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Changing the Channel:

Transforming Interactive Patient EntertainmentSession 402, March 6, 2018

Vanessa Mona, Director Care Experience

Henry Ford Health System

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Vanessa Mona, B.S. – Computer Science

Has no real or apparent conflicts of interest to report.

Conflict of Interest

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Agenda• Background

• Project Outline

• Key Stakeholders

• RFP Process

• Results and Outcomes

• Lessons Learned

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Learning Objectives• Define how to conduct supplier workshops to determine bid

requirements for a complex service and technology

• Discuss ways to unite a diverse group of stakeholders in selecting system-wide technology products.

• Describe a new standard of technology and service that positively impacts the patient experience while reducing costs.

• Detail system wide implementation plan and governance structure for new technology

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๏ Integrated delivery system in Michigan

๏ 30,000 Employees

๏ Henry Ford Hospital – flagship academic medical center

๏ 5 Acute care hospitals

๏ 3 Behavioral health inpatient facilities

๏ 1,300 Member medical group

๏ Train more than 1,800 future physicians annually

๏ 40 percent of all physicians practicing in Michigan formally trained at Henry

Ford

๏ $70 Million in annual research funding

๏ 250 Care delivery locations

๏ Henry Ford Physician Network - ACO

๏ HAP – Insurance product with more than 700,000 members

๏ Recipient of the Malcolm Baldrige Award

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• System’s contracts were expiring around the same time causing Nursing Leadership to review the system landscape

• 5 hospitals using two different entertainment suppliers

• Different cost and revenue models

– Leased equipment

– Charging patients for television

– Owned equipment

• Multiple television makes, models, styles, etc..

– 1,600+ televisions needing to be replaced

• Plasma, LDC, tube, swing arm mounted, etc…

– Multiple television models

• Phillips, Samsung, PDI, LG, etc…

• Inconsistent patient entertainment experience

• Outdated and inconsistent content

– Non-HD television, patient education videos, patient surveys, etc…

• Aged infrastructure

Background

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• Request for Proposal (RFP) to select a sole source for a total patient engagement system

• Conduct pre-bid supplier workshop to create requirements

• Standardization

– Suppliers

– Televisions/monitors/pillow speakers

– Content (entertainment and education)

• Cost Reduction

– Reduce operational and capital costs

• Improved Patient Experience

Project Outline

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• Chief Operation Officers Council

• Nursing Operations

• Nursing Education

• Patient Experience

• Information Technology

• Facilities and Engineering

• Supply Chain Management

Key Stakeholders

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• Geographically dispersed stakeholder group

• Large stakeholder group spanning multiple departments

• Multi-supplier environment

• Over 1,600 televisions in environment

• Understanding new and complex technology

• Infrastructure improvements needed

• Improve patient experience

• Reducing costs

• Overall inconsistency

Project Challenges

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• RFP requirement development

– Supplier and stakeholder workshop

– Premier SCA and Purchased Services

• Supplier list

– 11 invited to participate

– Premier

– Health Facilities Management

• RFP Release

– 5 week turnaround time

– Cost template utilized for like to like comparisons

– Score carding to determine finalists

– Supplier presentations

– Consensus supplier selection

RFP Process

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• Pre-Bid supplier workshop

– 2 incumbent suppliers and 1 emerging supplier

– 28 HFHS stakeholders

• Understand the current marketplace

• Touch, feel, and experience new technology in the industry

• Develop 3-5 requirements per participant

• Unite all of HFHS in transforming healthcare

Supplier Workshop

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• Solutions have advanced to interactive and fully integrated in room patient engagement systems

– Multiple delivery platforms

• LCD or LED televisions

• Tablets/Mobile devices

• Patient owned devices (BYOD)

– Integration with EMR

– Digital Whiteboards

– Digital discharge documentation

– Digital surveys

– Internet protocol television

– Meal ordering

Supplier Workshop-Results

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• Each stakeholder provided at least 3 requirements as a result of the supplier workshop

• All hospitals/departments, Clinical and Non-Clinical, reviewed and approved the RFP for release in December 2015

• 11 suppliers were solicited

• HFHS was wholly committed to changing the channel

RFP Draft and Release

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• 8 supplier proposals were submitted

• The stakeholder committee reviewed and scored each proposal

• 4 were invited back to present

Proposal Evaluation and Finalists Selection

Overall Summary Vendor A Vendor B Vendor C Vendor D Vendor E Vendor F Vendor G Vendor H

Overall Average Score 0.79 0.81 1.74 1.41 1.33 2.01 2.08 2.1

Overall Weighted Score 0.94 0.87 1.85 1.48 1.45 2.14 2.22 2.22

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• 4 providers invited to present their solution

• Audience was the same as the supplier workshops

• Providers presented their customized solution for HFHS

– Hardware (TV’s, tablets, mobile devices)

