Enterprise Digital Transformation: The Geisinger Experience

Damo Consulting Inc.
Damo Consulting Inc.Damo Consulting Inc.
1
CEO, Damo Consulting
Paddy Padmanabhan, CPHIMS
DISCLAIMER: The views and opinions expressed in this presentation are solely those of the author/presenter and do not necessarily represent any policy or position of HIMSS.
Chief Innovations Officer, Geisinger
Karen Murphy, PhD, RN
Enterprise Digital Transformation
Session 47, August 10, 2021
2
#HIMSS21
Welcome
Chief Innovations Officer
Geisinger
Karen Murphy, PhD, RN
CEO
Damo Consulting
Paddy Padmanabhan, CPHIMS
#HIMSS21
Conflict of Interest
Paddy Padmanabhan, CPHIMS
Karen Murphy, PhD, RN
Has no real or apparent conflicts of interest to report.
3
#HIMSS21
Agenda
• Learning objectives
• Digital transformation priorities and market trends in a post-COVID era
• Geisinger Health Digital Strategy
• Case study 1: portal consolidation
• Case study 2: intelligent automation
• Assessing digital maturity
• Digital transformation roadmap & best practices
4
#HIMSS21 5
• Identify best practices and learnings from how a
large integrated health system is driving a multi-year
digital transformation roadmap
• Discover how technology is enabling digital
transformation at the front and back end of
healthcare operations and best practices in
technology strategy and technology partner
selection
• Recognize how centralized governance can
accelerate transformation and maximize value from
technology investments
Learning Objectives
6
How healthcare CEOs
are approaching
consumerism in a
COVID-19 era*
* Modern Healthcare CEO Power Panel Survey 2020
#HIMSS21 7
Non-traditional
players are
moving
aggressively
into healthcare
Partnerships focused on
data and analytics are
on the rise
8
#HIMSS21
Geisinger: Integrated
health $7.1 billion in
combined revenues
9
We care for patients.
• 10 hospital campuses
• 125 clinic sites
• 23,828 employees
• 1,677 employed physicians
We provide quality,
affordable healthcare
coverage.
We teach, research
and innovate.
#HIMSS21
Steele Institute
was established
to lead
Geisinger’s
innovation
10
Purpose
Lead the nation in building transformative, scalable,
measurable, and sustainable solutions that lowers cost of
care while improving health, care delivery, and patient
experience.
Definition of innovation
Guiding principles
#HIMSS21 11
Geisinger Digital
Transformation
• It’s not about digital – It’s about
transformation
• It’s not a five-year strategy – It’s a forever
journey
• It’s not about one function – It’s all
services
#HIMSS21 12
Geisinger Digital Strategy
8/13/2021
Enhance
Care
Grow
Revenue
Improve
Efficiency
Make it
Easy
Value Levers
Make it easy for Geisinger
and customers to complete
tasks by streamlining and
simplifying interactions
Empower customers to
save on costs by
personalizing and
proactively engaging them
in the care journey
Provide connected care
solutions to reduce medical
costs stemming from chronic
care and ED visits
Leverage enhanced and new
Geisinger digital capabilities to
deliver on the Digital Vision:
Going above and beyond to
understand our communities to
make healthcare easier and
more affordable so you can
live your healthiest life.
Digital Strategy Vision
+
Powered by Digital
✓ Disruptive
✓ “Fundamentally different approach”
✓ Results in better care, better experience and lower costs
#HIMSS21 13
Digital Transformation Organization Model
Driving digital initiatives across the enterprise
Geisinger Digital
Transformation Office
( Damo)
Clinic Marketing IT Patients Operations
Execution Arm
(A Business and Transformation Office Partnership)
Technical Architecture
Governance Structure
Steering Committee
(bi-directional)
(bi-directional)
An Aligned Geisinger
Enterprise =
An Exceptional Consumer
Experience
DS DS DS DS DS
#HIMSS21 14
Deliver a superior digital experience through a
unified account, that is personalized and easy to
use driving customer loyalty and stickiness across
all enterprise services.
~2-3 year future state website, portal
& communication vision supporting
OneGeisinger
#HIMSS21
• Customers log into mobile responsive web/portal through
one account to manage health, health plan coverage,
finances, pharmacy, etc.
• Customers manage their communication
preferences centrally, and Geisinger can send
communications tailored to channel preferences (print,
email, text, app notifications, IVR/phone)
• Superior digital experience drives consumers to opt-in for
digital communications, driving down print, mail and
phone costs
• Geisinger enhances compliance with increasing data
privacy, consent management, security, accessibility
standards
OneGeisinger Website/Portal/Comm
Transformation
15
Deliver easy to use experience that creates customer loyalty and stickiness across all enterprise services
*draft designs, mobile responsive
16
Scale / Maturity
(infrastructure/experience)
Value Optimization
(within current operation)
Intelligent Automation Hub
Power Automate
Development
Application Developers working with
automation tools to create bots
Process
Design/Architecting
Partners with the business to identify
and scope automation opportunities
Annual Value Generator
Program Goals
Three Tenets
Infrastructure
Management
Oversees IAH technical operations
and Steele Institute application
management
$2M+
Realized
Benefits
Annually
24+
Digital Workers
Across Geisinger
& Growing!
6000+
Hours Saved
• Automate manual, high
volume processes within
multiple lines of business
• Accelerate operational
efficiency
• Establish a foundation for an
intelligent automation culture
within the Enterprise
Data as of 5/5/21
17
COVID, Flu, RSV Result Automation
Four automated ways to get results to ensure optimal
communication time to patients
Within 24 hours results
being available, patients
receive an automated call
and documentation in
their chart
Outbound call to
patients
Patients call in to get
their result
Automatic letter
generation
Calling any Community
Medicine main line or the
COVID Hotline, a patient can
press 1# and authenticate to
