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Social Media & Digital Tools
to Support Seniors+Carers
presented to I.T. in Aged Care executives
in Australia, November 20...
Cross-Functional Collaboration
for Integrated Digital Strategy
Marketing
Fin-
ance
Operations
I.T.
@HealthcareWen #ITAC2016
Consumer Expectations
@HealthcareWen #ITAC2016
Website Basics
•Current & potential clients will
leave if frustrated
•Mobile-responsive
•Accessible font size
•Easy to nav...
Information Tools for
Seniors & Carers
• Websites
• Educational videos
(e.g. caregiving tasks)
• Personalized guidance
(e....
Social Media & Multimedia
•Don’t spam
•Educate, Inspire
•Interact
•Listen
•Respond
@HealthcareWen #ITAC2016
Respond to Social Media
& Customer Reviews
•Designate savvy staff (not intern)
•Social media listening tools
•Offer soluti...
Online Behavior Data
•Analyze individual web use
•Identify specific needs
 reach out to offer solutions
• Ex: potential c...
Client
prefs
Clinical
data
Finance
data
Online
data
Client Profile Summary
@HealthcareWen #ITAC2016
Team
input
Family
info
Enterprise Data Strategy
•Master Data Management
•Master Person Index, records match
•Interoperability & Integration
•Data...
Omni-Channel Engagement
•Digital comms beyond FB & Tw
•Private social networks
•Messaging apps
•Chatbots
•Email
•SMS text
...
SMS Text Messaging
•Assess & survey
•Counseling
•Reminders
•Education
•Chatbots
•Sync with each client’s profile
@Healthca...
Call Center
•Inbound/Reactive vs.
Outbound/Proactive
•Admin vs. Care needs
•Human vs. IVR/Voice vs. Phone Tree
•Route call...
Video calls
•Telemedicine, virtual consults,
telecommute team meetings
•Real-time vs. Asynch (esp. if
limited internet ban...
Remote Patient Monitoring
•Biometrics, Activity, Symptoms,
Home, Location
•Device-agnostic data collection
•Manual intermi...
•Virtual Reality for:
•Pain treatment
•Cognitive assess
•Physical exercise
•Virtual Rehab
•Social games
•Education
Digital...
Coordinating with Family Carers
Keep families updated & get their input
Connecting…
• Clients, Carers
• Care managers
• Ph...
Engaging Staff
•Internal communications:
•Updates
•Build culture of service & innov
•E-learning LMS
•Internal collaboratio...
Improve Operational Efficiencies
•Logistics
•BPM, Workflow
•Staff & resource
allocation matching
•Geographic assignments &...
Tech = core to
Business Model Innovation
Advantages of “Uber”-ization:
• Consumer app is only 1 component…
• Data to manag...
Artificial Intelligence (AI)
& Machine Learning (ML)
• Predict needs
• Recommend what to do next
• Intelligent Virtual Age...
Creative Use of “Everyday Tech”:
Amazon Echo
Voice UI + Continuously Available + Nonintrusive
“My Mom is getting up in age...
Understand The End-Users
Users or Buyers may be:
• Older adult
• Family
• Aides
• Clinicians
• Administrative Managers
• E...
In summary…
Data + Digital Communication
Technologies
↓↓↓
New ✋Service & 💲Revenue Models
But service transformation requir...
Questions or
interest in collaborating?
Contact us at www.CATALAIZE.com
Wen Dombrowski, MD, MBA
Chief Convergence Officer,...
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Social Media & Digital Tools to Support Seniors: Need an Integrated Data & Communication Technologies Strategy

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Presented at the Nov 29, 2016 at the Australian national I.T. in Aged Care ITAC Conference in Melbourne, prior to the national roll-out of Consumer Directed Choice (CDC) in homecare.
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Published in: Data & Analytics

Social Media & Digital Tools to Support Seniors: Need an Integrated Data & Communication Technologies Strategy

