The document discusses patient relationship management (PRM) and its benefits for healthcare providers. It outlines key healthcare trends driving the need for PRM, such as rising costs, patient choice, and emphasis on quality and satisfaction. PRM helps providers improve patient flow, outcomes and experience by facilitating communication across clinical systems. The presentation includes a case study of a UK healthcare provider that implemented PRM in phases to control patient interactions, interface with clinical systems, optimize resource use, and eventually enable chronic disease management.
Avado CEO Dave Chase's presentation to the Collaborative Health Consortium's weekly Pilots and Collaborations Webinar. Dave is doing some leading edge thinking on collaborative care.
A presentation given by Susan Jury & Andrew Kornberg at The Journey, CHA Conference 2012, in the 'Enhancing Outcomes Through Innovations in Technologies' stream.
Avado CEO Dave Chase's presentation to the Collaborative Health Consortium's weekly Pilots and Collaborations Webinar. Dave is doing some leading edge thinking on collaborative care.
A presentation given by Susan Jury & Andrew Kornberg at The Journey, CHA Conference 2012, in the 'Enhancing Outcomes Through Innovations in Technologies' stream.
Urgent and emergency care remains a high priority across the NHS as demand, length of stay and variation in practice continues to increase. NHS Improvement has worked with a number of acute hospital sites to understand the complexity of urgent and emergency care attendances, and admissions. “Making connections with the challenges of unscheduled care” shares the issues, the outcomes and identifies some tried and tested solutions that can ease the burden of unscheduled care
This document highlights the work being led by NHS Improvement to support the delivery of the National Cancer Survivorship Initiative (NCSI) vision for those living with and beyond cancer. This survivorship agenda is a priority which was outlined in the Cancer Reforms Strategy (2007) and Improving Outcomes: A Strategy For Cancer (2011)
(Published May 2011)
Health Care Customer Archetypes Innovating For Key Dimensions of Customer Nee...HumanCentered
Health Care Customer Archetypes
Innovating For Key Dimensions of
Customer Need, Want and Aspiration.
Michael Eckersley, MFA, PhD
Customer Needs Discovery & Innovation
Congress, Chicago, 13 June, 2007
Healthcare IT and Healthcare Services: The New Personalized Medicine Frontierthe Hartsook Letter
Presentation by LIsa Suennen co-founder and Managing Partner of Psilos from January 2012 presentation at the Personalized Medicine Conference Silicon Valley CA
Kamal Jethwani, MD, MPH
Corporate Manager - Research and Innovation
Partners Healthcare Center for Connected Health
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH, Corporate Manager – Research and Innovation, Partners Healthcare Center for Connected Health
Urgent and emergency care remains a high priority across the NHS as demand, length of stay and variation in practice continues to increase. NHS Improvement has worked with a number of acute hospital sites to understand the complexity of urgent and emergency care attendances, and admissions. “Making connections with the challenges of unscheduled care” shares the issues, the outcomes and identifies some tried and tested solutions that can ease the burden of unscheduled care
This document highlights the work being led by NHS Improvement to support the delivery of the National Cancer Survivorship Initiative (NCSI) vision for those living with and beyond cancer. This survivorship agenda is a priority which was outlined in the Cancer Reforms Strategy (2007) and Improving Outcomes: A Strategy For Cancer (2011)
(Published May 2011)
Health Care Customer Archetypes Innovating For Key Dimensions of Customer Nee...HumanCentered
Health Care Customer Archetypes
Innovating For Key Dimensions of
Customer Need, Want and Aspiration.
Michael Eckersley, MFA, PhD
Customer Needs Discovery & Innovation
Congress, Chicago, 13 June, 2007
Healthcare IT and Healthcare Services: The New Personalized Medicine Frontierthe Hartsook Letter
Presentation by LIsa Suennen co-founder and Managing Partner of Psilos from January 2012 presentation at the Personalized Medicine Conference Silicon Valley CA
Kamal Jethwani, MD, MPH
Corporate Manager - Research and Innovation
Partners Healthcare Center for Connected Health
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH, Corporate Manager – Research and Innovation, Partners Healthcare Center for Connected Health
During this BlueSpire TrendLab webinar, our healthcare marketing strategists focus on the importance of CRM/PRM systems and how they can positively impact all of your marketing efforts.