hear their results
When a result is available,
an automatic letter with a
patient's result is
immediately generated,
printed and mailed to the
patient
Patient's have
immediate access to
their lab result via the
myGeisinger portal under
“tests & labs”
Example Success: Clinical Services Optimization
5 automations + IVR component
in just one process
Bot productivity 23x more
productive than human (91
patients/hr called by Bot vs 4
patients/hr called by human)
Prior to automation, patients with
positive test results only were
called due to resource constraint.
Automation made it possible to
call patient with negative results
as well.
Symptom monitoring
volume/saving data is part of the
volume and saving of COVID
Positive
Key Highlights and Data
Symptom Monitoring
Realized Benefits
Realized Benefits
Hours Saved
Hours Saved
myGeisinger
portal
Structured &
collaborative approach
has delivered significant
benefits to date
18
☞ Quantified benefits: multi-million $$ impact
☞ Technology strategy that lays strong foundation for enabling
digital transformation
☞ Improved governance for faster decision-making and
implementation acceleration
☞ Best in class partner selection for improved chances of success
#HIMSS21 19
Assessing Digital Maturity in Health Systems*
*Source: Damo Consulting DigiMTM maturity model framework
EHR as primary platform
for digital engagement
• “< EHR vendor name> is
our digital strategy”
• Focus on specific
functionalities e.g. access
and scheduling, real-time
video consults
Model
Digital initiatives focused
on virtualization of care
• Telehealth, eVisits
• “Digital front doors”
• Remote monitoring
• Patient communications
Model
Stand-alone digital
innovation initiatives
• Enterprise-specific point
solutions: Homegrown and
partner-developed
• Innovation programs for
commercialization of in-
house development
• Departmental initiatives:
specialized clinical needs
Model
Long term strategic bets on
multi-year investments
• Comprehensive, enterprise-
level transformation strategy
• 1-2 key strategic
partnerships, alongside EHR
• Robust governance model
to leverage startup
ecosystem
Model
#HIMSS21
Digital Front Door Strategies for healthcare providers*
20
20
Not implemented Implemented
with EHR
Stand-alone tool with
FHIR/HL7 integration
Stand-alone tool
with no integration
Section Digital Initiative Provider 1 Provider 2 Provider 3 Provider 4 Provider 5 Provider 6 Provider 7 Provider 8 Provider 9 Provider 10
Digital
Front
Door
Online scheduling
Chatbot
Find-a-doc
Symptom triage
Online payment tool
Online registration
Online check-in
Wait-time estimator
Slot management
Mobile app
Video visits
Second Opinion
* source:Damo Consulting Research
21
Digital Maturity - Select Providers*
Relative maturity levels based on strength of vision and strength of execution
P r o v i d e r 1
P r o v i d e r 2
P r o v i d e r 3
P r o v i d e r 4
P r o v i d e r 5
P r o v i d e r 6
P r o v i d e r 7
P r o v i d e r 8
P r o v i d e r 9
P r o v i d e r 1 0
Execution
Weak Strong
Note: Size of bubble
indicates relative size
of the organization in
the sample
Vision
Weak
Strong
* source:Damo Consulting Research
#HIMSS21
Developing a Digital Transformation Strategy *
22
* From Healthcare Digital Transformation : How Consumerism, Technology
& Pandemic are Accelerating the Future, Taylor & Francis, Aug 2020
Readiness
assessment and
benchmarking
Digital
Roadmap
development
Design strategy
and enterprise
version
2
1 3
Prioritization
&
dependencies
4
Operating
model &
funding
5
Technology
platform & partner
selection
6
• Where does digital
transformation fit in
overall enterprise
strategy?
• What are the goals
and objectives of a
digital strategy?
• What are the risks in
not executing on a
digital transformation?
• What are the current
digital initiatives in
flight?
• What benefits have
these initiatives
delivered?
• How do current
initiatives compared to
industry benchmarks?
• What is the universe of
digital opportunity
areas?
• How do they map to
patient engagement,
caregiver enablement,
or organizational
efficiencies?
• What is the expected
level of investment
over a 3-year period?
• What is the right
prioritization and
sequencing of the
digital roadmap
opportunities?
• What is the business
case for each
digitalization use case?
• What are the major
technical
dependencies? What
is the level of technical
debt?
• What is the optimal
operating structure to
deliver on this strategy?
• What is the
governance structure
for digital
transformation?
• What is the funding
structure and funding
sources? How much is
Capex or Opex?
• What are the key gaps
in talent? What are the
key skills to be
developed in-house?
• Who are the strategic
technology partners to
help execute the
vision?
• What is the role od the
internal development
teams?
Phase 2
Phase 1 Phase 3
#HIMSS21 23
Best Practices In Digital Transformation
Start with the end in
mind: define the future
state before developing
a technology solution
Prioritize high-impact
digital engagement
opportunities in patient
journey; leverage
synergies across
enterprise
Establish robust
governance and
processes early; ensure
compliance with process
for consistency and
optimal outcomes
Define the scope and
requirements clearly:
avoid overdesigning
solutions, consider inter-
dependencies
Research potential
vendors carefully for their
healthcare market
presence, and especially
their understanding of
the provider landscape
Build an engaged
community of
practitioners; establish
regular communication,
share best practices
Address near term
enterprise needs without
losing sight of longer-term
strategy
Leverage existing
technology partnerships
where possible e.g. Epic,
Salesforce. Look for best-
in-class solutions where
necessary.
Recognize changes in
enterprise and market
needs and reprioritize
digital roadmap items as
necessary
1 2 3
4 5 6
7 8 9
#HIMSS21 24
Q & A
#HIMSS21
Thank you!
25
Paddy Padmanabhan
+1 630 649 8548
paddy@damoconsulting.net
www.damoconsulting.net
Karen Murphy
1 of 25

