Engaging and Communica-ng with Pa-ents and Providers. Constituent Experience

Transcription

1 Engaging and Communica-ng with Pa-ents and Providers Constituent Experience

2 Welcome Panel Jenny Whitham, Director of Information Technologies, North Dakota Department of Human Services Thangappan Patturajah, CTO, Cabinet for Health and Family, Commonwealth of Kentucky Lane Reeder, Senior Client Executive, HP Exstream

3 Kentucky Quality Health Information Framework Cabinet for Health and Family Services Thangappan Patturajah

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5 Empower Kentucky Ci-zens by providing access to their informa-on including their eligibility, claims informa-on and other benefits informa-on from the cabinet. Kentucky Ci-zens to View their Personal Health Record through Kentucky Health Informa-on Exchange (KHIE) by providing a link from Ci-zen s Portal. Provide data that becomes ac-onable informa-on at the point- of- care Make it visible in workflows, prac-ces and across care teams Involve the pa,ent

6 Conceptual View PHR Citizen Portal RHIO LAB HIE HBE Enterprise Service Bus Clinic Hospital MMIS Public Health EPSDT Immunization Registry Vital Statistics State Lab Reference Medicaid Care Mgmt New Born Screening Master Data Management Correspondence

7 Ambulatory EHR Data Hospital Data Health Informa,on Exchange Discharge Summary Lab Result Analy,cs Pa,ent Engagement Referral Secure Communica,on Popula,on Management Pa,ent Access Pa,ent Health Plan Data Community Providers Data All Payer Claims Database

8 Managing family health records is a challenge Instead of filling a file folder with medical informa-on or crea-ng a makeshil spreadsheet, get a handle on your health. You can easily view and manage family medical records, and through pa-ent consent make it available to Health Care providers. You can be in control of your health records

9 Master Data Management (MDM): Kentucky has opted to use IBM s MDM (standard edition) for suites of master data management services. IBM s Initiate master data service is a comprehensive platform that enables rapid implementation of enterprise-wide master. It also delivers high-volume matching and linking through high-performance data processing and scalable database structures. The main purpose of MDM is to manage an Enterprise Master Person Index for KY citizens. Enterprise applications will be required to register a person record with MDM to obtain an Enterprise Master Person Index (EMPI). MDM service will also maintain associated applications for each EMPI in its repository allowing easy correlation. For Additional Information: Thangappan.Patturajah@ky.gov

10 Constituent Communications Management Lane Reeder HP Exstream

11 Importance of Cons,tuent- Experience is on the rise Health & Human Service agencies are being overwhelmed with influx of applicants

12 Challenges Difficulty communica-ng through mul-ple channels and mul-ple languages Inability to send ONLY the relevant informa-on Ineffec-ve or confusing communica-on or content leads to undesired behavior i.e. call centers, missed appointments, etc Mobility taking over 257 million smart- phones in use by U.S. consumers by 2016 Mobile apps $6 billion now, $55.7 billion by 2015

13 Solu-on Using an enterprise communica-on pla`orm allows agencies to pull data from different systems and create communica-ons that are personalized and delivered using the right method ( , text, print), at the right -me, to the right person which supports improved service delivery.

14 Access Mobile devices are important to your cons-tuents 126 million tablets in use by U.S. consumers by million smartphones in use by U.S. consumers by 2016 Mobile apps $6 billion now, $55.7 billion by 2015 Tablets expected to replace laptops and PCs Move to design for electronic display first, print second Source: Garter 360 opening keynote, Gene Alvarez

15 Cons,tuent Communica,ons Management ENGAGE Connect ci-zens needs with programs Communicate processes Relevant Informa-on SERVE Mul-- channel messaging Real-me No-fica-ons Personalized content AUTOMATE Intake & Enrollment Speed Eligibility Determina-on Proac-ve messaging EDUCATE Inform cons-tuents Fulfill Regulatory Requirements Policies and No-ces

16 Benefits of CCM Improve Government worker EFFICIENCY by automa-ng manual document processes empowering them with a controlled edi-ng experience for front- line communica-ons Improve Cons-tuent EXPERIENCE through mul-- channel communica-ons mul-- language communica-ons proac-ve, relevant, -mely content

17 Benefits of CCM Increase response- rates and ul-mately the -meliness for a family to receive benefits. Streamline processes for communica-ng with agencies and providers. Track all communica-ons sent: what, when, who received it, etc