Other areas of emphasis included:
• The tides of change in healthcare marketing and how it’s affecting compliance.
• Why making the shift to one-to-one marketing can improve value of care, service line volumes and clinical outcomes.
• How to utilize data-driven strategies for targeted marketing efforts and demonstrate ROI in real-time.
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...Karl Schmitt
The Center for Medicare and Medicaid Services in the U.S. Department of Health and Human Services (HHS) is proposing to consolidate emergency preparedness requirements found in the Conditions of Participation (CoPs) for 17 provider and suppliers types under a single Emergency Preparedness Rule. The new rule will be a CoPs for each provider and supplier type outlined within.
Identity Management: Front and Center for Healthcare ProvidersAndrew Ames
In 2009, the HITECH Act introduced an added level of complexity and opportunity. Specifically, increased regulations and requirements with associated penalties (cost and risk avoidance factor) as well as the opportunity for government reimbursement is driving many Healthcare provider organizations with consider IAM as a strategic initiative.
Audit and Compliance – External auditors wanted to know:
• ‘Who has access to what?’
• ‘Who approved the request?’
• ‘Is the access correct?’
An Easy question but, with thousands of staff members and hundreds of applications, it as an overwhelming burden and one that’s nearly impossible is Healthcare Providers don’t take a strategic long-term approach, and consume the properly aligned technology.
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
There are bound to be times when your customer support team encounters a problem dealing with customers. You have no control over what customers say or do, but you do have control over how team members respond to questions or complaints in an efficient and productive way. With a combination of competent team members, well-written scripts and the right technology, your business can attract and retain happy and loyal customers.
Process maps (flowcharts) are one tool companies use to ensure team members know how to address customer support questions, escalate issues, and route calls. In this presentation, we begin with a process map given to employees working in a call center to screen job candidates. If you enjoy working with flowcharts, you’ll love this method to investigate your own customer service model. More process map templates are available for download at www.eqbsystems.com/shop. Thanks for watching!
2013 National Summit on Advanced Illness CareJon Broyles
On January 29 and 30, 2013 the Coalition to Transform Advanced Care (C-TAC) convened over 400 leaders -- from clinicians and policy makers to faith leaders and large employers -- to tackle one of America’s greatest challenges, breaking though the cultural, health system and policy barriers so that seriously ill people receive the right care at the right time and place.
About Marillac Clinic - Grand Junction, Colorado
Clinic Eligibility
• 200% of federal poverty level
• Mesa County residents
• Medical program serves
uninsured ages 18-64
• Dental program serves uninsured,
CHP+, and Medicaid.
These lecture slides, by Dr Sidra Arshad, offer a quick overview of physiological basis of a normal electrocardiogram.
Learning objectives:
1. Define an electrocardiogram (ECG) and electrocardiography
2. Describe how dipoles generated by the heart produce the waveforms of the ECG
3. Describe the components of a normal electrocardiogram of a typical bipolar leads (limb II)
4. Differentiate between intervals and segments
5. Enlist some common indications for obtaining an ECG
Study Resources:
1. Chapter 11, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 9, Human Physiology - From Cells to Systems, Lauralee Sherwood, 9th edition
3. Chapter 29, Ganong’s Review of Medical Physiology, 26th edition
4. Electrocardiogram, StatPearls - https://www.ncbi.nlm.nih.gov/books/NBK549803/
5. ECG in Medical Practice by ABM Abdullah, 4th edition
6. ECG Basics, http://www.nataliescasebook.com/tag/e-c-g-basics
Prix Galien International 2024 Forum ProgramLevi Shapiro
June 20, 2024, Prix Galien International and Jerusalem Ethics Forum in ROME. Detailed agenda including panels:
- ADVANCES IN CARDIOLOGY: A NEW PARADIGM IS COMING
- WOMEN’S HEALTH: FERTILITY PRESERVATION
- WHAT’S NEW IN THE TREATMENT OF INFECTIOUS,
ONCOLOGICAL AND INFLAMMATORY SKIN DISEASES?
