Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
CIO Insights:How to Optimize Healthcare Application PerformanceGeorge S. Conklin            Larry AngeliSr. Vice President...
Agenda    • Introduction & Welcome    • Best Practices for Optimizing User Experience      Across Complex Healthcare Envir...
3
The Impact of Poor End-User Experience on Healthcare DeliveryBad                                                        EM...
The EHR Performance & Adoption ChallengeThe Real Business Impact                            Physician Recruitment and    ...
Key Healthcare CIO Issues                             Maximize the Value                             of EHR Investments   ...
Best Practices for Optimizing the EndUser Experience                                                                  Comm...
Best Practices for Optimizing User ExperienceAcross Complex Healthcare Environments            George S. Conklin          ...
Overview• What impacts healthcare app performance has  on customer experience and business goals• How CHRISTUS IT and the ...
US Market                                  24 Acute Care facilities- identified below                                  17 ...
Where is my information?                           PCP                                       PATIENTSPECIALIST            ...
CHRISTUS Health Healthcare IT delivery is a complex chain of elements           How do we optimize performance and ensure ...
Why Application Performance Is SoImportant?• As we move increasingly  to automated support for  clinical care. Both costs ...
Performance Impacts Affects Us!                  • Value based purchasing of                    services could be impacted...
Performance Matters to the End Users!      Ensure that problems are identified      and isolated proactively      Maximize...
Best Practices Checklist         Define Acceptable Performance         • Learn from end-users         • Baseline performan...
“Summary: How Compuware can help”Larry Angeli, Vice President - Clinical Systems
Compuware Hospital Customers
Compuware ‘Customer Command Service Center’Providing end-to-end visibility of data service quality                        ...
Gartner Positions Compuware as a Leader in APM Magic Quadrant  Gartner, Inc. Magic  Quadrant for  Application  Performance...
Q&A                      Send questions via ‘chat’                            More information:       Contact me: larry.an...
22     © 2011 Compuware Corporation — All Rights Reserved
Upcoming SlideShare
Loading in …5
×

Webcast: CIO Insights: How to Optimize User Experience Across 60 Hospitals

1,121 views

Published on

** If you would like to download a copy of the slides- please email jessica.murphy@compuware.com and she will send the slideset to you via email.**

For health services provider Christus Health, poorly performing applications are never an option. Just as medical equipment cannot fail, the applications supporting Christus Health must operate flawlessly. In order to avoid lost revenue, decreased clinical productivity and increased risk to patients, Christus employs an end-user perspective to application performance management.

Join Christus Health CIO George Conklin in this Compuware webcast to learn:
• What impacts healthcare app performance has on customer experience and business goals
• How Christus IT and the business teams optimize customer experience
• Real-world best practices for improving user experience without slowing down your healthcare processes and procedures

What You Will Learn:
George Conklin, Senior VP and CIO of Christus will share real-world experiences and Christus Heath’s best practice approach for ensuring users in their healthcare system have the best application performance possible.

