HarnessIT LLC

P.A.V.E.™

Centricity™ User’s Group

Meeting2015

2

The content of this presentation represents the views of the author and presenters.

GE, the GE Monogram, Centricity and Imagination at Work are trademarks of General Electric Company.

Presentation Agenda

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What is PAVE?

PAVE Connection to Centricity

Examples of How PAVE is Used

Summary

• Outpatient healthcare environment is changing rapidly with more competition, increased digital IT requirements, and cost versus growth versus ACO decisions

• Patient – Provider – Staff – Management ecosystem running very fast every day with little time to process and understand what the future will be and what it should be

• Most outpatient facilities perform “analytics catch-up” at the end of the month/quarter/year to understand what happened versus setting goals and driving towards them

• Many moving parts --- hourly changes to Patient, Provider, and Staff schedules cause reduction in volume, errors, process disruption and ultimately.. unhappy patients

Present Outpatient Environment

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Predict. Analyze. Visualize. Execute.• PAVE is a web-based tool that receives real-time data from Centricity Business

and delivers targeted operational “VISUAL MANAGEMENT” applications

• These apps are catered to the needs of the primary outpatient components: Patients, Providers, Staff, Management

• PAVE has been in use at UMass Memorial Healthcare for over a year

What is PAVE™?

Patients

Staff

Management

Providers

Senior Director of Orthopedics, UMASS Memorial Health Center:“PAVE has become one of our mostcritical tools to help guide our operations.We can now make important adjustmentsbased on real-time metrics and visualizingwhat could happen before it occurs.”

PAVE

Centricity-PAVE Connectivity

Storage of Historical Information- Patient Tendencies- Patient, Clinic, Provider Metrics- User Parameters to Guide PAVE

Centricity Business Automatically Pushes Latest

Data Changes to PAVE

AES and HCO Connection

Centricity Business Server

PAVEOptimizedOperations

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FAST Retrieval of CriticalMeasurements

PAVETM Process Examples

Since PAVETM can address a number of needs and problemsthat managers, staff, providers and patients have,

it is best to go through some real life examples of how PAVEis being used today…

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PAVE™ Process Examples

“Will we make our visit targets next month?”

Manager Question

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MANY factors affect outpatient visit volume includingNumber of Available ProvidersProvider Schedule CapacityClinic Capacity, Wait times Provider BUMPSPatient Tendencies such as NOS, Cancel RatesPatient TransportationType of VisitsWho Referred Weather, etc, etc

PAVETM “KPI+” in Action

Historical and “LOOK AHEAD” Feature Information Blended Together

Several Factors Utilized to Predict Key Performance Measurements

Clinic and Provider Fill RatesNOS Rates, LAG Data,Patient’s Chronic NOS and Same Day Cancel Rates

Managers Make Adjustments BeforeUnfavorable Results Occur

Real Time View of Where Clinic(s) Operations Stand

ENDOCRINOLOGY TRENDING

Some Results:

Orthopedic clinics able to adjust schedule templates weeks ahead in order to ensure they meet targets

Several clinics meet based on +/- 4 week view and adjust staffing and provider schedules - clinics managing proactively rather than reactively

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PAVE™ Process Examples

“Our clinic schedule is over crowded today. We need more rooms towork with to keep efficiency going and patients not waiting. Help!”

Staff and Provider Problem

Providers’DaySchedules

Pedi GI

Pedi Neuro

PediCardi

Pedi Pulm

etc

Predicted Long Duration Visits

PAVETM “Utilize” in Action

Real-time Booked Slots

Communication Notes

Allocates Rooms Usage and Computes Room andClinic Utilization

PAVE Enables FULL VIEW of Multiple Clinic Schedules

Some Results:

Pedi Specialties, with over 20 divisions operating together, are reducing “crunch time room need” by sharing rooms more effectively. Instead of building out more space, PAVE enables them to balance room counts on real-time basis

PAVE enables one Psychiatry clinic to overflow into neighboring family primary care rooms without stepping on each other

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“Where can we put an extra or new provider session this month?”

Management Questions

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“Where will we be under-staffed and over-staffed this month?”

PAVE™ Process Examples

Quick Key Information of Date Selected

Actual Arrivals/Predicted Arrivals,Actual NOS/Predicted NOS,New Patients, FillRate

Chronic NOS or Sameday Cancel Patients Quickly Seen

Parameters Set for Color Display

Monthly PredictionsTabulated

PAVETM “Manage” in Action

Re-Allocate Staff Based on Future Bookings and Predictions

Simply Switch Report to Get New ViewsColorized Calendar Shows Over and Under Staffing

ALLOC BKD POT NOS

STAFF NURSE

NEEDED ACTUAL NEEDED ACTUAL

72 74 8 2 2 3 2

Selected Day Computes Staff Needed Compared to Min-Max Settings

PAVETM “Manage” in Action

Some Results:

Ortho and surgery clinics able to quickly adjust where bumped sessions (typically due to urgent surgery) can be re-booked

Family health and GI clinics reducing NOS rate over 4% by contacting chronic NOS and same day cancel patients on regular basis

Radiology reducing operating costs by using PAVE to match volume and types of visits with staff levels

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“Is there any way I can reduce my schedule gaps due to all of my NOS and same day cancels every session?”

