NORTHWELL X INTEGRATIVE STUDIO MAY 7 2021
00 Prologue
Steven S. Little
00 Prologue
00 Prologue
00 Prologue
Northwell Health already has so many amazing ingredients.
The Caregivers Center at Peconic Bay Medical
The Patient Navigator at the Cancer Institute
The Digital Patient Experience Mobile App
The Caregivers Council
The Team
00 Prologue
MS-SDM Integrative Studio 1 2021 Spring Instructors Michele Kahane Karen Jackson Rashi Jadhav Experience and Perspectives 10 countries 12 professional backgrounds
00 Prologue
You are here
00 Prologue
Ideate
Define
Empathize
Storytelling
Prototype
Test
Contents
01
02
03
04
Our Journey
DPX Vision
CGX 2.0
Why care?
●
Creative Brief
● Today
● Coordinate
● ROI
●
Reframed
● Your Health Story
● Facilitate
● Earthquakes
Challenge
● Community
● Educate ● Ecosystem
01
Our Journey
01 Our Journey
Northwell Health Vision
Own our digital destiny
01 Our Journey
Chief Medical Officer of the Home (CMO) The person who manages the healthcare of household members. For example, a parent managing their child’s doctors appointments.
01 Our Journey
CMO
0
13
CMO
18
26
Elderly
While the CMOs manage other’s healthcare there are key moments in life where a transfer of responsibility of medical information and decision-making take place.
01 Our Journey
This is not merely a technical problem, it is deeply human.
01 Our Journey
What kind of digital and human interventions could support transitions and empower patients?
01 Our Journey
Committed to the humans behind the stories.
01 Our Journey
“I have a folder, a binder this big of just handwritten notes that I would go in and write down everything. Barrett couldn’t come because he was in nursing school at the time, and so I was by myself.”
01 Our Journey
“It was trial by fire. I learned by necessity. Whatever situation presented itself, I had to immediately figure out how to deal with it... So like, anything else in life the first time or two you do it, it sucks.”
01 Our Journey
“A good deal of my life is giving you know and I give it unconditionally and with love. But to be honest, I don't have that much in terms of somebody behind me propping me up and supporting me during this time.”
01 Our Journey
“I'm going to try to find somebody that I can call. So there's a name and a face, they know me, I know them, and I can get information. I happened to find... this young woman, she helped people like me navigate Tenncare.”
01 Our Journey
Caregivers Someone who manages the health care of chronically ill or disabled people. For example: A son taking care of his father with Alzheimer’s
01 Our Journey
Caregiver
CMO
0
13
18
26
Disabled
Illness
Accident
Disease
01 Our Journey
Review of Primary Observations
1
Transitions are rarely a moment in time
2
A lot is being asked of CMOs/Caregivers
3
Digital health portals have under-delivered for patients
4
There is a general lack of preparedness for transitions
5
CMOs/Caregivers need more functional and emotional support
6
There is a spectrum of technology use
How might we...
01 Our Journey
1 Support and guide people assuming the role of CMO unexpectedly?
2 Become a caregiver for the caregivers?
3 Develop patient centered tools for records management, sharing and coordination?
01 Our Journey
How might we enable and empower CMOs and caregivers throughout their healthcare journeys?
01 Our Journey
Solving for two overlapping audiences
1 Digital Patient Experience
2 CMOs
Caregivers
Caregiver Experience
02
A vision for the Digital Patient Experience
JOBS TO BE DONE
02 DPX Vision
WANTS
PAIN POINTS
NEEDS
CMOs Managing the healthcare for family members across age groups
02 DPX Vision
Book Appointments
Transportation
Share records with other doctors Manage insurance See profile information
Refill Prescriptions Check-ups
Emergencies
Pick up Prescriptions
Find doctors
Manage family member’s healthcare
Communicate
Vaccinations
Pay bills
Manage Records
02 DPX Vision
Book Appointments
Transportation
Share records with other doctors Manage insurance See profile information
Refill Prescriptions Check-ups
Emergencies
Pick up Prescriptions
Find doctors
Manage family member’s healthcare
Communicate
Vaccinations
Pay bills
Manage Records
02 DPX Vision
What happens when there’s too much to keep track of for you and your family members?
