BUILDING A BUSINESS CASEFOR SECURE TEXT MESSAGING

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AGENDA

The User

The Business The Case

The Retrospective

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IT PROJECT LEADER STATISTICS

“are unclear on the business objectives of

their IT projects”

“believe requirements are out of sync with the

business”

“believe their projects are doomed from the

start”

45% 78% 75%

Source: Geneca

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THE HOUND DOG EFFECT

When one becomes so involved with an idea that he/she loses sight of the bigger picture.

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WHY BUILD A BUSINESS CASE?

• The business funds IT and IT ultimately exists to support the business.

• IT should strive to be a part of the business and in order to be to be a part of the business, IT must act like a business – which means building business cases.

• A business case defines the business value of an IT project or service.

• Business cases lead to successful IT projects.

THE BUSINESSBusiness challenges and value

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BUSINESS CHALLENGES

Compliance Communication Cost

$

8

85%

SECURE TEXT MESSAGING ADOPTION

of hospitals plan to go live with secure

messaging within the next year

of hospitals still do not use a secure

messaging solution

60%

*stats from Spok.; KLAS

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USE CASE: PAGING TO PAGERS

• No two-way replies (some exceptions)• No context of who sent the message• No closed-loop audit trails or

escalations• No security for patient identifiable

information (some exceptions)

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USE CASE: STANDARD TEXTING

• No staff directory integration • No prioritization of critical messages• No separation of patient and personal• No audit trails or escalations• No security for electronic patient

identifiable information

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Paging and SMS are unencrypted

HIPAA 45 CFR 164.312 - technical

safeguards requires

encryption

Secure messaging is encrypted to protect PHI

Paging and SMS do not offer

closed-loop audit trails

Joint Commision NPSG.02.03.01

requires reporting of lab results

Secure messaging provides a closed-

loop audit trail

RISK MITIGATION

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SCOPE OF SECURITY RISK

of physicians have received protected

health information in a text message.

96%of physicians

reported using unsecured texting to coordinate patient

care

30%

*stats from lass Report on Physician Communication; Telemedicine and eHealth

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SECURITY AND ENCRYPTIONPROTECTING SENSITIVE INFORMATION WITH SPOK MOBILE• Provide security for patient identifiable

information• Encryption via SSL connection –

application, as well as data during transit and storage— Text, images and video files

• Remote message wipe and automated message removal

• Application screen lock and access code• Reporting and identifiable messaging• No presenting of messages in front of

device lock

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Messages Encryption Full OS

App-level Passcode enforcement Device-level

Messages Remote wipe Full device

Messages Containerisation Apps

App mgmt User and access mgmt Device mgmt

Message data Reporting Device data

FEATURES

SPOK MOBILE & EMM

EMM Solution

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COMMUNICATION CHALLENGES

TRADITIONAL WORKFLOW

Physician is unavailable

Time passes while patient remains in ED

ED physician and attending physician need to discuss patient’s case

Nurse asks operator to page attending physician

Admissions staff updates Admit, Discharge and Transfer

(ADT) system

ED physician and attending physicianfinally discuss case

COMMUNICATION BREAKDOWN

COMMUNICATION BREAKDOWN

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SCOPE OF COMMUNICATION ISSUE

is wasted annually by hospitals due to communications

inefficiencies

70%of sentinel events

involve communication

errors

$12B

*stats from the joint commission and Agarwal, R., Sands, D.Z., Schneider, J.D.

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EMPOWERING MOBILE PROVIDERSSTREAMLINING COMMUNICATIONS WITH SPOK MOBILE

• Give staff web access to the full employee directory and on-call schedules

• Facilitate easy messaging to individuals or groups via mobile, web, and operator console

• Ensure users can reach the right person with the right message, on the right device, at the right time

• Streamline workflows via integrations with EPR, CTRM, nurse call, medical devices, etc.

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BENEFITS TO PATIENTS

Improved Outcomes

Faster Access to Care

Increased Protection

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END-TO-END AUTOMATION

Patient is admitted Admissions staff updates the Admit,

Discharge and Transfer (ADT) system

WITH

System looks up on-call nurse, Nurse Smith, and finds Nurse

Smith’s messaging rules

System automatically sends a secure text message to Nurse

Smith’s iPhone

After two minutes of no response, system sends

a secure message to Nurse Smith’s pager

After two more minutes of no response, system automatically looks up on-call backup nurse,

Nurse Philips

System sends secure text message to Nurse Phillips –

Nurse Philips acknowledges the message and responds

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INTEGRATIONS

MODES OF INTEGRATION• SMTP• HL7• API• URL

ESCALATION

ON CALL

NURSE CALL

TELEMETRY

VENTILATOR

CLINICAL SYSTEMS INTERFACES

STAFF MEMBERS

PAGERS

REMOTE MONITORING DEVICES

WIRELESS TELEPHONY

SMARTPHONESTABLETS & WEARABLES

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Patient

• Care• Privacy• Safety• Fast service

Care Provider

• Messaging and notification tools

• Alarms tools

Business/Hospital

• Patient satisfaction

• Patient outcomes

• Compliance• Bed

turnaround

IT

• Secure, priority messaging

• Reporting tools• Clinical

integrations

MAKING CONNECTIONS

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14%

IMPACT OF SECURE TEXTING ON WORKFLOW EFFICIENCY

of hospitals report workflow efficiency

with secure text messaging

decreased length of stay with secure text messaging

85%

*stats from Pate, et al.; KLAS

THE CASEBuilding business case documentation

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COMMON COMPONENTS OF A BUSINESS CASE

Justification Goals and Objectives Benefits Performance

Measures Deliverables

Assumptions Risks Constraints Duration Cost Estimate

Resource Requirements

Expected Funding Alternatives Strategic

Alignment Stakeholders

Justification Goals and Objectives Benefits Performance

Measures Deliverables

Assumptions Risks Constraints Duration Cost Estimate

Resource Requirements

Expected Funding Alternatives Strategic

Alignment Stakeholders

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GOALS AND OBJECTIVES

Ensure patient identifiable information is protected, by implementing a secure text messaging platform.

