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
$
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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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