digital solutions group digital solutions master … solutions playbook... · digital solutions...
TRANSCRIPT
Digital Solutions Group
Digital SolutionsMaster Playbook
Version: 1.0 Last update: 01 September 2016
Contact –Dr.Sandesh R. [email protected]
Dell - Internal Use - Confidential
2 Dell - Internal Use - Confidential
Index
1. Healthcare and Life Sciences
2. BFSI
3. Commercial
Healthcare & Life Sciences(HCLS)
4 Dell - Internal Use - Confidential
Patient Journey Mapping
Pain Points / OpportunitiesThe goal of improving patient satisfaction can be impacted through the use of enabling technologies. Therefore, mapping the overall Patient Experience by identifying challenges in clinical workflow, the patient’s journey and taking a strategic approach to remediation will provide our business partners the foundations needed to write solid policies, procedures and enable further digital patient transformation initiatives.
Solution Features• Document Reviews• Stakeholder Interviews• Observation & Analysis• Management Reviews & Validation• Digital Maturity Assessment Survey
Journey Mapping Key Data Inputs • Know your user• Trigger Points / Expectations• Current Services / Touch Points• Feedback / Reflection• Opportunities
Patient journey mapping for various scenarios to develop digital touch point view of future state
Solution Benefits• Identify pain points that drive post acute care
costs and readmissions• Identify opportunities to enhance overall
patient experience and communication• Identify opportunities for quality improvement
5 Dell - Internal Use - Confidential
Connected Health – IoT SolutionDigital IOT solution to track individual wellness
Pain Points / Opportunities
The reliance of healthcare on IoT is increasing by the day to improve access to care, increase the quality of care and most importantly reduce the cost of care. A digital accelerator for personalized healthcare leading to better outcome
Solution Features• Sensor driven patient vitals capture• Remote monitoring & diagnosis• Wellness coach• Exercise goals & tracking• Medication remainder• Prescription refill• Precaution Alerts
Technology• Cross Platform Support
• Complete IoT Deployment –Sensors/Devices, Edge Processing, IoT Platform, Analytics, Integration and Security
• Hardware and Software Agnostic
• Mobile and Tablet Access
Digital Trends addressed• IoT for healthcare
• mHealth using digital channels
• Wearables & mobile for data capture & Actionable Insights
• Predictive analytics
Solution Benefits• End To End IoT solution
• Bed side patient care as well as remote monitoring
• Integration with enterprise systems/platforms including: EHR/EMR systems, Health insurance exchange (HIE), Population Health and Care Plan Management
6 Dell - Internal Use - Confidential
Population Health
Pain Points / OpportunitiesWith ACO and other new healthcare regulations, it is necessary for both Payers and Providers to be accountable for the population they serve. Hence the need for proactive care coordination, superior care to minimize readmissions, prevention of gaps in care and understanding clinical/socio economic risks become important.
Solution Features• Predictive analytics to identify risk risk
population• Identify correlations and proactively
manage population health around specific disease conditions
Technology• This is a Tableau based dashboard• Uses CERNER EMR data along with clinical
condition information• Uses my SQL as a database• Uses advanced analytics techniques to come
up risk scores and calculate gaps in care metrics
Population health solution to identify at risk patient population, predict complications, and cost implications
Digital Trends addressed• Helps capture the health of the population across
various disease risk groups, and demographics• Helps the Care coordinators to have a better
outreach program with targeted messaging• Helps in identifying potential improvement areas
in extending care
Solution Benefits
• Helps meet stated objectives of an ACO and also helps in reaching out to target audience in a meaningful and personalized manner.
• Awareness of population health conditions, any specific gaps in the care coordination and assess provider performance
7 Dell - Internal Use - Confidential
Patient Experience Platform
Pain Points / Opportunities
In todays digitally connected world. The quality of care is increasingly important as patients begin to exercise their right to choose how and with whom they engage for their healthcare. They demand transparency of data and processes.
Solution Features• Self- Management• Dynamic Scheduling• HIE across diverse care settings• Provider Master• Tracking health & lifestyle data• Social Collaboration• Online payments
Technology• Cloud based platform
• Integrated patient communication services
• Social & Marketing Intelligence integration
• HIPAA & MU Compliance
Patient experience manager provides a single window to interact with the providers and manage their healthcare
Digital Trends addressed• Routine health monitoring & maintenance
• Medical Records access online
• Social media collaboration
• Personalized Campaigns: patient & campaign insights to plan cross-channel marketing campaigns on web
Solution Benefits• Increased patient satisfaction
and experience
• Foster better patient-physician relationships
• Reduce Costs
• Accessibility & Security
8 Dell - Internal Use - Confidential
Member 360 / Patient 360
Pain Points / OpportunitiesWith ACO and other new healthcare regulations, it is necessary for both Payers and Providers to be accountable for the population they serve. Hence the need for proactive care coordination, superior care to minimize readmissions, prevention of gaps in care and understanding clinical/socio economic risks become important.
