Posts tagged "Health IT"

March 26, 2012

Highlighting Adobe Solutions at HIMSS 2012

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Private sector
Combining several of my favorite topics, including healthcare and technology, the 2012 HIMSS Conference and Exhibition continued its streak of record-breaking attendance with a final count of just over 37,000 like-minded attendees last month in Las Vegas.

Demonstrated even today, as the US Supreme Court begins to hear arguments on the Affordable Care Act, this past year has brought a relentless pace of change throughout the healthcare ecosystem. However, since most stakeholders agree that Health IT can save lives, improve the experience of care, and reduce costs, HIMSS provided a welcomed opportunity for stakeholders from all segments to come together, learn and share. But then they took it a step further by indulging specific interests within those broad topics.

For example, is Social your thing?  “There’s a pavilion for that.”

Interested in business trends and policy updates within the federal government? “Here’s your workshop.”

Responsible for improving clinical outcomes and cost-effectiveness?  “Check out the Intelligent Hospital Pavilion

Driving efficiency through medical device connectivity? “The Interoperability Showcase is for you.”

I could go on, but let’s just say this was one of those weeks that I particularly loved my job. It was simply MU-tiful (sorry, -inside joke for my fellow health IT geeks).

And it was especially rewarding to highlight the significant role Adobe technologies played in many of the featured products and solutions at the world’s largest Health IT conference.


Public sector

Healthcare agencies, payers, providers, and partners worldwide trust Adobe to securely drive customer engagement, optimize workflow efficiencies, and measure overall effectiveness.  And HIMSS is always a great place for us to demonstrate our commitment to them, and to just say thank you.

Drop us a line anytime on Twitter @AdobeGov and @AdobeCEM.

2:53 PM Permalink
March 4, 2012

Health Payers and Providers Ease into the Era of Accountable Care

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A funny thing is happening on the way to health reform; the business of healthcare in the US is gradually coming of age. Although not without its share of trials and challenges, a developing trend of comprehensive outcomes-based models are now shedding light on age-old issues like care delivery and payment structures.
These new “shared savings” models, which in the most basic explanations are simplified as “pay for treatment quality vs. quantity,” aim to motivate providers who voluntarily differentiate themselves by shifting focus to improving patient care while reducing avoidable costs over time, and away from being solely incentivized on a fee-for-service basis. The models, including Accountable Care Organizations (ACO), Patient Centered Medical Homes (PCMH), and Programs of All-Inclusive Care for the Elderly (PACE), offer the potential for transformational change through connected health. They each subscribe to the concept that coordination of all available resources will keep the patient as healthy as possible while significantly bolstering efficiency and strengthening the physician-patient relationship

11:05 AM Permalink
July 12, 2011

Congratulations on deploying your new Health Insurance Exchange… Does it work?

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When I press two fingers against my new digital watch after a good workout, it displays my heart rate within a few seconds. Similarly, there is a gauge in my car’s dashboard that tells me exactly how many MPGs I get on average as I drive around town.

Benchmarking is not a new concept. We all appreciate timely feedback on how we’re tracking against our goals. Then, based on that information, we can adapt our methods in order to achieve the best results.

When applied to a complex investment like Health IT, this concept provides the same value to enterprises but on a far greater scale. That may explain the excitement as we unveiled the Adobe Digital Enterprise Platform (ADEP) at the 2011 State Healthcare IT Summit recently. ADEP’s embedded tool for analytics, or the “real-time report card” as one state CIO called it, empowers enterprises to measure the effectiveness of their investment while continually optimizing the deployed solution.

As states prepare to implement Health Insurance Exchanges (HIX) throughout the US, CIOs and other executives are considering factors like customer experience when they evaluate solutions. But in order to deploy a truly effective solution, executives must consider experiences for EACH of the exchange’s stakeholders – not just the citizen applying for benefits.

For example, the HIX administrator will be responsible for identifying and resolving bottlenecks. It will be the administrator’s job to minimize abandonment rates among applicants once they begin the enrollment process online. Otherwise, the applicant would likely turn to a more costly and error prone service channel.

As the administrator leverages powerful analytics within the ADEP-based solution for HIX, her own experience is optimized. From behind the curtain, she will implement policy changes and confidently adapt content that affects her consumers’ experiences on the front end. This user-centric approach to immersive enterprise solutions can be summed up in three words: Make. Manage. Measure.

Let us know what you think in comments and on Twitter @AdobeGov and @AdobeCEM.

8:26 PM Permalink
June 30, 2011

Adobe reforms the experience of accessing health care

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Last week, we launched the Adobe Digital Enterprise Platform (ADEP) for customer experience management (CEM) — a unified suite of solutions for managing multi-channel digital experiences that transforms how enterprises attract, engage, and service today’s digitally immersed consumer.

Launch announcements occurred simultaneously in several major venues, including Enterprise 2.0 in Boston, JAX Developers Conference 2011 in San Jose, and Forrester’s 2011 Customer Experience Forum in New York (where Adobe was also presented with Forrester’s “Voice of the Customer” Award).

At the State Healthcare IT Summit in the Washington DC area, I had the privilege of announcing the launch of ADEP to an exclusive audience of government policy makers as well as Healthcare IT executives and thought leaders.

The announcement was met with enthusiasm and excitement as our government audience discovered for themselves the possibilities that ADEP provides in real-world applications throughout healthcare and government. And the timing couldn’t have been better, considering President Obama’s recent executive order for agencies to streamline service delivery and improve customer service. The president is tasking agencies to leverage technology in order to keep pace with the private sector.

