harnessit llc p.a.v.e. ™ centricity™ user’s group meeting 2015
TRANSCRIPT
HarnessIT LLC
P.A.V.E.™
Centricity™ User’s Group
Meeting2015
2
The content of this presentation represents the views of the author and presenters.
GE, the GE Monogram, Centricity and Imagination at Work are trademarks of General Electric Company.
Presentation Agenda
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What is PAVE?
PAVE Connection to Centricity
Examples of How PAVE is Used
Summary
• Outpatient healthcare environment is changing rapidly with more competition, increased digital IT requirements, and cost versus growth versus ACO decisions
• Patient – Provider – Staff – Management ecosystem running very fast every day with little time to process and understand what the future will be and what it should be
• Most outpatient facilities perform “analytics catch-up” at the end of the month/quarter/year to understand what happened versus setting goals and driving towards them
• Many moving parts --- hourly changes to Patient, Provider, and Staff schedules cause reduction in volume, errors, process disruption and ultimately.. unhappy patients
Present Outpatient Environment
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Predict. Analyze. Visualize. Execute.• PAVE is a web-based tool that receives real-time data from Centricity Business
and delivers targeted operational “VISUAL MANAGEMENT” applications
• These apps are catered to the needs of the primary outpatient components: Patients, Providers, Staff, Management
• PAVE has been in use at UMass Memorial Healthcare for over a year
What is PAVE™?
Patients
Staff
Management
Providers
Senior Director of Orthopedics, UMASS Memorial Health Center:“PAVE has become one of our mostcritical tools to help guide our operations.We can now make important adjustmentsbased on real-time metrics and visualizingwhat could happen before it occurs.”
PAVE
Centricity-PAVE Connectivity
Storage of Historical Information- Patient Tendencies- Patient, Clinic, Provider Metrics- User Parameters to Guide PAVE
Centricity Business Automatically Pushes Latest
Data Changes to PAVE
AES and HCO Connection
Centricity Business Server
PAVEOptimizedOperations
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FAST Retrieval of CriticalMeasurements
PAVETM Process Examples
Since PAVETM can address a number of needs and problemsthat managers, staff, providers and patients have,
it is best to go through some real life examples of how PAVEis being used today…
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PAVE™ Process Examples
“Will we make our visit targets next month?”
Manager Question
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MANY factors affect outpatient visit volume includingNumber of Available ProvidersProvider Schedule CapacityClinic Capacity, Wait times Provider BUMPSPatient Tendencies such as NOS, Cancel RatesPatient TransportationType of VisitsWho Referred Weather, etc, etc
PAVETM “KPI+” in Action
Historical and “LOOK AHEAD” Feature Information Blended Together
Several Factors Utilized to Predict Key Performance Measurements
Clinic and Provider Fill RatesNOS Rates, LAG Data,Patient’s Chronic NOS and Same Day Cancel Rates
Managers Make Adjustments BeforeUnfavorable Results Occur
Real Time View of Where Clinic(s) Operations Stand
ENDOCRINOLOGY TRENDING
Some Results:
Orthopedic clinics able to adjust schedule templates weeks ahead in order to ensure they meet targets
Several clinics meet based on +/- 4 week view and adjust staffing and provider schedules - clinics managing proactively rather than reactively
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PAVE™ Process Examples
“Our clinic schedule is over crowded today. We need more rooms towork with to keep efficiency going and patients not waiting. Help!”
Staff and Provider Problem
Providers’DaySchedules
Pedi GI
Pedi Neuro
PediCardi
Pedi Pulm
etc
Predicted Long Duration Visits
PAVETM “Utilize” in Action
Real-time Booked Slots
Communication Notes
Allocates Rooms Usage and Computes Room andClinic Utilization
PAVE Enables FULL VIEW of Multiple Clinic Schedules
Some Results:
Pedi Specialties, with over 20 divisions operating together, are reducing “crunch time room need” by sharing rooms more effectively. Instead of building out more space, PAVE enables them to balance room counts on real-time basis
PAVE enables one Psychiatry clinic to overflow into neighboring family primary care rooms without stepping on each other
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“Where can we put an extra or new provider session this month?”
Management Questions
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“Where will we be under-staffed and over-staffed this month?”
PAVE™ Process Examples
Quick Key Information of Date Selected
Actual Arrivals/Predicted Arrivals,Actual NOS/Predicted NOS,New Patients, FillRate
Chronic NOS or Sameday Cancel Patients Quickly Seen
Parameters Set for Color Display
Monthly PredictionsTabulated
PAVETM “Manage” in Action
Re-Allocate Staff Based on Future Bookings and Predictions
Simply Switch Report to Get New ViewsColorized Calendar Shows Over and Under Staffing
ALLOC BKD POT NOS
STAFF NURSE
NEEDED ACTUAL NEEDED ACTUAL
72 74 8 2 2 3 2
Selected Day Computes Staff Needed Compared to Min-Max Settings
PAVETM “Manage” in Action
Some Results:
Ortho and surgery clinics able to quickly adjust where bumped sessions (typically due to urgent surgery) can be re-booked
Family health and GI clinics reducing NOS rate over 4% by contacting chronic NOS and same day cancel patients on regular basis
Radiology reducing operating costs by using PAVE to match volume and types of visits with staff levels
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“Is there any way I can reduce my schedule gaps due to all of my NOS and same day cancels every session?”
