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Dr first, inc. Award Write Up

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Dr first, inc. receives Frost & Sullivan’s 2019 North American Secure Text Messaging for Care Collaboration Enabling Technology Leadership Award

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Dr first, inc. Award Write Up

  1. 1. FROST & SULLIVAN BEST PRACTICES AWARD Enabling Technology Leadership 2019 SECURE TEXT MESSAGING FOR CARE COLLABORATION - NORTH AMERICAN 
  2. 2. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 2 "We Accelerate Growth" Contents Background and Company Performance ..................................................................3 Industry Challenges..............................................................................................3 Technology Leverage and Customer Impact.............................................................4 Conclusion...........................................................................................................7 Significance of Enabling Technology Leadership .....................................................8 Understanding Enabling Technology Leadership .....................................................8 Key Benchmarking Criteria ....................................................................................9 Best Practices Award Analysis for DrFirst, Inc. .......................................................9 Decision Support Scorecard ...................................................................................9 Technology Leverage ..........................................................................................10 Customer Impact ...............................................................................................10 Decision Support Matrix ......................................................................................11 Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices .......................................................................................................12 The Intersection between 360-Degree Research and Best Practices Awards ........13 Research Methodology ........................................................................................13 About Frost & Sullivan...........................................................................................13
  3. 3. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 3 "We Accelerate Growth" Background and Company Performance Industry Challenges The U.S. healthcare system continues to shift dramatically away from traditional fee-for- service (FFS) to fee-for-value reimbursement which rewards providers based on the quality of care rather than the quantity of care. Recent research reveals that in 2017, 34% of total U.S. healthcare payments were tied to value-based alternative payment models (APMs), compared to 23% of all healthcare payments two years ago.1 Value-based care is driving the need to improve continuity of care—that is, how patients are tracked and coordinated across a fragmented care delivery environment. Another key reason why care coordination has become a priority for all healthcare stakeholders is due to growing costs and complexities associated with caring for patients with chronic conditions. About 133 million Americans—nearly one in two adults—live with at least one chronic illness. Patients with chronic conditions often take numerous medications and see multiple providers. This makes it absolutely necessary for care team members to be able to readily share key clinical information. For example, providers must have the ability to review a patient's complete medication regimen and pertinent medical history at the time of hospital admission, transfer, or discharge in order to ensure patient safety as well as smooth transitions in care. Healthcare transformation requires that payers and providers know where patients are and what’s happening with them—wherever care is rendered. That requires a more unified approach to communication within both the enterprise and across the larger healthcare community. Safe, secure and highly available care team communication via HIPAA- compliant text messaging is essential for successful care coordination as it enables care team members to quickly and easily share information about the patient’s condition in real-time and efficiently track and manage patients as they move through various interactions with the delivery system from acute to post-acute settings. Today, provider organizations are increasingly turning to information technology (IT) solutions to help enable a range of functions that optimize care team collaboration and patient care coordination. For care team communication, the industry is moving from point solutions—e.g., pagers and single-purpose phones—to web and mobile-enabled platform technologies that facilitate collaboration among care team members and patients and their families. 1 Health Care Payment Learning & Action Network. Measuring Progress: Adoption of Alternative Payment Models in Commercial, Medicaid, Medicare Advantage, and Medicare Fee-for-Service Programs. October 22, 2018
  4. 4. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 4 "We Accelerate Growth" Technology Leverage and Customer Impact DrFirst’s Backline – A Secure, Comprehensive Messaging Platform to Facilitate Patient Care Collaboration DrFirst is a market-leading vendor of software and services for medication management, care collaboration and clinical data sharing, medication adherence, behavioral support, and price transparecy. Founded in 2000, the company’s pioneering integrated and stand-alone solutions help over 220,000 healthcare professionals get real-time access to crucial clinical information at the point-of-care and perform a range of essential communication tasks needed to ensure the highest level of patient care quality and saftey. In the care collaboration space, DrFirst’s signature offering is Backline which is a secure, feature-rich, chat and texting application that is purpose-built for healthcare. The solution is offered as a stand-alone secure mobile app (iOS and Android) and is also available for the desktop (Windows and Mac), which is particularly valuable for information sharing and communication with admistrative staff. Backline meets all HIPAA, HITECH and Joint Commission requirements. Key features include the ability for users to easily create secure one-on-one or group chats; deliver and push message notifications; view availability and message status indicators including read receipts, acknowledgements and timestamps; and send and share multiple types of content including up to 20MB of photos, lab results, audio or video files. DrFirst. Backline is integrated with West-Com nurse call system and also has a call center module for case management, which is highly unique in the industry. DrFirst Backline is also the only mobile care coordination solution that features Patient- Centered Chat, which enables patient care team members to collaborate and share patient- specific data immediately, inside or outside a facility’s four walls. This is a feature that provides an especially high degree of value to DrFirst customers as it enables true patient- centric care. This Patient Centered Chat functionality also includes the ability to share secure texts with home health aids and other care givers even if they are not registered Backline users. Patients can be included at no charge. Additionally, clinicans can chat with Patients securely, to answer patient questions, follow up on medication adherence, and check in on health status through a dedicated, private, and secure chat feature. Backline is triggered automatically by an organizaton’s EHR/HIS system ADT/HL7 feed to connect providers securely — in real time and from any location — to support comprehensive care coordination and care team collaboration. Offering additional value for users is the Backline Enterprise web-based dashboard which allows healthcare administrators to manage provider use, data archiving and enterprise- level reporting for Backline Secure Messaging tools.
