Improving Healthcare Experiences with Collaboration: Case Studies

– July 20, 2017 – 2 Comments

Google search for technology in health care. The results will include the latest medical devices, biosensors, robotics and others. These innovations are doing incredible things to improve medical procedures and results. But the patient experience extends beyond robots and devices.

At the very heart of the system, health care is about collaboration between caregivers and patients. The most basic part of health care is the interaction of people with people. Where does technology fit into the equation? Collaborative technology, including incorporating videoconferencing, may:

Allow people in remote areas to access care that would otherwise require hours of travel
Leverage specialists in all institutions to provide specialized expertise to more patients
Help caregivers confide across geographic areas to deal with complex cases

Throughout this time, performance and growth were at the forefront of CIO health care . Health organizations must allocate expenses as any other company. Where do you put money to make the most of it? Here again, collaborative technology has benefits for both providers and patients.

Video appointments can be an effective option in many scenarios. Remote appointments are often more cost effective, minimizing the impact on staff and medical services. For example, a video consultation can help a caregiver direct a patient to a walk-in specialist in person for referral. In Houston, Texas, doctors at the 9-1-1 call center sort patients to assess their immediate needs, often avoiding expensive ambulance trips (see video below).

Up to 77% of American consumers would consider a virtual visit with a health care provider – and 19% already have – according to a survey by The Advisory Board Company .

In a Reach Health Study of 2017 93% of health professionals identified "integrated audio and video for patient engagement" as the most valuable feature telemedicine systems. The study also identified the main objectives of telemedicine programs as follows:

Improve outcomes for patients
Increase patient commitment and satisfaction
Improve patient convenience
Provide remote / rural patients with access to care
Improve the leverage of limited medical resources

Read on for examples of how organizations around the world are improving patient care and business processes:

North and East London Commissioning Support Unit
NYC Health + Hospitals
London Health Sciences Center of Ontario
The Steadman Clinic
Lee Memorial Health System
Emergency Services of the City of Houston

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Support Unit for the commissioning of the North and East of the United Kingdom (NEL CSU)

Simplifying access to care

NEL CSU worked with Stellar Healthcare to create HealthConnect, a cloud-based service for booking secure video consultations with physicians. When patients call to make an appointment, the receptionists do the initial triage to identify the appropriate cases for video calls.

The service has proved very popular with patients. Wait times are shorter and patients can meet their general practitioners at home or even work. This is particularly useful for patients with full-time jobs, young children, chronic illnesses or reduced mobility. Everything works on the N3 network of the UK National Health Service, ensuring that the information remains private.

"The use of video has improved the quality of remote consultations and makes our support more appropriate for each individual, and also for younger, tech-savvy patients."
Debbie Bodhanya , CEO, Stellar Healthcare

Stellar Healthcare estimates that video consultations could reduce missed appointments by 40% while improving the productivity of consultation time by up to 70%.

Learn more about how NEL CSU and Stellar Healthcare work together in the complete case study.

Correctional Services of New York

Reaching an often forgotten population

NYC Health + Hospitals is the largest municipal health care system in the United States. Inside, the Correctional Services Division maintains a clinical presence in each of the city's 12 prisons. In the past, prisons had to transport prisoners to public hospitals for specialized care. Not only was it expensive and time consuming, but there were obvious security risks.

"Many specialized care interactions do not require a live visit with the patient, and in these situations, telehealth is an ideal solution."
Dr. Erick Eiting, Director of Specialized Health Services and Services of Emergency Correctional Services

Omitting transport also helps patients. "Patients are also in a better state of mind to interact with us because they have not only experienced an exhausting transport experience," says Dr. Vingh Pham, who sees patients with the Bellevue Hospital. "Every telehealth session has ended on a positive note without security incidents."

[Traduction] "Telehealth is also more flexible: we can move from one facility to another and schedule consecutive sessions without anyone moving," says Dr. Eiting. "We do a lot more in a lot less time."

Learn more about how NYC Health + Hospitals improves health care for the correctional population.

Ontario, London Health Sciences Center in Canada

Increasing productivity and improving training

With 15,000 employees, the London Health Sciences Center and St. Joseph's Health Care London use collaborative technology to reduce travel, streamline workflows, and improve communications among specialists.

"Having a strong platform for digital health is vital – we are able to work more efficiently, flexibly and securely, and deliver better results and quality care for our patients. "
Glen Kearns, CIO

Like many hospitals, pagers were still prevalent at London Health Sciences, with 6,000 employees using them. The transfer of 2,000 users to Cisco Jabber has reduced costs and increased productivity. For example, clinicians can see coworker availability and use chat to solve problems in real time.

The video component of Cisco WebEx also had a huge impact. Beyond the effectiveness of time, WebEx allows the hospital to train users in various locations during a single session. With Canada's minimum annual requirement of 50 hours of training per physician, video solutions save time. He adds: Saving about 100 hours of a doctor's time each year translates to up to 600 additional patient consultations.

Learn more about how London Health Sciences Center uses collaborative solutions to improve business processes.

The Steadman Clinic

Advanced in Sports Medicine and Orthopedics

The Steadman Clinic is a world-renowned orthopedic institute specializing in performing complex surgeries. Patients come from all over the world to be treated by the surgeons of the clinic.

"[Cisco] Spark is a unique technology that enables collaboration between all aspects of a business, an organization and, for us, the delivery of health care." Dan Drawbaugh, CEO, The Steadman Clinic

The implementation of Cisco Spark and peripherals such as Cisco Spark Board has allowed The Steadman Clinic to improve communication within the organization as well as with others medical institutions worldwide.

Lee Memorial Health System

Recording critical minutes with mobile video

Lee Memorial Health System has set up "mobile pagers" to extend stroke care services through its hospitals. When patients arrive in the emergency room with stroke symptoms, staff use carts to connect remote physicians to patients using Cisco and Jabber videoconferencing.

These quick connections with the doctors on call can help save crucial minutes in the treatment. Neurologists can assess a patient within minutes of the emergency physician's call from any remote location. After an assessment, the neurologist is immediately accessible to consult the video care team.

"There are obvious benefits to our community in the level and speed of care we can provide." Dr. William Carracino, Neurologist, Lee Memorial Health System

The solution also gives patients more face-to-face time with doctors because doctors spend less time moving between patient rooms.

Learn more about telestroke trolleys Lee Memorial Health System in the full case study.

Emergency Services of the City of Houston

Use our case study index to search by industry, technology, location or products to find more case studies of organizations using collaborative technology Cisco.

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