- ARTIFICIAL INTELLIGENCE AND ETHICS
- GENE THERAPY
- BEYOND BORDERS: GLOBAL INITIATIVES FOR DEMOCRATIZING LIFE SCIENCE TECHNOLOGIES AND PROMOTING ACCESS TO HEALTHCARE
- ETHICAL CHALLENGES IN LIFE SCIENCES
- Prix Galien International Awards Ceremony
The prostate is an exocrine gland of the male mammalian reproductive system
It is a walnut-sized gland that forms part of the male reproductive system and is located in front of the rectum and just below the urinary bladder
Function is to store and secrete a clear, slightly alkaline fluid that constitutes 10-30% of the volume of the seminal fluid that along with the spermatozoa, constitutes semen
A healthy human prostate measures (4cm-vertical, by 3cm-horizontal, 2cm ant-post ).
It surrounds the urethra just below the urinary bladder. It has anterior, median, posterior and two lateral lobes
It’s work is regulated by androgens which are responsible for male sex characteristics
Generalised disease of the prostate due to hormonal derangement which leads to non malignant enlargement of the gland (increase in the number of epithelial cells and stromal tissue)to cause compression of the urethra leading to symptoms (LUTS
Knee anatomy and clinical tests 2024.pdfvimalpl1234
This includes all relevant anatomy and clinical tests compiled from standard textbooks, Campbell,netter etc..It is comprehensive and best suited for orthopaedicians and orthopaedic residents.
Recomendações da OMS sobre cuidados maternos e neonatais para uma experiência pós-natal positiva.
Em consonância com os ODS – Objetivos do Desenvolvimento Sustentável e a Estratégia Global para a Saúde das Mulheres, Crianças e Adolescentes, e aplicando uma abordagem baseada nos direitos humanos, os esforços de cuidados pós-natais devem expandir-se para além da cobertura e da simples sobrevivência, de modo a incluir cuidados de qualidade.
Estas diretrizes visam melhorar a qualidade dos cuidados pós-natais essenciais e de rotina prestados às mulheres e aos recém-nascidos, com o objetivo final de melhorar a saúde e o bem-estar materno e neonatal.
Uma “experiência pós-natal positiva” é um resultado importante para todas as mulheres que dão à luz e para os seus recém-nascidos, estabelecendo as bases para a melhoria da saúde e do bem-estar a curto e longo prazo. Uma experiência pós-natal positiva é definida como aquela em que as mulheres, pessoas que gestam, os recém-nascidos, os casais, os pais, os cuidadores e as famílias recebem informação consistente, garantia e apoio de profissionais de saúde motivados; e onde um sistema de saúde flexível e com recursos reconheça as necessidades das mulheres e dos bebês e respeite o seu contexto cultural.
Estas diretrizes consolidadas apresentam algumas recomendações novas e já bem fundamentadas sobre cuidados pós-natais de rotina para mulheres e neonatos que recebem cuidados no pós-parto em unidades de saúde ou na comunidade, independentemente dos recursos disponíveis.
É fornecido um conjunto abrangente de recomendações para cuidados durante o período puerperal, com ênfase nos cuidados essenciais que todas as mulheres e recém-nascidos devem receber, e com a devida atenção à qualidade dos cuidados; isto é, a entrega e a experiência do cuidado recebido. Estas diretrizes atualizam e ampliam as recomendações da OMS de 2014 sobre cuidados pós-natais da mãe e do recém-nascido e complementam as atuais diretrizes da OMS sobre a gestão de complicações pós-natais.
O estabelecimento da amamentação e o manejo das principais intercorrências é contemplada.
Recomendamos muito.
Vamos discutir essas recomendações no nosso curso de pós-graduação em Aleitamento no Instituto Ciclos.
Esta publicação só está disponível em inglês até o momento.
Prof. Marcus Renato de Carvalho
www.agostodourado.com
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdfAnujkumaranit
Artificial intelligence (AI) refers to the simulation of human intelligence processes by machines, especially computer systems. It encompasses tasks such as learning, reasoning, problem-solving, perception, and language understanding. AI technologies are revolutionizing various fields, from healthcare to finance, by enabling machines to perform tasks that typically require human intelligence.
