Unified Communications Strategy Development

1. Unified Communications Strategy Development Steering Committee Sub-Committee February 26, 2010

2. Meeting Goals • Launch the Steering Committee & Project • Obtain Direction/Input on the Following: • Steering Committee Composition/Roles • Problem Statement • Scope • Approach • Areas for Review • RACI - Roles

3. What Is Unified Communications?One Vendor’s Vision – UKHC Needs to Define Our Vision

4. Unified Communications Strategy Development Steering Committee & Project Team

5. Unified Communication Strategy Steering Committee Need Steering Committee Input/Direction • Darrell Griffith • John Phillips • Suzanne Prevost • Ann Smith • Carol Steltenkamp, MD • Colleen Swartz – Co-Chair • Tim Tarnowski – Co-Chair • Diana Weaver • Mark Armstrong • Mike Blechner, MD • Murray Clark • Joe Conigliaro, MD • Jonathan Curtright • Paul DePriest, MD • Judi Dunn • Byron Gabbard • Pete Gilbert • Draft Steering Committee Roles: • Oversee/Guide the Overall Unified Communication Project Activities • Ensure Scope & Approach Fit With Other Activities • Influence Impacted Resources to Contribute to This Effort • Help Teams Get to Right Areas/Resources • Support the Priority of This Initiative

6. Project Leadership Structure Project Steering Committee Project Sponsors Tim Tarnowski, Colleen Swartz Project Leads John Montgomery, Donna Wimberg ITS Tech. Leads James, Paul, Ben Other Vendor Lead(s) as Needed Hill-Rom Leads Michelle, Matt ITS Clinical Leads Michelle, Paulette, Carla

7. RACI RolesDRAFT - Need Steering Committee Input/Direction

8. Unified Communications Strategy Development Problem Statement

9. Draft Problem Statement Need Steering Committee Input • Draft Problem Statement: • Lacking Overall Vision/Strategy/Governance for Enterprise Unified Communications • Current communication processes are confusing, ineffective and inefficient • Fragmented, duplicated, confusing and inconsistent messages • Data integrity issues, slow response time, a negative and/or non response. • Breeds lack of trust and/or lack of urgency between the caregivers. • Potential Causes: • Multiple & disparate communication channels • Too many devices/channels • Unclear roles &/or misunderstood communication approaches • Lack of training • Unclear send of message • Unconfirmed receipt of message • Lack of clarity in message sent • No standard definitions (e.g. urgency, response needed by, etc.)

10. Unified Communications Strategy Development Scope & High Level Approach

11. Draft Project ScopeNeed Steering Committee Input/Definition • Draft Scope: • UK HealthCare Enterprise • Communications for Patient Journey(s) Through Hospitals and Clinics • Start: Post Registration/Admission • End: Patient Discharge/Transfer • Excluded from Scope: • News Letters, Marketing Tools, Webex, Conference Materials, Seminar Materials, Web Sites, Meeting Materials • Provide Communications Analysis & Design of the Following Projects But Implementations Are the Responsibility of Existing Implementation Teams • Stryker Bed Replacement • Nurse Call • Patient Education leaflets • ICU Family Kiosk • Patient Registration, Scheduling, Billing

12. Draft High Level Approach Need Steering Committee Input • Document Current State Communications Approaches • Document “Voice of the Customer” – 1:1, Observation, Department Meetings, Surveys (Handouts) • Review current communication channels within the UK HealthCare enterprise following the Patient’s Journey from Entry to Discharge • Physicians/Nurses/Ancillaries/Other Caregivers/Service Providers • Patients/Families • “Shadow” Patient Flow & Caregivers/Staff Along the Patient Flow • Inventory All Communication Channels/Devices/Methods • Market Survey/Site Visits/Best Practices in Unified Communications • Develop Future State Vision, Strategy, Governance for Enterprise Communications Approaches • Develop a “Desired Unified Communication Future State” • Implement a “Hospital of the Future” Environment • Clear cut messages that deliver concise data/information using efficient and effective communication channels in a timely manner • Validate Future State (Industry Experts/Vendors) – AONE, Cisco, Gartner, HCAB, Hill Rom, IHI, Sg2, TCAB • Select & Prioritize Solutions to Implement • Pilot Selected Solutions • Develop Multi-Year Implementation Plan • Rollout Successfully Piloted Solutions • Develop & Implement Support Model • Measure Effectiveness of Implemented Solutions & Support Model • Post Implementation Benefits Realization • Adjust Solutions & Support Modal As Required

