Addressing the Failure Points in Care Coordination: Ways to Redefine Patient Engagement For Today's Consumer - Elevating the Human Experience in ...

Addressing the Failure Points in Care Coordination:
Ways to Redefine Patient Engagement For Today’s Consumer
                      March 23, 2021

                   Elevating the Human Experience in Healthcare

Experience Framework

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PX Continuing Education Credits

          •            This program is approved for 1 PXE.
          •            In order to obtain patient experience continuing education credit, participants must attend
                       the program in its entirety and complete the evaluation within 30 days.
          •            Speaker disclosures:
                             Dave Bennett is employed as the CEO of pCare
                             Carina Edwards is employed as the CEO of Quil
          •            No off-label use of products will be addressed during this educational activity.
          •            No products are available during this educational activity, which would indicate
                       endorsement.

                      This webinar is eligible for 1 patient experience continuing education (PXE) credit. Participants interested in receiving PXEs must complete the program survey
                      within 30 days of attending the webinar. Participants can claim PXEs and print out PXE certificates through Patient Experience Institute. As an on demand
                      webinar, it offers PXE for two (2) years from the live broadcast date.

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Addressing the
Failure Points in
Care Coordination:
Redefining Patient
Engagement For
Today’s Consumer

March 23, 2021

          |

Introduction

        Carina Edwards   David Bennett
             CEO             CEO
              Quil          pCare

Educational Objectives
 Identify key failure points in care coordination (10 mins)
 Select and share a holistic solution that responds to today’s consumer demands (20 mins)
 Summarize the benefits of the platform approach that meets people where they are (20 mins)
 Q&A (10 mins)

Today’s State of Care Coordination
Addressing the failure points

Care Coordination is inherently complex.

   Zachary, Wayne; Maulitz, Russell Charles; and Zachary, Drew A. (2016) "What Causes Care Coordination
   Problems? A Case for Microanalysis," eGEMs (Generating Evidence & Methods to improve patient
   outcomes): Vol. 4: Iss. 3, Article 3.
   DOI: http://dx.doi.org/10.13063/2327-9214.1230
   Available at: http://repository.edm-forum.org/egems/vol4/iss3/3

Care coordination                                $78B
failure points have
                                                   Wasted annually
                                                   on failure of care
                                                   coordination1                                 12%
                                                                                             Of US adults have the health
big downstream                                                                               literacy skills to navigate our
                                                                                             complex healthcare system 2
effects:                                                             ~50%
                                                                     US hospitals fined
                                                                     by Medicare for
•   Missed or delayed care                                           readmitting too
                                                                     many patients.3
•   Botched care transitions
•   Unnecessary readmissions
•   Poor adherence to care plans, medication
•   Siloed patient experiences
•   Poor patient satisfaction, lack of trust                            6/10
                                                                       PCPs think EHRs
                                                                       need a complete
                                                                          overhaul5
                                                                                               80%
                                                                                                 Average Information
                                                                                                 Forgotten post medical visit4
                                   1. JAMA2. AHRQ, 3. Kaiser, 4. NCBI 5. Stanford Medicine

Failure Points
 Ineffective Transfer of Information

    Peer-to-Peer sharing of Information lacks
     context; gets truncated e.g. – prior diagnosis,
     tests, meds not communicated
    Clinical Information Technology, such as EHRs,
     lacking both functionality and interoperability
    Referral to Specialist – between PCP and patient
     is uncoordinated

Failure Points
 Various Stakeholder with Different
  Perceptions of the Problem

    Siloed experience for everyone
    Most haven’t solved this. Who’s going
     about it in a better way?

Failure Points
 Low Patient Activation, Engagement

    Patients lack understanding, forgotten
     information immediately post-appointment
     Adverse Drug Events, No Follow-ups,
     Readmits
    Caregivers are absent or not included in
     key interactions Adverse Drug Events,
     No Follow-Ups, Readmissions

One Size Doesn’t Fit All
 Physician Expectations & Experience

    Still have their own language. Medical
     Education hasn’t changed.
    The EMR is the “source of truth” for better of for
     worse
    Need to be compensated for time and
     technology
    Generationally adjusting to new reality of
     Consumerism

One Size Doesn’t Fit All
 Patients Expectations & Experience

    Variations across the Generations in
     attitude towards health is not new
    Technology has driven the Variations in
     Expectations
    Explosion of health-related technology –
     PHRs, Apps, Wearables, Remote
     Monitoring

One Size Doesn’t Fit All
 Understanding of
  interdependence is expanding

    Impact of Caregivers
    Impact of Payment Methodologies
     (FFS v VBC)
    Impact of SDOH

“Taming” The Healthcare Ecosystem
Understanding all the contributing factors for individuals

The Healthcare Mosaic: An Ecosystem
    Supports payment and
    financing                                        A dvanced analytics                       Leverages support services           In healthcare, they have the
                                                                                                                                    potential to deliver a
 • Payment structuring and financing
 • Digital and automatic
                                                      H ealth Platform                      • Transportation service
                                                                                            • Faith institutions
                                                                                                                                    personalized and integrated
                                                                                                                                    experience to consumers,
    payments                                                                                • C ommunity
                                                                                                                                    enhance provider productivity,
 • Savings accounts                                                                         • Family
                                                                                                                                    engage formal and informal
 • Benefits/insurance coverage                                                              • State assistance
                                                                                                                                    caregivers, and improve
                                                                                                                                    outcomes and affordability.

