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National Health IT Week with CareCognitics and Shereese Maynard, MBA

National Health IT Week with CareCognitics and Shereese Maynard, MBA

For National Health IT week, I caught up with Shereese Maynard, MBA. She is a healthcare strategist and works with physician practices to improve their compliance and business practice.

Janae: Why is Health IT important to healthcare?

Shereese: Health IT is important to healthcare because it’s instrumental in making healthcare more seamless for the way we live now. We access care and treatment in more ways than ever before. Technology makes remote monitoring, real-time coordination and credentialing, and patient engagement possible. Consumerism is now measurably affecting how we coordinate care. Like other industries, healthcare needs to evolve to better serve consumers. Technology enables this idea.

Janae: What does “I Heart Health IT” mean to your leadership with physician practices?

Shereese: I feel very fortunate that I have the opportunity to speak to physicians in a way few people get a chance to. Physicians depend on me to tell them the truth about health IT adoption and the +/-ROI equation. These conversations can be difficult and complicated due to a physician’s lack of HIT knowledge and limited budgets. Using a good health IT implementation strategy and risk assessment, I’m able to speak in practical term with the most skeptical physicians. Good health IT are my assistants, the sort of silent salesperson in the room. That’s why “I Heart Health IT”

Janae: What would you tell providers about Health IT and why it is important?

Shereese: I tell providers health IT adoption is happening with or without them. Patients are adopting HIT at faster rates. Being able to give patients the best care possible without sacrificing the doctor-patient relationship is possible when a proper health IT strategy is put in place. I explain to providers that pushing back against health IT adoption could make them less competitive and may drive patients away. I give physicians a basis for a good HIT strategy and +ROI plan. I also advise them to measure the success of their HIT project twice before expanding or upgrading to new systems.

Janae: What is the biggest hurdle for Physician practices and technology?

Shereese: The biggest hurdle, in my opinion, is education. Physicians are challenged for time. Finding, assessing, and adopting person-centered technology takes savvy. Physicians don’t possess the education or the time needed to get educated when it comes to selecting good Health IT products.

Janae: During Health IT week- what do you think physicians should know about patient loyalty and how it impacts their practice?

Shereese: Doctors have to embrace the idea that the definition of loyalty has changed. We’re no longer loyal to the doctors we’ve had for the past ten years; we’re loyal to the doctors who can service our families’ needs in the most convenient way. Engagement is not just a buzzword; it’s a long-term strategy for sustaining patient relationships and ultimately, our practices.

More about CareCognitics:

CareCognitics is dedicated to improving Patient Experience and Patient Loyalty. We believe patients need technology built around their needs and Healthcare technology can facilitate great experience and help practices get better reimbursement and better patient outcomes. Carecognitics would love to meet with you

More about Shereese Maynard:

Raised in Maryland, Shereese holds an MS in Healthcare Administration and an MBA from the University of Maryland. She practices nationwide, with current projects in New Mexico, Pennsylvania, Virginia, DC, and New Jersey. Shereese is the current block chain uses in healthcare SME for Prism IT of Atlanta and was considered for the Astellas Cancer Care prize for her development of the P.A.C.C.T app, a care plan and tracking model for secondary cancers and survivor ship initiatives in rural communities. She was voted outstanding member and leader for NHSTC, 2006, was named subject-matter expert for MyCity4Her’s health care tech initiative in Baltimore, Maryland, and sits on numerous health care planning boards throughout New Jersey, Maryland, and DC. Shereese is a keynote in the areas of program development, strategic design, corporate social responsibility investing, and blockchain. Shereese can be found on Twitter @Shereesepubhlth & Instagram @shereesem.

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Align with Patient Goals: Jen Horonjeff with Savvy Co-Op

Align with Patient Goals: Jen Horonjeff with Savvy Co-Op

CareCognitics caught up with Jen Horonjeff for National Health IT week to talk about patient experience.

Jen Horonjeff, PhD has been involved in extensive research about patient experience. As an expert in patient research, she started Savvy Co-op, a patient-owned co-op that works with companies and researchers to ensure that the patient perspective was better understood in healthcare.  I wanted to talk to her about Patient Experience and how their startup is working to ensure better information exchange to innovators about patient needs and improving healthcare. This week for National Health IT week we can look at some of the major problems that healthcare has with technology. A lack of involvement from patients has contributed to many of them.

Janae: What do you think about patient centered Health IT?