Solution Features• Similar to Tech features and digital
trends pointers
Technology• Cloud hosted on demand solution• Accessed CERNER databases extract
population level data• Uses advanced analytics techniques to come
up with risk scores and calculate gaps in care metrics
• Uses Tableau for data visualization• Front end is .net application
The solution provides single view of patient / member leveraging traditional and non traditional data sources
Digital Trends addressed• Helps capture the health of the population across
various disease risk groups, and demographics• Helps the Care coordinators to have a better
outreach program with targeted messaging• Helps in identifying potential improvement areas
in extending care
Solution Benefits
• Helps to get a holistic view of patients and member
• Awareness of consumer needs and requirements for better connect and care management.
9 Dell - Internal Use - Confidential
HCAHPS Solution
Pain Points / Opportunities
Social media is a rich source of patient feedback for hospitals. Social media empowers patients to reach out to hospital authorities in real time. Through this solution, hospitals can leverage patient feedback from social media to track the hospital's healthcare service levels and its impact on its HCAHPS Score.
Solution Features• Single page heat map view• Trends & comparison analysis• Alerts system to notify negative scores• Deep dive into review text & URL• Ability to export data• Ability to integrate data from other
sources
Technology• Rest API based application design
• Responsive UI which supports all devices
• Social media platform integration
• Cloud-ready, disconnected architecture
Social HCAHPS lets providers capture feedback from patients in social and web networks
Digital Trends addressed• Rest API based application design
• Responsive UI which supports all devices
• Social media platform integration
• Cloud-ready, disconnected architecture
Solution Benefits• Proactive initiative to track and monitor service
delivery at hospitals and facilities
• Scalable to other industries including retail, education, banking etc.
• Highly flexible to integrate other data sources
10 Dell - Internal Use - Confidential
Campaign Management
Pain Points / OpportunitiesWhile healthcare organizations have long been focused on simply prescribing and providing care, the focus of healthcare has shifted to the patient’s personal experience. As a result, healthcare marketing experts are now making the patient experience a priority and striving to create communications that make the entire experience better.
Solution Features• A single marketing view of customers• Cross-channel seamless customer
experiences• Marketing automation and triggered messaging
capabilities• Robust execution engine• Segmentation & Targeting• RTIM, Reporting and analytics capabilities
Technology• Sitecore: Cloud-based platform• Contact data optimization • Multi-tenant architecture • Sitecore automation software offers
several third party integrations• Compliance with HIPAA and MU
mandates
Marketing campaign solution to drive awareness & patient experience
Digital Trends addressed• Marketing automation• Lead nurturing and management• Personalized campaigns• SaaS evolution to MaaS• Brand awareness and demand generation
Solution Benefits• Optimize Campaigns: Attracts new patient but also retain
existing patients by improving their experience in pre-care, point of care and post care.
• Multi-channel contextual campaign support • Easy, Flexible and scalable solution • Hardware independent platform based on market standards • Supports clusters definition and micro-marketing
communication
Facebook MobileEmail landing page & Form Email template
Twitter Card –Lead Generation
11 Dell - Internal Use - Confidential
Patient Engagement with CRM Solution
Pain Points / OpportunitiesWith more dollars coming out of the consumer pocket, less loyalty and more value on convenience, brings greater fragmentation within health systems. The need to achieve economies of scale, revenue and better coordination across a patient’s care is optimal. Patients and providers alike need more choices for healthcare services = Value-based care
Solution Features• Demographics and preferences• Managed communications (e.g., alerts,
reminders • Improved interactions with care team• Questionnaires and surveys• Personalized recommendations• Satisfaction and loyalty measures
Technology• Cloud based platform
• Integrated patient communication services
• Social & Marketing Intelligence integration
• HIPAA & MU Compliance
Post discharge patient engagement with integrated CRM
Digital Trends addressed• Patient Marketing
• Physician Referrals & Management
• Contact Management
• Care Support
• Clinical Trials
• High-Value patient services
Solution Benefits• Reduce readmissions by engaging patients
after discharge• Readmission prevention performance is
collected and easily reportable in dashboards.• B2B opportunities for marketing health system
offerings to other health providers, managing vendor / supplier relationships, etc.
