Patient Engagement Beyond Patient Portal – Strategic Approach

March 4, 2016

Satin Katiyar, CEO, Kratin LLC Shashi Tripathi, CIO, Springfield Clinic

Conflict of Interest

Shashi Tripathi

Has no real or apparent conflicts of interest to report.

Satin Katiyar

Has no real or apparent conflicts of interest to report.

• Transition to FFV and Patient Engagement

• Patient Portal - Gaps for effective Patient Engagement

• Strategic Steps to Achieve higher Patient Engagement

• Implementation Steps

• Measuring Success and Benefits

• Q&A

Agenda

• Recognize landscape of opportunities for engaging patient

beyond patient portal for delivering value based care

• Illustrate the use of strategic plan for addressing gaps in

patient portals

• Perform implementation of plan with right mix of in-house

team, commercial off the shelf products and vendors

• Outline options for measuring success in patient

engagement and corresponding benefits in terms of cost

reduction and improved satisfaction

Learning Objectives

Engagement – Value STEPS™

Improved

Care Access

Discover services

beyond portal

via mobile app

Satisfaction

Improved

Prevention

Notifications for

Immunization &

Screenings

Prevention

Improved

Participation

Access educational

content and give

feedback with

surveys

Education

Improved Engagement

What percentage of your total patient

population is registered at your patient

portal?

A) 0-10 %

B) 20-40 %

C) 40+ %

D) I don’t know

Polling Question

Three transformational waves will reshape the health marketplace …

2010 2025

*Source: Oliver Wyman

By 2016/17 nearly 100 MM consumers will choose value-based health solutions

Value market opportunity by funding source 2010-2025

$268 BN

$1.5 TN

$578 BN

$1.2 TN

$231 BN

Net

New

Spend CAGR

$231 BN 17%

$1.0 TN 14%

$578 BN 21%

$1.4 TN 25%

$253 BN 21%

$3.7 TN in 2025

(70% of total spend)

Value market tops

30% of the total

TIPPING

POINT

*Source: Oliver Wyman

Today: Fee-for-service (2015)

My doctor controls my referrals, and I don’t know who provides the best care

Doctor’s hours don’t match real life hours

I feel rushed during doctor visits

I only seek care when I have no other alternative

I am the only person coordinating my care – doctors don’t talk to each other and don’t think about me once I leave their office

I avoid my healthcare because it’s too confusing and inconvenient

I have no idea how my insurance works – it’s so confusing

I feel lost and overwhelmed

*Source: Oliver Wyman

Wave 1: Patient-centered care

My care team truly cares about my holistic health – I am not alone

I work with my care team to improve my health and live better – we have a shared plan that is personalized to me

I believe that my healthiest days are ahead of me

My care team takes care of all my health needs

The system is working for me

My substance abuse and depression are managed

My care team proactively motivates me to stick to my care plan

I monitor my health with tools to identify issues early

Care extends beyond my doctor’s office to my home and to local retailers

*Source: Oliver Wyman

Wave 2: Consumer engagement

I know how to live well and be healthy – I have great resources (apps) at my disposal to inform me

I feel engaged in my health and am empowered to make informed decisions

I know what I need and how to buy it – shopping and health tools have made it easy and boosted my confidence

I use crowdsourced reviews of goods and service providers (like Yelp) to decide where I can get the best value

Competing against friends in online health challenges motivates me to live healthier – I earn great rewards that I value

I connect through social media to other “patients like me”

Consumer-driven competition is great – all the population health managers have extended office hours and most offer virtual web visits

I can surf and navigate the health system with ease and the patient-centered care models are so convenient and easy to work with

I have web-based/mobile tools so I can manage my healthcare

*Source: Oliver Wyman

Wave 2: Health and lifestyle managers redefine the consumer experience

Co

ns

um

er

ne

ed

s

Mo

re h

olis

tic v

iew

of

co

nsum

er

ne

ed

s

Decentralization of care Lower cost always available

Full integration with consumer’s

life

Fitness and nutrition

Wellness

Sick care

Personal anywhere

Social media

Personalization of engagement

*Source: Oliver Wyman

• Communication with the

Providers

• Appointment

• View Vital Health Info

• Pay Bills

Current Features

• Online Consult

• Video Visit

• Patient Entered Data

In Progress..

