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Healthcare as an industry in transition


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The purpose of this presentation is to discuss Healthcare including industry trends, insights and themes from the field, the model for success and case studies.

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Healthcare as an industry in transition

  1. 1. Healthcare…Connecting in the Age of Social Media Ash Shehata, Senior Executive Director Healthcare Business Transformation, The Americas© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
  2. 2. OverviewIndustry TrendsModels for SuccessCase Studies
  3. 3. Cisco’s Commitment to Healthcare Continues to be Strong ―Our goal is for Cisco to lead the transformation in the healthcare industrys complex transition.‖ John Chambers, Cisco CEO, October, 2011
  4. 4. Healthcare Virtual Team…includes highly-credentialed staff members who provide thought leadership and industry guidance. Solutions Sales Partners Team Business Consulting Units RNs Marketing MDs Channels Team
  5. 5. Healthcare as Industry in Transition Regulatory Quality and Care Rising Care Costs Compliance Delivery• Staffing shortages • Mandates for quality & safety • Patient expect higher quality• Healthcare payment reform • Secure access & patient privacy • Aging population & care delivery• Ecosystem interoperability • Healthcare reform at home• Medicare reimbursement • Capture HIT stimulus • Growing patient consumerism
  6. 6. Intranet Evolution and Maturity Phases Integration of content, apps, collaboration support Source: December 16, 2009, ―State Of Play: The Information Workplace‖ Forrester report
  7. 7. Knowledge Capture and Collaboration are the Big Drivers of Social Technology Investments Base: 603 North American and European enterprise and SMB IT decision-makers who are deploying at least one Web 2.0 tool Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009
  8. 8. Complications that Impact Your Organization Influenced by the Your Employees consumer world, your Have Changed employees have changed the way they work Customers expect timely, Your Customers personalized responses, Have Changed interactions with communities, and the ability to self-serve Global economics have Your Business caused your workforce Is Distributed to become more distributed and outsourced Source: Cisco IBSG, 2009© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
  9. 9. Yesterday’s solutions aren’t enough. Customers want to be taken care of... at any time, in any location, and on any device.© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  10. 10. Our users …are diverse
  11. 11. Mobility Changes Everything! Big• By 2015 there will be 7.4 billion 802.11n devices in the market.*•1.2 billion smartphones will enter the market over the next fiveyears, about 40% of all handset shipments.*• Smartphone adoption growing 50%+ annually.**• Currently 16% of mobile data is diverted to Wi-Fi, by 2015 this willnumber will increase to 48%.*• By 2012, more than 50% of mobile devices will ship without wiredports.*** Source: *ABI Research, **IDC, *** Morgan Stanley Market TIME Trends 2010
  12. 12. Borderless World User Expectations Tailored Unique Experience & Performance Profiles, and Enforcement for each User, Device, Location & Application Secure Connected: Wired, Wireless Protected from Internet & Apps Apps Delivered- Always Rich Media (Voice, Video) Experience, HA, Seamless Mobility VDI- Any scale, Any time Location Enhanced Device Confidence & Choice 1000’s of devices certified to interop
  13. 13. Cisco Connected Health Shaping a World of Health Without BoundariesEND USERS Physicians Nurses Technicians Patients / Family First RespondersENDPOINTS Cisco IP Phone Wireless IP Phones IP Video Phone Cell Phones / PDAs CIUSINFRASTRUCTURE/CALL CONTROL Call Routing Switching Wireless Manager QoS Security ManagementAPPLICATIONS Imaging EMR/EHR Nurse Call Pharmacy Rx Systems Bio-Medical Lab Systems © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
  14. 14. Social Networks in HealthcareBusiness-class social networksOrganizing without organizationCrowdsourcing Source: Cisco IBSG 2011,, Clay Shirky, Here Comes Everyone , Penguin Press 2008
  15. 15. You Are What Your Friends EatProbability of becoming obese based on social network relationships Social distance from obese friend matters greatly – geographic distance does not matter Source: Christakis NA, Fowler JH. New England J Med. July 2007
  16. 16. Five Inevitable Realities Healthcare is 1 becoming borderless 2 Patient experience will matter Payment will be linked 3 to value 4 Social care will blend with healthcare Enterprises will need to 5 focus on sustainability
  17. 17. Multi channel communications is the future of theProposed Consumer Driven Model Email Intelligent Phone Routing Engine Chat Web Portal Video Content Marketing Member Clinical Claims Data Plan Data Data Data Kiosk© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
  18. 18. Cisco’s Healthcare Information Exchange HealthPresence Connected Care Patient HealthExperience Patient side Ambulance IPCC HealthPesence xR HealthPresence Doctor side Connected Care Team Cisco MDES EMR/HL7 Networks Cisco Healthcare Services Exchange HealthPresence xR Mobile HealthPresence Clinic © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
