The Internet of Healthy Things by Cella Gina & Colman Carol & Kvedar MD Joseph

Author:Cella, Gina & Colman, Carol & Kvedar MD, Joseph [Cella, Gina]
Language: eng
Format: epub
Publisher: Partners Connected Health
Published: 2016-01-06T16:00:00+00:00

YORN HEALTH: WHAT ARE THEY THINKING?

“Reputation now is not only based on the prestige of the staff or the waterfall in the lobby, it’s the treatment. By that I mean it’s not just how well you treat patients clinically, but how well you treat them as people.”

—Brian Mcgoff, Vice President, Yorn Health

The bathroom in her hospital room looked like it hadn’t been cleaned in days; the nurse seemed brusque and disinterested; and when the wrong food tray arrived, it was the last straw. The 72-year-old heart patient decided to discharge herself from the hospital earlier than her doctor had recommended. Unfortunately, a few days later, she was back in the ER with new symptoms.

This is a hypothetical scenario, but one that happens more often than you would think, according to Brian McGoff. It’s also precisely the type of poor outcome that Yorn—short for Your Opinion. Right Now.—was designed to prevent. Yorn is a real-time mobile platform that enables patients and authorized caregivers to provide feedback in the moment directly to healthcare institutions, providers and payers using secure Health Insurance Portability and Accountability Act (HIPAA)–compliant messaging and dashboards.

Utilizing what Yorn calls “experiential telemetry,” the company integrates its patient-generated data with quantitative data from electronic health records, medical records, devices and other sources to create a profile of a patient’s overall care experience. A patient’s experiential profile can then be compared to profiles of similar patients with known outcomes to inform appropriate treatment and care plans. In other words, Yorn not only gives patients an opportunity to voice their concerns as a problem or question pops up, but provides hospitals with a new tool to better customize treatment and improve outcomes.

The mission to keep patients happy comes naturally to Yorn’s founder and CEO Richard Rasansky, who has a background in the hospitality industry as well as technology. Among other ventures, Rasansky co-founded the highly a claimed and innovative global hospitality company China Grill Management in New York City in the late 1980s.

Running a restaurant forces you to keep the needs of the consumer top of mind. If people don’t like the way you’re treating them, they’ll take their business elsewhere. And bad word of mouth—like a string of bad reviews—can kill your business. Hospitals are finding out the hard way that the same rules may apply to them.

Unhappy patients are also voting with their feet. For example, McGoff notes that up to 2% of all admitted patients self-discharge before the recommended time. This is costly to the hospital in a number of ways. First and foremost, the same patient who “storms out” of the hospital could wind up back in the ER within a short amount of time, which (depending on the problem) could subject the hospital to a fine. And even if a patient stays but suffers in silence, as many do, an unhappy patient is not likely to refer family or friends to that hospital or even to that physician, which could be a significant loss in revenue. Not to

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