Infographic: A Healthcare Cultural Awareness Checklist

March 27th, 2019 by Melanie Matthews

Communication and ongoing education are essential to promoting cultural awareness and providing culturally sensitive healthcare, according to a new infographic by Quality Interactions.

The infographic provides a checklist for healthcare professionals to understand and negotiate any cultural differences that may directly impact care.

Although nearly three-fourths of health outcomes are determined by social determinants, few clinicians can ably identify those patients facing challenges related to social and environmental conditions or other experiences that directly impact health and health status.

Social Determinants and Population Health: Redesigning Care Management to Bridge Clinical and Non-Medical Services, care teams will learn that by asking patients the right questions and listening carefully to their responses, they can begin to identify and address social determinants, dramatically impacting patient outcomes as well as their own financial success under value-based care.

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Infographic: Where Is Your Health Data Going?

March 25th, 2019 by Melanie Matthews

Sharing of healthcare user data by medicine-related apps is routine but far from transparent, according to a new infographic by the University of Sydney.

The infographic examines how health data is shared.

2018 Healthcare Benchmarks: Telehealth & Remote Patient MonitoringArtificial intelligence. Automation. Blockchain. Robotics.

Once the domain of science fiction, these telehealth technologies have begun to transform the fabric of healthcare delivery systems. As further proof of telehealth’s explosive growth, the use of wearable health-tracking devices and remote patient monitoring has proliferated, and the Centers for Medicare and Medicaid Services (CMS) has added several new provider telehealth billing codes for calendar year 2018.

2018 Healthcare Benchmarks: Telehealth & Remote Patient Monitoring delivers the latest actionable telehealth and remote patient monitoring metrics on tools, applications, challenges, successes and ROI from healthcare organizations across the care spectrum. This 60-page report, now in its fifth edition, documents benchmarks on current and planned telehealth and remote patient monitoring initiatives as well as the use of emerging technologies in the healthcare space.

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Infographic: The Top 10 Reasons You Need a Digital Healthcare Security Check-Up

March 22nd, 2019 by Melanie Matthews

Healthcare organizations continue to have the highest breach-related costs of any industry at $408 per stolen record, according to a new infographic by Keyfactor.

The infographic examines trends surrounding healthcare data breaches, Internet of Medical Technology and emerging technology.

Remote Patient Monitoring for Chronic Condition Management: Leveraging Technology in a Value-Based System Encouraged by early success in coaching 23 patients to wellness at home via remote monitoring, CHRISTUS Health expanded its remote patient monitoring (RPM) enrollment to 170 high-risk, high-cost patients. At that scaling-up juncture, the challenge for CHRISTUS shifted to balancing its mission of keeping patients healthy and in their homes with maintaining revenue streams sufficient to keep its doors open in a largely fee-for-service environment.

Remote Patient Monitoring for Chronic Condition Management: Leveraging Technology in a Value-Based System chronicles the evolution of the CHRISTUS RPM pilot, which is framed around a Bluetooth®-enabled monitoring kit sent home with patients at hospital discharge.

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Infographic: Strategies for Ensuring Post Merger & Acquisition Success in the Healthcare Industry

March 20th, 2019 by Melanie Matthews

Increasing competition, lower margins and a need for scale are continuing to drive hospital merger and acquisition (M&A) activity, according to a new infographic by Agiliti.

The infographic looks at three ways hospitals can improve post M&A integrations and outcomes.

Profiting from Population Health Revenue in an ACO: Framework for Medicare Shared Savings and MIPS SuccessA laser focus on population health interventions and processes can generate immediate revenue streams for fledgling accountable care organizations that support the hard work of creating a sustainable ACO business model. This population health priority has proven a lucrative strategy for Caravan Health, whose 23 ACO clients saved more than $26 million across approximately 250,000 covered lives in 2016 under the Medicare Shared Savings Program (MSSP).

Profiting from Population Health Revenue in an ACO: Framework for Medicare Shared Savings and MIPS Success examines Caravan Health’s population health-focused approach for ACOs and its potential for positioning ACOs for success under MSSP and MACRA’s Merit-based Incentive Payment System (MIPS).

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Infographic: Electronic Health Records as a GPS for Healthcare

March 18th, 2019 by Melanie Matthews

As foundational platforms of healthcare information, electronic health records (EHRs) could improve individual experiences for all healthcare industry stakeholders, according to a new infographic by Publicis Health.

The infographic examines the evolution of EHRs and how they could provide step-by-step support for healthcare consumers, much like a GPS provides turn-by-turn instructions to drivers.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical OutcomesAs healthcare moves out of the brick-and-mortar traditional setting into patients’ homes and their workplaces, and becomes much more proactive, the University of Pittsburgh Medical Center (UPMC) has been expanding its remote patient monitoring program. The remote patient monitoring program at UPMC has its roots in the heart failure program but has since expanded to additional disease states across the integrated delivery system’s continuum of care.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical Outcomes delves into the evolution of UPMC’s remote patient monitoring program from its initial focus on heart failure to how the program was scaled vertically and horizontally. Click here for more information.

