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