Mayo Clinic: Beyond the DestinationMedical CenterSidna Tulledge-Scheitel, MD MPHAssociate Dean e-HealthMayo Clinic        ...
Mayo ClinicOur Values• The needs of the  patient come first• Clinical practice is our  core business; people  are our core...
MayoMayo Clinic                     Health                                SystemOur Characteristics• Integrated, academic ...
Mayo ClinicVision         © 2009 Mayo Foundation for Medical Education and Research. All rights reserved. This slide const...
Strategic PrioritiesLive the Primary Value  1. Provide unique solutions and hope for patients  2. Be both trusted and affo...
eHealth Services Objectives Patientsand Providers• Provide access to health information and Mayo  expertise at a lower cos...
>25 million unique visitors/month                                    ©2012 MFMER | 3222782-7
A Competitive Differentiator   80                  April 2012               Hospitals/Clinic Web Sites   60 % 40   20    0...
A Leader in Health Information    25                 April 2012             Health Information Web Sites    20    15%    1...
Patient Services• Patient Online Services Portal   • Web   • Mobile• Secure messaging• Asynchronous eVisit• Medical record...
©2012 MFMER | 3222782-11
Respondent AgesOnline and Mobile App Users           Age     >19      20-39        40-59        60-79       ≤80     100   ...
Web Online Satisfaction SurveyKey Learnings• Overall satisfaction was high    • 55% of users were highly satisfied and 27%...
©2012 MFMER | 3222782-14
Patient Online Services10,000          Validated accounts        7,000                                             Secure ...
©2012 MFMER | 3222782-16
©2012 MFMER | 3222782-17
eHealth – Releasing Medical  Record Information to Patientsvia Patient Online Services Policy                             ...
Laboratory ResultsLaunched December 2009• All lab results, including sensitive results, will be  released to Patient Onlin...
Clinical Notes and Hospital Dismissal SummariesLaunched March 2012• All clinical notes and hospital dismissal  summaries, ...
Pathology and Radiology Reports• All pathology reports, with the exception of autopsy  reports, and radiology reports will...
©2012 MFMER | 3222782-22
The Health Vault Ecosystem                             ©2012 MFMER | 3222782-23
Mayo Clinic Health Manager• An online, interactive tool that  helps you manage you and  your family‟s health• Allows you t...
Mayo Clinic Health ManagerLessons Learned• Before it‟s time…  • Limited penetration of electronic medical    records by he...
Bringing the Social MediaRevolution to Health Care    Pinterest    Twitter    YouTube    Facebook    Blogs                ...
Facebook: 11/7/07                    ©2012 MFMER | 3222782-27
Reclaiming You Tube: February „08                                    ©2012 MFMER | 3222782-28
Strategy: Use Consumer-Grade Cameras to providein-depth expert content for    micro-communities                           ...
©2012 MFMER | 3222782-30
©2012 MFMER | 3222782-31
Unique Myelofibrosis Patients    400          MCF          MCA    300 % 200    100      0          2008   2009    2010   2...
@MayoClinic on Twitter: 4/29/08                                  ©2012 MFMER | 3222782-33
Sharing Mayo Clinic – January 2009                                     ©2012 MFMER | 3222782-34
Pinterest            ©2012 MFMER | 3222782-35
http://connect.mayoclinic.org/                                 ©2012 MFMER | 3222782-36
Platform Statistics• You Tube >7.5 million views• Twitter 402,000 followers• Facebook 129,000 likes• Pinterest 962 followe...
Integration with Web Site                            ©2012 MFMER | 3222782-38
Mayo Clinic Center for Social Media• Established July 27, 2010• Exists to improve health globally by accelerating  effecti...
Center for Social Media Aims• Strengthen Mayo Clinic‟s leadership position• Build on a century of “Word of Mouth”• Support...
Mayo Clinic Social MediaResources• Social Media Week October 15-19  • 10/15-6 - Social Media Residency  • 10/16 - Pre-Conf...
