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Webinar: A Real Retail Strategy For Healthcare

Retailers understand customer loyalty and they understand the importance of predicting and A Real Retail Strategy for Healthcaremotivating customer behaviors.  With a continued focus on providing low-cost and high-quality care, the healthcare industry has been looking to the retail industry for ways to engage and empower consumers.

Healthcare has learned valuable lessons from retail, including how to use the retail setting as a medium for providing care and how to engage consumers outside of the care setting through the use of technology. Many times, what is neglected when assessing retail industry tactics is their core competency of using data insights to motivate and incentivize changes in consumer behavior. Retailers typically do a good job of using collaborative tools to engage consumers and gain valuable intel to improve customer experience.

Healthcare organizations are recognizing that understanding consumer data is at the heart of driving loyalty and improving consumer health and wellness decision-making. Establishing a single source of truth with consumer data enhances the consumer experience and generates insights to determine the next best in any multichannel experience.

Join Perficient for an educational webinar on Tuesday, March 31st. Our healthcare and retail experts will demonstrate how data can be leveraged to:

  • Transform passive recipients of care into active participants in care
  • Mass customize messaging aligned with population health initiatives
  • Achieve outreach objectives that convert unknown consumers into patients/members
  • Enhance care and lower healthcare costs
  • Achieve business objectives

Posted in News

Keeping A Personal Touch in #Digital Healthcare

Next time you are in a restaurant, coffee shop or on public transportation, take a look around at the number of people occupied by their smartphones and tablets instead of engaging with those right next to Keeping A Personal Touch in the Digital Healthcare Worldthem. As a society, we are becoming increasingly depersonalized and relying more on electronic communications and less on face to face interactions. Our dependence on technology and electronic communications is leading to a rapid decline of our interpersonal skills and some fear that healthcare providers will lose their personal touch as they continue to ramp up their technology use. How many times have you called an organization and all you wanted to do was talk to a human, but you spend several frustrating minutes on the phone listening to an automated voice.

In healthcare, the benefits of technology are tremendous, such as enhancing patient care and providing more accurate and timely analytics for improved outcomes. However, there is a rising concern that technology is replacing personal interactions, by minimizing the amount of time patients spend with providers and in turn dehumanizing healthcare. Amongst all the challenges healthcare providers are faced with, they must also find ways to keep a personal touch in the digital healthcare world. A patient-centered model starts with a Physician who listens to their patients.

Unfortunately the new healthcare system isn’t geared toward human interactions. Healthcare providers spend more time starring at a computer screen and checking boxes than communicating and more importantly listening to their patients. It reminds me of the scene in Patch Adams where the late and great, Robin Williams’ character is talking to a Doctor and he can clearly tell he isn’t listening so he starts rattling off ridiculous statements. Listening to patients and providing compassion and support can go a long way in keeping a personal touch in the digital world of healthcare. The use of technology will continue to rise but we must be sure to keep the CARE in healthcare.

 

The Perficient Health Analytics Gateway Wins IBM Beacon Award

Perficient’s Health Analytics Gateway is a robust solution that accelerates data integration by more than 50% and automates the population of the IBM Healthcare Data Model, which helps healthcare organizations generate  insightful and actionable analytics much quicker. This innovative solution delivers rapid results from the Enterprise Data Warehouse and provides business intelligence and analytics that can help manage readmissions, evaluate the cost of care, increase operational performance and improve population health management capabilities.

This Perficient Health Analytics Gateway:

  • Expands IBM Information Management tools
  • Reduces data integration time by more than 50%
  • Populates key functional areas meeting the needs of many top use cases
  • Provides standardized data for BI reporting

In recognition of the Health Analytics Gateway, Perficient recently received a 2015 IBM Beacon Award for Outstanding Information Management Solution. This top honor is awarded to a select few elite IBM Business Partners who have delivered exceptional solutions to drive business value and transform the way their clients and industries do business in the future. To learn more about Perficient’s Beacon Award visit the Perficient IBM blog.

