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We're here today with Cody Walker,
the president of Baptist Health Medical

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00:00:09.064 --> 00:00:12.471
Center in North Little Rock.
For those who don't know,

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00:00:12.471 --> 00:00:17.118
Baptist Health Medical Center North
Little Rock is a 225 bed tertiary care

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00:00:17.118 --> 00:00:20.092
center,
which is one of 12 hospitals in Baptist

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00:00:20.092 --> 00:00:24.057
Health Arkansas Health System
headquartered in Little Rock, AR.

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Which also includes one payer,
Baptist Health pace and 1700 providers.

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00:00:27.333 --> 00:00:29.430
Cody,
thank you so much for joining us today.

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How are you?

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I'm good, Jordan. Happy to be here.
Thanks for the opportunity.

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Sure thing.
So we have a number of topics we might

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00:00:37.243 --> 00:00:40.981
cover today.
I think there's a big effort right now at

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00:00:40.981 --> 00:00:46.010
Baptist Health to transform Baptist
Health Arkansas into a consumer first

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00:00:46.010 --> 00:00:49.340
approach,
specifically interested in focusing on

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00:00:49.340 --> 00:00:53.417
digital front doors.
Could you tell our listening audience?

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00:00:53.537 --> 00:00:56.703
A little bit about what that means at
Baptist Health Arkansas,

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what brought it about,
and when the rubber hits the road,

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00:00:59.617 --> 00:01:01.577
how are we actually making this happen?

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00:01:01.857 --> 00:01:06.643
Yeah, it's a great question for us.
You know, I think in healthcare,

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00:01:06.643 --> 00:01:12.261
we've really prided ourselves on being a
place where patients would choose us no

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00:01:12.261 --> 00:01:15.799
matter what our operations or our tools
available,

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00:01:15.799 --> 00:01:21.417
no matter that situation that they would
come to us despite that because of the.

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High end care that we provide and and
really,

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I mean you can look over the last several
years how other sectors have really

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transformed the consumer experience.
We say consumer because that's what they

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00:01:33.755 --> 00:01:36.485
are.
I mean they're they're choosing to come

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00:01:36.485 --> 00:01:41.097
to these places and they're not patients
in our mind anymore, these people.

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00:01:41.097 --> 00:01:46.624
Are are are researching they're they're
informed and and they're really driving

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00:01:46.624 --> 00:01:52.014
to a place that gives them the quickest
access to high quality care possible.

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And so for us we're transforming the way
that we have have historically looked at

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that and and.

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We're stepping into really what other
sectors are doing and and putting a

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00:02:04.931 --> 00:02:11.417
mobile first option there for patients
for consumers and and really becoming.

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00:02:12.497 --> 00:02:17.540
You know a place where they can
self-direct their care and you know long

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standing history of patients taking the
provider's recommendation of who they

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00:02:22.928 --> 00:02:27.487
should see and that those things still
exist. Don't get me wrong,

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but patients are are.

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Obviously very,
very informed and we've got to give them

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00:02:32.489 --> 00:02:35.783
the tools that they can begin
self-directing that care.

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00:02:33.937 --> 00:02:34.137
OK.

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So our our goal in the next few months is
really to get down to a place where we

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can allow patients to schedule within 60
seconds or less their primary or their

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00:02:45.251 --> 00:02:46.897
specialty care appointments.

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00:02:47.177 --> 00:02:52.163
We know that there's authorizations that
go into that and there's referrals that

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00:02:52.163 --> 00:02:56.718
have to go into that in some instances.
But where we can make those tools

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00:02:56.718 --> 00:03:01.395
available for patients, for consumers,
we have to start doing that. I mean,

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I I can order my groceries.

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00:03:03.177 --> 00:03:07.287
And not ever step in the store for my
mobile device. You know,

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00:03:05.777 --> 00:03:06.297
Mhm.

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00:03:07.287 --> 00:03:11.918
while we're having this call,
they'll be delivered on my front door if

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00:03:11.918 --> 00:03:17.136
I choose that by the time I get home.
We have to take that same general concept

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00:03:17.136 --> 00:03:18.897
and apply it to healthcare.

