HIMSS Final V3.0

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Presentation at Midwest HIMSS conference, Fall 2008

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HIMSS Final V3.0

  1. 1. Setting Healthcare IT Strategy in a Web 2.0 World October 23, 2008 Presentation to Midwest HIMSS David Oakley, Florida Hospital Marc Danziger, The Revere Group © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  2. 2. Actually, There IS a Web 3.0 • It’s about using “the semantic web” to structure information • You have to have Web 2.0 first • So we’re going to talk about Web 2.0 today, and that will open opportunities for learning about and using Web 3.0 • See! It wasn’t a typo – it’s a future learning opportunity! © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 2
  3. 3. Intro • In late 2007 Florida Hospital hired The Revere Group to assist in their portal strategy and requirements • This is what we both learned © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  4. 4. Speakers • David Oakley • Marc Danziger © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  5. 5. David Oakley Bio • Manager or eHealth Strategies at Florida Hospital • Marketing with IT “in-the-blood” • Launched several award winning websites for Florida Hospital including GlobalRoboticsInstitute.com and DisneyChildrens.com © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  6. 6. Marc Danziger Bio • Revere’s National Competency Leader for Social Media and Web 2.0 • Involved in online systems since 1993, when he founded a BBS-based commercial real estate system • Has worked and consulted for pioneering Internet firms including CarsDirect.com and Physicians Online. • Has cofounded four startups, two of which currently are active and profitable – Pajamas Media and ExposureManager.com • Has advised clients including Fast Company and Inc. magazines, Manpower, Florida Hospitals, NBC- Universal, United Health, and Veterinary Pet Insurance on social media strategy and implementation © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  7. 7. Who is Florida Hospital? ๏ Faith/Mission Based ๏ Services ๏ 2,100 Beds ๏ 8 Orlando Campuses,18 Urgent Care Centers, Health Plan, Home Health, Ancillary Services ๏ 1,000,000 Patients Served ๏ 107,000 IP ๏ 350,000 ED ๏ Clinical Initiatives ๏ Global Robotics Institute ๏ Disney Children’s ๏ New Heart Tower ๏ Diabetes - With Biotech ๏ Advanced Surgical Launch © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 7 6
  8. 8. Where Are We Today? Legacy Apps Ormis USA © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 11
  9. 9. Patient Experience © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 12
  10. 10. Marketing ๏ Shift in Marketing and Media Communication ๏ Opportunity to be on Leading Edge ๏ Affinity and Loyalty © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 13
  11. 11. The Magic Quadrant Del.icio.us Links Wellness Ephemeral / Community Public Blogs Data Type Scheduling PWR Critical/ HIE Cerner Private n e Op / Level of Control d ow se L lo /C gh i H © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  12. 12. What the heck do we mean “Web 2.0?” • Web 2.0 is considered to be the second strategic direction for the web – Web 1.0 was about distributing content and enabling transactions on the web – Web 2.0 is about moving from using the web as a megaphone toward using it as a telephone © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  13. 13. How does that work? • Traditional Media: “You pay, I talk, you listen.” • Interactive Media: “Let’s you and I talk.” • Social Media: “You all talk to each other.” © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  14. 14. Where can we go see it? • Google • Blogs • Facebook • Twitter • YouTube • Digg • Del.icio.us © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  15. 15. Why does it matter? • Your customers and employees have been talking back forever, but you could ignore them – and you probably were • Now they have almost as big a megaphone as you do – and you can’t ignore them any more • Here’s a story... © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  16. 16. June 2005 • Blogger Jeff Jarvis (disclosure: friend of mine) buys a Dell computer, and has some problems • Dell customer service is – unhelpful • Jeff starts blogging about ‘Dell Hell’ © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  17. 17. November 2005: • Jeff’s blog post has been cited by Business Week, NY Times, PC World, the Guardian UK, Adweek, and other mainstream media • Dell’s reaction? It shuts down its message boards and issues press releases • The market’s reaction? Dell 29.24, HP 28.79 • Dell lost ~$36 Billion in market capitalization © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  18. 18. What did Dell do then? • Dell got smart • Reopened message boards • Started a corporate blog, took its licks and converted a number of its critics to allies • Decided to start listening to its customers, and with Salesforce.com, launched ‘Ideastorm’ a Digg-like rating tool that let customers suggest ideas and vote on the ideas suggested © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  19. 