Authors

Andrew Bartley Senior Solutions Architect

Health and Life Sciences

Bob Petitt Global Healthcare Business Lead

Health and Life Sciences

The integrated patient engagement and clinical workflow solution from Oneview Healthcare* promotes customer satisfaction, efficiency, and a sound bottom line

Improve Health Outcomes and Hospital Margins

Executive SummaryEngaging patients in their own care can improve health outcomes and increase their satisfaction while helping health systems expand market share and boost their margins.1 Oneview Healthcare* offers an open platform for implementing a comprehensive patient engagement strategy. Centering on the point of care, Oneview solutions help organizations:

• Engage patients through powerful communication, education, and entertainment capabilities

• Provide the care team with mobile, single-screen access to diverse clinical applications

• Enable workflow improvements that support process and quality initiatives

• Reduce costs for IT departments and hospital administrators

Building its platform on technologies from Intel and Microsoft*, Oneview allows seamless integration with a health network’s IT infrastructure along with the flexibility to support new requirements. Patients enjoy a responsive experience and an intuitive interface while remaining connected to their care team, friends, and family.

Solution BriefHealth and Life Sciences Innovative Workforce

Oneview Healthcare* Patient Engagement Solution

Order meals

Complete goals and education

Communicate with care teams

Stay in touch with friends and family

Access entertainment

Figure 1. Patients use an Intel® processor-based tablet to communicate with the clinical team, order meals, learn more about their condition, choose entertainment options, and more.

This solution brief describes how to solve business challenges through investment in innovative technologies.

If you are responsible for…

• Business strategy: You will better understand how an open, scalable patient engagement solution will enable you to successfully meet your business outcomes.

• Technology decisions: You will learn how an open, scalable patient engagement solution works to deliver IT and business value.

• Clinical decisions: You will learn how a patient engagement technology platform can help support initiatives focused on improving patient experience and streamlining workflows.

Solution Brief | Improve Health Outcomes and Hospital Margins 2

Business Challenge: Retain Patients and CliniciansHospital systems are experiencing dramatic changes resulting from the decentralization of healthcare, the adoption of value-based compensation models, and the rise of the empowered healthcare consumer. With traditional business models disrupted, hospital systems must earn the loyalty of patients and clinicians, who often have choices regarding where to receive or deliver care.

Patients today have far higher expectations than even a few years ago. From the pediatric ward to the geriatric center, patients shaped by an always-connected lifestyle and customer-centric experiences with other industries expect the healthcare system to provide high-quality care tailored to their values, needs, and preferences. Even in the hospital, patients want to be entertained and in control—active participants in their care.

Yet despite the efforts of clinicians and staff, the in-patient experience is often frustrating. Patients may feel confused about their diagnosis and treatment plan, and cut off from their support system or even their favorite TV programs. These factors add stress to an already difficult situation and can make healing and cooperation more difficult.

Comprehensive Patient Engagement for a Better Bottom Line A comprehensive patient engagement strategy, implemented through an open, scalable technology framework, can increase customer satisfaction and retention, producing benefits to health outcomes and hospital finances. A well-designed solution that integrates clinical workflows can help enhance clinician satisfaction and retention and improve important quality and performance indicators.

Health systems around the world are increasingly focused on the patient experience. In the United States, the Centers for Medicare and Medicaid Services requires health systems to survey patients on their in-hospital experience.2 Australia is establishing a national approach to measuring the patient experience.3 NHS England is giving patients and families a greater voice in evaluations of care.4 By measuring and publicizing satisfaction results, these approaches give hospitals clear incentives to optimize the patient experience. Leading hospital systems are creating the position of chief experience officer to elevate their patient engagement strategies.

Oneview Empowers Patients and CliniciansOneview has developed a next-generation platform that keeps patients connected, entertained, and engaged, helping increase patient satisfaction while improving the hospital’s margins. Patients access Oneview’s intuitive interface through an Intel® processor-equipped bedside tablet and a large-screen television enabled with content management and wireless screen sharing using an Intel® NUC mounted behind the television.

Using Oneview, hospitals provide capabilities such as:

• Communications. Patients can easily contact their nurse, communicate with their clinical team, and make service requests or order meals based on prescribed diets and language preferences. Friends and family are easily accessible through email, secure messaging, social media, videoconferencing, and other services.

• Education and coaching. Patients can receive educational content and coaching based on their diagnosis and treatment plan. Gamified content can help increase the likelihood that patients will participate.

