From the October 2016 issue of HealthCare Business News magazine
As hospital staff get accustomed to thinking about service and performance from the customer’s standpoint, including the financial side of the organization (where population health management and payment reform reside), the retail mindset will gradually grow. In this stage of the journey, the executive leadership should focus on the following key areas: developing a comprehensive financial transition plan, from capex to opex, for technology-led transformation; rolling out shared service platforms to link the multiple roles and entities across the care continuum; and establishing the management model for enhancing the consumer experience through an integrated care delivery system. Implementing performance metrics includes:
• Successful coding and integration of normalized clinical and financial data, including once-fragmented interfaces such as electronic medical records, prescriptions, lab results, health information exchanges and unstructured physician notes.
• Connection between provider representatives (case managers and discharge planners) and community resources, including scheduling, transportation, communication, documentation and reporting tools.
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• Supports for referral management.
• Active provider engagement in supporting health information exchange.
Data will continue to accelerate the market forces involved in transforming the health care system into an “ecosystem,” and health care’s data are more sensitive, more varied and more unstructured. Technology is key to this effort. With the expected increase of wearable medical bio-tracking devices as well as traditional medical technologies made “smarter,” data are on the rise, and so are new ways to analyze it. From new knowledge about lifestyle choices and even newer understanding of how best to influence them (and, on the provider side, increasing transparency about procedure costs and outcomes), performance-measured accountability will gain prominence among all health care stakeholders.
About the author: Bipin Thomas is a renowned global thought-leader on consumer-centric health care transformation. Thomas is a board member of HealthCare Business News magazine and chairman of ICURO, a digital business outcomes management organization, where he is redefining personalized care delivery by connecting all stakeholders in the emerging health care ecosystem.Back to HCB News
