Next Gen Patient Experience - UCMC v1 (1)

8/13/2019 Next Gen Patient Experience - UCMC v1 (1)

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Web Content Management SoluOverview and Demonstration

Feb

21

201



Agenda

• 9:00-10:30: Introduction & background

• 10:30-12:00: Demonstration of WCMS solution capabilities

• 12:00-12:30: Lunch served

• 12:30-1:30: Continuation of WCMS capabilities demonstration

• 1:30-2:30: Overview of Customer Relations Management Solutions

• 2:30-4:30: Technical overview and discussion



9:00-10:30: Introduction

– Topics to be Covered

• Company Background

• Experience and History

• key clients

• Business philosophy

• Partnerships

• strategic vision for academic medicine

• examples of excellence from clients in other industries

• case study featuring an academic medical center client



Company Background



Team Introductions

Web Content Management

&

User Experience Experts

Software Platform

Provider

Healthcare

Knowledge

&

Solutions



• Element115.Net

Edith Stewart

• Client Services Manager

Rachelle Montano

• Client Partner

Bob Ronchi

• VP Sales & Marketing

Venkatesh Korla

• President

• Oracle

Joe Golemba

• VP, WebCenter Product ManagCarolyn Schuetz

• Fusion Middleware Account M

Will Reising

• WebCenter Sales Representativ

Fahad Ansari• WebCenter Technical Specialist

Brian Wolfe

• Oracle Healthcare CRM, ApplicSales Manager

Mary Kilmer

• Oracle Healthcare CRM Special

Team Member Introductions



Oracle Healthcare Mission

• Operational efficiency and game changing productivity

• Collaboration and communication across the healthcare commun

• Empowered associates

• Information management and analytics with real-time informatiothat promote improvement in outcomes

• Reaching beyond the artificial boundaries in promoting wellnesssafety

• Providing a holistic healthcare experience for each patient’s needpersonalizes their care

O l C i H l h



Oracle Commitment to HealthcareOur Experience and Success

More than 500 healthcare providers run Oracle applications

North America

Over 2000 Healthcare Providers World Wide run Oracle

Applications

More than 100 Healthcare Payers in NA run Oracle applicati

Embedded Best Practices for Healthcare and other industrie

– driving efficiency out of the box



Element115 Corporate Overview

• Customer Experience Experts & Solution Providers

– Industry-specific solution frameworks &

– Professional services organization

• Expertise in following areas:

– Web marketing and consumer engagement

– Visual design for web solutions

– Hosting & managing WCM systems in Amazon cloud

• Extensive experience with Oracle WebCenter

– 50+ Long standing reference-able customers – Certified training partner

• Customer experience solutions in many industries

– Healthcare: eHealth Accelerator (eHA)

– Manufacturing & Other Industries: eSite Accelerator (eSA)

– Social solutions for various industries

– Mobile solutions for various industries

Sample Custome

Quick Facts

• Founded in 2003

• Headquartered in Chicag

• Sales coverage across US

• Dev. centers in US & Indi

• Private org. with 50+ em



Element115 Sample Customers

Healthcare Other



Element115 Solutions Focus On Content Centric Applications

• Vertical Industry Specific Reference Implementation

– Consumer web sites, Intranets, portals and mobility sites

– Site accelerators and applications

– CRMS Integration

• Benefits to Customer

– Accelerate GO LIVE Cycle

– Reduces Total Cost of Ownership – Provides robust functionality supporting LOB best practices

