In this episode of the SeamlessMD Podcast, Dr. Joshua Liu, Co-founder & CEO at SeamlessMD, and marketing colleague, Alan Sardana, chat with Ms. Meherazade Sumariwalla, MHA, Director of Customer Success at SeamlessMD, about how a client reduced cardiac readmissions by 45% with SeamlessMD. 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 20 – Show notes:
[0:00] Q: If you could have a gigantic billboard anywhere, with anything on it, what would it say and why?
[00:41] Introducing Ms. Meherazade Sumariwalla, MHA, Director of Customer Success at SeamlessMD, and her clients’ success in using digital patient engagement for cardiac care;
[02:13] Introducing St Francis Hospital, part of the Catholic Health Services of Long Island (CHSLI), a 300-bed high volume center and leader in cardiac care;
[02:45] Why St. Francis Hospital’s President, Dr. Charles Lucore, advocated for SeamlessMD when he joined St. Francis Hospital because of his previous positive experiences;
[02:55] How SeamlessMD is the standard of care for Cardiac surgery and TAVR, and how it helped reduce open-heart case readmission rates by 45% in just 7 months;
[04:16] How the daily health check helps patients be more mindful by capturing daily patient symptoms at home, such as blood pressure, signs of dehydration, and wound images;
[05:31] How St. Francis Hospital providers can monitor patient responses to the health check in real-time and receive alerts for patients falling off-track, and how the platform will automatically instruct patients on who to contact if the survey was completed outside standard business hours, thus debunking the misconception that providers receive alerts 24/7;
[07:41] Why St. Francis Hospital integrated SeamlessMD with Epic and MyChart from the beginning to improve patient and provider accessibility and engagement;
[12:20] Ms. Sumariwalla shares initial implementation challenges such as a kickoff meeting that had too many attendees, and how SeamlessMD solved these challenges;
[14:23] How St. Francis Hospital achieves a 96% patient adoption rate with their 60-90 year old population by making the platform accessible, dedicating time to explain the program to patients, and by implementing an opt-out strategy as opposed to opt-in;
[20:06] How SeamlessMD adapts to support both elective and emergent Cardiac cases and how SeamlessMD patients benefit at every stage of the journey (e.g. Pre-op optimization and Post-op symptom management);
[23:08] How SeamlessMD supports St. Francis Hospital’s Enhanced Recovery After Surgery (ERAS) program by reminding patients to follow the ERAS protocols, tracking compliance, and collecting ERAS-related Patient-Reported Outcomes (PROs);
[25:18] How St. Francis Hospital providers use SeamlessMD in their day-to-day workflow and how spending more time explaining SeamlessMD to patients leads to a significant decrease in time spent on patient complications downstream such as readmission;
[28:09] Why patients say SeamlessMD is even more useful during the pandemic because it answers their questions remotely and reduces the number of clinic visits necessary;
[30:41] How SeamlessMD also reduces the number of virtual visits needed by the patient because providers get insights into a patient’s recovery via the automated health checks;
[33:09] How St. Francis Hospital’s Cardiac program reduced readmissions by 45% in 7 months;
[36:02] Lightning Round / Fast 5 Questions:
Q: What is something you believe that others in healthcare might find insane?
A: I am a fan of the idea of eating whatever you want!
Q: How has a failure / apparent failure set you up for later success? Do you have a favorite failure of yours?
A: Many years ago, I was at the New Orleans Jazz festival and missed my flight home because I forgot about the time zone difference, haven’t made that mistake again.
Q: Would you rather have invisibility or super strength?
Q: What is your favorite movie?
A: I enjoy “Life is beautiful” (1997 film starring Roberto Benigni) and also a variety of dance movies!
Q: If you could have a gigantic billboard, anywhere, to get a message out to millions of people, what would it be and why?