                                                                                                                       The next wave of healthcare innovation: The evolution of
                                                                                                                       Ecosystems : How healthcare stakeholders can win within
                                                                                                                       evolving healthcare ecosystems
                                                                                                                       Shubham Singhal, Basel Kayyali, Rob Levin, and Zachary
                                                           HEALTH &                                                    Greenberg
   C onnects consumers with                                WEL L N E SS                                                McKinsey & Company, . June 2020
   traditional modalities of                                 DATA
   care                                                                                        Integrates home, near-home, and
• Pharmacy                  • Diagnostic tools and                                             virtual care services
• H ospital                   support                        Tracks daily life activities   • Self-service solutions      • H ome health
• Ambulatory clinic         • Scheduling
                                                                                            • Monitoring tools            • Virtual care
• PC P/specialist           • Q uality                    • N utrition                      • C ompliance and adherence• Retail clinics
• C are team coordination                                 • Fitness                           tools
                                                          • PT and rehab

Where do you start?

        1                         2                       3                     4
    Identify your main      Set your                   Know your           Solution and
    failure points          SMART goals                demographics        Innovate

•   Do the analysis      • Build the action plan   •   Who are the     •   How can new tools
•   Where can you                                      stakeholders?       support getting to
    maximize impact?                               •   What is going       your desired
•   Define and align                                   to motivate         outcomes?
    on priorities                                      them?

1. Identify your main failure points
 Do analysis and pinpoint top challenges:
     Provider burnout
     Non-compliant patients
     The wrong tools and tech
 Ask yourself:
     Where can I maximize impact?
     In what areas do I have the most influence?
     What aligns the most with company goals
      and values?
     What needs to be standardized?
 Define and align on priorities with key
  decision makers and influencers

2. Set your SMART Goals
 Optimize resources to reduce friction
 Common, learning data backbone
 Build for Diversity and … Synergy
 Operationalize the cross-continuum
  Experience
 Consider what the enterprise solution looks
  like and build towards it

3. Know your demographics, personalize the experience

 Collaborative Care – Demands mutual              Consumer-Centric – Establishes who is
  respect and understanding                         in charge and acknowledges the other
                                                    key aspects of their lives
      Helps close communication gaps
                                                      Navigates people to their next best step
      Empowers everyone involved
                                                      Empowers people with helpful resources
      Results in patient-centric care                 and tools to self-manage health
      Can reduce overall costs of medical care       Inspires people to set health goals that
      Encourages preventive health                    make sense for them
                                                      Meets people where they are – on their
                                                       phones, tablets, desktops, and TVs.

4. Solution and innovate
 Understand existing workflows and enhance them.
 In order to be successful and sustainable,
  technology solutions must:
     Be data-driven
     Be interoperable
     Work across the entire continuum of care and across
      multiple service lines and types of health journeys
      (episodic vs. life event)
     Offer different views of the same data
     Strike a balance between live and asynchronous
      touchpoints.

Conclusion

         1                        2                       3                       4
    Identify your main      Set your                   Know your            Solution and
    failure points          SMART goals                demographics         Innovate

•   Do the analysis      • Build the action plan   •   Identify the     •   Select the right
•   Define and align                                   stakeholders         supporting tools
    on priorities                                      and what             for success
                                                       motivates them

Q&A

 Dream Big                   Walk                         Run

                       Thank you from Quil & pcare!
             For more info, visit quilhealth.com and pcare.com.

Appendix

A Sample Journey: Hip Replacement

                 C o nsid eratio n                          Ambulatory                          D ay of Pro ced ure           Inpatient                    Fo llo w- up                Reco very

Outpatient   • Shared decision making                               • D igital care plan       • Reminders                                           • D ischarge care plan      • Physical therapy
                 Patient education                                  • Patient education        • D ay of procedure                                   • Remote monitoring         • Patient education
             • PRO's                                                • Pre-Op reminders            patient checklist                                  • Patient-reported          • Remote monitoring
                                                                                                                                                       outcomes
             •                                                      • PRO's                                                                          •                           • Patient-reported
                                                                                                                                                       C are coordination          outcomes
                                                                    • C ontinuous engagement
                                                                                                                                                     • Secure communications     • Pay Bill
                                                                                                                                                     • D ischarge follow- up &
                                                                                                                                                       surveys

 Inpatient                              • Onsite registration
                                                                                                                       • Patient education
                                        • Wait time updates
                                                                                               • Onsite Registration   • D igital rounding
                                        • Waiting room engagement
                                                                                               • SDOH Survey           • Real- time feedback
                                        • D igital signage and
                                          education                                                                    • Service recovery
                                        •
                                          Patient feedback                                                             • Telehealth
                                                                                                                       • Staff notifications
                                                                                                                       • Meal ordering
                                                                                                                       • D ischarge planning
                                                                                                                       • D ischarge Rx & Supp lies
                                                                                                                       • Transportation coordination

Thank you for participating
Thank you for participating!

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