To demonstrate how the new Adobe platform can help achieve such improvements, along with measurable results, I provided a detailed presentation of our new solution for Health Insurance Exchanges (HIX). These exchanges, a central mechanism of Health Reform, are state-facilitated online marketplaces that allow small businesses and citizens to research, compare, and enroll in health care plans provided by private insurance companies (or Medicaid, if the applicant is eligible).

In order to be successful, health insurance exchanges will need to provide applicants with consistent experiences, regardless of their eligibility determination, device of choice, or mode of communication.

The Adobe HIX solution delivers an engaging experience at every point along the consumer’s lifecycle (learn, validate, decide, use, commit) by incorporating each of the corresponding ADEP modules: Web Experience Management, Social Brand Engagement, Selection and Enrollment, Unified Workspace and Customer Communication. Other primary customers of the exchange (HIX administrators and health payers), and their related experiences were reviewed in detail as well.

This is the first installment of a three-part series to provide coverage of my time spent at the 2011 State Healthcare IT Summit. Check back soon for more on the summit, including interviews with state executives as they share their approaches to HIX.

In the meantime, feel free to share your thoughts with us in comments and on Twitter @AdobeGov and @AdobeCEM.

7:50 PM Permalink
May 27, 2011

Use IT or Lose IT: Impacting Healthcare with Customer Experience

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Buy low, sell high
Possession is nine tenths of the law
Location. Location. Location.

These are timeless mantras with universal appeal that require no further explanation. Yet, with moderate accuracy, they tend to simplify and define the fundamentals of otherwise very complicated industries.

Similarly, in my opinion, the rapidly evolving role of IT throughout today’s healthcare ecosystem may be summed up in two words. Experience matters.

But don’t just take my word for it. Time and again research has shown that, among diverse healthcare stakeholders, a major determining factor of technology adoption is customer experience. And you don’t have to be a brain surgeon to understand that, regardless of how ground-breaking it may be, the success of any new product or solution hinges on the assumption that people will actually use it. Otherwise, it is useless.


During a recent interview for Focus Washington’s “Tech View”, I was asked about some of the financial “incentives for innovation” in healthcare resulting from the HITECH Act and the Health Reform legislation passed last year, as well as the role that customer experience plays in successfully bringing these innovations to market and beyond.



As a result of “Meaningful Use,” or that set of implementation criteria for electronic health records (EHRs) that determines eligibility for CMS incentive programs, providers are now expected to do more with their patients’ EHRs. In the long run, this will likely improve clinical workflow efficiencies and quality of care. Meanwhile, however, providers are demanding that these systems provide a higher level of functionality, usability, and overall customer experience.

To that end, the National Institute for Standards and Technology (NIST) is working with the Office of the National Coordinator for Health Information Technology (ONC) to develop guidelines that measure usability for EHRs and other Health IT systems.

“All too often we hear from providers that they look forward to the day when the technology works for them instead of them working for the technology,” said Farzad Mostashari, MD, national coordinator for health information technology at ONC.

Health plans are learning the same lessons about customer experience in the payer segment. A recent report by Forrester (Best and Worst of Website User Experience, 2011: Health Insurers) evaluated the websites of seven leading health plans. Despite improved functional capabilities of some health insurers’ web presence, as they seek to leverage the power of social brand engagement, the report found that no insurer achieved a passing score; and in fact all had significant shortcomings in key areas.

That’s not to say that these companies aren’t adequately servicing their customers or generating year-over-year revenue growth. Instead, it unveils the alarming trend of a sizable missed opportunity for differentiation and brand loyalty in an uber-competitive market with low member switching costs. And in that case, the byproduct of an optimized customer experience can certainly be measured throughout the enterprise; but particularly in the bottom line.

In the end, it behooves any healthcare organization to protect their investments in technology by deploying solutions that were developed with the customer experience as a key focus. There, after all, is where the rubber meets the road. And how fast is an expensive turbo-charged sports car if all its tires are flat?

Do you have a mantra for Health IT or customer experience (or anything)? Reply to this posting in Comments and on Twitter @AdobeGov and @AdobeCEM to be heard.

3:46 PM Permalink
November 3, 2010

Wallet.. Keys.. Medical Record?!

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Sure, it may sound a little far-fetched now; but the fact is many challenges that once prevented the concept of a PHR (Portable Health Record) from becoming a mainstream reality are gradually being overcome. In addition, as technology evolves, there are other social, political, and economic factors aligning to create the perfect storm for the PHR and its broad adoption. Among them is the growing expectation of open government, transparency, and individual empowerment and accountability. As a society, we are gradually growing comfortable with the idea of playing a more active role in the management of our health, which includes having more meaningful interactions with providers.  A recent survey from The Markle Foundation reveals that 70 percent of the American public agrees with the concept of personal accessibility and ownership of PHRs.

However, not everyone sees this scenario playing out through rose-colored glasses. CIOs and healthcare managers who support today’s closed EMR (Electronic Medical Record) systems share valid concerns about maintaining the integrity and auditability of PHR health data after it leaves the confines of the controlled enterprise. The public agrees; the Markle Foundation survey shows that an overwhelming 80 percent of respondents, as well as healthcare providers, cite privacy safeguards as an important requirement for federally funded Health IT initiatives. The role of ubiquitous file-level security has surely never been more valuable in Health IT than it is today.

Recently, I participated in a government panel discussion with thought leaders from Cisco and Fortify. We touched on a host of relevant topics, but clearly the recurring theme was maintaining the balance of security and interoperability throughout the customer experience as ownership of health data evolves to include the patient himself.

7:30 AM Permalink