Couples presenting to the infertility clinic- Do they really have infertility...Sujoy Dasgupta
Dr Sujoy Dasgupta presented the study on "Couples presenting to the infertility clinic- Do they really have infertility? – The unexplored stories of non-consummation" in the 13th Congress of the Asia Pacific Initiative on Reproduction (ASPIRE 2024) at Manila on 24 May, 2024.
- Video recording of this lecture in English language: https://youtu.be/lK81BzxMqdo
- Video recording of this lecture in Arabic language: https://youtu.be/Ve4P0COk9OI
- Link to download the book free: https://nephrotube.blogspot.com/p/nephrotube-nephrology-books.html
- Link to NephroTube website: www.NephroTube.com
- Link to NephroTube social media accounts: https://nephrotube.blogspot.com/p/join-nephrotube-on-social-media.html
Acute scrotum is a general term referring to an emergency condition affecting the contents or the wall of the scrotum.
There are a number of conditions that present acutely, predominantly with pain and/or swelling
A careful and detailed history and examination, and in some cases, investigations allow differentiation between these diagnoses. A prompt diagnosis is essential as the patient may require urgent surgical intervention
Testicular torsion refers to twisting of the spermatic cord, causing ischaemia of the testicle.
Testicular torsion results from inadequate fixation of the testis to the tunica vaginalis producing ischemia from reduced arterial inflow and venous outflow obstruction.
The prevalence of testicular torsion in adult patients hospitalized with acute scrotal pain is approximately 25 to 50 percent
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...VarunMahajani
Disruption of blood supply to lung alveoli due to blockage of one or more pulmonary blood vessels is called as Pulmonary thromboembolism. In this presentation we will discuss its causes, types and its management in depth.
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...
Patient Relationship Management Turkey V1
1. Patient Relationship Management
David Hancock – Director, Oracle Healthcare and Life Sciences Industry Business
Unit
Oracle Proprietary & Confidential
2. Agenda
• Healthcare Trends and Challenges for
Healthcare Providers
• PRM Proposition For Healthcare Providers
• Case Study
• Conclusion
Oracle Proprietary & Confidential
3. Agenda
• Healthcare Trends and Challenges for
Healthcare Providers
• PRM Proposition For Healthcare Providers
• Case Study
• Conclusion
Oracle Proprietary & Confidential
4. Growing Healthcare Expenditure
• Healthcare expenditure is growing due to:
• Rapid advances in medical technology
• Rising Public Expectations – especially around Quality of Life
• Deliberate policy in some countries as previous cost containment
had strained healthcare systems
• Population Ageing
• With Healthcare Expenditure growing up to 1.5 – 2.5
times faster than GDP this cannot continue.
Oracle Proprietary & Confidential
5. Strategies for Controlling Costs that
Affect Healthcare Providers
1. Payment per Case – DRG’s (Diagnosis Related
Groups)
• More financial risk moved down to the Provider
• Provider has more to gain, especially if they can attract more
Patients to maximise utilisation of their capacity and
resources
2. Patient Choice
• Patients can choose which Healthcare Provider they have to
provide their treatment.
• What factors would determine which Provider you would
chose?
