Patient 360 data allows THR to use population data to then communicate, care, and treat its more than 5M patients, looking to positively impact the patient health of its communities. The result is a healthcare system with a care journey that patients feel is tailored to their individual behaviors and needs while maximizing health across the population. Additionally, this integration and access to data across the enterprise has opened up possibilities for teams within the system to improve quality of care.
Parris shared multiple examples where Patient 360 supports their mission of improving the health of their communities:
1. Encouraging desired patient behaviors through personalized messages
“When you're looking at a single patient, you can make a decision. With Patient 360, you look at a patient population and make decisions for individual patients ahead of time, before you see them. We can create something specific and tailor that message to that one individual because we understand what the entire population is doing. The only way you can really understand how to move population health is if you have every identity organized, every person organized, so that you can slice and dice the population in the fastest, quickest manner.”
2. Connecting emergency department visits to long-term benefits
“We look at a mobile application to reduce returns to the emergency department and Patient 360 allowed us to quickly see the downstream effect six months after an emergency department visit. Without Patient 360, we would’ve felt like we weren’t reducing emergency visits and so our tactics weren’t working. Where-as, our tactics actually had long-term benefits of patients being more connected with Texas Health.”
3. Integrating health care interactions for a complete picture of patient journeys
“For people who have a heart procedure we trace back and see, what their journey was through our system. Where did similar individuals possibly fall out? Where did they stay? On average, how long did it take to go from first visit to heart procedure, and how many steps along the way? These are big visibility improvements, because typically you can't easily piece together what is happening to somebody since most of health care is treated on the particular emergency visit or particular doctor visit. Now we can show that full picture at an individual and a group level.”
4. Geocoding patient proximity to access points
“With everyone in our Patient 360, we’ve geocoded addresses to determine the first, second, and third closest clinic; the same for urgent cares; the closest hospital; and so on. So, we have all this information prebuilt into our dataset, making our marketing function so much faster and easier, because those don't have to be calculated each time they're featured.”
5. Balancing hospital preference and proximity based on specialized care
“For obstetrics care, we’ve found you might have a slight preference on a hospital, but how close you are to something makes a lot more difference than hospital preference, especially if both hospitals are rated similarly. We know that if you’re outside of a 20-or 30-minute drive, you're probably not going to go out of your way. This gives an idea of how we should actually customize our interactions with you. You're in a larger segmentation group, but you add factor on top of factor, on top of factor, and you can get to a very customized message for each person.”
THR is now turning to Vantage Customer Experience and Celebrus to connect the digital patient journey and tailor messages, leading to real-time virtualized care with next-best-actions. The virtualized care will expand the area THR may cover, improving access and experience of care.
“Depending on whether you come to us from the website, MyChart app, call center, or one of our access points (like the emergency department, hospital, outpatient service, imaging or urgent care), we know who your identity is, and we can figure out the next best action for you. We can help you have a better patient experience,” proclaimed Parris.