Digital Solutions Group Digital Solutions Master … Solutions Playbook... · Digital Solutions...

Digital Solutions Group

Digital SolutionsMaster Playbook

Version: 1.0 Last update: 01 September 2016

Contact –Dr.Sandesh R. [email protected]

Dell - Internal Use - Confidential

mailto:[email protected]

2 Dell - Internal Use - Confidential

Index

1. Healthcare and Life Sciences

2. BFSI

3. Commercial

Healthcare & Life Sciences(HCLS)


Patient Journey Mapping

Pain Points / OpportunitiesThe goal of improving patient satisfaction can be impacted through the use of enabling technologies. Therefore, mapping the overall Patient Experience by identifying challenges in clinical workflow, the patient’s journey and taking a strategic approach to remediation will provide our business partners the foundations needed to write solid policies, procedures and enable further digital patient transformation initiatives.

Solution Features• Document Reviews• Stakeholder Interviews• Observation & Analysis• Management Reviews & Validation• Digital Maturity Assessment Survey

Journey Mapping Key Data Inputs • Know your user• Trigger Points / Expectations• Current Services / Touch Points• Feedback / Reflection• Opportunities

Patient journey mapping for various scenarios to develop digital touch point view of future state

Solution Benefits• Identify pain points that drive post acute care

costs and readmissions• Identify opportunities to enhance overall

patient experience and communication• Identify opportunities for quality improvement


Connected Health – IoT SolutionDigital IOT solution to track individual wellness

Pain Points / Opportunities

The reliance of healthcare on IoT is increasing by the day to improve access to care, increase the quality of care and most importantly reduce the cost of care. A digital accelerator for personalized healthcare leading to better outcome

Solution Features• Sensor driven patient vitals capture• Remote monitoring & diagnosis• Wellness coach• Exercise goals & tracking• Medication remainder• Prescription refill• Precaution Alerts

Technology• Cross Platform Support

• Complete IoT Deployment –Sensors/Devices, Edge Processing, IoT Platform, Analytics, Integration and Security

• Hardware and Software Agnostic

• Mobile and Tablet Access

Digital Trends addressed• IoT for healthcare

• mHealth using digital channels

• Wearables & mobile for data capture & Actionable Insights

• Predictive analytics

Solution Benefits• End To End IoT solution

• Bed side patient care as well as remote monitoring

• Integration with enterprise systems/platforms including: EHR/EMR systems, Health insurance exchange (HIE), Population Health and Care Plan Management


Population Health

Pain Points / OpportunitiesWith ACO and other new healthcare regulations, it is necessary for both Payers and Providers to be accountable for the population they serve. Hence the need for proactive care coordination, superior care to minimize readmissions, prevention of gaps in care and understanding clinical/socio economic risks become important.

Solution Features• Predictive analytics to identify risk risk

population• Identify correlations and proactively

manage population health around specific disease conditions

Technology• This is a Tableau based dashboard• Uses CERNER EMR data along with clinical

condition information• Uses my SQL as a database• Uses advanced analytics techniques to come

up risk scores and calculate gaps in care metrics

Population health solution to identify at risk patient population, predict complications, and cost implications

Digital Trends addressed• Helps capture the health of the population across

various disease risk groups, and demographics• Helps the Care coordinators to have a better

outreach program with targeted messaging• Helps in identifying potential improvement areas

in extending care

Solution Benefits

• Helps meet stated objectives of an ACO and also helps in reaching out to target audience in a meaningful and personalized manner.

• Awareness of population health conditions, any specific gaps in the care coordination and assess provider performance


Patient Experience Platform


In todays digitally connected world. The quality of care is increasingly important as patients begin to exercise their right to choose how and with whom they engage for their healthcare. They demand transparency of data and processes.

Solution Features• Self- Management• Dynamic Scheduling• HIE across diverse care settings• Provider Master• Tracking health & lifestyle data• Social Collaboration• Online payments

Technology• Cloud based platform

• Integrated patient communication services

• Social & Marketing Intelligence integration

• HIPAA & MU Compliance

Patient experience manager provides a single window to interact with the providers and manage their healthcare

Digital Trends addressed• Routine health monitoring & maintenance

• Medical Records access online

• Social media collaboration

• Personalized Campaigns: patient & campaign insights to plan cross-channel marketing campaigns on web

Solution Benefits• Increased patient satisfaction

and experience

• Foster better patient-physician relationships

• Reduce Costs

• Accessibility & Security


Member 360 / Patient 360

Pain Points / OpportunitiesWith ACO and other new healthcare regulations, it is necessary for both Payers and Providers to be accountable for the population they serve. Hence the need for proactive care coordination, superior care to minimize readmissions, prevention of gaps in care and understanding clinical/socio economic risks become important.

