Care Delivery: The Role of A Virtual Care Communication Platform at - - PowerPoint PPT Presentation

Using Technology to Optimize Care Delivery:

The Role of A Virtual Care Communication Platform at Trilogy Home Healthcare

January 2019 Confidential

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Agenda

• Role of Virtual Care in Home Health
• Trilogy’s Objectives for Virtual Care
• Patient Interest in Virtual Care
• Success Stories and Lessons Learned
• Testimonials
• Future Use Cases

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Context

• Home Health Care agencies may spend more time

driving to/from patients vs. treating patients

• At-home / at-risk patients - the “sickest of the sick”

rely on EMS and/or the ER when a Home Health team member is unavailable or a clinician cannot be present

• Virtual care can bring compassionate care closer to the

patient – and in a more convenient, cost-effective, and collaborative manner for a Home Health Care agency

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• Established in 2016 by industry experts with over 30 years in home

healthcare operations

• Spanning 30+ counties throughout the state of Florida
• Strives to provide the most optimal care to patients in a fun, forward-

thinking environment

• Offers a mix of services – SN, PT, OT, Speech, MSW, HHA –

complemented by cutting-edge care and education to our licensed clinicians

• Emotional and Behavioral Health with our Psych Nursing
• Biofeedback for Bladder Incontinence and Pelvic Pain
• Chemotherapy, IV Hydration, Antibiotic and Respiratory Therapy

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“We are dedicated to delivering compassionate care to our patients and we were interested in introducing technology to get desired patient

• utcomes and reduce hospital readmissions…

With Synzi’s platform, our clinical staff can better connect with our clients, giving us more touch points with them while improving patient engagement.”

• - Dale Clift, Executive Chairman of Trilogy

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Training Trilogy Staff

• 1. Referred to it as a “Communication Platform”
• Engages the patient
• Helps the patient feel less isolated
• Brings in remote family members into the virtual visit
• 2. Highlighted the intuitive user experience
• 3. Conducted role-playing exercises
• 4. Started with 1 location before expanding thru Florida
• 5. Received feedback and responded quickly

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Virtual Care Implementation at Trilogy

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• Address Trilogy’s top diagnosis codes for hospital readmission
• Use the Synzi platform to engage these patients to take the

appropriate action (e.g. take their medication)

• Focus initially on specific patient populations:
• Owners of smart devices; comfort level with technology
• Chronic conditions including CHF, COPD, and/or Diabetes
• Structure core program across conditions
• Allow for customization by condition, Trilogy office location, and

provider group

• Leverage multiple channels (e-mail, SMS/text and virtual visits)
• Factor in patient preference on communication modality

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Reflecting Patient Interest in Virtual Care

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Critical for Reducing Readmissions

Source: Advisory Board Virtual Visit Consumer Choice Survey

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Example Engagement Programs

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MI and Heart Failure 15% Readmission Rate for Medication Non-Adherence Pneumonia 20% Readmission Rate for Medication Non-Adherence COPD 20% Readmission Rate for Respiratory Issues THA/TKA 4% Readmission Rate for Medication Non-Adherence (Infections)

In-person Discharge Visit SMS on Patient Education In-person Program Completion Visit Required 48 Hour Virtual Visit Supplemental Virtual Visit Daily Medication Reminder In-person Discharge Visit SMS on Patient Education In-person Program Completion Visit Required 48 Hour Virtual Visit Supplemental Virtual Visit Daily Medication Reminder In-person Program Completion Visit Supplemental Virtual Visit SMS on Patient Education In-person Discharge Visit Required 48 Hour Virtual Visit Required 24 Hour Virtual Visit In-person Program Completion Visit Supplemental Virtual Visit SMS on Patient Education for Wound Care In-person Discharge Visit Required 48 Hour Virtual Visit to Monitor Infection Daily Medication Reminder

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Engaging Patients Based on Risk

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Monitor patient engagement and compliance; optimize staffing Flu Reminder In-person Visit

High Risk 30 Days Low Risk 90 Days Moderate Risk 60 Days

Virtual Visit Virtual Visit Secure Message Virtual Visit Secure Message Virtual Visit Email or SMS Virtual Visit In-person Visit T elephone Call Email or SMS Secure Message Email or SMS Secure Message

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Benefits to Key Stakeholders

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No Transportation Required Care Team Collaboration Eyes on the Patient, Plus the Home Patient Preference in Modality Retained Revenues and Improved Clinical Measures Resource Utilization

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Trilogy Success Story #1

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Use Case: Male Patient

• Limited mobility due to breathing difficulty.
• High blood pressure for the past five years
• 3 Emergency room visits in the past five months
• Recently diagnosed with COPD

