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Intelligent Communications For HealthcareMaking the Most of the Economic Stimulus Package
Mark Wechsler
Healthcare Program Director, North America
© 2009 Avaya Inc. All rights reserved.
Agenda- Reform- Intelligent Communication- Examples
Healthcare Reform - The Macro View
Objective: to reform the current way healthcare is delivered and paid for– Assuring affordable healthcare– Portable healthcare– Plentiful healthcare
Targeting improvements in the safety and quality of care Adopting proactive approach
– Wellness programs– Prevention programs
10 year, $643B plan of cost reduction and expanded services– Federal budget is driving efficiency and accountability
• Establishing Medicare Advantage competitive bidding, driving $176B of savings– $316B Medicare / Medicaid savings
• To be used as a health reserve fund– $17.2B savings realization by forcing packaged / bundled payment systems
for Providers– Elimination of financial conflicts (e.g., physician-owned specialty hospitals)Savings via cutbacks while spending $150B from ARRA
Healthcare ReformChallenges across the business & clinical landscape
Standardization– UPI
– Vocabulary
– Common, manageable descriptive for medication, allergy, and patient problem
Information access and exchange– EHR / EMR / PHR for all
Innovation– Services
– Availability
– Coverage
The Need to Balance Reform Imperatives Against Business/Clinical Requirements
(1) 2008 HIMSS Leadership Survey
Treating The Patient
vs. Working With The
Customer
Fiscal vs.
Medical Service
Community’s Needs vs.
Business Capability
Accuracy vs.
Price vs.
Need
Communication ServicesA common, yet overlooked denominator in the healthcare reform equation
UntetheredAccess
Enables information access and reduces
Cost of Care
Information Sharing
Accelerates decisions and improves the
Quality of Care
Device Independent Information Access
Improves staff productivity while reducing Cost of
Care
Latency Reductions
Speeds clinical processes improving
cost, quality, and patient satisfaction
UntetheredAccess
Enables information access and reduces
Cost of Care
Information Sharing
Accelerates decisions and improves the
Quality of Care
Device Independent Information Access
Improves staff productivity while reducing Cost of
Care
Latency Reductions
Speeds clinical processes improving
cost, quality, and patient satisfaction
Successful Reform Requires Intelligent CommunicationsEmbedding communication applications into fabric of the Healthcare Enterprise
Ubiquitous information access improving the quality of care and patient access
Enabling innovation, cost reduction, and efficiency
Extending provider’s abilityto serve the community through telehealth and remote services Communications
Enabled Business Processes Unified
Communications
ContactCenters
IPTelephony
Intelligent Communications forms the backbone for information access and exchange
Common information transport facility enabling
– True device independence
– Real time voice/data media conversion
– Wireless & Wireline independent of transmission protocol
Servicing business, clinical, and individual’s needs
– Streamlined records access
– Self-service for patients and staff
– Extending healthcare delivery beyond the physical walls of the enterprise
Real time information acquisition, delivery, and exchange
Intelligent Communications A Key Healthcare Reform Enabler
Telehealth Clinical Communications Brokerage Patient / Consumer Health Management Patient / Consumer Proactive Notification Staff / Patient / Consumer Self- Service Healthcare Environmental Services Healthcare Professional Employee Support Provider / Payer Business Administration Services
Improving Quality of Care, Patient Satisfaction and Reducing Cost
Nurse/Physician CommunicationsCommunications Enabled Productivity for Clinical Staff
Traditional Approach
Impedes staff and physician productivity
Catalyst for patient dissatisfaction
Negative impact on cost of care, quality, and cost
Nursing
Physicians
Nurse/Physician CommunicationsCommunications Enabled Productivity for Clinical Staff
Traditional Approach
Impedes staff and physician productivity
Catalyst for patient dissatisfaction
Negative impact on cost of care, quality, and cost
Nursing
PhysiciansUnified CommContact Center
CEHC
Proactive and automatic
Improves clinical productivity and reduces cost
Improves provider/patient communication – improving satisfaction
Positive impact on care and quality
Intelligent CommunicationHealthcare Solution
Nursing
Physicians
EMReRx
A World-Renowned Healthcare Provider
Resulting ValueResulting Value Priority Paging facilitates real-time, live discussion for users on or off campus. By ringing the
“Originator” when the Paged (target) user responds, clinicians and staff are freed to continue their activities.
Roll-over assures coverage in cases when the target user(s) do not respond – with a “barge in” feature to allow parties to enter the call even if it has been taken by coverage
Improved staff utilization. Mobility features and functionality have made access to staff and clinicians transparent.
ChallengeChallenge Servicing thousands of physicians and administrators, this Healthcare Provider requires failsafe
communications.
Communication services must be able to quickly connect personnel on an as-needed basis for medical consults, support, and conferences involving 2 or more people
The ability to rapidly communicate with individuals regardless of their location in or out of the hospital is critically important to patient well-being, cost control, and staff efficiency.
Disease Management Reporting
– Chronic Pain Management
– CHF
– Diabetes
– HIV
Wellness Management
– Medication Monitoring
– Weight Loss
Health Assessment / Support
– Drug Interaction and Q&A
– Lifestyle Management
Chronic Care & Therapy Management Proactive Services
Chronic Care & Therapy Management Patient Experience
Participants receive weekly automated phone calls in their chosen language
1Proactive Outreach will verify and authenticate the participant
2Participants respond to personalized surveys using their touch tone phone.
3
Those who respond within specific ranges are given positive support and the call ends.
4 Those who respond outside specific ranges are given automated counseling and the calls ends.
5 Some responses may indicate urgent attention and are transferred for live assistance.
6
Communication Enabled Healthcare ServicesProvider/Patient Inbound & Outbound Services
Traditional Approach
Delays “need to know” communication
Impedes staff productivity and delay of services
Catalyst for “patient/customer” dissatisfaction
Nursing Staff
Care StaffPatient AdvocateFamily or Friends
Communication Enabled Healthcare ServicesProvider/Patient Inbound & Outbound Services
Proactive and automatic
Assures timely communication of resident well-being and health
Improves provider/patient communication – improving satisfaction
Accelerates “need to know” notification
Intelligent CommunicationHealthcare Solution
Unified CommContact Center
CEHC
Nursing Staff
Patient AdvocateFamily or Friends
Communication Enabled Healthcare ServicesProvider/Patient Inbound & Outbound Services
Proactive and automatic
Assures timely communication of resident well-being and health
Improves provider/patient communication – improving satisfaction
Accelerates “need to know” notification
Intelligent CommunicationHealthcare Solution
Unified CommContact Center
CEHC
Nursing Staff
Patient AdvocateFamily or Friends
Intelligent Communication ServicesContributing to healthcare reform in a wide range of areas
Patient Health– Wellness Management– Chronic Care Management
Proactive Notification– Appt Reminder / Confirmation– Family Finder / Communicator– Meds & Immunization– Pre-op Instruction Notification
Self- Service– In House Visitor Information– Education Scheduling– Information Hotline– Concierge
Healthcare Environmental Services– Security Touring– Building Alarms and Notifications– Security Messaging
Professional Employee Support– Performance Notification (JCAHO)– Benefits & Enrollment– On/Off Boarding
Clinical & Business Administration– Voice Communicator– Lab Test Reporting– Patient & Exam Room Notify– Order Management– Patient Monitoring– Case Referral & Handoff– Medical Transport
Clinical Communication Broker– Real Time Resource Locator– Nurse/Physician Communicator– Cat Lab Emergency Manager– ED Resource Manager– Consult Manager
Telehealth– Video Contact Center– Virtual Doctor– Patient Follow-up– Telehome medical services
