Outcomes: It’s What’s Inside That Counts

Scott Ciccarelli

Scott Ciccarelli

CEO at SRS Health
Scott Ciccarelli, Chief Executive Officer at SRS, has more than 20 years of diverse management and operations experience garnered as a senior executive at GE, where he headed two of the company’s businesses—most recently, GE Healthcare’s Services, Ambulatory and Revenue Cycle Solutions. His areas of expertise include business strategy, leadership development, operational rigor (Lean Six Sigma), and the delivery of enhanced value for customers through quality improvement and innovation.
Scott Ciccarelli

Latest posts by Scott Ciccarelli (see all)

lightbulb-gears-blogTwo weeks ago, more than 40,000 people came together to network, share, and learn more about health data management at HIMSS17. As expected, we heard about the latest developments in top tech trends of tomorrow like artificial intelligence, data security and virtual care. One of the hottest discussion topics by this highly focused group was how to improve patient and practice health through meaningful and usable analytics. After much time listening to and participating in conversations on this critical subject matter, we are more committed than ever to helping our clients improve patient care through outcomes, and when it comes to outcomes, it’s what’s inside that counts.

What do I mean by that? This familiar phrase has been shared from generation to generation when describing what’s important about people. So how can these words of wisdom about humanity possibly apply to HCIT and outcomes for specialty medicine practices? It’s more appropriate than you might think…

In an ambulatory setting, specialist teams need the ability to analyze and make decisions within their HCIT ecosystem. They need insight within their workflow. They need to know how to deliver the best care at a lower cost. And the only way to do this in today’s data-driven world is by bringing insight and analytics inside their workflow. Not outside.

External solutions focus on providing isolated results rather than a holistic approach to patient and practice health. What’s an outside solution? It’s anything that requires you to offload data, thereby taking you out of the ecosphere. If that data is not contained in the ecosphere – if the information is not inside the workflow – these solutions are not actionable immediately.

We believe that the only way to achieve the best outcomes is through frictionless data solutions that provide actionable insights that net immediate, holistic results. Of course, too much data can be overwhelming, so how do we maximize data intelligence for specialists without disrupting the quality of patient care?

That very question is what led to the development of SRS EHR Smart Workflows®. We’ve replaced complexity with streamlined data relevancy in a way that helps provide the frictionless clinical experience of the future…today.

So while we continue to hear all about the amazing healthcare technologies that are on the horizon, let’s remember to turn our gaze inward. Because when it comes to best outcomes, the best solutions are about what is on the inside. Just like the best people.

The Year’s Innovations – Wrap-up & What’s to Come!

Khal Rai

Khal Rai

Senior Vice President, Development at SRS Health
Khal oversees the Software Engineering, Business Analysis, Quality Assurance, and Product Management teams at SRS. His 17+ years’ experience in software development and healthcare IT have resulted in a true passion for collaborating with customers, then translating their needs into innovative solutions and better service experiences. He believes that motivated employees and satisfied customers are keys to maintaining business success. He has a B.S. degree in Computer Engineering from the University of Cincinnati, and an M.S. degree in Electrical Engineering from Purdue University.
Khal Rai

Latest posts by Khal Rai (see all)

2017-lightbulbsDepending on your point of view, 2016 was either a year to remember, or one to forget—just look at the nominations for word of the year. Pundits have proposed everything from “surreal” (Merriam-Webster’s) to “post-truth” (Oxford Dictionaries) to “unhinged” (NPR’s books editor Petra Mayer). Which is just to say, it was a year when conventional expectations were overthrown. And 2017 promises to be just as full of surprises.

For all the uncertainty, though, some trends seem sure to continue, at least in healthcare. The movement toward value-based payment is unlikely to reverse itself, which means that the optimum long-term strategy for medical practices remains the same as last year—cut costs by increasing efficiency, maximize patient base by identifying and standardizing successful treatment approaches, and stay limber by not getting locked into a cumbersome, inflexible software system.

Over the years, we have worked closely with our clients to learn what they needed from us, and to gain the sort of specialty-specific expertise that ensures that our solutions are designed around our clients’ workflows, rather expecting them to tailor their workflows to our design.