  19. 19. Mayo Clinic Example HSX Cloud Data/ Knowledge EMR Management Other applications Security Administration Third Party Service Consumer (e.g. Care another health system) protocols/ pathways Core Services: Service Mayo Clinic Connectivity, Interoperability End Points Current Assets Video, voice, chat Mayo ClinicService Source ProvidersPoints Patient Homes Mayo Affiliated Mayo Heath Practices Third Party Services Exchange Procedure Other Service Provider Centers, services (e.g. CareCore) outlets Labs Rapid deployment of secure connectivity and service network Dynamic provisioning of ―anything as a services‖, utilizing Mayo’s existing assets, new applications, or other third party applications Multiple devices support with single sign-on, using Mayo or local user interface Management, Administration & Governance
  20. 20. User ID Join Mayo Clinic Password Affiliated Practice Network Log In Access services, use New User Register applications, and build your professional network Connect with others in the Mayo Clinic Community© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
  21. 21. User ID Password Join Mayo Clinic Log In Affiliated Practice Network New User RegisterAccess services, use applications, and build your Connect with others in the Mayo Clinic Community professional network The Mayo Portfolio Care Pathways Business & Patient EngagementKnowledge & Analytics (Mayo Model of Care) Administrative Services Tools & Apps Obstructive Sleep Chronic Disease Claims Chronic Conditions Apnea Cancer Congestive Heart Failure Revenue Cycle Living with Cancer Secondary Stroke Genetic Disorders Prevention Referrals Healthy Living … … … … 22
  22. 22. MY account Dr. Kenneth Wong My Profile Mayo Services Mayo Applications  My Network Billing and Collections Go To Mayo Go To Apps Store Communications My Groups Service Directory 3 Credentialing My Connections Drug Interactions 36 Messages Virtual Health Record ICD-10 Search 2 Manage groups AskMayoExpert My Dashboard View all groups Create a group Virtual Grand Rounds eConsult© 2010 Cisco and/or its affiliates. All rights reserved. Connect with others in the Mayo Clinic Community Cisco Confidential 23
  23. 23. Cisco Quad Release 2.0 - A Comprehensive Collaboration Platform Personal Directory Dashboard Profile Social Tagging Blogs, Wikis, Forums Click to: Call, IM, Meet CommunityPeople, Communities, Team Space Information, Search Video Content UC-Enabled Management Browser Policy and Security Micro-Blogging © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  24. 24. Virtual AssistantWhen a Person Is Not Practical or Good Enough • Self service • Connected to internal information • Connected to external information • Virtual person user interface Source: Cisco IBSG, 2008
  25. 25. Virtual Characters Are Becoming Life-like Conversational Interfaces Automatic emotions, gestures and responses Speech recognition Text to speech Source: Cisco IBSG, 2006-2008© 2010 Cisco and/or its affiliates. All rights reserved. Knowledge of previous encounters (memory) Cisco Confidential 26
  26. 26. Cisco Mobile Concierge: Prescription Ready Notification with Personalized Promotions Mobile Concierge Applets In-Store Concierge Find item Pharmacy Customer Service Recipes Prescription (VoWLAN) (video clips) is ready Come Help Me! My Promos (location-based (coupons) – Phase 3) Shopping Shopping List Buddies (IM) Price/Inventory POS and Check ? Home delivery© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
  27. 27. Measure Your Collaborative Effectiveness / Readiness Focus on Four Critical Areas What is your governance Do you have the right leadership to drive Leadership Governance model? Does it encourage / sustain optimal collaboration for your collaboration? organization? Collaboration Which collaborativeDo your employees have the technologies do you have?competency to collaborate? How do employees use Competency Technology them? Source: Cisco IBSG, 2009 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
  28. 28. Develop a Collaboration Core Architecture in Phases Collaborative Applications Composite Applications Messaging Conferencing Informing Semantic analysis / Virtual Worlds Twittering Immersive Wikis advanced search Virtual beings SMS / MMS Blogs Basic search / Instant messaging Video locate expertise Artificial intelligence IP telephony Forums Unified messaging Web Socialization Content creation Podcasts Email Virtual reality Calendaring Voice RSS / other Presence infrastructure Secure, Reliable, Scalable, Virtualized Network as the Platform Real-time Application Mobility Security Management Virtualization Transport communication delivery Enterprise systems / data Computing resource Storage resource Ecosystem sys. / data Strategic Low-hanging Advanced Typical Existing Foundation Fruit Capabilities Source: Cisco IBSG, 2009© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