Social Media Health Network• Membership group associated with Mayo Clinic  Center for Social Media• For organizations want...
A Sample of Network Members• American Hospital Association• Radboud University Nijmegen Medical Center• Jamestown Hospital...
Provider Services• Provider Online Service portal• Asynchronous eConsults• Synchronous eConsults   • Standardized Telemedi...
©2012 MFMER | 3222782-45
Discontinue unnecessary                                             antibiotics and acid                                  ...
Internal eConsultsRochester                                        2012         2011      2010           2009             ...
Virtual Worlds- Mayo Clinic• Second Life- 2009   • Most popular of 120+ virtual worlds   • Inexpensive rent and free accou...
Mayo Clinic Landing Point                            ©2012 MFMER | 3222782-49
Conference Center                    ©2012 MFMER | 3222782-50
Office Space Modeling                        ©2012 MFMER | 3222782-51
Questions – Comments                 Word Map from Patient Online Services, 2012 Survey                                   ...
Questions & Discussion                         ©2012 MFMER | 3222782-53
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eHealth12 - Sidna Tulledge Scheitel - Mayo clinic

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  • Total validated accounts is just under 200,000Secure Messaging is available in-Primary Care- family medicine, pediatrics and internal medicineTransplant careMoving to universal spread for established patients 2013-Medical specialties followed by surgicaleVisits-Lower utilization-fee, structured note fewer Diag.2014 will be implementing eVisits for new patients for selected areas.
  •  Minors can consent to several different areas of care and prohibit their parents from viewing that information. (reproductive med, drug/alcohol, etc.) The age range varies state to state. MC HICS determined to go with the lowest age range and establish an enterprise policy rather than a site by site policy with different age ranges. Our computer systems cannot determine which documents/reports may contain this information.Mayo elected to turn off all documents given we could not filter them.
  • In 2012, only 34% of health care organizations have EMR
  • Reference for Health Care Information is the third most common use of the internet behind, search and e-mail.Health care information is unidirectional but increasingly bi-direction, peer to peer.A conversation.Review Mayo Clinic’s social media activities-TwitterYouTubeFacebookPinterestBlogs
  • Requires daily attention.Mayo Clinic dedicates 30 minutes/day responding to questions.Great listening tool for Mayo.
  • Mayo has approximately 2,300-General Health InformationMarket Communication- demand generation for targeted areasPatient education for established patientsDistribute presentations done at conferences- Transform, Individualized MedicineGeneral News items
  • Allows for public and private conversations.For example, Dr. Jim Levine, Mayo Clinic Endocrinologist, spend an hour tweeting on the topic of obesity.Second example-Utilized during the Annual Innovation Conference at Mayo Clinic called Transform to understand the audiences’ reaction, thoughts during the conference in realtime.
  • Site for patients to share stories in any specific category of care- cancer, cardiovascular etc.Participation guidelines and policy are posted on the site. Mayo does have the ability to censor posts, this is rarely done. When a negative comment surfaces about Mayo, it is usually mitigated by other positive comments
  • Fastest growing Like a scrap book, visual bookmark your favorite topics/sitesPicture driven, origins in fashion designAllows for annotationLeast labor intensive for the Institution
  • Mayo Clinic Discussion Forum32 Categories with highest traffic – neurology, mental illness, orthopedic, cardiovascular and cancerDiscussion amongst the public, for example around Sjogren’s syndrome and with physician participation at times too.
  • Two/yearSpring in New York CityFall in Rochester, MinnesotaFourth annual Social Media Summit, produced in cooperation with Ragan Communications.Social Media Residency- intense 1.5-day immersion in social media strategy and practice
  • Predominately hospital120 Members currentlyDues based on size of the institution- $2,000-10,000.Webinars and free residency attendance.
