IntermountainHealthcareStreamlines Stroke NotificationsAnd Improves Patient Outcomes

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Who Is Intermountain Healthcare?

Intermountain Healthcare is a Utah-based not-for-profit system of 22 hospitals, 185 clinics, a medical group with some 1,400 employed physicians, a health plans division called SelectHealth, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and in efficient healthcare delivery.

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During a Stroke:

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• A patient loses 32,000 brain cells per second• That’s 1.9 million every minute• Patients should arrive at the hospital within two hours

and receive treatment within three hours for best recovery

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A Challenging Environment:

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• Many Intermountain physicians live in mountainous areas where wifi signals do not penetrate

• Traditional paging technology was unreliable for reaching doctors over long distances

• Transfer specialists could not tell whether doctors had received their messages, increasing patient wait times

• Neurologists’ dynamic on-call schedules were not shared with transfer specialists

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Improvement with xMatters:

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“We had difficult and varied escalation protocols. The initial algorithm was complicated and drawn-out.”

- Kristi Hinckley, Transfer Center Supervisor

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Always a Leader:

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Intermountain Healthcare already had a 5 minute mean response time for stroke victims, far below the national average.

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Improvement with xMatters:

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Neurologists receive timely notifications regardless of their mobile providerIntermountain IT support teams have less management overhead due to fewer escalations to alternate devices

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Improvement with xMatters:

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Intermountain administrative assistants set up dynamic on-call schedules inside xMatters with the intuitive visual scheduling tool. They can input a neurologist’s calendar and rotation schedule in advance. xMatters uses rules to notify different physician groups depending on the time of day, so admins create the monthly on-call schedules once and the system determines which groups to notify.

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Improvement with xMatters:

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Each physician may carry multiple devices that can receive notifications. xMatters automatically notifies the right device according to on-call and escalation schedules, as well as individual physician preferences.

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Improvement with xMatters:

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“The Intermountain Stroke request process is quick and efficient every time because it’s simplified and to the point. This is because of our dedicated 24/7neurologists, a great Transfer Center team, and the programming capabilities of xMatters.”

- Kristi Hinckley, Transfer Center Supervisor

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Benefits:

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The streamlined process provides reliable, targeted notifications to on-call neurologists.It also provides the ability to ‘blast’ a notification to the entire group, then escalate to specific physicians based on time of day and physician schedule

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Benefits:

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Intermountain Healthcare has reduced time to connect the on-call neurologist to the requesting emergency doctors to less than 3 minutes from the initial request.That’s a 40% reduction!

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Benefits:

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Intermountain’s Stroke Telehealth Service connects neurologists with patients through in-room television monitors for immediate assessment.

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Improvement with xMatters:

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“The Intermountain Stroke request process is quick and efficient every time because it’s simplified and to the point. This is because of our dedicated 24/7neurologists, a great Transfer Center team, and the programming capabilities of xMatters.”

- Will Young, IT Service Management Process Owner

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Benefits:

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Transfer specialists can validate notification delivery and troubleshoot any notification issues. Each doctor’s response comes with a timestamp for a permanent record.

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Improvement with xMatters:

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“By implementing xMatters in our notification workflow, we’ve been able to quickly and reliably engage our physicians, which leads to faster evaluation and treatment for our acute stroke patients,”.”

- Catherine Repko, TeleHealth Operations Initiatives Manager

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