Presentation given to OBSSR on Friday, May 2 2014.

1. “Deep Support” in Patient Care
Reengineering Healthcare to Support Patient-Centered
Communication and Continuity of Care
Bradford W. Hesse, PhD
Chief, Health Communication
& Informatics Research
Thursday, May 1, 14

2. Thursday, May 1, 14

3. “Greatest innovators (e.g., Henry
Ford) ... discovered the possibility
of a new kind of convergence
between consumers’ desires,
technological capabilities, and
organizational innovations.”
The Support Economy
SOURCE: Zuboff, Shoshana, & Maxmin, James. (2002). The
support economy : why corporations are failing individuals and
the next episode of capitalism. New York: Viking.
Thursday, May 1, 14

4. “Greatest innovators (e.g., Henry
Ford) ... discovered the possibility
of a new kind of convergence
between consumers’ desires,
technological capabilities, and
organizational innovations.”
The Support Economy
SOURCE: Zuboff, Shoshana, & Maxmin, James. (2002). The
support economy : why corporations are failing individuals and
the next episode of capitalism. New York: Viking.
Thursday, May 1, 14

5. “Deep support provides ongoing
relationship based on advocacy,
mutual respect, trust, and the acute
alignment of interests.”
The Support Economy
SOURCE: Zuboff, Shoshana, & Maxmin, James. (2002). The
support economy : why corporations are failing individuals and
the next episode of capitalism. New York: Viking.
Thursday, May 1, 14

6. “Deep support provides ongoing
relationship based on advocacy,
mutual respect, trust, and the acute
alignment of interests.”
The Support Economy
SOURCE: Zuboff, Shoshana, & Maxmin, James. (2002). The
support economy : why corporations are failing individuals and
the next episode of capitalism. New York: Viking.
“The new digital technologies are
essential to the successful
consolidation of this new ... logic.”
Example
Thursday, May 1, 14

7. Source: Leyden WA, Manos MM, Geiger AM, Weinmann S, Mouchawar J, Bischoff K,Yood JG, Taplin SH (2005). Cervical cancer in women with
comprehensive health care access: Attributable factors in the screening process. JNCI, 97(9), 675-683.
The Support Economy
Thursday, May 1, 14

8. Source: Leyden WA, Manos MM, Geiger AM, Weinmann S, Mouchawar J, Bischoff K,Yood JG, Taplin SH (2005). Cervical cancer in women with
comprehensive health care access: Attributable factors in the screening process. JNCI, 97(9), 675-683.
The Support Economy
WHY IMPORTANT?
Thursday, May 1, 14

9. Communica)on
Errors
at
Root
Source: Mazor KM, Roblin DW, Greene SM, et al. Toward patient-centered cancer care: patient perceptions of
problematic events, impact, and response. J Clin Oncol. May 20 2012;30(15):1784-1790.
• Interviews with 416
cancer patients across 3
clinical sites (Mazor, et al,
2012)
• Asked about events
where something “went
wrong,” the event could
have been prevented, and
the event could have
caused significant harm.
Results*
• 28% described problem with
medical care
• 47% described a
communication problem
• 24% described problem with
both communication and
medical care
* Of those reporting error
Thursday, May 1, 14

10. Accoun)ng
for
Two
Types
of
Error
Errors of Commission:
Doing something wrong
(root cause of detectable
errors)
Errors of Omission:
Failing to do something
right (e.g., Pap failure - leads
to more insidious
consequences)
Thursday, May 1, 14

11. Thursday, May 1, 14

12. Just a 1% reduction would save $400 billion
Thursday, May 1, 14

13. Eliminating Errors
SOURCE: Hesse, B. W., & Shneiderman, B. (2007). eHealth research from the user's perspective. Am J Prev
Med, 32(5 Suppl), S97-103.
Thursday, May 1, 14

14. Source: Hesse BW. Public Health Informatics. In: Gibbons MC, editor. eHealth Solutions for Healthcare Disparities. New
York, NY: Springer; 2007. p. 109-129.
Engaging Patients, Managing Populations
Thursday, May 1, 14

15. HITECH Act
Thursday, May 1, 14

16. Meaningful Use as Building Blocks
Thursday, May 1, 14

17. Thursday, May 1, 14

18. Consumers: HP 2020 Goals
http://www.healthypeople.gov/2020
Thursday, May 1, 14

19. Consumers: Surveillance, Internet
Source: Hesse, B.W., Gaysinsky, A., Vieux, S., Ottenbacher, A., Moser, R.P., Blake, K.D, Chou, W.S., Beckjord, E. (in
press). Meeting the Healthy People 2020 Goals: Using the Health Information National Trends Survey to Monitor Progress
on Health Communication Objectives, Journal of Health Communication.
Thursday, May 1, 14

20. Consumers: Surveillance, Med Use
Source: Hesse BW, Moser RP, Rutten LJ. Surveys of physicians and electronic health information. N Engl J Med. Mar 4 2010;362(9):859-860.
Thursday, May 1, 14

21. Consumers: Surveillance, Med Use
Source: Hesse BW, Moser RP, Rutten LJ. Surveys of physicians and electronic health information. N Engl J Med. Mar 4 2010;362(9):859-860.
Thursday, May 1, 14

22. Consumers: Surveillance, Med Use
Source: Hesse BW, Moser RP, Rutten LJ. Surveys of physicians and electronic health information. N Engl J Med. Mar 4 2010;362(9):859-860.
Thursday, May 1, 14

23. Consumers: Surveillance, Med Use
Source: Hesse BW, Moser RP, Rutten LJ. Surveys of physicians and electronic health information. N Engl J Med. Mar 4 2010;362(9):859-860.
Thursday, May 1, 14

24. Technology:Adoption
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25. Technology:Adoption
Thursday, May 1, 14

26. Technology: Development
Wendy Nilsen
Thursday, May 1, 14

27. Organizations: Biggest Gap
Computational Technology for
Effective Health Care advocates re-
balancing the portfolio of investments
in health care IT to place a greater
emphasis on providing cognitive
support for health care providers,
patients, and family caregivers ...
Thursday, May 1, 14

28. Digital Future
“Computing forTeams”
Organizations: Human System Integration
Thursday, May 1, 14

29. Digital Future
“Computing forTeams”
Organizations: Human System Integration
Thursday, May 1, 14

30. Organizations: Improving Process
StephenTaplin Neeraj Arora
Thursday, May 1, 14

31. Organizations: Process Support
Thursday, May 1, 14

32. Target: Empowered Partners
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33. Thursday, May 1, 14

34. Deep
Support
Thursday, May 1, 14

35. Thank you!
Slideshare.nethttp://www.slideshare.net/BradfordHesse
Thursday, May 1, 14