  • Personalized Patient educationPregnancy support program (RN)Emerging program for traumatic brain injurySupport GroupsMore challenging- billing
  • Greatest Utility for education:Public and Professional presentation > 40Continuing medical education > 140.School of nursing education
  • Collaborative work groups across campusesCollaboration with non-Mayo groupsProfessional association meetingsPrototyping physical spacePrototyping process - wayfinding, access to servicesDisaster preparedness simulation
  • eHealth12 - Sidna Tulledge Scheitel - Mayo clinic

    1. 1. Mayo Clinic: Beyond the DestinationMedical CenterSidna Tulledge-Scheitel, MD MPHAssociate Dean e-HealthMayo Clinic ©2012 MFMER | 3222782-1
    2. 2. Mayo ClinicOur Values• The needs of the patient come first• Clinical practice is our core business; people are our core resource• Robust research and educational programs support our core business ©2012 MFMER | 3222782-2
    3. 3. MayoMayo Clinic Health SystemOur Characteristics• Integrated, academic group practice• Not-for-profit Mayo Clinic in• Salaried physicians Arizona• Consensus decision making Mayo• Physician led Clinic in Florida ©2012 MFMER | 3222782-3
    4. 4. Mayo ClinicVision © 2009 Mayo Foundation for Medical Education and Research. All rights reserved. This slide constitutes Mayo Clinic confidential information and may not be copied or distributed without permission from Mayo Clinic. ©2012 MFMER | 3222782-4
    5. 5. Strategic PrioritiesLive the Primary Value 1. Provide unique solutions and hope for patients 2. Be both trusted and affordableExpand our Core Business 3. Generate, integrate and manage knowledge and information 4. Transform the healthcare delivery process • Increase our offerings for health and healthy living • Increase our national and global activity ©2012 MFMER | 3222782-5
    6. 6. eHealth Services Objectives Patientsand Providers• Provide access to health information and Mayo expertise at a lower cost and higher service level• Provide asynchronous and synchronous communication solutions• Help Mayo Clinic compete in market• Reduce costs and gain efficiencies ©2012 MFMER | 3222782-6
    7. 7. >25 million unique visitors/month ©2012 MFMER | 3222782-7
    8. 8. A Competitive Differentiator 80 April 2012 Hospitals/Clinic Web Sites 60 % 40 20 0 ©2012 MFMER | 3222782-8
    9. 9. A Leader in Health Information 25 April 2012 Health Information Web Sites 20 15% 10 5 0 ©2012 MFMER | 3222782-9
    10. 10. Patient Services• Patient Online Services Portal • Web • Mobile• Secure messaging• Asynchronous eVisit• Medical record viewing• Administrative transactions • Pay bill, registration • Form completion ©2012 MFMER | 3222782-10
    11. 11. ©2012 MFMER | 3222782-11
    12. 12. Respondent AgesOnline and Mobile App Users Age >19 20-39 40-59 60-79 ≤80 100 80 48% 55% 48% 60 % 40 25% 33% 20 31% 0 GE repondents Cerner respondents Mobile user (n=301) (n=644) respondents (n=64) Patient Online Services User Satisfaction Survey, August 2012 ©2012 MFMER | 3222782-12
    13. 13. Web Online Satisfaction SurveyKey Learnings• Overall satisfaction was high • 55% of users were highly satisfied and 27% were somewhat satisfied• Secure messaging is important to patients • Ability to communicate with providers associates with a high degree of overall satisfaction• Patients value lab results and clinical notes online • We see this in many measures, both in the survey, survey comments and number of page views• Usability correlates with overall satisfaction • Some had trouble navigating the site and this associated with overall dissatisfaction• Users are highly educated older adults (older than might be assumed) • This has implications for usability and for the feature set, as well as adoption by other demos GE and Cerner Web Portals, August 2012 ©2012 MFMER | 3222782-13
    14. 14. ©2012 MFMER | 3222782-14