13. Draft Activity Schedule

14. Areas for Review Need Steering Committee Input

15. Communication Strategy – Next Steps • Update Project Charter Document/Sponsor Approval • Follow Activity Schedule • Schedule Next Steering Committee – Conclusions of: • Current State Analysis • Best Practice Research • Next Steps: Future State Development

16. Unified Communications Strategy Development Exhibits

17. Draft Current State Survey • Facility ____________________________________________, Department ________________________________________ • We would appreciate your input on improving communications among caregivers, patients and families. Please take a few minutes to respond to the following: • Please describe your role: • Administrative Support • Ancillary support • Management • Nurse • Physician • Resident • Tech/Nurse’s Aide • Technical support • Therapies • Unit Coordinator • Other • What shift do you work? • Day shift 12 hrs • Night shift 12 hrs • Day Shift 8 hrs (1st Shift) • Evening Shift 8 hrs (2nd Shift) • Night Shift 8 hrs (3rd Shift) • WEPP • Other

18. Draft Current State Survey

19. Draft Current State Survey

20. Ambulatory Teams to Use for Communication Strategy Ambulatory Operations: • Lori Bruelheide • Jonathan Curtright • Kristen Gobel • Courtney Higdon • Jodi Martin • Sara Roberts Physician: • Shawn Caudill, MD • Phillip Chang MD • David Moliterno, MD • Carmel Wallace, MD • Need Imaging

21. Items to Consider • Ideas submitted for Problems to Solve: • University Policy on Cell Phones – Need Solution for UKHC • “Things that go beep in the rooms & providers/staff need to respond” • Internal “911” Concept (Who Do I Call for Emergencies?) • Room Signs • Building Signage • Bulletin Boards/Smart Boards • Overhead Paging • Multi-Use ID Badges (Employee, Security, Parking, Student, Cafeteria, Registration, etc.) • I Carry 2 Pagers, a Cell Phone, Vocera, etc. Yet We Can’t Effectively Communicate • BEEP System has Inaccurate Pager Information • Patients Pending Discharge • On-Demand interpretation • Fall Prevention Program Support • Device Integration - Integrating into EMR & Communicating Results to Caregivers • Receive text message with code issued for each tube in pneumatic tube system • Telephones/Voice Mail • Fax • E-Mail • Patient Education Materials for Patients & Families • On Demand Interpretation • Traceability/Audit Trail (e.g. How do I know they received my message?)

22. Potential Solutions to Consider • Ideas Submitted on Solutions: • Smart Medical Devices • Alert & Alarm Systems • Medical Device Connectivity Engines (MB Bus, Emergin) • Wireless Communication Devices • Visual Displays (Dome Lights, Bed Boards, etc.) • Patient Flow Technologies • Clinical Dashboards • Global Staff to Patient Assignment • Patient to Device Assignment • Computerized Medication Administration • Barcode Readers • Locating Technologies (Patient, Staff, Equipment) • Text Messaging • Instant Messaging • Medical Devices • Dictation/Transcription • Ideas Submitted on Solutions: • i-Pad, Tablets • Cell Phones, PDA, Smart Phone • VOIP Phones • BEEP/Replacement • Globalwatchtower.com (on demand interpretation) • Voalte.com • Vocera • Pagers • Med-movies • E-mail • Voice-mail • Infotainment/Get Well Network • Patient Kiosks • Nurse Call • Electronic Medical Record • Smart Bed • Patient Safety Technologies

23. Existing Teams to Use for Communication Strategy • Leadership Cohort #1 • PCF Inpatient Team-Kathleen Kopser • Rapid Response Team-Kathy Semones/Darlene Spalding/Brandy Mathews • Code Team-Patti Howard/Steve Dunn • Staff Nurse/Resident Team (NEW) • Trauma “Red Pager System” Users-Lisa Fryman • Hospital Throughput Team – Brandi Matthews • Nursing Teams-Kathleen Kopser • Physician Teams- Paul DePriest, MD • Lab- Barb Bush/Paul Bachner MD, Mike Blechner MD • Radiology- Sheryl Abercrombie/Liz Oates, MD • Pharmacy- Armitstead/Hite • Supplies/Materials – Petter/Payton • Therapists- Barb Atkins • EVS/Housekeeping- Ann Smith now supervising I think • Social Workers- Betsy Corman/Brandy Mathews • Chaplancy- Suzanne Springate • Patient Care Facilitators- Betsy Corman/Brandy Mathews • House Supervisors- Brandy Mathews • Child Life Team (Children’s Hospital)- Judy Martin • Call Center, Courtney Higdon

24. Unified Communications Strategy DevelopmentQuestions/Comments? Steering Committee Sub-Committee February 26, 2010