• Clinical collaboration. Clinicians can display diagnostic images and other information on the patient’s television, guiding patients and families through shared decision making.

• Entertainment. Patients can access premium entertainment, watch movies, play video games, listen to their favorite music, and stream TV shows.

• Customization. Health systems can customize the Oneview experience to include the hospital’s branding and tailor the interface to local needs. Patients can customize the user interface to include photos and other personal elements.

• Clinician identification. Using real-time location services (RTLS) and other capabilities, the solution can identify clinicians by name and role when they enter the patient’s room. This offers comfort and security, and facilitates collaboration.

Health systems can also use Oneview to help enhance workflow, clinical care, and operations through capabilities such as real-time patient status, enhanced nurse rounding, room-ready status, and a virtual desktop for information access, charting, and ordering at the point of care (Figure 2). Clinicians access the Oneview interface from a clinical tablet, television monitor, laptop, or patient tablet.

Health systems can extend the Oneview solution by adding new services and content. Oneview’s open architecture can integrate diverse information systems, giving clinicians HIPAA-compliant access to electronic medical records and other information systems, all from a single screen. Workflow capabilities can be integrated with the hospital’s RTLS, biometric authentication, radio-frequency identification, and unified communication services. Survey capabilities can gather valuable data to refine quality initiatives, improve operations, determine the effectiveness of educational content, and more. Hospitals can incorporate gamification to increase clinician and staff participation in quality initiatives.

Solution Provider: Oneview Healthcare*Oneview Healthcare PLC is a global software and solutions business that helps hospitals revolutionize the healthcare experience through next-generation technologies. Oneview Healthcare was founded in 2008 and is traded on the Australian Securities Exchange. Its headquarters are in the Republic of Ireland, with offices in Australia, the United States, and the United Arab Emirates.

Solution Brief | Improve Health Outcomes and Hospital Margins 3

Solution Value: Personalized Care, Better Outcomes, Higher Margins By incorporating the Oneview solution into their quality improvement, workflow, and patient experience initiatives, health systems can gain:

• Higher patient satisfaction. Empowering patients and families with information, entertainment, convenient communications, and a greater sense of control can help reduce anxiety and increase satisfaction.

• Improved outcomes and reduced readmissions. Patients become active collaborators, equipped with daily goals and compelling education content. The solution can also increase adherence to nurse rounding schedules, enabling a high-quality, proactive care experience.

• Efficient operations. Workflow improvements and automated communications can give clinicians more time to focus on patient care and make it easier for staff to respond promptly to patient needs.

• Data-centered decision making. Hospital systems gain information to evaluate and improve caregiver workflows, service levels, and the patient experience. Managers can create a more data-enabled organization, which helps to increase patient retention and the return on investment

• Higher margins. Highly engaged patients contribute to higher scores on government and industry surveys, while helping hospitals avoid readmission penalties. Workflow efficiencies can help increase physician satisfaction, referrals, and retention.

• Futureproofing. The open, scalable platform and built-in data-gathering capabilities give hospital systems the flexibility to take advantage of new opportunities. Hospitals and third-party developers can use the Oneview platform to deliver new content and services without the expense of deploying and managing a separate device.

A hospital in Australia implemented Oneview as part of a patient-centered care initiative that used the solution’s nurse rounding application with a goal of assessing each patient every hour. The hospital also provided patients and families with video education, goal completion, and real-time collaboration with their care team as they prepared for discharge. Digital hourly rounding led to a 6 percent decrease in length of stay, a 6 percent reduction in pressure ulcers, and a 4 percent drop in patient falls. Patient satisfaction score rose to the 99th percentile.

Researchers have found that the most highly engaged patients are 31 percent less costly to care for than the least engaged.6 More engaged patients are less likely to be readmitted within 30 days, enabling hospitals to reduce cost penalties from preventable readmissions.7

A comprehensive patient engagement solution can improve both fee-for-service and value-based revenue streams by increasing private-pay patient retention and federal reimbursement quality measures. Accenture Consulting found that offering a great patient experience is correlated with 50 percent higher hospital margins.8

iMProVe reAl-WorlD outCoMeSWith Oneview*, a large Australian healthcare group achieved:

• 6% shorter length of stay • 4% fewer patient falls • 6% fewer pressure ulcers99th Percentile

Patient Satisfaction

Digital patient rounding

Telehealth consultations

Bedside clinical systems access

Room-ready

Real-time pain scales and patient sentiment

Figure 2. Clinicians can enhance productivity by accessing electronic medical records and other information on a single screen, using a tablet or laptop based on an Intel® Core™ processor for responsive performance.

