“Mise en place” is a French culinary time period for having every little thing as an alternative to make sure components are prepared when wanted. The identical method is getting used—albeit with totally different components—for well being and human service supplier organizations investing in expertise to enrich their residential therapy applications. The brand new array of expertise goes far past billing and medical data – we’ve got sensible dwelling designs, assistive applied sciences, voice-activated dwelling or private assistants, and digital actuality companies.
I heard about a few of these new expertise choices—and their impact on the buyer expertise—within the Future Of Residential Treatment: How Technology & Innovative Program Models Are Redefining Service Delivery Models session at The 2020 OPEN MINDS Efficiency Administration Institute final month. The session featured a number of representatives from Sequel Youth and Household Companies—together with John Stupak, chairman—and Theresa Jenkinson, vp, strategic initiatives, Inglis. The 2 organizations are utilizing expertise for revolutionary programming in two very alternative ways—to alter the buyer expertise in a residential therapy heart and to allow shoppers to obtain long-term companies in the neighborhood as a substitute of a residential heart.
The important thing to implementing expertise in supplier organizations small or giant is to start out gradual, construct a group of supporters among the many group, and be sure that the expertise advantages every day duties, stated Marianne Birmingham, MS, CMUP, regional director of compliance and high quality, Sequel Youth & Household Companies. Sequel, which was based in 1999, employs about 4,000 individuals and serves about 9,000 shoppers with 39 applications that embrace residential therapy, community-based companies, autism, training, and juvenile justice in 20 states.
The Sequel group makes use of quite a lot of applied sciences to reinforce the buyer expertise in residential therapy facilities. They’ve created cubicles geared up with laptops shoppers can use. In addition they use cameras within the facility to observe residents, to make sure protected and safe interactions with shoppers, and to permit workers to study from interactions with shoppers for coaching functions. The group makes use of Skype and FaceTime to encourage extra household contact with shoppers. In addition they mentioned a number of expertise improvements on the horizon together with digital training and coaching, digital actuality for the therapy of tension and stress, and gamification of therapy and planning.
John Stupak, chairman of Sequel Youth and Household Companies, inspired his colleagues to embrace expertise, which could require stepping exterior of their consolation zones. His recommendation: The perfect method is to start out slowly and construct momentum by displaying how expertise enhances group members and improves the effectivity of every day duties. From an operational perspective, expertise investments ought to assist streamline entry to information that informs and enhances medical choices. He shared the group’s 10-year software program imaginative and prescient in addition to its final plan to reinforce information assortment instruments (together with digital well being report, appointment software program, buyer relationship administration, and surveys) to a extra sturdy enterprise with the addition of an software programmer interface that acts as a platform to attach applications.
At Inglis, the group is utilizing expertise to assist shoppers stay extra independently in the neighborhood. Inglis, based in 1877 because the Philadelphia Residence for the Incurables, was one of many first organizations in Philadelphia to supply residential medical look after the poor. It’s now the most important personal developer of inexpensive, accessible housing for shoppers with disabilities, working 11 housing communities with 383 models and a six-year ready checklist (see Who’s Waiting & Why).
Ms. Jenkinson gave an attention-grabbing instance: Customizing instructions for voice-activated dwelling and private assistants like Alexa. For instance, she talked about programming Alexa to activate lights in an condominium for an individual who’s quadriplegic with the instructions “mother” for kitchen and “John” for toilet. These applied sciences, present in sensible properties, have empowered residents and saved cash as demonstrated throughout a wise dwelling pilot from 2016 to 2018, she stated.
Constructing on this success, Inglis plans to open 23 residences (out of 47 whole models) in the summertime of 2021 that shall be geared up with sensible dwelling expertise and an extra bundle of tech helps. This mission—the Inglis Methodist Gardens housing group—is a $16.Four million three way partnership between Inglis and Methodist Companies funded by a $Four million grant from Aetna Higher Well being Pennsylvania. Inglis plans to incorporate tailored expertise companies in all future housing developments, stated Ms. Jenkinson. This expertise, which permits extra self-determination for shoppers, additionally helps supplier organizations meet their objectives in value-based reimbursement contracts.
My key takeaway from the session was that expertise gives a aggressive benefit to organizations serving shoppers with complicated wants. However it’s not a one-size-fits-all proposition. The expertise that gives the very best return-on-investment for one group is just not going to be the identical for the subsequent. The expertise wants of group shall be as various because the technique. Or to cite Mr. Stupak, “Know-how is just not the purpose—it’s the means to attaining that purpose.”
For extra on expertise and technique, try these assets – Making The Right Tech Investments For Your Organization: An OPEN MINDS Executive Seminar On Technology Budgeting & Planning and Everything An Executive Needs To Build A Successful Tech Strategy: An Exclusive CEO Roundtable Discussion. And for extra on utilizing expertise to enhance your worth equation, try these assets from the OPEN MINDS Business Library:
- Going From Tech Tolerant To Tech Savvy: How Managerial Staff Can Directly Impact The Adoption Of Technology
- The Five Key Competencies Of Technology & Reporting Infrastructure
- Best Practices In The Shift To Virtual Health: How To Integrate Digital Treatment Tools Into Programs & Treatment Models
- Managing Your Team To ‘Tech Savvy’
- 4 Keys To Make New Tech Work
- Do It Now!
- An Executive Guide To Strategic Partnerships That Last: How To Leverage Technology Investments For The Long-Term
- When New Contracts Mean New Technology: 4 Things To Remember
- Using Virtual Care To Improve Your Value Proposition: Best Practices In Integrating Technology Into Your Community-Based Program
- Training Is Key To Getting Tech ROI
Get extra on this subject on October 28, 2020 at The 2020 OPEN MINDS Technology & Analytics Institute in Las Vegas in my keynote handle, Forecasting The Future Of Complicated Care Formed By Know-how.