• Right Content to the Right Consumer with the Right Context

• “Calls to Action” for conversion

• ROI driven analytics

• Explicit and Implicit Personalization

– Functionality reuse across various solutions



• Our Portal & Content Management Services

– Strategic Business Consulting

• Website assessment & system health check

• Solution definition & roadmap

• Mobile & Social strategy definition

• Vendor evaluation & selection

– Online Experience Design

– Technology & architecture definition

– Web implementation & maintenance

– Content Strategy & Development

– Solution Hosting

Element115 Services Help Create Compelling Online Experienc

Our Industry Exp

• Healthcare

• Manufacturing

• Financial Servic

• Publishing

• Retail



Domain Best Practices + Technology + Services = Vertical Solut

StrategicBusiness

Consulting

OnlineExperience

Design

Technology &architecture

definition

Technology

Implementation

ContentStrategy &

Development

Hosting &Application

Support

Product

Training

Micro

Public Website

Mo

W

Social N

Medical Center

School of Medicine

Health Science

Center

Clinical Research

Bio Science Division

Foundation & Grants

Healthcare Providers

Targeted S

Best Practices



Our Understanding of Your Needs

• Implement a Centralized Web Content Management System

– a phased on-boarding of multiple internet sites

– provide for distributed content contribution – administration of sites at the central and local level

– serve as a publishing point for content from multiple sources to multiple channels

• Implement a Customer Relationship Management System

– used to drive content delivery in a personalized site user and customer experience

– create engaging and personalized user experiences

• An Implementation Partner

– has experience with & appreciation for academic medical centers

– proven track record in implementing WCMS/CRMS software on time and within budge

– provide a dedicated and on-demand support team over the course of the relationship



Our Understanding of Your Needs

•Resident Recruitment•Graduate Student Recruitment

• Improved satisfaction & loyalty

•Researcher Recruitments• Facilitate Collaboration

•Clinical Trial Recruitment

•Holistic approach across care continuum

• Patient (and caregiver) empowerment

• Engaging and Personalized customer experience

Patient Care

l ’ d



Element115’s Team to Support Your Needs

• Subject Matter Experts

– Strategy Consultants

• Over 15 years in health care as IT executive and strategy consultant

• Consulted with hospitals, health systems and academic medical centers• Engaged with over 100+ health care clients

– Information Architects / Content Specialists

• Over 10 years in content development for health care organizations

• Worked in marketing / communications roles in health care organizations

• Worked with various web content management systems

• Technology Experts

– Solution Architect

• Over 10 years in health care as Solution Developer and Architect

– Project Managers / Technical Implementation Leads

• Over 10 years as developer / project lead in healthcare technology

– Developers with extensive experience in

• Oracle WebCenter

• Microsoft SharePoint

• J2EE and .Net development

• Healthcare Integration

S l bili & il bili



Resource Scalability & Availability

• Global Technology Adoption

• Commercially Available & Supported Product

• Global Service Partner Eco-System

– Resources available across multiple partners

– Oracle Consulting

• Reference Implementation (eHA) based on SW Vendor Best Practices

• Certified training available for internal resources

– Developer

– Architect

– System Administrator

– End User



Example - Patient Experience Management

Wh t h ld th h lth id d ?



What should the healthcare providers do?



Redefining Patient E perience



Redefining Patient Experience

Registration

Procedure

RecoveryPain Control

Communication

Discharge

Patient Experience 1.0

Follow-up andmonitoring

Wellness andHealthy Lifestyle

Pre-decisionMarketing Sup

Patient Research/Decision Making

AppointmentScheduling

Registration

Patient Experience1.0

Rehab/ Support

Diseasemanagement

Patient Experience 2.0

COMMUNICATION

TRUST

CONFIDENCE

SATISFACTION

Q UALITY

INFORMATION EXCHANGE

EFFICIENCY

EASY ACCESS

PRIVACY

Key Strategies for Managing Patient Experience



Key Strategies for Managing Patient Experience

A Comprehensive Approach

1. Educate

7. Monitor

8. Manage

6. Recover

5. Intervene 4. Prepare

3. Diagnose

2. PreventCommunication

Transparency

EmpowermentEnablement

It’s not just about clinical ca

it’s about the entire experi

• From Pre-decision marketing s

to post discharge follow up

• From clinical care to financial

transactions

• From personalized care to enga

the family

Solution Puts Patients + Their Care + Privacy Needs At The Ce



Solution Puts Patients + Their Care + Privacy Needs - At The Ce

A well-implemented eHealth solution will help providers meet patient expectations,

while helping to improve cost & collaboration

PERSONALIZATION

Patients want their health care provider to know who they are and wh

they need as individuals

SECURITY Patients expect their privacy and security to be protected

BUSINESS-LIKE OPERATION Patients want their health care providers to be easy to work with

