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Wellness Through Workflow: How Workflow Contributes to a Better Patient Experience in Healthcare

Delivering an exceptional patient experience in modern healthcare environments is more critical than ever, and the number of opportunities to deliver it has increased exponentially. Modern patient experience extends far beyond traditional bedside manner, and now encompasses the sum of all interactions that influence patient perceptions across the continuum of care.

To view the recorded webinar, visit: http://www.telmediq.com/webinar-wellbeing-and-workflow/

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Wellness Through Workflow: How Workflow Contributes to a Better Patient Experience in Healthcare

  1. 1. @wareFLO #POWHIThttp://ehr.bz/blabworkflow A TelmedIQ Webinar Presentation: Wellness Through Workflow: Structured Messaging Contributes to Better Patient Experience [The Webinar Will Begin Shortly]
  2. 2. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Webinar Housekeeping
  3. 3. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Outline • Who Am I? • The System Behind The Smiles • Patient Experience and Workflow • Healthcare’s Workflow Wall • How Can Structured Messaging Help? • Wrap-up & Synthesis
  4. 4. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Charles Webster, MD, MSIE, MSIS • Degrees – Medicine – Industrial Engineering – Intelligent Systems (Medical Informatics) – Accountancy (premed) • 1st undergrad medical informatics program • CMIO for EHR vendor for decade+ • Helped three medical practices win first three consecutive HIMSS Davies Awards
  5. 5. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Hear “Workflow”? Tweet @wareFLO
  6. 6. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Hear “Workflow”? Tweet @wareFLO
  7. 7. @wareFLO #POWHIThttp://ehr.bz/blabworkflow People & Organizations Fixing Workflow with Health IT
  8. 8. @wareFLO #POWHIThttp://ehr.bz/blabworkflow People & Organizations Fixing Workflow with Health IT #POWHIT
  9. 9. @wareFLO #POWHIThttp://ehr.bz/blabworkflow People & Organizations Fixing Workflow with Health IT #POWHIT
  10. 10. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Blab
  11. 11. @wareFLO #POWHIThttp://ehr.bz/blabworkflow The System Behind The Smiles
  12. 12. @wareFLO #POWHIThttp://ehr.bz/blabworkflow “What’s needed in restaurants, car dealerships, department stores, and every place else is systems — not just smiles — that guarantee good service. Every business is composed of systems. Those systems must work together to create a process that is efficient and responsive to a customer’s wants.”
  13. 13. @wareFLO #POWHIThttp://ehr.bz/blabworkflow “The Systems Behind The Smiles”
  14. 14. @wareFLO #POWHIThttp://ehr.bz/blabworkflow “The Systems Behind The Smiles” 40%-60%
  15. 15. @wareFLO #POWHIThttp://ehr.bz/blabworkflow “The Systems Behind The Smiles”
  16. 16. @wareFLO #POWHIThttp://ehr.bz/blabworkflow “The Systems Behind The Smiles” 40%-60%
  17. 17. @wareFLO #POWHIThttp://ehr.bz/blabworkflow The Workflow Behind The Smiles
  18. 18. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Patient Experience "The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.” http://www.theberylinstitute.org/? page=definingpatientexp
  19. 19. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Patient Experience (The Smiles) "The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.” http://www.theberylinstitute.org/? page=definingpatientexp Vision Values Recognize Understand Remember
  20. 20. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Patient Experience (The Systems) "The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.” http://www.theberylinstitute.org/? page=definingpatientexp
  21. 21. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Interactions & Continuum (The System) The orchestrated touch-points of people, processes, policies, communications, actions, and environment ... Before, during and after the delivery of care http://www.theberylinstitute.org/? page=definingpatientexp
  22. 22. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Orchestration & Choreography • Two important terms from workflow tech • Orchestration implies central workflow conductor • Choreography implies distributed workflow control, more like a jazz ensemble • Modern workflow systems are hybrids
