Presented at the Nov 29, 2016 at the Australian national I.T. in Aged Care ITAC Conference in Melbourne, prior to the national roll-out of Consumer Directed Choice (CDC) in homecare. Share this: http://bit.ly/itac17

1. Social Media & Digital Tools
to Support Seniors+Carers
presented to I.T. in Aged Care executives
in Australia, November 2016
Wen Dombrowski, MD, MBA
Chief Convergence Officer, CATALAIZE
@HealthcareWen #ITAC2016
www.CATALAIZE.com

2. Cross-Functional Collaboration
for Integrated Digital Strategy
Marketing
Fin-
ance
Operations
I.T.
@HealthcareWen #ITAC2016

3. Consumer Expectations
@HealthcareWen #ITAC2016

4. Website Basics
•Current & potential clients will
leave if frustrated
•Mobile-responsive
•Accessible font size
•Easy to navigate
•Information & Decision tools: clear
service options & easy to choose
•Identify popular topics
•Webchat
@HealthcareWen #ITAC2016

5. Information Tools for
Seniors & Carers
• Websites
• Educational videos
(e.g. caregiving tasks)
• Personalized guidance
(e.g. self-care)
@HealthcareWen #ITAC2016
• Resource matching
online platforms:
• Caregiving aides
• Roommates
• Senior facilities
• Insurance plans

6. Social Media & Multimedia
•Don’t spam
•Educate, Inspire
•Interact
•Listen
•Respond
@HealthcareWen #ITAC2016

7. Respond to Social Media
& Customer Reviews
•Designate savvy staff (not intern)
•Social media listening tools
•Offer solutions w/o spamming
•Amplify positive
•Acknowledge negative
direct unhappy
to private comm
•Protect privacy
@HealthcareWen #ITAC2016

8. Online Behavior Data
•Analyze individual web use
•Identify specific needs
 reach out to offer solutions
• Ex: potential client searching for
dementia care
• Ex: existing client searching for
resources or symptom
@HealthcareWen #ITAC2016

9. Client
prefs
Clinical
data
Finance
data
Online
data
Client Profile Summary
@HealthcareWen #ITAC2016
Team
input
Family
info

10. Enterprise Data Strategy
•Master Data Management
•Master Person Index, records match
•Interoperability & Integration
•Data Aggregation vs. Virtualization
•Flexible Data Architecture &
Ontologies
•Data Contextualization & Veracity
•Data Capture, Extract, Transform
•Data Governance, Security
@HealthcareWen #ITAC2016Reference input from Nardo Manaloto (CEO, CATALAIZE)

11. Omni-Channel Engagement
•Digital comms beyond FB & Tw
•Private social networks
•Messaging apps
•Chatbots
•Email
•SMS text
•Phone calls
•Etc
@HealthcareWen #ITAC2016

12. SMS Text Messaging
•Assess & survey
•Counseling
•Reminders
•Education
•Chatbots
•Sync with each client’s profile
@HealthcareWen #ITAC2016
Guillory, Reid et al. Clin J Pain 2015;31:548-556.
Image from Carey Reid PhD TRIPLL.org

13. Call Center
•Inbound/Reactive vs.
Outbound/Proactive
•Admin vs. Care needs
•Human vs. IVR/Voice vs. Phone Tree
•Route calls to appropriate staff
•Client profile, whisper tones &
customized scripts @HealthcareWen #ITAC2016

14. Video calls
•Telemedicine, virtual consults,
telecommute team meetings
•Real-time vs. Asynch (esp. if
limited internet bandwidth)
•Hardware-agnostic
platforms
@HealthcareWen #ITAC2016

15. Remote Patient Monitoring
•Biometrics, Activity, Symptoms,
Home, Location
•Device-agnostic data collection
•Manual intermittent
•Automatic continuous
•Predictive analytics & AI to
identify risk segment & intervene:
•Protocols & BPM
•Clinical call center @HealthcareWen #ITAC2016

16. •Virtual Reality for:
•Pain treatment
•Cognitive assess
•Physical exercise
•Virtual Rehab
•Social games
•Education
Digital Therapeutics
@HealthcareWen #ITAC2016

17. Coordinating with Family Carers
Keep families updated & get their input
Connecting…
• Clients, Carers
• Care managers
• Physicians, nurses
• Physiotherapists
• Community resources
• Et al
@HealthcareWen #ITAC2016

18. Engaging Staff
•Internal communications:
•Updates
•Build culture of service & innov
•E-learning LMS
•Internal collaboration tools
•Crowdsource suggestions
@HealthcareWen #ITAC2016

19. Improve Operational Efficiencies
•Logistics
•BPM, Workflow
•Staff & resource
allocation matching
•Geographic assignments & routing
•Quality control, transparency,
accountability
•A/B testing, PDSA, iterative design
@HealthcareWen #ITAC2016

20. Tech = core to
Business Model Innovation
Advantages of “Uber”-ization:
• Consumer app is only 1 component…
• Data to manage logistics
• Match consumers to qualified workers
• Personalization
• Just in time delivery
• Financial transactions
• Customer reviews
• Transparency
@HealthcareWen #ITAC2016

21. Artificial Intelligence (AI)
& Machine Learning (ML)
• Predict needs
• Recommend what to do next
• Intelligent Virtual Agents
(companionship & coordinate services)
• Robots (companion., physical assistance, monitoring)
• Smart Home Automation & IoT sensor monitoring
• Self-Driving Cars & transport
• Voice Recognition (words, mood, disease)
• Computer Vision (environ & behaviors)
• Other non-text inputs
@HealthcareWen #ITAC2016Reference input from Nardo Manaloto (CEO, CATALAIZE)

22. Creative Use of “Everyday Tech”:
Amazon Echo
Voice UI + Continuously Available + Nonintrusive
“My Mom is getting up in age and eyesight poor…
• Enjoys books but cannot read  use Echo to listen
• Trouble dialing phone  ‘Alexa trigger Bob call me’
• ‘Add bread to my shopping list’
My Mom wants her independence but I worry…
Alexa’s History feature:
• Mom asked for weather at 6:30am so I knew she was up
• She asked the time 4-5x at night, having trouble sleeping.
• She asks for jokes, music, sports scores, etc. for me to know
her mood and well-being.”
lovemyecho.com/2016/01/22/how-echo-can-
help-care-for-aging-or-disabled-family-members @HealthcareWen #ITAC2016

23. Understand The End-Users
Users or Buyers may be:
• Older adult
• Family
• Aides
• Clinicians
• Administrative Managers
• Employers, Insurance, Gov
Put yourself in each of their shoes to
understand their frustrations, needs, wishes
• What are their underlying pain points?
• UX Research
• Co-creation
• Testing & Feedback @HealthcareWen #ITAC2016

24. In summary…
Data + Digital Communication
Technologies
↓↓↓
New ✋Service & 💲Revenue Models
But service transformation requires
executive teams aligned in vision,
committed to financial investment
and culture change…
Involve CEO, CFO, COO, CIO, CMO, CCO, and
front-line workers, clients, families to co-design
@HealthcareWen #ITAC2016

25. Questions or
interest in collaborating?
Contact us at www.CATALAIZE.com
Wen Dombrowski, MD, MBA
Chief Convergence Officer, CATALAIZE
@HealthcareWen #ITAC2016