This past year, however, has been particularly transformative. We have made a quantum leap forward by upgrading our EHR into something far more—an intelligent, data-focused solution that responds to today’s industry challenges and lays a solid but flexible groundwork for the future. It’s a unique, best-of-breed, specialty-focused approach that gives users the power to define and collect whatever data points are relevant to their success while still maintaining their preferred clinical workflow options.

What we have achieved so far – 2016 recap

We entered last year determined to expand our physician-centric approach to include all stakeholders in the outpatient healthcare delivery system. Because we put our clients’ requirements first, we had to take a fresh look at what their needs actually were in this changing landscape. The biggest need? Tools to capture the data they wanted, but only that data, without anything unnecessary that would distract from their primary focus. (Click here to read my other post about how we do data differently.) We realized that, to meet those needs, we had to transform our offering into more than just an EHR.

We achieved this by creating a  connected software system that lets practices distribute the data-collection process over the entire treatment encounter—before, during, and after the patient visit—in whatever way is most efficient and sensible for them. Here is what we have delivered:

  • Flexible Data Platform (FDP) – Discrete data collection and reporting, free from a forced template-based environment.
  • Smart Workflows (SWF) – Guided workflow to help practices optimize their daily schedules by letting them determine who does what best, where and when.
  • Patient engagement platform – A patient-portal solution that seamlessly engages the patient pre-visit. Success is measured by higher patient compliance, lower check-in costs to practices, and greater patient engagement in their own health post-patient visit.
  • Interoperability – An Application Program Interface (API) that allows for efficient data exchange between systems, and that gives practices the flexibility to choose the best solution to any given problem (e.g., clinical, financial) without sacrificing cost and/or productivity.

What’s next? – Even more data!

We have already laid the foundation for what is required today and tomorrow. The next step is to ensure that we maximize the value of what we offer by providing the following additions to fulfill our vision:

  • Regulatory compliance – Prepare clients to understand, comply, and succeed while retaining productivity and efficiency focus (e.g., MU / MIPS, AMC, PQRS reporting).
  • Outcomes – Invest in solutions and technologies to help practices drive, improve, and document clinical outcomes to improve patient care and increase reimbursements
  • Data and AI – Continue to optimize SRS’s recently released SWF and FDP solutions to leverage data and artificial intelligence to optimize clinical workflows.

We understand that no two practices are alike—they all have different rates and style of data collection. One practice may need to automate everything immediately, while another may only automate elements that will drive down costs, and decide to keep other processes manual. Our solution is designed with this level of flexibility in mind—to satisfy each practice’s requirements for today while having the functionality to support their evolving needs in the future.

Wrapping it up

The underlying SRS strategy is a physician-centric approach we call “practical innovation.” We are more than just a solutions vendor . . . we focus on finding a solution to the specific challenges facing specialists. We partner with practices to solve their actual business problems—we help them stay independent, drive revenue growth, lower costs, stay compliant with regulations, and demonstrate clinical quality.

If you’re looking for a partner who will really listen to you and understand your needs, who will help engage your patients and produce better clinical outcomes, who will keep your practice competitive in a changing environment, then SRS is your partner of choice—for today, and for whatever unpredictable tomorrow awaits us down the road.

What Are Specialists Faced With Today? Uncertainty and Change!

Ryan Newsome

Ryan Newsome

Vice President of Software Engineering at SRS Health
Prior to joining SRS almost 10 years ago, Ryan started his career as a software engineer for Map Info/Pitney Bowes. Throughout the years Ryan has been an expert in all things web, interoperability, and in agile leadership. He currently oversees all of product engineering at SRS and has led SRS’ transition to an Agile/Scrum Development Methodology. In his free time, you can find Ryan either skiing, cycling or spending time with his family. Fun Fact: Ryan played Division 1 Soccer at Sienna where he attended on a scholarship. Goal!
Ryan Newsome

Latest posts by Ryan Newsome (see all)

Changes AheadRecent Nobel-recipient Bob Dylan wrote “The Times They Are A-Changin’” in 1963—a time of growing social upheaval reflected in the song’s lyrics, which called for listeners to acknowledge and embrace the transformations taking place around them. As I listened to this song over the past weekend, I couldn’t help but draw a correlation to the radical transformations we are currently experiencing in our industry. The past several years have epitomized the term “change” as the nation has taken big steps to transform the delivery of healthcare.

