Project Recap Presentation

Presented by Jesse Fenton;

2016 Summer Administrative Intern

Meet the Intern

Masters of Heath Administration and Hospital Leadership

 Introduction
MultiCare Connected Care Provider Search Tool Refresh
Project Objective
Learnings
Recommendations
MultiCare Patient Education Project (Transformational PE3)
Project Objectives
Learnings
Next Steps

Project: Find-A-Doc Search Tool

Presented by Jesse Fenton Administrative Intern

Meet The Team

Dr. Zak Ramadan-Jradi

Exec Dir & VP Accountable Care

Anna Taylor
Program Specialist

Jeremy Harrison
Manager-Digital Services

Objective: To improve the

current user experience with
the MultiCare Connected Care
website to meet future
consumer demands.

National
collapse of
housing market

Negative
influences on
determinants
of health

Challenges
Displaying Phones # appropriately for the service they dont display the way
customers access services
RediClinics Providers are not listed/Indigo Clinics
Unable to search for providers by location or group names
Unable to search by symptom
Lack of information on background of provider
Outdated user interface; Poor user experience
Behavioral Health Therapies massage, ST/ PT/OT
Hard to find physicians with difficult names
Is the physician accepting new patients?
Growing Competition in the market

Industry Research of Provider Search

Other Industry
Approaches

Next Steps

MultiCare Patient Education Project

Transformational PE3:Patient Engagement, Education & Experience
Presented by Jesse Fenton Administrative Intern

Meet The Team

Maria Granzotti, MD
Sr VP-Chief QIMA
Officer

Jodi Gragg
Clinical Director

Kris McKenzie
Dir - ILD &
Leadership Devel.

Jason Epeneter
Consultant I-OE

Karen Koch
VP-Quality
Management

Shelly Mullin
Pres/Mkt LdrWest Region

Linda Dean
Chief Nurse
Exec-PHI

Debbie Quinn
MMA Nursing
Director

Project Objective
Acquire predictive, adaptive, illustrative and standardized
patient education module(s) that can utilize resources from
a variety of content providers and can work seamlessly with
EPIC and other platforms as necessary and is appropriate
for each member of the patient care teams across the care
continuum and services in MultiCares system of health.

Learnings/Opportunities
Feedback from the front line staff and our customer base has indicated that there
are inconsistencies and variations in the timing, content, sequencing of education
processes, variation in education content, and modes of delivery of patient
education.
These inconsistencies fail to optimize or leverage time-sensitive opportunities for
interaction and involvement with patients in a meaningful way and thereby
potentially negatively impacts patient engagement, education, and shared
decision making for the ultimate patient experience.

This leaves us with a fragmented system around population health, patient

engagement, and the ability to involve patients in a meaningful and partnered
way.

Education Delivery Model

Transformational patient education delivered across the care

continuum

Patient receives traditional for face-to-face

education

Process: Phase Gate

Vendor choices based upon 2015/2016 Best in KLAS Awards, and affiliated contracts
GetWellNetwork
pCare
Experium
My Chart Bedside
Lexicomp

Key Findings

Platform provides greater opportunity for

large scale impact, transparency,
development of an interactive
transformation patient experience.

Work has potential to intersect with other

organizational initiatives maximizing benefit

Cutting edge technology positions our

organization well in an ever evolving and
customer driven health care environment.

Projected Outcomes & ROI

HCAHPS and CGCAHPS score

improvements
Nurse communication
Doctor communication
Medication education
Care transitions
Discharge instructions
Staff satisfaction
Readmission rates
Culture of Safety Survey
Patient Education Survey to Nursing Staff

Next Steps

Next Steps
Proof of concepts presentation on site by vendors
Conduct usability/ feasibility test

Test solution with small user group

Evaluate vendor implementation proposals
Conduct cost/ benefit analysis

Conduct risk analysis in

Engage with the IT team to coordinate the
department capacity to handle new workloads. ie.
hardware, applications, connectivity, scalability,
maintenance, etc.
Request prelim pricing and contracts for review by
Legal Counsel