Health Leaders Media: Move Over Star Wars; Hospital Command Centers Take the Spotlight

Command centers give health systems a leading edge to manage capacity and improve patient experience.

Health systems face growing capacity challenges and patient experience suffers when access is limited, or delays occur between transitions in care. In response, hospital command centers featuring sophisticated technology are springing up across the country. 

Two new facilities in Florida were announced during the last week of May, joining a list of others that have launched or announced new initiatives since last fall. 

Today’s command centers supercharge the operations many hospitals have in place to manage transfers and bed placement. The new breed uses advanced technology featuring predictive analytics and artificial intelligence. One key advantage is real-time data with information about incoming patients, ED and OR capacity, bed availability, and discharges. 

Opening in 2016, the command center at The Johns Hopkins Hospital is generally acknowledged as the first hospital to launch a concept of this magnitude in the healthcare arena. As additional health systems see value in this approach to capacity management, these new facilities will operate at the leading edge of a trend that will grow over the next decade:

• Florida Hospital in Orlando, a member of Adventist Health System, announced its new facility on May 31, perhaps the first in the new generation of command centers that will orchestrate care for multiple hospitals in its system. This facility will coordinate patient care for nine central Florida hospitals, which include about 2,900 licensed beds, more than 2 million patient visits a year, and 640,000 ED encounters annually
• Florida Hospital operates at 85% to 100% capacity, and many of its logistics issues stem from incoming transfers from its sister facilities. 
• "It is interesting we're going to spend all this money—$15 million—on a technological solution, but it really has an individual person at the center of it," says Eric Stevens, CEO of acute care services at Florida Hospital. The center will bring a new level of technological sophistication to programs already in place, and help the system meet its strategic objective to improve the patient experience. 
• "The core of our product is a high quality clinical outcome," says Stevens. "We think that this technology, in many ways, will help meet all the noble goals we have."   
• Tampa General Hospital, a 1,010-bed non-profit academic medical center in Florida, announced its new "care coordination center" on May 29. The focus will be to advance care coordination, help enhance patient safety and quality, and improve efficiency.
• "We are reinventing how we deliver healthcare by creating a coordinated, patient-centered system of care," said John Couris, MS, president and CEO, in a written statement to HealthLeaders Media. "We are designing it in a way that will provide better support and improve efficiency for our nurses and physicians."
• Yale New Haven Hospital in Connecticut opened a Capacity Command Center in January, combining real-time data analytics with physical colocation of key operational services to enhance coordination, safety, quality, timeliness, and efficiency in patient care. The facility was developed jointly by the Yale New Haven Health Clinical Redesign initiative, the YNHH in-house analytics staff, and Epic.
• Rush University Medical Center in Chicago announcedtheir facility last October; in December; the Humber River Hospital command center in Ontario opened its doors.

GE Healthcare Partners is helping many of these healthcare systems develop the technology used in their command centers and offers a product-agnostic approach with the ability to work with whatever IT systems a hospital has in place. In 2018 the firm will help install 10 new command centers, serving 30 hospitals. 

Mandy Roth, June 7th 2018

Health Leaders Media

#TechnologyRules

As I have discussed on several occasions, there is no doubt that consumerism is a key driver in health care these days. As patients continue to take a more active role in choosing their health care providers, paying for a greater percentage of their health care, and managing their health care spending accounts, they will continue to evolve into more savvy consumers. With this reality, along with the demand for providers to keep cost down by insurance companies, the retail or consumer model of health care delivery will continue to grow.

For hospitals and health care providers, an integral component of attracting and retaining consumers is an ongoing and increasing investment in technology. In fact, technology is dramatically redefining the way we manage health care. In an “app” driven world, consumers have come to expect customer friendly technology to help mediate their interaction with health care providers.

And so, I read with great enthusiasm this recent article in Inc., outlining some new technology trends dominating our industry.  According to author Avi Savar, the top three recent innovations in health care technology, include the following:

• Patient Scheduling Software which allows for better patient management and communication. With this type of software, providers can send appointment reminders and patients can schedule appointments on line. Implementation of this software not only saves money and time, but decreases the number of patient no shows and improves customer service.

• Smartwatches that Detect Heart Attacks by monitoring heart rates and notifying users of their vitals. While these watches are no substitute for medical consultation or care, they can serve as an additional safety valve by keeping a constant eye on heart performance. In fact, some products on the market will notify 9-11 if they record what they think to be a cardiac emergency and with a built in GPS, can provide patient location information.

• Marketing Automation Software which grabs patient data from various points of contact and puts it all in one spot. It helps providers deliver targeted communications to patients, improving customer service and patient loyalty. It also offers providers real time patient analytics, allowing for quick problem solving and improved care and medical services.

While, I think Savar is correct in his assessment of these technology trends and their influence and importance in the market, I would add one other important innovation to this list: tele-health technology.

