HxRefactored Sneak Previe...
HxRefactored Sneak Previe...
HxRefactored Sneak Previe...
  • HxRefactored Sneak Preview: Judith Weader, Customer Experience Strategist, Blue Cross Blue Shield of Rhode Island

    JudithWeader-300x300Judith Weader is a customer experience strategist at Blue Cross Blue Shield!  At the HxR Conference she’ll be talking about the changes that made a difference for Blue Cross Blue Shield’s customers.

    What is your burning mission in health and why?

    JW: I want people to have access to affordable, quality health care so they can live their lives to the fullest. Health insurance is a big part of that equation, and I want to inspire and empower my co-workers so that we can be a positive, supportive partner for our customers.

    What is your patient story?

    JW: One of the most intense patient experiences I ever had was when I was in the hospital to deliver my first child – my daughter. No matter how much you’ve read or learned about beforehand, nothing fully prepares you for having a child. When I was being prepped for my c-section, and the anesthesiologist pushed the spinal anesthetic, my blood sugar dropped like a stone and I started to feel incredibly sick and dizzy. I explained the situation to the anesthesiologist and he immediately gave me a sugar drip – which brought me back to normalcy. It was a perfect example of a healthcare provider listening to and trusting a patient, and that made the rest of the delivery a snap for me. Even better, with that knowledge under my belt, I was able to educate the anesthesiologist helping with my second c-section 3 years later, and he pushed sugar right after the spinal, so I never even had a moment’s difficulty. It was through those two deliveries that I learned that as much as I wanted to have a great obstetrician, it’s also incredibly important to have a great anesthesiologist, too! When doctors listen to and work with their patients, the experience is better for everyone.

    What new health-related website, app, or technology do you think will improve health?

    JW: I think integration on the mobile device will be of critical importance in the future. People don’t like fumbling with multiple passwords and systems, so integrated systems that combine weight-management tools with pedometers/speedometers and wellness incentive programs will encourage and educate patients without adding additional complexity. The more we make it easy for people to do things that are healthy – like tracking what they eat, how much they move, etc. – the more likely they are to do it.

    Why should people come to your session?

    JW: I’m here to show that you can improve the customer-centricity of an organization, even with limited resources. If a company operating in a traditionally paternalistic industry like health insurance can think more like a retailer, anyone can make customer-focused changes that improve their customers’ health and the company’s bottom line!

    HxRefactored Sneak Preview: Adam Connor, Experience Design Director, Mad*Pow

    AdamConnor-300x300Today, we present another HxR sneak peak! Adam Connor works at Mad*Pow to ensure that customers reach great design solutions, with a better design education and better collaboration.

    What is your burning mission in health and why?

    AC: I guess I have two. First, I want to help teams, whether they be patients, doctors, analysts, developers, whomever work better together to improve patients lives. I believe that collaboration is critical, but it takes a lot more understanding and action than just putting people together on a team and expecting them to make something. Second, I want to help bring basic, compassionate, empathic human-to-human interaction back to healthcare and avoid the industry becoming so enamored with technology that patients become database records, or usernames that log into apps and websites. Technology is great, used as an assistive tool it can add both power and speed to interactions, but nothing, nothing is superior to meaningful human interaction, especially when it comes to a person’s health.

    What is your patient story?

    AC: I was diagnosed with a rare, chronic condition when I was five. Given how relatively little is known about the condition, I’ve gone through a wide variety of treatments and dealt with the relative successes and failures of each. Over the long view of that time, I’ve had great experiences and healthcare, and some that we’re so mind-blowingly absurd it leaves you to question wether anyone knows what they’re doing. In my experience these absurdities tend to happen between things, between events, for example transitions of information from one doctor to another. These situations leave patients feeling helpless and hopeless. Getting teams to think through these kinds of challenges is part of what drives my interest in designing for healthcare.

    Why should people come to your session?

    AC: Chances are you’ve worked as part of a team. And it’s more than likely you’re going to have to again in the future. The success of your projects and of your organization rely on teams being able to work together. Taking a step back and understanding the challenges that teams face so that you can proactively address them means better ideas, better progress and happier team members. And I’m pretty sure that those are all good things.

    News & Updates

    The ONC is inviting voting for ideas submitted in its Digital Privacy Notice Challenge, which include games, responsive templates, a Web widget, and an NPP generator.

    eCaring raised $3.5 million in a Series A round for its platform to support aging in place. The platform, which monitors day-to-day behavior and activities, helps identify any changes indicating a decline in patient condition or anything that requires a rapid response. Ascent Biomedical Ventures led the round.

    BlackBerry invested in Patrick Soon-Shiong’s NantHealth. The companies are jointly developing a smartphone optimized for viewing diagnostic images, scheduled for a late 2014 release.