  5. 5. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 5 "We Accelerate Growth" DrFirst Backline Incorporates Comprehensive Interoperability to Maximize Information Sharing The process of care coordination is dynamic, multi-dimensional, and highly interactive, encompassing disparate care team members as well as patients and their families. Multiple data sources need to come together and be interoperable to ensure that everyone gets access to needed information. DrFirst is exceptional in its ability to leverage a vast partner network to enable robust health information exchange among trusted patient care participants. This network includes over 65,000 provider organizations, 67,000 pharmacies, and 60% of the leading healthcare IT vendors in the market. In addition, DrFirst is a member of the highly trusted, industry-leading Surescripts Network Alliance which provides pharmacy connectivity, health plan information, and patient medication history, and is a Surescripts Gold Certified solution provider and aggregator. DrFirst Backline Empowers Several Dimensions of Healthcare Transformation In using DrFirst’s Backline secure text messaging platform, providers are positioned to improve performance across a variety of functions such as – Addressing Critical Gaps in Information that May Negatively Impact Patient Safety Many research studies point to ineffective communication among healthcare professionals as a leading causes of medical errors and patient harm. For example, a recent review of reports from the Joint Commission reveal that communication failures were at the root of over 70% of sentinel events.2 Other studies sponsored by Agency for Healthcare Research and Quality (AHRQ) have shown that hospitals and doctors’ offices across the U.S. might have avoided nearly 2,000 patient deaths — and $1.7 billion in malpractice costs — if medical staff and patients had the means to communicate better. 3 The increasingly complex needs of patients requires enabling technologies like DrFirst Backline to ensure that care team members are equipped with secure, seamless, efficient, real-time communication tools at any time and at any point in care. Reducing Clinician Burnout Secure chat and text messaging platforms enable clinicians and other staff to do their jobs more efficiently. With needed patient information readily at hand, clinicians can save time and effort and have greater confidence in the safety and thoroughness of their clinical decisions. For example, secure text messaging makes it easier to communicate with referring physicians and primary care providers, get the right medications to the right patients, view images and lab results, and even connect with the patient’s family members. Easier workflows lead to greater clinician satisfaction as better care team collaboration and 2 https://psnet.ahrq.gov/resources/resource/31337/Inadequate-hand-off-communication 3 C Dingley, K Daugherty, MK Derieg et al. Improving Patient Safety Through Provider Communication Strategy Enhancements. Available at https://www.ahrq.gov/downloads/pub/advances2/vol3/advances-dingley_14.pdf
  6. 6. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 6 "We Accelerate Growth" improved productivity improves patient outcomes and facilitates more positive interactions with other stakeholders. Ensuring Success in Value-Based Care Value-based reimbursement requires a new alignment of care delivery processes. Value- based care also brings increased financial risk for healthcare providers who face the prospect of financial penalties for gaps in care transitions that lead to poor outcomes, early readmission to the hospital, or patient dissatisfaction. However, some financial risk can be mitigated if providers meet or exceed designated quality metrics which could qualify them to receive bonus payments. Consequently, providers are strongly incentivized to implement new capabilities like secure text messaging to better manage the patient care continuum. DrFirst Backline and other DrFirst solutions can help providers meet myriad new requirements for value-based care and potentially qualify for government-based financial quality incentive programs such as MACRA/MIPS. DrFirst – A Pioneering Health Technology Vendor Positioned for Continued Strong Growth Many products and services on the market today play a role in enabling patient care coordination. The demand for these solutions is growing vigorously due to healthcare reform initiatives, new models for the delivery and reimbursement of care, and IT advances, particularly in mobile communication technologies. In an increasingly crowded vendor landscape, providers seek trusted partners like DrFirst that have years of demonstrated expertise and proven capabilities to deliver exceptional value to a wide range of healthcare customers. DrFirst has long been committed to innovation across a wide array of clinical software and support services for medical and dental practices, hospitals, pharmacies, home health and hospice, and health IT vendors. The company strives to provide solutions that target the most pressing systemic challenges that detract from the efficiency, accuracy and safety of patient care. Industry adoption of DrFirst’s Backline secure texting platform has grown over 1,000 fold in the last 3 years. Growth is coming from all segments of the provider market and has been particularly strong in the hospice and long-term care segments.
