Expert Insights: Enhancing Incident Communications featuring Renown Health

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1 Expert Insights: Enhancing Incident Communications featuring Renown Health Kevin Orput, MBA Human Resources Business Partner Renown Health, Reno, Nevada Lisa Rogers, MBA Manager, Contact Center Renown Health, Reno, Nevada

2 Agenda Who is Renown Health? Communication challenges faced by Renown Health Use cases, including STEMI alerts and on-call staffing communication What s next for Renown Health? Q&A LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group 2

3 Housekeeping Use the Q&A function to submit your questions. #everbridge #healthcomms #renownhealth We ll send out a recording after the event

4 Enhancing Incident Communications

5 Renown Health: Our Story Kevin Orput, MBA Human Resources Business Partner Renown Health, Reno, Nevada Lisa Rogers, MBA Manager, Contact Center Renown Health, Reno, Nevada Renown Health makes a genuine difference in the health and well-being of the people and communities we serve.

6 Renown Health Overview Reno s only not-for-profit, locally-governed healthcare network Over 5,600 employees Only Trauma Center between Sacramento and Salt Lake City Renown Regional Medical Center, Renown Children s Hospital, Renown South Meadows Medical Center, Renown Rehabilitation Hospital, Renown Skilled Nursing, Carson Valley Medical Center Through Renown s extensive network, we provide care to more than 75,000 patients each month. 31,632 Inpatient admissions annually 257,842 Outpatient visits yearly 100,000+ Trauma and Emergency visits per year 75,000 Urgent Care visits per year 340,000 Imaging studies per year 2,000,000 Lab tests per year

7 Communication Challenges Renown Contact Center Established November 2012 Centralized Contact Center was created in an effort to alleviate pain points brought on from outside Answering Service HIPAA compliance concerns Offered too much customization which led to an increase in error rates 24X7 PBX / Communication Systems Operation Everbridge Aware Was being used successfully in ER for STEMI notifications Piloted with Family Practice and Internal Medicine provider oncall notifications Some Limitations on Aware platform >10 templates meant searching Unable to customize by provider

8 Incident Communication Solution Everbridge Mass Notification / Incident Manager Implemented Summer of 2014 Incident Manager allowed for better customization and provided an extra level of functionality Able to customize to provider preference Incident templates allowed for better workflow Terrific support through the transition process

9 Use Case STEMI, Sepsis, Stroke ER Charge Nurse initiates messages Lab, Pharmacy, Radiology, Patient Access, Nursing Leadership, Cath Lab and other key individuals notified. Send patient information directly from the ambulance to your emergency room personnel

10 Use Case On-Call Physicians Family Practice, Internal Med, Specialty and Nurse Navigators Roughly 120 physicians and 10 Nurse Navigators Limited to text notifications only (few exceptions) No longer to have complex instructions Escalation process in place (in some cases) 3 cycles, 15 minute intervals, then escalate Reporting for accountability Limited PHI for compliance

11 Use Case Hospitalists Roughly 50 employed Physicians and midlevels rotating throughout Renown Regional Medical Center and Renown South Meadows Medical Center Highest volume with Answering Service Previously, carrying smart phones and receiving text messages from Answering Service calls per month

12 Use Case Code Triage Message to roughly 40 leaders across the organization Previously, was a manual call tree Tests / drills have been successful Not tracking confirmation Not escalating

13 Use Case PACS system (IT) First step toward mass IT notification Notifications to roughly 30 leaders and radiologists (Renown and non- Renown) Templates include: Initial Downtime Updates System Restore Scheduled Downtime

14 What s Next? Rolling out to additional IT groups 24/7 Helpdesk HipaaChat ER nurse staffing communication

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16 Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com Use the Q&A function to submit your questions. 16

17 Contact Information & Free Demo Thank you for joining us today! Download HipaaChat Today! Everbridge Resources On-Demand Webinars: White papers, case studies and more Follow us: Linkedin