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

1. HIPAA Compliant
Smart Communications
Cutting Costs and Readmissions with Better
Clinical Collaboration and Patient Engagement

2. Agenda
•Introductions
•Smart Communications Platform
–Clinical Collaboration
–Mass Notification
–Patient Engagement
•Discussion
•Wheel Spin

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. Healthcare Client Community

5. Smart Communication Platform

6. API Integration
Clinical Collaboration
Auto Alerting
Mass Notification
Medication Appointment Reminders
Workflow Optimization
Way-Finding

7. HIPAA Compliant Clinical Collaboration
Vital Link Smartphone Client
Vital Link Secure Browser

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. Browser and Smartphone

10. Message Example

11. Secure Message By Browser

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. Mass/Group Notification
•Emergency Notification
•Crisis Communications
•Personnel Recall
•Shift Management
•Medication Orders
•Code Calls
•Evacuate/Shelter In Place
•Multi-Channel Broadcast Support

14. Choose Who to Send

15. Choose What to Say

16. How to Send It

17. Type of Confirmation

18. Review and Send It

19. Patient Engagement
The Power is the Platform!

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. Digital Wayfinding
•“Airline” Check In
•Digital Escort
•Indoor and Outdoor Navigation
•Parking Location
•Proximity Alerts

22. Is this your Patient Experience?

23. Integrated Wayfinding Model

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. 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. 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. 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

31. 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

32. 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