DEPENDABILITY Patients want predictability, consistency and dependability

TRANSPARENCY Patients, and their families, want to see and understand what ishappening to them

Patient Expectations From Healthcare Providers



Our Solution Approach

Future State: Solution Architecture



Future State: Solution Architecture

Oracle CRM SystemOracle Web Center Sites

eHealth Accelerator

Public Facing

Websites

Patient, Provider and

Employee Portals

Mobile & Tablet

ApplicationsSocial Media

Interactions

Hospita

l

System

sPharmacy

Systems

Physician

Systems

Public

Health

Diagnostic

Imaging

Lab

Systems

Physicians

Caregivers

Employees

Researchers

Faculty

Residents

Students

Portal FrameworkCustom Applications

Relevance & Optimization are Key to Meet these Goa



Relevance & Optimization are Key to Meet these Goa



The Evolution of the Online Channel



The Evolution of the Online Channel

Publish

Corporate

Website

Deliver

Rich Media

Extranet

Intranet Microsite

Mobile

Social

Social

User Generated

Content

Moderate

End-userPersonalization

Targeting

Analytics

PatientSite

Physician SStudent Sites

Research Sites



The Web Experience Management Imperative



The Web Experience Management Imperative

• For Web Marketers:

• Demand opportunities to engage with customers based uponup-to-the minute, contextual data – by segment, by location &by channel

• For Customers:

• Expect personalized & consistent experience with brandsacross online channels – “know me”

• For IT:

• Require integration of back-end & front-end systems to harmcustomer data & intelligence to meet marketing demands

Oracle Web Center



Oracle Web Center

Delivering the Connected Online Customer Experience

• Real-time customer segmenting &targeting across all online channels

• Integrated customer data & productinformation across all systems – wecommerce & CRM

• Optimized customer online experiewith high performance infrastructureall sites – web, mobile & social

Gartner Magic Quadrant: Oracle WebCenter Sites



Gartner Magic Quadrant: Oracle WebCenter Sites

“In August 2011, Oracle acquired

FatWire Software, a vendor that

was classed as a Leader in the"Magic Quadrant for Web Content

Management" in 2010.”

“Its infrastructure, middleware an

business application presence has

brought its WebCenter (formerly

Universal Content Management[UCM]) platform with its WCM

capability to the attention of many

influencers in large enterprises.”

eHealth Accelerator



• Build trust relationships and

increase patient retention

• Pre-built healthcare specific Web

site functionality

• Tools and best practices for

accelerated deployment and

reduced risk of first site

• Best-of-Breed Web Content

Management & Delivery PlatformOracle (FatWire) WebCenter Sites

Business User ROI

Element115

Oracle

Reference Implementation

Prebuilt Templates & Modules

Transactional Applications/ Tools

Why eHealth Accelerator?



Business Benefits:

• Lowers Initial implementat

costs

• Reduces complexity

• Rapid implementation

• Out of the box integration

capability

• Out of the box functionalit

• Pre-built business applicati

• Scales well over time

• J2EE Standards, Open Syste

y

Content Management Application

C o s t

Time

Enterprise CMS

Content Management Application

eHealth Accelerator

eHealth Accelerator Helps Deploy Next-Gen Patient Experience Management Solutio



• Provides for rapid deployment of public-facing websites

• Provides robust functionality supporting healthcare marketing best

practices of “Persuasive Architecture”

• Functionality reuse for Intranet and Patient Portals

• Includes Mobile website and social networking functionality

• Ease of use for authors, developers and administrators

• Part of the Oracle solution stack

eHA is a reference Implementation for healthcare provider consumer web sites, portals and mob