    15. 15. Patient Online Services10,000 Validated accounts 7,000 Secure messaging 9,000 6,000 8,000 7,000 5,000 6,000 4,000 5,000 4,000 3,000 3,000 2,000 2,000 1,000 1,000 0 0 2012 140 eVisits 120 2011 100 2010 80 2009 60 40 20 0 ©2012 MFMER | 3222782-15
    16. 16. ©2012 MFMER | 3222782-16
    17. 17. ©2012 MFMER | 3222782-17
    18. 18. eHealth – Releasing Medical Record Information to Patientsvia Patient Online Services Policy ©2012 MFMER | 3222782-18
    19. 19. Laboratory ResultsLaunched December 2009• All lab results, including sensitive results, will be released to Patient Online Services immediately upon availability of the result in the electronic medical record • All proxies, with the exception of the minor proxies for the 12-17 year age group, will have access to view lab results• Over 150,000 views per month (Rochester only) ©2012 MFMER | 3222782-19
    20. 20. Clinical Notes and Hospital Dismissal SummariesLaunched March 2012• All clinical notes and hospital dismissal summaries, except those notes flagged as “confidential” or certain mental health records such psychology/psychiatry notes, will be released to Patient Online Services • Clinical notes that are “final” as well as “transcribed” documents will be viewable immediately in Patient Online Services with a disclaimer that states the documents are not in a final state and are subject to change • All proxies, with the exception of the minor proxies for patients in the 12-17 year age group, will have access to the patient‟s clinical notes• Over 50,000 views per month (Rochester only) ©2012 MFMER | 3222782-20
    21. 21. Pathology and Radiology Reports• All pathology reports, with the exception of autopsy reports, and radiology reports will be released to Patient Online Services 72 hours after they have been authenticated by the pathologist or radiologist • All proxies, with the exception of the minor proxies for the 12-17 year age group, will have access to view these reports• A disclaimer for all pathology and radiology reports will be posted noting that the reports may contain sensitive complex medical information, and it is strongly recommended that further explanations are obtained from the patient‟s provider ©2012 MFMER | 3222782-21
    22. 22. ©2012 MFMER | 3222782-22
    23. 23. The Health Vault Ecosystem ©2012 MFMER | 3222782-23
    24. 24. Mayo Clinic Health Manager• An online, interactive tool that helps you manage you and your family‟s health• Allows you to organize and store health information for your entire family in a single location• Interprets your personal health information and delivers individualized health guidance from Mayo Clinic• Offers tools and trackers that help you become a more informed patient• Built on Microsoft‟s Health Vault platform, allowing portability, reusability, and sharing of health information ©2012 MFMER | 3222782-24
    25. 25. Mayo Clinic Health ManagerLessons Learned• Before it‟s time… • Limited penetration of electronic medical records by health care institutions • Continuity of care document (CCD) starting to be utilized • Lack of data standards• Privacy and security concerns• Lack of sustainable business model ©2012 MFMER | 3222782-25
    26. 26. Bringing the Social MediaRevolution to Health Care Pinterest Twitter YouTube Facebook Blogs ©2012 MFMER | 3222782-26
    27. 27. Facebook: 11/7/07 ©2012 MFMER | 3222782-27
    28. 28. Reclaiming You Tube: February „08 ©2012 MFMER | 3222782-28
    29. 29. Strategy: Use Consumer-Grade Cameras to providein-depth expert content for micro-communities ©2012 MFMER | 3222782-29
    30. 30. ©2012 MFMER | 3222782-30
    31. 31. ©2012 MFMER | 3222782-31
    32. 32. Unique Myelofibrosis Patients 400 MCF MCA 300 % 200 100 0 2008 2009 2010 2011 ©2012 MFMER | 3222782-32
    33. 33. @MayoClinic on Twitter: 4/29/08 ©2012 MFMER | 3222782-33
    34. 34. Sharing Mayo Clinic – January 2009 ©2012 MFMER | 3222782-34
    35. 35. Pinterest ©2012 MFMER | 3222782-35
    36. 36. http://connect.mayoclinic.org/ ©2012 MFMER | 3222782-36