    HeiaHeia, a Finnish startup offering a social and corporate wellness platform that helps employees live a healthier lifestyle raised €1.5 million in funding led by Finland’s Wallstreet Financial Services.

    CMS introduced a Code-a-Palooza Challenge to encourage developers to create apps that use the new Medicare payment data to help consumers improve their healthcare decision-making.

    Stockholm, Sweden-based calorie counting app company Lifesum (formerly known as ShapeUp Club) raised $6.7 million in its first round of funding led by Germany’s Bauer Media Group and SparkLabs Global Ventures. The company has 4.5 million members and 6.5 million downloads in Europe for its Android and iOS apps. At the end of last year it reported having about half a million monthly active users.

    Anoto, a digital writing solutions provider, achieved Health Insurance Portability and Accountability Act (HIPAA) compliance for its Anoto Live™ forms as a hosted or locally installed solution to the US health care market.

    Sandlot Solutions, a health interoperability and analytics provider, signed a five-year contract with Dialysis Clinic Inc. to provide clinical interoperability. DCI will implement two Sandlot modules, Sandlot Connect, for comprehensive data gathering and exchange, and Sandlot Dimensions, which combines a data warehouse with business intelligence tools.

    The SMART Platforms project at Boston Children’s Hospital formed an advisory committee to guide the project on strategy, technical approach and business development. Members include The Advisory Board Company, AARP, BMJ, Canadian Institutes of Health Research, Centers for Medicare and Medicaid Services, England National Health Service, Hospital Corporation of America, Eli Lilly, MyHealthBook, Polyglot Systems, and Surescripts.

    MeMD, a telemedicine company, will now provide telehealth services in all 50 states in the US. Patients will be able to request a medical consultation with a MeMD Provider and obtain an e-prescription. MeMD provides both single-use and monthly membership-based options for consumers as well as businesses seeking telehealth services and health benefits.

    Txt4health, a mobile health and wellness program for adults age 18 and over, reached 100,000 enrolled members since launching in December 2013. Txt4health provides timely and personalized health information on recommended guidelines for physical exams, preventive screenings, flu shots and vaccinations, etc.

    HxRefactored Sneak Preview: Ahava Leibtag, President & Owner, Aha Media Group

    AhavaL-300x300Here is an interview with Ahava Leibtag, continuing our HxR conference sneak peak series.  Ahava will be talking about how population research/information should inform design.

    What is your burning mission in health and why?

    AL: For people to get quality healthcare information, no matter where they are and which device they are using.

    What is your patient story?

    AL: Don’t have one.

    What new health-related website, app, or technology do you think will improve health?

    AL: Better content out there.

    Why should people come to your session?

    AL: To learn the dos and don’t of writing healthcare content that converts AND educates!

    HxRefactored Sneak Preview: Krisa Ryan, Service Designer, Mayo Clinic Center for Innovation

    krisaThis interview is with Krisa Ryan, who works on the Practice Redesign platform for the May Clinic Center for Innovation.  Come watch her speak at the HxR conference.

    What is your burning mission in health and why?

    KR: My burning mission in health is to enhance awareness, anticipation and communication for care teams and patients through knowledge and tools.

    What is your patient story?

    KR: Two patients I’ll never forget were the “Two Fathers.” They had the same disease and medically looked identical on paper. They would have received the same treatment until we were able to use design tools to highlight their lifestyles and formative backgrounds. To me, the Two Fathers represent the need for design in healthcare, the need to meet patients where they are, and the need to see patients as individuals.

    Why should people come to your session?

    KR: People should come to my session to find a passionate designer willing to share stories.

    HxRefactored Sneak Preview: John Yesko, Senior Director of Online Customer Experience, Walgreens

    JohnYesko-300x300The next preview of our HxR conference is with John Yesko.  John is the UX master behind Walgreens.com and associated sites.

    What is your burning mission in health and why?

    JY: My mission as it relates to Walgreens is to extend the 100+ year tradition of customer convenience to the digital space. That means giving our customers frictionless access to the products and services that can help them lead more healthy and happy lives. It also means helping figure out how the digital realm and our 8000 physical stores can not only co-exist, but make each other better. More personally, I’m interested in understanding the journey that consumers go through when trying to avail themselves of self-service experiences. Where are the pain points, and how can design make it better? I feel that we will never run out of poorly-designed services that – with a little love – can be so much better.

    What new health-related website, app, or technology do you think will improve health?

    JY: In general, devices and apps that allow patients to monitor their own health, communicate it seamlessly to their caregivers, and make the right decisions.

    Why should people come to your session?