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00:03:19.497 --> 00:03:24.481
That's what disruptors are doing today
and that are coming into the primary care

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00:03:24.481 --> 00:03:27.311
markets.
And so we have to protect that base,

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00:03:27.311 --> 00:03:32.110
but also give patients and consumers what
they want, which is the ability to,

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00:03:32.110 --> 00:03:35.125
you know,
have have care on their device if they

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00:03:35.125 --> 00:03:36.417
don't want to travel.

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00:03:36.777 --> 00:03:40.382
But if they do,
also selecting those appointments so they

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00:03:40.382 --> 00:03:44.049
can see it same day,
next day without having to darken the

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00:03:42.377 --> 00:03:42.857
Mhm.

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00:03:44.049 --> 00:03:48.648
door of an urgent care. If if so,
they choose that. So that's what we're,

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00:03:48.648 --> 00:03:51.756
you know,
on task to do and we're going to figure

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00:03:51.756 --> 00:03:52.377
it out so.

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00:03:52.217 --> 00:03:53.417
It's.

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00:03:52.617 --> 00:03:57.564
It's not necessarily having patients sign
into an EHR platform to make that happen.

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00:03:57.564 --> 00:04:02.157
It's it's putting it on our website,
it's putting it in Google search because

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that's where patients and consumers are.
How do we,

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00:04:05.219 --> 00:04:09.931
how do we get those tools to them at the
front so that they don't have to be an

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00:04:09.931 --> 00:04:11.697
existing patient in an EHR to.

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00:04:11.737 --> 00:04:16.365
Overcome the you know the the competency
in our technology platforms.

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00:04:16.365 --> 00:04:20.728
Let's let's give them those access points
where they already are,

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00:04:20.728 --> 00:04:22.777
which is just in Google search.

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00:04:22.977 --> 00:04:28.012
So it sounds like convenience is king and
you're looking at the total population in

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00:04:28.012 --> 00:04:32.447
the geographies where Baptist Health
Arkansas is located and saying these

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00:04:32.447 --> 00:04:36.163
aren't just patients,
but these are possible future patients.

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00:04:36.163 --> 00:04:40.898
These are future healthcare consumers and
we have to try to compete with other

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00:04:40.898 --> 00:04:41.497
providers.

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00:04:43.177 --> 00:04:47.904
Riders in this market in order to get
these consumers business and is that is

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00:04:47.904 --> 00:04:49.177
that fair assessment?

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00:04:49.017 --> 00:04:54.210
Yeah, it is. I think that's a a great,
you know, simplification of it.

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00:04:54.210 --> 00:04:59.037
And and I think that we know that,
I mean this is a data podcast,

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00:04:59.037 --> 00:05:03.937
we know the data suggests that that
consumers are willing to move.

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00:05:04.897 --> 00:05:08.084
Between providers,
if self scheduling is available,

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00:05:06.097 --> 00:05:06.617
Hmm.

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00:05:08.084 --> 00:05:13.108
if timeliness to the next appointment is
sooner than what they're currently being

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00:05:13.108 --> 00:05:17.704
offered with a current provider,
that that consumers are willing to switch

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00:05:17.704 --> 00:05:22.177
off of those those two instances and so
we have to be the best in class.

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00:05:21.297 --> 00:05:21.417
OK.

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00:05:24.177 --> 00:05:28.207
On self scheduling or open scheduling and
the time to next appointment.

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00:05:28.207 --> 00:05:32.740
And so that's what we're maniacal about
right now because we have opportunity to

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00:05:31.577 --> 00:05:32.057
Mhm.

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00:05:32.740 --> 00:05:36.377
improve in both those buckets and that's
what we're going to do.

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00:05:35.657 --> 00:05:39.591
So you did mention electronic health
records. For our listeners,

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00:05:39.591 --> 00:05:42.617
can you remind them what EHR you're
working with?

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00:05:41.737 --> 00:05:45.617
Yeah, we're an epic shop. Uh,
across all of hospitals, yeah.

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00:05:44.017 --> 00:05:47.992
Got it, got it.
So Epic has obviously Mychart as a

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00:05:47.992 --> 00:05:52.746
digital front door built into the EHR.
And as you mentioned,

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00:05:52.746 --> 00:05:59.215
Mychart is available for current patients,
but obviously not for people who aren't

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00:05:59.215 --> 00:06:02.956
in your EHR,
don't have a record with your Epic

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00:06:02.956 --> 00:06:03.657
instance.