Patient Urgency

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“I need to see my doctor quickly but his schedule is booked up.”

Provider Problem

?

Doctor’sSchedule

8AM NOON??

NOS NOS NOS

PAVE™ Process Examples

Colors outline chronic NOS of present clinic or to other clinics

PAVE Works in Tandem with Centricity Schedule

PAVETM “Profile” in Action

Combines history of patientNOS, Sameday Cancels andother visit informationinto colorized schedule view

XXXX

Detailed information can bestored on patients regarding visit tendencies: transportationissues, long visit times, previously bumped, etc

Some Results:

G.I and Rheumatology clinic getting immediate-need patients in within one day versus 14 days

Provider fill rates in G.I. clinic up 5-6% resulting in hundreds more visits per month

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How can we streamline patient movement in “quick visit” appointments in order to maintain patient satisfaction and staff sanity?

QuestionPAVE™ Process Examples

Visual “Patient Mover”Technology

Arrived patients watch TV Screenfor guidance

PAVETM “Flow” in Action

Patients are given movement instructions as to where to proceed

Providers remain in clinic rooms and control patient In/Outwith iPad touches

SchedFLOW

Some Results:

Anticoagulation clinic seeing 500 more patients per month

Patients and providers much happier with efficiency

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“We seem to be running more efficiently and meeting our targets, but are our patients satisfied with all aspects of our service??”

Question for All of Healthcare Centers

PAVE™ Process Examples

?

Survey Questions can be Customized per Clinic

Question Replies Day Avg Month Avg All Clinics Avg Amt of 1 Answers Desired Appt 23 4.3/5 4.1/5 4.0/5 2Wait Time 23 3.8/5 4.2/5 3.5/5 3Provider Time 23 4.3/5 4.5/5 4.5/5 0Staff 23 4.0/5 4.1/5 3.9/5 0

Did you get

the appt date

that you desired?

Immediate Survey Results Seen,Comments Very Powerful

Patients Quickly Touch Survey Answers on TabletAfter Appointment

PAVETM “Survey” in Action

One Button Selection for Month or Quarter Reports

Some Results:

ENT patients extremely happy that they get a “voice” as soon as their visit is complete

Ortho clinic gets a true understanding of satisfaction levels known at specific times of day

Cardiology clinics receiving insightful comments about desk staff and providers – all can be seen in PAVE as they are entered

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“Can we be proactive to help reduce our no-shows and same-day cancels?”

“Can we target specific patients who have been chronic noshow or same day cancellers?”

“How can we get custom information to patients depending on the clinic, type of visit and location?”

“Pre -Surgery…“Appt Reminder..“Bring Forms…“Location…“Elevator A…

PAVE™ Process Examples

Behind the scenes Email Message RemindersVisit Changes Also can be EmailedCustom or Standardized MessagesHospital Email System Used (no cost per)

“Reminder, yourAppointment withDr Jones on Monday January 26, 2015, in clinic …Please bring documents…”

PAVETM “Auto Email” in Action

Some Results:

Some clinics reducing NOS and Same Day Cancel rates as much as 5-7% overall. This is resulting in thousands of additional visits per year

In Diabetes and Joint Center clinics, patients that were reached via email/text no-showing only 2-3% of time, versus over 13% of patients that were not emailed or texted

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Some managers and staff do not have much time to utilize all of PAVE’s views on a

regular basis, so PAVE EMAILS CRITICAL INFORMATION and PREDICTIONS to them:

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PAVE™ Process Examples

“I’m running all the time. Can I get alerted of PAVE predicted problems without digging into the views?”

PAVE can be configured to email “ELERTS” based on what it sees during the day/week/month

PAVETM “E-lert” in Action

Examples: - Provider sessions with many non-

English speaking patients- New patient appointment bookings

over X days- Low bookings two weeks out- High Predicted NOS dates- Poor patient satisfaction results (real-

time)- Warning on specific types of insurance

SUMMARY: PAVE Augments the Centricity Schedule Process

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Centricity

Outpatient and Periop

Scheduling

PAVE

Predicting What is Ahead

Seeing Problems in Schedule

Understanding Patients

Reminders/Alerts

Realtime Indicator Analysis

Increased Visits per Month

Decreased NOS/Sameday Cancels

Reduced Book-to-Appt Time

Volume Balance: Happier Employees

Most Important: Happier Patients

Enables: Results:

Thank You

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