The American Recovery and Reinvestment Act, signed in 2009 by President Barack Obama, was one of the catalysts for this transformation by requiring the “meaningful use” of digital systems in healthcare. Since then, change has been the only constant that we have been able to count on. Government regulations, payment models, and product innovations have continued to evolve in disruptive ways—both good and bad. As soon as we become comfortable with one wave of change, another wave is already threatening to drench us to the bone (for us, the next big one is MACRA & MIPS).

So, coming off nearly a decade of constant uncertainty, what’s next? Well, you guessed it—more change! Starting in 2017 we will have new policy leaders in place who have promised to significantly restructure the incumbent’s healthcare programs. President-elect Donald Trump’s appointment of Tom Price as the head of HHS may be indicative of the changes on the horizon. Price, a 6-term congressman from the Atlanta, Georgia, area, was formerly an orthopedic surgeon. Will a specialist at the helm help make government programs, that have typically been focused on primary and in-patient care, more meaningful for specialists?

Time will tell, but the one thing that is certain is that, as the song says, the wheel is still in spin. In other words, the times they are still a-changin’.

The Hills Are Alive…With the Sound of a New SRS!

Scott Ciccarelli

Scott Ciccarelli

CEO at SRS Health
Scott Ciccarelli, Chief Executive Officer at SRS, has more than 20 years of diverse management and operations experience garnered as a senior executive at GE, where he headed two of the company’s businesses—most recently, GE Healthcare’s Services, Ambulatory and Revenue Cycle Solutions. His areas of expertise include business strategy, leadership development, operational rigor (Lean Six Sigma), and the delivery of enhanced value for customers through quality improvement and innovation.
Scott Ciccarelli

Latest posts by Scott Ciccarelli (see all)

mountain-blogI love that our annual event is called the SRS User Summit – because this year, the news was so good that I wanted to shout it from the top of the tallest mountain! (Or, maybe sing it, but I’m no von Trapp family member…) Every member of the SRS team felt the same way. Thankfully, after hearing our big news, so did the clients who attended.

Here’s the shout-worthy news: SRS has completely transformed into an intelligent data-focused solutions provider. Our days of being a document management company are behind us. And rather than tweaking existing template-based systems as many of our competitors have chosen to do, we pioneered a specialist-oriented solution that simply doesn’t exist elsewhere. We have invented a new approach to data that is totally revolutionary – balancing speed, efficiency, data collection and sharing.

Why? Demands on medical practices have become even steeper, and the main path followed by other HCIT vendors won’t help specialists reach their goals. That’s why SRS is carving out new trails in order to provide the level of partnership that is needed today and tomorrow. Together, we will achieve:

  • Better patient engagement
  • Better clinical outcomes
  • Better operational efficiency

I know that’s a lot to claim. That’s exactly why I was so excited to unveil the new SRS at the User Summit: because as someone with a high say/do ratio, I’m thrilled to say that we can back up every claim we are making! Here are a few examples of what’s available now, and what is coming soon:

TODAY

  • Patient Engagement Platform– streamline the registration process by enhancing the digital intake experience and reduce appointment “no shows” with automated reminders. Influence patient behavior through meaningful engagement in both pre and post visit by customizing patient forms to practice requirements, and leveraging patients to complete forms online before their appointment.
  • Smart Workflows –our revolutionary patent pending Smart Workflows allow you to collect more data and quickly document patient encounters with customizable workflows, provide standardized care efficiently through protocols, drive compliance with regulatory and quality improvement initiatives, and demonstrate the value of your services through analytics and outcomes.
  • Data Interoperability – capture then share discrete clinical data with other information systems across all parts of the healthcare network through the use of our APIs.