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00:06:03.977 --> 00:06:09.470
How are you creating a digital front door?
How are you incorporating Mychart into

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00:06:09.470 --> 00:06:14.427
your digital front door experience?
And what are you doing in addition to

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00:06:14.427 --> 00:06:19.585
your Epic Mychart in order to reach the
total population beyond your current

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00:06:19.585 --> 00:06:20.857
patient population?

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00:06:20.937 --> 00:06:24.406
Yeah,
let me just say that like the My Chart

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00:06:24.406 --> 00:06:30.264
platform is an excellent resource for
people who know how to use it. It is.

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00:06:30.264 --> 00:06:35.969
It is a competency barrier though,
for those who don't understand that My

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00:06:35.969 --> 00:06:39.977
Chart is how you should access a
healthcare system.

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00:06:39.977 --> 00:06:43.699
So if you're an existing patient,
you obviously get your results,

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00:06:43.699 --> 00:06:48.154
you get you get reminders through MyChart
once you have entered into a system.

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00:06:48.154 --> 00:06:52.439
And some people have multiple MyChart
accounts and we we heard from the UGM

777235f2-d89b-48fd-9019-bb2126ec4b57/996-3
00:06:52.439 --> 00:06:56.781
meeting this week that some of those
things are going to be consolidated and

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00:06:56.781 --> 00:06:59.657
Epic is doing some really disruptive
stuff around.

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00:06:59.657 --> 00:07:06.039
Around around this this topic in general
and AI and and open scheduling and such

777235f2-d89b-48fd-9019-bb2126ec4b57/991-0
00:07:00.017 --> 00:07:00.537
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1023-1
00:07:06.039 --> 00:07:12.026
so but but the the cultural competency
around my chart is not equivalent to

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00:07:12.026 --> 00:07:15.177
Google and so how do we how do we enter?

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00:07:12.537 --> 00:07:13.017
Mhm.

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00:07:15.297 --> 00:07:21.908
You know the the user experience by
meeting them where they are and and my

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00:07:18.617 --> 00:07:18.737
OK.

777235f2-d89b-48fd-9019-bb2126ec4b57/1059-1
00:07:21.908 --> 00:07:27.725
chart is 1 facet of that.
We have to be good at at our version of

777235f2-d89b-48fd-9019-bb2126ec4b57/1046-0
00:07:23.617 --> 00:07:25.217
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1051-0
00:07:27.617 --> 00:07:28.137
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1059-2
00:07:27.725 --> 00:07:30.457
my chart but while in parallel.

777235f2-d89b-48fd-9019-bb2126ec4b57/1112-0
00:07:30.657 --> 00:07:33.500
You know,
getting in front of that cultural

777235f2-d89b-48fd-9019-bb2126ec4b57/1112-1
00:07:33.500 --> 00:07:37.828
competency burden to access my chart to
see somebody about itself,

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00:07:37.828 --> 00:07:43.061
we have to meet them by bringing those
tools forward in a place that is tangible

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00:07:41.097 --> 00:07:41.577
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1112-3
00:07:43.061 --> 00:07:47.261
to them as they become users in our
system to then be, you know,

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00:07:47.261 --> 00:07:50.297
users inside of my chart.
So it's it's a both.

777235f2-d89b-48fd-9019-bb2126ec4b57/1120-0
00:07:50.457 --> 00:07:54.457
And approach for us and and that's that's.

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00:07:51.297 --> 00:07:54.185
Right.
So for for a listener right now who may

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00:07:54.185 --> 00:07:59.038
be an executive of a large health system
who's charged with doing exactly what

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00:07:59.038 --> 00:08:02.232
you're doing,
which is improving the consumer first

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00:08:02.232 --> 00:08:05.120
approach,
making sure that patients can get in

777235f2-d89b-48fd-9019-bb2126ec4b57/1179-4
00:08:05.120 --> 00:08:09.911
sooner and it's more convenient and
self-scheduling and they're already using

777235f2-d89b-48fd-9019-bb2126ec4b57/1179-5
00:08:09.911 --> 00:08:11.017
Epic Mychart, how?

