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HIPAA Compliant 
Smart Communications 
Cutting Costs and Readmissions with Better 
Clinical Collaboration and Patient Enga...
Agenda 
•Introductions 
•Smart Communications Platform 
–Clinical Collaboration 
–Mass Notification 
–Patient Engagement 
...
Connexient & Mutare 
•In Depth Healthcare Experience 
–Clinical Collaboration 
–Mass Notification 
–Patient Engagement 
–D...
Healthcare Client Community
Smart Communication Platform
API Integration 
Clinical Collaboration 
Auto Alerting 
Mass Notification 
Medication Appointment Reminders 
Workflow Opti...
HIPAA Compliant Clinical Collaboration 
Vital Link Smartphone Client 
Vital Link Secure Browser
Clinical Collaboration 
•Secure, Closed Loop, Fast 
•Message Between Smart Devices, Browsers and Nurse Call Systems 
•Hosp...
Browser and Smartphone
Message Example
Secure Message By Browser
Smartphone App Features 
•Android, iOS and Blackberry 
•HIPAA Compliant 
•Secure In Box 
•Chat Interface 3.0 
•Delivery an...
Mass/Group Notification 
•Emergency Notification 
•Crisis Communications 
•Personnel Recall 
•Shift Management 
•Medicatio...
Choose Who to Send
Choose What to Say
How to Send It
Type of Confirmation
Review and Send It
Patient Engagement 
The Power is the Platform!
Wayfinding Challenges 
•30% of first-time visitors and 15% of repeat visitors reported confusion 
•Average 2-4 minutes per...
Digital Wayfinding 
•“Airline” Check In 
•Digital Escort 
•Indoor and Outdoor Navigation 
•Parking Location 
•Proximity Al...
Is this your Patient Experience?
Integrated Wayfinding Model
“Airline Style" Patient Check-In Improving Patient Experience while Reducing Missed or Late Appointments 
EHR / CRM Integr...
Appointment Reminders 
•Typical medical missed appointment rate is 18% to 20% 
•Appointment reminders 24 hours in advance ...
Appointment Reminders – reduced missed appointments to improve revenue collection and outcomes 
•Epic integration, 84,000 ...
Surgical Waiting App 
Patient and Family Engagement –Surgery Waiting 
Companion engagement, patient in surgery 
Elimina...
Smartphone App Summary 
Clinical Collaboration 
•Pager Replacement 
•Enables Phone to Phone Communication 
•Multimedia Mes...
Summary 
•Single platform for clinical collaboration, group notification and patient engagement 
•Modular implementation 
...
HIPAA Compliant: Smart Communications
HIPAA Compliant: Smart Communications
HIPAA Compliant: Smart Communications
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HIPAA Compliant: Smart Communications

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Rich Quatrocchi, Vice President Marketing and Business Development, Mutare Software

Published in: Healthcare
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HIPAA Compliant: Smart Communications

