*Bob Bartlett, MD
Hospital Connections; CEO, Clinical-Connection; CMO, MedaNext
Poster Presentation – Business Track
Saturday, Sept 29, 2012: 1:20 PM – 2:20 PM – LK Lower Lobby
The concept of “patient-centered care” came into vogue when it was featured as one of the six aims for high-quality healthcare in the landmark report from the Institute of Medicine’s, “Crossing the Quality Chasm” and The Institute for Healthcare Improvement cites this as part of its “Triple Aim” program.
Research has defined many of the key dimensions of patient-centered care:
- Healthcare information and education;
- Respect for the patient’s values, preferences, and expressed needs;
- Sharing decisions and responsibility between the doctor and the patient;
- Building healthy physician-patient relationships based on an understanding of communication
- preferences, emotional intelligence, and decision-making;
- Emotional support of the patient to relieve fear and anxiety; and
- Involvement of family and friends.
To date, patient-centered care has been a noble cause in search of actionable tools. The current challenge is “how” to deliver patient-centered care on an enterprise scale using a well-defined formula, coupled with effective tools.
Our research has established four universal needs of every patient, which we call “Select”, “Connect”, “Inform”, and “Engage”. This demonstration provides an overview of the cloud-based solutions for the delivery of patient-centered care, and why it works on an enterprise scale. The user interface occurs through the hospital’s website because it is a “logical portal” for patients and the community. Each tool is built to service one of the four universal needs, noted above. The intelligent design of the system incorporates many of the principles of patient-centered care that are espoused by the Institute for Healthcare Improvement.
The elegant design represents a novel solution for the delivery of patient-centered care on an enterprise scale. From a behavioral perspective, tools have been documented to be far more effective than memos or seminars in producing meaningful change. Innovative design features include:
- Cloud-Based Patient Information Kiosk to obtain meaningful information that has been provided by their physician. This feature is designed to meet the “Inform” parameter and services the needs for increased physician efficiency, physician empowerment, and patient empowerment.
- Cloud-Based Algorithm facilitating Clear Communication for patient and providers meets the needs of the “Connect” parameter. This tool uses a series of questions and a specially-developed algorithm to determine the patient’s preferred communication style. The results are presented as a dashboard summary. For example, some patients are “conceptual” communicators and quickly “get bored or perhaps frightened by facts”. Knowing this preference ensures better and more efficient communication. Communication failure is cited as a leading factor for poor patient adherence, poor patient satisfaction, and litigation.
- Expectations Map – “My Health” provides an understanding of what is important to the patient and factors that can impact healthcare outcomes.
- Community Interface – Clinical-Connections (C2) Community was designed to service the “Engage” parameter. In contrast to existing social media channels, the C2 Community was designed for the unique needs of the healthcare environment.
- Community Analytics provide valuable information for healthcare planning and smarter decision-making using “My Health” data-mining.