Healthcare&ModernisingInnovating
IN ASSOCIATION WITH:
DIGITAL REPORT 2022
&ModernisingInnovating Healthcare 2 www.providence.org
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Moore has a professional career spanning 30 years, 27 of which were spent at Microsoft with roles in everything from finance and operations to IT. His last role at Microsoft was as the VP of engineering, responsible for the company’s global commerce and compliance. After 27 years, ready to do B.J. Moore, CIO & EVP of Real-Estate Strategy Operations 4 www.providence.org
B.J. Moore, CIO & EVP of Real-Estate Strategy Operations at Providence, talks about modernising and innovating healthcare P rovidence is a 165-year-old healthcare company and takes enormous pride in the fact that they were founded by women. Over the decades, they have grown immensely, combining the ministries of ‘Providence' and 'St. Joseph', while expanding through the acquisition of other health systems, which has allowed them to be the US$25bn health system that they are today – and one of the largest health systems in the US.
As a whole and as individuals, each member of the team works to serve their communities in Alaska, Montana, Oregon, Washington California, Texas and New Mexico. Providence’s mission is to serve all, but especially the poor and the vulnerable, through their vision of 'Health for a Better World’.“We primarily serve communities across seven states here on the west coast of the US, with 52 total hospitals and ministries, over 1000 clinics and 120,000 caregivers that serve those communities,” says B.J. Moore, CIO & EVP of Real-Estate Strategy Operations at Providence.
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something different and just as healthcare saw the rising need for digital transformation, Moore joined Providence as their Chief Information Officer (CIO). Since joining three years ago, he's also taken on their real-estate strategy and operations.
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Moore’s role at Providence is twofold. As CIO, he owns the digital systems – everything from the networking infrastructure in their hospitals and ministries to all the systems they use for shared services such as payroll and financial systems, and the clinical systems that are used by their caregivers and patients –essentially covering most of the technology that's required to run, secure and modernise a health system. His other role is in realestate strategy and operations, where his team is responsible for all the hospitals and clinics, as well as the buildings, maintenance and support of those buildings, including the cleaning of the hospital rooms.
“We primarily thosecaregiversclinics,ministries,totalofonsevencommunitiesserveacrossstatesherethewestcoasttheUS,with52hospitalsandover1000and120,000thatservecommunities” 6 www.providence.org
B.J. MOORE CIO & EVP OF REAL-ESTATE STRATEGY PROVIDENCEOPERATIONS,
Providence is a national, notfor-profit Catholic health system comprising a diverse family of organisations and driven by a belief that health is a human right. With 52 hospitals, over 1,000 clinics, senior services, supportive housing, and many other health and educational services, the health system and its partners employ nearly 120,000 caregivers serving communities across seven states – Alaska, California, Montana, New Mexico, Oregon, Texas, and Washington.
Simplify- Modernise- Innovate When Moore joined Providence, he visited hospitals and ministries, and met with their administrative staff and caregivers. It became clear to him that healthcare was significantly behind other industries. “My estimate was 15-to-20 years behind,” says Moore. “And out of that learning tour came our three strategic pillars of 'simplify', 'modernise' and 'innovate'.” Moore likes to think of these pillars in terms of Maslow's hierarchy of needs: at the bottom of the hierarchy sits 'simplify',
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B.J. MOORE TITLE: CIO & EVP OF REAL ESTATE STRATEGY OPERATIONS
INDUSTRY: HEALTHCARE LOCATION: UNITED STATES
“One thing I'm very proud of,” says Moore, “is that we received the very first known COVID patient in the United States, in January 20th 2020; and not only did we receive the first known patient (who was successfully treated), but we have served our communities very well throughout the entire pandemic. Our impact is huge.”
Reduce documentation time and increase care delivery with Nuance® Dragon® Ambient eXperience™ (DAX) Better patient-physician experience, all around. Learn more at Nuance.com/DAX saved per encounter, reducing documentation time by 50% reduction in feelings of burnout and fatigue of physicians state DAX improves documentation quality of patients say their physician is more personable and conversational8379707min%%%
How is ambient clinical intelligence transforming healthcare?
Nobody went to medical school so they could spend their days entering data into an EHR. They went to medical school to embark on a rewarding career, helping people improve their health and their lives.
The potential applications for ACI are almost limitless, but one thing is certain: this technology will change the experience of care for physicians and patients, and help both groups lead happier, healthier lives.
For example, since implementing Nuance’s ACI solution, the Dragon Ambient eXperience (DAX), healthcare organizations have seen patient satisfaction rates rise to 83%, with most saying their visits have felt more personal and that their physician has been more focused on them. Physicians spend less time looking at computer screens, documenting care, and working after hours. With Nuance DAX, they can focus on delivering higher-quality care to more patients—without burning out.
The most exciting thing about ambient clinical intelligence is that improving patient-physician encounters is just the beginning. Research is already well underway into using ACI to spot indicators of depression, anxiety, and social determinants of health during patient-physician conversations.
ACI technology ensures the primary focus of each visit is the patient and their story, not notetaking or documentation. That strengthens the patientphysician relationship and increases patient satisfaction, engagement, and retention. It brings providers back to what attracted them to medicine in the first place. And it removes the heart-sinking feeling of getting to the end of clinic time and seeing hours of documentation tasks ahead.
Experience DAX, innovated by Nuance and Microsoft, in Learnactionmore about how AI-driven ambient clinical intelligence helps improve care delivery and outcomes.
implementing the use of collaborative tools like Microsoft Office and Teams, and the use of advanced delivery methods like Agile.
