Creating the Next Generation of Digital Engagement · Creating the Next Generation of Digital Engagement Session #198, February 14, 2019 Hank Capps, MD, SVP, Novant Health and COO,

1

Creating the Next Generation of Digital Engagement

Session #198, February 14, 2019

Hank Capps, MD, SVP, Novant Health and COO, Novant Health Physician Network

Stephanie Landry, Director, Communication & Engagement, Novant Health Physician Network

2

Hank Capps, MD, SVP, Novant Health and COO, Novant Health Physician Network has no real or apparent conflicts of interest to report.

Stephanie Landry, Director, Communication & Engagement, Novant Health Physician Network has no real or apparent conflicts of interest to report.

Conflict of Interest

3

• Outline overarching approach to consumer engagement and consumer experience initiatives

• Review components of a human experience innovation council to operationalize patient engagement

• Discuss digital approach to engagement through a customized patient portal experience

• Outline how to keep patient feedback at the center of engagement work

• Review key learnings to build upon for success

• Summarize what’s next in the engagement journey

Agenda

4

• Explain the benefits of implementing patient engagement and patient experience initiatives

• Describe the components to maximizing patient engagement through an online patient portal

• Describe how to operationalize a human experience innovation council

• Describe how to operationalize an electronic patient family advisory council

• Design an overarching framework for developing a successful patient engagement program that can be customized for the attendee’s organization

Learning Objectives

5

Novant Health Medical Group by the Numbers

922,000+

578

6

7

Care Delivery of the Future

Relationship continuityRelationship continuity

8

Focusing on Personalization and Connection

9

Elevating Customer Experience and Engagement

10

Delivering a Remarkable Patient Experience

11

Service Standards

12

Human Experience Innovation Council (HEIC)

2017 – 2018

• Team Member Rewards & Recognition

• HR Processes – Hiring for a Cultural Fit

• Standard Mode of Dress – NHMG

• Telephone Etiquette: Always Event

• Services Standards: Always Event

• Arrival and Registration: Always Event

2018

• Leader Rounding

• Cultural Alignment

• Operational Phone Assessment

• Appreciation

2018 – 2019

• Patient Forms

• Waiting Room Experience

• New Clinic Culture Camp

• Global Design of Follow-Up

Future

• Continue to move to an “Always On” approach

13

Always Events

14

Measuring Success

Description2016

%

Positive

2017

%

Positive

2018

%

Positive

90%

Percentil

e Target

Standard care provider

domain85.6% 86.4% 87.1% 86.5%

Staff worked together 83.8% 84.5% 85.4% 85.1%

Likelihood to recommend 85.6% 86.4% 87.0% 87.2%

15

Intentional Strategy of Implementing New Technology

16

GeoCheck-InGeo

Check-In

ePFAC

17

922,393

18

Community of patients

engaging with their health

information digitally

19

Pre- and Post-Login Experiences

20

Pre-Login Experience

21

Creating a digital front door

22

Scheduled Appointments

23

Post-Login Experience

• Schedule appointments

• Send messages to provider

• eCheck-In

• Fast Pass

• Geolocation Check-In

• Complete an e-visit

• Download entire medical record

• Use of Interpreter Services via Inbasket Messaging with 48hr turnaround time

• Share medical record with any

provider, anywhere

24

E-visits

25

Video visits & on-demand video visits

26

Personalized health reminders

• Birthday letters for preventative health and screening tests

• Disease-specific, real-time reminders

• Care coordination as next level of intervention for high-risk patients

27

• Designing a mobile strategy with the patient at the center

• Focusing on a patient-first approach vs. technology-first approach

• Engaging patients and caregivers with health information and content throughout the care journey

• Integrating connectivity to frequently used health resources

• Creating a seamless experience to access health information regardless of device or platform

Patients demand access to health information and resources at their fingertips through mobile

28

29

Electronic Patient Family Advisory Council ePFAC Registration Data

0

500

1000

1500

2000

2500

3000

3500

4000

4500

4,188 e-advisors

30

Survey Topics

Ambulatory waiting room preferences

Patient education – eBooks and whiteboards

Patient Bill of Rights

Automated telephone menu

Defining value in value-based care

Preferences when scheduling an appointment

Living well with diabetes

Falls prevention in acute facilities

Human Experience Innovation Council project ideas

Preferences when changing an appointment

Referral scheduling preferences

Retail clinics

Consumer loyalty programs

31

Take Aways:

32

Take Aways:

33

Take Aways:

34

181

35

Number of patients over

the age of 100 engaging

with their health

information digitally

36

• Engrain patient engagement as part of operational DNA

• Create personalized, consumer experiences, not just patient experiences

• Deliver on comparably remarkable experiences in acute, ambulatory and virtual venues of care

• Encourage patients to log in and connect with care providers

• Aggressively turn on new functionality for patients and providers

• Ask patients for input regarding operational decisions along the way

• Involve clinical teams in shaping the strategy

• Continue to evolve as patient needs and preferences evolve

Key Learnings for Patient Engagement Success

37

Our aspiration is to provide care…

…in a way that is hyper-

personalized to each

individual

…in a way that is hyper-

personalized to each

individual

…where consumers

want it

…where consumers

want it

…when consumers

need it

…when consumers

need it

38

Hank Capps, MD, SVP, Novant Health and COO,

Novant Health Physician Network

Email: [email protected]

LinkedIn: www.linkedin.com/in/rhenrycappsjrmd

Stephanie Landry, Director, Communication & Engagement,

Novant Health Physician Network

Email: [email protected]

LinkedIn: www.linkedin.com/in/stephaniefriedrichlandry

Twitter: @SFLandry7

Questions