• Forms

• Disease Specific Education

• Quality Score

Future..

Patient Portal

• Registered Users Only

• Interoperability across multiple organizations / platforms

• Integration with population management

• Interactive Education

• Simulated Positive Enforcements

• Patient goals and outcomes

• Exception Based Alerts

• Better Collaboration with the clinical staff

• Care Delivery

• Tele-visit

• EHR Vendor – Features and Brand

Gaps in Patient Portal

Patient Engagement

* Image source: ayogo.com blog

In Person Visit

Mobile & Web Presence

How Patients See Providers

Bill Boards & Print Media

Patient Portal

Events & Conferences

Social Media & Internet

People

IT Systems

EMR / EHR Portals Hospital

Management PAC

Productivity Tools

Departments

Level of

Education

Roles

Regulations Compliances

HIPAA

Processes & Workflows

Patient Interaction

Channels

HE

ALT

HC

AR

E P

RO

VID

ER

*Image source: mindthegapacademy.com blogs

Every Patient Is Unique

Patients

Fitness Focused

Short Term Illness

Critical Care / Emergency

Hospitalized Chronic Terminally ill Addiction /

Mental disorder

Ethnicity

Lifestyle

Occupations Age

Care needs

Young Parents

Distant Family

Working Children

Old Aged

Partners

Care Takers & Family Busy

Schedule

Limited

Resources

Multiple choices

Tech Savvy

Various Health Statuses

Rise of Health &

Fitness Apps

Usage of wearable

devices & bands

Changing Landscape

Changing

technology

landscape

Regulations

Increasing

demands

from Patients

End to end experiences

delivered in other industries

Mobile

Social

Analytics IOT &

Sensors

Machine Learning

Transitioning from

Patient to partner…

Retail Travel

Finance

Land of Opportunities

People Beyond Patients Provider’s premises Care Transitions &

Chronic Care Mgmt.

Discover Find Physician, Services..

Educate & Self Help Recommended screening,

immunization schedule..

Keep updated Social media, News &

events, Community

wellness..

Listen Surveys & feedbacks,

application analytics

Discover Way finding, Café Menu…

Access In room entertainment,

On call, Patient forms,

Medical Id, Wi-Fi

Access Schedule Appointment…

Listen In person experience,

track metrics like

waiting time

Educate & Self Help Department specific

content, procedure

updates..

Discover Personalized digital content

including disease specific

healthcare applications

Reminders & Adherence Checklist, reminders, adherence

tracking, gamification…

Listen Track metrics like application

analytics, readmission rates,

PMPM cost..

Access Remote access to care with

tele-visit, virtual coaching

Integration & Wellness Wearable, goals & outcomes..

Engagement – Key Attributes

Personalized

“Provide wellness

content for my profile

rather than giving

access to health library”

Participative “Include

my close family members

participate in wellness

care program like

adherence, goals”

Connected &

Collaborative “Connected with my

health devices, Care

circle”

Context Aware “Suggest based on my

health state, goal etc.

rather than just providing

generic content”

Integrated “Give me a simple

application to use rather than multiple

applications which do not talk”

Secure ”Ensure security and privacy

of my health information”

Trust “I trust the information shared by my provider”

Our Journey @ Springfield Clinic- Case Study

Executive led initiative with strategic approach involving all

concerned stakeholders early in process and roadmap driven agile based implementation via external vendor

Why Strategic Planning

Integrating Virtual Presence- Springfield Clinic

Connecting Dots

with integrated

experience

Social Patient Portal

Reach out using existing

channels – helps in user’s

acquisition and staying

connected

Unified identity with mobile app &

web presence – helps in creating

differentiation

Provide health info for

existing patients along

with services like

schedule appointment –

helps in sharing patient

health information

External Resources

Health Library, Care Recommendation

Immunization Schedule, Health Apps..

