PRODUCTS & SERVICES TeleHealth Services also provides healthcare-grade televisions

and patient bedside tablets, entertainment and educational content, television network infrastructure, digital signage and wayfinding systems, and audio/visual systems integration for collaborative communications that improve the patient, staff and visitor experi- ences, according to Bootes.

“While at home, people watch TV an average of six hours a day,” Bootes indicated. “In a hospital, TV viewing increases to almost 11 hours each day. Hospitals are investing in an infrastructure that pro- vides quality entertainment on high-definition televisions, creating

an entertainment experience similar to what patients and families have when they are at home.

“Innovative systems and technology infrastructure in patient rooms and throughout a hospital strategically differentiates services and creates a more satisfying patient experience,” Boo- tes continued. “The investments in Smart TVs and interactive patient engagement systems improve care, support financial reimbursements, increase patient safety and HCAHPS patient satisfaction scores resulting in better health outcomes and re- duced readmissions.” HPN

How can Supply Chain contribute to patient engagement, satisfaction? by Rick Dana Barlow

With healthcare reformers pushing consumer-driven care philosophies and customer service surveys linked to reimbursement, how can Supply Chain steer healthcare facilities toward satisfying patients and achieving successful evaluations used to justify payer reimbursement? Four experts share their insights and observations with Healthcare Purchasing News.

“To be successful the men and women of Supply Chain need to be involved on the front end to ensuring caregivers throughout the continuum of care have the necessary supplies to deliver the best quality of care possible. Organizations that view supply chain as a strategic function will involve Supply Chain leaders in the deployment and utilization of technology to improve processes and scale for growth. While virtual care’s sup- ply formulary differs from that of a traditional hospital, it remains a vital part of the success of the care delivery model. We believe that Supply Chain will increasingly become important in home- based and alternative sites of care. The supply chain may also become a technical resource on top of their traditional negotiation, inventory and delivery functions.

Vance Moore, President, Business Integration, Mercy

The complexity of patient engagement solutions and enterprise software solutions usually require Supply Chain professionals on the decision-making committee. As healthcare initiatives require delivering cost-effective improvements in patient experience while not impacting operational ef- ficiency, PDi can serve as a trusted advisor and supplier. Supply Chain professionals appreciate the proven, value-based patient technologies delivered by PDi, while facility managers and clinicians ap- preciate the collaborative design process, software customization and ease of use features. While PDi’s interactive out-of-the-box device solutions do not require added expense for on-site staff to act as a patient liaison or trainer or IT concierge staff to manage patient technology, it is important that Supply Chain be aware of other alternative total system costs, warranties and contract terms. Investing in future-proof technologies is another

key reason to involve Supply Chain early in the decision process. Healthcare facility managers, clinicians, and supply chain staff benefit by investing in these future-proof Android-based SMART technologies by PDi that easily progress to internet-enabled features (when ready!) and are compatible with many leading enterprise- based interactive patient software systems (IPS)

to further engage, satisfy and educate patients. PDi is proud to be the preferred OEM hardware supplier for these IPS solutions that help engage patients in their care and drive motivation for patients to change behaviors toward a healthy lifestyle, especially for patients needing chronic disease management. Cat Saettel, Marketing Manger, PDi Communication Systems, Inc.

The number of Supply Chain stakeholders I work with has increased in recent months. We’re sup- portive of their perspective as their expertise is directly linked to improved patient outcomes and ROI. At CareThrough, we believe collaboration is key. From emergency departments to outpatient facilities where CareThrough engages patients, Supply Chain professionals are becoming more involved in the initial conversations. I see this trend increasing as Supply Chain organizations work side by side with CFOs and Practice Managers. In today’s value based care environment, where

health systems are focused on delivering quality care, supply chain leaders understand how pur- chasing key technologies empower providers and care teams to optimize care delivery. The members of the Supply Chain team are

often strategists, and to formulate a successful solution for provider burnout and patient engage- ment you have to understand the risks, and the potential rewards. Measuring the effectiveness and efficiency of value-based care processes and determining [return-on-investment] on utilization is directly linked to the Supply Chain management focus area. We expect to see more analysis from this group as health systems focus on delivering precision care, and address population health, while maintaining a competitive advantage. Kyle Cooksey, President, CareThrough, a subsidiary of HealthChannels

Healthcare organizations have invested billions of dollars in electronic medical records and other data-driven solutions. However, healthcare provid- ers and insurers still seek meaningful engagement solutions that improve patient health and avoid the revolving door of costly readmissions.

Hospitals strive to meet value-based purchasing demands focused on increasing patient satisfac- tion. Supply Chain professionals should be fully aware and involved in the process of investing in more advanced infrastructures that support emerging patient experience technologies, especially those that motivate and encourage patients to be more knowledgeable and involved in their care.

Richard Bootes, Vice President of Product Development, TeleHealth Services

Supply Chain professionals are the experts in finding quality products while still being fiscally responsible. They have a rich breadth of experi- ence working with companies that provide good value at reasonable costs. They also know what has worked in the past and what hasn’t. Sometimes it may seem like a good decision to the clinician to select a certain product, but Supply Chain knows that the support needed for that product will exhaust internal resources or end up costing more than another product when hidden costs are factored in. They have been a valuable but often unrecognized part of healthcare organizations for many years. Often working behind the scenes, the impact of an effective Supply Chain department may not be realized. As the need for care delivery has grown with constantly evolving costs needing to be further contained, the scope of supply chain services has expanded and the critical impact of this role finally recognized. While many patients like to [bring] their own

device(s), staff require iPads and Androids for rounding. Outpatient areas and waiting rooms need kiosks for surveys. There is a hardware component, and in some cases furniture installa- tion, to provide this. Television sets may be used to mirror education that is deployed via mobile device. As patient engagement became an or- ganizational priority in hospitals, the traditional scope of Supply Chain is being expanded to include support and acquisition of tools needed for patient engagement initiatives.

Lisa Romano, R.N., Chief Nursing Officer, CipherHealth • HEALTHCARE PURCHASING NEWS • October 2018 49

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