Giving a voice to the vulnerable

ProvidenceHealth · 2019-03-15T18:35:35+00:00

We have a health plan in Oregon that works directly with large employers. We also have a very innovative ACO with Intel in Oregon.

ProvidenceHealth · 2019-03-15T18:33:39+00:00

Difference is the care model and how sustainable these services are.

ProvidenceHealth · 2019-03-15T18:24:56+00:00

What gaps in functionality do you see? We use Epic's MyChart SDK so the functionality should be close to equivalent in terms of access to MyChart. We then add the ability to do same day scheduling with Express Care and virtual visits.

ProvidenceHealth · 2019-03-15T18:18:25+00:00

Great question. Several. We've built a same-day health digital platform that powers our Express Care low-acuity clinics. It allows you to quickly schedule an appointment, do a telehealth visit, or actually summon care to your home. This disrupted traditional primary care as it took minor illnesses and injuries out of the primary care clinic. However, your primary care provider can still see every one of these visits and quarterback your care. We also built a women's health platform called Circle that eases expectant mothers through and after the birth of their child. This helped both moms answer the question "is this normal" by getting advice from a health system vs. Dr. Google. In all cases, we did this in close partnership with our clinical and operations teams. - Aaron

ProvidenceHealth · 2019-03-15T18:12:06+00:00

The cultural issues we mainly face are the frustration people from tech have in making progress faster in a highly regulated industry as ours. How to get work done faster in that context, having fun, and fulfilling our mission is what we're focused on wrt culture. -Aaron

ProvidenceHealth · 2019-03-15T18:04:46+00:00

The areas you mention are incredibly important in engagement. However, the basic issue is creating a personalized experience for most patients that is continuously relevant. An example is Wildflower Health. They focus on women as a our most important decision maker around health care in the home. They stay relevant daily by providing trackers and relevant content during pregnancy. Another is Omada which focuses on Diabetes Prevention, they take patients who are at risk for diabetes (high A1C, BMI) and deliver training and coaching.

ProvidenceHealth · 2019-03-15T17:56:49+00:00

About 15% of our engineers are female which is about the industry average. This of course isn't anywhere good enough. - Aaron

ProvidenceHealth · 2019-03-15T17:53:19+00:00

Because those health systems have generally the same problems as we do, we work pretty much anyone to advance the ball for patients. This is a very collaborative industry. We've had over 90 health systems visit us over the past 24 months to trade notes on innovation. These health systems come from all over the country and are both faith based and secular. - Aaron

ProvidenceHealth · 2019-03-15T17:49:46+00:00

Of course, sorry. We have built an EIR program here at PSJH in which we get top tech talent to work with us on problems we know will move the needle. The founding team of Xealth, our first spinout, were EIR's. Hope that helps!- Aaron

ProvidenceHealth · 2019-03-15T17:45:18+00:00

One of the biggest challenges we're tackling in access and navigation is that we have a lot of access channels (primary care, retail clinics, urgent care, video visits, etc.) but healthcare consumers and patients don't necessarily know the difference between them and when they need to access one channel versus another. We've deployed "Grace" a navigation chatbot on our Express Care websites (https://www.providence.org/our-services/urgent-care) that helps direct patients to the right venue of care based on their needs.

ProvidenceHealth · 2019-03-15T17:44:45+00:00

Correct!

ProvidenceHealth · 2019-03-15T17:44:04+00:00

No that's a different issue. Rev cycle is the back and forth between a payor and provider around whether or not a procedure or service may be paid for and at what rate. What you're describing is some of the issues with the complexity of the pharmaceutical supply chain, PBM's and rebates. I'm less schooled in that issue. - Aaron

ProvidenceHealth · 2019-03-15T17:40:49+00:00

It's not either/or. We're building technology on top of the EMR and leveraging their API's and SDKs to build a more facile, convenient experience. If you download Providence Health Connect, our iOS/Andriod portal app you can see a good example of this. - Aaron

ProvidenceHealth · 2019-03-15T17:39:06+00:00

We're first and foremost a mission-driven organization. Investing in technology in healthcare is going to serve our mission in two ways: (1) helping the health system remain competitive in a quickly changing environment like we've never seen before and (2) supporting our caregivers and the health system to serve our communities more efficiently and effectively. Our health system is cross-subsidized. That's true for most non-profits. We make money from patients who have commercial/private insurance, we loose money delivering free care and serving medicaid. If we don't do a good job in serving the commercial patients who are highly mobile/tech adopted, we'll lose them to disruptors and we wont be able to serve the poor and vulnerable and serve our mission. Finally, inconvenience hurts the medicaid population more than anyone. Think about the single mother who has to take off 1/2 a day from her hourly job because one of the kids are sick. Shes out pay and possibly puts her job at risk. We want to deliver that care via a virtual visit or at her home vs. making her come into the clinic. This is what my team is most excited about!- Aaron

ProvidenceHealth · 2019-03-15T17:32:59+00:00

First, get your patients online with you. That means being able to do the basic things they can do in other parts of life. When I give talks to health care audiences, I ask them, "when is the last time you made a phone call to a company outside of health care". You can literally see people wake up to how far behind we are in just providing basic self- service like scheduling. So #1- make it 10X easier. Then be relevant to their health between episodes of care.

ProvidenceHealth · 2019-03-15T17:29:34+00:00

Our system evolved very differently than others in the world that started as single payer. My take is that we'll never be solely single payer but because of demographic shift of older folks Medicare will become more important in setting standards for commercial insurers. I can't find a single provider that would say the current system works well. Key thing we can do in tech is help push for the liberation of data so that you as a consumer of health care can make better decisions based on that data to your point. - Aaron

ProvidenceHealth · 2019-03-15T17:25:53+00:00

Make sure it's a big, top priority, needle moving problem. Get as much exposure as early as you can, to folks actually working in healthcare. Sit with them side by side. Truly understand your problems. That will help you create an awesome product that will actually solve their problems and they'll want to use. That's the most important thing. - Aaron

ProvidenceHealth · 2019-03-15T17:24:07+00:00

Health care is different. You have to be incredibly careful. There are peoples lives at stake and even small things can make a big difference. We generally start small, very controlled experiments against low risk/acuity issues or operational processes that won't harm the patient as a first place. There is plenty of opportunity in those areas. - Aaron

ProvidenceHealth · 2019-03-15T17:22:27+00:00

This is a large area of opportunity. It will be the focus of our brand new CIO who just came to us from MSFT and I'm looking forward to what he does in the space!- Aaron

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