19. The most popular idea? • Linux notebooks • Today, you can buy Ubuntu (Linux) notebooks from Dell • Takeaway? Dell is talking to, and listening to, its customers © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  20. 20. Why did Dell get in trouble? • Because they didn’t know what their customers thought of them • They talked ‘at’ their customers, they didn’t converse ‘with’ them • So when the customers tried to tell them they were unhappy, they had no way of knowing • Until… © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  21. 21. Conversation is the Heart of Web 2.0 • Technology and organization that facilitates: –Business conversing with customers –Bosses conversing with employee –Leaders conversing with followers © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  22. 22. 3 ‘legs’ of Web 2.0 • Technology • Communication • Organization © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  23. 23. Web 2.0 Technology • Systems ‘accrete’ – grow organically • No system is an island – value through sharing • Data as value, not data manipulation – own the data © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  24. 24. Web 2.0 Communication • Peer 2 Peer • Personal – not corporate • Immediate – not polished • Persistent, searchable, indexable © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  25. 25. Web 2.0 Organization Model “The A Team” © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  26. 26. Operaticonal Detachment Alpha – a Special Forces ‘A team’ • Non hierarchical – High levels of trust and conversation within the team – anticipation, improvisation, responsive to changing conditions – High levels of trust of the team by leadership – directed by goals, not tasks – Short OODA (Observe-Orient-Decide-Act) loops • Works in the context of a traditional organization – …but pushes power to the edges – to the people facing problems – …but releases team members from tight levels of top-down control “In command and out of control” – Col. Paul Van Riper © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  27. 27. Health 2.0 • The hyperinformed patient • Extending care past the office/ hospital room walls by connecting patients to caregivers and caregiving information • Improving patient care by improving transparency © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  28. 28. How Could Web 2.0 Concepts, Features & Tools Be Applied to you? • Strategic direction – lightweight business models and rapid evolution in response to patient and stakeholder preferences • Strategic direction – opening content to patients and stakeholders, rather than tightly controlling it • Technical direction – lightweight tools and services as the primary deliverables • Challenge – maintaining brand identity and regulatory compliance in an environment where tight control is not possible. Institutional limits on how far healthcare companies can go © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  29. 29. Web 2.0 as a Methodology and Software and as Business Design Philosophy © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 33
  30. 30. 3 Common Fatal Missteps • Don’t make it someone’s job • Assume you can just buy tools and it will happen • Don’t align the 2.0 implementation strategy – in branding, technology, marketing – with corporate strategy © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  31. 31. The Magic Quadrant Reprise Del.icio.us Links Wellness Ephemeral / Community Public Blogs Data Type Scheduling PWR Critical/ HIE Cerner Private n e Op / Level of Control d ow se L lo /C gh i H © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  32. 32. Interactive: What is your institution looking to do in social media? © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 36
  33. 33. The challenges of setting a strategic direction in Healthcare IT with Web 2.0 • Healthcare is highly regulated Healthcare is highly regulated • Healthcare management is multipolar © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  34. 34. Healthcare Web Technology and Web 2.0 • Most major healthcare system providers are providing some web access to their systems, and some (Epic, McKesson) are moving toward creating patient portals • This offers one direction to providing outside web access to patients • What are the pros and cons of this? © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 38
  35. 35. Managing the interfaces between legacy systems and Web 2.0 systems • Healthcare is deeply enmeshed in legacy technology • And facing the need to change dramatically • Can Web 2.0 help? © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  36. 36. One Concept of How it Might Public Internet Portals (Loosely Coupled) Scheduling API Demographic API Clinical API Data Translation Layer (Tightly Coupled) Custom Connectors Legacy Transactional Applications © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  37. 37. What was the Project that FHS and Revere Did Together © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 41
