1. RigneyDolphin Connected Health & Assisted Living Symposium ‘Positioning within an Eco System’ Conor O’Byrne Connected Health Director

3. BPO service offering includes Customer Service, Telesales, CRM, Back Office Services

4. Some of our BPO Clients – Vodafone, UPC, 3, Airtricity, PTSB, BMW, Hyundai, CPW, Meteor, Quinn Direct, NCA, Central Statistics Office

5. 1100 employees across Ireland

6. Centres in Waterford & Derry

7. Deloitte best managed company 2009 – 2011

9. Employ a team of US and Irish/UK qualified nurses in Waterford

10. Target customers across the eco system include healthcare providers, insurers, community groups, individuals and their caregivers

11. Operating Growing Telehealth & Telecare programmes

12. Developing Evolving Solutions in Clinical Nurse Triage, Remote Patient Monitoring & Chronic Disease Support

13. Also Offer Professional Services (Patient Access & Experience – leveraging BPO Experience)

14. Part of EI/PA Connected Health Program

15. Utilising existing state of the art contact centre & IT infrastructure

16. Part of Enterprise Ireland Connected Health Programme

17. Extensive knowledge of domestic & international connected health environment

18. US based (Cleveland Clinic) Business Development Resource

21. Monitoring early indicators of decline

22. Preventing unnecessary admission & readmission to hospital

23. Supporting timely discharge following an acute hospital admission

24. Preventing premature admission to long-term residential care

25. Increasing Patient Satisfaction & Experience

26. Increasing Efficiencies & Generating Savings

28. Exploring the Telehealth Opportunity The medical conditions that can be addressed successfully by technology-enabled home care meet three criteria: • They are chronic — persisting for years rather than days or months. • They can be prevented or addressed by protocols — repeatable and standardized step-by-step instructions executed by non-physicians. • They are non-intensive — there is no requirement for round-the-clock face to face human monitoring and presence. Aim: slow down the gradual decline which pushes individuals further down the care phases

30. Packages combine:

31. Proven clinical service models

32. Proven but useable technology

33. End to end service delivery

34. Proven Benefits Tracking“The technology has only been one element. Other factors have also proven to be key, including communications, working together, listening to and consolidating varying requirements, and ensuring consistency of service delivery.” WSD Programme Manager Tim Ellis

36. Referral/eligibility criteria

37. Referral processes

38. Installation

39. Operational structure templates

40. Alert processes

41. Education and training

42. Removal criteria

43. Removal processes

44. Governance and risk arrangement

45. Evaluation and audit templates and processes

46. Cost-effectiveness calculator

47. Examples of funding arrangements

48. Technology product specifications Providing this type of turnkey service requires multiple and diverse capabilities

50. Which elements would it be desirable for you to deliver in the future?4. Patient Support Billing + Support 5.

51. Rigney Dolphin’s Capability 6. 6. Business as Usual Service Governance 6. Business as Usual Service Governance 1. Patient Selection and Recruitment 2. Data Collection and Communication 3. Data Interpretation 4. Service Response 5. Service Management 3. Data Interpretation 4. Service Response 5. Service Management Engage Service Select Patients Deploy Equipment 1. Collect Transmit Store 2. Technical Triage Clinical Triage Technical Triage Clinical Triage Alert Alert 3. Field Support Urgent Response Remote Support Remote Support Urgent Response 4. Benefits Tracking Patient Support Patient Support 5. Billing + Support

52. Eco System Collaboration

54. Different capabilities are required in implementation vs. ongoing service delivery

55. Be mindful of what is required to influence payors, shape the offering and sell the service

56. Solutions should fix complex problems but not necessarily be high tech

57. Engage Clinicians early in the process

61. Actionable when an intervention is required – procedures or protocols back up the technology e.g. to alert a nurse

62. Timely response to be reliable and useful in guiding decisions and initiating interventions

68. Find how their staff work (Clinical & Administrative)

69. Always ‘Put patients first, not savings first’

70. Help Identify what they could be doing differently to provide a better service

71. Gain a deep understanding of patient care challenges

72. Find out how to release staff from the burden of unnecessary administration

73. Deliver the Business Case

75. Thank You Conor O’Byrne - Connected Health Director Rigney Dolphin Ltd Unit 10/11 IDA Industrial Estate Cork Road Waterford 00 353 85 158 3230 00 353 51 59000 conorobyrne@rigneydolphin.ie