Recommended

Empowering Digital Workers by
Empowering Digital WorkersEmpowering Digital Workers
Empowering Digital Workersaccenture
695 views8 slides
Accenture Digital Health Technology Vision 2018 by
Accenture Digital Health Technology Vision 2018Accenture Digital Health Technology Vision 2018
Accenture Digital Health Technology Vision 2018accenture
23.4K views13 slides
2022 Insight Intelligent Technology™ Report by
2022 Insight Intelligent Technology™ Report 2022 Insight Intelligent Technology™ Report
2022 Insight Intelligent Technology™ Report Insight
302 views86 slides
Digital Business Transformation | Strategy + Execution by
Digital Business Transformation | Strategy + ExecutionDigital Business Transformation | Strategy + Execution
Digital Business Transformation | Strategy + Executionfeature[23]
3.3K views21 slides
Reinventing the client journey by
Reinventing the client journeyReinventing the client journey
Reinventing the client journeyaccenture
781 views8 slides
[Slides] Digital Transformation, with Brian Solis by
[Slides] Digital Transformation, with Brian Solis[Slides] Digital Transformation, with Brian Solis
[Slides] Digital Transformation, with Brian SolisAltimeter, a Prophet Company
110.6K views62 slides

More Related Content

What's hot

The Value Multiplier | SlideShare | Accenture by
The Value Multiplier | SlideShare | AccentureThe Value Multiplier | SlideShare | Accenture
The Value Multiplier | SlideShare | AccentureAccenture Operations
23.2K views17 slides
Digital transformation and how to develop the strategy and roadmap with examples by
Digital transformation and how to develop the strategy and roadmap with examplesDigital transformation and how to develop the strategy and roadmap with examples
Digital transformation and how to develop the strategy and roadmap with examplesSandeep Singh
774 views9 slides
Digitizing Business Services by
Digitizing Business ServicesDigitizing Business Services
Digitizing Business Servicesaccenture
1.9K views9 slides
Digital transformation - whitepaper by
Digital transformation - whitepaperDigital transformation - whitepaper
Digital transformation - whitepaperSaksoft
284 views10 slides
Digital Transformation Trends in Insurance by
Digital Transformation Trends in InsuranceDigital Transformation Trends in Insurance
Digital Transformation Trends in InsuranceInformation Services Group (ISG)
14.3K views19 slides
Intelligent Marketing Operations | SlideShare | Accenture by
Intelligent Marketing Operations | SlideShare | AccentureIntelligent Marketing Operations | SlideShare | Accenture
Intelligent Marketing Operations | SlideShare | AccentureAccenture Operations
15.5K views24 slides

What's hot(20)