UNC Health Care System recently leveraged the Health Analytics Gateway to accelerate data integration from their legacy systems and Epic by more than 50%. The Health Analytics Gateway also helped UNC Health Care System:

  • Eliminate dependency on older technologies
  • Integrate the platform to enable efficient data management
  • Complete integration between data from legacy systems and Epic
  • Develop a comprehensive data warehouse to support future analytics requirements

In addition to the Beacon Award recognition, Perficient was recently awarded the IBM Big Data & Analytics Worldwide Business Partner Excellence Award. We are excited to be recognized for our innovative solutions that are positively impacting healthcare organizations across the country.

The Health Information Exchange (HIE) Teeter-Totter

The cyber-attack on Anthem, the nation’s second-largest health insurer, directly reflects the vulnerability of healthcare organizations, which are years behind other industries in regards to protecting personal information. In today’s healthcare industry, the federal government encourages sharing information across the continuum, which is critical to improving patient care. The challenge is the balancing act between protecting personal information and making it useful – the health information exchange teeter-totter. Current federal privacy regulations and the industry standard call for encrypting information that is sent from the database; however, on-premise data commonly remains unencrypted, making it vulnerable to an attack.

The Healthcare Information Teeter-Totter

Anthem followed industry standards and encrypted the medical information that was shared outside of their database, but because they failed to secure their on-premise data, hackers gained access to up to 80 million records that include social security numbers, birthdays, addresses, email, employment information and income data for customers and employees. Scrambling personal data makes it less valuable to hackers, but also makes it more difficult for healthcare employees to track trends and share data with other healthcare providers and states.

Other industries such as the financial services industry keep personal information in separate databases that can be closed off in an attack. Avivah Litan, an analyst for Gartner who specializes in cyber-security, said healthcare organizations “are generally less secure than financial service companies who have the same type of customer data.” For example, the attack on JPMorgan Chase last summer compromised the personal information of over 80 million households and small businesses, but the breach was limited to non-financial information because the more sensitive information was walled off, which meant hackers could not penetrate it.

Unfortunately, in healthcare the question isn’t whether the next data breach will occur but rather when will it occur. Balancing out the health information exchange teeter-totter will continue to be a challenge for the healthcare industry. The criminal value of the information that healthcare organizations store combined with the slow adoption of security measures make healthcare organizations prime targets for hackers.

IoT Not Just An Acronym: A Powerful Force Transforming Healthcare

Internet of Things (IoT) is not a new term. Nearly 20 years ago an MIT professor described a world where “things” are connected and able to share data. In healthcare, IoT is not a technology trend on the horizon, it is IoT Not Just An Acronym: A Powerful Force Transforming Healthcarehere today, and having an enormous impact on the healthcare industry.

Ninety percent of all of the world’s data has been generated the last two years and that statistic will be blown away in 2015 and the years to come as the IoT continues to grow. In fact, Gartner, Inc. forecasts that 4.9 billion connected things will be in use in 2015, up 30% from 2014, and will reach 25 billion by 2020. Leveraging the invaluable insights enabled by the connection of these devices is what the Internet of Things is all about.

IoT  is a powerful force transforming the way healthcare organizations do business by allowing them to leverage the cloud to reduce operational costs and generate valuable data-driven insights. IoT starts with the data, devices and services within a healthcare organization including EHRs, claims and financial systems. The data from these various sources is combined with new sources of data like wearable devices and in-home monitors, providing a complete patient view across the entire continuum of care. Healthcare organizations are using the cloud to leverage the IoT to reduce operational costs with predictive maintenance and real-time monitoring of medical devices and to lower readmission rates with predictive insights that identify patients who need additional clinical intervention.