  29. 29. Knowledge Sharing: Virtual Expertise EnablesScaling of Scarce Resources New Technologies Enable Cisco HealthPresenceTM “Face-to-face” Experiences  Convenient and timely access to experts  Alternate means to deliver services to new audiences  Extends expertise through rich media and knowledge- sharing tools Replicates the in-person experience  Enhanced by access to data for both patients and providers Source: Cisco IBSG, 2009© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
  30. 30. Nottingham University HospitalsCommunication and Collaboration at the heart of hospital transformation ProductivityCHALLENGE: SOLUTION: Improve patient care and increase capacity to meet 5%  Cisco UC fixed and wireless phones per year growth in demand in the Emergency Dept (ED)  Push to talk  Phone directory Staff spending 19% of time looking for equipment and personnel  Group messaging with full ED coverage  Cisco Unified Communications and Presence show real-time Achieve UK Government healthcare targets, treat staff availability patient within 4 hours of presenting to ED  Messaging & notification solution to notify staff (e.g. test Outdated and standalone equipment resulting in results, patient ready) inefficient workflows  RFID based equipment and “staff locator”  Patient journey time reduced: Adults 23%; Children 33%  Patient waiting time reduced: Adults: 28%; Children 40%Business  Patient satisfaction increased: 11%  Physician productivity in the ED increased by 12%Value:  ROI in 14 months  Assistant response time increased to 100% in 8 seconds
  31. 31. HK-Sichuan Rehabilitation Centre:Traumatology HK-SC HealthPresence Centre – Opened April 2009 Psychological Counselling Centre Chengdu People’s Hospital Huaxi Hospital Prince of Wales Chengdu Hospital Hong Kong Temp Clinic Mobile hand-held Mobile Clinic device© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
  32. 32. Care at a Distance Case StudyAscension Health SystemCHALLENGE SOLUTION• To provide high quality, specialty healthcare  Converged communication and services to remote patients collaboration framework• To reduce travel time for specialists  Wide array of collaboration endpoints providing outreach services  Advanced telemedicine services• To reach efficiently extend the catchment area of St. Thomas Health • Increased patient access to quality care closer to home, reducing travel time, costs and stress • Provided a patient experience similar to an office visit but with better specialist availability, RESULTS increasing patient satisfaction and convenience • Delivered enhanced acoustics and magnified exam images directly to the specialist • Improved access to specialists and providers throughout the area while reducing ―windshield time‖ for the specialist and patient alike
  33. 33. Patient Centered Medical HomeThrives On Corporate Campus CHALLENGE SOLUTION • Reduce the health benefits cost for a large, young, • On-site clinic and pharmacy built on Patient Centered corporate employee population Medical Home model with broad continuum of integrative health services • Engage employees and dependents in the management of their health • Technology solutions - from automated check-in and check-out to telehealth – to increase productivity and • Use technology to enhance the patient experience engagement in health as tenet of corporate culture and reduce non-clinical time in care process • Reduction in ER visits and outpatient diagnostic services: 10 % fewer than community • Generic Dispense Rate: 73% vs. 62% community • Medical Cost Avoidance: $ 4.7 M RESULTS • Drug Savings: $ 1.3 M per year • Productivity Savings: $ 7.4 M per year • Patient Satisfaction: 95% would use again in future; Patient wait time less than 3 minutes
  34. 34. Virtualization / Cloud Optum Health(United Health Group) CHALLENGE SOLUTION • Information about a patient is highly fragmented • Consolidated patient information moved into the and exists across many different healthcare cloud that would let the physicians access all of the organizations such as hospitals, clinics and information through a single portal claims systems • Leverage this same cloud platform to deliver • Holistic management of this information is hundreds of other technology based healthcare currently lacking in the industry products • Coordination of care across the continuum is •Revenue Cycle Services impacted due to the inability to share information •Tools for Wellness Programs •Pharmacy Benefits Management • Physician Practices can get out of the business of acquiring, implementing and maintaining electronic healthcare record applications • Simplify the use of information by making the technology less visible RESULTS • Enables care coordination across corporate boundaries and different levels of care • Leveraging a collective repository of clinical information assets accelerates research for• • new treatments ―By virtualizing our data center and end-user workstations, we are well on the way to significantly increasing productivity for clinical users and for our team. Not only is virtualization viable for our clinical areas, it is a big improvement.‖—Edward Ricks, Chief Information Officer and Vice President, Information Services
  35. 35. Ash Shehata 513-410-1442© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
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