tag:blogger.com,1999:blog-61723765164924667052024-03-13T03:38:14.740-04:00PatExBuilding a Continuum of Care through SatisfactionAnonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comBlogger12125tag:blogger.com,1999:blog-6172376516492466705.post-83861731006766405122014-07-01T13:13:00.000-04:002013-04-29T13:14:42.997-04:00PatEx - Patient Experience Management System<div class="separator" style="clear: both; text-align: center;">
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<span style="font-family: Verdana,sans-serif;">PatEx Beta is on its way! More details coming soon on this Marketing and Clinical Solution and Technology. </span><br />
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<span style="font-family: Verdana,sans-serif;">PatEx Alpha is here! Click <a href="http://bit.ly/HXNsAZ" target="_blank">here</a> to become an alpha client. </span><br />
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<span style="font-family: Verdana,sans-serif;">Coming Soon! The PatEx App! Stay Tuned for Additional Details Regarding the Product Launch!</span><br />
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Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comtag:blogger.com,1999:blog-6172376516492466705.post-84518550857991614482012-04-04T08:37:00.000-04:002012-04-04T08:37:00.396-04:00Open Source Development Tools for Healthcare<div style="font-family: Verdana,sans-serif; text-align: justify;">
PatEx is a big fan of open source technology. Fortunately, we have had a great deal of experience using of these technologies in software delivery and development. Here are some of our favorites for a healthcare-based application.</div>
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<a href="http://www.eclipse.org/" target="_blank">Eclipse</a> is an open-source community that develops open platforms and products. The community says its projects "<i>are
focused on building an open development platform consisting of
extensible frameworks, tools and runtimes for building, deploying and
managing software across the lifecycle.</i>" The IDE (Integrated Development Environment) used for all Java, HTML, XHTML, and Java Script. Eclipse with the MyEclipse plug-in for CSS development.</div>
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<a href="http://subversion.apache.org/" target="_blank">Apache Subversion</a> <b></b>(often abbreviated SVN, after the command name <i>svn</i>) is a software versioning and revision control system distributed under an open source license. Developers use Subversion to maintain current and historical versions of files such as source code, web pages, and documentation. Its goal is to be a mostly-compatible successor to the widely used Concurrent Versions System (CVS).</div>
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<a href="http://trac.edgewall.org/" target="_blank">TRAC</a> is an open source, web-based project management and bug-tracking tool. The program is inspired by CVSTrac, and was originally named <i>svntrac</i> due to its ability to interface with Subversion.<sup class="reference" id="cite_ref-0"><a href="http://en.wikipedia.org/wiki/TRAC#cite_note-0"></a></sup></div>
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<a href="http://www.ubuntu.com/" target="_blank">Ubuntu Linux</a> is a computer operating system based on the Debian Linux distribution and distributed as free and open source software, using its own desktop environment.</div>
<br />Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comtag:blogger.com,1999:blog-6172376516492466705.post-24836999530449012822012-04-02T20:54:00.000-04:002012-04-04T08:45:39.191-04:00Value-Based Purchasing (VBP) - A Collection<div style="text-align: justify;">
<span style="font-family: Verdana,sans-serif;">Value-Based Purchasing (VBP) is a potential game-changer in the world of heatlhcare for providers. It will, potentially, demand more of doctors, nurses and other clinicians as well as hospital executives. Information Technology demands will be increased, as well as quality and satisfaction demands including sophisticated reporting. The following are a list of resources for healthcare providers on the basics of the proposed program. Check back periodically as this list will be updated with new information, links and commentary. </span></div>
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<a href="https://www.cms.gov/Hospital-Value-Based-Purchasing/" target="_blank"><b><span style="font-family: Verdana,sans-serif;">CMS.gov - </span><span style="background-color: white; line-height: 19px;"><span style="font-family: Verdana,sans-serif;">The Official Website for the Medicare Hospital Value-based Purchasing Program</span></span></b></a></div>
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<span style="background-color: white; line-height: 19px;"><span style="font-family: Verdana,sans-serif;">This website will be CMS' official source of information about the Hospital Value-based Purchasing (HVBP) Program for hospitals, clinicians, and other stakeholders who share CMS' commitment to transforming the quality of hospital care by realigning hospitals' financial incentives to do so.</span></span></div>
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<span style="font-family: Verdana,sans-serif;">A summary of the current state of the program that highlights the most valuable information.</span></div>
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<span style="font-family: Verdana,sans-serif;"><span style="background-color: white;"><a href="http://www.healthleadersmedia.com/page-1/NRS-267360/How-ValueBased-Purchasing-is-Changing-Nursing" target="_blank"><b>How Value-Based Purchasing is Changing Nursing</b></a></span>
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<span style="font-family: Verdana,sans-serif; line-height: 21px;"><a href="http://www.beckersorthopedicandspine.com/pain/item/10322-hospital-value-based-purchasing-program-an-introduction-for-anesthesiologists" style="line-height: 21px; text-align: -webkit-auto;" target="_blank"><b>Hospital Value-Based Purchasing Program: An Introduction for Anesthesiologists</b></a></span></div>