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Infographic: UW Medicine Healthcare Equity

March 15th, 2019 by Melanie Matthews

UW Medicine Healthcare has launched a number of initiatives to further its organizational goal of providing high-quality, culturally appropriate healthcare, regardless of age, race, ethnicity, gender, sexual orientation, religion or ability, according to a new infographic by UW Medicine.

The infographic examines UW Medicine’s programs supporting these goals.

When the prestigious Memorial Sloan Kettering Cancer Center (MSKCC) began to face tougher competition from hospitals with managed care contracts and limited networks, the state-of-the-art specialty hospital decided to implement a team-based care coordination approach to attract and retain healthcare payors focused on value-based care.

Integrated Case Management: Elevating Quality and Clinical Metrics with Multidisciplinary Team-Based Care details the framework and implementation of the service-based multidisciplinary program MSKCC adopted to demonstrate that the care it provides to more than 25,000 admitted patients each year is both cost-effective and cost-efficient.

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Guest Post: Americans Say Healthcare Isn’t the Consumer Experience Leader It Needs to Be

March 14th, 2019 by Nate Brogan

Healthcare consumer experiences are falling short of patients’ expectations, according to a West survey. West surveyed 1,036 adults and 317 healthcare providers in the United States to learn how Americans feel their healthcare experiences stack up against other consumer experiences. The survey revealed that, although patients want healthcare experiences to outshine other consumer experiences, 72 percent of patients feel healthcare is falling behind other industries in terms of delivering exceptional experiences. The solution? Patients suggest better communication is needed for healthcare to live up to consumer experience expectations.

More than half (56 percent) of providers agree that healthcare may be trailing other industries when it comes to delivering meaningful consumer experiences, the West survey revealed. Also, around one in three Americans believe healthcare organizations are not as focused on customer experiences as grocery stores (30 percent), travel companies (30 percent) and financial services companies (29 percent).

Lagging Healthcare Experiences

Patients who feel healthcare organizations need to raise the bar when it comes to delivering customer experiences point to billing and wait times as two of the areas where improved communication could make healthcare experiences better. Around one in three patients say healthcare bills are more confusing than other bills (30 percent) and doctors run late for appointments more frequently than service providers from other industries (35 percent). Both of those, patients say, detract from the overall healthcare consumer experience.

Transforming healthcare experiences—at least in regard to billing and wait times—may be as easy as making some simple communication adjustments. It doesn’t take much in terms of time or resources to send patients a text or email that notifies them when a doctor is running behind schedule. Most healthcare organizations already use patient engagement technology that enables teams to send patients automated messages to remind them about upcoming appointments. That same technology can be used to send other types of messages to patients—like a message to clarify a bill, for example.

Here is a closer look at two communication upgrades healthcare teams can make to deliver better experiences for patients:

Actively and clearly communicate about financial responsibilities.

Most patients agree that interpreting and paying medical bills is confusing. The financial stress of having to pay medical bills can be heavy enough. But add to it the confusion of trying to determine what amount is actually owed, what is covered by insurance, what services are included in billed costs, and the process of paying medical bills can become overwhelming. A majority of healthcare providers (61 percent) admit that they believe healthcare bills are more confusing than other bills. Unfortunately, healthcare’s lack of cost transparency and complicated billing can cause patients to feel negatively about their healthcare experiences. But some of that frustration can easily be avoided.

Sending messages to communicate about costs and payments can eliminate stress caused by medical bills and improve overall healthcare experiences for patients. Healthcare teams that use patient engagement technology to send appointment reminders can adapt their messages and use their existing technology to communicate about a variety of financial topics. This might mean sending patients messages following appointments to let them know when to expect a bill, what services will be included on their bill and what payment options are available to them. It could also mean following up with a message after a bill has been sent, to explain and clarify what costs are covered by insurance. According to West’s survey findings, only 15 percent of providers routinely send these types of messages. Making this type of increased communication a standard part of the billing process allows patients to better budget for healthcare expenses, and it lessens confusion and frustration—in other words, a big patient experience improvement.

Notify patients when there are delays or changes to scheduled appointments.

Another time when patients want increased communication is when doctors are running late. More than eight in ten patients (83 percent) think healthcare organizations are more likely than other companies to run behind schedule or keep them waiting. Because patients typically don’t find out about delays until after they arrive for an appointment, this causes a lot of waiting. Many providers don’t recognize quite how much of a problem waiting is, or that delays are a major frustration for patients. Less than half of providers (42 percent) think healthcare professionals actually run late more frequently than service providers in other industries. This explains why less than half (49 percent) of healthcare providers say that their patients receive notifications (text messages, voice calls or emails) when there are delays that impact their healthcare appointments.

