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Expert Insights: Enhancing Incident
Communications featuring Renown Health
Kevin Orput, MBA
Human Resources Business Partner
Renown Health, Reno, Nevada
Lisa Rogers, MBA
Manager, Contact Center
Renown Health, Reno, Nevada
Agenda
• Who is Renown Health?
• Communication challenges faced by Renown Health
• Use cases, including STEMI alerts and on-call staffing
communication
• What’s next for Renown Health?
• Q&A
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Enhancing Incident Communications
Renown Health: Our Story
Kevin Orput, MBA
Lisa Rogers, MBA
Human Resources Business Partner
Renown Health, Reno, Nevada
Korput@Renown.org
Manager, Contact Center
Renown Health, Reno, Nevada
Lrogers@Renown.org
Renown Health makes a genuine difference in the health and well-being
of the people and communities we serve.
Renown Health Overview
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Reno’s only not-for-profit, locally-governed
healthcare network
Over 5,600 employees
Only Trauma Center between Sacramento
and Salt Lake City
Renown Regional Medical Center, Renown
Children’s Hospital, Renown South
Meadows Medical Center, Renown
Rehabilitation Hospital, Renown Skilled
Nursing, Carson Valley Medical Center
Through Renown’s extensive network, we
provide care to more than 75,000 patients
each month.
• 31,632 Inpatient admissions annually
• 257,842 Outpatient visits yearly
• 100,000+ Trauma and Emergency
visits per year
• 75,000 Urgent Care visits per year
• 340,000 Imaging studies per year
• 2,000,000 Lab tests per year
Communication Challenges
Renown Contact Center
• Established November 2012
• Centralized Contact Center was created in an effort to alleviate
pain points brought on from outside Answering Service
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HIPAA compliance concerns
Offered too much customization which led to an increase in error
rates
• 24X7 PBX / Communication Systems Operation
Everbridge Aware
• Was being used successfully in ER for STEMI notifications
• Piloted with Family Practice and Internal Medicine provider oncall notifications
• Some Limitations on Aware platform
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•
>10 templates meant searching
Unable to customize by provider
Incident Communication Solution
• Everbridge Mass
Notification / Incident
Manager
• Implemented Summer of
2014
• Incident Manager allowed
for better customization and
provided an extra level of
functionality
• Able to customize to
provider preference
• Incident templates allowed
for better workflow
• Terrific support through the
transition process
Use Case – STEMI, Sepsis, Stroke
• ER Charge Nurse initiates messages
• Lab, Pharmacy, Radiology, Patient Access, Nursing
Leadership, Cath Lab and other key individuals notified.
Send patient information directly from the ambulance to your emergency room personnel
Use Case – On-Call Physicians
• Family Practice, Internal
Med, Specialty and Nurse
Navigators
• Roughly 120 physicians and
10 Nurse Navigators
• Limited to text notifications
only (few exceptions)
• No longer to have complex
instructions
• Escalation process in place
(in some cases)
• 3 cycles, 15 minute intervals,
then escalate
• Reporting for accountability
• Limited PHI for compliance
Use Case – Hospitalists
• Roughly 50 employed Physicians and midlevels rotating
throughout Renown Regional Medical Center and Renown South
Meadows Medical Center
• Highest volume with Answering Service
• Previously, carrying smart phones and receiving text
messages from Answering Service
• 7000-8000 calls per month
Use Case – Code Triage
• Message to roughly 40 leaders across the organization
• Previously, was a manual call tree
• Tests / drills have been successful
• Not tracking confirmation
• Not escalating
Use Case – PACS system (IT)
• First step toward mass IT
notification
• Notifications to roughly 30
leaders and radiologists
(Renown and nonRenown)
• Templates include:
• Initial Downtime
• Updates
• System Restore
• Scheduled Downtime
What’s Next?
• Rolling out to
additional IT groups
• 24/7 Helpdesk
• HipaaChat
• ER nurse staffing
communication
Q&A
Note:
Presentation slides will be available on our
blog at blog.everbridge.com
Use the Q&A
function to
submit your
questions.
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