Enabling Adoption and Scalability of Technology in LTSS

Leaders are the Cultural Cheerleaders

Sophisticated older adult consumers want technology. But you have to consult them before rolling out something you think they want versus what they need.. Getty Images

Molly Joel Coye, M.D., Chief Innovation Officer, UCLA Health System; Steve Schuckenbrock, President and CEO, Accretive Health; Charles Sorenson, M.D., President and CEO, Intermountain Healthcare debated "Technology Innovations Enabling Scalable and Sustainable Care Redesign" in a session a recent World Health Congress moderated by Meaghan Zimmerman.

The first hurdle leaders addressed was how to get organizations to adopt technology change.

Once you get over the cost issue, the real challenge is culture. Leadership needs to be the technology cheerleaders ultimately showing how paying for the right technology will produce lower cost, higher quality care.

The scalability of healthcare technology was the next issue. Some of that comes on hedging your bets on what technology will last and people will want. The adage is fail fast but often in healthcare we fail miserably slowly with technology before we realize we need to change gears.

Ideally you guide your decisions through evidence based measures and offer what is of value to consumers for their better health.

That means any technology that has a consumer face to it has to include the consumer in its evaluation. Consumers will filter into and out of many technologies. Just look at how often people download and also eliminate apps from their smart phone. The key is having a core set of deliverables that people can come back to and use.


My physician uses something called My Chart. I am signed up and so is mom, 93. It is seamless. Physician orders her medications. Order goes directly to supermarket pharmacy. Pharmacy delivers two days a week to mom's apartment. Pharmacy has credit card on auto-draft. As the caregiver son, my life is made easier and mom's experience, care and health are all better.

That is one app that will not be leaving my phone any time soon.


Real-time patient, resident and caregiver feedback will become increasingly important.

Timely and useful feedback and communication with families, patients, and residents is key if you are going to be a responsive organization. It has been proven that effective communication can decrease litigation tendencies and it is a no brainer to see how effective feedback and timely action around it improves quality care.

YORN is a Cloud-based service enabling real-time feedback from residents, patients, families, patient advocates and care team members directly from wherever they are at, via their own mobile devices. It's not a survey tool and unlike surveys that focus on the past, YORN operates in the present to facilitate continuous quality improvement. YORN delivers actionable information permitting prescriptive intervention prior to issues escalating and presents executive dashboards for departmental and system-wide views reflecting overall operating status through the eyes of your consumers.


YORN requires no downloads or authentication. Prompts are pushed to mobile devices via the phone numbers or email addresses on file. URL-based interfaces allow for inviting people, simple and concise replies to questions and free text inputs – all from a single, large font presentation screen. Interfaced with your HIT systems, self-identified and anonymous replies are supported in a HIPAA/CMS-compliant environment that is a closed network within your health system reducing and in many cases eliminating negative comments on social media.

Think of it this way. Just as someone might be thinking of tweeting their frustration or praise to the world via Twitter, they will first come to you in a closed network where you can act upon concerns immediately.

YORN is proven to achieve 70-89% engagement levels. YORN enhances patient/resident experience, exposes risk, pinpoints negative and favorable trends, and optimizes key components of revenue. The return on investment for YORN is significant – 300-475% on average for those facilities where we have gathered information.

YORN positively impacts patient/ACO-member experience and care. It enables immediate pinpoint intervention in areas presenting risk to the organization and sets up the organization for more favorable impressions and replies during formal surveys.

Using YORN in a free standing residence is certainly valuable. However, if you want to be on the same playing field as hospitals and become their provider of choice in an accountable care organization, then using YORN now to comply with ACA/HHS requirements will set you up for partnering success later. Find out more.

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