  1. 1. HIPAA Compliant Smart Communications Cutting Costs and Readmissions with Better Clinical Collaboration and Patient Engagement
  2. 2. Agenda •Introductions •Smart Communications Platform –Clinical Collaboration –Mass Notification –Patient Engagement •Discussion •Wheel Spin
  3. 3. Connexient & Mutare •In Depth Healthcare Experience –Clinical Collaboration –Mass Notification –Patient Engagement –Digital Wayfinding •Mutare –Mutare - Providing Smart Communications for over 25 years. 1,300 Customers. Privately held. •Customers –Over 1,300 worldwide, growing fast –The easiest partner to work with –Customers rave about our support “Awesome! Thank you to everyone involved. I cannot repeat it enough, you guys are by far the best vendor any of us have ever dealt with.” John Harrison
  4. 4. Healthcare Client Community
  5. 5. Smart Communication Platform
  6. 6. API Integration Clinical Collaboration Auto Alerting Mass Notification Medication Appointment Reminders Workflow Optimization Way-Finding
  7. 7. HIPAA Compliant Clinical Collaboration Vital Link Smartphone Client Vital Link Secure Browser
  8. 8. Clinical Collaboration •Secure, Closed Loop, Fast •Message Between Smart Devices, Browsers and Nurse Call Systems •Hospital Pager Replacement –HIPAA Compliant –Supports Text, GPS and Pictures •Supports Database Synch and Manual Input •Uses Wi-Fi or Cellular Data •Message Queue for Guaranteed delivery
  9. 9. Browser and Smartphone
  10. 10. Message Example
  11. 11. Secure Message By Browser
  12. 12. Smartphone App Features •Android, iOS and Blackberry •HIPAA Compliant •Secure In Box •Chat Interface 3.0 •Delivery and Read Confirmation •Toggle Available / Unavailable •Escalation •Lock •Remote Wipe •Customizable Alert Sounds
  13. 13. Mass/Group Notification •Emergency Notification •Crisis Communications •Personnel Recall •Shift Management •Medication Orders •Code Calls •Evacuate/Shelter In Place •Multi-Channel Broadcast Support
  14. 14. Choose Who to Send
  15. 15. Choose What to Say
  16. 16. How to Send It
  17. 17. Type of Confirmation
  18. 18. Review and Send It
  19. 19. Patient Engagement The Power is the Platform!
  20. 20. Wayfinding Challenges •30% of first-time visitors and 15% of repeat visitors reported confusion •Average 2-4 minutes per interaction of staff time to provide directions to lost individuals •25% of staff members cannot find some destination within the hospital •28% reported creating their own workarounds to compensate for the weaknesses of the existing way-finding system •40% reported idle staff when patients are late Mark VanderKlipp, "Sign of the Times," Medical Construction and Design September/October 2011 issue
  21. 21. Digital Wayfinding •“Airline” Check In •Digital Escort •Indoor and Outdoor Navigation •Parking Location •Proximity Alerts
  22. 22. Is this your Patient Experience?
  23. 23. Integrated Wayfinding Model
  24. 24. “Airline Style" Patient Check-In Improving Patient Experience while Reducing Missed or Late Appointments EHR / CRM Integration for Appointment Reminder Patient receives outdoor navigation to hospital and parking location Patient receives appointment reminder X hours before appointment WORKFLOW Business Problem Highlights Benefits ▪Patient Missed Appointments ▪Patient On-Time to Appointments ▪Wasted Staff Time/Efforts ▪Long Patient Wait Times ▪Poor Patient Experience ▪Decreased Patient Appointment No- Shows ▪Increased Appointment On-Time Start Rates ▪Optimization of Care Team and Physician utilization ▪Better Patient Queue Management ▪Improved Patient Experience Welcome Screen and e-Checkin ▪Appointment Reminder Notification prior to visit sent to mobile device ▪Navigation from home to parking garage ▪Indoor Wayfinding: from parking location to and from appointment destination ▪Patient Auto Check-in ▪Care Team Notification ▪Analytics 2 Patient receives wayfinding from parking location to/from appointment Care Team notified of patient arrival
  25. 25. Appointment Reminders •Typical medical missed appointment rate is 18% to 20% •Appointment reminders 24 hours in advance are proven to reduce that by 30% •Using white labeled app, reminders are HIPAA compliant
  26. 26. Appointment Reminders – reduced missed appointments to improve revenue collection and outcomes •Epic integration, 84,000 ambulatory visits a month •Reduce the no-show rate, improve utilization •Capture lost revenue In development with Parkland: •Use the Epic Ambulatory interface to directly engage patients •Notify them of clinic delays to improve satisfaction Appointment Reminders
  27. 27. Surgical Waiting App Patient and Family Engagement –Surgery Waiting Companion engagement, patient in surgery Eliminate antiquated “coaster pagers” Patient and family satisfaction Differentiate Christ Hospital from their regional competitors Updates are sent by text message to phone
  28. 28. Smartphone App Summary Clinical Collaboration •Pager Replacement •Enables Phone to Phone Communication •Multimedia Messaging •Fully Secure and HIPAA Compliant •Syncs to Active Directory or Other Database Patient Engagement •Supports Way-Finding •Fully Secure and HIPAA Compliant •Supports Auto Reminders with Reply •Supports Secure Chat with Medical Contact Center •Hospital Branded
  29. 29. Summary •Single platform for clinical collaboration, group notification and patient engagement •Modular implementation •Pay for what you use •Simple set up •Cloud based •HIPAA Compliant •Supports unsecure voice, SMS, IM, RSS and Social networks •Supports all devices and includes IVR functionality •Inexpensive

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