Healthcare organizations that implement a strategy to leverage the Internet of Things will improve efficiencies by spending less time managing processes and systems and more time delivering high-quality and cost-effective patient care. Check out 10 Trends Impacting Healthcare in 2015

 

Posted in News

#Tech Imperatives for Health Plans to Enhance Customer Experience

Regulations continue to drive changes through the $2.9 trillion dollar healthcare industry, with the goal of transforming the traditional system to improve quality of care and reduce costs. Healthcare customers are #Tech Imperatives for Health Plans to Enhance Customer Experienceseeking price transparency now that they are responsible for a larger portion of the cost of medical services. Health plans must shift their business models to align with an industry that is becoming increasingly competitive and being driven by a more empowered and demanding customer.

Since its inception, the health insurance industry business model has been a B2B operation based on premiums and reimbursements. Today, health insurance organizations are in varying stages of a journey that is transforming them from platforms for purchasing insurance into health management bodies striving to engage their members and provide resources to help them change their health and wellness behaviors. In order to attract new members and retain existing ones, health plan organizations must think like B2C organizations and transform their business models to improve the overall customer experience. They must shift their focus from providing customer service to finding ways to engage their customers.

Health plans must strategically address these technology imperatives, at an enterprise level to enhance the customer experience and succeed in the new world of healthcare:

Digital Strategy - Develop a strong enterprise vision with a road map that utilizes a multichannel enrollment approach (web, mobile, social).

Data Management Strategy – Develop a data management strategy and infrastructure that integrates ALL data, including clinical, and transforms it into actionable, secure and useful insights.

Mobile Strategy – Develop a mobile (mHealth) strategy that embraces mobile applications and leverages them to engage and empower customers.

These technology imperatives must be considered from a strategic perspective in order to meet the true needs of the business.

Transform Unstructured Healthcare Data Into Key Patient Insights

The transformation of the healthcare industry from a fee for service model to a value-based care model will only succeed if healthcare providers are able to generate a complete, 360 degree view of the patient. In a Transform Unstructured Healthcare Data Into Key Patient Insightsrecent blog Stephanie Banks, Senior Marketing Manager at Perficient, talks about how the importance of leveraging technology to uncover value in healthcare data:

Healthcare companies in the digital age are now responsible for vast amounts of data. This data is created and acquired on a daily basis, and the volumes are increasing substantially with each patient visit or interaction.  Some information is stored in pre-determined, structured fields within Electronic Medical Records (EMR), claims or financial systems and is readily accessible with traditional analytics.  Other information, such as doctor’s notes, patient surveys, call center recordings and diagnosis reports is saved in a free-form, textual format and is rarely used for analytics due to the limitations of traditional business intelligence solutions.

Experts suggest that up to 80% of enterprise data exists in an unstructured format, which means a large majority of critical data isn’t being considered or analyzed. Without accounting for this significant percentage of available information, healthcare organizations will find it challenging to make accurate and well-informed decisions that impact patient care and organizational operations.

Read the rest of this post »

Gearing Up for 2015: 10 Trends Impacting Healthcare in 2015

HITS SNAPSHOT – GEARING UP FOR 2015 10 Trends Impacting Healthcare in 2015Technology is a major player in the evolving healthcare environment, and organizations are increasing their health IT budgets to adapt to the “new” industry. Having the right technology in place can enhance patient experience, help meet regulatory requirements and provide key insights that reduce costs and improve outcomes. In our recently released HIT SNAPSHOT we have identified ten trends impacting the healthcare industry that can help determine which technology investments should be made to achieve the greatest return on investment.

Download the guide now

Top 10 Healthcare Industry Trends Blog Posts from 2014

Top 10 Healthcare Industry Trends Blog Posts of 2014As we wrap up 2014, let’s take a look at the top 10 blog posts from our thought leaders. These blogs were published on Perficient’s Healthcare Industry Trends Blog.

If you missed these you may want to take a look.

