How to Achieve Your Multi-Million Dollar Value from Your EHR Investment

1. How to Achieve Your Multi-Million Dollar Value from Your EHR Investment February 17, 2014

2. Participants will: Learning Objectives Discuss industry challenges in realizing value from IT investments Review a practical framework for evaluating your organization’s capability to realize value. Learn key tactics for getting your organization focused on benefits and ROI.

3. Results of CIO Prioritization Exercise(October 2012 CHIME Fall Forum) Votes: Actual funded priorities over the next 2 years What else in an ideal world would you focus on in the next 2 years?

4. Realize the Full Benefit of the EHRWhat are stakeholders saying? • “Our system just doesn’t seem to work well, and I have heard from colleagues that there is a better EHR out there – let’s buy that new system!” • “Documentation is full of too much extra stuff, and I can’t find the information I need to take care of my patients – how do we fix this?” • “We spent lots of time and dollars to put in this system and have been working with it for 4 years but we still haven’t seen any improvements in our coding and revenue.” There are many symptoms of EHRs that are under-performing • Dissatisfied clinicians, staff and patients/customers • Low adoption rates • Multiple workarounds • Promised benefits (clinical and revenue) unrealized

5. Value Realization Key Drivers • Physician engagement/ satisfaction • Accountable care • Brand/reputation • Data driven culture • Meaningful Use • ICD-10 • Shift from volume-based care to value-based care Population Health Experience of Care Per Capita Cost

6. Value Realization (VR) Framework

7. Value Realization: What is it? Optimizethe user experience (physicians, staff and patients/ consumers) Realize increased value from your EHR investment 1. Optimize 3. Realize 2. Measure Measure associated benefit metrics

8. Value Realization: Core Competencies In order to maximize the value of an Electronic Health Record (EHR), it is critical to develop a roadmap that addresses many core competencies, all in support of an optimized user experience and continuous value realization.

9. Value Realization: Competency Definitions • 1. User Experience: Optimize the process and supporting systems to enhance the overall user experience (both clinicians and patients/consumers). • 2. Governance: focus on value, accountability, alignment and mitigation of risks. • 3. Change Leadership: Create a culture and a framework to make changes faster, smarter and more effective. • 4. Performance Improvement: Measure the output of a particular process or procedure, then modify it to increase the output, increase efficiency and effectiveness. • 5. Training and Education: Offer learning methods that match the time constraints and learning styles of end users to introduce new functionality and improved ways of interacting with the system. • 6. IT Services: Align business and IT objectives to ensure delivery of value to the organization while mitigating risks and maximizing user satisfaction.

10. Value Realization Maturity Model Value is expected and outcomes are achieved Leaders held accountable for outcomes Quality and efficiency maximized Centrally chartered performance improvement projects User groups are leveraged Benefit metrics owned, tracked and actively managed Training addresses needs Satisfaction and adoption is increasing Pockets of proficiency Change control board and process established Analytics capabilities enhanced Processes are established to manage and measure metrics and KPIs Productivity and process efficiency is low Large backlog of requests Limited benefit metrics Low adoption and user satisfaction FOUNDATIONAL ASPIRATIONAL PROFICIENT TRANSFORMED PEOPLE, POLICIES, TECHNOLOGY ADOPTION

11. EHR Value Realization Framework Maturity Levels People Competencies User Experience Governance Process Technology Change Leadership Performance Improvement Training and Education IT Services FOUNDATIONAL ASPIRATIONAL PROFICIENT TRANSFORMED BENEFITS FRAMEWORK

12. Steps in the EHR VR Methodology “Call to Action” Shared framework and goals Project Kickoff • “Assess the • Current State” • Evaluate experiences, perceptions and beliefs • Analyze current system configuration / opportunities • Document influencing factors “Define the Vision” Facilitate group visioning Develop guiding principles “Plan and Execute” Implement quick wins (intense short-term effort; big benefit Develop roadmap

13. Benefits Framework

14. How Do You Know When You Have Achieved Value from Your EMR? Quality Patient Experience Cost VALUE Safety Benefits must be measured and managed to achieve value.

15. Benefits FrameworkProcess to Identify, Track and Manage Benefits • Develop short-list of strategic benefit objectives with named owners • Secure executive agreement • Describe and communicate each benefit objective including: • Benefit statement – what will be achieved? • Selected metric(s) – how it will be tracked? • Expected outcome – what is the target? • Timeframe to realize outcome – when will the target be achieved? • Required technology change – what design/configuration will support this? • Required process change – what process/staffing will support this? • Establish governance group to oversee benefit metric progress and address any barriers • Develop tool to track the status of the functional build and process changes required to achieve expected benefit outcome • Develop tool to track the status of benefit metrics based on expected timeline to goal

16. Example MetricsGoal: Improve Coding Efficiency

17. Industry Examples The potential to realize significant benefits from your EHR is high when you manage your initiatives using a Benefits Framework. Allina Health Clinical resource use - $12.4 mm Adverse drug events - $4.8 mm Duplicate testing - $800,000 Drug utilization/cost - $600,000 Documentation workload - $1.7 mm Order proc. workload - $1.2 mm HIM workload - $2.5 mm Accounts rec. reduction - $2.4 mm Denial reduction - $15.5 mm Data quality improvement - $7.8 mm Net revenue increases - $5.1 mm Revenue cycle FTEs - $800,000 Texas Health Resources Evidence-based care - > $50 mm Medication safety - $8-15 mm Complications reduction - NQ Order turnaround time - 1-2 hrs Increase efficiency - NQ Patient throughput - ED LOS cut Reduce paper forms - $1 mm Reduce denials - NQ Optimize medication use Charge capture - $ 2-3 mm • Sentara Healthcare • Nursing OT, retention - $5.2 mm • IT maintenance - $4.2 mm • Medical rec./transcript. - $4.1 mm • Increased O/P services - $3.2 mm • Reduced length of stay - $3.1 mm • Reduced ADEs - $2.9 mm • Reduced paper/storage - $2.4 mm • Other improvements - $4.9 mm Total: $55.6 million Across 11 hospitals Total: $60-69 million Across 13 hospitals Total: $30 million Across 11 hospitals Source: HIMSS Davies Award Applications

18. Key Takeaways • Engagement is required from all parts of the organization; this is not an IT initiative • Value realization is a multi-dimensional effort; need to consider organizational structures, behaviors and processes • Benefits must be measured and managed to achieve value • There are no quick fixes to achieve sustained value • Itis critical to understand where you are starting from across all competency areas before you can develop a plan to improve and achieve your vision • Strive to develop a balanced plan that facilitates quick wins and aligns to the strategies of the organization • Change leadership is required to establish a culture where value is expected and achieved

19. Q&A