Transitioning to a Hybrid, Personalized Care Delivery Model: Best Practices and Insights

Laura Westercamp, Managing Director at Accenture, moderated a conversation with Nick Wilson, General Manager and business leader, Philips Ambulatory Virtual Care, and Drew Schiller, Chief Development Officer of ChartSpan and co-founder of Validic, now a ChartSpan company. They discussed what patients now expect from personalized care, how that is changing traditional care delivery, and what it takes to move to a hybrid model. Watch the full recording or read the highlights below.

What Patients Expect from Personalized Care

The panel opened with the forces driving personalized care. Patients can now switch providers easily when they don't like their experience, and they bring expectations shaped by every other service they use.

"Consumers have far more choice in healthcare than they had before and we know that when consumers don't like the experience they receive, it's easier than ever for them to go and choose a different service. Personalization is not just something we expect in healthcare; it's something we expect everywhere."

Drew Schiller
Chief Development Officer, ChartSpan

Nick Wilson added that personalization is not only about sophisticated digital experiences. It also means getting the basics right for each patient.

"Personalization needs to scale up to the digital natives who have these expectations of sophisticated interaction patterns with the healthcare system or with the tools they're being asked to use, but also scale down to very basic blocking and tackling, as in, 'I work third shift, please don't call me for a coaching call about my diabetes at eight in the morning when I've just gotten home and am trying to go to bed.'"

Nick Wilson
General Manager and Business Leader, Philips Ambulatory Virtual Care

How Personalized Care Is Changing Traditional Care Delivery

As more care moves into the home, providers are rethinking what a consistent standard of care looks like when the patient is not in their facility.

"Many [healthcare providers] are going to this concept of a standard of care that is site agnostic…if I'm putting a patient in my bed in my facility or I'm putting a patient in their home bed, how do I make sure that I have a standard that is consistent and I can react and deliver the right care to that patient, regardless of the bed they're in?"

Nick Wilson
General Manager and Business Leader, Philips Ambulatory Virtual Care

Making the Transition to Hybrid, Personalized Care

The speakers agreed that the most important component of a hybrid care program is fit with clinical workflow. With staffing shortages and clinician burnout, any new tool that adds work outside existing systems is unlikely to succeed.

"If it's not working inside of the clinical workflows that the clinicians are already in, every day, you are dead in the water. Every other component doesn't matter…we all hear about staffing and overwork…clinicians and especially nurses leaving the profession…being inside of the workflow is absolutely critical."

Nick Wilson
General Manager and Business Leader, Philips Ambulatory Virtual Care

Drew Schiller framed the main obstacle as operational rather than technical, and described what sets successful organizations apart.

"This is not a technology challenge. We, collectively in the industry, have had the technology to implement these programs for a while. It's really an operational challenge to help transition how care is delivered inside an organization. And what we've found is that our most successful clients are the ones that start and iterate, but they always have the end in mind."

Drew Schiller
Chief Development Officer, ChartSpan

How Technology and Data Will Shape Personalized Healthcare

Looking ahead, the panel discussed how AI and analytics can get more value from data organizations already collect.

"This idea is embedded in data we might be clinically collecting as a matter of course, if I can use AI to learn something more clinically meaningful than I know today. Mayo Clinic is doing work in that [area]. Philips is doing work. Tons of companies are looking at, 'How can I use AI to learn more from the same data we already collect?'"

Nick Wilson
General Manager and Business Leader, Philips Ambulatory Virtual Care

For Drew Schiller, the biggest opportunity is helping clinical teams decide where to focus first.

"How can we use the technology to help clinical teams understand how to prioritize their resources and know that everybody else is okay?...If a radiologist is reviewing 200 images, how do we know that the first one is the one that needs to be reviewed first?...If a nurse is going on rounds to 30 beds, how do we know that the bed they go to first is the one they should go to first?…If a care manager is making 200 phone calls in a day, how do we know that the first phone call is the one that's most important?...These are the areas where technology can make a really big difference."

Drew Schiller
Chief Development Officer, ChartSpan