Picking up starting point

Bag of Opportunities

towards Patient

Engagement

Pick up one that you feel are having

maximum ROI for your organization

Don’t follow sheep's blindly, choose that matters most for you

Outcome

based

filtering

Ideas ready for

Implementation

Saves

Money

Legally

Required

Increased

revenue

Improves

Experience

Inform Involve Empower Partner

Towards Patient Engagement – Springfield Clinic

Strategic approach unifying the experience beyond patient portal for the user.

Key features in mySC application– Springfield Clinic

Discover Services

Find Physician, locations,

Specialties, distance…

Stay Updated

News & Events, Videos,

Blogs...

Educate & Self Help

Health Library, Care

mgmt., Immunization...

Access

Tele Nurse, Schedule

Appointment...

Integrate

Patient Portal, Social

Media, Health Apps...

Others

• Listen – Application

Analytics, Push

Survey...

• Procedure Updates

– ASC status

Identifying & Managing Care Gaps- Springfield Clinic

mySC Application Visuals – Care

Recommendations

What care gaps I should

address based on my

age, gender and health

conditions ?

Immunization Schedule, Health

Apps….

Implementation Steps

Perform implementation of plan with right mix of in-house team, commercial off the shelf products and vendors

Implementation Aspects

Build

Buy

Integrate

Best of All Worlds

Vendor to Partner

Benefits

• Cost Effective

• Creating differentiator

• High adoption rate

• Reduced risk

Should I buy commercial

off the shelf solution or

build in-house ?

EMR/EHR

Health Library

Population Health

Secure Collaboration Data collection

Hospital Management

Public data sources

like CDC, Health finder

Artifacts – Visual View

:LuxorEventManager :ContentResolver

getContentResolver

ContentResolver

:LuxorContentProvider

query

resultCursor

Activity

getEventsForContactAsync [IEventsReceivedListener

listener ...]

IEventListener.onEventReceived (Event list..)

AsyncQueryHandler.startQuery (LUXOR_AUTHORITY/contactid/events,...)

onQueryComplete (resultCursor)

Populate model from cursor data

IGPSAgent

InternalGPSAgent BluetoothGPSAgentSerialPortGPSAgent

GPS Location Service

IGPSAgentIGPSAgent

IGPSAgent

GeocacherLocation

Managment

Location

Visualization

CommunicationUser Interface

Elements

Auxiliary

Services

User Interface

elements required for

interaction with User

(User Interface

Controls)

Services available for

completing the Use case

(Services)Combining the User

interface and

Services to complete

a User task.

(Use case

Controller)Interfacing with External

sources of data like GPS

Position, HTTP Network

(Datasource Agents)

A Day in User’s Life

Technical Design Elements

Feature Feasibility Process Mapping

Measuring Success – App Analytics

* This view is to demonstrate the usage of application analytics solutions for measuring usage.

• Number of people using app

• App analysis, number and what features

• Surveys and feedbacks

• Patient satisfaction survey

• Readmission rates, ER, LOS

• Disease specific measurements

• Care gaps Improvements

• PMPM Cost

Measuring Success

• Think beyond patient portal

• Strategic view and executive led initiatives

• Roadmap driven approach

• Involve clinician in the design process

• Patient focus group

• Right development partner

• Marketing and Marketing

• Measure and share the success

Lesson Learned

Engagement – Value STEPS™

Improved

Care Access

Discover services

beyond portal

via mobile app

Satisfaction

Improved

Prevention

Notifications for

Immunization &

Screenings

Prevention

Improved

Participation

Access educational

content and give

feedback with

surveys

Education

Improved Engagement

Patient Engagement : A journey towards delivering unified

health experience integrated in patient’s lifestyle

Questions

Shashi Tripathi

Chief Information Officer Springfield Clinic, Illinois

Email: stripathi@springfieldclinic.com

LinkedIn: https://www.linkedin.com/in/shashitripathi

Twitter: shashitripathi

Satin Katiyar

Chief Executive Officer Kratin LLC

55, Malsbury Street, Robbinsville, NJ – 08691

Email: satin@kratinmobile.com

LinkedIn: https://www.linkedin.com/in/satinkatiyar

Twitter: satinkatiyar