in Healthcare World Wide Technology Jai Valluri Cisco

Transcription

1 Unified Communications in Healthcare WWT Educational Webcast Juanita Logan World Wide Technology John Orton Cisco Jai Valluri Cisco

2 Questions are Encouraged You can ask questions during the presentation ti by using the link provided d in the Webcast Viewer.

3 Your Success Drives Ours Relentless Focus on People, Process & Partnerships Strong Partner Relationships Over 1,000 Talented Employees Proven Processes Revenues In Excess of $2 Billion Strong Credit Line - $350MM + Key Contract Vehicles: VHA, HPG ITES-2H, GSA, SEWP

4 Strong Cisco Relationship WWT is one of Cisco s Top 5 Partners. U.S. and Canada Theatre Partner of the Year Enterprise Partner of the Year Federal DVAR of the Year Only Gold Partner as Authorized Learning Center Over 100 Cisco-certified engineers and more than 500 certifications in advanced Cisco technologies Masters Certification in Unified Communication and Security WWT was also recognized as a Customer Satisfaction Excellence Partner, the highest distinction a partner can achieve within the Cisco Channel Partner Program.

5 Our Focus Unified Communications Integrated voice, video and data networks can lower costs and provide employees with productivity benefits. Security Mobility Data Center Adaptive threat response that stops network threats before they stop your business. Maintain your competitive advantage through the freedom and flexibility of wireless networks. Intelligent storage architectures can help reduce expenses; increase agility for changing priorities; and improve remote file management and backup.

6 Driving Business Value Through Unified Communications John Orton Unified Communications Specialist Jai Valluri Business Transformation Manager Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6

7 Agenda UC Challenges Facing the Healthcare Industry Transforming Healthcare with Unified Communications How Cisco is helping identify and enable solutions Thinking Outside the Box 2006 Cisco Systems, Inc. All rights reserved. 7

8 Why Unified Communications? Joint Commission 2006 cites: Ineffective Communications as primary root cause of sentinel events Wrong Site Surgeries Incorrect Medications / Mixed Meds Delays in Treatment One of the last Quantum Leaps left 2006 Cisco Systems, Inc. All rights reserved. 8

9 Communication Timeline 70 s Telephone Snail Mail Telegram 2 Way Radio While you were out 80 s Brick Phone Number Page CB Radio Telex Post It Note BBS 90 s Cell Phone PDA Text Page Internet (publish only) 20/day Chat rooms VoFR/ATM 2000 s VoIP Web/iPhone Blackberry GPS Web 2.0 (Interactive) Chat rooms Online Games Social Network WebEx Collab VoD Texting 2010 s Interconnected devices: Car, House, Cell, Presence, Proximity Interconnected Apps Intelligent Customizable Experience Voice Recog. Apps Web 3.0 Service Interaction Next day/s Same day 4 Hours Immediate Very Little Very Little Rising HEAVY Predictive Constant 2006 Cisco Systems, Inc. All rights reserved. 9

10 UC capabilities can be leveraged to drive business transformation Functional areas: Research Operations Delivery Service Sample Top of Mind Issues: Advancing medicine i and clinical research Enhancing operational efficiencies & effectiveness Optimizing care delivery processes Enhancing patient t management & experience Examples of how UC can enable objectives: Video, rich media collaboration drives innovation and faster development of therapies 2006 Cisco Systems, Inc. All rights reserved. Streamlining nurse call alerts improves the patient experience and nurse productivity Integration and automation of bed management improves patient flow Video collaboration among physicians and with specialists improves quality of care Improving crisis management by reducing response time Automation of critical lab results reporting Tailoring communication to specific patient needs E.g. Language interpretation services Automating common transactions E.g. Prescription refill notifications, medication reminders 10

11 Any Context Relevant Application Data to any Clinician or Patient on any Device Type at Anytime END USERS Physicians Nurses Technicians Patients / Family First Responders ENDPOINTS Cisco IP Phone Wireless IP Phones IP Video Phone Cell Phones / PDAs Tablet PCs INFRASTRUCTURE/ CALL CONTROL Routing Switching Wireless Call Manager QoS Security Management APPLICATIONS Imaging Systems EMR/EHR Bio-Medical Nurse Call Lab Systems Pharmacy Rx Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11

12 Unified Communications Architecture End-User Clients Collaborative Applications Cisco Apps Partner Apps Customer Apps API Call Control Voice File Mgmt Video Directory & Identity Data Sharing Presence & Location Routing & Queuing IM & Chat Custom Data Policy Mgmt Global Delivery Network Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12

13 Three-part Framework For Assessing Business Value from Unified Communications UC three key components Staff Productivity & Business Transformation align with business objectives and drive tangible business value Business Transformation Better patient care, safety and satisfaction Bus siness Value Convergence IT TCO pays for itself Clinical & Hospital Staff Productivity Collaboration and communication among caregivers, staff and patients IT organizations need TCO driven analysis to self fund the UC deployment in the enterprise Innovation Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13

14 Large Northeast Hospital example: Nurse call response UC improves patient experience by streamlining communication 3 Nurse receives notification 1 Patient needs assistance presses button on bedside 2 Alert forwarded to nurse s Wireless IP phone 4 Text & audio 1-touch call back to patient Patient request satisfied through direct communication with nurse Business Value ~20% reduction in response time to patient requests Reduced overhead paging by up to 85% Improved productivity of nursing staff Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