Solution Features• Similar to Tech features and digital

trends pointers

Technology• Cloud hosted on demand solution• Accessed CERNER databases extract

population level data• Uses advanced analytics techniques to come

up with risk scores and calculate gaps in care metrics

• Uses Tableau for data visualization• Front end is .net application

The solution provides single view of patient / member leveraging traditional and non traditional data sources

Digital Trends addressed• Helps capture the health of the population across

various disease risk groups, and demographics• Helps the Care coordinators to have a better

outreach program with targeted messaging• Helps in identifying potential improvement areas

in extending care

Solution Benefits

• Helps to get a holistic view of patients and member

• Awareness of consumer needs and requirements for better connect and care management.


HCAHPS Solution


Social media is a rich source of patient feedback for hospitals. Social media empowers patients to reach out to hospital authorities in real time. Through this solution, hospitals can leverage patient feedback from social media to track the hospital's healthcare service levels and its impact on its HCAHPS Score.

Solution Features• Single page heat map view• Trends & comparison analysis• Alerts system to notify negative scores• Deep dive into review text & URL• Ability to export data• Ability to integrate data from other

sources

Technology• Rest API based application design

• Responsive UI which supports all devices

• Social media platform integration

• Cloud-ready, disconnected architecture

Social HCAHPS lets providers capture feedback from patients in social and web networks

Digital Trends addressed• Rest API based application design

• Responsive UI which supports all devices

• Social media platform integration

• Cloud-ready, disconnected architecture

Solution Benefits• Proactive initiative to track and monitor service

delivery at hospitals and facilities

• Scalable to other industries including retail, education, banking etc.

• Highly flexible to integrate other data sources


Campaign Management

Pain Points / OpportunitiesWhile healthcare organizations have long been focused on simply prescribing and providing care, the focus of healthcare has shifted to the patient’s personal experience. As a result, healthcare marketing experts are now making the patient experience a priority and striving to create communications that make the entire experience better.

Solution Features• A single marketing view of customers• Cross-channel seamless customer

experiences• Marketing automation and triggered messaging

capabilities• Robust execution engine• Segmentation & Targeting• RTIM, Reporting and analytics capabilities

Technology• Sitecore: Cloud-based platform• Contact data optimization • Multi-tenant architecture • Sitecore automation software offers

several third party integrations• Compliance with HIPAA and MU

mandates

Marketing campaign solution to drive awareness & patient experience

Digital Trends addressed• Marketing automation• Lead nurturing and management• Personalized campaigns• SaaS evolution to MaaS• Brand awareness and demand generation

Solution Benefits• Optimize Campaigns: Attracts new patient but also retain

existing patients by improving their experience in pre-care, point of care and post care.

• Multi-channel contextual campaign support • Easy, Flexible and scalable solution • Hardware independent platform based on market standards • Supports clusters definition and micro-marketing

communication

Facebook MobileEmail landing page & Form Email template

Twitter Card –Lead Generation


Patient Engagement with CRM Solution

Pain Points / OpportunitiesWith more dollars coming out of the consumer pocket, less loyalty and more value on convenience, brings greater fragmentation within health systems. The need to achieve economies of scale, revenue and better coordination across a patient’s care is optimal. Patients and providers alike need more choices for healthcare services = Value-based care

Solution Features• Demographics and preferences• Managed communications (e.g., alerts,

reminders • Improved interactions with care team• Questionnaires and surveys• Personalized recommendations• Satisfaction and loyalty measures

Technology• Cloud based platform

• Integrated patient communication services

• Social & Marketing Intelligence integration

• HIPAA & MU Compliance

Post discharge patient engagement with integrated CRM

Digital Trends addressed• Patient Marketing

• Physician Referrals & Management

• Contact Management

• Care Support

• Clinical Trials

• High-Value patient services

Solution Benefits• Reduce readmissions by engaging patients

after discharge• Readmission prevention performance is

collected and easily reportable in dashboards.• B2B opportunities for marketing health system

offerings to other health providers, managing vendor / supplier relationships, etc.


