Anne KaoDigital Strategy Innovation Summit

September 10, 2015

Healthcare’s Digital Frontier:

Innovating inreal time

foodie

jack ofall trades musician

mother

CDO

Anne Kao

Who We Are

The acute care continuum: • emergency medicine • hospital medicine • anesthesia • intensivists (eICU) • urgent care • skilled nursing facilities • telehealth/telemedicine

40 Years

• industries in transition • private equity startups • pressures to innovate • consumerization and the collaborative economy • data-driven product and service delivery

Healthcare Technology and

Payers

Patients

Providers

Healthcare System Daily life

The Three Ps of Health Care

Chronic care Acute Care Home Care Ongoing Care Health Optimizer

U.S. Healthcare Ecosystem Today

Payers

Private

Government

Hospitals

Private

Government

Patients

U.S. Payers

and Providers

Technology and

Infrastructure

Oversight

U.S. Government

Laws and

Regulations

Patient Safety and

QI

Regulatory Bodies

HealthcareProviders

Doctors, Nurses, PAs

Payers Network

Service Providers

Financial/BillingOps./Care Mgmt.Ancillary ServicesHealth IT/EHRs

IT Infrastructure and Hardware

Hospital Medical DevicesIT Infrastructure

Home Care

NursingHomes

Hospice

At-HomeDevices

AncillaryMedical Svcs.

Pharmacies

Specialized Treatment Centers

Diagnostic Labs Accountable Care Orgs (ACOs)

• Healthcare is being pressured to change rapidly • Legislation/regulation affecting provider and payor revenue • Patients have more choices and control

Volume vs. Value

Poly-chronicER visits, over-utilization, high care variation, non-compliance.

Chronic and at-risk

Healthy / Minor issues

Population Health

Infections, complications and re-hospitalizations.

Infections, complications and re-hospitalizations.

%35

%20

%45%5

%20

%75

Technology

Rapid innovation

Access to information

and data Internet of Things

Digital

Referendum for Change

Operations Customer Experience Business Model

Customer understanding • Analytics-based

segmentation • Social-informed

knowledge

Business Development capabilities • Digital channels • Predictive marketing

Customer touchpoints • Redefining the customer(s) • Customer service • Cross-channel consistency • Self-service

Operational process • Performance improvement • Value metrics • Reduce time to market

Team productivity • Process improvement • Improved communication

and knowledge sharing • Strategic alignment

Management • Transparency • Data-driven decision

making

Digital enhanced business • Product/service

design • Physical and digital

integration

New opportunities • Services, products,

markets to lead growth

Digital integration • Business units/functions

integration • Shared digital services

IT Organization

Data Science/Business Intelligence

Technology Services

DevOps Engineering and Architecture

Product Management and Engineering

Can Health IT be

Transformed?

Waterfall Development Process

AdjustDesign

and buildBig

strategyUser

researchNew Big Strategy

Measure

Big ideas, big-bang launch, big budgets

Agile Methods

XP, Scrum, Crystal, etc.

Agile

Lean

Learning organization

Mor

e sp

ecifi

c pr

actic

es

How the Agile methods fit together

More general applicability

Individuals and interactions

Working software

Customers collaboration

Responding to change

Process and tools

Comprehensive documentation

Contract negotiation

Following a plan

over

over

over

over

Agile Manifesto

24 hours

2-4 weeks

Backlog To marketIterative process

Ideas ResultsDesign and development

Agile Development ProcessMicro strategies, big insights, rapid interactions.

Process ReleasePreparation

daily cycle, daily scrum, daily work

Sprint planning meeting

Scrum

Update product backlog

Sprint retrospective

Sprint review

Product increment

Competitive reviews Business goal alignment User interviews Concept sessions high-level architecture Functional requirements Technical requirements

Kanban / Continuous

Collect ideas Validate and sort deliverables

Release features continuously

Pull deliverables when ready

Continuous release

Stay within WIP limit

hardware

software

services

Agilizing IT Service and Product Delivery

Agile

Training and coaching

throughout the organization

Strategic alignment

Bringing in people, building teams

Processworkflow

embeddedin tools

Transition to Scrum / Kanban

Our Agile Journey

Working in in teams

Analysis — Seek to understand

the problem and the context

Solutions, not quick fixes

Continuous learning

Changing How We Work

Teamwork

Our Teams

Portal Operations

MyLo (New product)

Enterpriseapplications

Technical Operations

BI/Data science

ServiceDesk

Focus on Customers

Hospitals, Health Care Systems

(Patients)

Payers, health plans,

Accountable Care Organizations

Internal business stakeholders

Focus on User Experience

Translating great product design methods

to service design and delivery.

Align with the business

Focused product and service delivery

Continuous learning and improvement

Manage changing priorities

Transparency

Deliver quality

Reduce risk

Faster time-to-market

Greater alignment between IT and business

Engineering/service delivery discipline

How do we measure success?

MedAmerica’s Agile Goals

“Snail" by Nick Ares is licensed under CC BY 2.0

Persevere

Capabilities to accommodate shifting priorities

Delivering what was needed

Results

Process and role definition

Improved team morale

Business stakeholder engagement and leadership support

The key question we must ask is not what technology will be like in the future, but rather,

what we will be like.

— Sherry Turkle

“NAO the robot" by Horia Pernea is licensed under CC BY 2.0

Thank you

@anneykao linkedin.com/in/annekao

Anne Kao