Digital transformation and how to develop the strategy and roadmap with examples by Sandeep Singh
Digital transformation and how to develop the strategy and roadmap with examplesDigital transformation and how to develop the strategy and roadmap with examples
Digital transformation and how to develop the strategy and roadmap with examples
Sandeep Singh774 views
Digitizing Business Services by accenture
Digitizing Business ServicesDigitizing Business Services
Digitizing Business Services
accenture1.9K views
Digital transformation - whitepaper by Saksoft
Digital transformation - whitepaperDigital transformation - whitepaper
Digital transformation - whitepaper
Saksoft284 views
Intelligent Marketing Operations | SlideShare | Accenture by Accenture Operations
Intelligent Marketing Operations | SlideShare | AccentureIntelligent Marketing Operations | SlideShare | Accenture
Intelligent Marketing Operations | SlideShare | Accenture
Accenture Operations15.5K views
Digitaizing Business Services by accenture
Digitaizing Business ServicesDigitaizing Business Services
Digitaizing Business Services
accenture934 views
The Reinvention Reset | Accenture by accenture
The Reinvention Reset | AccentureThe Reinvention Reset | Accenture
The Reinvention Reset | Accenture
accenture7K views
High Tech Digital Transformation by accenture
High Tech Digital TransformationHigh Tech Digital Transformation
High Tech Digital Transformation
accenture89.6K views
Digital Transformation: What it is and how to get there by Econsultancy
Digital Transformation: What it is and how to get thereDigital Transformation: What it is and how to get there
Digital Transformation: What it is and how to get there
Econsultancy122.6K views
New Value in Sustainability by accenture
New Value in SustainabilityNew Value in Sustainability
New Value in Sustainability
accenture3.8K views
How to Bring About Finance Transformation on Your Own Terms by Workday, Inc.
How to Bring About Finance Transformation on Your Own TermsHow to Bring About Finance Transformation on Your Own Terms
How to Bring About Finance Transformation on Your Own Terms
Workday, Inc.819 views
Deloitte digital marketing by AdCMO
Deloitte digital marketingDeloitte digital marketing
Deloitte digital marketing
AdCMO5K views
Building Digital -First sales experiences for Enterprise Sellers by Demandbase
Building Digital -First sales experiences for Enterprise SellersBuilding Digital -First sales experiences for Enterprise Sellers
Building Digital -First sales experiences for Enterprise Sellers
Demandbase457 views
Remote Work Life by accenture
Remote Work LifeRemote Work Life
Remote Work Life
accenture18.5K views
Digital transformation by KhanhBao7
Digital transformationDigital transformation
Digital transformation
KhanhBao7304 views
Tech Adoption and Strategy for Innovation & Growth by accenture
Tech Adoption and Strategy for Innovation & GrowthTech Adoption and Strategy for Innovation & Growth
Tech Adoption and Strategy for Innovation & Growth
accenture31.7K views
The best digital transformation frameworks in 2020 by run_frictionless
The best digital transformation frameworks in 2020The best digital transformation frameworks in 2020
The best digital transformation frameworks in 2020
run_frictionless1.1K views
Supply Chain Transformation on the Cloud |Accenture by accenture
Supply Chain Transformation on the Cloud |AccentureSupply Chain Transformation on the Cloud |Accenture
Supply Chain Transformation on the Cloud |Accenture
accenture34.2K views

Similar to Enterprise Digital Transformation: The Geisinger Experience

Digitally Transforming Patient and Caregiver Experiences by
Digitally Transforming Patient and Caregiver ExperiencesDigitally Transforming Patient and Caregiver Experiences
Digitally Transforming Patient and Caregiver ExperiencesDamo Consulting Inc.
389 views23 slides
CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ... by
CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ...CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ...
CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ...Damo Consulting Inc.
483 views19 slides
Charles Taylor InsureTech - InsurTech Innovation Award 2022 by
Charles Taylor InsureTech - InsurTech Innovation Award 2022Charles Taylor InsureTech - InsurTech Innovation Award 2022
Charles Taylor InsureTech - InsurTech Innovation Award 2022The Digital Insurer
121 views13 slides
Digitalbusiness by
DigitalbusinessDigitalbusiness
DigitalbusinessHiren Selani
421 views18 slides
Making a case for value based care in med tech by
Making a case for value based care in med techMaking a case for value based care in med tech
Making a case for value based care in med techKumar Ramananda
90 views14 slides
Healthcare Digital Transformation - A primer for healthcare executives and te... by
Healthcare Digital Transformation - A primer for healthcare executives and te...Healthcare Digital Transformation - A primer for healthcare executives and te...
Healthcare Digital Transformation - A primer for healthcare executives and te...Damo Consulting Inc.
2.4K views11 slides

Similar to Enterprise Digital Transformation: The Geisinger Experience(20)

Digitally Transforming Patient and Caregiver Experiences by Damo Consulting Inc.
Digitally Transforming Patient and Caregiver ExperiencesDigitally Transforming Patient and Caregiver Experiences
Digitally Transforming Patient and Caregiver Experiences
CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ... by Damo Consulting Inc.
CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ...CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ...
CHIME LIVE Webinar: Digital Maturity in Health Systems – The DigiM Framework ...
Charles Taylor InsureTech - InsurTech Innovation Award 2022 by The Digital Insurer
Charles Taylor InsureTech - InsurTech Innovation Award 2022Charles Taylor InsureTech - InsurTech Innovation Award 2022
Charles Taylor InsureTech - InsurTech Innovation Award 2022
Making a case for value based care in med tech by Kumar Ramananda
Making a case for value based care in med techMaking a case for value based care in med tech
Making a case for value based care in med tech
Kumar Ramananda90 views
Healthcare Digital Transformation - A primer for healthcare executives and te... by Damo Consulting Inc.
Healthcare Digital Transformation - A primer for healthcare executives and te...Healthcare Digital Transformation - A primer for healthcare executives and te...
Healthcare Digital Transformation - A primer for healthcare executives and te...
Research-2021-Digital-Transformation-Imperative-1.pdf by SathyaAtreyam1
Research-2021-Digital-Transformation-Imperative-1.pdfResearch-2021-Digital-Transformation-Imperative-1.pdf
Research-2021-Digital-Transformation-Imperative-1.pdf
SathyaAtreyam148 views
White paper the 4 key reasons 70 percent of telco digital transformations fai... by Martin Kievit
White paper the 4 key reasons 70 percent of telco digital transformations fai...White paper the 4 key reasons 70 percent of telco digital transformations fai...
White paper the 4 key reasons 70 percent of telco digital transformations fai...
Martin Kievit80 views
Digital Value Creation for Portfolio Companies by BjoernRoeber
Digital Value Creation for Portfolio CompaniesDigital Value Creation for Portfolio Companies
Digital Value Creation for Portfolio Companies
BjoernRoeber729 views
How to embrace digital transformation in the Financial Services sector by Brandworkz
How to embrace digital transformation in the Financial Services sectorHow to embrace digital transformation in the Financial Services sector
How to embrace digital transformation in the Financial Services sector
Brandworkz1.3K views
Digital thinking to transform face-to-face insurance in Asia by Hugh Terry by The Digital Insurer
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryDigital thinking to transform face-to-face insurance in Asia by Hugh Terry
Digital thinking to transform face-to-face insurance in Asia by Hugh Terry
The Digital Insurer2.4K views
5 essential tips for successful digital transformation strategies in 2021 by OrangeMantra Tech
5 essential tips for successful digital transformation strategies in 20215 essential tips for successful digital transformation strategies in 2021
5 essential tips for successful digital transformation strategies in 2021
An Operational and Digital Transformation of Primary Care by Melissa Nurcombe
An Operational and Digital Transformation of Primary CareAn Operational and Digital Transformation of Primary Care
An Operational and Digital Transformation of Primary Care
Melissa Nurcombe81 views
Transform DMI 2014 launch event speaker presentations by TransformUK
Transform DMI 2014 launch event speaker presentationsTransform DMI 2014 launch event speaker presentations
Transform DMI 2014 launch event speaker presentations
TransformUK1K views
A-3-stage-approach-to-enterprise-ops-transformation-with-design-thinking by Anitha GS
A-3-stage-approach-to-enterprise-ops-transformation-with-design-thinkingA-3-stage-approach-to-enterprise-ops-transformation-with-design-thinking
A-3-stage-approach-to-enterprise-ops-transformation-with-design-thinking
Anitha GS80 views

