Perficient Healtchare Solutions Blog


Archive for the ‘Collaboration’ Category

Includes Provider Portals (Patient, Provider, Physician), Payor Portals (member, provider, agents/brokers), and User Experience

HCA’s MyHealthONE Patient Portal Empowers Patients

We are all aware of the enormous impact Government regulations have had on healthcare and while they are in place to improve healthcare, in some cases they may be hindering progress. For example, to meet Meaningful Use requirements healthcare providers must provide electronic health records to their patients and for most organizations the vehicle for doing so is a patient portal. Many organizations have implemented patient portals that are “good enough” to meet the Meaningful Use requirements in order to receive incentives from the Government. That being said, there are healthcare organizations that are looking beyond the Meaningful Use requirements and want to implement a patient portal that empowers patients and provides a vehicle for communication and engagement.

Hospital Corporation of America (HCA) is one of those organizations. HCA is the nation’s largest provider of healthcare services with more than 165 hospitals and 115 surgery centers in 20 states and England. They selected Perficient to develop and deliver their MyHealthONE patient portal because they wanted to provide an enhanced patient experience by offering additional services that go beyond the Meaningful Use criteria. Read the rest of this post »

Using the EHR as a Building Block for a Learning Health System


Charles Bailey, MD, PhD, Pediatric Oncologist and Assistant Professor, Children’s Hospital of Philadelphia spoke today at the 3rd Annual Clinical Informatics Symposium presented by St. Louis Children’s Hospital and Washington University in St. Louis. His presentation was focused on using the EHR as a building block for a learning health system.

Through the power of collaboration, the vision of a learning health system is about leading healthcare and health to “big data” to empower all stakeholders in healthcare to “learn large”. It is critical for all stakeholders in the health care system participate in the learning health system vision.

Our job is to take care of our patients and do our best in taking care of them. It is a life-long process of teaching, learning and improving what we do. Read the rest of this post »

Empowering Patients: Engaging Beyond the Traditional Care Setting

Empowering Patients: Engaging Outside the Traditional Setting

Consumerism is changing how we interact with our care providers. Connecting patients more closely to care providers is especially important after discharge from a facility. My colleague Melody Smith Jones @melsmithjones shared an e-Patient petition to the ONC in her whitepaper Patient 360: The Complete View of Patient Engagement that stated “Nothing would result in improving the health of the population (and decrease healthcare costs) more than having greater involvement/engagement by individuals in the healthcare process.” Melody also shared the expected rise in telehealth services from 350,000 in 2013 to 7M in 2018.

Empowering patients means more than providing content about an illness and providing reminders about appointments. At KP Oncall it is about better insights into the patient “conversation” and follow-ups outside the walls of the facility. Recently, Jan Guzik, NP, Product & Clinical Service Development at KP OnCall, a division of Kaiser Permanente of Southern California, joined us for a webinar to discuss how KP OnCall is leveraging technology to empower patients and reduce overall healthcare costs. Jan shared that KP OnCall is offering remote care to minimize “in person” care, unless essential or desired by a patient.

KP OnCall uses Oracle technology to provide the “Web Self Service & Nurse Chat” solution to empower patients with a choice of self-assessment versus waiting to speak to a nurse on the phone or go in for an appointment. Via a web interface, the solution walks the patient through a series of Q&A about their symptoms to determine next steps in their care. A whopping 94% of patients using the solution said that they would prefer to use the tool again vs. waiting to speak to a nurse. Not only are patients happier, KP OnCall is also projecting a reduction in expense related to call center staffing as they add more protocols and more tightly integrate the solution into their patient portal.

Perficient specializes in implementing digital technologies in healthcare and we’d love to talk to you about how we are helping clients solve these challenges.

Follow me on twitter at teriemc

How Kaiser Permanente Serves More Patients With Less Resources

How Kaiser Permanente Serves More Patients With Less Resources

Healthcare is undergoing a seismic change in the way traditional institutions think about healthcare delivery. From consumer-driven loyalty programs and social listening to telehealth and wellness programs, disruptive technologies are leading the transformation. Telehealth, once reserved for the chronically ill, is now being used to drive increased revenue by creating services that scale beyond traditional geographic boundaries.