At the very top of the hierarchy occupying its capstone is 'innovate', which concerns the use of advanced computing like machine learning and artificial intelligence to push forward patient care and improve caregiver productivity.
'Modernise' sits in towards the middle of Maslow's hierarchy and concerns how to leverage modern technology and engineering practices to increase agility. This includes Providence’s decision to move from on-premise computing to the cloud, while 10 www.providence.org
Moore says: "It’s really hard to innovate at scale, and to sustain such innovation, if you have counterproductive complexities such as an environment with 4,000 applications, and significant 'technological debt', and that's why we first simplify the environment, then modernise the way that we use and deliver technology, which provides us with the foundation to innovate." which means simplifying the operating environment. At the time, for example, Providence had over 4,000 disparate computer applications, which hindered their ability to create a great patient and caregiver experience.Sothe'simplify'
strategy looks at how Providence reduces that redundancy by transferring information on to a standardised set of platforms, while having just a few vital applications and processes to serve caregivers and patients.
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With Providence's mission to serve all, especially the poor and vulnerable, the current state of affairs means that they're struggling to meet community needs. Within this seemingly despondent situation,
The Solution: Alleviation and Empowerment through Technology, easing the burden for frontline workers
As Providence was the first health system to have received the first known COVID patient in the US, they have been under the intense strain of the pandemic for longer than any other US health system. Consequently, their caregivers – who had been on the frontline from the very beginning – were labouring under the long hours and days with no relief in sight.AsProvidence caregivers were delivering COVID care to their communities there was, as we all know, a lot of non-COVID related care that was deferred. Finally, as COVID began to wane, these deferred patients started to stream into the system, which led to unprecedented caregiver burnout. impact is HUGE” B.J. MOORE CIO & EVP OF REAL-ESTATE STRATEGY PROVIDENCEOPERATIONS,
The problem: Employee Burnout
“Our
"Just like other healthcare systems in the country, we have seen a very high attrition rate and are now really short-staffed, which then reamplifies the level of caregiver burnout." The demand for care is higher than ever, but the staffing levels are lower than they were before COVID. "So what we are having to ask of our caregivers is unparalleled.”
B.J. MOORE CIO & EVP OF REAL-ESTATE STRATEGY PROVIDENCEOPERATIONS, 12 www.providence.org
“One thing I'm very proud of is that we received the very first known COVID patient in the United States, on January 20th 2020, and not only did we receive the first known patient (who was successfully treated), but we served our communities very well throughout the entire pandemic”
Early this year, Nuance was acquired by Microsoft. Providence already had a strategic partnership with Microsoft, thus this acquisition really allows for Providence, www.providence.org
Providence, Nuance and Microsoft: A Triad of Excellence
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however, the use of technology has had a positive impact by alleviating the level of employee burnout through tools like Microsoft Teams, allowing Providence to adapt to the remote work environment where possible, and technologies like ambient artificial intelligence, to reduce the amount of administrative work for frontline caregivers.
Providence has built very strong partnerships with technology leaders such as Microsoft and Nuance, and through them, has access to vital technology with impressive consequences for their healthcare outcomes. "Nuance has always been a trusted partner of ours," says Moore. Providence has used Nuance's tools, such as Dragon Medical One, for a long time - a speech recognition tool, which allows clinicians to dictate their notes using only their voice. "But what we're really partnering with them on is ambient clinical intelligence (DAX - Dragon Ambient eXperience)," he says. DAX allows a caregiver in a clinical setting to speak naturally with a patient while it automatically documents the encounter and annotates it into the health record for the caregiver's edification. Moore says: "This technology really allows for that natural interaction between a caregiver and a patient, and all that administrative work of adding information to the health record is done automatically, in the What'sbackground."more,this ambient tech is able to transform everyday language into professional medical terminology, where, for example, it may detect the words 'heart flutter' and automatically translate it into 'cardiac arrhythmia', or 'fast heartbeat' into 'tachycardia'.Thereareseveral subsequent benefits to this technology. Firstly, it demonstrably increases productivity. But a more powerful effect is, that it allows for that natural interaction of the caregiver and patient, which is recognised in medical literature as having a significant positive impact on patient outcomes. "This allows the caregiver to practise their craft, which is, fundamentally, patient care and delivery," says Moore. "Our estimate is that a caregiver spends 40% to 60% of their time doing administrative work, so anything that we can do to relieve that burden is huge."
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Microsoft and Nuance to effectively have a strategic collaboration. Providence is set to complete their simplification and modernisation journey by December 2022. They completed their move to a single electronic health record in March and, as of July, have moved to Oracle cloud, which is their new ERP system. Moore says: “Indeed, we’re under a lot of costpressure here in the US, and so the question is, ‘how do we provide those same services for less?’ We’ll focus on the efficiency of our own IT operations, and then the engineering work that we do is really going to be focused on caregiver attraction, retention and productivity.”Providence is a shining example of the convergence occurring with tech and healthcare and should serve as an example for healthcare systems all over the globe, as to their ever-growing and inevitable interdependence.
B.J. MOORE CIO & EVP OF REAL-ESTATE STRATEGY OPERATIONS,PROVIDENCE
“You can see that it’s really hard to innovate if you have counterproductive complexities such as an environment with 4,000 applications, and that's why we first simplify the environment before modernising the way that we use and deliver technology”
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