications Platform

– Clinical Collaboration

– Mass Notification

– Patient Engagement

• Discussion

• Wheel Spin

Connexient & Mutare

• In Depth Healthcare Experience – Clinical Collaboration – Mass Notification – Patient Engagement – Digital Wayfinding

• Mutare – Mutare - Providing Smart Communications for

over 25 years. 1,300 Customers. Privately held.

• Customers – Over 1,300 worldwide, growing fast – The easiest partner to work with – Customers rave about our support

“Awesome! Thank you to everyone involved. I cannot repeat it enough, you guys are by far the best vendor any of us have ever dealt with.” John Harrison

Healthcare Client Community

Smart Communication Platform

API Integration

Clinical Collaboration

Auto Alerting

Mass Notification

Medication Appointment

Reminders

Workflow Optimization

Way-Finding

HIPAA Compliant Clinical Collaboration

Vital Link Smartphone Client

Vital Link Secure Browser

Clinical Collaboration

• Secure, Closed Loop, Fast

• Message Between Smart Devices, Browsers and Nurse Call Systems

• Hospital Pager Replacement – HIPAA Compliant

– Supports Text, GPS and Pictures

• Supports Database Synch and Manual Input

• Uses Wi-Fi or Cellular Data

• Message Queue for Guaranteed delivery

Browser and Smartphone

Message Example

Secure Message By Browser

Smartphone App Features

• Android, iOS and Blackberry

• HIPAA Compliant

• Secure In Box

• Chat Interface 3.0

• Delivery and Read Confirmation

• Toggle Available / Unavailable

• Escalation

• Lock

• Remote Wipe

• Customizable Alert Sounds

Mass/Group Notification

• Emergency Notification

• Crisis Communications

• Personnel Recall

• Shift Management

• Medication Orders

• Code Calls

• Evacuate/Shelter In Place

• Multi-Channel Broadcast Support

Choose Who to Send

Choose What to Say

How to Send It

Type of Confirmation

Review and Send It

Patient Engagement

The Power is the Platform!

Wayfinding Challenges

• 30% of first-time visitors and 15% of repeat visitors reported

confusion

• Average 2-4 minutes per interaction of staff time to provide

directions to lost individuals

• 25% of staff members cannot find some destination within

the hospital

• 28% reported creating their own workarounds to

compensate for the weaknesses of the existing way-finding

system

• 40% reported idle staff when patients are late

Mark VanderKlipp, "Sign of the Times," Medical Construction and Design

September/October 2011 issue

Digital Wayfinding

• “Airline” Check In

• Digital Escort

• Indoor and Outdoor Navigation

• Parking Location

• Proximity Alerts

Is this your Patient Experience?

Integrated Wayfinding Model

“Airline Style" Patient Check-In Improving Patient Experience while Reducing Missed or Late Appointments

EHR / CRM Integration for Appointment Reminder

Patient receives outdoor navigation to hospital and

parking location

Patient receives appointment reminder X hours before

appointment

WORKFLOW

Business Problem Highlights Benefits

▪ Patient Missed Appointments

▪ Patient On-Time to Appointments

▪ Wasted Staff Time/Efforts

▪ Long Patient Wait Times

▪ Poor Patient Experience

▪ Decreased Patient Appointment No-Shows

▪ Increased Appointment On-Time Start Rates

▪ Optimization of Care Team and Physician utilization

▪ Better Patient Queue Management

▪ Improved Patient Experience

Welcome Screen and e-Checkin

▪ Appointment Reminder Notification prior to visit sent to mobile device

▪ Navigation from home to parking garage

▪ Indoor Wayfinding: from parking location to and from appointment destination

▪ Patient Auto Check-in

▪ Care Team Notification

▪ Analytics

2

Patient receives wayfinding from parking location to/from appointment

Care Team notified of patient arrival

Appointment Reminders

• Typical medical missed appointment rate is 18% to 20%

• Appointment reminders 24 hours in advance are proven to reduce that by 30%

• Using white labeled app, reminders are HIPAA compliant

Appointment Reminders – reduced missed appointments to

improve revenue collection and outcomes

• Epic integration, 84,000 ambulatory visits a month

• Reduce the no-show rate, improve utilization

• Capture lost revenue

In development with Parkland:

• Use the Epic Ambulatory interface to directly engage patients

• Notify them of clinic delays to improve satisfaction

Appointment Reminders

Surgical Waiting App

Patient and Family Engagement –Surgery Waiting

Companion engagement, patient in surgery

Eliminate antiquated “coaster pagers”

Patient and family satisfaction

Differentiate Christ Hospital from their regional competitors

Updates are sent by text message to phone

Smartphone App Summary

Clinical Collaboration

• Pager Replacement

• Enables Phone to Phone Communication

• Multimedia Messaging

• Fully Secure and HIPAA Compliant

• Syncs to Active Directory or Other Database

Patient Engagement

• Supports Way-Finding

• Fully Secure and HIPAA Compliant

• Supports Auto Reminders with Reply

• Supports Secure Chat with Medical Contact Center

• Hospital Branded

Summary

• Single platform for clinical collaboration, group notification and patient engagement

• Modular implementation

• Pay for what you use

• Simple set up

• Cloud based

• HIPAA Compliant

• Supports unsecure voice, SMS, IM, RSS and Social networks

• Supports all devices and includes IVR functionality

• Inexpensive