777235f2-d89b-48fd-9019-bb2126ec4b57/1231-0
00:08:11.697 --> 00:08:16.097
What would you advise them?
What kind of topics might they need to

777235f2-d89b-48fd-9019-bb2126ec4b57/1231-1
00:08:16.097 --> 00:08:19.644
consider? Are these Google Ads?
Are you using Zocdoc?

777235f2-d89b-48fd-9019-bb2126ec4b57/1231-2
00:08:19.644 --> 00:08:23.585
Are you incentivizing Google reviews?
Is there another app?

777235f2-d89b-48fd-9019-bb2126ec4b57/1231-3
00:08:23.585 --> 00:08:28.247
Or maybe there's patients at a competing
health system and you have an

777235f2-d89b-48fd-9019-bb2126ec4b57/1231-4
00:08:28.247 --> 00:08:31.137
interoperability platform that pulls
those?

777235f2-d89b-48fd-9019-bb2126ec4b57/1253-0
00:08:31.697 --> 00:08:35.688
HR's into into yours.
What what kind of strategies would you

777235f2-d89b-48fd-9019-bb2126ec4b57/1253-1
00:08:35.688 --> 00:08:40.988
advise this person to consider as they're
looking to expand their consumer first

777235f2-d89b-48fd-9019-bb2126ec4b57/1253-2
00:08:40.988 --> 00:08:41.577
approach?

777235f2-d89b-48fd-9019-bb2126ec4b57/1294-0
00:08:42.177 --> 00:08:48.284
Yeah, I think it's it is SEO optimization.
It's taking some of those Google ads of

777235f2-d89b-48fd-9019-bb2126ec4b57/1294-1
00:08:48.284 --> 00:08:51.963
you know,
we know right now Google Analytics will

777235f2-d89b-48fd-9019-bb2126ec4b57/1294-2
00:08:51.963 --> 00:08:57.701
tell you some of the most researched
topics in in the current consumer market

777235f2-d89b-48fd-9019-bb2126ec4b57/1294-3
00:08:57.701 --> 00:09:00.497
is Doctor near me or find care now or.

777235f2-d89b-48fd-9019-bb2126ec4b57/1336-0
00:09:01.617 --> 00:09:05.913
Primary care doctor appointment,
those are those are in the Google

777235f2-d89b-48fd-9019-bb2126ec4b57/1336-1
00:09:05.913 --> 00:09:09.632
Analytic platform.
So when when patients or consumers are

777235f2-d89b-48fd-9019-bb2126ec4b57/1305-0
00:09:08.017 --> 00:09:08.617
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1336-2
00:09:09.632 --> 00:09:13.672
searching those terms,
we want to be top at list and when when

777235f2-d89b-48fd-9019-bb2126ec4b57/1336-3
00:09:13.672 --> 00:09:17.455
we're top at list, we're not,
we're not sourcing my chart,

777235f2-d89b-48fd-9019-bb2126ec4b57/1319-0
00:09:14.097 --> 00:09:14.897
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1336-4
00:09:17.455 --> 00:09:18.417
we're sourcing.

777235f2-d89b-48fd-9019-bb2126ec4b57/1391-0
00:09:18.617 --> 00:09:21.893
The easy option,
the 60 seconds or less or the three

777235f2-d89b-48fd-9019-bb2126ec4b57/1391-1
00:09:21.893 --> 00:09:26.590
clicks or less version of that that will
eventually get them into my chart.

777235f2-d89b-48fd-9019-bb2126ec4b57/1345-0
00:09:22.417 --> 00:09:23.017
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1391-2
00:09:26.590 --> 00:09:31.720
But that's not the top of funnel approach.
It's it's get them in to Baptist Health

777235f2-d89b-48fd-9019-bb2126ec4b57/1366-0
00:09:31.057 --> 00:09:32.217
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1391-3
00:09:31.720 --> 00:09:35.120
and then and then get them scheduled
through my chart.

777235f2-d89b-48fd-9019-bb2126ec4b57/1391-4
00:09:35.120 --> 00:09:38.457
But but really those first clicks are in
front of it.