Recently, Jan Guzik, NP, Product & Clinical Service Development at KP OnCall, a division of Kaiser Permanente of Southern California, joined us for a webinar to discuss how KP OnCall is leveraging technology to empower patients and reduce overall healthcare costs.

Healthcare organizations are faced with many challenges and during the webinar Jan talks about the struggles organizations are having in regards to providing cost-effective and convenient care for newly insured individuals, as a result of the Affordable Care Act. Because healthcare providers are expensive resources, an increase in patients doesn’t necessarily mean an increase in the number of providers on staff.

To combat the challenge of limited resources, KP OnCall was looking for a solution to minimize in-person care. Remote care was an option but still required expensive resources (nurse, physician) so instead KP OnCall decided to look into self-service solutions. The Web Self Service & Nurse Chat  empowers patients with a choice of self assessment versus waiting to speak to a nurse on the phone or go in for an appointment.

The webinar showcases a live demo of a patient-provider online interaction using the self-service functionality. Additionally, we get a look inside how the self-service questionnaires have improved customer experience and impacted KP OnCall’s bottom line.

Check out the on-demand version here to learn how KP OnCall is leveraging telehealth to:

  • Reduce patient visits and lower healthcare costs
  • Empower patients through self-treatment
  • Deliver alternate methods of patient/provider communication
  • Manage symptoms and medical conditions for the patients and populations they serve
  • Generate data-driven insights


Follow me on Twitter: @KateDTuttle

5 Steps to a 360-Degree Healthcare Marketing Strategy

5 Steps to a 360 degree healthcare marketing strategy

Last month I attended a Healthcare Marketing Summit in Chicago.  During the event, Melody Smith Jones, Manager of Connected Health at Perficient discussed how hospitals should be taking the best practice marketing ideas and approaches from the retail industry and applying them to healthcare.

Setting the stage for applying A Retail Strategy for Healthcare Melody discussed the five marketing imperatives (drivers) of the retail industry in dealing with the connected consumer:

  • Relentless competition
  • Price transparency
  • Pervasive technology
  • A Shoppers journey
  • Consumer is in control

She also discussed the retail industry response to these imperatives:

  • Enhancing the customer experience
  • Omni-channel synchronization
  • Personalization
  • Leveraging data
  • Digital transformation

With this as introduction, Melody then laid out the Five Steps to implement a 360 degree marketing strategy: Read the rest of this post »

6 Keys to a Digital Marketing Mindset in Healthcare


Chris Bevolo, author of “Joe Public Does not Care about your Hospital” and more recently, “Joe Public II: Embracing the new Paradigm” spoke at the Chicago Healthcare Marketing Summit on May 27. He shared why the word Paradigm is the right word to describe the sea change in digital marketing:

In 1962, Thomas Kuhn wrote The Structure of Scientific Revolution, and introduced the idea of “paradigm shift”. He argued that advancement is not evolutionary, but rather is a “series of peaceful interludes punctuated by intellectually violent revolutions,” and in those revolutions “one conceptual world view is replaced by another”.

Chris also spoke about the Six keys to the digital marketing mind-set:

  • The need to rethink how healthcare approaches marketing – understanding how digital marketing tools and channels become the first thing to consider, not the last
  • Digital is not an add-on to existing marketing campaigns – Digital needs to be integrated from the start in your marketing planning efforts
  • Make sure web, mobile and search are considered from the start of any campaign planning
  • Incorporate digital marketing channels, resources and efforts across a broad range of initiatives as well as providing the ability to dive deep into the content in relevant subject areas
  • Engagement is the ultimate goal of any marketing campaign
  • Always remember to include mobile audiences in your thinking and approach

So how do you know when you have achieved digital marketing mastery:

