engaging patients to improve care: an inside look at where ... · –customer relationship...

Engaging Patients to Improve Care: An Inside Look at Where and How it is Working

Feb. 29, 2016

Conflict of Interest

Chanin Wendling, MBA Has no real or apparent conflicts of interest to report.

Pamela DeSalvo Landis, MHI Has no real or apparent conflicts of interest to report

Kevin Fowler, BSBA TapCloud, LLC Gerson Lehrman Group CareDx, Inc.

Learning Objectives

• List the success factors in patient engagement for population health

• Analyze the use of specific technologies and how they can enhance clinical outcomes

• Summarize how to match the appropriate technologies with specific populations

Pamela DeSalvo Landis, Vice President

Carolinas HealthCare System

Carolinas Response • Virtual Care

– Visits, Monitoring, ICU, NICU

• Patient Access and Convenience

– New Registration and Appointment Systems

• Patient Engagement

– MyCarolinas, Tracker tools, Interactive TV, Prescribed Apps, Care Management, Consumer tools

• Community Connectivity

– HIE

• Analytics

– Predictive analytics

Virtual ICU

NICU Cameras

Patient Access and Convenience

Carolinas Connect

• 38 Hospitals; 250 Practices

• 3 HIEs

• 237 systems

• 3.7 million patient records

Analytics • 35 Terabytes of Data

• Tools on top to help with predictive modeling

• Dashboards

• Quality reports

• Supporting

– Care Management

– Customer relationship management

– Quality and safety efforts

Patient Engagement MyCarolinas

• 550,000 users

• Mobile

• Pulls together data from EMR, GetWell, MyCarolinas Tracker, Open Notes

Patient Engagement - Carolinas Mobile

MyCarolinas Tracker

• Integrates data from more than 60 devices

• Provides one place to view all data

• Integrates to MyCarolinas

• Will integrate to Care Management System

Putting all the Pieces Together

Linking the Care

Channin Wendling

Director

Geisinger Health System

Geisinger’s Patient Technology Evolution

Patient Portal

Patient Reported Data

Text Messaging

Mobile Apps

Mobile Device Solutions

What Works

When the patient has information the clinical team does not already know

When the patient’s actions make a difference

When the clinical team can incorporate the information/actions from the patient

When the information or actions are meaningful to the patient

Design for the Target Patient

MyGeisinger - Patient Portal Foundation

• 330,000 users with

20,000 logins a day

and 137,000 unique

logins a month

• Easy access to both

inpatient and outpatient

health information

• Visit notes shared by

90% of outpatient

providers through

OpenNotes

• Pre-visit preparation

Coming…

• Fitbit, Withings & Apple

Healthkit Integration

Driving the Outpatient Concept to Inpatient

The Interactive Patient System (IPS) provides patients with

entertainment and clinical content during a hospital stay

Music/Podcast Movies Apple TV

Games Clinical Information

Patients indicate IPS helps distract them from their pain

and keep them informed about their hospital stay.

Mobile & Data Collection Tools Help

24

Easy Prep: Colonoscopy helps patients

prepare for their

Colonoscopy procedures

Weight Management

Text messages

help participants lose weight

Patient reported data from cancer

patients helps to better

develop care plans &

measure progress

Electronic Books – New Wave of Education

Bringing the Technology Silos All Together

Lumbar Spine Surgery Solution

• iBook & eBook with videos, animations, images and interactive components

• MySurgery: Lumbar Spine reminder mobile app

• Health questionnaires for Lumbar Spine outcomes & medication reconciliation

• Fitbit/Withings/Health activity tracking

• Patient portal mobile app

Engaging Patients – Part of the Overall Patient Experience

ProvenExperience™ Program Goal:

Deliver the best patient experience

Kevin J. Fowler

Consultant

Kidney Health Initiative

Patient Family Partnership Council.

Learning Objectives

Overview of Outcomes and Costs of Kidney Disease

Case Study in Pharma and Transplantation

Recommendations to achieve Triple Aim in Kidney Disease

Overview of Outcomes and Costs of Kidney Disease

CKD

• Hypertension

• Diabetes

• Obesity

Dialysis

• 5 year survival

• $42 Billion Annual Cost

• 7% of Medicare Budget

Kidney Transplantation

• Over 100,000 on wait list

• ½ kidney transplants fail at 10 years

• Cost effective compared to dialysis

Case Study: Pharma Life Cycle Management

Prograf LOE Brand Loyalty

Generic competitors equivalence

Creating Value

Transplant Patients

Patient Insights

Patient Advisory Boards

Patient Surveys

HCP Advisory Boards

Aligning Patient Communication

Business Objectives

Brand Loyalty

Adherence Wellness

Access

CRM Program: Multi-Channel Communication

Email

Direct Mail

Mobile

Patient Speakers

Measurement of Investment

20% of brand requests made by patients

Doubled Adherence

More Optimistic

Lived Healthier Lifestyles

Shifting Policy Landscape

CKD: Coordination

of Care

Telemedicine: Home Dialysis

ASN: Remote Monitoring Committee

Nephrolgy shortage

Questions

Chanin Wendling

Director, Geisinger in Motion

@chaninwendling

Pamela DeSalvo Landis

Vice President, Information Services @plandis1

Pam.landis@carolinashealthcare.org

Geisinger images are courtesy of ThinkStock

Kevin J. Fowler

kevinjohnfowler@gmail.com, 630-880-1580

@gratefull080504;

linkedin.com/in/kevinjohnfowler

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