“Customer” isn’t a dirty word!

5. “Customer” isn’t a dirty word!

6. Active feedback & “Market signals” Retailer Customer Ads, marketing, as targeted as possible Signals Insurance company Marketing, billing, etc. Customer Clinician Care coordinators, front office staff Clear Messaging

8. “My Health, My Life” Akron General Medical Center • “It’s all about you” Arkansas Methodist Medical Center • “The center is you” Catholic Medical Center • “Your care, in our hands” Crouse Hospital • “Reinventing care, one patient at a time” Ellis Medicine • “Premium care, personal touch” Emerson Hospital • “You’re the center of everything we do” Grant Regional Health Center • “A personal relationship with medical excellence” Gunderson Lutheran Hospital • “Building a healthy community one individual at a time” Health Alliance • “Making healthy personal” HonorHealth • “Exceptional, personalized care” Hudson Hospital and Clinics • “One patient at a time” Magnolia Regional Health Center • “Centered” around you” Maine Medical Center • “Better. For you” Martin Health System • “Focused on you” Saint Joseph Mercy Port Huron • “We treat every person like a member of our family” Rockdale Medical Center • “Our specialty is you” St. Luke’s Hospital – MO • “We specialize in you” Thorek Hospital and Medical Center • “Putting you first” Union Hospital (MD)

9. What’s the contribution margin for Treat customers like customers: Take full advantage of every interaction a total knee replacement? an annual wellness visit? a colonoscopy? What’s the CUSTOMER LIFETIME VALUE for John Rodriguez?

12. Putting the customer at the center is about managing relationships TAKING FULL ADVANTAGE OF EVERY INTERACTION

13. Next Best Action National Basketball Association

15. Find out what matters to your customers

16. 2. Change operations

17. 3. Decide what matters to you • Patient volume • Revenue • HCAHPS scores

18. 5. Get buy in, and drive it CENTRALLY

19. 6. Get water to the end of the row

20. Integrate CRM, EMR, data

21. Marketing Doc office CRM Insights Engine Surgery Center NBA Hospital A Imaging Center

22. Process Culture • Required fields • Weave into workflow • Marketing owns consumers • Internal comms and training

23. CLINICAL DATA OVERVIEWANGELIQUE RUSSELL, MPH

24. Where is Clinical Data?

25. Where is Clinical Data?

26. Where is Clinical Data? HL7: A set of standards for sending healthcare data between software applications. Consolidated Clinical Document Architecture (CCDA): more recent XML-based standards for exchanging healthcare records, including visit summaries.

27. Why Do We Need Data Standards From the hospital… • Patient could be admitted to the hospital for an acute condition • Different vendors may be utilized for patients’ laboratory, pharmacy, and EHR systems • Need to seamlessly share data to provide information needed to care for this individual To the doctor’s office… • Other providers involved in the coordination of their care (may be outside of the hospital’s health system) • Physicians may also have different systems within their practices Personal records • Care summary or test results to maintain for their own personal records. • The consumer is becoming an increasingly active stakeholder in this ecosystem In healthcare, standards provide a common language and set of expectations that enable interoperability between these systems and/or devices

28. ...Why Standards are not Enough • Free text continues to be a rich and accurate source of healthcare information thanks to natural language processing (NLP). • Implementing standards and endless upgrade cycles have detracted from innovation necessary to derive value from data. • Healthcare IT staff is optimized for implementation and adoption. Data-driven INNOVATION requires an expanded skillset.

29. What is an algorithm? • “A step-by-step procedure for solving a problem or accomplishing some end…”

30. What is an Algorithm? • “Especially by a computer.” – Merriam Webster “POC Advisor” by Walters Kluwer, 2015

31. Sepsis: Diagnostic Algorithm

32. Sepsis: Treatment Algorithm

33. How are EHR systems helping?

34. Leveraging EHR data for Clinical Decision Support A targeted real-time early warning score (TREWScore) for septic shock By Katharine E. Henry, David N. Hager, Peter J. Pronovost, Suchi Saria Science Translational Medicine 05 Aug 2015 : 299ra122

35. Algorithms for Pattern Recognition

36. Deriving Value from Clinical Data

37. Digital Health Offers a New Frontier of Data Digital health technology is patient-centered by design. Patient engagement and collaboration will be key to success.