QR RateMyHospital Overview 7.20.14

8/12/2019 QR RateMyHospital Overview 7.20.14

1/20

Private and confidential, Quality Reviews Inc. 2014

RateMyHospitalHospital Ratings for the Digital Age


2/20

Quality Reviews, Inc.

Flagship product: RateMyHospital

Capture and report real-time, HIPAA-securepatfeedback via mobile and web applications

Enable hospitals to Measure, Analyze, and Improvpatient experience

Real-time: Ratings | Benchmarking | Analytics Founded 2012, based in New York City

7/20/14


3/20

TeamEdward Shin, MD: CEO and Co-founder Co-founder, WellApps sold to Medivo in 2012; Co-founder, Healogica sold to Michael J. Fox Foundation Former Healthcare Head, Gerson Lehrman Group (#1 Institutional Investor-ranked) MD UPenn; Internal Medicine residency, New York Presbyterian Hospital / Columbia Presbyterian; Board-ceLeonard Achan, RN, MA, ANP: Chairman and Co-founder Chief, Access Services and Chief Communications Officer, Mount Sinai Health System Sr. Associate Dean, Global Communications, Branding and Reputation, Icahn School of Medicine at Mount MA, ANP from New York University; Fellow, Wharton School of Business, University of PennsylvaniaSeamus Mac Conaonaigh: CTO Former Chief Technologist of Informatics business, Thermo Fisher Scientific (NYSE: TMO) Former Lead Architect, Innaphase Corporation (acquired by Thermo Fisher Scientific) Former Director of Development, Varro Technologies, a bioinformatics companyBenjamin Kim: VP Product Former Product Development Lead, AxialMarket Former UX Design Lead, Gerson Lehrman Group Former Graphic / Interaction Designer, Morningstar Sonni Mun, MD: Director, Account Management Former Medical Director, Inpatient Hospice, Visiting Nurse Service of New York Former Chief, Medical Services for the Palliative Care Service, Mount Sinai Medical Center; Director, Palliativ MD LSU; Internal Medicine residency, Mount Sinai Medical Center; Board-certified in Internal Medicine

7/20/14


4/20

Advisory BoardBen Chodor Former Chief Executive Officer and Co-founder of Happtique Founder of Stream57Shana Fisher Managing Partner, Highline Venture Partners Former Senior Vice President, Strategy and Mergers & Acquisitions at IAC Former Vice President and Director Media Telecom Mergers & Acquisitions at Allen & Co. Mark Gerson Co-founder, Quality Reviews Chairman & Co-founder of Gerson Lehrman Group Chairman & Co-founder: Thuzio, AxialMarket, Matterhorn Data, United Hatzalah, African HeaWilliam Holiber President and Chief Executive Officer of US News & World Reportand the New York Daily NeConnie Klepper Senior Vice President, Managed Care & Business Development at Mount Sinai Health System Former President and Chief Operating Officer of NexxtHealth Former Senior Vice President, Medical Delivery & Managed Care Risk at Empire Blue Cross B7/20/14


5/20

Problem Paper Surveys for Patients Expensive, poor response rates, slow collection (months) Not real-time; not secure feedback Difficult to analyze paper-based data in timely manner Cant solve current problems with out-of-date data

7/20/14


6/20

Hospital Ratings Dollars at Stake

7/20/14

The Hospital Value-Based Purchasing VBP) Programis a Centers fo& Medicaid Services (CMS) initiative that rewards acute-care hospitalincentive payments for the quality of care they provide to people with

Clinical Process of Care 70%Patient Experience of Care(HCAHPS Survey) 30%

Total Performance Score (TPS) FY 2013, CMS withhoreimbursement

$850 million in 2013 Withhold increases to TPS used to calculatepayments Half of hospitals win, h

!"#$% !"#$%#&'() +,-#. /%#,01&,2 31,45'6( 789 9"1:"6;% #'


7/20

7/20/14

RateMyHospital- How it WorksPatient leaves hospital or

clinic Patient receives SMS textwith HIPAA-secure survey

link Patient fills out survey on

smartphone

Su

ti


8/20

RateMyHospital

7/20/14

Give patients avoice - let themknow we care

Perservand

qua

Measureimprovements in

patient satisfactionreal-time

Data-driven patientexperience feedback

drives actionableimprovements

Hospitalsand clinics


9/20

7/20/14

RateMyHospital- Real-time FeedbackHow does it work? Patients are sent a link to a HIPAA-secure, web-basedmessage to their smartphone

As soon as patients complete the survey, data is upda

Who gets surveyed? All patients with a smartphone seen at hospital or clinicWhen are surveys sent? Within one hour after patients visit or hospitalization

How real time is it? As soon as patients complete the survey, data is upda

What information is collected? Standard satisfaction questions on a 5-point scale or y Customizable questions and free-text comments (optio

How is the information used? Enable data-driven decision making Quickly identify customer service trends & opportunitie Exportable data for more in-depth understanding


10/20

Actionable Data Leads To Multifaceted Val

FinanceWin incentive payments fromCMS in an era of Value-BasedPurchasingWin incentive payments fromprivate insurers in era of pay-for-performanceMSSP rewards those ACOswho control costs and deliverhigh qualitycare

7/20/14

OperationsTake a patients first approachto measuring and improvingpatient experience andoutcomes in real-timeTimely resource allocation:calibrate staffing and training

programs based on real-timepatient feedbackTimely service recovery: improveservice in real-time