Geofencing & Service Recovery

Pain Points / OpportunitiesQuick notification of a service failure to administrators ensures that the issue is fixed in no time and that customers feel valued as their social media message had been treated with utmost importance. When customer finds out that service recovery has been carried out quickly, then he is motivated to post positively on social media about the brand.

Solution Features• Ability to accurately geo-fence a

facility/area using polygon outlines• Can geo-fence accurately over 5

kilometer radius• Ability to capture tweets, Instagram posts

and other social posts• Can filter for keywords to focus the

monitoring

Technology

• Mobile App & Responsive Emails

• SalesForce Integration

• Live Streamer

• Data Export in CSV or PDF format

• Social & Marketing Intelligence

Real-time location-based social media intelligence for service recovery

Digital Trends addressed• Predict the Unknown: Stay ahead of topics, trends and

situations with proactive insights and alerts • Visualize Content: See real-time geosocial content in

seconds• Discover Data: Discover trends and patterns to inform

better decision-making and respond effectively and efficiently based on real-time location-based insights.

Solution Benefits• Helps live events monitoring for security threats• Very handy during disaster events to locate

people and send help/supplies• Helps understand and locate markets from

social media posts• Act real-time based on customer insights

through location based monitoring• Helps marketing and advertising in targeting


eVisit – Telehealth Solution

Pain Points / Opportunities• Huge operational costs

associated with facilities and logistics

• Eliminate paper based forms• Eliminate need for a physical visit• Patient in control for scheduling

and/or rescheduling the visit

Solution Features• SharePoint online that fully

integrates eVisit documentation with editing, storage, distribution functionality and version control.

• Dedicated eVisit Workspace• Integrated Audio/Video Capability• Quick Document Viewer• Template based document

management • Pre-defined document templates

(Prescriptions, Referrals, etc.)• Reminder Alerts for scheduled

appointments

Technology• Microsoft SharePoint

Online (Cloud – Office 365)• Microsoft Skype for

Business

Cloud based tele consult platform for virtual consultations and monitoring

Digital Trends addressed• Digital Workspace: Document

Management, eForms, Automated Workflow Process

• Mobile: Responsive Web User Interface

• Cloud

Solution Benefits• Real-time Video/Audio

collaboration

• Enable Remote collaboration, reducing the need for physical presence

• Enhance patient engagement

• Improve patient satisfaction and experience


HealthGen – Consumerism Solution

Pain Points / OpportunitiesClear and consistent communication with members, providers, employer groups and brokers is now a critical differentiator for health plans that wish to be considered market leaders. This solution provides the ability to address the public and private marketplace process and system inefficiencies.

Solution Features• Complete browser independence• Mobile phone/tablet support• Identity management• Multilingual support• Handicap features such as voice

activation• Policy Card on Mobile wallet

Technology•Application Portability•Service Oriented Architecture (SOA)•Cloud or On-Premise hosting•HIPPA/EDI X12 Formats •Connectivity to FFE APIs•HTML5•.NET Framework

HealthGen is an HIX focused mobility solution to enable digital engagement, digital commerce and digital operations challenges of HIXs

Digital Trends addressed• Health plan commerce experience • Mobile• Cloud

Solution Benefits• Provide health plan product information:

Provider networks and benefits; Prices / cost sharing

• Assist in the purchase, regardless of Exchange type: Present products; Support selection

• Capture necessary: Member / household demographics; Billing & payment information

Website

Mobile App


HealthGen – Consumerism Solution (continued)

Pain Points / OpportunitiesClear and consistent communication with members, providers, employer groups and brokers is now a critical differentiator for health plans that wish to be considered market leaders. This solution provides the ability to address the public and private marketplace process and system inefficiencies.

