Coordination of Care and the Patient’s Journey Improving Community Health Care Systems Matt Will, BA, NREMT-P Regional Coach Mayo Medical Transport Minnesota Rural Health Conference July 18, 2006

Objectives Components of Mayo Medical Transport (MMT) Identify role of emergency medical services (EMS) in the continuum of care MMT approach to information technology MMT applications of information technology Discuss what actions can be taken in your area

Mayo Medical Transport Non-profit organization Part of the Mayo Foundation for Medical Education and Research Front-line Team Member Driven Standardized business practices to ensure an efficient and cost effective organization

Mission Statement "To provide Superior Patient Care, at a Reasonable Cost in a way that Engages the Whole Team, Working Together in Clinical Practice, Education and Research."

Measures of Success Provide Professional Health Care Service Provide Real Value to the Patient Have Credibility Within the Mayo Health System Have Effective, Efficient Methodologies Be Innovative Exercise Fiscal Responsibility Have An Effective and Efficient Physical Infrastructure Provide Personal Satisfaction for Our Team Members Provide Real Value to Our Partners Be Integrated Well With in the Mayo System Produce Usable Research

Mayo Medical Transport Mayo Clinic Preferred Response Emergency Communications Center Mayo MedAir Mayo One Gold Cross

Mayo Clinic Preferred Response Mayo Clinic Executive Travel Response Access to medical resources of Mayo 24 hours a day from anywhere in the world

Emergency Communications Center Centralized dispatch services Located on Mayo Campus 35 Team Members Handle 200 requests per day

Mayo One Operates from bases in Rochester, Eau Claire, and Mankato Accredited Recognized as leader in the industry

Mayo MedAir Based in Rochester Provides all levels of care Worldwide service 24 hours per day 50 Mayo One and Mayo MedAir Team Members

Gold Cross 325 Team Members Respond to more than 50,000 calls per year

Role of EMS 911 system Interfacility transportation Community outreach Planning activities Legislative initiatives

Patient Comes First Scorecard Purpose Statement To develop and deploy an automated system that defines, tracks and displays the performance measures of systems within MMT which demonstrates that the patient comes first.

Financial Education Patient Care Human Resources Fleet Multiple Databases that function independently Data Structure

Patient Comes First Scorecard Mayo Foundation contract with Business Objects for software Contract changed the way MMT approached project that was in development for a year Multiple initiatives going on at Mayo All based on Business Intelligence (BI)

What is Business Intelligence? The term Business Intelligence represents the tools and systems that play a key role in the strategic planning process of the organization These systems allow a company to gather, store, access and analyze corporate data to aid in decision-making

Why Business Intelligence? MMT collects a large amount of data To keep track of that information, a wide range of software programs are used Using multiple software programs makes it difficult to retrieve information in a timely manner and to perform analysis of the data Makes it easier to share information

Financial Education Patient Care Human Resources Fleet Data Structure Time is spent calculating the measurement or creating the report

New Environment FinancialEducation Patient Care Human Resources Fleet

FinancialEducation Patient Care Human Resources Fleet Data Warehouse New Environment

Business Intelligence Reports - Measurements Business Intelligence Reports - Measurements FinancialEducation Patient Care Human Resources Fleet Data Warehouse New Environment

Business Intelligence Reports - Measurements Business Intelligence Reports - Measurements FinancialEducation Patient Care Human Resources Fleet Data Warehouse Power UserCasual UserViewer New Environment

Patient Comes First Scorecard Data typically displayed in the form of a scorecard Includes multiple data elements Indicates performance at all levels Clearly establishes standards

Patient Comes First Scorecard Measurements and reports can be customized Automatic notification occurs Ability to drill down into detail Scorecards customized for type of user Intranet based request tool part of process

Focus Measuring and reporting in all aspects of the organization to impact change –Financial –Clinical –Operations Shared access Streamlined processes

Cost per Mile Traveled 12 Month Rolling Average

Critical Failure Value 12 Month Rolling Average

What can you do? Keep the lines of communication open Determine current status of the provider Identify needs Identify opportunities to share resources Support efforts

Questions? Matt Will Regional Coach Mayo Medical Transport