It is unlikely that delays could be completely eliminated or that providers could maintain an on-time schedule 100 percent of the time. However, healthcare teams can certainly reduce waiting by leveraging their appointment reminder technology to communicate with patients when there are delays. Other industries send similar messages to alert consumers of delays. For example, airlines send messages to notify fliers of delayed and cancelled flights. By doing this, it allows consumers to adjust their arrival time and it helps minimize frustration. When healthcare teams send these types of communications to patients, they can show patients their time is valued and help them feel better about their healthcare experiences.

Patients hold healthcare to high standards; they want healthcare experiences to outshine other consumer experiences. Taking advantage of opportunities to use technology-enabled communications to better communicate with patients is an effective way to deliver better patient experiences. And doing so can help healthcare become the consumer experience leader patients expect it to be.

Nate Brogan

Nate Brogan

About the Author: Nate Brogan is an advocate for utilizing technology-enabled communications to engage and activate patients beyond the clinical setting, promoting the idea that engaging with patients between healthcare appointments in meaningful ways will encourage and inspire them to follow and embrace treatment plans—and that activating these positive behaviors ultimately leads to better outcomes for both healthcare organizations and patients. Brogan currently serves as President of Notification Services at West (www.west.com), where the healthcare mission is to help organizations harness communications to expand the boundaries of where, when, and how healthcare is delivered.

Infographic: Top 8 Healthcare Technology Adoption Trends

March 13th, 2019 by Melanie Matthews

Healthcare providers are preparing to increase adoption of clinical business intelligence solutions and technologies. In addition, insurers are expected to invest in interoperability solutions in preparation for the U.S. Office of the National Coordinator for Health Information Technology (ONC) Information Blocking Rule, according to a new infographic by Definitive Healthcare, LLC.

The infographic examines additional healthcare technology adoption trends for 2019.

2018 Healthcare Benchmarks: Telehealth & Remote Patient MonitoringArtificial intelligence. Automation. Blockchain. Robotics.

Once the domain of science fiction, these telehealth technologies have begun to transform the fabric of healthcare delivery systems. As further proof of telehealth’s explosive growth, the use of wearable health-tracking devices and remote patient monitoring has proliferated, and the Centers for Medicare and Medicaid Services (CMS) has added several new provider telehealth billing codes for calendar year 2018.

2018 Healthcare Benchmarks: Telehealth & Remote Patient Monitoring delivers the latest actionable telehealth and remote patient monitoring metrics on tools, applications, challenges, successes and ROI from healthcare organizations across the care spectrum. This 60-page report, now in its fifth edition, documents benchmarks on current and planned telehealth and remote patient monitoring initiatives as well as the use of emerging technologies in the healthcare space.

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Infographic: A Day in the Life of a Community Health Worker

March 11th, 2019 by Melanie Matthews

Community health workers are frontline public health outreach workers who have a strong connection to the communities they serve, with an in-depth understanding of their experiences, culture, language, or needs, according to a new infographic by the Connecticut Health Foundation.

The infographic examines the various roles of community health workers in today’s healthcare system.

Innovative Community Health Partnerships: Clinical Alliances to Reduce Health Disparities in Underserved PopulationsAs one of the poorest urban congressional districts in the country, the Bronx, a New York City borough, was also rated as the last county (#62) in New York for health outcomes and health factors by the Robert Wood Johnson Foundation. In reaction, the Bronx Health REACH initiative formed the “#Not62,” campaign to transform the health of the community.

Innovative Community Health Partnerships: Clinical Alliances to Reduce Health Disparities in Underserved Populations highlights the models of change and key initiatives developed through Bronx Health REACH’s community health transformation project.

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Infographic: Medicare Beneficiaries at a Glance

March 8th, 2019 by Melanie Matthews

There were some 57 million Americans enrolled in Medicare in 2016—with the majority (68 percent) still enrolled in the traditional Medicare fee-for-service program, according to a new infographic by the Centers for Medicare and Medicaid Services.

The infographic examines Medicare demographic data, service use, average total payments, beneficiary satisfaction rates and the top 10 chronic conditions among enrollees.

Medicare Chronic Care Management Billing: Evidence-Based Workflows to Maximize CCM RevenueSince the January 2015 rollout by CMS of new chronic care management (CCM) codes, many physician practices have been slow to engage in CCM.

Arcturus Healthcare, however, rapidly grasped the potential of CCM to improve patient outcomes while generating care coordination revenue, estimating it could earn up to $100,000 monthly for qualified patients treated in its four physician practices—or $1 million a year.

Medicare Chronic Care Management Billing: Evidence-Based Workflows to Maximize CCM Revenue traces the incorporation of CCM into Arcturus Healthcare’s existing care management efforts for high-risk patients, as well as the bonus that resulted from CCM code adoption: increased engagement and improved relationships with CCM patients.

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