5

Solution Brief | Improve Health Outcomes and Hospital Margins 4

Solution Architecture: Oneview Patient Engagement and Clinical Workflow Solution Oneview allows health systems to use feature packs, add-on solutions, and access to third-party content to create an integrated environment tailored to their clinical and operational priorities. The modular architecture also makes it easy to start with a single use case, such as electronic meal ordering or nurse rounding, and grow toward a comprehensive deployment.

The Oneview platform is based on Intel® architecture, the Microsoft .NET* framework, and Microsoft Windows* (see Figure 3). The platform is API-driven, allowing powerful integration with the health system’s existing application infrastructure. Intel® technologies deliver outstanding performance and reliability for patient engagement solutions. And because they are consistent with the hospital’s existing IT environment, Intel technologies help reduce complexity, increase manageability, and contribute to lower total cost of ownership.

Built-in Intel® security technologies help protect the integrity, availability, and confidentiality of data. To further strengthen security, the Oneview solution runs as a virtual segment of the hospital network and is isolated by firewalls. Data is encrypted using 256-bit Secure Sockets Layer encryption. Measures are taken to help avoid saving sensitive data onto patient devices.

An Intel NUC Mini PC with an Intel® Core™ processor acts as the command and control center for the patient’s room, turning it into a state-of-the-art entertainment and communications

hub. Offering high performance in a compact platform, the latest Intel NUC Mini PCs are designed to handle everything from virtual reality gaming to media streaming.

Patients control their Oneview experience through an enterprise-class Intel Core processor-based tablet at the bedside. They can access entertainment and educational content on the tablet or through a large-format, wall-mounted display. Clinicians use a medically validated, enterprise-class tablet, and can screencast images to display as they engage and educate patients. Tablets powered by the 7th generation Intel® Core™ i5 processor helps provide superb graphics and performance, whether for patients who want to immerse themselves in movies and games or clinicians scrutinizing 3D PACS images. 7th gen Intel® Core™ processors deliver up to 12 percent faster productivity performance9 and up to 19 percent faster web performance10 over previous-generation Intel processors.

Application, database, and other server applications run as virtual machines on Intel® Xeon® processor-based servers in the hospital’s data center or private cloud. The latest Intel Xeon processors are designed for next-generation data centers running on software-defined infrastructure for agile services delivery across cloud-native and traditional applications. The Intel® Xeon® processor E5-2600 v4 product family offers an average of 27 percent more performance compared to previous-generation Intel Xeon processors on a variety of industry-standard workloads and applications.11

Oneview Healthcare* Solution Architecture

Servers

Intel® Xeon® Processor E7 v4 Intel® Xeon® Processor E5 v4

Intel® NUC Mini PC

Windows* 10 Enterprise

Visualization

Intel® Core™ Processor-Based Tablets

Oneview Patient Engagement and Clinical Workflow Solution

Intel® Core™ Processor Intel® Iris™ Plus Graphics

Clinical Applications

APP 1 APP 2 APP n...

Patient-Facing Applications

APP 1 APP 2 APP n...

Figure 3. Health systems use the extensible architecture of Oneview Healthcare* and end-to-end Intel® technologies to create robust solutions customized to their patient population, workflow requirements, and clinician needs.

Solution Brief | Improve Health Outcomes and Hospital Margins 5

ConclusionForward-looking patient engagement strategies and the tools to enact them empower health organizations to succeed in today’s complex and competitive healthcare environment. These strategies and tools take on greater significance as health systems strive to offer sustainable, high-quality care in the face of rising demands.

Running on Intel technologies from the bedside to the data center, the Oneview solution can help health systems optimize patient engagement, clinician and staff workflows, and IT operations. The results can include higher patient satisfaction, improved health outcomes, reduced readmissions, increased clinician productivity, and greater market share.

Find the solution that is right for your organization. Contact your Intel representative or visit intel.com/healthcare.