Through tele-health technology platforms, like TGH VirtualCare, patients can engage with medical staff remotely via desktop or a mobile screen app. Here, patients get convenient, cost-effective and immediate medical care anywhere they are as medical staff are able conduct the same interview and diagnosis that occurs in a traditional urgent care office visit. Providers can treat many common conditions or illnesses such as colds, fever, rash, stomach flu, sinus infections, pink eye and headaches, as well as prescribe medications. This technology offers another way for patient to receive access to care when they need it, is cost effective for providers and is becoming increasingly popular.

If health care providers are going to compete for market share, they must recognize that investments in technology are a key component to success. Just as quality and affordability of care have helped drive consumer health care decisions for years, today ease of access and integration—often provided through a technological application—is equally important. The bottom line is that keeping up with technology will keep you in the game.

Look Up from Your Smart Phone

As I explained in my last post, with graduation upon us, I thought it was a good time to provide some leadership and workplace advice to students leaving campus and entering the workforce. I have been thinking a great deal about the what to say to college grads and have been inspired by ongoing career conversations with my nephew - a recent graduate whom I love and admire - as I help him traverse the topography of his career. 

I also recently came across this video of marketing and leadership consultant Simon Sinek, discussing millennials in the workforce.  A great deal of what Simon had to say reflected my own experience with young colleagues and put my thinking on the subject into overdrive. 

In my last post, I discussed the importance of practicing patience and squelching the desire for instant gratification. I believe that the need for instant gratification is a byproduct of the reliance on technology to meet all our needs the moment instantaneously. But it is not just the ability to get what they want when they want it that has shaped young workers, it is the way in which technology and more specifically, communication through technology, has hampered their ability to form meaningful relationships with colleagues. They are so plugged in that they fail to realize that the strongest and most beneficial professional relationships are formed in person.

And so, my advice is simple: put down your smart phone and engage with colleagues. If you don’t you will miss the opportunity to develop meaningful relationships and gain valuable insights. These relationships will not only be of value to you personally but can certainly help you navigate and excel in the work place. Take time before a meeting or at a moment when you find yourself alone with a co-worker to connect with them. Instead of checking Facebook or sending a text, talk with your colleagues and spend a few minutes getting to know them - especially those whom you perceive to be radically different from you.

As you enter your career, you will come in contact and work with all types of people, many of whom came of age in generations other than your own. As such, they have different views of the workplace and how to communicate. So, rather than spending 20 minutes crafting a precisely worded email, pick up the phone or walk down the hall and engage with your co-worker one-on-one. Things are often misinterpreted in written communication and can be better understood through conversation.

Finally, through conversation comes innovation, exploration and collaboration. I daresay the best work is not done through a series or texts or emails but happens when people are in a room, communicating and working together without the distraction of a phone or laptop. It is in those moments when true innovation and collaboration will occur and by being a part of that, you will surely make your mark.

Don’t forget soft skills, like interpersonal communication, are still very much in high demand. At the end of the day you work with people, not technology.

Not Ready for Prime Time

For me, one of the biggest sources of frustration with the current state of health care is the required implementation of electronic medical records systems (EHR). This is due, in large part, to two key factors: cost and inefficiency.

Because the federal government mandated that hospitals adopt and implement “meaningful use” of EHR system as part of the American Recovery and Reinvestment Act in order to maintain their existing Medicaid and Medicare reimbursement levels to avoid non-compliance penalties, software vendors were quick to develop astronomically expensive EHR systems. Not only were these systems incredibly costly, they were not ready for prime time. By that I mean, they were full of glitches and not fully designed to make the collection of patient data easier and more efficient to work with, which should have been the goal.

According to a recent article in Becker’s, hospitals across the country have spent tens of millions of dollars — and a handful of medical systems have shelled out upwards of a billion — on the implementation of EHR technology systems. This is in large part due to the fact that many hospitals are adopting system-wide packages in an effort to fast track compliance and efficiency versus implementing modules one at a time.

While some will argue that vendor charges are only part of the steep price tag, and that lack of training and other budget items (storage, infrastructure upgrades) make up a significant portion of the cost, I would counter that from what I have experienced, this is not the case. The price of purchasing these systems (i.e. vendor charges) are ridiculously high and I can’t help but think that government mandates have paved the way for those looking to profit above what is fair and reasonable.

Frustration over cost is also compounded by the fact that these systems are not fully functional and not meeting their intended objectives. In addition, their use often impedes the patient and care giver interaction.

I believe in technology and its power, especially when it comes to the integration of technology and health care. In fact, I think it is the future of this industry. However, as this specific technology exists now, it is simply not ready for prime time use. It forces its users to spend more time focused on collecting data than taking care of patients—

and that is never a good thing.