Jen: Technology should should solve actual problems that patients are having. The trouble is that there are so many different stakeholders in healthcare, and sometimes companies lose sight of who is the end-user or affected by the product. There may be times an insurance company is paying for product to be used, therefore is developed from their perspective, which could be meaningless or cumbersome to the patient, leading to low adherence.

Another scenario may be where the patient isn’t the end-user, but they are still affected by the technology. For example electronic health records systems may make patients feel disconnected from a provider sitting behind a computer checking boxes, instead of facing them while they talk. Involving patients in the design would have helped identify core issues and problems sooner.

Janae: What do you think about Patient Loyalty Programs?

Jen: There are a lot of programs out there that are designed to produce certain behaviors. Gamification and loyalty programs need to have aligned goals. Take the example of a patient taking their insulin. An insurance company’s goal may be to have less admissions to the emergency room and lower healthcare costs. The patient’s goal might be to go to their child’s weekly soccer game, and taking insulin might enable them to do that.

The end action might be the same–the patient is taking their medication–but it may need to be framed in a way that has an impact on the patient’s lives. Therefore loyalty programs and gamification need to identify the personal goals and priorities of the patient and be structured and anchored accordingly.

Janae: Do you think all patients know what motivates them?

Jen: There are different ways to identify priorities and motivations of patients. There may be instances where you want to ask them direct questions, and other times where you want to observe them or ask them to share other stories in order to see a more complete picture of their life,  behaviors, and challenges they face despite their motivations. Understanding motivations and barriers is a critical component that should not be overlooked. It takes time and resources, but without it your product may significantly miss the mark. Savvy helps companies connect directly with patients to ensure they get the insights they need to build better products and services.

CareCognitics cares about patient centered technology that creates value for patients.
We would love to meet with you- Find our contact form HERE.

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Patient Loyalty: the Net Promoter Score of Patient Experience

Patient Loyalty: the Net Promoter Score of Patient Experience

National Health IT Week with Sunny Tara and CareCognitics #NHITweek #IHeartHIT

Patient Loyalty is the Net Promoter Score of Patient Experience. Catching up with Sunny Tara about National Health IT Week and Casino Loyalty was great. I am impressed with the high adoption of their technology and their relentless focus on bringing value to the patient experience. They use adoption to direct if they are effective at their mission of improving Patient Loyalty using Technology.

Janae Sharp

 

Janae: Why is Health IT important to healthcare?

Sunny: I can’t think of any other industry where technology can play more pivotal role than in Healthcare.  You take any technology trends from 3D printing, block chains, AI/Machine learning, big data, IOT,.. some of the best examples like 3D organ printing, precision medicine/genomics, robotics for minimally invasive surgery and the list goes on are all practical implementation in Healthcare that are driven by technology.   We are witnessing digital transformation in healthcare which will change how we live and how long we live in the future.  It is truly exciting and the opportunities are endless.  At the same time, you can’t think of an industry that is more behind times when it comes to patient experience and care delivery.  You can’t get appointments for weeks, you are waiting endlessly at the physician’s office, even the airline has figured out a way to send alerts when the flight is delayed. It almost seems like you are living in a first world and third world at the same time when it comes to healthcare.  I feel technology can collide these two worlds to create a better healthcare for everyone.  Health IT is at important cross roads, does IT in the future drive innovation, growth, creating solutions that deliver value and easy to use or will it be reduced to just a governance role.  I am by no means undermining the importance of governance but it should not be the only role IT plays in the future of healthcare.

Janae: What would you tell providers about Health IT and why it is important?

Sunny: I feel, if you have to tell providers about Health IT then IT is already in a bad place.  I feel good organization should get NPS from their customers (marketing, sales, products, operation, clinicians,…) they serve.  Would they recommend them to their friends?  Would Health IT in your organization be sustainable if it was a company on its own?  It should never be about the technology or IT but always about the value technology or IT delivers to its users.  Healthcare is no different

Janae: What made you switch from Casino Technology to Healthcare Technology?

Sunny: I feel there is a lot more that healthcare can learn from the Casino industry once you past the stigma of gambling.  In Healthcare, we can’t even motivate patients to see a doctor for a free annual wellness visit and while the Casino industry has figured out a way, what it takes to fly someone a 1000 miles and even though most of them will lose money, they can’t wait to come back.  Why is that?