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<span style="font-family: Verdana,sans-serif;">An introduction of sorts, but geared towards physicians and what physicians should be doing now to prepare and succeed under the new program.</span></div>
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<br /></div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comtag:blogger.com,1999:blog-6172376516492466705.post-67584819058751852602011-10-12T08:35:00.000-04:002012-04-09T13:36:37.619-04:00What I learned from Vanderbilt University Medical Center<div style="text-align: justify;">
<span style="font-family: Verdana,sans-serif;">(by Patrick Talmadge Harris -
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<span style="font-family: Verdana,sans-serif;">Recently, I have been reflecting on my early years I spent in healthcare business and product development. I was very fortunate to work with Vanderbilt University on a variety of initiatives. They provided a great incubator for our business at a variety of levels, a great resource for recruiting top student talent and a wonderful on-site learning experience for me. The experience was great and I continue to incorporate what I learned into current projects. Here are a few quick points to recap what I learned:</span><br />
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<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Be open to communication with vendors;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Promote student and business community interaction;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">People, environment and systems all contribute to the patient experience;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Embrace the incubator and resources you can provide to help businesses innovate;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Quality models are evolving and play a big part in process improvement and strategic planning.</span></li>
</ul>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.com0Raleigh, NC, USA35.772096 -78.63861450000001735.644135999999996 -78.812607500000013 35.900056 -78.464621500000021tag:blogger.com,1999:blog-6172376516492466705.post-57216050714609629542011-06-24T08:56:00.000-04:002012-05-07T08:54:44.640-04:00Tips to Engage Patients in Accountable Care and Personal Health<div style="font-family: Verdana,sans-serif;">
<span class="Apple-style-span">1. Make initiatives to communicate with patients using a variety of channels.</span></div>
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<span class="Apple-style-span">2. Ask (lots) of questions - all parties involved.</span></div>
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<span class="Apple-style-span">3. Utilize reminder and alert features in applications.</span></div>
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<span class="Apple-style-span">1. <span class="Apple-style-span" style="line-height: 17px;">Patients receive help from staff quickly.</span></span></div>
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<span class="Apple-style-span"><span class="Apple-style-span" style="line-height: 17px;">4. </span>Patient would recommend the organization to family or friends.</span></div>
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<span style="font-family: Verdana, sans-serif;">1. Get other vendors on board early (hospital, physician, ACO administrators) - define goals and requirements.<o:p></o:p></span></div>
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<span style="font-family: Verdana, sans-serif;">2. Focus on defined goals from the beginning.<o:p></o:p></span></div>
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<span style="font-family: Verdana, sans-serif;">3. Good Project Management is essential - People that are trained in large scale implementations and workflow engineering.<o:p></o:p></span></div>
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<span style="font-family: Verdana, sans-serif;">4. The truth is in the numbers - focus on ROI and Cost-Savings.</span><o:p></o:p></div>
</div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.com0tag:blogger.com,1999:blog-6172376516492466705.post-56015177311833511912011-05-24T09:46:00.000-04:002012-04-23T10:01:32.966-04:00A Perspective on the Role of Consumerism in Healthcare<div class="MsoNormal" style="font-family: Verdana,sans-serif; text-align: justify;">
(by Patrick Talmadge Harris – CEO & Founder, PatEx)</div>
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Retail Reflection</div>
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Lately I’ve been thinking of one of my favorite specialty food stores in the triad area of North Carolina. I have vivid memories of it as a child with my mother before football games, during college as a decompression spot after exams and as an adult in a business capacity. It is truly an amazing business. One thing that makes it an amazing business is the in-store experience itself. So what makes it an amazing in-store experience? Personable and educated staff, wonderful merchandising – engaging and makes the customer want to buy - and great customer service. This particular retail business has many, many repeat customers and each party values the other as a business partner. </div>
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Food is a variable product (even more extreme than most consumer products) and the supply chains are difficult but even more difficult the higher you set the quality bar. This is an interesting concept to say “you get what you pay for,” but is the same true for healthcare? Sure, I think it is as it is about perceived value. With certain constants held equal, certain variables across ‘platforms’, and an expanding list of factors, perceived value is a vital part of process improvement for healthcare organizations. </div>