    37. 37. Platform Statistics• You Tube >7.5 million views• Twitter 402,000 followers• Facebook 129,000 likes• Pinterest 962 followers• Connect.mayoclinic.org 24,600 members Updated September 2012 ©2012 MFMER | 3222782-37
    38. 38. Integration with Web Site ©2012 MFMER | 3222782-38
    39. 39. Mayo Clinic Center for Social Media• Established July 27, 2010• Exists to improve health globally by accelerating effective application of social media tools throughout Mayo Clinic and spurring broader and deeper engagement in social media by hospitals, medical professionals and patients• Our Mission: Lead the social media revolution in health care, contributing to health and well being for people everywhere ©2012 MFMER | 3222782-39
    40. 40. Center for Social Media Aims• Strengthen Mayo Clinic‟s leadership position• Build on a century of “Word of Mouth”• Support Mayo Clinic‟s strategic plan, especially the “There” and “Everywhere” components• Meet internal demand for training, guidance• Help integrate social media strategies into core operational functions as in Public Affairs ©2012 MFMER | 3222782-40
    41. 41. Mayo Clinic Social MediaResources• Social Media Week October 15-19 • 10/15-6 - Social Media Residency • 10/16 - Pre-Conference Workshops • 10/17-18 - Social Media Summit • 10/18-19 - Network Member Meeting• Social Media Health Network ©2012 MFMER | 3222782-41
    42. 42. Social Media Health Network• Membership group associated with Mayo Clinic Center for Social Media• For organizations wanting to use social media to promote health, fight disease and improve health care• Dues based on organization revenues• Industry members eligible to join, but not accepting industry grant funding• >125 member organizations ©2012 MFMER | 3222782-42
    43. 43. A Sample of Network Members• American Hospital Association• Radboud University Nijmegen Medical Center• Jamestown Hospital• National Cancer Institute• Vanderbilt University Medical Center• Encephalitis Global• See full list at http://socialmedia.mayoclinic.org/network/ ©2012 MFMER | 3222782-43
    44. 44. Provider Services• Provider Online Service portal• Asynchronous eConsults• Synchronous eConsults • Standardized Telemedicine Infrastructure • Mayo Clinic Telestroke Program • eICU • Mayo Post Acute Care Program ©2012 MFMER | 3222782-44
    45. 45. ©2012 MFMER | 3222782-45
    46. 46. Discontinue unnecessary antibiotics and acid suppression medications (eg, PPIs, H2 blockers), and avoid antiperistaltic agentsClostridium difficile Order additional testsTreatment and Follow-up Classify infection and initiate• How is an initial episode or 1st antibiotic therapy recurrence classified, and what is the recommended antibiotic Initial episode/1st recurrence therapy? 2nd (or subsequent) recurrence• How is a 2nd or subsequent recurrence classified, and what is the recommended antibiotic therapy? Consider additional consults/ referrals as indicated• When should additional consults/referrals be considered?• What are the follow-up Follow-up with recommendations? primary provider ©2012 MFMER | 3222782-46
    47. 47. Internal eConsultsRochester 2012 2011 2010 2009 500 450 400 350 Consultants (no.) 300 250 200 150 100 50 0 Jan Feb Mar April May June July Aug Sept Oct Nov Dec ©2012 MFMER | 3222782-47
    48. 48. Virtual Worlds- Mayo Clinic• Second Life- 2009 • Most popular of 120+ virtual worlds • Inexpensive rent and free accounts • Multi-language support • Commerce model• Education• Administrative• Practice ©2012 MFMER | 3222782-48
    49. 49. Mayo Clinic Landing Point ©2012 MFMER | 3222782-49
    50. 50. Conference Center ©2012 MFMER | 3222782-50
    51. 51. Office Space Modeling ©2012 MFMER | 3222782-51
    52. 52. Questions – Comments Word Map from Patient Online Services, 2012 Survey ©2012 MFMER | 3222782-52
    53. 53. Questions & Discussion ©2012 MFMER | 3222782-53
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