Leveraging Mobile Technology to Enhance the Patient Experience

Presenters:Ben RiestraJoshua Titus

Beryl Institute

Ben Riestra, ChiefAdministrative Officer

The Lennar Foundation Medical Center

University of Miami Health System

PROMISE

Provide Empathetic, Compassionate & Dignified Care

Deliver a Culture of "Joy in Work"

Establish LFMC as a Community Asset in Preventative Health

#humanbeingwell

VISION

Safety Quality Guest Caregiver

Cen t ra l S te r i l e P rocess ing

OR Modu la r Wal l s

Imag ing Techno logy

Nurs ing Harmon iza t ion

Phys io log ica l Mon i to r ing PACU

Human Expe r ience

Preven ta t i ve Hea l th In i t i a t i ves

Engagemen t

Serv ice Exce l lence

Commun i t y Co l labo ra t ion & Pa r tne rsh ips

Outpatient Ambulatory Care Center

206,000 sq ft

121 Exam Rooms

Diagnostic Imaging Center

Radiation Oncology

Surgical Services

Multidisciplinary Clinics

#humanbeingwell

Comprehensive Care Approach

#humanbeingwell

Student Health EXOS Human Performance

Internal Medicine Multidiscipl inary Clinics

Radiation Oncology Chemotherapy Treatment Unit

Outpatient Diagnostic Imaging Center Oncology Multidiscipl inary Clinics

Surgical Services Pharmacy

Physical Therapy Lab

LASIK

A Different Experience Awaits

Focus on the Individual

#humanbeingwell

Human Experience

Each space in the Lennar Foundation Medical Center was intuitively planned,imaginatively designed and instinctively positioned to naturally reduce stress &

anxiety otherwise experienced by both staff and guests.

Ambiance Convenience

#humanbeingwell

Innovation

Technology & Innovation

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Central Processing Unit

Mobile Wayfinding Application

Registration Kiosk

OR Stainless Steel Modular Walls

Mobile Wayfinding Application

#humanbeingwell

Gozio Health provides an innovative solution to navigation and indoor wayfinding through a simple and friendly mobile application.

Partnership between the University of Miami Health System & Gozio Health has helped elevate the level of service for our guests in key areas of

Accessibility: Navigation to Facility / Indoor Wayfinding, Request an Appointment

Convenience: Search by Specialty / Physician, Parking / Valet Options, Navigation Mapping Accuracy

Transparency: Wait Times (EMR Integration), Satisfaction Ratings, Events Communication

• Brand new medical center – need to engage patients

• Existing mobile app wasn’t reaching patients – missing wayfinding

• Needed to promote Brand

• Transportation issues

• Parking was complex

• Needed to feature and promote key amenities

• Wanted to utilize large existing Physician database

• Enable mobile appointment scheduling

• Get real-time feedback from patients and visitors

• Be flexible and future-proof

Lennar Pain Points

… and under Construction (Collaborative partnership)

Lennar Pain Points

• Smartphones – Our problem solving companions

• Existing Mobile App with several interesting features

• Suffered from low install and utilization (2 Years, 1983 installs, 1953 uninstalls)

• Ben recognized that wayfinding was missing and the promise of not getting lost is an incredibly compelling reason to install an app

• We’ve come to rely on our smartphones for location-based information

Why not a mobile App?

Outdoors Indoors

End to End Navigation

Indoor Navigation

Promote the Brand

Transportation and Parking

Find and Promote Key Amenities

Integration – Doctors and Scheduling

Real time feedback

Analytics and Survey Portal

● Feedback mechanism for patient engagement

● Real-time visitor insight● Where are visitors driving from?● What are they searching for?● Where are they while searching?

● Create Patient Surveys to:● Mediate negatives● Lock-in positives● Improve HCAHPS

● Monitor app adoption rates

Future Proof

Allows Lennar to:• Adapt to changes in their environment

• Easily update and manage their data

Gives Lennar control over:

• Mobile Marketing Campaigns

• Points of interest

• Physicians and departments

• Geo-fences and location-based communications

Simple yet powerful web based interface for managing and customizing all cloud content

Caregiver Engagement

LFMC is truly a special facility not only because of the aesthetics and state of the art

technology but as a result of the new standard of service that is innate in each and every

team member. Each team member is an expert in their field of service and have the special

trait of empathy and compassion that has been recognized and applauded by our patient

population.

Positive Environment and Ambiance

Caregiver "Joy in Work" Culture - Deming Based Lean Six Sigma Principles

Wellness & Preventative Health In itiat ives

#humanbeingwell

Guest Engagement

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Careful selection of furniture options and layout, refreshment offerings, indoor wayfinding

mobile application and a new level of attention to each and every patient and their family or

caregiver has created a distinguishable ambiance.

Guest Positive Ambiance & Space Planning

Wellness & Preventative Health Initiatives

New Standard

of Excellence

Accessib il ity

Communication

Transparency

Technology & Innovat ion

Community Engagement

#humanbeingwell

Our first and most celebrated community partnership has been with Steinway & Sons'

gracious donation of a grand piano for the main lobby. Patients, students from Frost School

of Music and our own providers have shared their gift and love of music as a healing

offering; an act of kindness which can only come from a true compassionate heart.

Frost School of Music

Nursing School

Business School

Lowe Art Museum

City of Coral Gables

Steinway & Sons

The Lennar Foundation Medical Center

#humanbeingwell

Outdoor Terrace

(3rd Floor & 5th Floor)

LEED Certification

Silver Status

Designed for Vertical

Future Growth

Next…

Networking Reception & Dinner

6:00 PM

McNichols Civic Center

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