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Retail Customer Service Applications to Healthcare</div>
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<li style="text-align: left;">Promote a wonderful “in-store” visit – educated, friendly staff – pleasant physical environment, ‘visual merchandising’ – think – digital communications that promote a great consumer user experience;</li>
<li style="text-align: left;">Increasing awareness of healthcare quality and specialty;</li>
<li style="text-align: left;">Customer Service is a given;</li>
<li style="text-align: left;">Think – Value Add.</li>
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</div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comtag:blogger.com,1999:blog-6172376516492466705.post-52018787923472715382011-05-13T14:29:00.000-04:002012-04-09T13:35:22.569-04:00Building a Patient Experience Management (PEM) System – Insights and Ideas<div class="MsoNormal">
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<span style="font-family: Verdana,sans-serif;">(by Patrick Talmadge Harris – CEO & Founder, PatEx)<o:p></o:p></span></div>
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<span style="font-family: Verdana,sans-serif;">After viewing a few of my tweets or reading my blog posts, it’s easy to see (hopefully) that I believe the patient experience must be a top priority for healthcare organizations to achieve accountable care. The ‘experience’ (customer experience) is an often talked about topic in business and industry recently – what it means and how does it (the model) make money (revenue growth) and profitable. While we know that negative “experiences” can be “bad for business,” providing a positive experience for a healthcare customer can be far more reaching, achievable and possibly measurable in healthcare. While the ‘experience’ in the past was a somewhat abstract and intangible term, this is no longer the case in this digital age – things happen quickly and the moment matters. Even the technologist in me believes that the road to a patient management system (one as we can hope for or dream about) is a long one, those that work towards and implement one based on continuous process improvement, now, will be the healthcare leaders of the future.<o:p></o:p></span></div>
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<span style="font-family: Verdana,sans-serif;">PEM congruent to CRM, not equal<o:p></o:p></span></div>
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<span style="font-family: Verdana,sans-serif;">Virtually every product, service and solution provider (any business concerned about retaining and growing their client base and making more money) has implemented a Customer Relationship Management (CRM) system. Yes – it was a debated subject with stories of failed implementations but now has seen several stages of next technologies with new features and applications. They have proven in most industries to grow businesses with financially quantifiable results. In healthcare (I have learned) workflow is the primary driver and differentiating factor that is unique to the business processes in this industry (patient care cannot be impeded by technology). A system must exist and it must improve the quality of care and make organizations money. However, there are a few ‘value-add’ ideas that we can take from CRM systems and adapt to healthcare. </span></div>
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<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Technological integration and outreaches to patients about existing care, telehealth and preventative medicine;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Dashboard communications including all involved parties with customizable features and displays;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Display of care and operational goals and metrics;</span></li>
<li style="text-align: justify;"><span style="font-family: Verdana,sans-serif;">Data-driven health and operational decisions from customer interaction.</span></li>
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<span style="font-family: Verdana,sans-serif;">While the look and feel of these systems (or successful systems) is very much TBD – a unified, customizable dashboard with relevant information – designed to deliver improved care – is vital for success. Physicians, nurses, administrators, payers, customers, etc. often need the same information just displayed in different ways in providing their part of accountable care. <o:p></o:p></span></div>
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<span style="font-family: Verdana,sans-serif;">Improved quality of care and providing cost savings is attainable through patient experience management. </span></div>
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<br /></div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.com0tag:blogger.com,1999:blog-6172376516492466705.post-49676058731354194842011-05-11T08:46:00.000-04:002012-04-17T11:56:24.849-04:00Five Insights/Tips for Creating a Digital Strategy for Accountable Care<ol style="font-family: Verdana,sans-serif;">
<li><span style="font-size: small;">Utilize existing technology - Use proven infrastructure that is cost-effective and easily supported.</span></li>
<li><span style="font-size: small;">Strategy is an organizational effort - Clinical, IT, Quality, Operational, Marketing, etc.</span></li>
<li><span style="font-size: small;">Data drives process improvement.</span></li>
<li><span style="font-size: small;">Make 'meaningful use' of technological efforts.</span></li>
<li><span style="font-size: small;">The experience matters (Patient Experience Management).</span></li>
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<br /></div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comtag:blogger.com,1999:blog-6172376516492466705.post-56528621266489944112011-05-04T09:17:00.000-04:002012-04-11T08:46:41.560-04:00Utilizing Current Technology Trends to Create Meaningful Use of Social Media and Digital Strategy for Accountable Care Organizations<div style="font-family: Verdana,sans-serif; text-align: justify;">