#1. What the Market Says You Need in Your Patient Portal
by Melody Smith Jones | June 19, 2914

#2. Connected Health Trend Countdown: #1 Health Plans Go B2C
by Melody Smith Jones | February 5, 2014

#3. Changing Delivery and Spending of Medicaid Through DSRIP
by Priyal Patel | May 22, 2014

#4. Healthcare Gamification: Avoiding Chocolate Covered Broccoli
by Melody Smith Jones | February 4, 2014

#5. How Enterprise Mobility Management can Improve Patient Care
by Kate Tuttle | May 7, 2014

#6. Perficient Ranked One of the Largest Healthcare Consulting Firms
by Kate Tuttle | August 25, 2014

#7. Connected Health Trend Countdown in Review
by Melody Smith Jones | February 6, 2014

#8. Apple: The New Digital Hub for Healthcare Data
by Kate Tuttle | September 9, 2014

#9. Healthcare Benchmarking
by Priyal Patel | July 9, 2014

#10. The Problem with Health IT is in the Definition
by Kate Tuttle | October 13, 2014

 

 

Top 10 Healthcare Thought Leadership Assets from 2014

Top 10 Healthcare Thought Leadership Assets of 2014As we wrap up 2014, I wanted to share with you Perficient’s top 10 healthcare thought leadership assets from 2014.  Visit the Thought Leadership section of our website to discover additional complimentary resources and to register for upcoming webinars on trends and topics within healthcare IT.

#1. Gearing Up for 2015 –  10 Trends Impacting Healthcare
Guide: Multiple Contributors

#2. Top 10 Connected Health Trends, What You Need to Know
White Paper: Written by: Melody Smith Jones

#3. Implementing a SOA Strategy to Improve Healthcare Interoperability
Perspective: An Interview with Terie McClintock

#4. Improve Quality of Care and Business Outcomes through Enterprise Information Management
Perspective: An Interview with Juliet Silver

#5. The Connected Healthcare Enterprise
White Paper: Written by: Jaclyn Layton and Melody Smith Jones

#6. How Cloud Computing Delivers Scale, Security, Compliance and Social in Healthcare
Perspective by: Joan Rothman

#7. Healthcare Enterprise Data Model: The Buy vs Build Debate
Webinar: Presented by: David Meintel

#8. Learn How ProHealth Care is Innovating Population Health Management with Clinically Integrated Insights
Webinar: Presented by: Juliet Silver and Christine Bessler

#9. Align Patient Outcomes with Financial Data – A Formula for Correlating Cost and Quality
White Paper: Written by: Lesli Adams and Terie McClintock

#10. The Health Plan Transformation: Improving Customer Experience with CRM Solutions
Perspective: An Interview with Andrew O’Driscoll

For more than 15 years, Perficient has delivered a variety of high-quality and cost-effective solutions and services to help healthcare organizations adapt to the ever-changing healthcare market. Our deep domain expertise, strategic partnerships with the world’s leading technology vendors, dedicated healthcare industry expertise, and a broad portfolio differentiates us from the competition.

At Perficient, building long-lasting relationships with our clients is a priority. In each of the past four years, approximately 85% of our revenue was derived from repeat business. This reflects our commitment to quality consulting and speaks to the long-term partnerships we build with our clients.

A New Patient Adventure…A Hair Pulling Experience

I grew up in a small town in Iowa and lived in and around my hometown for 30 years. It wasn’t unusual for my commute to work to be interrupted by a John Deere tractor driving down the highway. When I hit 30 I traded in my rural roots and headed off to the booming metropolis of St. Louis for a change of scenery. I, like A Day At The Doctor...A Hair Pulling Experiencemany others, struggle to schedule routine and regular doctors appointments so when I moved, finding a new doctor was not a priority. I have been blessed with a relatively healthy life thus far and tend to view healthcare as sick care. (When I’m sick I will go to the doctor.) Needless to say, it took me a while to take the time to find a new doctor after moving to St. Louis. In fact, it didn’t happen until I had found a veterinarian and a groomer for my dogs, a hair stylist I liked and a car repair shop that was reliable and trustworthy. To be honest, I still may not have a doctor if it weren’t for the fact that I needed to get a refill on my prescription.

