Transcript Presentation to UnitedHealth Group September 26, 2011

Re-Engineer the Patient Experience
Engineered Care
Evidence in Action
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Introduction to Engineered Care
Driving Patient Excellence
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Engineered Care is a Health Technology company bringing innovative software to
the healthcare industry.
– Founded in 2009.
– Work with hospitals, healthcare plans, long-term care facilities, public health
departments.
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Company History
– In 2009, partnered with Boston Medical Center to commercialize Project RED
– Through years of user-testing, products have expanded to work within today’s
healthcare IT environment
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Our focus
– Transition of Care
– Patient Quality and Safety
– Innovative technology
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Engineered Care’s Approach to Quality
Addressing a Particular Care Scenario
 Understand the workflow process and desired outcomes
 Create a framework for delivering desired outcomes
 Engineer an optimal technology solution
 Run a clinical trial
We use technology for what it’s good at:
 Delivering relevant information to providers
 Guiding workflow to maintain consistency
 Improving efficiency
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Example: Project Red
 RED stands for Re-Engineered Discharge process
– A set of best practices for transitions from the in-patient setting
– Focused on the patient and the provider experience
– User-friendly focus group tested materials given to patients
 Boston Medical Center clinical trial results
– 30% overall reduction in readmissions
– Decrease in health system costs
– Greater patient satisfaction
 Initial research was performed at Boston Medical Center
with AHRQ and NIH/NHLBI funding
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Defining the Standard of Care
RED’s 11 Mutually Reinforcing Components are the foundation to Project RED’s
Transition of Care Program
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Medication reconciliation
Reconcile discharge plan with National Guidelines
Follow-up appointments
Adopted by
Outstanding tests
Post-discharge services
National Quality Forum
Written discharge plan
as one of 30 US
What to do if a problem arises
"Safe Practices" (SP-11)
Patient education
Assess patient understanding
Discharge summary sent to PCP
Telephone Reinforcement
Our software tools help implement the evidence-based Project RED program
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Driving Clinical Quality Improvement with Technology
How We Engineer an Optimal Technology Solution
1. Understand how the patient interacts with the healthcare
system and what they need
2. Understand what the providers need to properly deliver care
3. Iterate, Iterate, Iterate
Resulting Patient Facing Innovations:
1. After Hospital Care Plan
2. Virtual Health Coaches
Resulting Provider Innovations:
1. Care Transitions Portal
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Exploring the Patient Care Plan
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Exploring the Care Transitions Portal
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Virtual Health Coaches and Engineered Care
Engineered Care explores how to best serve
patients and healthcare organizations
through the use of Virtual Agents
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Virtual Agents in Healthcare
 How Virtual Health Coaches Improve Healthcare
– Promote learning through a consistent, reproducible interface
– Establish a connection by being relevant and engaging
– Provide motivational outcomes
 Research results from various Virtual Agent studies:
– Patients are significantly more likely to:
• Know their diagnosis
• Visited a PCP for follow-up
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Meet Elizabeth
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Meet Elizabeth. Our first Version 1 of an Embodied
Conversational Agent. Developed in academic research
at MIT and Northeastern in early 2000.
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Meet Louise
1.1
Meet Louise. Our first Version 1.1 of an Embodied
Conversational Agent. Developed in academic research
at BMC, MIT and Northeastern in mid-2000s.
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Demo of Louise
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Understanding Louise
Embodied Conversational Agent V1.1
• Flash-based two dimensional
• One static scene
• Text-to-speech
• End-user training
• Empathy to promote relationship
• Interaction Model: Expert
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Meet Anna
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Meet Anna. She’s one of our latest generation of Virtual Agents.
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Demo Anna
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Virtual Agent Characteristics
Eye Contact
Voice
Research has shown that Users develop
relationships with Virtual Agents similar
to human relationships. Physical
presence and actions play a large role.
Lip Sync
Hand
gestures
Body
language
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Evolving Technology
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Louise
Anna
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Role in Healthcare
In a healthcare
organization. Serving
as an expert.
In the home. Support individuals with
various health subjects and diagnosis.
Used today for
discharge education.
Used today for providing Women, Infant
and Children (WIC) education.
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The Future
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Working today to introduce Virtual Agents as part of the patient’s Care Team
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Studies with Virtual Louise has shown:
– Patients confiding in Virtual Agents
– Steps to Health program showed more steps taken by individuals who interacted with a
Virtual Agent regularly
– Individuals related to Virtual Agents when agents told more 1st person stories
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Individuals were more accountable to Virtual Agents through the relationships
developed between Agent and Individual User
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For more information, please contact us at:
[email protected]
+1.415.493.8362
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Engineered Care Team
Chris Corio, Chief Executive Officer:
Prior to founding Engineered Care, Mr. Corio worked for Microsoft where he designed security technologies used every day in the
Windows operating system. Mr. Corio graduated from the University of Pennsylvania with a BSE in Computer Science and
Engineering where his primary research focused on computer facial animation and associated human perception. Mr. Corio
received two early patents for inventing technology to manage the transmission of electronic medical records between hospital
information systems.
Marcus Frazier, Director of Engineering:
Prior to working at Engineered Care, Mr. Frazier worked for Microsoft on the Windows Networking and SharePoint Online
teams. Mr. Frazier has a degree in Computer Science Engineering from the University of Michigan. He has been actively
developing software for over 10 years working in both fast paced startups and large organizations.
Michael Paasche-Orlow, MD, MA, MPH, Chief Medical Officer:
Dr. Paasche-Orlow is a nationally recognized expert in health literacy. His work has focused on patient-centered interventions
that leverage health information technologies. Dr. Paasche-Orlow is the Associate Director of the Boston University School of
Medicine, General Internal Medicine Fellowship Program and is currently mentoring 6 fellows and junior faculty members. Dr.
Paasche-Orlow is one of the co-developers of Project RED.
Vandna Mittal, MPH, Director of Marketing
Prior to working at Engineered Care, Ms. Mittal worked for public health organizations focusing on using technology solutions
with population groups. Ms. Mittal implemented an award-winning text-messaging campaign for the California Department of
Public Health. Ms. Mittal graduated from Boston University with a Masters in Public Health in Health Policy and Management.
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