(by Patrick Talmadge Harris – CEO & Founder, PatEx)</div>
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As social media platforms become “the digital dashboards of our consumer lives,” I think it is important for organizations to become aware of what I call “critical mass” – a saturation level of followers/users and engagement opportunities for efforts to be beneficial for all – providers, payers, employees and patients. The link between the patient experience and social media platforms is critical and growing, but for organizations (big and small, linked and unlinked), meaningful engagement is key. There are a few basic principles all should follow such as posting relevant information targeted to a client base, frequent communication and multi-channel outreach. The technology is relatively new and should be a continuous process for engagement and better care. With this said, there is existing (and readily available and adopted) technology that can help social media engagement for long-term benefits.</div>
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Email Marketing -> Social Medial Critical Mass -> Future Enhanced Engagement</div>
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Chances are, as an organization, or as an individual, you are familiar with email marketing (and most of it is NOT spam). While I can go on and on about the benefits and applications of email marketing, let’s looks specifically about its usage to engage patients in better health and reaching critical mass:</div>
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•Provide links to targeted social media platforms in email marketing messages. Email marketing platforms usually do a great job of providing analytics for user so organizations should track these related to engagement to social media.</div>
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•Promote social media in marketing campaigns. Your email marketing strategy is part of your overall digital strategy – an integral part of your marketing, technology and overall strategic plan. Organizations should communicate their social media strategy plan and utilization means now through more familiar email marketing with patients to better build and refine strategy for the future. The campaigns should focus on better health for populations, clinical communications and operational efficiency.</div>
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•Email marketing and communications should include patient satisfaction surveys. Yes – organizations must show positive patient experiences across the continuum of care. This supports pay-for-performance initiatives and also provides process improvement data to drive organizational improvement.</div>
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Cloud Computing for Accountable Care</div>
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Again, I can blog about the benefits of web-based supported technology and implementing a cloud-based infrastructure to drive and support and organization’s communications, and as the driving force behind the formal technology strategy. If you have not already started, an up-to-date infrastructure will be necessary for the delivery of accountable care (and their associated organizations). </div>
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Electronic communications must be unified, synched and real-time. This is necessary to the entire digital ecosystem that will be an integral part of your digital strategy and infrastructure. If one part of the critical success components of accountable care is not ‘up-to-speed’ (so to speak) that organization is accountable and communications will suffer. This could mean that pay-per-performance metrics may not be met and all entities will suffer. This raises the issue of who is responsible for bringing discrete entities up to tech speed when forming an accountable care organization (but all I will say is that good leadership, strategy planning and the execution of implementation will lead the way). Successful organizations should adopt a web-based strategy. Cloud computing is the norm and has the support as the cost-effective infrastructure solution (from implementation, maintenance and growth perspectives). The cloud has the power to gain critical mass quickly so organizations should embrace it and utilize it. </div>
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Email marketing and cloud computing are just two tools organizations should leverage to attain and support accountable care through social media. Start now with creating your digital footprint!</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjaZvYJKRbUsSXcGQZ5NJLV_2yz2FMRfLEzpVMmi2cgngIMqlf5eQOotpQd-P84O4Lc5nuesfpZ226zGwG51ru7ZNIr-EY-_CaHXsv8lWcJ0aP730aaUWtQTZ_WOBPDdyOZKdbnhLasT4A/s1600/blog_patex_image_03MAY11.JPG" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" height="178" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjaZvYJKRbUsSXcGQZ5NJLV_2yz2FMRfLEzpVMmi2cgngIMqlf5eQOotpQd-P84O4Lc5nuesfpZ226zGwG51ru7ZNIr-EY-_CaHXsv8lWcJ0aP730aaUWtQTZ_WOBPDdyOZKdbnhLasT4A/s200/blog_patex_image_03MAY11.JPG" width="200" /></a></div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.comtag:blogger.com,1999:blog-6172376516492466705.post-88171862586234721442011-04-28T10:00:00.000-04:002012-04-10T08:23:20.275-04:00The Patient Experience, Social Media and Business Intelligence as they link to Accountable Care<div style="font-family: Verdana,sans-serif; text-align: justify;">
(by Patrick Talmadge Harris - CEO & Founder, PatEx)</div>