MaDirect commuto patientsPositive brandfor patientsIncreasing tra

patient experipositive pressawarenessYour best newcurrent patienretention and

referrals


11/20

RateMyHospitalfor Payers and Employer

Performance ImprovementIncrease transparency Hold providers and providerorganizations accountable fordelivery of quality careCollect better patientexperience data that iscurrently measured by CMS,state, and self-insuredemployers

7/20/14

Financial AccountabilityFinancial negotiation leverage inan era of pay-for-performanceAccurate patient experiencedata to help calculateperformance incentive payments Match patient experience datato claims data powerfulanalytics tool

Market DiffeDirect-to-coninsurance macommunicatiomembers is a

Positive brandfor membersDemonstrate members thatis a top priorit


12/20

RateMyHospital - Pricing Model Annual subscription fee Pricing:

Outpatient: based on number of patient discharges per Inpatient: based on number of patient hospitalization da

Flexible subscription plans: from department to ehealth system level

Unlimited text messages All patients with mobile number are texted

7/20/14


13/20

Thank You

Edward Shin, MD [email protected] (646) 418 - 3015

Newsday Long Island, Feb. 2, 2013

7/20/14

Real-time Pat Ratings Benchmar

Analytics


14/20

Appendix

7/20/14


15/20

Why MeasureMy plan to fix the worlds biggest problems measure themFrom the fight

against polio to fixing education, whats missing is often good measurement and a

commitment to follow the data. We can do better. We have the tools at hand. Bill Gates, Wall Street Journal, Jan. 26, 2013

Millions of dollars of revenue now depend on improving patients perception of

the hospital.

NY Times, Jun. 10, 2012

The best thing you can do is listen to your patients and theyll tell you whats

wrong and whats right. David Feinberg, CEO, UCLA Health System, Advisory Board Daily Brief, Sept. 16, 2011

7/20/14


16/20

Hospital Ratings Half Win, Half Lose

7/20/14

The Hospital Value-Based Purchasing VBP) Programis a Centers fo& Medicaid Services (CMS) initiative that rewards acute-care hospitalincentive payments for the quality of care they provide to people with

Clinical Process of Care

70%

Patient Experience of Care(HCAHPS Survey) 30%

Total Performance Score (TPS) FY 2013, CMS withhoreimbursement

$850 million in 2013

Withhold increases to TPS used to calculatepayments Half of hospitals win, h

!"#$% !"#$%#&'() +,-#. /%#,01&,2 31,45'6( 789 9"1:"6;% #'


17/20

The Challenge HCAHPS SurveyValue-Based Purchasing VBP Components Most Difficult VBP Measure to

as Identified by Hospital Leade

30% Patient Experience70% Clinical Measures

HCAHPS Performance Domains Included in VBP1. Communication with nurses 2. Communication with doctors3. Responsiveness of hospital staff4. Pain management 5. Communication about medicines 6. Discharge information 7. Hospital environment (quiet, noise) 8. Overall hospital rating

HCAHPS 50%Heart Failure 16%

HAIs 8%Pneumonia 8%

SCIP 7%AMI 2%

Other 8%

Source: Advisory Board Company, Delivering on Value, 2012 Wolf JA, Sta

Hospitals, The Beryl Institute, Spring 2011; Centers for Medicaid and MediHealthLeaders Media, Value Based Purchasing: Facing the HCAHPs Hurdl

7/20/14


18/20

Dollars at RiskVBP Incentive Payment Calculations at a Typical 300-Bed Hospital

Weston Hospital1

300-bed hospital located inthe Midwest$400MM total annual revenue

Dollars at Risk

1% withhold in FY2013:$700K2% withhold in FY2017:$1.4MM

Commercial payexperience meareimbursementPatient satisfactcalculation

Additional C

!-*./(.0)'1 */2345'1 /6 '7.('8. 9'0/9'1 24:.

$/;().< =>742/(? @/'(>% 6&?5&: '># 960#&' =@4#"5#&?#2A +,!+A "#$

7/20/14


19/20

Patient Experience PriorityQ: Relative to all the priorities in your organization, where does patient

experience rank today?The top priority 24%In the top two 33%In the top three 27%In the top five 12%In the top ten 3%Not a priority 1% $/;().< B.'15*1.'>.(2 #.>4'% C960#&' =@4#"5#&?# 6&. 3B+39CD E5F(# B1&,#&,%, 1& 6 G14 9"51"

7/20/14


20/20

Patient Experience Matters

Reduces MalpracticeRisk

The Relation of Patient Satisfaction withComplaints Against Physicians and MalpracticeLawsuitsStudy found that physicians with lower patientsatisfaction ratings were at greater risk forcomplaints and malpractice lawsuits

Improve Quality OutcomesPatient Satisfaction and Its Relationship withClinical Quality and Inpatient Mortality in AcuteMyocardial Infarction Reported that higher patient satisfaction wasassociated with lower risk-adjusted mortality

Reduces 30Day

Relationship Betwewith Inpatient CareReadmission Within

Study found that hisatisfaction and satplanning was assocreadmission rates aquality

$/;().< =>742/(? @/'(> +,!+%

QR RateMyHospital Overview 7.20.14

Documents

Transcript of QR RateMyHospital Overview 7.20.14