More from Damo Consulting Inc.

DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th... by
DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th...DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th...
DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th...Damo Consulting Inc.
351 views20 slides
How witch companies are actively acquiring to expand their digital and emergi... by
How witch companies are actively acquiring to expand their digital and emergi...How witch companies are actively acquiring to expand their digital and emergi...
How witch companies are actively acquiring to expand their digital and emergi...Damo Consulting Inc.
262 views1 slide
The witch report_2018_annual_review by
The witch report_2018_annual_reviewThe witch report_2018_annual_review
The witch report_2018_annual_reviewDamo Consulting Inc.
932 views55 slides
2019 Healthcare IT Demand Survey by
2019 Healthcare IT Demand Survey2019 Healthcare IT Demand Survey
2019 Healthcare IT Demand SurveyDamo Consulting Inc.
395 views30 slides
Healthcare Digital Transformation - Outlook and recommendations for 2019 by
Healthcare Digital Transformation - Outlook and recommendations for 2019Healthcare Digital Transformation - Outlook and recommendations for 2019
Healthcare Digital Transformation - Outlook and recommendations for 2019Damo Consulting Inc.
1.8K views10 slides
The Witch Report: 2018 Mid-Year Review by
The Witch Report: 2018 Mid-Year ReviewThe Witch Report: 2018 Mid-Year Review
The Witch Report: 2018 Mid-Year ReviewDamo Consulting Inc.
563 views37 slides

More from Damo Consulting Inc.(20)

DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th... by Damo Consulting Inc.
DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th...DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th...
DIGITAL TRANSFORMATION IN THE NEXT NORMAL: How consumerism, technology and th...
How witch companies are actively acquiring to expand their digital and emergi... by Damo Consulting Inc.
How witch companies are actively acquiring to expand their digital and emergi...How witch companies are actively acquiring to expand their digital and emergi...
How witch companies are actively acquiring to expand their digital and emergi...
Healthcare Digital Transformation - Outlook and recommendations for 2019 by Damo Consulting Inc.
Healthcare Digital Transformation - Outlook and recommendations for 2019Healthcare Digital Transformation - Outlook and recommendations for 2019
Healthcare Digital Transformation - Outlook and recommendations for 2019
San Antonio HealthTech Bootcamp Presentation May 12, 2018 by Damo Consulting Inc.
San Antonio HealthTech Bootcamp Presentation May 12, 2018San Antonio HealthTech Bootcamp Presentation May 12, 2018
San Antonio HealthTech Bootcamp Presentation May 12, 2018
HIMSS International Conference Presentation, March 07, 2018 by Damo Consulting Inc.
HIMSS International Conference Presentation, March 07, 2018HIMSS International Conference Presentation, March 07, 2018
HIMSS International Conference Presentation, March 07, 2018
The WITCH Report: Healthcare IT Consulting Update (Annual Review 2017) by Damo Consulting Inc.
The WITCH Report: Healthcare IT Consulting Update (Annual Review 2017)The WITCH Report: Healthcare IT Consulting Update (Annual Review 2017)
The WITCH Report: Healthcare IT Consulting Update (Annual Review 2017)
The WITCH Report – #healthcare #IT services: Q3 2017 update by Damo Consulting Inc.
The WITCH Report – #healthcare #IT services: Q3 2017 updateThe WITCH Report – #healthcare #IT services: Q3 2017 update
The WITCH Report – #healthcare #IT services: Q3 2017 update
Thought leadership: winning the battle for attention in B2B technology marketing by Damo Consulting Inc.
Thought leadership: winning the battle for attention in B2B technology marketingThought leadership: winning the battle for attention in B2B technology marketing
Thought leadership: winning the battle for attention in B2B technology marketing
Healthcare b2b Tech Content Marketing Survey 2017 by Damo Consulting Inc.
Healthcare b2b Tech Content Marketing Survey 2017 Healthcare b2b Tech Content Marketing Survey 2017
Healthcare b2b Tech Content Marketing Survey 2017
Healthcare IT services market - Q1 scorecard July 2016 by Damo Consulting Inc.
Healthcare IT services market - Q1 scorecard  July 2016Healthcare IT services market - Q1 scorecard  July 2016
Healthcare IT services market - Q1 scorecard July 2016
Overcoming Big Data Bottlenecks in Healthcare - a Predictive Analytics Case S... by Damo Consulting Inc.
Overcoming Big Data Bottlenecks in Healthcare - a Predictive Analytics Case S...Overcoming Big Data Bottlenecks in Healthcare - a Predictive Analytics Case S...
Overcoming Big Data Bottlenecks in Healthcare - a Predictive Analytics Case S...

