In this episode of the SeamlessMD Podcast, Dr. Joshua Liu, Co-founder & CEO at SeamlessMD, and marketing colleague, Alan Sardana, chat with Customer Success expert, Ms. Meherazade Sumariwalla MHA, about the best practices for implementing Digital Patient Engagement. See the full show notes below for details.
Guest(s): Ms. Meherazade Sumariwalla MHA, Director of Customer Success at SeamlessMD
Dr. Joshua Liu (@joshuapliu), Co-founder & CEO at SeamlessMD
Episode 9 – Show notes:
[2:15] Ms. Sumariwalla explaining why she chose to work in healthcare; how growing up in India opened her eyes to disparities in access to healthcare, which informed her decision to work on the administration side of the industry before ultimately diving into healthcare consulting;
[3:30] Why Ms. Sumariwalla chose consulting over working with a single health system/hospital so she could learn to solve a variety of problems in many different healthcare settings;
[5:15] How Ms. Sumariwalla thinks about early, mid and late-career stages with an emphasis on generalization at first and specialization later on, and how this concept overlaps with career trajectories within a hospital;
[6:55] Why individuals coming from a clinical background tend to make great consultants because of their shared experience;
[8:30] How Ms. Sumariwalla’s professor at Johns Hopkins shared the axiom “No margin, no mission”, highlighting how critical a sustainable business model in healthcare is necessary for an organization to continue having impact;
[10:23] Ms. Sumariwalla explaining why stakeholder buy-in is the most important factor for the successful implementation of Digital Patient Engagement; why it’s important to determine goals of both the overall organization and the individual stakeholders;
[13:05] How Ms. Sumariwalla introduces a new health system customer to SeamlessMD, best practices for an implementation kick-off call and lessons learned;
[17:50] Why the service component of Software-as-a-Service relies on a great Customer Success team and how Ms. Sumariwalla’s Customer Success team works with health system customers to ensure they meet all of their targets with SeamlessMD – including patient activation rates, engagement rates, clinical outcomes, etc.;
[23:45] Ms. Sumariwalla sharing best practices for getting high patient adoption and engagement with SeamlessMD, including the important role physicians play in motivating patients to use Digital Patient Engagement solutions;
[26:35] Best practices used by health systems with the best results using SeamlessMD (e.g. alerts & notifications to flag serious patient issues earlier) and how health systems have used these practices to reduce readmissions by up to 72%;
[30:35] How Digital Patient Engagement platforms must be flexible to different clinical workflows; for example, some health systems will implement the platform purely for patient self-management, and then turn on alerts and real-time monitoring over time;
[33:12] How providers using alerts & notifications might spend 30 mins to 2 hours per week enrolling & monitoring patients while recouping significant time on the backend with reduced phone calls and patient visits;
[35:03] What a SeamlessMD EHR integration (e.g. Epic, Cerner, etc.) looks like; why it’s best to integrate SeamlessMD with the EHR from the initial implementation, however, SeamlessMD can operate standalone first and integration can be done in a future phase;
[38:16] How COVID-19 changed the workflow for enrolling patients onto SeamlessMD remotely, and how Ms. Sumariwalla and her team at SeamlessMD rapidly adapted to the changing climate by developing new COVID-19 screening & education for patients and workflows for providers;
[41:14] Ms. Sumariwalla’s opinion on a post-pandemic healthcare environment, how more lower-level care will be done remotely using Digital Patient Engagement, and how patients benefit from remote care;
[45:25] How vendor <> hospital relations may change due to new policies related to COVID-19 and how SeamlessMD is fortunate to be able to operate remotely;
[48:40] Fast 5 / Lightning Round Questions:
Q: What is your favourite book (or book you’ve gifted the most)?
A: Anything from the Jeeves and Wooster series by P.G. Woodhouse
Q: What is your favourite restaurant (from anywhere in the world) or which restaurant would you go to tonight if location was no issue?
A: In Toronto:
– Seven Lives (Tacos)
– One of the restaurants at the Taj Hotel
– Any cocktail bar by the waterfront (not the touristy waterfront area though!)
Q: Which hospital has the best cafeteria?
A: UAB and UC Davis both have great cafeterias, UAB for sushi and UC Davis for healthy options
Q: What advice would you give to someone who wants to do what you do?
A: Be a sponge! Experience different learning opportunities.
Q: What is a new skill or activity that you’ve picked up since the COVID-19 pandemic?
A: Running (because squash courts are closed) and Origami