This Week Health 5 Years

Contributors

December 15, 2022: A special episode today. Interviews with cutting edge innovation leaders direct from the floor of HLTH ‘22:

  • Noel Khirsukhani, Chief Growth Officer at Andor Health
  • Yvonne Daugherty, Industry Director, Healthcare at Ushur
  • Todd Crosslin, Global Industry Principal for Healthcare and Life Sciences at SnowFlake
  • Kory Booher, Regional Director of Sales at Dexcare

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Transcript

This transcription is provided by artificial intelligence. We believe in technology but understand that even the smartest robots can sometimes get speech recognition wrong.

the exhibit floor at the HLTH:

Hi name's Noel Khirsukhani. I'm the Chief Growth Officer and one of the founding members of Andor Health. Andor Health was actually born about four years ago. We're a Microsoft M 12 portfolio company. we actually really came to the market, really focused on building a virtual health and team collaboration platform that was powered by artificial intelligence and nlp.

The idea that we originally started with was kind of, Slack for healthcare. That's really what we wanted to do. So the idea was to really bring signals that actually are born from data that's in the ehr, and allowing healthcare institutions and health systems to fundamentally create workflow experiences that I could push to whoever I need to at the end user level.

And what is the problem you're trying to solve in healthcare? Oh, that's a great question. When you think about the notion of virtual health collaboration and. One of the things that we heard from our healthcare institutions is that when you think about the video endpoints, they're all commodities. Now, there are a lot of telehealth players that are in this space.

You could probably throw a stone anywhere here and hit one. But fundamentally, if you're a health system, the big problem you're running into is all these siloed based technologies, different RPM solutions, different virtual visit solutions, different digital front door solutions. How do I actually create one distinct experience, not just for the.

But it one pane of glass for the clinician to operate as the patient goes through their journey. So fundamentally, the platform that we built was actually one that is called a virtual health orchestration platform. I can create an established distinct configurations of workflow around any video endpoint.

Could be teams, it could be Zoom, could be Google, G Suite. Fundamentally, we really don't care what that end point is. It's about getting the right context to the right. Into the right virtual experience at the right time. And who at the health system would you like to talk to and what is the conversation you wanna have with them?

Great question. One of the key things that we find is that a lot of healthcare institutions are thinking about the delivery of care in a virtual environment, right? Whether you're thinking about new paradigms like hospital at home, remote patient monitoring, or even things like virtual. Which we're seeing more frequently of, most of those types of decisions and conversations are stemming right from the clinical side, chief medical officers, CMOs, chief nursing officers, all of which are dealing with very, very specific issues.

The first, how do we create access to care, but in a way that doesn't overburden my health system? Number two, how am I gonna deal with the shortage of all the staff that I have? Nurses, clinicians, is there a way that I can leverage virtual capabilities to scale my existing infrastructure, not add additional staff?

The third and final piece that we talk to these folks about are how do we reduce the burnout? For example, if I'm a clinician that needs to bring in a specialist into a consult, do I need to pick up a phone or text a buddy of mine and let 'em know to join the Zoom link? That's more a burden than I want on my clinicians already having to deal.

Wouldn't it be nice if I could have a platform that could automatically identify, for example, a neurologist that's on shift that's associated with my facility, and allow the platform to bring that clinician in with context, right into the experience on demand. So we're trying to shore up those three primary things that are top of mind for our CMOs, CNOs CMOs.

And then the last thing is, are there any use cases you'd like to share? Absolut. A lot of our customers we really lean on for these types of case studies and use cases that we work with. One of the big areas that even one of our customers, the Hospital for Sick Children, actually published in the Canadian Journal of Medicine, was around our digital front door experience.

Now, the notion of a digital front door has taken on a whole ton of different concepts, for lack of better words. Our belief is that you need to have a way that a patient can access care, but one that actually, as I mentioned before, isn't gonna over. Or overload the health system at the hospital for sick children During the pandemic, one of the big problems that they had was a heavy, heavy compression in the ED because quite honestly, no patient even knew what could be done virtually.

So the first thing they were gonna do is go right to the ed. What we implemented for them in our digital front door is an AI driven symptom triage capability. That's more than just a symptom checker. That's very, very big difference. The symptom triage mechanism takes into account what is the patient.

And based on the lines of service within the organization, I can navigate a patient to the right line of care through the right modality, whether it's virtual on site, whether it should be on demand, or whether it should be simply scheduled. By doing that in their case study, they showed a reduction in unnecessary ED visits by 64%.

Wow. And that was published in the Canadian Journal. One of my other case studies that came out from one of my other organizations was Orlando Health in this particular organization. And as with every one of them, ed compression is significant. But one of the key things that they wanted to do was try to relieve that by creating a virtual pool of their own providers.

Imagine, if you will, I have providers that are basically sitting idle. Wouldn't it be nice that they could literally uberize their own providers, let the provider turn on their light? And if I needed to triage. In the ed, I simply request for that consult and bring that clinician in right out of the gate.

Right. By doing that, we actually increased the capacity of the ED by two x. That case study showed that they were able to reduce the left without being seen by 36%, and they showed a door to disposition time reduction of 18 minutes per patient, so they were able to severely or significantly. More throughput by doing rapid dispositions, by bringing in providers from the outside to quickly do those triage 📍 experiences.

I am Yvonne Daugherty,. I'm the healthcare industry SME for Ushur, and we are our customer experience automation company. We do digital. Digital self-service for healthcare. So hipaa, secure patient communication that can share information, that can pull information and seamlessly integrate with CRMs, EHRs. And so if, a hospital system, a provider system is trying to reach, This and hasn't been able to do it through a channel.