    JY: My talks tend to be light on theory, and heavy on real-world applications. I intend to use real-world examples to make my points, and but them into terms that everyone can appreciate. I might even throw in some humor.

    Solving the Health Puzzle: Can Wearables Actually Disrupt the Health Industry

    With consumers showing more interest in tracking everything from sleep patterns to blood pressure, it’s no surprise that wearables are gaining the lion’s share of attention in the digital health space. Even employers are providing wearables to staff as part of their benefits package.

    There’s a glaring need in the health care industry to gain better insight into consumer health behaviors so insurance companies, care providers and even employers can drive healthier outcomes. Wearables – such as FitBit, Nike FuelBand and Garmin Vivofit – provide this real-time, individual data, so they are uniquely positioned to revolutionize how health programs are a managed and delivered. The problem is that insurers and providers don’t have the ability to ingest and interpret this data to create such programs.

    Before wearables can really disrupt the health status quo, there are two particular challenges the industry must first address:

    1. Connectivity. Health and insurance providers need actionable data. Without a software interface that allows stakeholders to better understand consumer health data – in aggregate, anonymous form – wearables fall short of providing the actionable insights needed to create effective health benefits, care and incentives. For example, how does your health and related spending change if you log a certain number of steps in your FitBit?
    2. Accessibility. Wearables need to appeal to a diverse population and not just the health conscious or tech-savvy. Design, durability and ease-of-use need to be achieved for widespread adoption. It is important to factor in not only the twenty-something who runs on her lunch break and logs 10,000+ steps per day, but the senior citizen with hypertension and diabetes.

    Below are three ways the health industry can make wearables more useful on a larger scale:

    Leverage consumer engagement platforms: The majority of insurers and providers are simply not set up to capture and make sense of the data wearables provide. This is where consumer engagement platforms come in: they bring together data from every source that collects health information – whether that’s a wearable device, doctor charts, biometric screenings or HRA forms. From there, insurers and providers can examine and draw conclusions to create benefits, plans and incentives that will actually move the needle, while motivating consumers to use these platforms for these health and financial rewards. However, this also means that wearable companies need to make their API’s open. And even further, become truer partners and work with providers and insurers on initiatives like clinical studies to better understand efficacy.

    Expand accessibility Health devices of any kind should fit seamlessly into a user’s life. It’s all about making it easy – more durable, longer battery life, more water-resistant. It should be better designed for the every-man and the everyday. Wearables will also gain popularity as the insights become smarter. For example, rather than simply counting the steps a person takes in a day, it would be more useful for consumers to know the specific distance they should walk to reach their doctor’s prescribed amount of daily activity.

    Measure the Data to Outcomes: Finally, data consistency across all devices will allow the health industry to actually measure lifestyle data against health outcomes. To do this, we need a way to audit the data from these devices to ensure that it’s truly accurate and not falsified. As this is achieved, consumers, insurers and providers will be better able to answer questions like: If a person walks one mile per day, how does that lessen their need for certain medical services? And what does that mean in terms of cost savings for the insurer and the consumer?

    Across the United States, we’re already seeing a trend of insurance companies and health care providers adopting consumer engagement technology, with wearables playing a vital role. But to truly disrupt the health care industry, the data from these devices must be more actionable so behaviors can be correlated to real results and cost savings.

    Naimish Patel is VP Product Marketing at Audax Health. He can be reached at @naims88.

    HxRefactored Sneak Preview: Elizabeth Bacon, President & Founder, Find Wellness

    ElizabethBacon-300x300Elizabeth Bacon is the Founder of Find Wellness, and at the HxR conference, she’ll be talking about app design.

    What is your burning mission in health and why?

    EB: America’s healthcare system is broken, and its focus on providing “sick care” leaves most people without a guide when it comes to preventative care and wellness. My startup, Find Wellness, aims to support people in seeking care from natural health & wellness practitioners; we have intuitive search tools for people to find the right, qualified providers for their needs as well as easy-to-use solutions for practitioners to manage their practices. When it comes to technology, as well, the western medical system is burdened with too many disconnected systems, almost all of which are frustrating to use and some of which interfere with the delivery of care. My mission, given my background in user experience design, is to humanize technology at every touchpoint between patient and provider. By focusing on people’s goals, we can deliver innovative solutions that reduce friction and ease the way towards optimum health.

    What is your patient story?

    EB: Even my relatively limited experiences as a patient in the western healthcare system tend to leave me feeling disrespected and lost. At one point, I was told that my diet had no relationship to my intestinal problems, and that I needed to take four pills a day for the rest of my life to manage my symptoms. This approach seemed ludicrous and wrong, and I had to embark on a lengthy journey with odd twists and serendipitous turns to find my way to a healthy diet and lifestyle that has me pain-free and prescription-free. What would a less-activated patient have done in that situation? We can’t let the system beat patients down and deny our inherently individualized needs when it comes to health & wellness.