777235f2-d89b-48fd-9019-bb2126ec4b57/1427-0
00:09:38.017 --> 00:09:42.787
So just to jump in there, Cody,
if I'm a patient in Little Rock today and

777235f2-d89b-48fd-9019-bb2126ec4b57/1427-1
00:09:42.787 --> 00:09:46.847
I type in doctor near me,
find care now or primary care doctor

777235f2-d89b-48fd-9019-bb2126ec4b57/1427-2
00:09:46.847 --> 00:09:52.068
appointment and let's say something from
Baptist Health Arkansas is near the top

777235f2-d89b-48fd-9019-bb2126ec4b57/1427-3
00:09:52.068 --> 00:09:56.257
of the list and I click on that link,
where is that bringing me?

777235f2-d89b-48fd-9019-bb2126ec4b57/1443-0
00:10:03.617 --> 00:10:04.937
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1491-0
00:10:04.977 --> 00:10:09.652
Noting whether that is preferential
virtual care or an asynchronous e-visit,

777235f2-d89b-48fd-9019-bb2126ec4b57/1491-1
00:10:09.652 --> 00:10:12.444
or hey,
I really just need to see somebody in

777235f2-d89b-48fd-9019-bb2126ec4b57/1491-2
00:10:12.444 --> 00:10:16.391
person. That's my preference.
That version of the next available

777235f2-d89b-48fd-9019-bb2126ec4b57/1469-0
00:10:15.137 --> 00:10:15.657
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1491-3
00:10:16.391 --> 00:10:21.247
appointment should source to the top of
the list. So if it's 11:00 AM tomorrow,

777235f2-d89b-48fd-9019-bb2126ec4b57/1478-0
00:10:18.217 --> 00:10:18.457
Yeah.

777235f2-d89b-48fd-9019-bb2126ec4b57/1483-0
00:10:19.457 --> 00:10:19.577
OK.

777235f2-d89b-48fd-9019-bb2126ec4b57/1488-0
00:10:21.017 --> 00:10:21.497
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1491-4
00:10:21.247 --> 00:10:22.097
you select it.

777235f2-d89b-48fd-9019-bb2126ec4b57/1526-0
00:10:22.497 --> 00:10:27.369
And that's your appointment.
Now subsequent work will happen inside of

777235f2-d89b-48fd-9019-bb2126ec4b57/1526-1
00:10:27.369 --> 00:10:32.379
my chart to get you formally registered
and and getting the the the data

777235f2-d89b-48fd-9019-bb2126ec4b57/1526-2
00:10:32.379 --> 00:10:35.947
collected.
But that that's not the entry point that

777235f2-d89b-48fd-9019-bb2126ec4b57/1518-0
00:10:35.537 --> 00:10:35.657
And

777235f2-d89b-48fd-9019-bb2126ec4b57/1526-3
00:10:35.947 --> 00:10:38.417
we want to work people through is a.

777235f2-d89b-48fd-9019-bb2126ec4b57/1564-0
00:10:38.497 --> 00:10:44.255
An EHR platform that is cumbersome to new
patients. Again, existing patients, great,

777235f2-d89b-48fd-9019-bb2126ec4b57/1537-0
00:10:43.617 --> 00:10:44.217
Got it.

777235f2-d89b-48fd-9019-bb2126ec4b57/1564-1
00:10:44.255 --> 00:10:48.996
but you walk down the street today
anywhere in this metro or in rural

777235f2-d89b-48fd-9019-bb2126ec4b57/1564-2
00:10:48.996 --> 00:10:53.263
Arkansas and you say, hey,
how do you get access to about this

777235f2-d89b-48fd-9019-bb2126ec4b57/1564-3
00:10:53.263 --> 00:10:53.737
health?

777235f2-d89b-48fd-9019-bb2126ec4b57/1622-0
00:10:53.937 --> 00:10:56.670
For a new patient,
no one's going to tell you, oh,

777235f2-d89b-48fd-9019-bb2126ec4b57/1622-1
00:10:56.670 --> 00:10:59.564
it's my chart.
I mean like that's not that is not the

777235f2-d89b-48fd-9019-bb2126ec4b57/1578-0
00:10:58.737 --> 00:10:59.097
Yeah.

