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Rich Quatrocchi, Vice President Marketing and Business Development, Mutare Software
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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