Delight 2015 : Imagining Care Anywhere
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This presentation was given by Jennifer Liebermann and Mike Holland of Kaiser Permanente at Delight 2015 Oct. 5, 2015. Experience the power of provocation with Jennifer Liebermann and Mike Holland from Kaiser Permanente's Garfield Innovation Center. Imagining Care Anywhere is the beginning of a conversation within Kaiser Permanente and its industry partners about how current and future technology can enable health and health care to be delivered wherever Kaiser Permanente's members live, work or play. This immersive session will enable you to see to believe. http://delight.us/conference
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Delight 2015 : Imagining Care Anywhere
- 1. Imagining Care Anywhere The power of provocation Jennifer Liebermann, MBA, MPH @jenliebermann Director, Garfield Innovation Center Kaiser Permanente Mike Holland, MS @jmichaelholland Director, Innovation and Advanced Technology Kaiser Permanente
- 2. Meet the Montgomery Family They live in the future Leo, 68 retired contractor Rosemary, 62 payroll clerk Kate Leo & Rosemary’s daughter, Lives in San Francisco
- 3. Gary KP Navigator Henry, DNP Nurse Practitioner on Dr. Silver’s team Dr. Gordon Silver Leo’s Primary Care Physician Meet the Care Team
- 4. • 10 million members • 7 regions in 8 states + DC • 32 hospitals • 621 medical offices • 18,000 physicians • 175,000 employees KAISER PERMANENTE
- 5. Garfield Innovation Center Our mission is to inspire the people of Kaiser Permanente to envision the future of health and empower them to create it.
- 6. Imagining Care Anywhere THE QUESTION How might we inspire innovators to envision the future of care outside our clinics and hospitals? ACTIVITY HIGHLIGHTS Developed 3 member/family stories: Gina (maternity), Leo (Medicare), and Marcus (millennial) Design and installation of interactive exhibits and digital experiences illustrating the whole-life member journey Prototyping of future technologies
- 10. Imagining Care Anywhere: Living Prototype
- 11. Mobile Exhibits
- 13. External Feedback • Health 2.0 • mHealth • HIMSS • National Hospital Executives • America’s Health Insurance Plans (AHIP) • Institute for Healthcare Improvement (IHI) • American Institute of Architects (AIA) • Innovation Learning Network
- 14. Hawaii Permanent Medical Group Professional Development Day National Coalition of KP Unions Human Resources Strategy Team National Diversity Conference Jobs of the Future Committee National Nursing Leadership Council Kaiser Permanente's Information Technology Leadership Summit National Quality Conference Kaiser Permanente North West Leadership Meeting Clinical Operations Re-Design Labor Management Partnership Meeting Unit Based Teams Conference Marketing and Sales Innovation Conference Southern California Permanente Medical Group Board Meeting and Leadership Development Springboard
- 15. “The future belongs to those who prepare for it today” - Malcolm X
Editor's Notes
- Good afternoon! Today’s talk is going to be from the outside in, so I want to start with a story.
- I want to tell you a story about a family that is dealing with the early stages of what could be Alzheimer’s disease. It’s a story that’s important to my organization but also me personally. This is the Montgomery Family and they live in the future - Leo and Rosemary Montgomery live here in Portland and have a grown daughter Kate who lives in San Francisco Leo is a retired contractor and he’s beginning to have memory loss issues Rosemary is quite stressed out about all of this and if she could quit her job to keep a closer eye on Leo she would. But they can’t swing it financially so she’s still working and worried. Their daughter Kate is trying to be helpful from a distance, but she’s got two young kids in diapers so its tough to get up to Portland often.
- There are a few people you’ll meet in our story set in the future from Kaiser Permanente. One is Gary, Leo’s navigator. Gary lives here in Portland too and knows the local community. You’ll also meet Henry, the nurse practitioner. Active in the background is Dr. Silver who leads the primary care team.