02 DPX Vision
Or your medical records and history are inaccessible and scattered across multiple locations?
02 DPX Vision
Or you feel like you’re the only one going through your situation and you don’t know where to turn?
02 DPX Vision
OUR VISION
DPX to become not only a set of tools, but a platform that supports and cares for CMOs along their journey
02 DPX Vision
We’ve prototyped and validated these features with CMOs across the spectrum
Today’s Dashboard Sync your account and email Family specific log in, add multiple accounts AI Assistant, Chat, & Hotline To do list Managing appointments
Your Health Story Organize lifetime health history on an easy to scan timeline See everything in context Manage Medications, Records, Communications and more Share all or part of your health history and profile
Community
Support groups Search and join Communities Saving forums and relevant articles Recommended articles
02 DPX Vision
THE PROTOTYPE
So, what does this look like integrated into the current digital Patient experience?
02 DPX Vision
ONBOARDING
02 DPX Vision
ONBOARDING
What if CMOs and patients could sync their email and other healthcare provider accounts to the platform? ●
Sync email for appointment information
●
Northwell DPX becomes a singular place for all their medical information
●
Reduces manual entry of information and navigating cross-platform
View prototype
02 DPX Vision
ONBOARDING
What if patients could create a family specific login for CMOs to access? ●
Patients could create a unique login for specific CMOs to access the same account
●
Patients can manage and limit the permissions and rights of the CMOs (ie. have settings to allow appointment booking and only see history related to certain conditions)
View prototype
02 DPX Vision
TODAY
02 DPX Vision
DASHBOARD
What if there was one place that provided relevant and just-in-time information? ●
Track and manage personal and family To-Do items
●
Upcoming Appointments
●
Family statuses and updates
●
Recommended articles and resources
View prototype
02 DPX Vision
AI ASSISTANT
What if there was an AI assistant to make suggestions, provide insights, and give reminders? ●
Learns from your data, history, and family pool
●
Offers different levels of action
●
Can provide prompts for better treatment adherence for patients and CMOs
View prototype
02 DPX Vision
CHAT & HELPLINE
What if CMOs could access real-time support through chat and a dedicated helpline? ●
Chatbot named “Nelle from Northwell” replies to inquiries and can hand off conversations to live chat humans for more complex requests
●
Quick call button to access the Northwell helpline
View prototype
02 DPX Vision
APPOINTMENT DETAIL
What if we relieve the stress of appointments with detailed information and pre-filled forms? ●
All details you need on one page
●
Location and directions
●
List of what to bring
●
Link to forms to fill
●
Using previously filled forms and data for autofill
View prototype
02 DPX Vision
YOUR HEALTH STORY
02 DPX Vision
YOUR HEALTH STORY
What if we organize a patient’s whole health history into an easy to scan, shareable timeline? ●
Patients can create entries manually; future capability to auto-generate from other data like appointments, procedures, or doctor entries
●
The timeline is organized into Wellness (green), Chronic Conditions (yellow), and Acute or time-bound items (red)
●
Patients can share their whole timeline or filter a subset to view and share
02 DPX Vision
YOUR HEALTH STORY DETAIL
What if we organized everything related to a specific health issue under its own entry? ●
Creates a one-stop shop for patients to collect, organize, and share their health stories
●
Notes section for personal reflections and provider communications
●
Sections for Medications, Doctors, Records and Documents, Detailed Timeline, and Resources from Northwell
●
Regular check-in questions for chronic conditions so doctors can receive regular feedback track changes
02 DPX Vision
YOUR HEALTH PROFILE
What if the timeline provided easy access to your emergency health information and the ability to share it easily? ●
Quick view of vital health information including age, blood type, medical conditions, allergies, current medications, and immunizations
●
Emergency contacts with quick dial buttons
●
Share button to send your profile to others
02 DPX Vision
MEDICATIONS
What if refilling, managing, and understanding medications was all done in one place? ●
One-click refills
●
Information on dosage, refills remaining, prescribing doctor, description, side effects, and pharmacy on file
●
Track prescription status from doctor to pharmacy to pick up
02 DPX Vision
SHARING
What if you could easily share all or part of your health history with anyone your account is connected to? ●
Share your full history, specific condition, or your health profile with others inside your family pool or with healthcare providers
●
Create global controls for different key users
02 DPX Vision
PROVIDER VIEW
What if providers had a similar view of your history and could see changes over time? ●
Healthcare providers with access can track your monthly status, communicate, and refer to your health story for comprehensive background information
●
Stay connected and provide support without appointments and doctor visits
02 DPX Vision
COMMUNITY
02 DPX Vision
COMMUNITY
What if we had a feed of timely, relevant resources based on topics and channels CMOs follow? ●
Articles and resources feed
●
List of all channels they follow
●
Saved tab to refer to at a later date
View prototype
02 DPX Vision
COMMUNITY
What if there was a community of people and a support system to share experiences, resources, and stories? ●
Search for topics and channels in the Explore section
●
Post topics and questions
●
Read and interact with people going through similar experiences and situations
●
Get advice from healthcare professionals
●
Moderated discussions and trusted / verified users
View prototype
02 DPX Vision
We’ve shown you the possibilities of the future Digital Patient Experience to address the pain points of CMOs.