Solution Features• Shopping cart experience• Enrollment mechanism• Mobile access• Health management

Technology•Application Portability•Service Oriented Architecture (SOA)•Cloud or On-Premise hosting•HIPPA/EDI X12 Formats •Connectivity to FFE APIs•HTML5•.NET Framework

HealthGen digital commerce portal to help health plan purchases in a seamless way

Digital Trends addressed• Health plan commerce experience • Mobile• Cloud

Solution Benefits• E-Commerce – Address wide market space

with shopping cart experience for health plans• Experience – Ability to customize, check out,

and manage health plans providing extensive account management experience

• Efficiency – Ability to bulk import employee data, exchange plans, etc. to increase efficiency within the process. Additionally, offering self-service management capabilities for members/account holders

Inside the Marketplace


Hospital app


• Multi channel patient engagement

• Patient loyalty improvement

• Digital experience

Solution screen shots

Solution Features• Find ER care, doctor, specialist

• Location with maps, ER wait time

• Access to patient portals

• Appointments, drug refill

• Secure collaboration with caregiver

• Hospital services information

Technology• Cross platform mobile app

• Supports iOS & Android platforms

• Customizable Layouts, colors, logos and fonts

• Industry-standard web services layers

Hospital branded mobile app for patient engagement

Digital Trends addressed• Digital as an enabler for providers to

engage with patients

• API integration with hospital enterprise sys

• In hospital geolocation and navigation

Solution Benefits• Improve patient satisfaction

and experience

• Enhance patient engagement

• Drive new patient registration

• Engage with patients 24/7/365

• Provide easy navigation options inside hospital


In-Patient Engagement


• In patient engagement to improve patient satisfaction as reflected in surveys like HCAHPS

• Provide digital content and information for better health education

Solution screen shots

Solution Features• Patient day schedule• Access to care team• Medication & exercise information• Collaboration with care givers• Educational videos• Ongoing patient surveys (vs. post

facto), health news

Technology• Windows 8 Tablet application

• HTML5, Phonegap, jQuery, jQuery Knob, jQuery UI, Knockout JS

• Metro UI theme for Windows

• Radial dial controls for app features

Enhance patient care for hospitalized patients – focused around HCAHPS outcomes

Digital Trends addressed• Mobile as a channel to improve patient

care in hospitals

• Digital survey to capture patient / caregiver feedback as part of care

• Digital health education

Solution Benefits• Increased adherence to care

• Patient education through videos, articles directly relevant to patient illness

• Better care management

• Improved hospital HCAHPS scores and brand image


DICOM Viewer

Pain points / Opportunity

• Remote radiology reporting

Solution Features• View patient DICOM images• Study & Analyze images• Annotate, measure, flip, zoom image• Record findings, digital signature• Save & push report to PACS server• Doctor can view finished reports• Recommend medical intervention

Technology• Windows 8 native tablet application

• Integration provision with any standard PACS / RIS system using HL7

• Windowing tool to adjust level contrast

Mobile solution for Radiologists to access the studies/exams in various modalities (CT/X-ray/MRI, etc.) remotely

Digital Trends addressed• Mobility & timely intervention for

radiologists through digital channel

• PACS / RIS extension to non-legacy interfaces

• Remote annotation and reports using mobile

Solution Benefits• Remote access of DICOM to radiologists

• Flexibility for radiologists on the move

• Improved emergency care

• Universal architecture to integrate with any standard PACS / RIS


Mobile Service Desk


• Enterprise users ( Physicians, Nurses, associates etc.) do not have time to call the service desk to report an IT issue

• Users find it cumbersome to wait in a call center queue to be answered

Solution Features• Service desk dashboard• Report an IT issue• Track status of issues• Click2call helpdesk• Scan asset tag• Outages & service desk messages• Self service password reset

Technology• Prototype mockup with features

• Flinto prototyping for iPhone

• Flexible branding & color scheme

Mobile service desk to report & track IT issues for hospital staff

Digital Trends addressed• Service desk on Mobile

• Analytics of incoming tickets & resolution

• Service KPIs Dashboard on mobile

• New alternatives to legacy service desk

Solution Benefits• Flexibility to report issue on the go

• Real time notification on desk outage

• KPI dashboard

• Customizable solution across industry

Mockup screens - https://www.flinto.com/p/c5b73a6a


Breast Cancer Health Education app


Cancer can be prevented with right set of education & preventive care with self diagnosis. Mobile could be used as a channel to propagate breast cancer related information to potential patients & also engage with patients diagnosed with cancer

Solution Features• Educational videos & content• Self diagnosis videos, checklist• Access to cancer specialists• Diagnostic tests for potential cases• Post operative care• Info on reconstructive surgery• Shop for post surgical wardrobe

Technology• Prototype mockup with features

• Flinto prototyping for iPhone

• Flexible branding & color scheme

Mobile prototype with educational content, diagnosis, self care & post treatment features