Recently uploaded

Duckworth Designer Drugs.pptx by
Duckworth Designer Drugs.pptxDuckworth Designer Drugs.pptx
Duckworth Designer Drugs.pptxRommie Duckworth
12 views89 slides
Impact of Wisdom Teeth Removal on Orthodontics by
Impact of Wisdom Teeth Removal on OrthodonticsImpact of Wisdom Teeth Removal on Orthodontics
Impact of Wisdom Teeth Removal on OrthodonticsDidsbury Smiles Dental
7 views7 slides
Presentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptx by
Presentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptxPresentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptx
Presentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptxBraydenStoch2
11 views1 slide
AI Medical dispatch final .pptx by
AI Medical dispatch final .pptxAI Medical dispatch final .pptx
AI Medical dispatch final .pptxDr.Venugopalan Poovathum Parambil
16 views17 slides
Midwife 10 years.pdf by
Midwife 10 years.pdfMidwife 10 years.pdf
Midwife 10 years.pdfGouri Das
36 views35 slides
Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor... by
Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor...Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor...
Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor...Levi Shapiro
202 views21 slides

Recently uploaded(20)

Presentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptx by BraydenStoch2
Presentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptxPresentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptx
Presentation1 BLACKTOWN AND DRUITT HOSPITALS YOU ARE ALL SCUM.pptx
BraydenStoch211 views
Midwife 10 years.pdf by Gouri Das
Midwife 10 years.pdfMidwife 10 years.pdf
Midwife 10 years.pdf
Gouri Das 36 views
Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor... by Levi Shapiro
Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor...Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor...
Gil Bashe FINN Partners: The Future of Digital Health – Nose Dive or Transfor...
Levi Shapiro202 views
2024 Medicare Physician Fee Schedule (MPFS) Final Rule Updates by Health Catalyst
2024 Medicare Physician Fee Schedule (MPFS) Final Rule Updates2024 Medicare Physician Fee Schedule (MPFS) Final Rule Updates
2024 Medicare Physician Fee Schedule (MPFS) Final Rule Updates
Health Catalyst201 views
Augmenting Health care delivery in Generative AI era: Balancing the hope and ... by JAI NAHAR, MD MBA
Augmenting Health care delivery in Generative AI era: Balancing the hope and ...Augmenting Health care delivery in Generative AI era: Balancing the hope and ...
Augmenting Health care delivery in Generative AI era: Balancing the hope and ...
vital signs...ILAYARAJA SAMPATH by S ILAYA RAJA
vital signs...ILAYARAJA SAMPATHvital signs...ILAYARAJA SAMPATH
vital signs...ILAYARAJA SAMPATH
S ILAYA RAJA396 views
FROSTBITE by A Y
FROSTBITE FROSTBITE
FROSTBITE
A Y7 views
Best Hair Transplant in Delhi.pptx by Praful Wadhwa
Best Hair Transplant in Delhi.pptxBest Hair Transplant in Delhi.pptx
Best Hair Transplant in Delhi.pptx
Praful Wadhwa9 views
Communication and NPR Presentation.pptx by Winnie
Communication and NPR Presentation.pptxCommunication and NPR Presentation.pptx
Communication and NPR Presentation.pptx
Winnie 10 views
Low Vision Managment, Age Related Macular Degeneration ARMD by mahendra singh
Low Vision Managment, Age Related Macular Degeneration ARMDLow Vision Managment, Age Related Macular Degeneration ARMD
Low Vision Managment, Age Related Macular Degeneration ARMD
mahendra singh9 views
Rebuild Your Lifestyle with our Expert Health Fitness Tips by Google
Rebuild Your Lifestyle with our Expert Health Fitness TipsRebuild Your Lifestyle with our Expert Health Fitness Tips
Rebuild Your Lifestyle with our Expert Health Fitness Tips
Google6 views
What are the Benefits of IV Glutathione Infusion for Skin Health & Detox by image clinic
What are the Benefits of IV Glutathione Infusion for Skin Health & DetoxWhat are the Benefits of IV Glutathione Infusion for Skin Health & Detox
What are the Benefits of IV Glutathione Infusion for Skin Health & Detox
image clinic7 views
What are the benefits of a dental crown.pdf by BridgesDental2
What are the benefits of a dental crown.pdfWhat are the benefits of a dental crown.pdf
What are the benefits of a dental crown.pdf
BridgesDental213 views