  23. 23. @wareFLO #POWHIThttp://ehr.bz/blabworkflow
  24. 24. @wareFLO #POWHIThttp://ehr.bz/blabworkflow
  25. 25. @wareFLO #POWHIThttp://ehr.bz/blabworkflow W orkflow Technology (Process-Aware Info System s)
  26. 26. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Secure Structured M essaging
  27. 27. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Interruption Statistics • 50% of all healthcare errors are slips and lapses, such as not executing intended but interrupted actions • 43% of interruptions affect care tasks • ~50% of pages to physicians interrupt direct patient care • 42% of pages are non-urgent
  28. 28. @wareFLO #POWHIThttp://ehr.bz/blabworkflow The Workflow Prescription
  29. 29. @wareFLO #POWHIThttp://ehr.bz/blabworkflow What Is Workflow? A series of steps, consuming resources, achieving a goal.
  30. 30. @wareFLO #POWHIThttp://ehr.bz/blabworkflow What is Workflow • Series of steps/tasks/activities • Consuming resources/costs (HC system & patient’s money, attention, time) • Achieving goal(s)/benefits • “Process” and “workflow” usually (not always) synonymous
  31. 31. @wareFLO #POWHIThttp://ehr.bz/blabworkflow What is Workflow Technology? • Generally? – Any technology facilitating workflow… • Narrowly? – Executable models of work or workflow – Consultable (by computer or human) – Often visually represented • Workflow diagrams • Calendars & rules • Dynamic checklists
  32. 32. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Workflow Tech vs Info Tech • Info tech “affects” workflow –Influences workflow (+ or -) • Workflow tech “effects” workflow –Drives workflow (+) • IT “hardcodes” workflow • WT “softcodes” workflow
  33. 33. @wareFLO #POWHIThttp://ehr.bz/blabworkflow What Is Structured Messaging? • Pre-build message structure • Sent securely over Internet • Structured messages occur in workflows • Repeating same structures leads to familiarity • Familiarity leads to speed & accuracy • Structured data & workflow facilitates automation via workflow technology
  34. 34. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging (Calendar) • Forms (and therefore data, recognition faster than retrieval memory) • Calendar (shared mental model shared with workflow engine) • Rules (proactive intelligence re routing & escalation)
  35. 35. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging (Calendar) “softcoded” user interface & workflow Calendar Rules Forms Shared mental/ machine model
  36. 36. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging & Workflow Automatic Workflow engine drives workflows without requiring manual human intervention (tho can be overridden)
  37. 37. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging & Workflow Automatic Workflow engine drives workflows without requiring manual human intervention (tho can be overridden) Transparent Workflow engine tracks task status, which can be displayed to human users, supervisors & administrators
  38. 38. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging & Workflow Automatic Workflow engine drives workflows without requiring manual human intervention (tho can be overridden) Transparent Workflow engine tracks task status, which can be displayed to human users, supervisors & administrators Interruptions!
  39. 39. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging & Workflow Automatic Workflow engine drives workflows without requiring manual human intervention (tho can be overridden) Transparent Workflow engine tracks task status, which can be displayed to human supervisors & administrators Flexible Workflow engine does what workflow rules tell it to do, workflow rules are “softcoded” therefore easy to change
  40. 40. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging & Workflow Automatic Workflow engine drives workflows without requiring manual human intervention (tho can be overridden) Transparent Workflow engine tracks task status, which can be displayed to human supervisors & administrators Flexible Workflow engine does what workflow rules tell it to do, workflow rules are “softcoded” therefore easy to change Improvable Time-stamped task status data can be used to find, eliminate bottlenecks & rework, improving cycle time and consistency
  41. 41. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Value-Add Ons… • Multimedia (text, voice, images) • Converting between voice & text • EHR integration • HIPAA compliance (of course!) • Cross-platform (mobile, desktop) • Intelligent message routing & escalation