Digital Trends addressed• Digital educational delivery using CMS

• Management of chronic illness using mobile

• Social media integration to share care content, surgical wardrobe & badges

Solution Benefits• Concept can be extended to manage any

chronic illness

• Solution can be customized for individual care provider

• Engaging gamification concepts

Mockup screens - https://www.flinto.com/p/92590eb6


HIX on Mobile

Pain points / Opportunity• In adherence to ACA, Payers need

to provide online Insurance exchanges for consumers to compare Insurance plans and enroll

• Dell has built a HIX platform as an “Off the shelf” solution, supporting both individual and group plans

Solution Features• Browse plans, check plan details,

compare plans• Shop for relevant plan• State subsidy & APTC calculation• Select PCP & enroll for a plan• Insurance payment & renewal• Health ID card on mobile

Technology• iOS & Android – Phone & Tablet

• Phonegap cross platform HTML5

• Intuitive UI

• Health ID card scan

Mobile solution for Payers to enroll members through HIX as per ACA

Digital Trends addressed• Digital channel for HIX

• Mobile solution as per ACA

• Enrollment through state / federal HIX using mobile

• Digital ID card

Solution Benefits• Ready solution for Payers wanting to

setup their own HIX

• Member enrollment as per ACA

• Improved member onboarding


Light House – Medical Rep app


A solution to help medical representatives in Pharma industry automate their day to day tasks & better engage with physicians in propagating medical drugs

Solution Features• Planning for the day• Market survey• Custom pitch to physician• E-detailing with videos, dosage etc• Capture doctor feedback• Drug order & inventory management• Track individual sales

Technology

• Windows 8 tablet prototype

• Native C# .Net

• Native charting / graph components

Mobile solution for medical representatives to e-detail drug information to physicians

Digital Trends addressed

• E-Detailing for Life sciences clients

• Analytics of area specific drug movement

• Content management on mobile

Solution Benefits• Efficient handling of visits

• Engaging & custom pitch to physicians

• Better buy-in for drugs

• Split view on tablet for easier detailing


Wearables for Wellness

Pain Points / Opportunity

In the current scenario of digital healthcare ,there are increasing demand to Proactive Health Monitoring leveraging new wearable technology to identify health risks and to improve health in order to reduce mortality rates

Solution Features• Fit bit & Jawbones cloud data

source integration • Series of data upload from device

in Wi-Fi mode• RESTFUL API with OAuth 1.0 for

user data modification• Wearables data on mobile

Technology• Apple iOS 7 iPad app

• SQLite, REST/JSON web services,

• HTTS protocol on SSL layer

• Cloud API integration

Wearables integration with mobile for wellness

Digital Trends Addressed• Wearables for tracking wellness

• Wearables integration through Cloud API to mobile

Solution Benefits• Wellness goal achievement prediction

• Risk Stratification

• Monitor a wellness product

• Health linked insurance premium


Boomi Accelerators


A healthcare organization needs to exchangedifferent types of data i.e. Clinical, Operational,Financial etc. between it’s partners; or forReporting and Analytics. Boomi’s support forvarious data formats(X12, HL7, XML etc.) andcommunication protocols (MLLP, web servicesetc.) simplifies the development of suchintegration solutions.

Solution Features

• Perform data extraction, transformation, de-identification, transaction management and reporting.

• Data transformation between various standards like EDI-X12, HL7, NCPDP, as well as the non standard custom formats

Technology

• Edge Server

• Cloud based platform

• iPaaS platform

Integration plug-ins for Boomi - HIPAA compliant layer for easy EMR integration

Digital Trends addressed• .

Solution Benefits• Provides a process oriented integration

approach, suitable for IT Service provider’s business process integrations.

• Time and cost savings for new ITSM application integration into existing system.

• Quick time to value through a rapid/simplified integration toolset

• Data is encrypted for security.

Clinical Data

Operations Data

Boomi iPaaS

Population Health

Regulatory Reporting and CQM

Clinical Analytics

Financial and Operational

Analytics

Financial Data

Provider Analytics

HealthUnity Coropration

Digital Solutions Group Digital Solutions Master … Solutions Playbook... · Digital Solutions...

Documents

Transcript of Digital Solutions Group Digital Solutions Master … Solutions Playbook... · Digital Solutions...