  7. 7. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 7 "We Accelerate Growth" Conclusion Patient care coordination and care team collaboration encompass many processes, stakeholders, and activities, including the management of care transitions, referral management, clinical decision support, and medication reconciliation. Secure text messaging is an increasingly common activity that enables physicians and other care team members and patients to collectively communicate to ensure that everyone is on the same page. Frost & Sullivan’s research into the care coordination solution market has identified DrFirst as a market-leading technology vendor of integrated, workflow-enabled technology solutions that are specifically designed to improve the complex process of patient care coordination and care team collaboration. With its strong overall performance and exceptional technology innovation, DrFirst has earned Frost & Sullivan’s 2019 Enabling Technology Leadership Award for Secure Text Messaging for Care Collaboration.
  8. 8. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 8 "We Accelerate Growth" Significance of Enabling Technology Leadership Ultimately, growth in any organization depends upon customers purchasing from a company and then making the decision to return time and again. In a sense, then, everything is truly about the customer—and making those customers happy is the cornerstone of any long-term successful growth strategy. To achieve these goals through enabling technology leadership, an organization must be best-in-class in three key areas: understanding demand, nurturing the brand, and differentiating from the competition. Understanding Enabling Technology Leadership Product quality (driven by innovative technology) is the foundation of delivering customer value. When complemented by an equally rigorous focus on the customer, companies can begin to differentiate themselves from the competition. From awareness, to consideration, to purchase, to follow-up support, best-practice organizations deliver a unique and enjoyable experience that gives customers confidence in the company, its products, and its integrity.
  9. 9. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 9 "We Accelerate Growth" Key Benchmarking Criteria For the Enabling Technology Leadership Award, Frost & Sullivan analysts independently evaluated two key factors—Technology Leverage and Customer Impact—according to the criteria identified below. Technology Leverage Criterion 1: Commitment to Innovation Criterion 2: Commitment to Creativity Criterion 3: Stage Gate Efficiency Criterion 4: Commercialization Success Criterion 5: Application Diversity Customer Impact Criterion 1: Price/Performance Value Criterion 2: Customer Purchase Experience Criterion 3: Customer Ownership Experience Criterion 4: Customer Service Experience Criterion 5: Brand Equity Best Practices Award Analysis for DrFirst, Inc. Decision Support Scorecard To support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool allows our research and consulting teams to objectively analyze performance, according to the key benchmarking criteria listed in the previous section, and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation. Ratings guidelines are illustrated below. RATINGS GUIDELINES The Decision Support Scorecard is organized by Technology Leverage and Customer Impact (i.e., These are the overarching categories for all 10 benchmarking criteria; the definitions for each criterion are provided beneath the scorecard.). The research team confirms the veracity of this weighted scorecard through sensitivity analysis, which confirms that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative rankings of the companies.