12 Dell - Internal Use - Confidential
Geofencing & Service Recovery
Pain Points / OpportunitiesQuick notification of a service failure to administrators ensures that the issue is fixed in no time and that customers feel valued as their social media message had been treated with utmost importance. When customer finds out that service recovery has been carried out quickly, then he is motivated to post positively on social media about the brand.
Solution Features• Ability to accurately geo-fence a
facility/area using polygon outlines• Can geo-fence accurately over 5
kilometer radius• Ability to capture tweets, Instagram posts
and other social posts• Can filter for keywords to focus the
monitoring
Technology
• Mobile App & Responsive Emails
• SalesForce Integration
• Live Streamer
• Data Export in CSV or PDF format
• Social & Marketing Intelligence
Real-time location-based social media intelligence for service recovery
Digital Trends addressed• Predict the Unknown: Stay ahead of topics, trends and
situations with proactive insights and alerts • Visualize Content: See real-time geosocial content in
seconds• Discover Data: Discover trends and patterns to inform
better decision-making and respond effectively and efficiently based on real-time location-based insights.
Solution Benefits• Helps live events monitoring for security threats• Very handy during disaster events to locate
people and send help/supplies• Helps understand and locate markets from
social media posts• Act real-time based on customer insights
through location based monitoring• Helps marketing and advertising in targeting
13 Dell - Internal Use - Confidential
eVisit – Telehealth Solution
Pain Points / Opportunities• Huge operational costs
associated with facilities and logistics
• Eliminate paper based forms• Eliminate need for a physical visit• Patient in control for scheduling
and/or rescheduling the visit
Solution Features• SharePoint online that fully
integrates eVisit documentation with editing, storage, distribution functionality and version control.
• Dedicated eVisit Workspace• Integrated Audio/Video Capability• Quick Document Viewer• Template based document
management • Pre-defined document templates
(Prescriptions, Referrals, etc.)• Reminder Alerts for scheduled
appointments
Technology• Microsoft SharePoint
Online (Cloud – Office 365)• Microsoft Skype for
Business
Cloud based tele consult platform for virtual consultations and monitoring
Digital Trends addressed• Digital Workspace: Document
Management, eForms, Automated Workflow Process
• Mobile: Responsive Web User Interface
• Cloud
Solution Benefits• Real-time Video/Audio
collaboration
• Enable Remote collaboration, reducing the need for physical presence
• Enhance patient engagement
• Improve patient satisfaction and experience
14 Dell - Internal Use - Confidential
HealthGen – Consumerism Solution
Pain Points / OpportunitiesClear and consistent communication with members, providers, employer groups and brokers is now a critical differentiator for health plans that wish to be considered market leaders. This solution provides the ability to address the public and private marketplace process and system inefficiencies.
Solution Features• Complete browser independence• Mobile phone/tablet support• Identity management• Multilingual support• Handicap features such as voice
activation• Policy Card on Mobile wallet
Technology•Application Portability•Service Oriented Architecture (SOA)•Cloud or On-Premise hosting•HIPPA/EDI X12 Formats •Connectivity to FFE APIs•HTML5•.NET Framework
HealthGen is an HIX focused mobility solution to enable digital engagement, digital commerce and digital operations challenges of HIXs
Digital Trends addressed• Health plan commerce experience • Mobile• Cloud
Solution Benefits• Provide health plan product information:
Provider networks and benefits; Prices / cost sharing
• Assist in the purchase, regardless of Exchange type: Present products; Support selection
• Capture necessary: Member / household demographics; Billing & payment information
Website
Mobile App
15 Dell - Internal Use - Confidential
HealthGen – Consumerism Solution (continued)
Pain Points / OpportunitiesClear and consistent communication with members, providers, employer groups and brokers is now a critical differentiator for health plans that wish to be considered market leaders. This solution provides the ability to address the public and private marketplace process and system inefficiencies.