We're really good at reaching the unreachable. We have a platform that's called The Invisible App, and it's an app like experience that is HIPAA Secure. Doesn't require an app download, doesn't require a password. Works really well on a smartphone. You can do surveys, patient education, appointment setting, appointment reminders, appointment resched.

Condition management education. So really anything that a provider system needs to reach a patient or even a caregiver, we have a platform that's incredibly flexible that can allow and facilitate those communications. What's the problem you solve for healthcare? Really the problem we're solving is being able to reach the unreachable.

A lot of provider systems try calling. They, they will try to have people call in short staffed. We offer digital self-service that can get to patients, that can get to caregivers through a convenient channel through their smartphone. Get them to appointments, get them to make appointments, get them to get their medica, you know, medication refill.

it is also doing a lot. We're working with operations teams who are looking to reduce the burden of live calls, especially on office and clinical staff. So we can, we can jump in and if they're calling in, rather than having to speak to someone, we can direct them to digital self-service to do a lot of common things that don't require a. To interact. So who do you want to have a conversation with at a health system, and what's the conversation you want to have? So who do we wanna talk to at a health system and what conversation do we want to have? We are talking with digital innovation. Innovation, patient experience. We're talking to a lot of people in operations, clinical operations, patient operations.

Really anyone who is looking to augment. Interactions with very effective digital hipaa, secure digital to, to really help patients get where they need to be, get information they need, and drive down, drive down a lot of the burden, and the burnout of 📍 the staff.

I'm Todd Crosslin. I'm a global industry principal for healthcare and life sciences here at Snowflake. Snowflake is a global cloud data platform. It's basically a technology that sits on top of public clouds that allows our customers and partners to build solutions that are generally analytical solutions, solving all kinds of problems across all of healthcare.

And what is the problem that you are trying to solve in healthcare? Yep. So it, it's kind of a, it's a double-edged sword for Snowflake because the fact of being a platform, we have many, many customers and partners that are solving problems from commercial pharma to precision medicine and bringing precision medicine to point of care, to helping payers transition from fee for service to value based.

So we kind of get, we get a wrap for you guys are trying to solve everything. And it's not that we are, we're providing the platform so that our customers can solve the biggest challenges of healthcare. So if you could speak to anyone in a health system, who would you like to talk to and what do you wanna talk to 'em about?

Yeah, and again, it's kind of a broad question. You know, we can go into the office of the CIO and have a great conversation about modernizing their technology stack and moving to the cloud and being able to, You know, the, the agility and the speed and the capacity to do what it is that their business partners want to do.

And then on the flip side, we also then work with the business side, or in healthcare, the clinical side or the financial teams. So we'll walk into the office of the cfo, the cmio, you know, your head of operations and, you know, working with our partners. We have a massive partner ecosystem. We enable them to solve the challenges of anything clinical, operational.

Are there any use cases that you would like to highlight? Bringing that to mind, I think when you look back on the pandemic and what happened, you know, very early on one of our health systems, you know, as many made the massive transition from inpatient to virtual to hybrid care, and they were, they're very robust, snowflake.

And what they did is immediately when that transition occurred, they had new data sources from virtual care they'd never had before. That data was immediately brought into Snowflake, and so they knew what was the clinical impact to the patients, what was the financial impact to the health system, what was the operational impact to the insanely overburdened clinical staff, nurses, physicians, and auxiliary staff.

So they were able to do that within a matter of weeks, and then they could act on those insights and then, Much better experience for the patients, whereas other, quite frankly, other health systems really, really struggled with that transition to hybrid care. So that's just one example and I think what it highlights about Snowflake is speed and agility, is that we're, you're not waiting for months to have a solution brought to you by a team that has to build something from 📍 scratch.

out of Providence started in:

It'll be two years in March Yeah, that's what we do is we, we capture patients from Google cuz Google is really your digital front door, not your website. And then we gently navigate them towards the appropriate venue of care. The venue of care that's appropriate, not just for the patient but for the system as well.

And who at the healthcare system would you like to talk to and what is the conversation that you want to have with them? Well we typically end up starting with digital access cuz it's their world marketing as well. Because we touch marketing, we capture new. And then you get to operations and the providers, because we talk about opening up their, their capacity to higher acuity patients and giving lower acuity patients to maybe the more, a more appropriate venue of care.

So those are the three areas we typically touch. And what are some use cases? shoot, I wish I could drop client names, but there's a, there's a large health system in in Texas that had a problem where their providers are over capacity, but their mid levels weren't being it's a highly competitive market, and they saw that one of the competing systems has a very nice digital experience.

So they wanted to, one capture more patients from Google, capture that market in the competitive market, and two, navigate patients towards virtual on demand care or to an urgent care instead of letting them book with a primary care provider. So those primary care providers could see the higher acuity patients.

So they signed with us in August. They're gonna be going live next. And their website will have this Amazon-like experience. So if you wanna book an appointment with Dr. Anderson and Dr. Anderson's booked out for the next three months, it'll suggest Dr. Welch instead. Or if I'm looking for, if I have a cough, it'll gimme providers that treat a cough, not necessarily trying to find a very specific provider by name.

So we have lots of different use cases across, you know, each system, they're all very different. They all wanna use the secure differently, 📍 so wonderful.

What a great group of healthcare partners. We wanna thank them for spending some time with us on the floor and sharing their aspirations, their solutions for healthcare IT. I wanna thank them for talking to me and talking to Holly and talking to our team on the floor. We also wanna thank our conference sponsors who are investing in our mission to develop the next generation of health leaders. They are Sirius Healthcare, a CDW company, VMware, Transcarent. Press Ganey, Semperis and Veritas. Thanks for listening. That's all for now.

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