North Memorial Health Care Hitting the Home Run with Management Dashboards:

How North Memorial Improved Customer Service to Deliver More Value to Outreach Physicians

Bobbi Kochevar

Director of Care Management, Diagnostic and Therapy Services

Learn How To: • Transform fragmented data into real-time

healthcare insight.

• Generate a culture of continuous quality by instantly gaining visibility into issues occurring across the entire lab.

• Determine ways to maximize staff productivity, align every department, and drive ongoing accountability.

• Eliminate communication and data silos.

North Memorial Health Care North Memorial Health Care is a regional leader in

advanced medical care, serving communities in Minneapolis for over 50 years.

Services • Level 1 Trauma Care • 2 Hospitals and Emergency

Departments • Primary Care Clinics • Specialty Care Clinics • 600+ Hospital beds • 75+ Bassinets • HIS: Epic • DNV Accredited

Overview of Lab Services 88 FTE’s

1.8M Annual tests

8 Board Certified Pathologists

Multispecialty Lab including Molecular and Cytology

Outreach sales $13.2 in Total Collections Posted

CAP and AABB Accredited

Top C-Suite Hospital Priorities: Next 3 years

Source: Becker’s Hospital Review

2015 Strategic Priorities

Population Health

Quality and Patient Experience

Operational Efficiency

Profitable Growth

Are These Challenges You Face in Your Lab?

• Aligning all departments across the lab

• Struggling to gain real-time visibility into performance metrics

• Communication and data silos

“Good employee engagement both improves productivity and contributes to improved patient engagement.”

– FierceHealthcare via Gallup, April 2015

Healthcare Lacks Relationship Management

"Staff engagement is a function of good management and teamwork …These are, in turn, related to a number of aspects of clinical quality, patient experience and productivity and costs.”

– FierceHealthcare via Gallup, April 2015

74% say they are able to make improvement

suggestions; only 26% say senior managers act on it. -The Point of Care Foundation, Staff Care 2014

Patients Span Multiple Silos

Lab Specific Trends Reflected Across Healthcare

Longer Replacement Cycles

Expanding IT Capabilities

Standardizing Lab Testing

Use of Business Intelligence Software

Acquiring New Diagnostic Technologies

Automation and Informatics: Perfect Storm

Challenges

Aggressive Timeline

Limitations of LIS Systems

Communication with Stakeholders

Complexity of Solutions

Capital Constraints

Epic Centered Thinking

Automation and Informatics: Solutions

Solutions

Partnership with IT

Insource Outreach

Billing

Enhance Automation

Leverage All Data

Expand Customer Service

Capabilities

Expand IT Infrastructure

Getting Stuck at Information

Today: 100% Accountability

Strategies to Drive 100% Client Satisfaction

• Create a Hub of Critical Intelligence

• Eliminate Communication and Data Silos

• Achieve Ongoing Visibility Into Key Performance Metrics

• Align Every Department to Optimize Value

Create a Hub of Critical Intelligence

The Problem

Critical Intelligence to Drive Results

Results Over Time: Track the results—make proactive changes

Eliminate Communication and Data Silos

Eliminate the Silos

-The Point of Care Foundation, Staff Care 2014

Only 35% say communication between senior managers and staff is effective.

Eliminate Silos

Accountability Action

Achieve Ongoing Visibility Into Key Performance Metrics

Using Data Today: Looking in the Rearview

Be Proactive With Your Data

Set Benchmarks Real-time Results

Issue Tracking & Resolution

Align Every Department

to Optimize Value

Optimize Value Tracking Analysis

Real World Example

“We went in with a client at risk and came out with a client reference.”

Within 10 Days: Client Complaints

Logged by Customer Service

Complaint Assigned to Lab Supervisor -

Medical Director Engaged and Added Insight

Sales Set Up a Meeting

Sales Came in with Solutions Instead of

Problems

Client Became a Reference

“Being able to provide our clients with all this information is beneficial to our business. I have been told by one of our clients that the reports we show them about their clinic make them feel confident that North Memorial cares about their business.”

-Alyssa Bates, Account Representative North Memorial Reference Lab

What’s Next?

Tools For Growth

Enable Your Lab to Become a Valuable Source of Education to Your Clients

Which test most ordered and by whom: Focus in on specialties:

Know when an account may be at risk:

Physician Profiles: Know Your Clients

Key areas to client satisfaction and your organization’s success: • Adoption • Over-utilization • Under-utilization • Frequency

Actionable workflow Positive change

Lab Utilization: Test Triggers

Best practice: Have triggers based on your customers’ behavior.

Know what your physicians are ordering. Engage and practice proactive measures.

Strategies to Drive 100% Client Satisfaction

•Facilitate strategic decision making across departments with secure collaboration

•Target interventions with real-time analytics on the most common tests utilized by physicians

•Intervene with cases that ensure accountability and transparency

•Measure effectiveness with utilization triggers

Q&A Bobbi Kochevar

Director of Care Management, Diagnostic and Therapy Services