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Connected Care Delivery Platform
Connected Care Synchronous
Services At Mayo Clinic
Beth Kreofsky
April 6, 2015
Connected Care Delivery Platform
Mayo Clinic Services
• Patient care on-
campus– Patients from all 50 states and
150 countries
– 1,260,000 clinic patients
– 131,000 hospital admissions
• Patient care at a
distance• International Reach
• 252,000 asynchronous interactions
• 550,000 patients leveraging online
services
• 5,046 real-time video interactions
• 493 video case conferences mayoclinic.org/about-mayo-clinic/facts-
statistics
Connected Care Delivery Platform
Connected Care Delivery
Platform
The Connected Care Delivery Platform connects
Mayo Clinic’s integrated knowledge and expertise
to deliver the best health care, health guidance,
and health information to our customers anywhere,
anytime.
Connected Care Delivery Platform
Case
Conferences
Connected Care Modalities
Low
Work
flow
Im
ple
menta
tion D
ifficulty
• Texting and Email
• Telephone
• Remote Radiology
Interpretation
• Dermatology
• E-visits
• Specialist Consults
• Home Monitoring
• eICU
• Unscheduled
Emergent Guided
Care
Technological Complexity
Workflow Implementation Difficulty and Technological Complexity
High
Hig
hLow
• Scheduled Guided
Care
• Tumor Boards
Real-Time
Scheduled
Interventions
Real-Time
Unscheduled
Interventions
Remote
Monitoring
Messaging
Data
Exchange
Scheduled
Consultation
The Advisory Board Company. (2015)
Work approved by various
governing bodies
Reacted to work requests
Scarce dedicated resources
Tactical Work Approach
"Shiny Objects"
Minimal configuration
Reactionary to technology
updates
Manual workarounds to address
application integration
Non-Certified
Technologies
Just in time training
Non-certified technology
Manual reports
Minimal issue resolution
Support Practice
Implementations
Undefined tiered support
Multiple groups responsible for
maintenance
Clinical teams managing tech support
Non-Certified
Support
Organic Approach
Strategic Approach
Connected Care Delivery Platform
Practice Service
Examples:
• Stroke care
• Neonatal resuscitation
• Surgical follow-up
• Congestive heart failure
consults
• Transitional care follow-
Up
Practice
Integration
Connected Care Delivery Platform
Business Service
Examples
• Customer segments
• Key partners
• Revenue streams
• Cost structures
• Modality identification
Business canvas image
Business Service
Management
Connected Care Delivery Platform
Product ManagementProduct
Management
Connected
Care
Support
Operations
Product
Management
Business Service
Management
Practice
Integration
Operations and Support
Connected Care Delivery Platform
Where Are We Going?
• Business planning for service lines
• Leadership and governance planning
including service line oversight
• Each service line is at a different state of
maturity so may have different specific
areas of focus
Connected Care Delivery Platform
References
The Advisory Board Company. (2015). Telemedicine strategic plan
template. PowerPoint deck located at http://www.advisory.com/research/marketing-and-
planning-leadership-council/tools/2012/strategic-plan-template
Bushman, M., Kreofsky, B., Lilla, G., Lynch. S. (2015)
Synchronous vision and recommendations. PowerPoint deck.