BluePrint Healthcare IT and Children’s Specialized Hospital in New Jersey recently received Microsoft’s 2015 Health Innovation Award for patient engagement for their Care Navigator, a Microsoft Dynamics CRM-based and mobile-enabled healthcare technology platform that facilitates real-time, team-based care coordination and communication. The Navigator extends collaboration across the entire care team, including internal staff, and physicians, as well as patients and family caregivers.
The awards, announced at the 2015 HIMSS Annual Conference and Exhibition, recognize health organizations and their technology partners for using Microsoft devices and services in innovative ways to enhance the quality of patient care, improve clinician productivity and electronic medical record optimization, and streamline clinical and business processes, according to a statement.
Improving Patient-Caregiver Communication with Dynamics CRM
Vikas Khosla, President and CEO of BluePrint Healthcare IT, says BluePrint selected Dynamics CRM as the backend for its mobile app after looking at how other industries had embraced CRM. The company then added a mobile-connected experience to foster better relationships. With the Care Navigator, the healthcare team can capitalize on Dynamics CRM’s capacity to automate workflows, streamline tasking and make patient and member data actionable, he says.
“The crux of this issue around the patient experience was the ability to scale relationships between providers and patients,” he says. “Fundamentally it is an issue of time. Providers don’t have enough of it, patients want more of it. How do you enhance that relationship in a way that scales given the metrics that are around providers and patient population?’
The benefit for patients and caregivers is that they have a connected experience through BluePrint’s mobile app environment to their healthcare delivery system, which includes not only their providers, but also any care coordinators and support staff as well as their health plans, Khosla says.
“So what our app allows you to do is have strong communication capabilities with the entire care team. And that includes clinical as well as non clinical caregivers,” he says. “So for example a patient’s son or daughter could download the app or the parent of a pediatric patient could download the app and they have access to the information as well. And they have the ability to do one-touch calling with them, they have the ability to do secure IM with them.”
Personalizing Patient Care
The Care Navigator app also allows patients to participate in built-in questionnaires regarding their chronic illnesses. While responses to other online quizzes are “static” and don’t go anywhere, the responses to these questionnaires in the Care Navigator app are received by CRM on the backend and turned into relevant educational content.
“So with CRM on the backend, we can begin to really personalize the care through the app for the patient and caregivers,” Khosla says. “If your answers demonstrate that you have low literacy around your chronic disease, the CRM on the backend is receiving that information so we can deliver content back to you that is relevant. And because Dynamics CRM does such a god job with contact management and preferences, we know if Spanish is your primary language. We understand more about you as a person so we can deliver relevant content to you.”
Patients can also take photos and videos from their phones and upload them to the secure Care Navigator app. Then through Dynamics CRM, the patient’s care team can see that information, reducing the need for in-person visits to the hospital or their doctors’ offices, he says.
Additionally, the app allows patients to do journaling for their chronic diseases such as cancer or after surgery to let their caregivers know how they’re doing on a day-to-day basis. This allows the caregivers to monitor dramatic changes in patients’ health.
“So the ability to journal is really important as well,” Khosla says. “And so all of that care experience — if you will, that surrogate for your care providers — is provided through the app. It goes back to Dynamics CRM in real time, and that’s where the hospital staff, the physician staff and even the health plan can gain access to the information.”
Then the Care Navigator app is able to run workloads based on triggers, activate rules like the education scenario, and even set up appointments – something that is so basic but sometimes so cumbersome for patients.
For example, you indicate that you’re having a certain issue or that the hospital staff sees that you are diabetic and your sugar level is a bit out of control, Khosla says. Then based on those lab results the staff can automatically set an appointment for you for a visit back into the physician’s practice or the hospital, and that comes to you in your care plan as an activity that you can then confirm or decline. If you decline, then the app actually asks why you are declining, again sending that information back to CRM so someone can act upon it.
Better Healthcare Delivery
Children’s Specialized Hospital, a provider of pediatric rehabilitation services and systems, has deployed Care Navigator in its largest primary care practice as part of its medical home model. The hospital’s goal was to improve the communication between the hospital and family caregivers, according to Khosla.
“The Care Navigator app gathers information about you that helps the caregivers understand key demographic issues about you,” he says. “All of that we can dashboard, we can trend, we can report on so that the hospital or the health plan now starts to understand this information at a patient level but also aggregating it at a population level, (i.e., thousands or even millions of patients) through CRM dashboards.”
The caregivers and the health plans are able to interact with patients electronically, gather information and start to measure how they can improve the healthcare delivery capabilities of their systems, Khosla says.
“The Care Navigator program allows me to easily coordinate and manage family-centered needs for our patient families,” said Gina DiGiacomo, Patient Care Coordinator at Children’s Specialized Hospital, in a statement. “It also allows families to communicate quickly with his/her care coordinator if they have any questions or concerns.”
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