1. How Technology is Enabling Dynamic
Community Care Teams and Care Insights
– Framework and Examples
Rick Siegrist
Chief Innovation Officer
Faculty Member
Harvard School of Public Health

2. Panelists
§ Benjamin Bielak, Dovetail Health (CIO)
§ Kathy Duckett, Partners Healthcare at Home (Director)
§ Marie Maloney, Senior Whole Health (CIO)
§ Betsy Weaver, UbiCare/TPR Media (CEO)
§ Ken Accardi, iGetBetter (CTO)
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3. Integrated Patient Care - Definition
What it is not:
§ Organizational legal integration
§ Coordination of services
What it is:
§ Coordinated care +
§ Patient-centered care
Source: Research conducted by Sara Singer!
Assistant Professor, Harvard School of Public Health!
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4. Conceptual Framework – Integrated Patient Care
§ Coordinated within the care team
§ Coordinated across care teams
§ Coordinated between care teams and
community resources
§ Continuity – familiarity with patient over time
§ Continuity – proactive and responsive action
between visits
§ Patient centeredness
§ Shared responsibility
Source: Research conducted by Sara Singer!
Assistant Professor, Harvard School of Public Health!
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5. The New Science of Sentiment Analysis
“When dealing with people, remember that
you are not dealing with creatures of logic,
but creatures of emotion.”
Dale Carnegie
“I’ve learned that people will forget what you
said, people will forget what you did, but
people will never forget how you made
them feel.”
Maya Angelou
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6. Source: New York Times! 6

7. Industries Using Sentiment Analysis
Restaurant!
Retail!
Financial!
Hospitality!
Airline!
Telecom!
Image Source: Wikimedia!
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8. Uniqueness of Healthcare Sentiment
§ Patient satisfaction surveys are largest and most
meaningful database of human emotion regarding
healthcare
§ Much more than just room, food and products - about
traumatic experiences, if not life and death
§ Stronger and deeper emotions than non-healthcare - what
could be more personal?
§ More complex human interactions - patients, doctors,
nurses, technicians
§ More complex interactions with technology
§ Degree of sentiment may be more meaningful and
actionable indicator than traditional satisfaction ratings
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9. Sentiment Analysis as the Solution
§ Provides insights by converting large volumes of unstructured data
(comments) into structured data for analysis
- Based on “Natural Language Processing” software
- Assigns comments to meaningful categories/themes
- Scores comments based on emotional strength from -5 to +5
- Benchmarks against national and regional norms
- Tracks sentiment trends over time
© 2010 Press Ganey Associates, Inc. 9

10. Comment Sentiment and HCAHPS Overall
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11. Comment Sentiment and HCAHPS LTR
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12. Shared Medical Appointments - Characteristics
§ 90 minute appointment with 8 to 12 people
§ Doctor, nurse, behaviorist, documenter
§ Follow-up appointments, physicals or initial
appointments
§ Homogeneous or heterogeneous
§ Primary or specialty care
§ Privacy addressed
§ Pioneers – Harvard Pilgrim, Cleveland Clinic,
Kaiser, Dartmouth, VA
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13. Shared Medical Appointments - Benefits
§ Much more timely access to care
§ Greater patient engagement
§ Enhanced care
§ Higher provider satisfaction
§ Improved efficiency
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