    What new health-related website, app, or technology do you think will improve health?

    EB: Naturally I’m throwing my weight behind my startup’s technology (see our website at http://www.findwellness.com) which aims to transform healthcare by growing the market for natural health & wellness practices by operating at the intersection of intuitive search, personal health tracking & big data analysis. Beyond this, I have a lot of hope for telemedicine & related efforts like those of Bright.md to simplify the pursuit of routine healthcare and lighten the load on primary care providers. Additionally, the ongoing scientific validation of ancient practices like meditation to reduce stress and improve health represent the vanguard of embracing approaches to health that don’t fit into the current western medical system model.

    Why should people come to your session?

    EB: At the session I’m leading with co-presenter Lorraine Chapman, we will share our experiences using the tools and techniques of user experience design and research to inform the creation of awesome health apps and health IT. When we understand people and their context, we can deliver solutions that fit into their lives and let them achieve their health goals. UX methods can improve both technology and health outcomes, and we hope to surprise people with how easy they are to learn and apply, no matter your role.

    HxRefactored Sneak Preview: Lorraine Chapman, Director of Health Care User Experience, Macadamian

    Lorraine-300x300This, time, our sneak peak is with Lorraine Chapman! Lorraine, in addition to being a speaker at the HxR conference, is a UX guru at Macadamian.

    What is your burning mission in health and why?

    LC: To ensure products are being designed and used without jeopardizing patient. We need to stop making clinicians and patients (or non-patients) use products that create barriers to the delivery or receipt of care.

    What is your patient story?

    LC: I first experienced, first hand, the issues surrounding health information systems when my Dad has his first, massive heart attack. Over the following 7 years, I and his caregivers learned to adapt to the fact that none of his clinicians were able to share information across a continuum of care. The care he received was phenomenal and today he has a new heart (which is already 10 years old). BUT along the road, we experience mishaps, frustrations, gaps and mis-information that can easily be fixed.

    What new health-related website, app, or technology do you think will improve health?

    LC: There are so many new “apps’ that are being trialed right now that I believe are taking us down the road. Anything that helps bridge the gap between clinician and patient when they ARE NOT in a healthcare setting will ultimately benefit everyone involved.

    Why should people come to your session?

    LC: Anyone who is involved in designing and building an application/product for healthcare,should be attending out session. There are some great ideas out there….companies who have started out with phenomenal concepts…let us help you make sure that ‘great’ idea translates into a ‘great’ experience for everyone!

    News & Updates

    TA Ventures and ABRT Fund invested $2 million in Zesty, a UK-based online health care booking service. Zesty, which began in dentistry, is looking to expand into new verticals.

    Kognito partnered with the American Academy of Pediatrics (AAP) Institute for Healthy Childhood Weight (IHCW) to create an app that addresses childhood obesity, called Change Talk: Childhood Obesity. The app, which is free to health care professionals, uses role-playing exercises and motivational interviewing techniques to help providers discuss weight management with children and their families.

    Zeel, an app that enables same-day, in-home massage appointments on-the-go, launched in Miami in beta mode. Zeel started in New York City a year ago, and is  an “Uber for massages,” with over 300 therapists in their network, according to founder Samer Hamadeh.

    drchrono raised an additional $2.69M in convertible debt funding from investors Runa Capital, Silicon Valley Bank, Box, and others. This brings the company’s total funding to $6.77 million.

    PatientsLikeMe signed a five-year agreement with Genentech to explore the use of PatientsLikeMe’s global online patient network to develop innovative ways of researching patients’ real-world experience with disease and treatment.

    The European Commission launched a consultation on mobile health technology, asking for help in finding ways to enhance the health and wellbeing of Europeans with the use of mobile devices, such as mobile phones, tablets, patient monitoring devices and other wireless devices.

    The Centers for Medicare & Medicaid Services released the Medicare Provider Utilization and Payment Data: Physician and Other Supplier Public Use File (Physician and Other Supplier PUF) data set. It contains information on services and procedures provided to Medicare beneficiaries by physicians and other health care professionals in 2012 under the Medicare Part B fee-for-service (FFS) program.

    Availity, a business solutions provider for health care, partnered with Precyse/HealthStream to offer its clients the ICD-10 education program for the physician office/ambulatory market. Precyse and HealthStream have joined forces to create this comprehensive ICD-10 education solution, delivered through HealthStream’s workforce development platform.

    Kolibree, an electric toothbrush that connects to a smartphone to display a user’s dental hygiene data, launched a crowd funding campaign on Kickstarter to raise $70K. The campaign ends on May 25, 2014.

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