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NYP OnDemandThe Next Generation of Care Delivery

Session 78, March 6, 2018

Shauna Coyne, Director of Digital Health, New York-Presbyterian Hospital

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Shauna Coyne

Has no real or apparent conflicts of interest to report.

Conflict of Interest (30pt Verdana)

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Agenda• NYP’s Strategic Vision

• Industry Leaders

• NYP OnDemand – Suite of Services

• Results to Date

• 2017 Overview

• Challenges

• Governance Model

• 2018 Goals

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Learning Objectives

• Identify appropriate programs for diverse populations

• Construct a strategic framework for introducing Telehealth

– 80% people, 15% process, 5% technology

• Recognize the unique governance for a large care delivery initiative

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Access

Experience

Engagement

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NYP’s Strategic Vision: Virtualization

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Industry Leaders

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Second Opinion Urgent Care Specialty ConsultsVirtual VisitsExpress Care

Overview of Services

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Second Opinions

• Over 330

physician

experts

• 80+ Specialties

.

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Express Care

• Fast track low acuity

patients

• Reduced wait times

• Virtual medical

screening exam (avg

7 patients per hour)

.

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Urgent Care

• Available in NY, NJ,

CT, FL

• Adult and pediatric

urgent care

• 8-10 minutes visit

time

.

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Virtual Visits

Anesthesiology

Hospitalists CT

Surgery

Urology Neurosurgery

Psychiatry

Endocrinology

Cardiology

Pre Surgical Testing

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Specialty Consult

• Reduced transfers

• Reduced

readmissions

• Levering existing

specialists as we

expand the enterprise

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Mobile Stroke Unit

• On board CT scanner

• Virtual neurologist

• Real time stroke

diagnosis

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14Second Opinion Urgent Care Mobile StrokeSpecialty ConsultExpress Care

Second opinion: 64 days to 1 day

Emergency room wait time: 150 min to 30 min

Psychiatry consults: 24 hours to 1 hour

Stroke care: 108 min to 38 min (140M brain cells saved)

OnDemand visits: available in 8-10 mins (NY/CT/NJ/FL)

Cancer

Orthopedic Surgery

Cardiac Disorders

Neurologic Disorders

Rare Diseases

Chronic Conditions

Major Surgery

80+ SpecialtiesAsthma

Back Pain

Bronchitis

Cold or the Flu

Constipation

Cough

Diarrhea

Skin

Conditions

Sore Throat

Sprains and

Strains

UTI

Vomiting

Etc.

Results to Date

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NYP OnDemand: 2017 Overview

Services Key Outcomes Collaborations

• 10,000+ Visits

• 580% Visit Growth in 2017

• 700+ Doctors

• Virtual Visits in 80+

Specialties

Second Opinions

Express Care

Urgent Care

Specialty Consult

Mobile Stroke

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Walgreens/Duane Reade Collaboration

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Access to Puerto Rico Disaster Relief

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Access to Puerto Rico Disaster Relief

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Challenges Remain

Legal

Federal and State

regulations

Liability

Malpractice and

Claims

Clinical Staff

24/7, Operations,

Workflow

Reimbursement

Varied State

Parity Laws

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Challenges Remain

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• Creating Awareness

• Digital Marketing

Challenges Remain

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Interdisciplinary Effort

Operations Legal

Compliance Privacy

StrategyFinance Information

Technology

Global

Services

Marketing & PR

WCM,

CUMC &

NYPMG

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• Improving Communication

• Leadership Buy In

Partnership Across Stakeholders

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Goals Moving Forward

Reduce ER utilization and readmission

Decrease total cost of care per patient

Maintain patient satisfaction score of 95%

Improve access to care anywhere

Scale to 200K visits by 2019

Leverage existing platform and infrastructure

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Primary Care Specialty Care

Teleparamedics

International

Second Opinions

Urgent Care

• Home

• Walgreens

• ZocDoc

• Samsung

Express Care

• Columbia

• Weill Cornell

• Allen

• LMH

Follow Ups

• Cardiology

• Urology

• ENT

• Ophthalmology

RPM

• Early

Discharge

• ED to Home

• Chronic Care

Peer-Peer

• Stroke

• Peds

• Neuro

• Psych

• Nursing Homes

TeleParamedics

• Manhattan

• Brooklyn

• Queens

• Bronx

MSU

• Specialty

Ambulance

• Treatment

in the Field

Second

Opinions

• Domestic

• International

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NYP OnDemand 2.0

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Questions

Shauna Coyne

shc9059@nyp.com

@s_coyne