TOMORROW

  • Flexible Data Platform –capture the data you want, when you want, and how you want with our data capture platform. It empowers users to drill down and capture and report on any discrete data point that is truly relevant to them.
  • Integrated Best of Breed – enjoy the seamless user experience of our tightly integrated healthcare IT ecosystem—including EHR, Practice Management, Patient Portal, and Transcription—each selected for their ability to serve high-performance specialists and to easily integrate with your practice’s other HCIT solutions.
  • Patient Population – improve patient outcomes through tailored outreach campaigns that educate them post encounter, as well as setting up reminders and sending out surveys to collect more relevant data.

Of course, some things about SRS remain the same – and we promise, they won’t change! For example, we will continue to guide you through regulatory compliance, thanks to our own governmental Sherpa, Lynn Scheps, who has already dug into the 2,398 pages of the new MACRA rule released a week ago.  Plus, the superb client service for which we are known will continue to be core to the SRS experience.

We understand that the future will continue to be an uphill climb. But with SRS by your side, you’ll have the right tools on the right paths. Now that is something to sing about!

Data Done Differently

Khal Rai

Khal Rai

Senior Vice President, Development at SRS Health
Khal oversees the Software Engineering, Business Analysis, Quality Assurance, and Product Management teams at SRS. His 17+ years’ experience in software development and healthcare IT have resulted in a true passion for collaborating with customers, then translating their needs into innovative solutions and better service experiences. He believes that motivated employees and satisfied customers are keys to maintaining business success. He has a B.S. degree in Computer Engineering from the University of Cincinnati, and an M.S. degree in Electrical Engineering from Purdue University.
Khal Rai

Latest posts by Khal Rai (see all)

data-funnelAs I mentioned in my previous post, The Truth Is Stranger Than Friction, some physicians are so dissatisfied with their EHRs that they wish they could return to the days of paper charts. The main culprit is the data collection process, which causes friction between doctors and patients. I argued that workflows should, first of all, adapt to each doctor’s style so that doctors can concentrate on patients rather than technology, and, second, enable seamless data collection during patient interactions so that doctors don’t waste time recording data later. Traditionally, EHRs have been vendor-led in how they were built rather than being designed around how clients wanted to use them.

The role of an HCIT vendor is to understand its clients’ and prospects’ requirements. This step is often overlooked. We are seeing huge dissatisfaction in practices’ experiences with their current EHR solution. This can be seen with the impact these solutions have on the doctor-patient relationship; many practices have seen a reduction in the amount of face-to-face time with patients, as well as a decrease in the number of patients they can see.

According to a recent Medscape study, 45% of patients made complaints either occasionally or frequently about lack of eye contact, excessive questions, or providers focusing more on the equipment than the exam. On top of that, a recent article on Healthcare Scene reinforces that doctors are frustrated by using EHRs because they don’t match their workflows, feel clunky, and require too much time for documentation. The article goes on to say that these frustrations lead to both physician burnout and a decrease in EHR use.

However, is technology the culprit? No. I believe these problems are not a reflection on the technology. We see in other industries how technology has been optimized to improve business operations and improve customer satisfaction. I would argue that the fundamental problem with EHRs is a lack of understanding of what challenges practices face, and how to accommodate and plan for both today and tomorrow’s needs. This lack of understanding usually results in a poor implementation plan that is set up to fail from day one. Unfortunately, with the move toward a valued-based model, this misunderstanding is likely to cause even more problems.

What is needed is not only a way to capture and share relevant data, but a way to do this without disrupting the physician’s workflow. This is especially important for specialty practices with a high-volume of patients. Workflows should be personalized so they fit around the physician’s way of working rather than interfering with it, and a crucial part of this is cutting out the clutter and showing only relevant information as defined by the physician and practice.

Our team’s philosophy has always been to put the clients’ requirements first in everything we do. We work closely with clients to understand their workflow, and then we provide a solution that improves their operations in a way that makes sense to them. Our years of experience in providing best-of-breed specialty solutions to ambulatory practices has given us a strong appreciation of the importance of designing an agile solution that effectively handles a high-volume patient intake and put through while improving practices’ bottom line.

