Welcome to the Women’s Health Service Line Strategies Webinar. This presentation will begin soon. HOSTED BY PRESENTED BY

Women’s Health Service Line Strategies PRESENTERS AMANDA CECCONI Women’s Health Service Line Executive, Saint Thomas Health Services SAMANTHA KIRBY Director of the Centers for Breast Health, Saint Thomas Health Services ARTHUR LANE Vice President of Marketing and Chief Strategy Officer, NotifyMD HOST

Part 1 Obstetrics – Inpatient Program

STHS is in the top 5% nationally for providing obstetric services with over 10,000 deliveries per year between two hospitals.

Value-Added Services Enhance Patient Experience

Gap in Touchpoints

Women make 80% of the healthcare decisions in their families.

Key Themes for Service Line Patient Experience Patient Relationship Management Loyal/Sticky Patients (repeat users)

Patient Experience

Patient Relationship Management

Loyal/Sticky Patients (repeat users)

Challenge No follow-up post-birth.

No follow-up post-birth.

Challenge No personal contact information captured. No feedback about services.

No personal contact information captured.

No feedback about services.

Challenge A $70,000 lactation nurse doing follow-up.

A $70,000 lactation nurse doing follow-up.

Goal: To call new moms discharged by the hospital

To call new moms discharged by the hospital

New Mom Process STHS data uploaded to NotifyMD 10 days after discharge, NotifyMD Care Coordinator calls new mom New mom answers survey questions, opts-in for continued contact Data sent to STHS on unified database

New Mom Call Introduction

Introduction

New Mom Call Introduction

Introduction

New Mom Call Referral to other services

Referral to other services

New Mom Call Referral to other services

Referral to other services

New Mom Call Survey for feedback

Survey for feedback

New Mom Call Survey for feedback

Survey for feedback

New Mom Call Capture information and opt-in for e-mail list

Capture information and opt-in for e-mail list

New Mom Call Capture information and opt-in for e-mail list

Capture information and opt-in for e-mail list

Results Track and support services. Demonstrate feedback to leadership groups. Refer new moms who have problems to other hospital services. Up sell underutilized services to discharged patients.

Track and support services.

Demonstrate feedback to leadership groups.

Refer new moms who have problems to other hospital services.

Up sell underutilized services to discharged patients.

Results A $70,000 resource replaced with a $36,000 resource.

A $70,000 resource replaced with a $36,000 resource.

Part 2 Breast Health – Outpatient Program (Ambulatory)

STHS screens more than 48,000 women annually.

Key Themes for Service Line Experience Satisfaction Proactive Outreach

Experience

Satisfaction

Proactive Outreach

Challenge Three breast centers with no load balancing.

Three breast centers with no load balancing.

Challenge Basic screenings were slowing diagnostic availability and turn around time.

Basic screenings were slowing diagnostic availability and turn around time.

Challenge: 12% no-show rate

Goals Increase operational efficiencies by reducing no-show rate and motivating repeat customers. Capture and track e-mail addresses and other needed data. Load balance across the centers. Create a referral program to other service lines in the hospitals.

Increase operational efficiencies by reducing no-show rate and motivating repeat customers.

Capture and track e-mail addresses and other needed data.

Load balance across the centers.

Create a referral program to other service lines in the hospitals.

Solutions 48-Hour Reminder Calls Annual Screening Reminder Calls

48-Hour Reminder Calls

Annual Screening Reminder Calls

Process for Overdue Mammogram Appointments NotifyMD Care Coordinator Patient Hospital Scheduler

Annual Screening Call

Annual Screening Call

48-Hour Reminder Call Results No-show rate cut in half. Clinical focus on high-touch patients.

No-show rate cut in half.

Clinical focus on high-touch patients.

Annual Reminder Call Results: 500% ROI Over 2,000 patients scheduled

Over 2,000 patients scheduled

Questions and Answers PRESENTERS AMANDA CECCONI Women’s Health Service Line Executive, Saint Thomas Health Services SAMANTHA KIRBY Director of the Centers for Breast Health, Saint Thomas Health Services ARTHUR LANE Vice President of Marketing and Chief Strategy Officer, NotifyMD HOST

Thank You! Contact: Arthur Lane, Vice President of Marketing and Chief Strategy Officer, NotifyMD Email: [email_address] Url: www.notifymd.com Toll Free Phone: 866-438-1797 To setup a phone meeting use the following link: http://my.timedriver.com/9SSYK