  • Be the first to comment

  • Be the first to like this

Webcast: CIO Insights: How to Optimize User Experience Across 60 Hospitals

  1. 1. CIO Insights:How to Optimize Healthcare Application PerformanceGeorge S. Conklin Larry AngeliSr. Vice President and CIO Vice President Healthcare SolutionsCHRISTUS Health Compuware Corporation February 15, 2012
  2. 2. Agenda • Introduction & Welcome • Best Practices for Optimizing User Experience Across Complex Healthcare Environments • George Conklin –Senior Vice President and CIO, CHRISTUS • Challenges of Managing Business Critical Applications • Larry Angeli, Vice President Healthcare Solutions, Compuware • Q&A session – Use Webex ‘chat’ to ask your questions at any time2
  3. 3. 3
  4. 4. The Impact of Poor End-User Experience on Healthcare DeliveryBad EMR availabilityresponsiveness issues 1 Reduced clinician productivity 2 Decreased clinician satisfaction 3 Partial clinician Waiting for adoption transactions to process Slow logins The fundamental reason there is a value gap is that clinicians are having a poor end-user experience
  5. 5. The EHR Performance & Adoption ChallengeThe Real Business Impact  Physician Recruitment and Retention and possibly their patient base because of satisfaction  Loss of Revenue from reimbursement and transactional based workflow  Expense line costs in problem discovery and resolution  Quality of Patient Care and Safety 5
  6. 6. Key Healthcare CIO Issues Maximize the Value of EHR Investments New User Expectations for IT Performance Managing Mobile Device Diversity
  7. 7. Best Practices for Optimizing the EndUser Experience Communicate to Clinician Use All Community Relevant Data Monitor the Entire Measure End- Application User Delivery Chain Define Experience Acceptable Performance7
  8. 8. Best Practices for Optimizing User ExperienceAcross Complex Healthcare Environments George S. Conklin SVP and CIO CHRISTUS Health
  9. 9. Overview• What impacts healthcare app performance has on customer experience and business goals• How CHRISTUS IT and the business teams optimize customer experience• Real-world best practices for improving user experience without slowing down your healthcare processes and procedures 9
  10. 10. US Market 24 Acute Care facilities- identified below 17 Long Term Care HospitalsSanta Fe (1) 9 Home Health and Hospice facilities Texarkana (1) Shreveport (2) Alexandria (2) SE TX (3) Lake Charles (1) San Antonio (6) Houston (2) Corpus Christi (6)
  11. 11. Where is my information? PCP PATIENTSPECIALIST SPECIALIST RADIOLOGY LAB PHYSICAL THERAPY
  12. 12. CHRISTUS Health Healthcare IT delivery is a complex chain of elements How do we optimize performance and ensure a great user experience across the entire Application Delivery Chain Cloud Patients Private Public BrowsersData Center Local Facilities 3rd Party/ ISP Virtual/Physical Environment Cloud Services DB App Web Load Servers Servers Servers Balancers Major ISPStorage Network Content Delivery Networks Web Mobile WANServices Components Optimization Mobile Remote Carrier Locations Devices ER UNIT Clinicians Employees Employees Partners Suppliers
  13. 13. Why Application Performance Is SoImportant?• As we move increasingly to automated support for clinical care. Both costs and quality will be driven by access to information. When systems are unavailable cost and quality will be impacted• Slow or no systems availability raise the possibility of adverse events13
  14. 14. Performance Impacts Affects Us! • Value based purchasing of services could be impacted as a result of chronic system downtime or slowness • Prolonged login times • Affect clinicians’ ability to effectively manage patient care • Rapid decisions that affect the well-being and even the very lives of patients must be supported by systems that keep up with workflow and decision making processes in order to ensure safe, effective delivery of quality patient care • “where of care” component14
  15. 15. Performance Matters to the End Users! Ensure that problems are identified and isolated proactively Maximize access to information Ensure best quality care is provided at the lowest price
  16. 16. Best Practices Checklist Define Acceptable Performance • Learn from end-users • Baseline performance Measure End-User Experience • Monitor every real user on the EMR application • Drive synthetic “control” measurements Monitor the Entire Application Delivery Chain • Measure actual performance vs. agreed baselines • Isolate fault domain Use All Relevant Data • EHR application • DB and network device tools • Integrate other APM data Communicate to Clinician Community • Build trust by reporting performance against mutually-agreed goals • Advise clinicians of corrective actions in progress – before they ask16
  17. 17. “Summary: How Compuware can help”Larry Angeli, Vice President - Clinical Systems
  18. 18. Compuware Hospital Customers
  19. 19. Compuware ‘Customer Command Service Center’Providing end-to-end visibility of data service quality  Single view of service quality across the delivery chain  Proactive notification of customer impacting failures across the delivery chain  Measures service quality from the end-user perspective  Open access allows for shared visibility and communication  Enables service managers to perform trusted first-line analysis  Provides drill-down capabilities for business impact and fault identification 19
  20. 20. Gartner Positions Compuware as a Leader in APM Magic Quadrant Gartner, Inc. Magic Quadrant for Application Performance Monitoring Sept 19, 2011 Will Cappelli, Jonah Kowall .This Magic Quadrant graphic was published byGartner, Inc. as part of a larger research note andshould be evaluated in the context of the entire report.The Gartner report is available upon request fromCompuware. The Magic Quadrant is copyrighted 19September 2011 by Gartner, Inc. and is reused withpermission. The Magic Quadrant is a graphicalrepresentation of a marketplace at and for a specifictime period. It depicts Gartners analysis of how certainvendors measure against criteria for thatmarketplace, as defined by Gartner. Gartner does notendorse any vendor, product or service depicted in theMagic Quadrant, and does not advise technology usersto select only those vendors placed in the "Leaders"quadrant. The Magic Quadrant is intended solely as aresearch tool, and is not meant to be a specific guide toaction. Gartner disclaims all warranties, express orimplied, with respect to this research, including anywarranties of merchantability or fitness for a particularpurpose.
  21. 21. Q&A Send questions via ‘chat’ More information: Contact me: larry.angeli@compuware.com Web site: www.compuware.com Gartner MQ: http://www.gomez.com/gartner-positions-compuware-in- leaders-quadrant-for-application-performance-monitoring/2 Minute Explainer: http://www.youtube.com/watch?v=nnsr6pMpokc21
  22. 22. 22 © 2011 Compuware Corporation — All Rights Reserved

×