Intelligent Communications For Healthcare Making the Most of ...

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  • Improving Quality of Care Patient Satisfaction Demand for Capital & Cost Containment Increasing Need for Healthcare Services (Medicare) Cutbacks Availability of Clinical Staff Decrease in Health Insurance Benefits Healthcare is competitive: HMOs can no longer dictate care providers and facilities to the patient. 50% of consumers spend little or no money on Healthcare (1). Solutions must have tangible benefits including a positive ROI, business value, and strategic impact. Compliance: Regulation and compliance management are center stage. 22% of the industry’s costs are directed at regulation and compliance management (4). Solutions must reduce the risk of a negative audit or interrupted funding by exceeding legislative and regulatory compliance requirements. Consolidation and streamlining: Mergers and acquisitions resulting in fewer hospitals and in-patient facilities, but greater control of market share and ancillary services. In the last 20 year, the number of hospitals has decreased 7%, and the number of beds has fallen 30% (2) Solutions must be scalable to support the increasingly disparate geographic needs of the provider network. Widespread adoption of IP and Internet Technologies: Fulfilling dual roles as both a means for communication and a source of information delivery. Wireless system expenditures by the sector totaled about $1.8 billion in 2005 (3). Estimates indicate $7 billion by 2010 (3) – a 4X growth rate in 5 years. Solutions must transport “information”, not just voice or data. Cost Containment and Shortages: Providers require staff to do more with less. Aging physicians (65 & over) tripled in the last 15 years, but the number of younger physicians did not keep pace (2). The US could be short 85,000 physicians (10%) by 2020. The motivation for people to enter HC is low. Practice costs rising 7%-8% year and income rises 1% - 2% year. Solutions must demonstrate meaningful business impact in terms of efficiency, productivity, and effectiveness. Focus On Patient Safety: Continuous improvement and prevention of medical errors is critical. 66% of all sentinel events are communication related. Solutions must support device independence and wireless access to merge and deliver information. 1) Health Affairs, “The Concentration of Health Care Expenditures Revisited”. 2) American Hospital Association, Chartbook 2006, Organizational Trends. 3) Kalorama Information Services. 4) American Association of Health Plans.
  • Improving Quality of Care Patient Satisfaction Demand for Capital & Cost Containment Increasing Need for Healthcare Services (Medicare) Cutbacks Availability of Clinical Staff Decrease in Health Insurance Benefits Healthcare is competitive: HMOs can no longer dictate care providers and facilities to the patient. 50% of consumers spend little or no money on Healthcare (1). Solutions must have tangible benefits including a positive ROI, business value, and strategic impact. Compliance: Regulation and compliance management are center stage. 22% of the industry’s costs are directed at regulation and compliance management (4). Solutions must reduce the risk of a negative audit or interrupted funding by exceeding legislative and regulatory compliance requirements. Consolidation and streamlining: Mergers and acquisitions resulting in fewer hospitals and in-patient facilities, but greater control of market share and ancillary services. In the last 20 year, the number of hospitals has decreased 7%, and the number of beds has fallen 30% (2) Solutions must be scalable to support the increasingly disparate geographic needs of the provider network. Widespread adoption of IP and Internet Technologies: Fulfilling dual roles as both a means for communication and a source of information delivery. Wireless system expenditures by the sector totaled about $1.8 billion in 2005 (3). Estimates indicate $7 billion by 2010 (3) – a 4X growth rate in 5 years. Solutions must transport “information”, not just voice or data. Cost Containment and Shortages: Providers require staff to do more with less. Aging physicians (65 & over) tripled in the last 15 years, but the number of younger physicians did not keep pace (2). The US could be short 85,000 physicians (10%) by 2020. The motivation for people to enter HC is low. Practice costs rising 7%-8% year and income rises 1% - 2% year. Solutions must demonstrate meaningful business impact in terms of efficiency, productivity, and effectiveness. Focus On Patient Safety: Continuous improvement and prevention of medical errors is critical. 66% of all sentinel events are communication related. Solutions must support device independence and wireless access to merge and deliver information. 1) Health Affairs, “The Concentration of Health Care Expenditures Revisited”. 2) American Hospital Association, Chartbook 2006, Organizational Trends. 3) Kalorama Information Services. 4) American Association of Health Plans.
  • Intelligent Communications For Healthcare Making the Most of ...