Over 50 healthcare providers use our eHealth Accelerator Solution

Sample Client Site Links



Children’s Hospital of Pi

of UPMC

p

Northwestern Memorial Hospital

• www.nmh.org

• Connections

• Brand Management

UAB Health System

• uabmedicine.org

• Patient stories

Adventist Health

• adventisthealth.org

University of Michigan Health

• uofmhealth.org

• Mott Children's

Hospital

North Shore-LIJ Health System

• www.nslij.com

• Neurosciences• Children’s

Adventist Health Hospitals

• www.chp.edu

New York Presbyte

• www.nyp.org

• www.childrensnyp.org

BMIQ

• www.bmiq.com

• www.sjch.us

• St. Helena Health

System

• AMC Portland

• www.tcgh.org

• Senora Health

SystemCCP

Sample Client Site Links

http://www.nmh.org/

http://www.uabmedicine.org/

http://www.adventisthealth.org/

http://www.uofmhealth.org/

http://www.nslij.com/

http://www.chp.edu/

http://www.nyp.org/

http://www.childrensnyp.org/

http://www.bmiq.com/

http://www.sjch.us/

http://www.tcgh.org/

http://www.tcgh.org/

http://www.sjch.us/



http://www.nyp.org/

http://www.chp.edu/



http://www.adventisthealth.org/

http://www.uabmedicine.org/

http://www.nmh.org/



p

University of Michigan Health

• uofmhealth.org

• Mott Children's

Hospital

North Shore-LIJ Health

• www.nslij.com

• Neurosciences• Children’s

New York Presbyterian

• www.nyp.org

• www.childrensnyp.org

BMIQ

• www.bmiq.com

Bell Helicopter

• www.bellhelicopter.com



http://www.nyp.org/



http://www.bellhelicopter.com/











http://www.nyp.org/





Delivering the Connected Customer Experienc

Oracle WebCenter



The User Engagement Platform for Social Business

Oracle Fusion Middleware

Oracle WebCenter User Engagement Platform

Sites Web Experience

Management

Portal Composite Applications

& Mash-Ups

Social Social Networking

& Collaboration

Content Enterprise Content

Management

Targeting Gadgets

Content Authoring

Content Delivery

Analytics

Mobile

User Generated Content

WebCenter Sites

WebCenter Sites: Driving Online Engagement Optimization



WebCenter Sites: Driving Online Engagement Optimization

The Right Tools for Marketing

& Customer Experience:• Best in class WCM

• Targeting, relevance andoptimization

• Social computing & UGC

• End-user personalization

with gadgets• Mobile & multi-channel

Highly Scalable Platform:

• Dynamic delivery for targeted& multi-lingual content

• Scalable edge-cachingarchitecture

• Robust product informationmanagement

• Streamlined management ofmultiple sites

• ECM integration

Best-in-class WCM Foundation



Best in class WCM FoundationBuilt for business users, scales to enterprise deployments

• Business user tools for content e& site management

• Large-scale product informationmanagement

• Scalable dynamic delivery for tar& multi-lingual/locale content

• Streamlined management of mulsites / large deployments

• Rich media management for the

Customer Segmentation & Targeting



Customer Segmentation & Targeting

• Flexible rules engine for creation o

customer segments & recommend

• Enables delivery of targeted contecampaigns

• Segmentation based on implicit(behavioral) and/or explicit (knownor characteristics) criteria