Who Uses FAX Machines? Doctors Do…
I took some time looking online to find doctor reviews and patient referrals and, of course, listened to word of mouth from my new friends in St. Louis. Once I settled on a doctor I made a call to schedule an appointment and then contacted my previous doctor back in Iowa to have my records FAXED to my new doctor. The fact that fax machines are still being used, not only as the primary technology but the only one, both humored and frightened me at the same time. But I thought whatever works to get my information to the new doctor, works for me. Having my previous medical history in the hands of my new doctor would save me time. I wouldn’t have to fill out the medical history paper work because I took the time prior to my appointment to have my records faxed to them…Right? Wrong, this didn’t save me any time at all.

A NEW Patient Again and Again…
I was advised to arrive 20 minutes early to fill out paperwork and when I arrived I checked in and was handed a blank stack of medical history forms to fill out. I began by filling in the easy stuff, name, social security number, birth date, address but when I got to the medical history part I felt like writing “check the records that were faxed to you.” I stumbled my way through the paperwork and turned it in, thinking to myself, if that were a test I would be happy with a C. I sat back down and waited for the nurse to call my name, and when she did, I followed her back as she proceeded to ask me questions about my medical history. The same questions that I had just struggled to answer on paper. And again, I felt like telling her to “look at the paper work I just wasted 20 minutes of my time filling out.”

At this point I was ready to see the doctor, get my prescription and be on my way. The doctor entered and I had a similar experience with her, a lot of repeated questions and answers, but I survived, got my prescription and set up another appointment for the following year. I was pretty proud of myself for scheduling a routine appointment! As painful as this visit was, I was glad that it is only a process that new patients have to endure, so I wouldn’t have to do it again…Right? Wrong, I received a letter in the mail that my doctor is closing shop, leaving me once again with the rigorous task of finding a new doctor and worse yet, becoming a NEW patient again.

Those Are MY Medical Records, Aren’t They…
As I began my search for a new doctor, I was able to seek additional referrals from friends now that I had lived in the area for a couple of years. I picked up the phone and called to make an appointment and the receptionist asked that I have my medical records faxed to them. After making the appointment I called my previous doctor and asked that my medical records be sent to my new doctor. I was told that they could fax the records from my single visit but that they could not fax my older records and that I would have to contact my doctor back in Iowa to have those faxed. Wait, aren’t those my medical records? I’m giving you permission to fax them, why do I have to contact the doctor in Iowa to fax them? The receptionist reiterated that she would be happy to fax my one record but I would need to fill out a release form in order for her to do that. She asked if I had a fax machine….seriously, why do all these doctors insist on the fax machine? I asked if she could email it, but email wasn’t an option. So I am now waiting for snail mail to deliver a release form that I have to fill out and drop back in snail mail in order for my request to be processed.Upon hanging up with her I called my doctor in Iowa and asked to have my medical records faxed to the new doctor. Again I was told that I would have to fill out a release form and that I could get that at my new doctor’s office. So, I now have to fill out 2 different release forms in order to get MY medical records faxed to my new doctor. And I am sure when I go to my new doctor I will have to fill out the same paperwork that I have jumped through so many hoops to get to them prior to my appointment.

I can’t wait for the day when all my medical records are stored in one place and I won’t have to get permission to have MY records sent to a new doctor. A secure and private location that is easily accessible by ALL of my doctors – both current and future!

 

2015 Healthcare ACO Trends and The Key to Success [Infographic]

Accountable Care Organizations (ACOs) as a model to deliver high-quality, cost-effective care across the continuum and improve population health management (PHM) has significantly increased. In an ACO, healthcare providers take responsibility for the health of a defined population, coordinate care across the continuum, and are held to benchmark levels of quality and cost. In 2015 ACOs will continue to be on the rise! Read the rest of this post »