Patient Urgency
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“I need to see my doctor quickly but his schedule is booked up.”
Provider Problem
?
Doctor’sSchedule
8AM NOON??
NOS NOS NOS
PAVE™ Process Examples
Colors outline chronic NOS of present clinic or to other clinics
PAVE Works in Tandem with Centricity Schedule
PAVETM “Profile” in Action
Combines history of patientNOS, Sameday Cancels andother visit informationinto colorized schedule view
XXXX
Detailed information can bestored on patients regarding visit tendencies: transportationissues, long visit times, previously bumped, etc
Some Results:
G.I and Rheumatology clinic getting immediate-need patients in within one day versus 14 days
Provider fill rates in G.I. clinic up 5-6% resulting in hundreds more visits per month
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How can we streamline patient movement in “quick visit” appointments in order to maintain patient satisfaction and staff sanity?
QuestionPAVE™ Process Examples
Visual “Patient Mover”Technology
Arrived patients watch TV Screenfor guidance
PAVETM “Flow” in Action
Patients are given movement instructions as to where to proceed
Providers remain in clinic rooms and control patient In/Outwith iPad touches
SchedFLOW
Some Results:
Anticoagulation clinic seeing 500 more patients per month
Patients and providers much happier with efficiency
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“We seem to be running more efficiently and meeting our targets, but are our patients satisfied with all aspects of our service??”
Question for All of Healthcare Centers
PAVE™ Process Examples
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Survey Questions can be Customized per Clinic
Question Replies Day Avg Month Avg All Clinics Avg Amt of 1 Answers Desired Appt 23 4.3/5 4.1/5 4.0/5 2Wait Time 23 3.8/5 4.2/5 3.5/5 3Provider Time 23 4.3/5 4.5/5 4.5/5 0Staff 23 4.0/5 4.1/5 3.9/5 0
Did you get
the appt date
that you desired?
Immediate Survey Results Seen,Comments Very Powerful
Patients Quickly Touch Survey Answers on TabletAfter Appointment
PAVETM “Survey” in Action
One Button Selection for Month or Quarter Reports
Some Results:
ENT patients extremely happy that they get a “voice” as soon as their visit is complete
Ortho clinic gets a true understanding of satisfaction levels known at specific times of day
Cardiology clinics receiving insightful comments about desk staff and providers – all can be seen in PAVE as they are entered
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“Can we be proactive to help reduce our no-shows and same-day cancels?”
“Can we target specific patients who have been chronic noshow or same day cancellers?”
“How can we get custom information to patients depending on the clinic, type of visit and location?”
“Pre -Surgery…“Appt Reminder..“Bring Forms…“Location…“Elevator A…
PAVE™ Process Examples
Behind the scenes Email Message RemindersVisit Changes Also can be EmailedCustom or Standardized MessagesHospital Email System Used (no cost per)
“Reminder, yourAppointment withDr Jones on Monday January 26, 2015, in clinic …Please bring documents…”
PAVETM “Auto Email” in Action
Some Results:
Some clinics reducing NOS and Same Day Cancel rates as much as 5-7% overall. This is resulting in thousands of additional visits per year
In Diabetes and Joint Center clinics, patients that were reached via email/text no-showing only 2-3% of time, versus over 13% of patients that were not emailed or texted
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Some managers and staff do not have much time to utilize all of PAVE’s views on a
regular basis, so PAVE EMAILS CRITICAL INFORMATION and PREDICTIONS to them:
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PAVE™ Process Examples
“I’m running all the time. Can I get alerted of PAVE predicted problems without digging into the views?”
PAVE can be configured to email “ELERTS” based on what it sees during the day/week/month
PAVETM “E-lert” in Action
Examples: - Provider sessions with many non-
English speaking patients- New patient appointment bookings
over X days- Low bookings two weeks out- High Predicted NOS dates- Poor patient satisfaction results (real-
time)- Warning on specific types of insurance
SUMMARY: PAVE Augments the Centricity Schedule Process
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Centricity
Outpatient and Periop
Scheduling
PAVE
Predicting What is Ahead
Seeing Problems in Schedule
Understanding Patients
Reminders/Alerts
Realtime Indicator Analysis
Increased Visits per Month
Decreased NOS/Sameday Cancels
Reduced Book-to-Appt Time
Volume Balance: Happier Employees
Most Important: Happier Patients
Enables: Results:
Thank You
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