HIMSS Executive Institute Leadership Live
Dallas, TX | May 14-15, 2018
Listening to the Consumer – How Digital Brings Together the Phone, Alexa and Other Tools
It’s the Monday after the holiday and a snowstorm, and the call volume to your physician practice spikes. Calls are dropped, wait times are long, and patients are frustrated. You want to redirect patients to your website and app, but your agents don’t know that and don’t have the tools to divert.
There’s a better way.
Atrium Health is exploring how consumer product and e-commerce companies are changing the way people shop and select to inform how to build a world-class consumer experience that is connected and convenient. It’s more than just building a website, call center, app or Alexa skill; it’s about building a rational, connected experience.
Atrium will share how it has approached what it’s doing with these emerging technologies, what it has learned from them, and how it has applied design thinking linked to strategies to build and deploy tools to make healthcare easier to access and manage. Explore Atrium’s successes, failures and lessons learned, and hear how its assumptions were challenged and how it pivoted to meet the consumer need.
From Sesame Street to Main Street
For more than a century, Children’s Health in Dallas has been caring for pediatric patients in the Dallas/Ft. Worth area, across the state of Texas, and around the world – aggregating technology, data and community resources to achieve optimal wellness where patients live, learn and play.
Children’s Health operates in a unique environment, situated in a double-digit percentage growth region for the pediatric population. The rate of uninsured children in the region is nearly twice the national average: one in five children lives in poverty, and one in ten homeless children live in Texas. With this challenge, Children’s Health has been extending care beyond the hospital walls and into the community where patients live, learn and play through population health initiatives. Children’s Health has evolved its care model over the past several years by leveraging technology and forging partnerships. As a result, patients and families have easier, more convenient access to world-class healthcare.
The journey to population health continues to be an evolution. Initially, disparate boutique systems were necessary to meet the community’s needs. But as technology capabilities have matured, Children’s Health has been able to sunset boutique systems in favor of enterprise solutions, yielding operational efficiencies and comprehensive data integration.
The Children’s Health population health program has journeyed from Sesame Street to Main Street. Today, technology is in the background and is embedded in each step of the care process. Health information exchanges facilitate more informed care delivery to patients, while medication sensors monitor medication adherence in transplant patients and confirm asthma inhalers are used. Telemedicine programs connect to remote NICU and emergency rooms across the state. School-based telehealth programs make it possible for students to see a physician from the school nurse’s office. And in the acute care setting, robotic virtual rounding allows physicians to see geographically diverse patients.
Healthcare has outgrown traditional care models… learn how to make technology your main street to improving quality care delivery.
Children’s HealthSM has been on a journey to promote the health and wellness of patients and families in the community since its inception more than 100 years ago. As the healthcare industry transitions from a fee-for-service to a value-based care model, it’s more important than ever to effectively manage high-cost and high-risk patients. This is accomplished by the foundational systems built off of the EMR – including Epic’s Healthy Planet, which enables us to define, understand, engage and track patient populations; and a mature virtual platform that helps us improve quality of care for patients with chronic conditions, manage their at-risk contracts and ACO/CIN relationships, and safeguard the wellness of the overall patient population.
During the tour, Children’s Health will discuss the power of population health and highlight several positive-outcome stories related to our programs. The presentation will include demonstrations of:
The technology demonstrations and walking tour of the organization’s flagship hospital, Children’s Medical Center Dallas, will allow participants to see different technology programs and components in action.