  10. 10. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 10 "We Accelerate Growth" The results of this analysis are shown below. To remain unbiased and to protect the interests of all organizations reviewed, we have chosen to refer to the other key participants as Competitor 2 and Competitor 3. Measurement of 1–10 (1 = poor; 10 = excellent) Enabling Technology Leadership Technology Leverage Customer Impact Average Rating DrFirst 10.0 10.0 10.0 Competitor 2 9.5 9.0 9.25 Competitor 3 9.0 9.0 9.0 Technology Leverage Criterion 1: Commitment to Innovation Requirement: Conscious, ongoing adoption of emerging technologies that enables new product development and enhances product performance Criterion 2: Commitment to Creativity Requirement: Technology leveraged to push the limits of form and function in the pursuit of “white space” innovation Criterion 3: Stage Gate Efficiency Requirement: Adoption of technology to enhance the stage gate process for launching new products and solutions Criterion 4: Commercialization Success Requirement: A proven track record of taking new technologies to market with a high rate of success Criterion 5: Application Diversity Requirement: The development and/or integration of technologies that serve multiple applications and can be embraced in multiple environments Customer Impact Criterion 1: Price/Performance Value Requirement: Products or services offer the best value for the price, compared to similar offerings in the market. Criterion 2: Customer Purchase Experience Requirement: Customers feel they are buying the most optimal solution that addresses both their unique needs and their unique constraints. Criterion 3: Customer Ownership Experience Requirement: Customers are proud to own the company’s product or service and have a positive experience throughout the life of the product or service. Criterion 4: Customer Service Experience Requirement: Customer service is accessible, fast, stress-free, and of high quality.
  11. 11. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 11 "We Accelerate Growth" Criterion 5: Brand Equity Requirement: Customers have a positive view of the brand and exhibit high brand loyalty. Decision Support Matrix Once all companies have been evaluated according to the Decision Support Scorecard, analysts then position the candidates on the matrix shown below, enabling them to visualize which companies are truly breakthrough and which ones are not yet operating at best-in-class levels. High Low Low High CustomerImpact Technology Leverage DrFirst Competitor 2 Competitor 3
  12. 12. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 12 "We Accelerate Growth" Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices Frost & Sullivan analysts follow a 10-step process to evaluate Award candidates and assess their fit with select best practice criteria. The reputation and integrity of the Awards are based on close adherence to this process. STEP OBJECTIVE KEY ACTIVITIES OUTPUT 1 Monitor, target, and screen Identify Award recipient candidates from around the globe  Conduct in-depth industry research  Identify emerging sectors  Scan multiple geographies Pipeline of candidates who potentially meet all best- practice criteria 2 Perform 360-degree research Perform comprehensive, 360-degree research on all candidates in the pipeline  Interview thought leaders and industry practitioners  Assess candidates’ fit with best-practice criteria  Rank all candidates Matrix positioning of all candidates’ performance relative to one another 3 Invite thought leadership in best practices Perform in-depth examination of all candidates  Confirm best-practice criteria  Examine eligibility of all candidates  Identify any information gaps Detailed profiles of all ranked candidates 4 Initiate research director review Conduct an unbiased evaluation of all candidate profiles  Brainstorm ranking options  Invite multiple perspectives on candidates’ performance  Update candidate profiles Final prioritization of all eligible candidates and companion best-practice positioning paper 5 Assemble panel of industry experts Present findings to an expert panel of industry thought leaders  Share findings  Strengthen cases for candidate eligibility  Prioritize candidates Refined list of prioritized Award candidates 6 Conduct global industry review Build consensus on Award candidates’ eligibility  Hold global team meeting to review all candidates  Pressure-test fit with criteria  Confirm inclusion of all eligible candidates Final list of eligible Award candidates, representing success stories worldwide 7 Perform quality check Develop official Award consideration materials  Perform final performance benchmarking activities  Write nominations  Perform quality review High-quality, accurate, and creative presentation of nominees’ successes 8 Reconnect with panel of industry experts Finalize the selection of the best-practice Award recipient  Review analysis with panel  Build consensus  Select recipient Decision on which company performs best against all best-practice criteria 9 Communicate recognition Inform Award recipient of Award recognition  Present Award to the CEO  Inspire the organization for continued success  Celebrate the recipient’s performance Announcement of Award and plan for how recipient can use the Award to enhance the brand 10 Take strategic action Upon licensing, company is able to share Award news with stakeholders and customers  Coordinate media outreach  Design a marketing plan  Assess Award’s role in future strategic planning Widespread awareness of recipient’s Award status among investors, media personnel, and employees
  13. 13. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 13 "We Accelerate Growth" The Intersection between 360-Degree Research and Best Practices Awards Research Methodology Frost & Sullivan’s 360-degree research methodology represents the analytical rigor of our research process. It offers a 360-degree-view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan's research methodologies. Too often companies make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and commission. Successful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360- degree research methodology provides an evaluation platform for benchmarking industry participants and for identifying those performing at best-in-class levels. About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages more than 50 years of experience in partnering with Global 1000 companies, emerging businesses, and the investment community from 45 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com. 360-DEGREE RESEARCH: SEEING ORDER IN THE CHAOS

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