Ochsner Personal ServiceOchsner Medical Center

2/7/2011James Ratliff MD

TEAMHealth

OPS Overview CORE ELEMENTS

Provide a Concierge Level of Patient Care in the Inpatient Setting

Differentiate Ochsner as the Premier Provider of Healthcare Services in the Baton Rouge Market

Provide our Community Physicians with a Superior Process for Following their Patients

Set the Standard of Excellence for our Patients

Incorporate our MY OCHSNER Initiative on Hospital Admissions

OPS Overview COMPONENTS

Door to Curb Attention to Detail PCP Direct Admit Process Valet Parking / OPS Lot Upgraded Rooms / Amenities 15 Minute Provider Contact MY OCHSNER Portfolio Real Time Online Updates IPAD Video Chat Capability Guaranteed Physician Meeting Times Online Personalized Catered Meals Prescription Medication Services Followup Appointments Scheduled PCP Portal Information in Real Time Family – Physician – PCP Chat LTAC /REHAB /SNF /Home Health Partners

OPS Detail COMPONENTS

Door to Curb Attention to Detail PCP Direct Admit Process

PCP Contacts OPS Physician NP Prepares Portfolio in anticipation of patients arrival

Valet Parking / OPS Lot On Arrival to the facility we will receive the patient at

the door and Valet their Vehicle in a specially designated OPS parking Area

Families will be given a Hospital Parking Placard for the Duration of the patients Stay allowing them to park in the OPS Section of the lot

Upgraded Rooms / Amenities Preferred Rooms My Ochsner Blankets / Robe / Slippers Upgraded Towels / Shampoo / Soap

15 Minute Provider Contact NP Expedited Process Physician Contact within the Hour

OPS Detail COMPONENTS

Door to Curb Attention to Detail MY OCHSNER Portfolio

Leather Portfolio containing the Scrap Book of the Hospital Stay

Can Be Given to the Patient by the PCP prior to a planned hospital stay Orthopedic Surgeon in a TKR General Surgeon for a Lap Band

Real Time Online Updates Utilizing the MY OCHSNER Portal Authorized Family Members can be given access

by the patient to view the detail of the stay Utilize the Existing Communication tools in a

Secure Environment Promote MY OCHSNER Utilization in the

Community / PCP’s

OPS Detail COMPONENTS

Door to Curb Attention to Detail IPAD Video Chat Capability

Utilize Technology to provide Video Chat Capability to the Patient- Facetime Reassures Distant Relatives of the Patients

Safety and Progress Guaranteed Physician Meeting Times

Scheduled Meeting Times for Family Meetings Based on Family and Physician Availability

PCP can Participate Via Video Chat Online Personalized Catered Meals

Nutrition Approved Menus from Local Restaurants Delivered by the Restaurants Paid for by the Patient IPAD Menus can be Ordered Online 24/7

OPS Summary COMPONENTS

Door to Curb Attention to Detail Prescription Medication Services

Called in to the Patients Pharmacy Prior to Discharge

We will arrange for Delivery to the Hospital if desired and available from their pharmacy

Follow-up Appointments Scheduled Confirmed F/U Appointments prior to Discharge

PCP Portal Information in Real Time Via MY OCHSNER

Family – Physician – PCP Chat MY OCHSNER or Video Chat

LTAC /REHAB /SNF /Home Health Partners Based on Patient / PCP Preferences Ochsner Preferred Providers

OPS Process Roles

OPS Overview COSTS – about $100 per patient

PCP Direct Admit Process – No Cost Valet Parking / OPS Lot

$100 - $300 Daily Upgraded Rooms / Amenities

Robe / Slippers / Shampoo / Soap $50 per patient Blanket - $20 per patient

15 Minute Provider Contact – No Cost MY OCHSNER Portfolio - $15 per patient Real Time Online Updates – No Cost IPAD Video Chat Capability – Face Time

One Time Expense $1k per unit- Budget $4k Guaranteed Physician Meeting Times – No Cost Online Personalized Catered Meals

Nutritionist on Staff – No additional cost WEB App Development TBD – Budget $10k

Prescription Medication Services- No Cost Followup Appointments Scheduled – No Cost LTAC /REHAB /SNF /Home Health Partners – No Cost

OPS Elements

OPS Outcomes IMPACTS

Nursing Quicker Arrival to Order Time

PCP Streamlined Process

HM Clear Goals and Defined Team

Hospital Improved Patient Satisfaction Greater Market Share Promotes Elective Procedure Performance

Patient Personal Service Involved Families Increased Perceived Value

System Benefits Market Differentiation Increased MY OCHSNER Participation Expanded Community Vendor Support Happier Patients / Families / PCP’s

OCHSNER PERSONAL SERVICE

Personalized medicine when it matters most

Contact Team Health to make a difference today

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