Ensure patient identifiable information is protected, by adding language to security policies regarding the use of patient health information in messages.

Improve patient outcomes during admit, discharge, nurse call and critical lab results events, by implementing middleware and APIs for clinical systems integration.

Ensure the solution is the preferred enterprise messaging solution for doctors and nurses, with a targeted marketing and communications campaign.

Reduce costs for messaging services, by replacing pager devices to eliminate reoccurring monthly lease and maintenance charges.

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DELIVERABLES

• A secure text messaging platform.• Security policy addendums for acceptable

use of PHI in messages.• Communications and marketing plan and

materials, including an internal website to host all information about the service.

• End-user and administrative knowledge materials, quitting knowledge articles and escalation procedures for the service desk.

• Service-level and operating level agreements.

• Monitoring and reporting dashboards.

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SUCCESS MEASURES

Progress Measures

• Migrate 30% of pagers to secure texting within the first 3 months.

• Increase volume of secure text messages sent to over 3,000 messages a month.

Process Measures

• Complete all requests and incidents within the SLA 95% of the time.

• Complete all change requests with the SLA and without issues 95% of the time.

Technology Outcome Measures

• Less than 52.56 minutes of downtime (99.99%) for the end to end service during the first year.

• Ability to send at least 1,000 messages in less than or equal to 2 minutes.

Business Outcome Measures

• Reduce door to balloon time to under 85 minutes.

• Reduce average physician response times by of 3 minutes per message.

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WHY NOT USE SOCIAL MESSAGING APPS?ALTERNATIVES

✔ Hospital directory

✔ Message encryption ✔

✔ Remote wipe

✔ Logging and reporting

✔ Message status ✔

✔ Integration w/on-call, etc

FEATURESSocial

Messaging Apps

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STRATEGIC ALIGNMENT

Provide a solution that can help doctors and nurses to communicate more efficiently to speed response times and positively impact patient care. Reliably receiving messages that are presented as priority messages to the recipient in cases of patient critical scenarios can enhance clinical outcomes.

Mission Statement

“Achieve continuous enhancements in clinical outcomes, patient safety, and service.”*

*Mission statement from Emory Healthcare

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STAKEHOLDER INVOLVEMENT

HOSPITAL LEADERSHIP CLINICAL LEADERSHIP END USERS

CEO, CFO, COO, CSO, CQO, risk manager

Influential doctors, nursesCMO, CNO, CMIO, CNIO, CXO, nurse managers

Security

Communication

Workflows

Outcomes

Improve Daily Life

Remove Barriers

THE USERMaking the case for the end user

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END USER CHALLENGES

Privacy Concerns• I don’t want my phone locked down by the MDM• I don’t want to get messages/calls after my shift finishes• Will this mean I am always contactable (right now I turn my pager

off)• This is my personal phone number, I don’t want it published on the

hospital directoryFinancial Concerns• Why should I use my personal phone for work if they are not going

to reimburse me• How much data/calls will this use on my plan?

Usage Concerns• I already text my colleagues day to day.  Why is this any better?

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HOW CAN SECURE TEXT MESSAGING HELP?

• Access the full hospital directory & on-call schedules

• Send secure messages to individuals and groups while mobile

• Separate inbox– Prioritize critical messages– Keep work separate from personal

• Simple status and settings management• See who is sending messages, and see

message status• Click phone number in message for

quick call-back

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MANAGING BYOD

“I don’t want a Big Brother app on my device.”

Secure Messaging for BYOD

Keep your number private

Containerization: keep work and

personal separate

Manage status while not on-call

Reduce risk associated with

the use of personal device

for PHI

No Mobile Device

Management

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IMPROVING WORKFLOWS WITH CONSOLIDATION & CONVENIENCE

Send Message Message Received Work Inbox Personal Inbox Without

THE RETROSPECTIVEBusiness case retrospective

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WHY A BUSINESS CASE RETROSPECTIVE?

• Compare expected outcomes to actual results.

• Make sure you did what you set out to do.

• Make sure value is added to the business to justify the investment, long-term.

• A business case is a written contract between a project team and the business. Make sure you have held up your end of the deal.

• Increase credibility and trust with business stakeholders.

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THE GRAPEVINE

Business Case

Project Charter

Scope Statement

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CONTINUAL SERVICE IMPROVEMENT

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

How do we keep

momentum?

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KEY TAKEAWAYS

• Write a business case before beginning the project.• Work closely with stakeholders to define business goals and

requirements.• Focus on improved communication and security as business drivers.• Consider the benefits to the end user and market them when

transitioning the service into production.• Complete a retrospective at the end of the project to ensure the

outcome matches what was promised.

Avoid project failure and ensure value is derived from secure text messaging with a solid business case.

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WEBINARS GUIDES

RESOURCES

Fully Supporting Today’s Mobile Hospital

Secure Text Messaging for Swift Workflows

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