Solution Features• Shopping cart experience• Enrollment mechanism• Mobile access• Health management
Technology•Application Portability•Service Oriented Architecture (SOA)•Cloud or On-Premise hosting•HIPPA/EDI X12 Formats •Connectivity to FFE APIs•HTML5•.NET Framework
HealthGen digital commerce portal to help health plan purchases in a seamless way
Digital Trends addressed• Health plan commerce experience • Mobile• Cloud
Solution Benefits• E-Commerce – Address wide market space
with shopping cart experience for health plans• Experience – Ability to customize, check out,
and manage health plans providing extensive account management experience
• Efficiency – Ability to bulk import employee data, exchange plans, etc. to increase efficiency within the process. Additionally, offering self-service management capabilities for members/account holders
Inside the Marketplace
16 Dell - Internal Use - Confidential
Hospital app
Pain Points / Opportunities
• Multi channel patient engagement
• Patient loyalty improvement
• Digital experience
Solution screen shots
Solution Features• Find ER care, doctor, specialist
• Location with maps, ER wait time
• Access to patient portals
• Appointments, drug refill
• Secure collaboration with caregiver
• Hospital services information
Technology• Cross platform mobile app
• Supports iOS & Android platforms
• Customizable Layouts, colors, logos and fonts
• Industry-standard web services layers
Hospital branded mobile app for patient engagement
Digital Trends addressed• Digital as an enabler for providers to
engage with patients
• API integration with hospital enterprise sys
• In hospital geolocation and navigation
Solution Benefits• Improve patient satisfaction
and experience
• Enhance patient engagement
• Drive new patient registration
• Engage with patients 24/7/365
• Provide easy navigation options inside hospital
17 Dell - Internal Use - Confidential
In-Patient Engagement
Pain Points / Opportunities
• In patient engagement to improve patient satisfaction as reflected in surveys like HCAHPS
• Provide digital content and information for better health education
Solution screen shots
Solution Features• Patient day schedule• Access to care team• Medication & exercise information• Collaboration with care givers• Educational videos• Ongoing patient surveys (vs. post
facto), health news
Technology• Windows 8 Tablet application
• HTML5, Phonegap, jQuery, jQuery Knob, jQuery UI, Knockout JS
• Metro UI theme for Windows
• Radial dial controls for app features
Enhance patient care for hospitalized patients – focused around HCAHPS outcomes
Digital Trends addressed• Mobile as a channel to improve patient
care in hospitals
• Digital survey to capture patient / caregiver feedback as part of care
• Digital health education
Solution Benefits• Increased adherence to care
• Patient education through videos, articles directly relevant to patient illness
• Better care management
• Improved hospital HCAHPS scores and brand image
18 Dell - Internal Use - Confidential
DICOM Viewer
Pain points / Opportunity
• Remote radiology reporting
Solution Features• View patient DICOM images• Study & Analyze images• Annotate, measure, flip, zoom image• Record findings, digital signature• Save & push report to PACS server• Doctor can view finished reports• Recommend medical intervention
Technology• Windows 8 native tablet application
• Integration provision with any standard PACS / RIS system using HL7
• Windowing tool to adjust level contrast
Mobile solution for Radiologists to access the studies/exams in various modalities (CT/X-ray/MRI, etc.) remotely
Digital Trends addressed• Mobility & timely intervention for
radiologists through digital channel
• PACS / RIS extension to non-legacy interfaces
• Remote annotation and reports using mobile
Solution Benefits• Remote access of DICOM to radiologists
• Flexibility for radiologists on the move
• Improved emergency care
• Universal architecture to integrate with any standard PACS / RIS
19 Dell - Internal Use - Confidential
Mobile Service Desk
Pain points / Opportunity
• Enterprise users ( Physicians, Nurses, associates etc.) do not have time to call the service desk to report an IT issue
• Users find it cumbersome to wait in a call center queue to be answered
Solution Features• Service desk dashboard• Report an IT issue• Track status of issues• Click2call helpdesk• Scan asset tag• Outages & service desk messages• Self service password reset
Technology• Prototype mockup with features
• Flinto prototyping for iPhone
• Flexible branding & color scheme
Mobile service desk to report & track IT issues for hospital staff
Digital Trends addressed• Service desk on Mobile
• Analytics of incoming tickets & resolution
• Service KPIs Dashboard on mobile
• New alternatives to legacy service desk
Solution Benefits• Flexibility to report issue on the go
• Real time notification on desk outage
• KPI dashboard
• Customizable solution across industry
Mockup screens - https://www.flinto.com/p/c5b73a6a
20 Dell - Internal Use - Confidential
Breast Cancer Health Education app
Pain points / Opportunity