  38. 38. Florida Hospital Ask • Define & align requirements for an Enterprise Portal solution – Understand future state operating model – Identify functions that can be enabled with information technology, including the Web 2.0 © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  39. 39. Project Methodology  What are the uniquely important business functions across Florida Hospital? Requirement  How might those functions be enabled with information technology, including the s web? And with what benefit? Definition Key Activities Key Outcomes  Conduct interviews and observe current state operations (2-4 hrs  Working Inventory of Key Requirements each x 16)  Facilitate a series of up to 6-7 focus groups (up to 1/2 day each)  Preliminary mapping of among clusters of the constituent groups. Goal is to understand requirements to technology & current operations at a high level, planned changes and market available components opportunities for improvement in related areas  Synthesize major processes drivers of each business unit and identify technology enablers including portal functionality  Facilitate a work session (Clarity 1) with the senior leadership and Duration the Portal Steering Committee to summarize and validate the 6-7 weeks, beginning November 1 uniquely important enterprise portal requirements (common needs and those unique to business units) © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  40. 40. PROLOGUE: Ann’s private home page… Ann’s homepage allows her to keep track of her DISCUSSION personal information and communicate with FORUMS members with similar conditions. It also gives Ann can schedule her access to useful programs the hospital may appointments and pre-register be offering for her condition. She is able to make through her home page. When TARGETTED all of her donationa online as she pleases. she registers, she is emailed a FOUNDATION map of how to get there and any COMMUNICATION pre-appointment directions. There is an estimate of the cost of this appointment to her after taking into consideration how her health plan with reimburse. EXERCISE PROGRAM PERSONAL HEALTH RECORD Ann can access her secure TARGETED TARGETTED medical information as well as ADVERTISING MARKETING the information about her family COMMUNICATION that she is authorized to view. She also gets refill and appointment reminders. Ann’s caregivers have access to her Personal Health Record and can check on the status of her exercise program to ensure she is on the right track. They also have the ability to communicate with her via secure messaging. Ann’s Health Provider team has access to her medical information and also gets alerted if any appointments are overdue or when test results come in. Diagrams modified from Microsoft Health Vault © 2008—The Revere Group, an NTT Data Company. All rights reserved. This 2008—The Revere Group, anconfidential information and is being reserved.solely for client evaluation purposes. © proposal contains proprietary and NTT Data Company. All rights submitted
  41. 41. How Florida Hospital Is Applying the Project © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  42. 42. Florida Hospital Vision Singular Vision - Executive Leadership • Combine Consumer Generated, Editorial, and Clinical Content • Foster Ownership / Motivate Engagement / Nurture Loyalty • Web 2.0 and beyond © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  43. 43. myFloridaHospital © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  44. 44. Integration into Current Sites © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  45. 45. Personal Page Development No Integration Integration Support Groups Bi-Directional Messaging Recommend Content Realtime Scheduling Content Bookmarks Bill Notification Share your Story Personal Health Record Community Calendar Physician Directory Creation Health Devotional ER Wait Times Bookmark Content Physician Pages Forum Posts Recommend a Physician Games Pharmacy eCommerce One-Way Messaging DME eCommerce eCommerce Site Stickiness © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  46. 46. Joint Team • Tear Down Silos • Talk - Establish Your Vision • It Ain’t Easy – Cultural Differences – Language Barriers – Trust Building © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 51
  47. 47. Interactive Game © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes.
  48. 48. Platform Social Networking “Right Now” Projects Management Culture Strategy © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 53
  49. 49. Platform Social Networking “Right Now” Projects Management Culture Strategy © 2008—The Revere Group, an NTT Data Company. All rights reserved. This proposal contains proprietary and confidential information and is being submitted solely for client evaluation purposes. 54

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