• Enables granular targeting based omembership in multiple segments

WebCenter

Analytics for Content Optimization



Analytics for Content Optimization

• Track aggregate usage of content asacross pages & sites

• Track effectiveness of targeted sitecontent for user segments

• Visualize results with in-context repo

• Understand site usage via behaviortracking

• Access comprehensive reports or cryour own

User-generated Content



gCreate a social & interactive online experience

• Add user-generated content to Websi

• Commenting, rating, reviews, blog• Business user administration &

moderation of UGC

• Enable UGC to drive the content odynamic sites

End-user Personalization & Syndication with Gadg



• End-user personalization using gad

dashboards on web pages• Quickly create new gadgets out-of-

box

• Gadget syndication for use onthird-party Websites

Mobile Channel Enablement



• Reuse content & edit navigation from

traditional website• OOTB mobile templates by device fam

• Edit mobile sites & traditional websitesame business user interface

• Device-based preview

• Automatic transformation of content &layout for thousands of device types

• Location-based services

• Comprehensive video & rich media su



Web CMS Demo

Real Life Web Content Management



Actors Role Definition

Occasional ContentContributor

• Uses the system once or twice a month• Mostly makes changes to existing content

• Generally uses the system on a reactionary basis.

Web Content Editor(Power User)

• Uses the system on a daily basis with a daily routine• Create new content, uploads digital media.• Generally uses the system to perform her job

Marketer • Uses the system to support marketing efforts• Creates new content and approves content for publis• Creates new landing pages to support ad campaigns

Site Administrator(Developer /Designer)

• Responsible for overall system and site managemen• Makes global changes to navigation and layouts• Manages the usage of the system and workflows

• Manages publishing tasks etc.



Portal

Business User Challenges



User Must Make the Connections

B

informdat

Qass

solutioIT invo

Highly relevant

and optimizedexperience

Seamlessintegration of

social servicesin context

IT Challenges - Traditional Solutions



SSO

LDAP

SAML

SSL

Mapping

WSRP

JSR286

API’s SOAP

BPEL

IDE

JSR170

CMIS

XSLTConnectors

Policy

Consi

Dat

Security

Context

Governance

Scalability

Utilization

Security /Identity

Integration

Consis

DataSo

Cost andcomplexity tointegrate into

businesscontext

DeveTime /

How to Bring it All Together?



A Comprehensive Portal Platform

Delivers role and/or

scenario based

personalization

Leverages existing LDAP

users/groups

Fine-grained permissioning

Built-in / Context-

aware social

components

Integrated Wiki,

Blogs, Forums.

Intelligent

Recommendations

Integrated C

System

Has prebuilwith Busine

Allows for e

customizati

Searches ac

content, da

services.

Prebu

integr

Enterp

Applic

Prebu

comp

Mash-

tools f

users.



Key Advantages of Deploying Oracle WebCenter Porta



BUSINESS USER IT DEVELOPER

• Easily compose business

solutions

• Respond to business needs

immediately

• Surface enterprise

applications to create custommash-ups

• Target mobile devices and

tablets

• Broad choice of development

tools

• Leverage business user

assembled scenarios

• Build reusable components

• Robust management andrapid upgrade cycles

Improved Productivity IT MANAGEABILITYEFFICIENCY

Tools for both Business Users and IT



EPIC Integration Options



1 - Single Sign-On Integration through Portal 2 - Implement Epic functionalities within

Pros:

• Easy & quick to deploy• Low cost of implementation

• User navigation can look seamless by having a

consistent navigation menu

• Single Sign-on ensures secure transactions

Cons:• Limited customization of Epic data on portal

• No ability to show Epic information ‘in-

context’ to relevant information on portals

• Overall customer experience may be limited

due to this approach

Pros:

• Opportunity to customize interface as ne• Ability to show content in context from

multiple systems, thereby providing mor

valuable information to customer

• Complete control over customer experie

on the website

Cons:

• Implementation costs can be higher

• Time-to-market for the solution can be h



Mobile

Mobile Apps



• Healthcare Mobile Strategy

– Mobile Web vs. App

– Device Compatibility – Development Approaches

• Examples

– Medical Avatar

– www.nslij.com



KEY FEATURES



Custom Branding – D i sp lay hosp i ta l logo

3D Anatomy – 9 d i f ferent anatomy

Personal izat ion – S e l f - por t r a i t o f the use r & ge nde r match

Health topics – Based on custo mer’s preferences

Targeted Marketing – Me ssage s & N ot i f i cat ions

Socia l Media – P ost sc r e e nshots and me ssage s on F B , T w i t te r & G +

Health Content – D i sp lay r e le v ant he a l th top ics

Physic ian Prof i le – S how r e le vant phy s ic ians

F ind a Physic ian – Easy se ar ch base d on e xpe r t i se r e qu i r e d

Serv ice Page – D i sp lay se r v ice s pr ov ide d by hosp i ta l

Request an Appointment – Easy appointme nt c r e at ion

Maps & Direct ion – L ink hosp i ta l locat ion

Other Resources – Prov ide other information as required



Social



Leverage Existing Social Media Sites Implement Custom Social Solutio

Two Key Forms of Social Media Usage



Leverage Existing Social Media Sites(like Facebook, Twitter, YouTube, etc.)

• Purpose:

– Post messages, announce news about products, etc. – Get quick feedback & engage with global audience

– Marketing to large number of people through likes &

comments

• Pros:

– Quick setup with virtually no costs

– Ability to reach large number of people (esp. local)

– Possible viral marketing if implemented correctly

• Cons:

– Very unstructured way of collaboration through many

social sites

– Limited branding/customization of social media pages

– Don’t own the information on social media pages

– Chances of negative viral publicity is high

Implement Custom Social Solutio

(Employee blogs, Knowledge Management wikis, Ide

Team collaboration portals, etc.)

• Purpose:

– Provide a platform to management, emplcustomers and partners to interact with o

in a highly effective and structured way

– Integrate with existing infrastructure

• Pros:

– Structured feedback collection & action

– Increased efficiency for various stakehold

– Complete branding integration

– Seamless integration with existing infrastr

thereby improving overall customer expe

• Cons:

– Costs money to implement

– Requires support services for system mon

maintenance, etc.



Streamlined Content Publishing to Social Media Sites



Social MediaOracle

WebCenter

Sites

Themes / Campaign

Locations / Events

Photos

Blogs

FanPage

Videos

Tweets

Publishing Content Across Multiple Channels including Social Media



Content Management System

• Content Creation

• Content Publishing

External Website Internal Portals Mobile Portal Social Media Sites

Other social media features

• ‘Like’, ‘Comment’, ‘Follow us’,

Following’, etc. integration wit

• Blogging, Wikis, Community F

within Portals

Blogs / RS

Create content once, publish to all

channels at a time



ORACLE - CRM System



CRM System – An Example Use Case



Sample Patient Experience - Existing

Existing Patient Experience – Knee Replacement



Preliminary checkPatient feels knee pain Search diagnosis on web Pre-evaluative Screening

Treatm

Li

Procedure discussionSurgery for entire groupGroup rehabilitationDischarge formalities

Existing Patient Experience – Key Challenges



Online data not

reliable and

conflicting

Patient may

not sign-up or

delay booking

appointment

No follow-up

with customer

on subsequent

steps

Patient’s family

are unprepared

No follow up

after discharge

Limited

personalization

of information

provided

No personal

tracking of

work-outs

Preliminary checkPatient feels knee pain Search diagnosis on web Pre-evaluative Screening

Treatm

Li

Procedure discussionSurgery for entire groupGroup rehabilitationDischarge formalities



Next-Gen Patient Experience

Redefining Patient Experience – The Future Vision

Steps:



Patient feels knee painUCMC is a trusted source and redirects to

Knee Replacement micro-site

Steps:

• Patient logs into UCMC website

• Uses body symptom finder

• Finds Condition

• Visits condition micro-site

• ‘Contact Me’ is popped-up

• Patient fills in details

• Info saved into CRM

• Customer rep calls up patient

• Books an appointment

• Confirmation email sent

• Links provided for pre-visit forms

& other documents

Body Symptom

Online Registra

Follow-up Appo




Patient feels knee painPatient visits UCMC as a trusted source.