Enterprise Digital Transformation: The Geisinger Experience

  • 1. 1 CEO, Damo Consulting Paddy Padmanabhan, CPHIMS DISCLAIMER: The views and opinions expressed in this presentation are solely those of the author/presenter and do not necessarily represent any policy or position of HIMSS. Chief Innovations Officer, Geisinger Karen Murphy, PhD, RN Enterprise Digital Transformation Session 47, August 10, 2021
  • 2. 2 #HIMSS21 Welcome Chief Innovations Officer Geisinger Karen Murphy, PhD, RN CEO Damo Consulting Paddy Padmanabhan, CPHIMS
  • 3. #HIMSS21 Conflict of Interest Paddy Padmanabhan, CPHIMS Karen Murphy, PhD, RN Has no real or apparent conflicts of interest to report. 3
  • 4. #HIMSS21 Agenda • Learning objectives • Digital transformation priorities and market trends in a post-COVID era • Geisinger Health Digital Strategy • Case study 1: portal consolidation • Case study 2: intelligent automation • Assessing digital maturity • Digital transformation roadmap & best practices 4
  • 5. #HIMSS21 5 • Identify best practices and learnings from how a large integrated health system is driving a multi-year digital transformation roadmap • Discover how technology is enabling digital transformation at the front and back end of healthcare operations and best practices in technology strategy and technology partner selection • Recognize how centralized governance can accelerate transformation and maximize value from technology investments Learning Objectives
  • 6. 6 How healthcare CEOs are approaching consumerism in a COVID-19 era* * Modern Healthcare CEO Power Panel Survey 2020
  • 8. Partnerships focused on data and analytics are on the rise 8
  • 9. #HIMSS21 Geisinger: Integrated health $7.1 billion in combined revenues 9 We care for patients. • 10 hospital campuses • 125 clinic sites • 23,828 employees • 1,677 employed physicians We provide quality, affordable healthcare coverage. We teach, research and innovate.
  • 10. #HIMSS21 Steele Institute was established to lead Geisinger’s innovation 10 Purpose Lead the nation in building transformative, scalable, measurable, and sustainable solutions that lowers cost of care while improving health, care delivery, and patient experience. Definition of innovation Guiding principles
  • 11. #HIMSS21 11 Geisinger Digital Transformation • It’s not about digital – It’s about transformation • It’s not a five-year strategy – It’s a forever journey • It’s not about one function – It’s all services
  • 12. #HIMSS21 12 Geisinger Digital Strategy 8/13/2021 Enhance Care Grow Revenue Improve Efficiency Make it Easy Value Levers Make it easy for Geisinger and customers to complete tasks by streamlining and simplifying interactions Empower customers to save on costs by personalizing and proactively engaging them in the care journey Provide connected care solutions to reduce medical costs stemming from chronic care and ED visits Leverage enhanced and new Geisinger digital capabilities to deliver on the Digital Vision: Going above and beyond to understand our communities to make healthcare easier and more affordable so you can live your healthiest life. Digital Strategy Vision + Powered by Digital ✓ Disruptive ✓ “Fundamentally different approach” ✓ Results in better care, better experience and lower costs
  • 13. #HIMSS21 13 Digital Transformation Organization Model Driving digital initiatives across the enterprise Geisinger Digital Transformation Office ( Damo) Clinic Marketing IT Patients Operations Execution Arm (A Business and Transformation Office Partnership) Technical Architecture Governance Structure Steering Committee (bi-directional) (bi-directional) An Aligned Geisinger Enterprise = An Exceptional Consumer Experience DS DS DS DS DS
  • 14. #HIMSS21 14 Deliver a superior digital experience through a unified account, that is personalized and easy to use driving customer loyalty and stickiness across all enterprise services. ~2-3 year future state website, portal & communication vision supporting OneGeisinger
  • 15. #HIMSS21 • Customers log into mobile responsive web/portal through one account to manage health, health plan coverage, finances, pharmacy, etc. • Customers manage their communication preferences centrally, and Geisinger can send communications tailored to channel preferences (print, email, text, app notifications, IVR/phone) • Superior digital experience drives consumers to opt-in for digital communications, driving down print, mail and phone costs • Geisinger enhances compliance with increasing data privacy, consent management, security, accessibility standards OneGeisinger Website/Portal/Comm Transformation 15 Deliver easy to use experience that creates customer loyalty and stickiness across all enterprise services *draft designs, mobile responsive
  • 16. 16 Scale / Maturity (infrastructure/experience) Value Optimization (within current operation) Intelligent Automation Hub Power Automate Development Application Developers working with automation tools to create bots Process Design/Architecting Partners with the business to identify and scope automation opportunities Annual Value Generator Program Goals Three Tenets Infrastructure Management Oversees IAH technical operations and Steele Institute application management $2M+ Realized Benefits Annually 24+ Digital Workers Across Geisinger & Growing! 6000+ Hours Saved • Automate manual, high volume processes within multiple lines of business • Accelerate operational efficiency • Establish a foundation for an intelligent automation culture within the Enterprise Data as of 5/5/21