Cancer can be prevented with right set of education & preventive care with self diagnosis. Mobile could be used as a channel to propagate breast cancer related information to potential patients & also engage with patients diagnosed with cancer
Solution Features• Educational videos & content• Self diagnosis videos, checklist• Access to cancer specialists• Diagnostic tests for potential cases• Post operative care• Info on reconstructive surgery• Shop for post surgical wardrobe
Technology• Prototype mockup with features
• Flinto prototyping for iPhone
• Flexible branding & color scheme
Mobile prototype with educational content, diagnosis, self care & post treatment features
Digital Trends addressed• Digital educational delivery using CMS
• Management of chronic illness using mobile
• Social media integration to share care content, surgical wardrobe & badges
Solution Benefits• Concept can be extended to manage any
chronic illness
• Solution can be customized for individual care provider
• Engaging gamification concepts
Mockup screens - https://www.flinto.com/p/92590eb6
21 Dell - Internal Use - Confidential
HIX on Mobile
Pain points / Opportunity• In adherence to ACA, Payers need
to provide online Insurance exchanges for consumers to compare Insurance plans and enroll
• Dell has built a HIX platform as an “Off the shelf” solution, supporting both individual and group plans
Solution Features• Browse plans, check plan details,
compare plans• Shop for relevant plan• State subsidy & APTC calculation• Select PCP & enroll for a plan• Insurance payment & renewal• Health ID card on mobile
Technology• iOS & Android – Phone & Tablet
• Phonegap cross platform HTML5
• Intuitive UI
• Health ID card scan
Mobile solution for Payers to enroll members through HIX as per ACA
Digital Trends addressed• Digital channel for HIX
• Mobile solution as per ACA
• Enrollment through state / federal HIX using mobile
• Digital ID card
Solution Benefits• Ready solution for Payers wanting to
setup their own HIX
• Member enrollment as per ACA
• Improved member onboarding
22 Dell - Internal Use - Confidential
Light House – Medical Rep app
Pain points / Opportunity
A solution to help medical representatives in Pharma industry automate their day to day tasks & better engage with physicians in propagating medical drugs
Solution Features• Planning for the day• Market survey• Custom pitch to physician• E-detailing with videos, dosage etc• Capture doctor feedback• Drug order & inventory management• Track individual sales
Technology
• Windows 8 tablet prototype
• Native C# .Net
• Native charting / graph components
Mobile solution for medical representatives to e-detail drug information to physicians
Digital Trends addressed
• E-Detailing for Life sciences clients
• Analytics of area specific drug movement
• Content management on mobile
Solution Benefits• Efficient handling of visits
• Engaging & custom pitch to physicians
• Better buy-in for drugs
• Split view on tablet for easier detailing
23 Dell - Internal Use - Confidential
Wearables for Wellness
Pain Points / Opportunity
In the current scenario of digital healthcare ,there are increasing demand to Proactive Health Monitoring leveraging new wearable technology to identify health risks and to improve health in order to reduce mortality rates
Solution Features• Fit bit & Jawbones cloud data
source integration • Series of data upload from device
in Wi-Fi mode• RESTFUL API with OAuth 1.0 for
user data modification• Wearables data on mobile
Technology• Apple iOS 7 iPad app
• SQLite, REST/JSON web services,
• HTTS protocol on SSL layer
• Cloud API integration
Wearables integration with mobile for wellness
Digital Trends Addressed• Wearables for tracking wellness
• Wearables integration through Cloud API to mobile
Solution Benefits• Wellness goal achievement prediction
• Risk Stratification
• Monitor a wellness product
• Health linked insurance premium
24 Dell - Internal Use - Confidential
Boomi Accelerators
Pain Points / Opportunities
A healthcare organization needs to exchangedifferent types of data i.e. Clinical, Operational,Financial etc. between it’s partners; or forReporting and Analytics. Boomi’s support forvarious data formats(X12, HL7, XML etc.) andcommunication protocols (MLLP, web servicesetc.) simplifies the development of suchintegration solutions.
Solution Features
• Perform data extraction, transformation, de-identification, transaction management and reporting.
• Data transformation between various standards like EDI-X12, HL7, NCPDP, as well as the non standard custom formats
Technology
• Edge Server
• Cloud based platform
• iPaaS platform
Integration plug-ins for Boomi - HIPAA compliant layer for easy EMR integration
Digital Trends addressed• .
Solution Benefits• Provides a process oriented integration
approach, suitable for IT Service provider’s business process integrations.
• Time and cost savings for new ITSM application integration into existing system.
• Quick time to value through a rapid/simplified integration toolset
• Data is encrypted for security.
Clinical Data
Operations Data
Boomi iPaaS
Population Health
Regulatory Reporting and CQM
Clinical Analytics
Financial and Operational
Analytics
Financial Data
Provider Analytics
HealthUnity Coropration