777235f2-d89b-48fd-9019-bb2126ec4b57/1622-2
00:10:59.564 --> 00:11:02.887
common vernacular.
No one's going to know that. So how do we,

777235f2-d89b-48fd-9019-bb2126ec4b57/1622-3
00:11:02.887 --> 00:11:06.370
I mean they're going to say, well,
I don't know, I'll Google it.

777235f2-d89b-48fd-9019-bb2126ec4b57/1590-0
00:11:03.417 --> 00:11:03.657
Yeah.

777235f2-d89b-48fd-9019-bb2126ec4b57/1622-4
00:11:06.370 --> 00:11:10.550
I mean that's the and and when they do,
they'll eventually get into my chart.

777235f2-d89b-48fd-9019-bb2126ec4b57/1622-5
00:11:10.550 --> 00:11:13.497
But what we what we want them to do is to
get the the.

777235f2-d89b-48fd-9019-bb2126ec4b57/1648-0
00:11:13.617 --> 00:11:18.720
Easiest couple clicks uh through the
platform that everyone is Googling those.

777235f2-d89b-48fd-9019-bb2126ec4b57/1648-1
00:11:18.720 --> 00:11:23.953
I mean is using those answers or you use
the platform to get the answers and and

777235f2-d89b-48fd-9019-bb2126ec4b57/1640-0
00:11:20.817 --> 00:11:23.417
So you've.

777235f2-d89b-48fd-9019-bb2126ec4b57/1648-2
00:11:23.953 --> 00:11:24.857
that's Google.

777235f2-d89b-48fd-9019-bb2126ec4b57/1664-0
00:11:25.337 --> 00:11:29.397
Do they need to create a username and
password in order to access scheduling

777235f2-d89b-48fd-9019-bb2126ec4b57/1664-1
00:11:29.397 --> 00:11:32.297
and then or is there some other identity
verification?

777235f2-d89b-48fd-9019-bb2126ec4b57/1658-0
00:11:29.737 --> 00:11:29.777
Oh.

777235f2-d89b-48fd-9019-bb2126ec4b57/1708-0
00:11:32.457 --> 00:11:35.826
Yeah. So down the line, yes.
But to get the appointment,

777235f2-d89b-48fd-9019-bb2126ec4b57/1673-0
00:11:35.697 --> 00:11:36.617
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1708-1
00:11:35.826 --> 00:11:40.376
we don't want to create any more burden
to that user experience than what is

777235f2-d89b-48fd-9019-bb2126ec4b57/1708-2
00:11:40.376 --> 00:11:44.040
absolutely necessary.
So they're they're coming to us for the

777235f2-d89b-48fd-9019-bb2126ec4b57/1686-0
00:11:41.897 --> 00:11:42.457
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1708-3
00:11:44.040 --> 00:11:48.177
appointment as soon as possible,
self-directed. Let's give them that.

777235f2-d89b-48fd-9019-bb2126ec4b57/1693-0
00:11:45.217 --> 00:11:45.897
Mm-hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1698-0
00:11:47.057 --> 00:11:47.577
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1703-0
00:11:49.417 --> 00:11:49.977
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1752-0
00:11:49.457 --> 00:11:54.049
And then work them through all the other
necessary steps that come with our

777235f2-d89b-48fd-9019-bb2126ec4b57/1752-1
00:11:54.049 --> 00:11:58.882
processes to verify and and to get them
registered. But but we got to get them.

777235f2-d89b-48fd-9019-bb2126ec4b57/1752-2
00:11:58.882 --> 00:12:02.688
They came to us for an appointment.
They came to us, you know,

777235f2-d89b-48fd-9019-bb2126ec4b57/1752-3
00:12:02.688 --> 00:12:06.857
in the same way that I'm going to order
from my local grocery store.

777235f2-d89b-48fd-9019-bb2126ec4b57/1747-0
00:12:06.817 --> 00:12:07.617
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1805-0
00:12:07.457 --> 00:12:11.803
I give you my credit card at the end but
I want you know I want it at 2:00 this

777235f2-d89b-48fd-9019-bb2126ec4b57/1805-1
00:12:11.803 --> 00:12:15.931
afternoon and I want milk, bread,
meat and cheese like and and so but don't

777235f2-d89b-48fd-9019-bb2126ec4b57/1770-0
00:12:15.257 --> 00:12:15.497
Yeah.