02 DPX Vision
But what if the needs go beyond the day-to-day of managing healthcare logistics for oneself and other family members? What if you need more?
03
Caregiver Experience
03 Caregiver Experience
Current Healthcare System = Patient Centric
Patient
Caregivers
03 Caregiver Experience
Top Caregiver Challenges (from CGC Workshop)
1
Burnout
2
Lack of Education
3
Managing Day Job
4
Lack of Emotional Support
5
Lack of External Role Recognition
6
Lack of Training
7
Limited Access to Information
03 Caregiver Experience
Proposed Northwell System = Care Centric
Patient
Caregivers
03 Caregiver Experience
“I try to find somebody I can call.”
Pillar 1: Coordinate
03 Caregiver Experience
Coordinate Messages board Appointments Records
Facilitate Non-medical advising Support groups
Prescriptions
Therapy and counseling
Billing
Hire a caregiver
SOS Helpline
Self-care tips
Educate Orientation Readiness evaluation Tutorials and certifications Coaches
03 Caregiver Experience
“I don't have much support.”
Pillar 2: Facilitate
03 Caregiver Experience
Coordinate Messages board Appointments Records
Facilitate Non-medical advising Support groups
Prescriptions
Therapy and counseling
Billings
Hire a caregiver
SOS
Self-care tips
Educate Orientation Readiness evaluation Tutorials and certifications Coaches
03 Caregiver Experience
“It was trial by fire.”
Pillar 3: Educate
03 Caregiver Experience
Coordinate Messages board Appointments Records
Facilitate Non-medical advising Support groups
Prescriptions
Therapy and counseling
Billings
Hire a caregiver
SOS
Self-care tips
Educate Orientation Readiness evaluation Tutorials and certifications Coaches
The Care Mindset
03 Caregiver Experience
Coordinate Messages board Appointments Records
Facilitate Non-medical advising Support groups
Prescriptions
Therapy and counseling
Billings
Hire a caregiver
SOS
Self-care tips
Educate Orientation Readiness evaluation Tutorials and certifications Coaches
The Road to Implementation: Step 1
03 Caregiver Experience
Caregiver Council
Coordinate
+
Facilitate
Navigator
Project Based Teams
Educate
The Road to Implementation: Step 2
03 Caregiver Experience
Caregiver Council
+
Project Based Teams
Coordinate
Facilitate
Educate
SOS Helpline
Facilitating and Building Partnerships
Developing Caregiver Institute Curriculum
Pilot the Navigator
04
Why Care?
04 Why Care?
Investing in CMOs + Caregivers = Investing in Patients
1 Enhanced experience for patients, CMOs and caregivers
2 Reduced chances of patient relapse and returns
3 Higher retention rate and acquisitions
04 Why Care?
“More often than not, we haven't had these conversations before, you know, and then something terrible happens and now we're looking at each other like what are we going to do”
04 Why Care?
NORTHWELL X IS1
THANK YOU MAY 7 2021