  42. 42. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Thought Experiment What if we had automated workflow first, instead of data?
  43. 43. @wareFLO #POWHIThttp://ehr.bz/blabworkflow
  44. 44. How Do We Get To This? Data (resources/costs) Goals/Benefits End Start @wareFLO #POWHIT
  45. 45. We Can Add Data To Workflow Data (resources/costs) Goals/Benefits End @wareFLO #POWHIT
  46. 46. We Can Add Data To Workflow Data (resources/costs) Goals/Benefits End @wareFLO #POWHIT
  47. 47. We Can Add Data To Workflow Data (resources/costs) Goals/Benefits End @wareFLO #POWHIT
  48. 48. We Can Add Data To Workflow Data (resources/costs) Goals/Benefits End Start @wareFLO #POWHIT
  49. 49. We Can Add Workflow To Data Data (resources/costs) Goals/Benefits @wareFLO #POWHIT
  50. 50. We Can Add Workflow To Data Data (resources/costs) Goals/Benefits @wareFLO #POWHIT
  51. 51. We Can Add Workflow To Data Data (resources/costs) Goals/Benefits End Start @wareFLO #POWHIT
  52. 52. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Which Order Makes Most Sense? • I’d argue adding data to workflow. • We’re stuck w/adding workflow to data • Need to extremely flexible workflow tech to existing data investments • Argument for structured messaging as a “platform”
  53. 53. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Experience & Engagement
  54. 54. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Effect of Technology
  55. 55. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Consumerization
  56. 56. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Workflow (including Messaging)
  57. 57. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Re-Integrating Data & Workflow MSIE, MSIS
  58. 58. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Re-Integrating Data & Workflow MSIE, MSIS DATAWORKFLOW
  59. 59. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Re-Integrating Data & Workflow MSIE, MSIS DATA EHR Health IT Medical Informatics WORKFLOW TQM Six Sigma, Lean Process Improvement
  60. 60. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Re-Integrating Data & Workflow MSIE, MSIS DATA EHR Health IT Medical Informatics WORKFLOW TQM Six Sigma, Lean Process Improvement Workflow Technology Process-Aware Info Systems
  61. 61. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Re-Integrating Data & Workflow MSIE, MSIS DATA EHR Health IT Medical Informatics WORKFLOW TQM Six Sigma, Lean Process Improvement Structured Messaging
  62. 62. Wellness & Workflow • State of being in good physical and mental health • Series of steps, consuming resources, achieving a goal Resources/Costs Goals/Benefits Sickness Wellness @wareFLO #POWHIT
  63. 63. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Blab
  64. 64. @wareFLO #POWHIThttp://ehr.bz/blabworkflow In Closing… • Thank you! • Questions/Comments • Tweet me at @wareFLO using #POWHIT • ChuckWebsterMD@gmail.com • Join Blab on Workflow & Patient Experience – Top of the hour – http://ehr.bz/blabworkflow – Chrome or Firefox browsers
  65. 65. @wareFLO #POWHIThttp://ehr.bz/blabworkflow About CGH Medical Center 100 Bed Acute Care Facility 140+ Physicians/ 1400 Staff 140+ Physicians
  66. 66. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Structured Messaging + Workflows at CGH Existing Patient New Patient Admissions On-Call Physician • Over 10+ messages types that get automatically triaged • Communication around recurring events are now highly streamlined (ex. Radiology orders) • A more reliable system than using phones and voice messages
  67. 67. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Message Types and Getting the Right Communications Data The Benefits of Workflow and Structure •Regimenting communications data •Critical information for specific events is now required •Communication issues such as patient handoffs are now more reliable
  68. 68. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Making Communications More Intelligent
  69. 69. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Q&A
  70. 70. @wareFLO #POWHIThttp://ehr.bz/blabworkflow Thank You for Attending Visit www.TelmedIQ.com to learn more Or contact us directly at: p. 1.888.364.9305 e. sales@telmediq.com to receive a free demo of our solutions.

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