Oracle Proprietary & Confidential
6. Strategies for Controlling Costs that
Affect Healthcare Providers
3. Improving Quality of Treatment
• Governments and Healthcare Insurance Companies are
disallowing payments when Patients are re-admitted
following discharge
4. Healthcare Organisations being measured on
Patient Satisfaction
• As part of a regulatory process, healthcare organisations are
measured on satisfaction of patients who use their services
5. Improved Patient Empowerment to manage their
own and their dependants conditions
• Especially as healthcare moves from episodic to chronic
care
Oracle Proprietary & Confidential
7. Relationship between Cost and QoL
100% Home Care
Healthy Community
Independent Living Clinic
Chronic
Doctor’s
Disease Mgt
Office
Quality Residential Care
Acute Care
of Life
Assisted Specialty
Living Clinic
Skilled Nursing Community
Facility Hospital
ICU
0%
$1 $10 $100 $1,000 $10,000
Cost of Care/Day
Oracle Proprietary & Confidential Source: Intel Corp 2006
8. Managing and Supporting the Patient Flow
Improving the Patient Experience and Quality of Life
Pushing Consumer Monitoring
to Waiting Room Attracting Patients
BIG ISSUE BIG ISSUE BIG ISSUE
“I should talk “Which Provider “I know when my condition is
to my Dr.” should I Choose?” getting better/worse”
Patient Patient
Unaware Aware Get Patient is Patient is
Visits HC Dis-
patient patient Treatment Compliant Stable
Profsnal charged
“I may be at “I am prepared for “I am happy
risk…” my appointment” “It is important I with my Quality
take my of Life”
medication and
Consumer Wasted follow treatment Meeting ALL of
Awareness Appointments the Patients’
plan”
Needs
BIG ISSUE BIG ISSUE Adherence
BIG ISSUE
BIG ISSUE
Oracle Proprietary & Confidential
9. PRM Focus on Patient Flow
Velocity Down the Flow Keep Patient Here
Patient Patient
Unaware Aware Get Patient is Patient is
Visits HC Dis-
patient patient Treatment Compliant Stable
Profsnal charged
• Identifying, Stratifying and Targeting Patients • Improving the Dischcarge
• Attracting Patients Process
• Improvement in Administrative Processes • Adherence
• to improve utilisation of resources • Patient Monitoring
• to help Patients get treatment • Supporting Patient Behaviour
• to improve patient experience Modification
• Making interventions
Focus is on Access, Resource Focus is on Outcome,
Utilisation and Attracting Patients Experience and Quality of Life
Oracle Proprietary & Confidential
10. Agenda
• Healthcare Trends and Challenges for
Healthcare Providers
• PRM Proposition For Healthcare Providers
• Case Study
• Conclusion
Oracle Proprietary & Confidential
11. How does this Relate to Clinical
Systems in a Provider?
PRM Discharge and Post-Discharge
PRM Pre-Admission and Admission
CPOE
Nursing/Ward
ADT
System
ADT
Pharmacy
Surgery
Oracle Proprietary & Confidential
12. Technology Roadmap Cholesterol
Monitor
Blood Pressure
•Dashboards Monitor
Agent (Telecarer) •Analytic Apps
Interaction Channels Assisted
Web/Portal
Business WWW Pedometer
Phone Intelligence
Email
• Patient Info • Results Captured
Training • Case Info Glucose
from Self Care Sensor
• Determinations
Web
Conference
Digital Plaster
Web 2,0 Clinical WWW
Systems
Smart
Phone Home Hub
Appliance
Access and Utilisation and Attracting Patients Medication
Tracker
Outcome
Quality of Life
Oracle Proprietary & Confidential
13. Siebel Healthcare in EMEA
SALES/ACCOUNT
MANAGEMENT
BROKER/AGENT
MANAGEMENT
CALL CENTER
PROVIDER/CARE
DELIVERY CALL
CENTERS
PORTALS
BUSINESS
INTELLIGENCE
Oracle Proprietary & Confidential
14. Andalusian
Health
System Public
Andalusian Public Administration
Health Sytem
7.975.672 inhabitants
38 370 80,629
8
Hospitals Primary Care Professionals
Ambulancy &
Health Centres Transp Centres
Oracle Proprietary & Confidential
15. Main Services
SMS Campaign
24 * 7
Booking services for 370
1. Expected Pollen Levels
Primary Healthcare Centers
2. Flu Vaccination Campaign
3. Heat Wave advice
Hospital waiting list management
4. Antibiotics information
Hospital Discharge Follow-up 24
saludandalucía
hrs
Medical advice
1. Pediatric advice
2. Teenagers and sexuality
Living Will Registry Mgt 3. Vaccination
4. Child nutrition
Oracle Proprietary & Confidential
16. Agenda
• Healthcare Trends and Challenges for
Healthcare Providers
• PRM Proposition For Healthcare Providers
• Case Study
• Conclusion
Oracle Proprietary & Confidential
17. Northumbria Healthcare
The Customer NHS Foundation Trust
• Northumbria Healthcare is based in Northern
England on the borders of Scotland
• It is part of the National Health Service, within
which hospitals compete for business and
patients and referring agents (general
practitioners, dentists, opticians) can exercise
their choice
• Northumbria Healthcare is entirely dependant
upon the reimbursement that it receives from
the commissioners (national insurer) as a result
of the patients that it treats
• Northumbria Healthcare NHS Foundation Trust
is one of the largest healthcare employers in the
North East, with over 6,000 staff.
