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Elevating the Patient’s Digital ExperienceSession 29, February 12, 2019

Aditya Bhasin, Chief of Web Systems; VP Software Design & Development,

Stanford Health Care

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Aditya Bhasin

Has no real or apparent conflicts of interest to report.

Conflict of Interest

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• Patient Expectations

• Digital Transformation example

– Design and Development Methodologies

– Digital Platform

– Governance

• Case Study

• Engagement

Agenda

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• Describe today’s healthcare consumer expectations for their digital

experiences

• Discuss the patient, caregiver and operational benefits that can be

achieved from improving the patient’s digital experience

• List the key steps that a healthcare provider took as part of a

successful digital transformation

• Describe how a seamless, fully-integrated digital experience for

patients can become a strategic asset to modern hospital systems

Learning Objectives

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• Consumerization coming to Health Care

– On-Demand

– Affordable

– Predictive

– Coordinated

– Personalized

– Mobile

– Transparent

– Preventative

– Contextual

Patient expectations in a digital world

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MyHealth

Stanford Health Care Patient’s Digital Companion

Digital Transformation

7Source:https://myhealth.stanfordhealthcare.org/

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Design and Development Methodologies

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Another way to look at it

Source: Modifications to https://medium.com/@johnpcutler

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Understanding the problem - Design Thinking

Source : https://dschool.stanford.edu/

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• Not all patients are the same

• Identify the architypes / personas

• Convenience Driven

• Relationship Driven

• Caregiver

• Identify their unique needs and challenges

• Primary Care

• Urgent Care

• Complex Care

• Persona specific Use Cases / Journey maps

• Inpatient

• Outpatient

Patient Centered

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• Key to execution (no one sees and very few appreciate)

• Flexible, scalable digital platform

• Restful Micro services

• Ability to abstract multiple operational systems

• Ability to introduces and leverage partner assets

• API (Application Programming Interfaces)

• SDKs (Software Development Kits)

• Continuous Integration

• Automated Testing

• Continuous Deployment

Digital Platform

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Development process - Agile Scrum

Source : https://www.agilelearninglabs.com

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Agile DevOps

Source: Pinterest

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• Key for large complex organizations

• Executive Steering Committee

• Portfolio Management workgroups

• Prioritization

• ROI

• Level of Effort

• Pilots

• Report outs

• Scale out

• Change Management

• Training

• Reinforcement

Governance

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Case StudyTrip to the doctor reimagined

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• Initial Organizational Objective

– “Speed up Check in”

Case Study – Objective

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Case Study – Discovery

Patients are key partners

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• Design Thinking / Lean UX

– Interviews

– Observations

– Workshops

– Ideate with options

– Mock prototype testing

Case Study – Brainstorming

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• New Insights and updated Objectives

– Speed up check-in

– Reduce no shows

– Help with navigation on campus

– Enhance patient experience

– Reduce Staff burnout

Case Study – Insights

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Case Study – Story boarding

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• Digital Platform Add-ons

– Notification Engine

– Location awareness

– Context awareness

• Technology and Partner selection is key

– Evaluated and build POCs with 4

technologies

– Selection Criteria

• Rich APIs and SDKs

• Scalable

• Agile and responsive to our

enhancement asks

Case Study – Technology

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• Development process

– Design

• Web

• Mobile

– Development

• Bi-weekly sprints

Case Study – Product Development

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• Deployment process

– Pilot sites

• Technology Center

• Clinical

– Internal Partners

• Operations

• Facilities

• Compliance

• Patient Advisory Forum

– Enterprise role out

Case Study – Nailing and Scaling

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Case Study – Trip to the doctor reimagined

Source:https://myhealth.stanfordhealthcare.org/

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• Enterprise role out

– Multiple Campuses

– New Stanford Hospital

Case Study – Trip to the doctor reimagined

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Adoption / Engagement

0%

50%

100%

150%

200%

250%

300%

350%

2016 2017 2018

Usage

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Engagement

Engagement by Device 2016

Web Mobile

55% / 45%

Engagement by Device 2018

Web Mobile

43% / 57%

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• Aditya Bhasin

• https://www.linkedin.com/in/bhasinaditya/

• adityabhasin@stanfordhealthcare.org

Questions