Transitioning to a Hybrid, Personalized Care Delivery Model: Best Practices and Insights

ICYMI, Laura Westercamp, managing director at Accenture, moderated a webinar last week, Transitioning to a Hybrid, Personalized Care Delivery Model: Best Practices and Insights, featuring Nick Wilson, general manager and business leader, Philips Ambulatory Virtual Care, and Drew Schiller, co-founder and CEO, Validic.

                                   

 

Among the key themes discussed were:

Patient expectations for personalized care and key factors driving the evolution.

Drew Schiller: “Consumers have far more choice in healthcare than they have before and we know that when consumers don’t the experience they receive, it’s easier than ever for them to go and choose a different service. Personalization is not just something we expect in healthcare; it’s something we expect everywhere.”

Nick Wilson: “Personalization needs to scale up to the digital natives who have these expectations of sophisticated interaction patterns with the healthcare system or with the tools they’re being asked to use, but also scale down to very basic blocking and tackling, as in, ‘I work third shift, please don’t call me for a coaching call about my diabetes at eight in the morning when I’ve just gotten home and trying to go to bed.’”

How the trend toward personalized care is impacting traditional care delivery models.

NW: “Many [healthcare providers] are going to this concept of a standard of care that is site agnostic…if I’m putting a patient in my bed in my facility or I’m putting a patient in their home bed, how do I make sure that I have a standard that is consistent and I can react and deliver the right care to that patient, regardless of the bed they’re in?”

Key components necessary for transitioning to hybrid, personalized care, obstacles faced, and strategies to overcome them.

NW: “If it’s not working inside of the clinical workflows that the clinicians are already in, every day, you are dead in the water. Every other component doesn’t matter…we all hear about staffing and overwork…clinicians and especially nurses leaving the profession…being inside of the workflow is absolutely critical.”

DS: “This is not a technology challenge. We, collectively in the industry, have had the technology to implement these programs for a while. It’s really an operational challenge to help transition how care is delivered inside an organization. And what we’ve found is that our most successful clients are the ones that start and iterate, but they always have the end in mind.”

How technology and data analytics trends may shape the future of personalized healthcare.

NW: “This idea is embedded in data we might be clinically collecting as a matter of course, if I can use AI to learn something more clinically meaningful than I know today. Mayo is doing work in that [area]. Philips is doing work. Tons of companies are looking at, ‘How can I use AI to learn more from the same data we already collect?’”

DS: “How can we use the technology to help clinical teams understand how to prioritize their resources and know that everybody else is okay?...If a radiologist is reviewing 200 images, how do we know that the first one is the one that needs to be reviewed first?...If a nurse is going on rounds to 30 beds, how do we know that the bed they go to first is the one they should go to first?…If a care manager is making 200 phone calls in a day, how do we know that the first phone call is the one that’s most important?...These are the areas where technology can make a really big difference.”

To hear more of their enlightening discussion, listen to the full webinar recording on our YouTube channel.

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