Just as in Casino, you cannot change the odds of winning but one can provide positive experience!  Similarly, in Healthcare, one cannot change your chronic conditions but we can change your care experience, we can provide the support and tools so the patients don’t fall off the plan and we can manage their chronic conditions better.

 Casino’s have mastered the art and got this down to a science, to create customer loyalty through positive customer experience. Our mission at CareCognitics is to apply casino loyalty principles and data science to improve the care experience of millions of people with chronic conditions.

Janae: During Health IT week- what do you think physicians should know about patient loyalty and how it impacts their practice?

Sunny: Thanks to Jeff Bezos, Warren Buffet and Jamie Dimon for bringing this front and center in Healthcare. Today the media is flooded with patient experience and patient engagement.  It has made it so much harder for physicians/providers to know what is real and what is practical.   What tools/technology are we providing physician to deliver patient experience?( I don’t’ even know if physicians have recovered from their eHR experience to give technology another chance and I don’t blame them).  How would we measure patient experience in practical way?  It is my belief that Patient loyalty is the NPS of Patient experience.  Think about it?  In your personal life have you been loyal to a brand ever that provided you with bad experience, doesn’t engage or appreciate your business and you don’t trust the quality of the product or service. If you pick any credit card or airline or any other loyalty program that you value the most, you will find three common things:

  1. The brand always provides great positive experience.
  2. The brand engages with you proactively and rewards you (recognition, experience, gift cards, reward points) for your business
  3. You trust the brand for the quality and its value proposition is transparent

Loyalty is a practical way for physician to improve profitability, differentiate their practice with positive patient experience and helps build a relationship of trust (“my doctor/his office staff cares for my well being”).

 

Want to hear more? Set up a meeting with CareCognitics

Find out more about #NHITWeek online. Carecognitics is a proud partner of National Health IT Week

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Why Patient Experience Drives Health IT

Why Patient Experience Drives Health IT

Technology Enabling Patient Loyalty with Vishal Agarwal #IHeartHIT #NHITweek

I caught up with Vishal Agarwal for Health IT week to ask about how health IT impacts patient care. I asked him: Why Healthcare IT? As a seasoned technologist, he made the switch from the Retail and Hospitality Industry to Healthcare.

Physicians need technology that enables better patient care. They deserve technology that they like to use and that patients like to use. During National Health IT week and beyond, CareCognitics leaders want to create better Patient Experience and see better experience as better for revenue, outcomes, and physician satisfaction.

Why is Health IT important to healthcare?

Technology has transformed many industries and it has transformed health care too. We are now using artificial intelligence to detect cancer, we are using genetics to develop personalized medicine, the list goes on. Yet, when it comes to care delivery we live in stone ages. Southwest can send us alerts that our flight is delayed but at our PCP’s office we wait for hours for our turn even after being on time. Amazon can send us alert that our dish washing liquid may be running out, but we never get pro-active health alerts from our PCP. It is not a lack of intent from the PCP office, it is lack of technology. At CareCognitics we want to empower health systems with technology that help them bridge the gaps in care delivery and transform the patient experience.

What made you switch from Retail and Hospitality Technology to Healthcare Technology?

I don’t see it as a switch, we are still building technology that empowers organizations to surprise and delight their customers. These customers happen to patients just like you and me. As Entrepreneurs, we like to solve difficult problems that have big impact. Re-defining patient experience and closing gaps in care-delivery fits the bill. We have partnered with brilliant physicians and create technology to enable them to do their work. Healthcare needs high quality technology designed for patient experience.

During Health IT week- what do you think physicians should know about patient loyalty and how it impacts their practice?

Loyalty is misunderstood to be rewards. Loyalty at the end translates to trust and expectation. Trust that “My doctor does what is best for me” and expectation that “My doctor cares for me, respects me and will be there for me”. To be able to do this at scale, you need to mix technology with human touch. Loyalty for us is not just about improving patient health. When a practice has technology that patients want to use, that drives better adoption and reimbursement, it is doing it’s job. This year during health IT week we want patients to have a good experience. Healthcare IT should compete with all the other things a patient can invest their valuable time and money into.

 

Janae Sharp

I would love to hear about your experiences managing a physician practice and creating patient loyalty. Please connect with me online or reach out directly to CareCognitics HERE.

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National Health IT Week with CareCognitics and Shereese Maynard, MBA
Align with Patient Goals: Jen Horonjeff with Savvy Co-Op
Patient Loyalty: the Net Promoter Score of Patient Experience
Why Patient Experience Drives Health IT