  • 17. 17 COVID, Flu, RSV Result Automation Four automated ways to get results to ensure optimal communication time to patients Within 24 hours results being available, patients receive an automated call and documentation in their chart Outbound call to patients Patients call in to get their result Automatic letter generation Calling any Community Medicine main line or the COVID Hotline, a patient can press 1# and authenticate to hear their results When a result is available, an automatic letter with a patient's result is immediately generated, printed and mailed to the patient Patient's have immediate access to their lab result via the myGeisinger portal under “tests & labs” Example Success: Clinical Services Optimization 5 automations + IVR component in just one process Bot productivity 23x more productive than human (91 patients/hr called by Bot vs 4 patients/hr called by human) Prior to automation, patients with positive test results only were called due to resource constraint. Automation made it possible to call patient with negative results as well. Symptom monitoring volume/saving data is part of the volume and saving of COVID Positive Key Highlights and Data Symptom Monitoring Realized Benefits Realized Benefits Hours Saved Hours Saved myGeisinger portal
  • 18. Structured & collaborative approach has delivered significant benefits to date 18 ☞ Quantified benefits: multi-million $$ impact ☞ Technology strategy that lays strong foundation for enabling digital transformation ☞ Improved governance for faster decision-making and implementation acceleration ☞ Best in class partner selection for improved chances of success
  • 19. #HIMSS21 19 Assessing Digital Maturity in Health Systems* *Source: Damo Consulting DigiMTM maturity model framework EHR as primary platform for digital engagement • “< EHR vendor name> is our digital strategy” • Focus on specific functionalities e.g. access and scheduling, real-time video consults Model Digital initiatives focused on virtualization of care • Telehealth, eVisits • “Digital front doors” • Remote monitoring • Patient communications Model Stand-alone digital innovation initiatives • Enterprise-specific point solutions: Homegrown and partner-developed • Innovation programs for commercialization of in- house development • Departmental initiatives: specialized clinical needs Model Long term strategic bets on multi-year investments • Comprehensive, enterprise- level transformation strategy • 1-2 key strategic partnerships, alongside EHR • Robust governance model to leverage startup ecosystem Model
  • 20. #HIMSS21 Digital Front Door Strategies for healthcare providers* 20 20 Not implemented Implemented with EHR Stand-alone tool with FHIR/HL7 integration Stand-alone tool with no integration Section Digital Initiative Provider 1 Provider 2 Provider 3 Provider 4 Provider 5 Provider 6 Provider 7 Provider 8 Provider 9 Provider 10 Digital Front Door Online scheduling Chatbot Find-a-doc Symptom triage Online payment tool Online registration Online check-in Wait-time estimator Slot management Mobile app Video visits Second Opinion * source:Damo Consulting Research
  • 21. 21 Digital Maturity - Select Providers* Relative maturity levels based on strength of vision and strength of execution P r o v i d e r 1 P r o v i d e r 2 P r o v i d e r 3 P r o v i d e r 4 P r o v i d e r 5 P r o v i d e r 6 P r o v i d e r 7 P r o v i d e r 8 P r o v i d e r 9 P r o v i d e r 1 0 Execution Weak Strong Note: Size of bubble indicates relative size of the organization in the sample Vision Weak Strong * source:Damo Consulting Research
  • 22. #HIMSS21 Developing a Digital Transformation Strategy * 22 * From Healthcare Digital Transformation : How Consumerism, Technology & Pandemic are Accelerating the Future, Taylor & Francis, Aug 2020 Readiness assessment and benchmarking Digital Roadmap development Design strategy and enterprise version 2 1 3 Prioritization & dependencies 4 Operating model & funding 5 Technology platform & partner selection 6 • Where does digital transformation fit in overall enterprise strategy? • What are the goals and objectives of a digital strategy? • What are the risks in not executing on a digital transformation? • What are the current digital initiatives in flight? • What benefits have these initiatives delivered? • How do current initiatives compared to industry benchmarks? • What is the universe of digital opportunity areas? • How do they map to patient engagement, caregiver enablement, or organizational efficiencies? • What is the expected level of investment over a 3-year period? • What is the right prioritization and sequencing of the digital roadmap opportunities? • What is the business case for each digitalization use case? • What are the major technical dependencies? What is the level of technical debt? • What is the optimal operating structure to deliver on this strategy? • What is the governance structure for digital transformation? • What is the funding structure and funding sources? How much is Capex or Opex? • What are the key gaps in talent? What are the key skills to be developed in-house? • Who are the strategic technology partners to help execute the vision? • What is the role od the internal development teams? Phase 2 Phase 1 Phase 3
  • 23. #HIMSS21 23 Best Practices In Digital Transformation Start with the end in mind: define the future state before developing a technology solution Prioritize high-impact digital engagement opportunities in patient journey; leverage synergies across enterprise Establish robust governance and processes early; ensure compliance with process for consistency and optimal outcomes Define the scope and requirements clearly: avoid overdesigning solutions, consider inter- dependencies Research potential vendors carefully for their healthcare market presence, and especially their understanding of the provider landscape Build an engaged community of practitioners; establish regular communication, share best practices Address near term enterprise needs without losing sight of longer-term strategy Leverage existing technology partnerships where possible e.g. Epic, Salesforce. Look for best- in-class solutions where necessary. Recognize changes in enterprise and market needs and reprioritize digital roadmap items as necessary 1 2 3 4 5 6 7 8 9
  • 25. #HIMSS21 Thank you! 25 Paddy Padmanabhan +1 630 649 8548 paddy@damoconsulting.net www.damoconsulting.net Karen Murphy