- Let’s switch gear and have me properly introduce myself. I’m Jennifer Liebermann and this is Mike Holland. We’re from Kaiser Permanente which is a very different organization. Over 10 million have entrusted their care to us . We call them members. We provide services in the US spanning from Honolulu to DC We provide care in 32 hospitals and over 600 clinics and in a growing number of employer sites, retail locations, and through our rapidly accelerated video visits, anywhere our members might be. Experiments with retail clinics - Target & Walmart and providing care to non members. Business model unique – hospitals, physicians and health plan together, with incentives that support keeping people healthy and well rather than paying piecemeal for sick care. To do this, we employ over 200,000 people
- We partner together on a lot of work and have teams at the Garfield Innovation Center which is a very unique place. The Garfield Center is a big “Montessori School For Adults”. Our mission is to inspire the people of KP (and we mean that broadly to include our members in everything we do) to envision the future of health and then literally empower them to create it. Some of what we do is focused on tomorrow, like the work we just showed you, and some of that work enables people to make it happen. The Garfield center is a 37k warehouse with open prototyping spaces, fake hospital units, outpatient clinics and member homes. We also have test environments here for IT and clinical technology integration.
- This afternoon’s talk is really taking you on an outside in journey. We started with sharing a provocation, now I’m going to tell you the backstory.. We were asked to create vision of how we might shift care from our clinics to the community. We framed it as a provocation to spark discussion and debate rather than a baked strategy. Developed 3 provocative stories that were immersive experiences; took on a life of their own and had to create mobile and digital experiences. 3,000 people at Garfield have experienced this 30,000 people have seen this.
- Most importantly we have about 25 projects in the pipeline now to bring this to life so we are shifting from imagining to actually delivering. These two slides make it look like a nice linear process, but it was a little messier than that. I’m going to turn it over to Mike to prop open the hood and tell you how this really unfolded, what we learned and where we are headed next.
- ACKNOWLEDGE that our original ask was not framed in requesting a member centric vision of the world. We had to turn the initial model on its head and recast the language and vision. Standard verbiage: This was a provocation to look at how current and future technology can shift care out of our hospitals and clinics into community settings. Instead of a system designed around our needs, what if we created a model where we put the member in the middle and focused on meeting our members where they are? How do we integrate into our members’ busy lives, getting kids to soccer on Saturday, juggling work, homework and what to make for the Kindergarten potluck?
- Discuss and debate that helped people open their eyes and imagine and see and touch it rather than discussing a white paper and presentation. It sparked a lot polarizing Saturday morning visit office visits. Members wanted it and the doctors didn’t want it all of the way and . We were worried about the automatic payment and union hours and they embraced that theme.
- When we developed the tour we didn’t want to staff to passively walk through like just another tour. We wanted them to actively participate and to apply the experience and principals of Imagining Care Anywhere to their work. What we designed was a living prototype so groups could have a working session innovate and prototype ideas from their work areas. Their work and outcomes did not necessarily based on technology.
- As I mentioned, after a large amount of our leadership went through the initial tour there was a large amount of requests to bring the tour to various conferences and large meetings. We were given the task of developing conference posters that could be easily carried to a location. Since most of impactful content was in videos and we did not want to include a monitor or be dependent on electricity we embedded the videos using an augmented reality product called Aurasma. This allowed us to re-use the video content that was then streamed on tablets and phones without any additional hardware. By using Aurasma’s “wow factor” we immediately drew the attention of our users to our posters found they were more engaged with the story
- With our large employee population spread across the country not all of them can engage in the immersion tour or even the posters. Therefore we created an internal website. Each of the three stories are represented on the site as coffee table book. The user turns the page and goes through the story. We have a mixture of words, drawings and videos to engage the user. Also implanted into the stories information icons so the user can mouse over a section and find out more about a technology or project currently being worked on within the organization for delivering care anywhere. We have also included an area for feedback and crowdsourcing.
- There were unexpected successes beyond the original stories we created. The first was the opportunities we have had to share the story and the design. We have been invited to speak and present our story to various industry conferences. Through word of mouth or via invitation we have used Imagining Care Anywhere to show how we innovate, inspire, how we use design in the work place and how we have partnered with vendors to create products. We built a mini website so HIMSS participants could take their own journey through Imagining Care Anywhere, we presented to Microsoft’s Partnership Conference to describe an application that was based on our first story and we won a design award at the Chief Innovation Officer Summit in New York last year.
- ADD IN DCA The second unexpected success was having so many strategic initiatives and work groups at Kaiser Permanente use our work as a template to launch their own work. For example projects have used our stories as the inspiration to discuss the future of workforces. Another project created five of their own personas along with stories to help tell the story of their initiative and to build consensus and leadership support. This group wanted to think out of the box rather than create a large power point deck for a presentation. We have also supported numerous internal conferences with focuses on our strategic future. The project also has inspired several technology projects from phone applications to the technology that will support the redesign of how we provide primary care.
- This quote sums up our work under Imaging Care Anywhere.