Typical Action

• Respiratory Therapist drives to patient house for education.
• Agency incurs costs / liabilities associated with drive time and in-person visit (respiratory therapy is non

reimbursable)

Virtual Visit Results

• Emerging situation easily determined during virtual visit
• 2 hour time savings for each virtual visit
• 1 ER visit averted

Benefits

• Productivity gains: Respiratory Therapist can care for 4 more patients virtually in the 2 hours time

savings

• Cost-effective care delivery: Healthcare system saves $1,917 (cost of average ER visit per Health Care

Cost Institute report). The AQHR estimates the average cost of a readmission for a patient as $13,800. Agency realizes savings from reduced windshield time

• Patient satisfaction: Feedback was positive due to convenience, quick delivery of care, and overall

favorable to future use of the technology

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Trilogy Success Story #2

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Use Case: Patient’s Remote Family Member

• Patient has had a health decline and is moving from her independent home into an assisted living community.

Her daughter is very active in her care but lives remotely

Typical Action

• Daughter has concern and guilt for not being able to be part of mom’s care
• Daughter travels from New Hampshire to be able to part of mom’s transitional care
• There are communication discrepancies between mom and daughter in regard to what took place during her

home health visit

Virtual Visit Results

• Family more involved in patient care
• Medical Power of Attorney role facilitated by virtual visit
• Daughter feels more engaged with mother’s care.

Benefits

• Transportation savings: Remote family member can avoid travel expenses such as lost wages, flights, car

rental, hotel, etc.

• Quicker care decisions: Remote family member can be more aware of the care continuum and approve next

steps in the transition of care on a more timely basis

• Patient satisfaction: Patient feels less isolated

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Lessons Learned

• The most surprising bi-product of Synzi was patient satisfaction
• 1. Feelings of depression decreased
• 2. Feelings of isolation minimized
• Soft roll outs to branch offices doesn’t work
• Having a virtual care liaison in each office is essential for

success

• Education to different departments should be limited to a need-

to know basis

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Patient Testimonials “Thanks for the great and compassionate care that I received, when I was with Trilogy. Your nurses and appointment and medication reminders through text were key in my recovery”

Louis Libby

“Just knowing that in one call, I can have a nurse there to answer my questions or look at my wound by video, gives me piece of mind”

Nancy Palmer

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Staff Testimonials

“Synzi has been a great tool in keeping us in the forefront of a very competitive market”

Sarah Trantham- General Manager in Estero

“I can’t help but wonder if being progressive with technology and virtual care helped position us to become a preferred provider with a very large account”

Holly Crider- Naples Sales Manager

“It has been nice to be able to provide solutions to hospital case managers, who have complex patients”

Stephanie Walczak-Home Health Coordinator

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Trilogy’s Future Expansion in Virtual Care

• Virtual care is going to be instrumental in Trilogy’s upcoming

patient discharge program, BEAT (Better Engagement After Transition)

• January of 2019: Virtual Care will be rolled out into 3 additional

branch offices

• By the end of Q1: every branch will have been exposed to Synzi
• By the end of Q2: Synzi will have the reach of 42 FL Counties

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Building Awareness with Referral Sources

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Started with the Press Release Continued with Media Coverage and Pick-up Resulted in Media Interest for Interviews and Articles

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Measuring Success

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Time to Consult Fulfillment Diagnostic Accuracy Patient Adherence Readmissions Rate Staff Utilization and Satisfaction Rates Patient Satisfaction Rates Agency Brand Equity, Loyalty, and Referral Stream

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Takeaways

1.Virtual care programs can be used to improve patient engagement and lower the risk of readmissions with at- home/at-risk patients 2.Patient engagement programs should be designed with the patient’s preference for modality in mind as well as existing

• rganization workflows

3.Assessing reports can help staff actively monitor and motivate patients and intervene when patients appear to not respond to emails/text messages and may be at risk for non compliance and/or readmission

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Summary

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Synzi’s configurable framework enables PAC organizations to effectively address specific patient needs easily and seamlessly.

Multiple Touchpoints Offers more than a single touch to engage patients Effective Engagement Uses multiple modalities to bring care to the patient Impactful Communications Drives understanding among non-English speaking populations

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The Power of Our Platform

Our communication platform is at the heart of our solutions, and enables better performance for healthcare organizations, better access for patients, and better outcomes for all.

Better Reliability Optimized Experience Better Quality Cutting-Edge Video Better Customization Highly Configurable Better Access Intelligent Call Routing

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We are Synzi.

A virtual care company dedicated to providing better ways for you to engage patients, and colleagues. Simply and efficiently.

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Thank you