  • Digitally Driven – Digital strategies and tactics account for more than half of your overall marketing budget and digital managers and directors have a seat at the table when the organization is developing their annual marketing plan.
  • Brand Powered – The brand is the identity of the organization and should represent the face and voice of the organization. Organizations need to build and enhance the brand experience through digital marketing venues.
  • Content Relevancy – We live in a world where we are surrounded by content – it is the context of that content that sometimes gets overlooked. Organizations must design their websites so content is prioritized for specific audiences and keep content educational not promotional.
  • Goal Oriented – Digital marketing efforts should be tied to business goals and measurement should be a priority. The results should be reported regularly and transparent for the organization to see.

Just like any organization, moving to the new digital marketing paradigm will take time for healthcare organizations. Change usually causes resistance within organizations so it is important to prepare your organization with change management strategies and start changing the mindset that visibility means marketing.

Healthcare organizations that embrace the new digital marketing mindset will have a competitive advantage because they will more effectively connect and engage with patients and be able to convert unknown consumers into patients. By leveraging digital marketing tools, healthcare organizations can empower patients with information that can improve their overall health and wellness.

“Joe Public” May Not Care About Your Hospital, Jane Public does

woman-at-doctor-apptHave you every picked up a copy of “Joe Public Doesn’t Care About Your Hospital?”  It’s written by healthcare marketer Chris Bevolo along with his follow up “Joe Public II: Embracing the New Paradigm”.

I’m a big fan of his work.  First, Joe Public was written in 2011 when you would have been hard pressed to find health systems using consumer centric outreach mediums.  Instead, many were holding on to more traditional public relations communications mechanisms.  Many still are, and there is a fundamental disconnect when such traditional mediums are used.  The disconnect lies in the old standard of care where doctor played roles of “demi god” that bestowed healthcare advice upon the patient.  With that type of relationship, traditional PR can work because the patient is then looking up at the health system for sage pieces of wisdom and advice.

However, the dynamics between patient and care team have changed, and that very much changes how a health system must outreach to these patients.  Patient is now more likely to want to feel like they are a part of the care team because, truly, who else is more responsible for their care than them and their loved ones?  As such, marketing mediums that rely upon a David versus Goliath mentality just do not work.

Want to know what does?  

The mediums that work in the new healthcare environment are the mediums that respect the patient’s role as a part of the care team. These are mediums that allow you to speak with an authentic and humble voice.  These are mediums like social media where communities of people come together to digest information together.  These are mediums like mobile where you can form relationships that matter right in the living room of 91% of the US adult population.

And this brings us to the title of this piece.  Why to market to women.  Controlling 80% of U.S. spending, women represent the largest market opportunity in the world, and a women’s power of influence extends well beyond the traditional roles of family and education on to government, business, the environment, and, yes, healthcare.  As such, I have witnessed healthcare marketing team after healthcare marketing team designate large portions of their strategy and budget towards how to win Mom.  So, while Joe Public might not care about your healthcare system, Jane Public certainly does.  Even more, she is still looking for a trusted, humble, and authentic voice to partner with her as she cares for her health, the health of her family, and the health of her community.

Care to learn more? It just so happens that I will be speaking alongside Chris next week at “Don’t Just Do Healthcare Marketing. Go Digital” in the Chicago area.  If you are in the area, please feel free to register.


INFOGRAPHIC: Top 10 Connected Health Trends for 2015

Connected health engages patients, members, providers, and the health community using technology to deliver quality care outside of the traditional medical setting. We have identified the top 10 connected health trends and highlighted them in the below infographic. For an in depth look at each trend check out our newly published guide on the Top 10 Connected Health Trends for 2015.

Read the rest of this post »

What Can Healthcare Leaders Learn from Retail Leaders? [Video]

A colleague of mine recently shared with me a conversation he had with a CEO of a large health system in Chicago.  The CEO was asked the following question:

“If you could sit down for lunch to have a candid conversation with the leader of any organization, then who would it be?”