15 UK Hospital: Hospital asset tracking UC improves workflow efficiency by simplifying tracking of assets 3 Available Porters found; Nearest Porter paged 1 2 Patient surgery Speech command completed; (or search on phone) Porter required to to find nearest transport patient Porter Wireless or Wired IP phone 4 Porter receives page on WiFi phone to transport patient Business Value Improved hospital resource utilization Enhanced staff productivity Improved patient experience Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15

16 Northern California Hospital example: Collaborative care UC improves patient satisfaction and quality of care by enabling on- demand d Language Interpretation t ti Services 1 Patient arrives and needs a translator 2 Nurse places call to translator 4 3 Call routed to appropriate interpreter, based on language and healthcare skills Interpreter provides language interpretation services in real-time Patient treated with minimal waiting Business Value Improved in-person interpreter productivity over 200% Saved $420K annually at a single hospital Reduced patient waiting time by 50% and enhanced overall satisfaction to 2.9* * Scale: 3.0=completely satisfied Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16

17 Human Latency Delays induced by human behavior Can t do 10 things at once Need eyes in the back of my head Can t be in 6 different places 2006 Cisco Systems, Inc. All rights reserved. 17

18 Disruptive Innovation Unifying Communications = Reduced clinical errors + enhanced care quality + faster patient turnaround time In order to do so you need to integrate UC with existing infrastructure/information Hardly any healthcare facilities I have visited, have someone in charge of disrupting things 2006 Cisco Systems, Inc. All rights reserved. 18

19 Radiology Example Recent Hospital Study ER to Radiology 90 min average round trip Patients lined up 10 deep outside Radiology ER 1 st floor Radiology 2 nd floor Issue: Orderly needs to wait for empty elevator Fix: Wireless phone with elevator call button & location service elevator knows which floor to go to.. Elevator tells orderly which elevator has been emptied 2006 Cisco Systems, Inc. All rights reserved. 19

20 Patient Services Delivered Bedside IP Phone Building Control (Light, Temperature, Blinds..) Nurse Call Menu of the day Team Assembly User Survey Patient Self Service Radio Collaborations / Present Patient Monitoring Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20

21 Industry Partnerships Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21

22 Finding Experts When You Need Them 2006 Cisco Systems, Inc. All rights reserved. 22

23 Drill Down For More Options 2006 Cisco Systems, Inc. All rights reserved. 23

24 Contact Options Phone Video Chat Text Msg WebEx Session Map 2006 Cisco Systems, Inc. All rights reserved. 24

25 Expert Locator Kim Hansen Status: t Preferred: Robert Frank Debbie Pattison Status: Status: Preferred: Mike Contreras Preferred: Status: Preferred: 2006 Cisco Systems, Inc. All rights reserved. 25

26 Meeting the Demand to Stay Connected Innovation Has Created Complexity 5 Voic s Patient visits All from nurses, Day patients, radiology, labs! checking lab results? u there? 20 s! 15 Attachments!! Information Overload Too many devices Anywhere/anytime Technology Limits Disparate solutions Disparate access 2006 Cisco Systems, Inc. All rights reserved. 26

27 EXTENSION Overview 2006 Cisco Systems, Inc. All rights reserved. 27

28 EXTENSION Overview 2006 Cisco Systems, Inc. All rights reserved. 28

29 EXTENSION Meeting the Challenges Improved Workflow & Smart Alerts Improved bed turnaround times and discharge prediction accuracy results in higher: Patient Satisfaction Patients not waiting as long or at all in ER or Inpatient Patients not being sent to other facilities Reduced Boarding Managing Diverts 2006 Cisco Systems, Inc. All rights reserved. 29

30 EXTENSION Example Benefits Reduced clinical errors Wider access to data using any device of the provider's choosing Automation of events & notifications Workflow improvement /automation results in decreased costs, increased revenue Automated responses increases staff time to focus on patients 2006 Cisco Systems, Inc. All rights reserved. 30

31 Integrate UC and Collaboration into Clinical Application Interface to Enhance Workflows Collaboration Instant Messaging Rich Presence Study Context List Integrated Voice Mail Auto Login Mobility Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31

32 Imaging g Collaboration Workflow Example Radiologist selects study Desires collaboration Selects physician & collaborates Shares image and application control John Chambers, Dr. Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32

33 HealthPresence Endpoints Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33

34 Optimize patient and physician experience Realtime input of patient information via remote medical devices into the electronic health record (EHR) Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34

35 Final Thoughts: We don t know what we don t know Processor speed doubling 18mths STILL What will we do with twice the power (end of next year) There is so much information today imagine if it more than doubled Human latency is causing delays Look for opportunities to blend technology & processes think way outside the box Put experts and people who use the processes in a room no agenda lock the door see what happens 2006 Cisco Systems, Inc. All rights reserved. 35

36 Presentation_ID 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36

37 Questions are Encouraged You can ask questions during the presentation ti by using the link provided d in the Webcast Viewer.

38 Unified Communications in Healthcare Thank you.