– Content (entertainment, education, tutorials, surveys, Etc…)

– Customer Support

– Implementation plan

Supplier Presentations

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Supplier Selection• Stakeholders completed a scorecard evaluating the presentations

• The top 2 suppliers invited back to perform deep dive walk-throughs at each of the sites

– Assess current infrastructure, technology, cabling, TV replacements, Etc…

– Provide assessment report with best and final pricing proposal

Interactive Patient Care RFP Presentation Scorecard Vendor A Sonifi Vendor C Vendor D

Did the vendor describe their hardware options and solutions recommended for HFHS? 2.6 3.2 2.6 3.0

Did the vendor describe the way in which and advantages of HFHS acquiring hardware? 2.4 3.2 2.6 3.0

Score your overall impression of the vendor's content regarding patient entertainment. 2.6 3.3 2.0 2.0

Score your overall impression of the vendor's content regarding patient education. 2.4 3.1 1.8 2.0

Score your overall impression of the vendor's content regarding patient engagement. 2.4 3.3 2.4 3.0

Score your overall impression of the vendor's content regarding patient tutorials. 2.0 3.1 1.8 2.0

Score your satisfaction with the vendor's presentation of infrastructure requirements and costs. 2.3 2.6 2.3 3.0

Did the vendor adequately present the technology required to support their presented solution? 2.6 3.1 2.4 3.0

How well did the vendor present an overall implementation plan? 2.6 3.1 2.4 3.0

Did the vendor describe the training and education required/provided as part of the implementation? 2.4 3.1 2.4 3.0

TOTAL 24.3 30.8 22.9 27.3

Vendor A Vendor B Vendor C Vendor D

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• Chief Operations Council was presented results of:

– Stakeholder Scoring

– Best and Final Pricing

– Walk-through results

Final Selection

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Selected Vendor• Tool for patients and caregivers to interact and facilitate an enhanced

patient/staff experience.

– Clinicians easily assigns education in Epic so their workflows are not disrupted.

• Patient requests and feedback

– Sent directly to the appropriate department or resource; eliminates burden on nurses performing non-nursing activities.

• Navigate

– Available via tablet, pillow speaker or personal device

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• Entertainment Packages

• Education Modules

• White Board Functionality

• Care Team Information

• Integrates with dietary/meal ordering, pharmacy and retail

Henry Ford TV

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• Sets Expectations

• Expand and streamline communication with staff

• Keep patients, families and their care providers informed

• Empowers patients to actively engage in their care

Henry Ford TV

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Henry Ford TV

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• Standardized to a sole source supplier

• Standardized to 1 of 3 make/models of televisions

– LG and Samsung

• Standardized entertainment content and engagement modules

• Cost Reduction

– Operational: $646,000

– Capital: $98,000

• Improved Patient Experience

Results and Outcomes

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• Future State

• Emergency Departments and Medical Group Physician Offices

• Henry Ford Allegiance Health

• Integration with Epic for patient education, My Care Team and My Schedule

• Patient Experience Data

Results and Outcomes Cont…

Henry Ford Health System Patient Satisfaction Data from year prior go live until go live by discharge date

Go Live Site Global Measures Percentile Change

Nov-16 Henry Ford West Bloomfield Rate hospital 0-10 3

Recommend the hospital 4

Mar-17 Henry Ford WyandotteRate hospital 0-10 16

Recommend the hospital 16

May - Nov 2017

Henry Ford HosptialRate hospital 0-10 3

Recommend the hospital 4

Feb-18 Henry Ford Macomb Rate hospital 0-10 1

Recommend the hospital -3

TBD Henry Ford Allegiance

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• Engage as early as possible

• Do supplier workshops

• Do site walkthroughs

• Self assess current state

– Infrastructure, technology, etc…

• Location, Location, Location

– Know where you provide services

Lessons Learned-The Good…

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• Engage your patient community

– HFHS engaged its’ Patient and Family Advisory Council

• Partner with your suppliers

– User their expertise!

• Learn everything

Lessons Learned Continued

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• Challenges

– Large stakeholder group spanning multiple departments

– Multi-supplier environment

– Reducing costs

– Over 1,600 televisions in environment

– Understanding new and complex technology

– Overall inconsistency

Executive Summary

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• Steps/process created

– Supplier workshops

– Improved interactive patient experience

• Key players involved

– COO Council

– Nursing

– Patient Experience

– IT

– Facilities and Engineering

– SCM

Executive Summary

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• Outcomes achieved

– Standardization of suppliers

– Standardized entertainment content and engagement modules

– Cost Reduction

• Operational: $646,000

• Capital: $98,000

– Improved patient experience

• Success factors/pre-requisites

– Engaged and invested executive leadership

– End user group open to change and proactive thinking

Executive Summary Continued

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Questions

• Contact Information: vmona1@hfhs.org

• Please complete your online session evaluation