    1. 1. Intelligent Communications For Healthcare Making the Most of the Economic Stimulus Package Mark Wechsler Healthcare Program Director, North America
    2. 2. Agenda © 2009 Avaya Inc. All rights reserved. <ul><li>Reform - Intelligent Communication - Examples </li></ul>
    3. 3. Healthcare Reform - The Macro View <ul><li>Objective: to reform the current way healthcare is delivered and paid for </li></ul><ul><ul><li>Assuring affordable healthcare </li></ul></ul><ul><ul><li>Portable healthcare </li></ul></ul><ul><ul><li>Plentiful healthcare </li></ul></ul><ul><li>Targeting improvements in the safety and quality of care </li></ul><ul><li>Adopting proactive approach </li></ul><ul><ul><li>Wellness programs </li></ul></ul><ul><ul><li>Prevention programs </li></ul></ul><ul><li>10 year, $643B plan of cost reduction and expanded services </li></ul><ul><ul><li>Federal budget is driving efficiency and accountability </li></ul></ul><ul><ul><ul><li>Establishing Medicare Advantage competitive bidding, driving $176B of savings </li></ul></ul></ul><ul><ul><li>$316B Medicare / Medicaid savings </li></ul></ul><ul><ul><ul><li>To be used as a health reserve fund </li></ul></ul></ul><ul><ul><li>$17.2B savings realization by forcing packaged / bundled payment systems for Providers </li></ul></ul><ul><ul><li>Elimination of financial conflicts (e.g., physician-owned specialty hospitals) </li></ul></ul>Savings via cutbacks while spending $150B from ARRA
    4. 4. Healthcare Reform Challenges across the business & clinical landscape <ul><li>Standardization </li></ul><ul><ul><li>UPI </li></ul></ul><ul><ul><li>Vocabulary </li></ul></ul><ul><ul><li>Common, manageable descriptive for medication, allergy, and patient problem </li></ul></ul><ul><li>Information access and exchange </li></ul><ul><ul><li>EHR / EMR / PHR for all </li></ul></ul><ul><li>Innovation </li></ul><ul><ul><li>Services </li></ul></ul><ul><ul><li>Availability </li></ul></ul><ul><ul><li>Coverage </li></ul></ul>
    5. 5. The Need to Balance Reform Imperatives Against Business/Clinical Requirements
    6. 6. Communication Services A common, yet overlooked denominator in the healthcare reform equation
    7. 7. Successful Reform Requires Intelligent Communications Embedding communication applications into fabric of the Healthcare Enterprise <ul><li>Ubiquitous information access improving the quality of care and patient access </li></ul><ul><li>Enabling innovation, cost reduction, and efficiency </li></ul><ul><li>Extending provider’s ability to serve the community through telehealth and remote services </li></ul>
    8. 8. Intelligent Communications forms the backbone for information access and exchange <ul><li>Common information transport facility enabling </li></ul><ul><ul><li>True device independence </li></ul></ul><ul><ul><li>Real time voice/data media conversion </li></ul></ul><ul><ul><li>Wireless & Wireline independent of transmission protocol </li></ul></ul><ul><li>Servicing business, clinical, and individual’s needs </li></ul><ul><ul><li>Streamlined records access </li></ul></ul><ul><ul><li>Self-service for patients and staff </li></ul></ul><ul><ul><li>Extending healthcare delivery beyond the physical walls of the enterprise </li></ul></ul>Real time information acquisition, delivery, and exchange
    9. 9. Intelligent Communications A Key Healthcare Reform Enabler <ul><li>Telehealth </li></ul><ul><li>Clinical Communications Brokerage </li></ul><ul><li>Patient / Consumer Health Management </li></ul><ul><li>Patient / Consumer Proactive Notification </li></ul><ul><li>Staff / Patient / Consumer Self- Service </li></ul><ul><li>Healthcare Environmental Services </li></ul><ul><li>Healthcare Professional Employee Support </li></ul><ul><li>Provider / Payer Business Administration Services </li></ul>Improving Quality of Care, Patient Satisfaction and Reducing Cost
    10. 10. Nurse/Physician Communications Communications Enabled Productivity for Clinical Staff Traditional Approach <ul><li>Impedes staff and physician productivity </li></ul><ul><li>Catalyst for patient dissatisfaction </li></ul><ul><li>Negative impact on cost of care, quality, and cost </li></ul>Nursing Physicians
    11. 11. Nurse/Physician Communications Communications Enabled Productivity for Clinical Staff Traditional Approach <ul><li>Impedes staff and physician productivity </li></ul><ul><li>Catalyst for patient dissatisfaction </li></ul><ul><li>Negative impact on cost of care, quality, and cost </li></ul>Nursing Physicians Unified Comm Contact Center CEHC <ul><li>Proactive and automatic </li></ul><ul><li>Improves clinical productivity and reduces cost </li></ul><ul><li>Improves provider/patient communication – improving satisfaction </li></ul><ul><li>Positive impact on care and quality </li></ul>Intelligent Communication Healthcare Solution Nursing Physicians EMR eR x