Solution Provided By:

1 Agency for Healthcare Quality and Research, “How Patient and Family Engagement Benefit Your Hospital,” ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/howtogetstarted/How_PFE_Benefits_Hosp_508.pdf

2 Hospital Consumer Assessment of Healthcare Providers and Systems HCAHPS/CAHPS Hospital Survey Home Page. hcahpsonline.org/home 3 Australian Commission on Safety and Quality in Health Care, Review of Patient Experience and Its Measurement in Australian Hospitals, 2017. safetyandquality.gov.au/our-work/information-strategy/

indicators/hospital-patient-experience/review-of-hospital-patient-experience-surveys-conducted-by-australian-hospitals 4 NHS England, Improving Experience of Care, 2015. england.nhs.uk/ourwork/pe/ipe-rep 5 Oneview Healthcare, Epworth Eastern Hospital Realizes Improved Outcomes with Oneview Interactive Patient Care Technology Solutions, 2015. Patient satisfaction measured by National Indicators of

Safety and Quality, Australia. oneviewhealthcare.com/epworth-improved-outcomes6 Jessica Greene et al., “When Patient Activation Levels Change, Health Outcomes and Costs Change, Too,” Health Affairs, March 2015. content.healthaffairs.org/content/34/3/431.abstract 7 Suzanne E. Mitchell et al, “Patient Activation and 30-Day Post-Discharge Hospital Utilization,” Journal of General Internal Medicine, 2014. link.springer.com/article/10.1007/s11606-013-2647-2 8 “Patient Engagement: Happy Patients, Healthy Margins.” Accenture, 2015. accenture.com/t20160923T044902__w__/us-en/_acnmedia/Accenture/Conversion-Assets/DotCom/Documents/Global/PDF/

Industries_17/Accenture-Happy-Patients-Healthy-Margins.pdf9 As measured by SYSmark* 2014 (Intel® Core™ i7-7500U processor compared to Intel® Core™ i7-6500U processor). For more information, see newsroom.intel.com/editorials/new-7th-gen-intel-core-

processor-built-immersive-internet 10 As measured by WebXPRT* 2015 (Intel® Core™ i7-7500U processor compared to Intel® Core™ i7-6500U processor). For more information, see newsroom.intel.com/editorials/new-7th-gen-intel-core-

processor-built-immersive-internet11 Based on key industry-standard benchmark calculations submitted by OEMs as of 16 March 2016. See intel.com/content/www/us/en/benchmarks/intel-data-center-performance for details. Software and workloads used in performance tests may have been optimized for performance only on Intel® microprocessors. Performance tests, such as SYSmark* and MobileMark*, are measured using

specific computer systems, components, software, operations and functions. Any change to any of those factors may cause the results to vary. You should consult other information and performance tests to assist you in fully evaluating your contemplated purchases, including the performance of that product when combined with other products. For more information go to intel.com/performance.

All information provided here is subject to change without notice. Contact your Intel representative to obtain the latest Intel product specifications and roadmaps. Cost reduction scenarios described are intended as examples of how a given Intel- based product, in the specified circumstances and configurations, may affect future costs and provide cost savings.

Circumstances will vary. Intel does not guarantee any costs or cost reduction. Intel processor numbers are not a measure of performance. Processor numbers differentiate features within each processor family, not across different processor families: Learn About Intel® Processor Numbers. Intel technologies’ features and benefits depend on system configuration and may require enabled hardware, software, or service activation. Performance varies depending on system configuration.

No computer system can be absolutely secure. Check with your system manufacturer or retailer, or learn more at intel.com. No license (express or implied, by estoppel or otherwise) to any intellectual property rights is granted by this document. Copyright © 2017 Intel Corporation. All rights reserved. Intel, the Intel logo, Intel Core, Iris, and Xeon are trademarks of Intel Corporation in the U.S. and/or other countries. Microsoft, Windows, and the Windows logo are trademarks, or registered trademarks of Microsoft Corporation in the United States and/or other countries. * Other names and brands may be claimed as the property of others. 0317/JBLA/KC/PDF Please Recycle 335237-001US

Learn MoreYou may also find the following resources useful:

• Oneview Healthcare • Intel Healthcare Device Selector Tool

• Intel® NUC Mini PC

• 7th generation Intel® Core™ processors

• Intel® Xeon® processor E5 family

Solutions Proven By Your PeersIntel Solutions Architects are technology experts who work with the world’s largest and most successful companies to design business solutions that solve pressing business challenges. These solutions are based on real-world experience gathered from customers who have successfully tested, piloted, and/or deployed these solutions in specific business use cases. Solutions architects and technology experts for this solution brief are listed on the front cover.