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Lately, I’ve been tweeting and posting a variety of topics regarding Accountable Care and ways to achieve this patient-centric care model for wishful organizations. While the current regulations may be ‘fuzzy’, proof does exist (or is starting to form) on successful practices to initially form and pave the way for this type of model. While there are what some call “critical success factors” for early, maturing and late stage models, many of the ideas (and ideals) are certainly new and foreign to healthcare and existing system infrastructure. There is no doubt that the industry is filled with a huge amount of brainpower with the ability to execute, but are organizations and the individuals that make up the organization willing to adapt?</div>
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After studying such models, I am fascinated with the role of the patient experience, social media and business intelligence – and even more so – the way each of these factors, ‘tools’ and conditions exist to provide a critical interchanging mechanism for successful patient-centered care. While most published information is, honestly, naïve and elementary when attempting to provide guidance, it is the nature of the business. They are seen as discrete entities but as the industry and these critical factors mature, organizations must embrace the complexities and linkage. </div>
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The Patient Experience – Links to Social Media</div>
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Most will agree the impact of social media (now and especially in the future) as the consumer dashboard of our digital lives. Also, from a business perspective it will become a way of doing business in the future (as it continues to grow in acceptance). Not only is it a platform but an experience in itself. Healthcare organizations must utilize and capitalize on social media to create wonderful patient experiences (before, during and after care). Most successful models (of Accountable Care, patient-centric care, etc.) emphasize the importance of patient satisfaction, and rightfully so – patients are consumers and consumers have a choice. This means for Accountable Care, happy and repeat customers are critical for long-term sustainability for a healthcare organization. Obviously, there are challenges and legwork that must be done for social media to achieve “critical mass” for meaningful use, but there are ways to use these platforms now to enhance the patient experience such as communication with your client/patient base on a broadcast level as well as on an individual level, providing pre-and-post care information, clinical dialogue exchange, and ways to communicate with current and potential clients about what you (as an organization) has to offer. Competition does exist (more increasingly in healthcare) and now is the time for organizations to use existing (less expensive platforms) to gain critical mass and a knowledgeable customer base. Providers, patients and payers now need to recognize and utilize the effectiveness of communication in all aspects of care - clinical, operational and ‘meaningful use’. </div>
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Social Media and Digital Strategy – A Continuous Process Improvement Tool</div>
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Let’s say you are an early stage to developing accountable care organization, you have established an amazing digital strategy and you have engaged your customers! What’s next and how do I continue and develop this strategy? Like most computerized systems, within these conversations and backend data there exists powerful continuous improvement data. It can be used to achieve improved patient satisfaction (thus more money for organizations), provide a better gauge and knowledge of your geographical patient demographic thus improved decisions (both clinical and operationally) and improved experiences for all (patients, employees, etc.). To achieve these high-level, yet critical goals a variety of methods and practices can be used. These include:</div>
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•Monitoring conversations for process improvement and improved care (both quantitatively and qualitatively);</div>
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•Facilitated communication medium to engage customers to provide information, clinical feedback as well as communicate internally within an organization to better communicate care practices;</div>
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•Utilize the platform to solicit patient satisfaction feedback;</div>
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•Drive internal process improvement communication with reminders and features;</div>
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•Make data driven decisions for accountable care goal metrics to better provide for your client base and what the population clinically demands;</div>
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•Utilize the data to make informed operational decisions.</div>
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The above list can go on and on but should be tailored to an organizations unique care model. To re-iterate proven accountable care models should govern strategy, use cases and executive level decisions but process improvement is a valuable tool in making data-driven decisions about your client population. </div>
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The Beginning</div>
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The goal at hand is patient-centric care and now is the time to embrace the existing technology to improve care and lower costs. In conclusion:</div>
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•Patient Experiences are critical;</div>
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•Social Media is critical;</div>
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•Business Intelligence is critical;</div>
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•All three together produce better care and quantifiable financial results.</div>
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<br /></div>Anonymoushttp://www.blogger.com/profile/01403761552953370825noreply@blogger.com