    12. 12. A World-Renowned Healthcare Provider <ul><li>Resulting Value </li></ul><ul><li>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. </li></ul><ul><li>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 </li></ul><ul><li>Improved staff utilization. Mobility features and functionality have made access to staff and clinicians transparent. </li></ul><ul><li>Challenge </li></ul><ul><li>Servicing thousands of physicians and administrators, this Healthcare Provider requires failsafe communications. </li></ul><ul><li>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 </li></ul><ul><li>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. </li></ul>
    13. 13. Chronic Care & Therapy Management Proactive Services <ul><li>Disease Management Reporting </li></ul><ul><ul><li>Chronic Pain Management </li></ul></ul><ul><ul><li>CHF </li></ul></ul><ul><ul><li>Diabetes </li></ul></ul><ul><ul><li>HIV </li></ul></ul><ul><li>Wellness Management </li></ul><ul><ul><li>Medication Monitoring </li></ul></ul><ul><ul><li>Weight Loss </li></ul></ul><ul><li>Health Assessment / Support </li></ul><ul><ul><li>Drug Interaction and Q&A </li></ul></ul><ul><ul><li>Lifestyle Management </li></ul></ul>
    14. 14. Chronic Care & Therapy Management Patient Experience Participants receive weekly automated phone calls in their chosen language 1 Proactive Outreach will verify and authenticate the participant 2 Participants 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
    15. 15. Communication Enabled Healthcare Services Provider/Patient Inbound & Outbound Services Traditional Approach <ul><li>Delays “need to know” communication </li></ul><ul><li>Impedes staff productivity and delay of services </li></ul><ul><li>Catalyst for “patient/customer” dissatisfaction </li></ul>
    16. 16. Communication Enabled Healthcare Services Provider/Patient Inbound & Outbound Services <ul><li>Proactive and automatic </li></ul><ul><li>Assures timely communication of resident well-being and health </li></ul><ul><li>Improves provider/patient communication – improving satisfaction </li></ul><ul><li>Accelerates “need to know” notification </li></ul>Intelligent Communication Healthcare Solution Unified Comm Contact Center CEHC Nursing Staff Patient Advocate Family or Friends
    17. 17. Communication Enabled Healthcare Services Provider/Patient Inbound & Outbound Services <ul><li>Proactive and automatic </li></ul><ul><li>Assures timely communication of resident well-being and health </li></ul><ul><li>Improves provider/patient communication – improving satisfaction </li></ul><ul><li>Accelerates “need to know” notification </li></ul>Intelligent Communication Healthcare Solution Unified Comm Contact Center CEHC Nursing Staff Patient Advocate Family or Friends
    18. 18. Intelligent Communication Services Contributing to healthcare reform in a wide range of areas <ul><li>Patient Health </li></ul><ul><ul><li>Wellness Management </li></ul></ul><ul><ul><li>Chronic Care Management </li></ul></ul><ul><li>Proactive Notification </li></ul><ul><ul><li>Appt Reminder / Confirmation </li></ul></ul><ul><ul><li>Family Finder / Communicator </li></ul></ul><ul><ul><li>Meds & Immunization </li></ul></ul><ul><ul><li>Pre-op Instruction Notification </li></ul></ul><ul><li>Self- Service </li></ul><ul><ul><li>In House Visitor Information </li></ul></ul><ul><ul><li>Education Scheduling </li></ul></ul><ul><ul><li>Information Hotline </li></ul></ul><ul><ul><li>Concierge </li></ul></ul><ul><li>Healthcare Environmental Services </li></ul><ul><ul><li>Security Touring </li></ul></ul><ul><ul><li>Building Alarms and Notifications </li></ul></ul><ul><ul><li>Security Messaging </li></ul></ul><ul><li>Professional Employee Support </li></ul><ul><ul><li>Performance Notification (JCAHO) </li></ul></ul><ul><ul><li>Benefits & Enrollment </li></ul></ul><ul><ul><li>On/Off Boarding </li></ul></ul><ul><li>Clinical & Business Administration </li></ul><ul><ul><li>Voice Communicator </li></ul></ul><ul><ul><li>Lab Test Reporting </li></ul></ul><ul><ul><li>Patient & Exam Room Notify </li></ul></ul><ul><ul><li>Order Management </li></ul></ul><ul><ul><li>Patient Monitoring </li></ul></ul><ul><ul><li>Case Referral & Handoff </li></ul></ul><ul><ul><li>Medical Transport </li></ul></ul><ul><li>Clinical Communication Broker </li></ul><ul><ul><li>Real Time Resource Locator </li></ul></ul><ul><ul><li>Nurse/Physician Communicator </li></ul></ul><ul><ul><li>Cat Lab Emergency Manager </li></ul></ul><ul><ul><li>ED Resource Manager </li></ul></ul><ul><ul><li>Consult Manager </li></ul></ul><ul><li>Telehealth </li></ul><ul><ul><li>Video Contact Center </li></ul></ul><ul><ul><li>Virtual Doctor </li></ul></ul><ul><ul><li>Patient Follow-up </li></ul></ul><ul><ul><li>Telehome medical services </li></ul></ul>
    19. 19. thank you Mark Wechsler / Healthcare Program Director, North America [email_address] 732-852-5010

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