Oracle Proprietary & Confidential
18. ACUTE SERVICES
Maternity / Children
Services
PATIENTS
Outpatient Clinics
EMERGENCY
Therapy Services
A&E
diagnostics
Primary Care
GP’s
Dentists
Inpatient Services
Opticians
NHS Direct REFERRALS
Walk in Surgical Services
How do Patients Access their services?
Oracle Proprietary & Confidential
19. ACUTE SERVICES
Maternity / Children
Services
PATIENTS
Outpatient Clinics
A&E
Therapy Services
diagnostics
Primary Care
GP’s
Dentists
Inpatient Services
Opticians
NHS Direct
Walk in Surgical Services
What does their communication network look like?
Oracle Proprietary & Confidential
20. ACUTE SERVICES
Maternity / Children
Services
PATIENTS
Outpatient Clinics
•Frustrated & Stressed patients
A&E
•Missed messages and communications
•High incidence of repeated communications Therapy Services
•Contribution to high level of DNA’s
•Difficulty in managing National waiting targets diagnostics
•Danger of errors- sent to wrong clinics etc
•With the “Choice” agenda, danger that patients
go elsewhere for treatment Inpatient Services
•Dangers of “miss-counting” episodes and
therefore losing income
Surgical Services
What is the outcome?
Oracle Proprietary & Confidential
21. ACUTE SERVICES
Maternity / Children
Services
PATIENTS
Outpatient Clinics
A&E
A Single Point of
Contact! Therapy Services
diagnostics
Primary Care
GP’s
Dentists Inpatient Services
Opticians
NHS Direct
Walk in
Surgical Services
Centres Contact Centre
What did they require ?
Oracle Proprietary & Confidential
22. What do they see as the role of the contact centre ?
Role of the Contact Centre
Proposal For Improving
the Patient Experience
Patient Operational
Contact Services
END TO END PROCESS
Oracle Proprietary & Confidential
23. Where were they starting Northumbria Healthcare
NHS Foundation Trust
from? IN HOUSE DATABASE
CURRENT SITUATION
• Creaking
In-House
Access • Doesn’t Maintain history of previous
Database contact
• Doesn’t provide common scripts
• Doesn’t provide access to
Knowledge Base
• Doesn’t Support advanced
Messaging
• Has limited process automation ie
“Workflow”
Patient
Admin • Isn’t interfaced into or out of PAS
System
• Doesn’t Build relationships between
patients
PAS
• Is not a contact tool
Oracle Proprietary & Confidential
24. What Did They Need?
PATIENT
Standard Scripts Ability to fulfil service
Common Message requests
ORACLE
CUSTOMER RELATIONSHIP
Single Point of Contact
MANAGER
Record of Contacts Remove paper chase
(CRM)
“Single Experience” Through electronic
notifications
CONTACT CENTRE
Knowledge of Patient
Automate Process
Relationships
through workflow
Access to Knowledge Follow up services
Base for enquiries requests through
workflow,email, SMS
Oracle Proprietary & Confidential
25. What are their Data Sources?
PATIENT
Our main patient data source and
record of clinical activity is the
Patient Administration System
(PAS)
Oracle It is essential that our CRM
system acts as a front end to
CRM DATA
this key clinical system
CONTACT CENTRE H
I
S
CLINICAL SERVICES
Oracle Proprietary & Confidential
26. What was their Project Strategy
We recognise the enormous opportunities to improve the experience of our
patients and improve the efficiency of the services we provide.