  1. 1. Social Media & Digital Tools to Support Seniors+Carers presented to I.T. in Aged Care executives in Australia, November 2016 Wen Dombrowski, MD, MBA Chief Convergence Officer, CATALAIZE @HealthcareWen #ITAC2016 www.CATALAIZE.com
  2. 2. Cross-Functional Collaboration for Integrated Digital Strategy Marketing Fin- ance Operations I.T. @HealthcareWen #ITAC2016
  3. 3. Consumer Expectations @HealthcareWen #ITAC2016
  4. 4. Website Basics •Current & potential clients will leave if frustrated •Mobile-responsive •Accessible font size •Easy to navigate •Information & Decision tools: clear service options & easy to choose •Identify popular topics •Webchat @HealthcareWen #ITAC2016
  5. 5. Information Tools for Seniors & Carers • Websites • Educational videos (e.g. caregiving tasks) • Personalized guidance (e.g. self-care) @HealthcareWen #ITAC2016 • Resource matching online platforms: • Caregiving aides • Roommates • Senior facilities • Insurance plans
  6. 6. Social Media & Multimedia •Don’t spam •Educate, Inspire •Interact •Listen •Respond @HealthcareWen #ITAC2016
  7. 7. Respond to Social Media & Customer Reviews •Designate savvy staff (not intern) •Social media listening tools •Offer solutions w/o spamming •Amplify positive •Acknowledge negative direct unhappy to private comm •Protect privacy @HealthcareWen #ITAC2016
  8. 8. Online Behavior Data •Analyze individual web use •Identify specific needs  reach out to offer solutions • Ex: potential client searching for dementia care • Ex: existing client searching for resources or symptom @HealthcareWen #ITAC2016
  9. 9. Client prefs Clinical data Finance data Online data Client Profile Summary @HealthcareWen #ITAC2016 Team input Family info
  10. 10. Enterprise Data Strategy •Master Data Management •Master Person Index, records match •Interoperability & Integration •Data Aggregation vs. Virtualization •Flexible Data Architecture & Ontologies •Data Contextualization & Veracity •Data Capture, Extract, Transform •Data Governance, Security @HealthcareWen #ITAC2016Reference input from Nardo Manaloto (CEO, CATALAIZE)
  11. 11. Omni-Channel Engagement •Digital comms beyond FB & Tw •Private social networks •Messaging apps •Chatbots •Email •SMS text •Phone calls •Etc @HealthcareWen #ITAC2016
  12. 12. SMS Text Messaging •Assess & survey •Counseling •Reminders •Education •Chatbots •Sync with each client’s profile @HealthcareWen #ITAC2016 Guillory, Reid et al. Clin J Pain 2015;31:548-556. Image from Carey Reid PhD TRIPLL.org
  13. 13. Call Center •Inbound/Reactive vs. Outbound/Proactive •Admin vs. Care needs •Human vs. IVR/Voice vs. Phone Tree •Route calls to appropriate staff •Client profile, whisper tones & customized scripts @HealthcareWen #ITAC2016
  14. 14. Video calls •Telemedicine, virtual consults, telecommute team meetings •Real-time vs. Asynch (esp. if limited internet bandwidth) •Hardware-agnostic platforms @HealthcareWen #ITAC2016
  15. 15. Remote Patient Monitoring •Biometrics, Activity, Symptoms, Home, Location •Device-agnostic data collection •Manual intermittent •Automatic continuous •Predictive analytics & AI to identify risk segment & intervene: •Protocols & BPM •Clinical call center @HealthcareWen #ITAC2016
  16. 16. •Virtual Reality for: •Pain treatment •Cognitive assess •Physical exercise •Virtual Rehab •Social games •Education Digital Therapeutics @HealthcareWen #ITAC2016
  17. 17. Coordinating with Family Carers Keep families updated & get their input Connecting… • Clients, Carers • Care managers • Physicians, nurses • Physiotherapists • Community resources • Et al @HealthcareWen #ITAC2016
  18. 18. Engaging Staff •Internal communications: •Updates •Build culture of service & innov •E-learning LMS •Internal collaboration tools •Crowdsource suggestions @HealthcareWen #ITAC2016
  19. 19. Improve Operational Efficiencies •Logistics •BPM, Workflow •Staff & resource allocation matching •Geographic assignments & routing •Quality control, transparency, accountability •A/B testing, PDSA, iterative design @HealthcareWen #ITAC2016
  20. 20. Tech = core to Business Model Innovation Advantages of “Uber”-ization: • Consumer app is only 1 component… • Data to manage logistics • Match consumers to qualified workers • Personalization • Just in time delivery • Financial transactions • Customer reviews • Transparency @HealthcareWen #ITAC2016
  21. 21. Artificial Intelligence (AI) & Machine Learning (ML) • Predict needs • Recommend what to do next • Intelligent Virtual Agents (companionship & coordinate services) • Robots (companion., physical assistance, monitoring) • Smart Home Automation & IoT sensor monitoring • Self-Driving Cars & transport • Voice Recognition (words, mood, disease) • Computer Vision (environ & behaviors) • Other non-text inputs @HealthcareWen #ITAC2016Reference input from Nardo Manaloto (CEO, CATALAIZE)
  22. 22. Creative Use of “Everyday Tech”: Amazon Echo Voice UI + Continuously Available + Nonintrusive “My Mom is getting up in age and eyesight poor… • Enjoys books but cannot read  use Echo to listen • Trouble dialing phone  ‘Alexa trigger Bob call me’ • ‘Add bread to my shopping list’ My Mom wants her independence but I worry… Alexa’s History feature: • Mom asked for weather at 6:30am so I knew she was up • She asked the time 4-5x at night, having trouble sleeping. • She asks for jokes, music, sports scores, etc. for me to know her mood and well-being.” lovemyecho.com/2016/01/22/how-echo-can- help-care-for-aging-or-disabled-family-members @HealthcareWen #ITAC2016
  23. 23. Understand The End-Users Users or Buyers may be: • Older adult • Family • Aides • Clinicians • Administrative Managers • Employers, Insurance, Gov Put yourself in each of their shoes to understand their frustrations, needs, wishes • What are their underlying pain points? • UX Research • Co-creation • Testing & Feedback @HealthcareWen #ITAC2016
  24. 24. In summary… Data + Digital Communication Technologies ↓↓↓ New ✋Service & 💲Revenue Models But service transformation requires executive teams aligned in vision, committed to financial investment and culture change… Involve CEO, CFO, COO, CIO, CMO, CCO, and front-line workers, clients, families to co-design @HealthcareWen #ITAC2016
  25. 25. Questions or interest in collaborating? Contact us at www.CATALAIZE.com Wen Dombrowski, MD, MBA Chief Convergence Officer, CATALAIZE @HealthcareWen #ITAC2016

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