MassTLC seminar Rick Siegrist, CIO Press Ganey

How Technology is Enabling DynamicCommunity Care Teams and Care Insights– Framework and ExamplesRick SiegristChief Innovation OfficerFaculty MemberHarvard School of Public Health

Panelists§  Benjamin Bielak, Dovetail Health (CIO)§  Kathy Duckett, Partners Healthcare at Home (Director)§  Marie Maloney, Senior Whole Health (CIO)§  Betsy Weaver, UbiCare/TPR Media (CEO)§  Ken Accardi, iGetBetter (CTO) 2

Integrated Patient Care - Definition What it is not: § Organizational legal integration § Coordination of services What it is: § Coordinated care + § Patient-centered careSource: Research conducted by Sara Singer!Assistant Professor, Harvard School of Public Health! 3

Conceptual Framework – Integrated Patient Care §  Coordinated within the care team §  Coordinated across care teams §  Coordinated between care teams and community resources §  Continuity – familiarity with patient over time §  Continuity – proactive and responsive action between visits §  Patient centeredness §  Shared responsibility Source: Research conducted by Sara Singer! Assistant Professor, Harvard School of Public Health! 4

The New Science of Sentiment Analysis “When dealing with people, remember that you are not dealing with creatures of logic, but creatures of emotion.” Dale Carnegie “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou 5

Source: New York Times! 6

Industries Using Sentiment Analysis Restaurant! Retail! Financial! Hospitality! Airline! Telecom! Image Source: Wikimedia! 7

Uniqueness of Healthcare Sentiment§  Patient satisfaction surveys are largest and most meaningful database of human emotion regarding healthcare§  Much more than just room, food and products - about traumatic experiences, if not life and death§  Stronger and deeper emotions than non-healthcare - what could be more personal?§  More complex human interactions - patients, doctors, nurses, technicians§  More complex interactions with technology§  Degree of sentiment may be more meaningful and actionable indicator than traditional satisfaction ratings 8

Sentiment Analysis as the Solution §  Provides insights by converting large volumes of unstructured data (comments) into structured data for analysis -  Based on “Natural Language Processing” software -  Assigns comments to meaningful categories/themes -  Scores comments based on emotional strength from -5 to +5 -  Benchmarks against national and regional norms -  Tracks sentiment trends over time© 2010 Press Ganey Associates, Inc. 9

Comment Sentiment and HCAHPS Overall 10

Comment Sentiment and HCAHPS LTR 11

Shared Medical Appointments - Characteristics §  90 minute appointment with 8 to 12 people §  Doctor, nurse, behaviorist, documenter §  Follow-up appointments, physicals or initial appointments §  Homogeneous or heterogeneous §  Primary or specialty care §  Privacy addressed §  Pioneers – Harvard Pilgrim, Cleveland Clinic, Kaiser, Dartmouth, VA 12

Shared Medical Appointments - Benefits§  Much more timely access to care§  Greater patient engagement§  Enhanced care§  Higher provider satisfaction§  Improved efficiency 13

MassTLC seminar Rick Siegrist, CIO Press Ganey

by MassTLC on Nov 23, 2011

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MassTLC seminar Rick Siegrist, CIO Press Ganey — Presentation Transcript