However, we are approaching the opportunities with caution and have
divided the programme into stand alone phases, each independent and
supported by a stand alone business case -
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Controlling the Extend Better Multi Chronic
interaction interfaces resource Channel Disease
between the with allocation Delivery- Management
Trust and its clinical through
Internet
Patients systems demand
TV
Each high level stage will be completed before moving onto the next
stage. This will allow us to build confidence and support amongst the
clinical stakeholders by demonstrating increasing added value as each
stage is completed.
Oracle Proprietary & Confidential
27. PHASE 1 Objectives
PATIENT
Outpatient Clinics
Therapy Services
SMS / Email
Reminders Book and
amend
service diagnostics
CONTACT CENTRE
appointments
Inpatient Services
Surgical Services
Use Script
data base for “Controlling the interaction
patient between the Trust and its
Maintain interaction queries Patients”
history for all contacts
Oracle Proprietary & Confidential
28. PHASE 2 Objectives
CONTACT CENTRE
RADIOLOGY
PATHOLOGY
Other Clinical Systems
Oracle
CRM
TWO WAY NEW HIS
INTERFACE
Extend interfaces with clinical systems
Oracle Proprietary & Confidential
29. PHASE 3 Objectives
PATIENT Improved
Resource
management
Improved
Outpatient clinic
SMS/ Email throughput
Reminders Through Better
elective demand Improved
CONTACT CENTRE management Profitability
Through less Improved Surgical
DNA’s List management
Improved Patient
Satisfaction
Better Patient
Outcomes
Better resource allocation through demand management
Oracle Proprietary & Confidential
30. PHASE 4 Objectives
PATIENT
•Exploring the introduction
•Expanding the
of wireless symptom
communication channels
monitoring technology
for patients.
•Expanding the telecoms
•Investigating email, SMS
capability to include
and interactive or
complex tele-health
community TV
facilities
CONTACT CENTRE
Multi Channel Delivery-
Internet – tv
Oracle Proprietary & Confidential
31. PHASE 5 Objectives
THE REAL PRIZE – Chronic Disease Management
In the UK, it is estimated that seventeen and a half million people live with a
chronic condition and around 80% of GP consultations relate to chronic disease.
By 2015, almost five million people in the UK will die from a chronic disease, with
a cost to the UK economy of £18.8 ($28) billion.
.”Chronic disease places a huge burden on NHS resources. Those with
chronic conditions are significantly more likely to see their GP, to be admitted
as inpatients, and to use more inpatient days than those without such
conditions. The burden of chronic illness falls principally on the elderly, so as
our population ages the incidence and prevalence of chronic diseases will
increase”
Royal College of Physicians
Oracle Proprietary & Confidential
32. PHASE 5 Objectives – Chronic Disease Management
CHRONIC DISEASE
MANAGEMENT INFORMATION
CARE PLAN
COMPLIANCE
CONTACT POINT
SELF CARE SUPPORT APPOINTMENT
ARRANGEMENTS
PATIENT WITH CHRONIC
• Condition monitoring DISEASE
• Improving patients quality
TECHNOLOGY
of life
Cholesterol
• Early interventions Monitor
• Avoiding adverse clinical
CONTACT CENTRE
events
• Earlier Patient Discharge
ESTABLISHED
INFRASTRUCTURE
AND NETWORK Blood
Pressure
Monitor
Glucose
Sensor
Oracle Proprietary & Confidential
33. Agenda
• Healthcare Trends and Challenges for
Healthcare Providers
• PRM Proposition For Healthcare Providers
• Case Study
• Conclusion
Oracle Proprietary & Confidential
34. Conclusion
• 5 key drivers for Providers and Health Systems to improve
the way they deal with and interact with Patients
• Patient Choice, Payment Per Case, Disallowing payment if patient
re-admitted, Measurement of Patient Satisfaction, Patient
Empowerment
• Needs to be a New Class of Solution that works either
side of clinical applications
PRM Discharge and Post-Discharge
PRM Pre-Admission and Admission
CPOE
Nursing/Ward
ADT
System
ADT
ADT
• Oracle is leading vendor in this area
Pharmacy
Surgery
• Oracle has many references and a great vision of how this
can be developed.
Oracle Proprietary & Confidential