How Technology is Enabling Dynamic Community Care Teams and Care Insights – Framework and Examples Rick Siegrist Chief Innovation Officer Faculty Member Harvard School of Public Health

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Panelists

§  Benjamin Bielak, Dovetail Health (CIO)

§  Kathy Duckett, Partners Healthcare at Home (Director)

§  Marie Maloney, Senior Whole Health (CIO)

§  Betsy Weaver, UbiCare/TPR Media (CEO)

§  Ken Accardi, iGetBetter (CTO)

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Integrated Patient Care - Definition

What it is not: § Organizational legal integration

§ Coordination of services

What it is: § Coordinated care +

§ Patient-centered care

Source: Research conducted by Sara Singer!Assistant Professor, Harvard School of Public Health!

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Conceptual Framework – Integrated Patient Care

§  Coordinated within the care team §  Coordinated across care teams §  Coordinated between care teams and

community resources §  Continuity – familiarity with patient over time §  Continuity – proactive and responsive action

between visits §  Patient centeredness §  Shared responsibility

Source: Research conducted by Sara Singer!Assistant Professor, Harvard School of Public Health!

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“When dealing with people, remember that you are not dealing with creatures of logic,

but creatures of emotion.” Dale Carnegie

“I’ve learned that people will forget what you

said, people will forget what you did, but people will never forget how you made

them feel.” Maya Angelou

The New Science of Sentiment Analysis

6 Source: New York Times!

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Industries Using Sentiment Analysis

Retail!

Hospitality!

Telecom!Airline!

Restaurant!Financial!

Image Source: Wikimedia!

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Uniqueness of Healthcare Sentiment

§  Patient satisfaction surveys are largest and most meaningful database of human emotion regarding healthcare

§  Much more than just room, food and products - about traumatic experiences, if not life and death

§  Stronger and deeper emotions than non-healthcare - what could be more personal?

§  More complex human interactions - patients, doctors, nurses, technicians

§  More complex interactions with technology §  Degree of sentiment may be more meaningful and

actionable indicator than traditional satisfaction ratings

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§  Provides insights by converting large volumes of unstructured data (comments) into structured data for analysis

-  Based on “Natural Language Processing” software

-  Assigns comments to meaningful categories/themes

-  Scores comments based on emotional strength from -5 to +5

-  Benchmarks against national and regional norms

-  Tracks sentiment trends over time

© 2010 Press Ganey Associates, Inc.

Sentiment Analysis as the Solution

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Comment Sentiment and HCAHPS Overall

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Comment Sentiment and HCAHPS LTR

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Shared Medical Appointments - Characteristics

§  90 minute appointment with 8 to 12 people

§  Doctor, nurse, behaviorist, documenter

§  Follow-up appointments, physicals or initial appointments

§  Homogeneous or heterogeneous

§  Primary or specialty care

§  Privacy addressed

§  Pioneers – Harvard Pilgrim, Cleveland Clinic, Kaiser, Dartmouth, VA

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Shared Medical Appointments - Benefits

§  Much more timely access to care

§  Greater patient engagement

§  Enhanced care

§  Higher provider satisfaction

§  Improved efficiency