Hmm.  Let’s all think about that.  Who would you choose?  Would you want to know the leader of Mayo Clinic?  How about the leader of your foremost competitor?  You may, or may not be, surprised by this CEOs answer.  He wants to meet the leader of Domino’s Pizza.

His reasoning was simple.  The leader of Domino’s Pizza not only has an understanding of connecting with consumers in a more retail setting but has also worked to transform the public’s image of them through outright candor and unexpected outreach tactics.

What Healthcare Can Learn from the Retail Industry

I was meeting with leaders of a healthcare organization that is known as being very physician centric.  In decades past, driving physician loyalty provided huge competitive advantages.  It still does.  However, the conversation I heard over and over again was how that centricity of messaging is shifting away from physician and towards patient/consumer.  Healthcare stands to learn a lot form the retail industry in that regard.  Recent lessons learned include how to use the retail setting as a medium for providing care and how to engage consumers outside of the care setting using technology.  What is often neglected when assessing the tactics used by the retail industry is their core competency of using data insights to motivate and incentivize changes in consumer behavior.

We recently did a webinar entitled A Real Retail Strategy for Healthcare.  Here is a peek of that webinar, which dives into what healthcare can learn from the retail industry.

INFOGRAPHIC: Patient Portals – 7 Features the Market is Demanding

When it comes to patient portals most provider organizations are focused on meeting the Meaningful Use requirements rather than creating a patient portal that truly engages their patients. While healthcare organizations have been making steady progress towards Meaningful Use (MU) Stage 2 attestation, the lack of patient engagement continues to be problematic. Creating a patient portal that engages and empowers patients outside of the four walls of the care setting requires organizations to look beyond MU2. Engaging patients through a portal will drive increased revenue streams by creating services that go beyond traditional geographic boundaries. The below infographic depicts the 7 features that can turn your MU patient portal into one that is driven by market demand.

Read the rest of this post »

#HIMSS15: Reducing Readmissions with Post Discharge Text Messages

213022198-compressor Today I had the good luck to happen upon a #HIMSS15 session entitled “Improve Patient Engagement, Lower Readmissions with #mHealth.” I thought that was a bold statement to make on behalf of #mHealth. Since I’m a big sucker for a bold statement, I found myself drawn to the session like moth to flame.

The session was hosted by Richard Imbibe, CFO, and Dr. Thompson Boyd, MD at Hahnemann University Hospital in Philadelphia (approximately 300 staffed beds). Since Hahnemann was facing the same readmissions issues that all hospitals face, they wanted to experiment with the patient discharge processes with the goal of reducing readmissions. They faced a baseline readmissions rate of 26.7%, and they wanted to know what would happen if they messaged their patients post-discharge with reminders of post-discharge instructions. More specifically, they wanted to remind patients to attend their follow up appointments, which were a notable factor in whether or not a patient would be readmitted.

How the Study Worked

Hahnemann studied 368 heart failure patients because they were the “sickest of the sick”.   Read the rest of this post »

Connected Health Top 10: #1 A Real Retail Strategy for Healthcare

Top-Ten-300x298In this post-reform era of high quality care at a low cost, the healthcare industry has been looking towards the retail industry for strategies used to engage consumers. Lessons learned include how to use the retail setting as a medium for providing care and how to engage consumers outside of the care setting using technology.

What is often neglected when assessing the tactics used by the retail industry is their core competency of using data insights to motivate and incentivize changes in consumer behavior. Connected Health solutions are, in and of themselves, streams of valuable information that can be mined and analyzed to achieve business objectives.

Health plans, and soon healthcare providers, are realizing that understanding consumer data is at the heart of driving loyalty as well as encouraging healthful and cost-conscious healthcare consumer decision making. The drive starting in 2015 will be to establish a single source of the truth on consumer data informed by external consumer data interactions both with an organization and outside of the organization through sources such as social listening and mHealth. These solutions are meant to enhance the consumer experience through the ability to generate insights to determine the next best action across channels. Objectives include: Read the rest of this post »