Then visits UCMC micro-site specific to

Knee Replacement

Steps:

• Patient are prepared with forms and questions

• Provider performs pre-evaluative screening & confirms condition

• Patient provided with a business card with link to website and code for self-registration

• Patient logs into website and registers using the code

• The code is unique for each condition & personalizes site accordingly

Preliminary check & screening

for knee replacement

Online self-registration






Knee Replacement

Steps:

• Portal enables the patient to:

• Interact with other patients with similar condition

• Decide which group & liaison the patient wants to join and work with

• Book appointment date for subsequent sessions

• Read through the procedures / view videos

• Fill up forms / print forms for any subsequent visits to the hospital

• Send reminder emails / follow-up call based on progress on status bar Personalized Portal

Login & PersonalizPreliminary check & screening







Knee Replacement



Liaison walks group

through the pro

Steps:

• Patient group are provided additional info during the group session

• Patient invite family members on portal to plan their visit including:

• Hospital introduction online (videos / maps / etc.)

• Getting details of the procedure (videos & documents)

• Statistics about recovery and other procedure info

• Order their meals for their stay at hospital

• Selection of rooms post surgery (images/videos)

• Checklist of things to bring during the stay

• Do’s and Don'ts during the procedure

• Contingency planning

• Details of service, etc.

Patient invites family to plan

their visit for procedure


Steps:





Knee Replacement



Liaison walks group

through the pro

Steps:

• Patient and the family are reminded through an email a week before the procedure

• Family of the patient can view videos / details of a sample procedure on their mobile devices during surgery

• Surgery occurs for the entire group of patients on the same day

• Post surgery, the patients can manage online the following:

• Medication list

• Rehabilitation progress details and share it with rest of the group

• Discharge instructions & follow-up plan

Patient undergoes

procedure

Discharge formalitiesPatient invites family to plan


Mobile Portal &


Steps:





Knee Replacement



Liaison walks group

through the pro

Steps:

• Email patient to subscribe to newsletter for any additional information

• Follow-up with Patient on a weekly basis to track progress online

• If the progress isn’t made, notify nurse / caregiver / family to reach out to the patient • Email patient and family to provide feedback & share experience with other patients

• Engage patients and families to answer queries raised by other new patients on the online community portal

• Share positive reviews on social media sites (including Facebook comments, likes, etc.)

Patient undergoes

procedure

Discharge formalitiesPatient invites family to plan


Follow-up &

Feedback

Summary: Next-Gen Patient Experience Significantly Boosts Referrals & Bri

Additional Revenue

Integrated Patient Experience Solution



Specialty Microsites & Patient Portals

Helps patients

engage with

provider, caregiverand other patients

having similar

conditions.

Integrated with CRM

tools for follow-up.

Mobile Portal & Apps

Customized and

highly interactive

mobile application &

portal delivering

patient care,

condition and

hospital information

Physician / Caregiver / Employee Portals

Collaboration platform

for Physicians,

Caregivers and

Employees to interact &

share information

among one another &

with patients

External Website

External website

acting as a trusted

advisor for patients

and families to refer

to for any symptoms /

conditions

CRM

LeadMgmt.

Sales

Follow-up

Feedback

• Seamless & well-integrated end-to-end patient experience

Key Benefits of Next-Gen Patient Experience



• Proactive management of patient condition leading to increased convers

referrals

• Grow business through engaged patients & their family

• Increased patient & caregiver satisfaction

• Reduce costs through automation & patient participation



Solution Topology



Web Content Management System

Databases Images / files

/ digital assets

Documents

XML

Public Website Micro-Sites Other Sites

- CRM Systems

Integration Services(Web Services, RSS, Batch Data Loaders)

PortalIntegration Tool to aggregate content & transactio

communities and collaborate

Content

Portlets

Transactional

Applications

Portlets

Community &

Collaboration

Portlets

Patient

Portal

Caregiver

Portal

Employee

Portal

Single Sign On

- Healthcare Data ModelOracle /

3rd PartyOracle

Enterprise Content Repository

Next Gen Patient Experience - UCMC v1 (1)

Documents

Transcript of Next Gen Patient Experience - UCMC v1 (1)