MedStar’s Digital Access StrategyAnnual Thought Leadership in Access Symposium

November 14, 2016

Presenter: Michael E. Ruiz

Vice President and Chief Digital OfficerMedStar Health

What is a Platform?

“To be successful in the market today you must possess two strategic assets: a compelling product and a meaningful platform.”

- Michael Hyatt, author of Platform: Get Noticed in a Noisy World

A Platform provides:

Visibility

Amplification

Connections

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Defining Access

Industry Definition: The ease with which an individual can obtain needed medical services

Proposed Definition: The ease with which an individual can obtain needed relevant information, personal medical records, needed medical services, and any other resources to preserve or improve their health

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Cost transparency is not yet widespread

enough to enable patients to compare

fees

Availabilityvaries

in offices for patients needing prompt care or preventative care

early enough

Cultural and linguistic barriersprevent patients from obtaining resources

or care that are meaningful

Inconsistent physician data

makes it challenging for patients to identify

and schedule with providers using

technology

Not-So-Exhaustive List of Access Challenges

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● New patient acquisition

● Easy view for commercially insured patients

● Consistent and improved patient experience on MedStar Health Find a Doctor across all providers

● Seamless transition for providers between marketplace and enterprise scheduling to maximize license investment

● Reduced appointment call times, streamlined online bookings and optimized ED referrals across the system 5

Key Objectives for Access at MedStar

The gateway to patient-provider matching, referral coordination, marketplace access and online direct book scheduling at MedStar Health

MedStar’s Digital Access Platform

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Digital Access Platform Capabilities

Planned Partnerships

● Marketplaces● Search Engines● Review Sites

Target providers

Employed providers that:● are new to MedStar● have high capacity

schedules

Strategic service lines

● Primary care● Family medicine● Women’s health● Other low acuity

service lines

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Planned Partnerships

● Marketplaces● Search Engines

Target providers

Employed providers that:● are new to MedStar● have high capacity

schedules

Strategic service lines

Priority service lines:● Primary care● Orthopaedics● Cardiology

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Search & Match Online Protocols Online Chat

Based on scope of practice for all approved providers with direct book into IDX

This capability will be used to reduce appointment call times, streamline online bookings and optimize Emergency Department referrals across the system.

Implement provider protocols for highly specialized service lines with direct book into IDX.

Enable online chat on strategic web pages as an alternative for online scheduling with customers.

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Search & Match Online Protocols Mobile Apps

Based on scope of practice for all approved providers with direct book into IDX

This capability will be used to reduce appointment call times, streamline online bookings and optimize Emergency Department referrals across the system.

Implement provider protocols for highly specialized service lines with direct book into IDX.

Enable real-time availability and direct book for referring physicians via the MedStar Refer App.

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Supporting Access ServicesReduce “no show” rate

Facilitate omni-channel communication

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Supporting Access Services Continued

Enable virtual visits

Facilitate call ahead for PromptCare

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The Journey to Execution

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Questions & Discussion

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