When it comes to data, we feel just as strongly, if not more so! We want to enable seamless data collection during patient interactions, so that doctors are not spending hours recording data later. We want to empower practices to determine who should capture the data they want, when and how they want, in the context of patient encounter. This means providing a flexible solution that is future-proof, leveraging mobile platforms and predictive technologies, while incorporating Outcomes and Analytics that not only keep up with busy specialists, but actually help move them forward.

That is what we mean by data done differently.

Securing Your Business: Disaster recovery – do you need backup or a business continuity plan?

bouncer-blogAs an MSP specializing in healthcare and security, StratX IT Solutions is often asked,

“Is there a difference between backup and business continuity plans for disaster recovery?”

Many believe that data backup and business continuity plans are one in the same but they are not! One allows you to recover your files, and the other enables you to continue operating your practice regardless of the severity of the outage or your physical location. They are complimentary solutions and you need both in order to secure the business of your practice.

With estimates that 70% of data outages are caused by human error (eg, opening emails with viruses*) and the Gartner Group study which predicts that 25% of PCs will fail each year, asking “IF” you need a disaster recovery plan for your systems has become moot. What is critical is “HOW”.

But let’s backup for a minute (bad pun intended). Let us explain what data backup and business continuity plans are, and what StratX recommends to our clients as the most failsafe combination.

It all starts with data backup. It is the foundation for disaster recovery and business continuity – no backup means no business continuity.

But, not all backup solutions are created equal.  Remember when tape backup was the only option? Data protection is a fast-evolving market, and solutions that were put in place a decade or so ago are no longer suited to meet today’s regulatory and requirements.

What is required is a robust, viable foundation for ensuring secure, HIPAA compliant data backup and retention. Backup products fall into three (3) basic categories:

  1. Onsite backup (data stored on hardware kept physically in your office)
  2. Cloud backup (data stored on hosted hardware via the internet)
  3. Hybrid onsite-cloud backup (combines the first two categories)

Onsite backup works well when a quick restore of lost or damaged files is required. The data is onsite and, it’s fast and easy to restore to its original location. But what happens if:

  • The power goes out?
  • If the device fails?
  • Or if the equipment is stolen or fails?

You might think the cloud looks more attractive due to onsite backup’s “what ifs,” but cloud-only backup is risky too.

  • What if you lose connectivity to the internet?
  • Restores tend to be difficult and time-consuming.
  • And, after all, the cloud can fail, too.

What is a hybrid onsite-cloud solution?

  • Your data is first copied and stored on a local device and your data is also replicated in the cloud.

StratX recommends that our clients purchase and use a hybrid onsite-cloud backup solution. By using onsite backup to mitigate the risks of the cloud, and using the cloud to mitigate the risks of onsite backup your data will be available to you in case of an emergency and allow you to put your business continuity plan into action.

Furthermore, we recommend our clients use a hybrid onsite-cloud solution which gives them the ability to work virtually. The backup contains full server images (vs. only files or data) which can be restored or activated as servers in a disaster and allow you to work as if the original servers were still functioning – this is where a business continuity plan comes into play.

Business continuity, the ability to keep daily operations running, isn’t a product that you purchase per se, it’s the action plan that is designed and managed by your IT staff or vendor.

The plan lays out how you will access your server, software, applications and data when disaster strikes and also sets a timeline to achieve that access. It should also have provisions to have your IT support continually test the process before you are faced with an issue. It’s better to troubleshoot failed “test” restorations than to lose days, weeks or even months reinstalling and configuring your systems.

The only safe way to head-off downtime of your systems, regardless of the cause, is to be informed and prepared. Do you have a clearly outlined plan in place for your practice?

It’s critical that you are prepared, ask your IT staff:

  • How quickly can my business be up and running in the event of disaster?
  • Do we have documented backup, security and a business continuity plan in place which meet our regulatory requirements?
  • Is all of our critical data backed up daily, or more frequently?
  • How fast can we get our systems up and running to a pre-disaster operating state?
  • Have we done a real world test our backup and business continuity plan?

 

Jack Mortell

SRSsoft guest blogger: Jack Mortell of StratX IT Solutions

* Print our “email safety guide” for your staff. It describes the key signs they should look for to identify and avoid opening malicious emails.