777235f2-d89b-48fd-9019-bb2126ec4b57/1805-2
00:12:15.931 --> 00:12:20.060
make me give me my credit card at the
very beginning where I have to fumble

777235f2-d89b-48fd-9019-bb2126ec4b57/1791-0
00:12:19.977 --> 00:12:21.337
Got it.

777235f2-d89b-48fd-9019-bb2126ec4b57/1805-3
00:12:20.060 --> 00:12:23.319
around and find it.
Let's let's get what I need when I need

777235f2-d89b-48fd-9019-bb2126ec4b57/1805-4
00:12:23.319 --> 00:12:25.057
it and then I'll pay you for it.

777235f2-d89b-48fd-9019-bb2126ec4b57/1860-0
00:12:25.137 --> 00:12:29.290
Is there any concern about adverse
selection of uninsured individuals who

777235f2-d89b-48fd-9019-bb2126ec4b57/1860-1
00:12:29.290 --> 00:12:33.891
just want an appointment now and they're
going to look for it, but but you don't,

777235f2-d89b-48fd-9019-bb2126ec4b57/1860-2
00:12:33.891 --> 00:12:36.416
you haven't done insurance verification
yet,

777235f2-d89b-48fd-9019-bb2126ec4b57/1860-3
00:12:36.416 --> 00:12:40.737
so they may not be covered in their
self-pay and maybe there's difficulty in

777235f2-d89b-48fd-9019-bb2126ec4b57/1860-4
00:12:40.737 --> 00:12:43.935
collecting on that.
Is that just provided as a community

777235f2-d89b-48fd-9019-bb2126ec4b57/1860-5
00:12:43.935 --> 00:12:45.057
benefit or is there?

777235f2-d89b-48fd-9019-bb2126ec4b57/1864-0
00:12:45.137 --> 00:12:46.977
Concern that you're gonna increase this.

777235f2-d89b-48fd-9019-bb2126ec4b57/1906-0
00:12:46.377 --> 00:12:49.604
Now, yeah,
those are great questions and I I think

777235f2-d89b-48fd-9019-bb2126ec4b57/1906-1
00:12:49.604 --> 00:12:54.665
for us a lot of a lot of consumers that
are searching for these options we know

777235f2-d89b-48fd-9019-bb2126ec4b57/1906-2
00:12:54.665 --> 00:12:59.979
are patients who are willing to pay cash.
And so we're not this isn't going to be a

777235f2-d89b-48fd-9019-bb2126ec4b57/1884-0
00:12:57.977 --> 00:12:58.217
Hmm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1906-3
00:12:59.979 --> 00:13:04.218
super expensive service,
but one that that provides that access at

777235f2-d89b-48fd-9019-bb2126ec4b57/1889-0
00:13:01.297 --> 00:13:01.777
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1906-4
00:13:04.218 --> 00:13:04.977
a at a rate.

777235f2-d89b-48fd-9019-bb2126ec4b57/1960-0
00:13:04.977 --> 00:13:07.352
It's worth it,
but the patients and consumers are

777235f2-d89b-48fd-9019-bb2126ec4b57/1900-0
00:13:06.137 --> 00:13:06.737
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1960-1
00:13:07.352 --> 00:13:09.537
willing to pay up front for it.
So maybe not,

777235f2-d89b-48fd-9019-bb2126ec4b57/1960-2
00:13:09.537 --> 00:13:12.101
maybe not even an insurance product at
all. You know,

777235f2-d89b-48fd-9019-bb2126ec4b57/1960-3
00:13:12.101 --> 00:13:15.331
if they come to see us in person,
that's a maybe a different model.

777235f2-d89b-48fd-9019-bb2126ec4b57/1921-0
00:13:12.697 --> 00:13:13.257
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1960-4
00:13:15.331 --> 00:13:19.130
But if you and I have a scratchy throat
and we want to make sure that we're not

777235f2-d89b-48fd-9019-bb2126ec4b57/1960-5
00:13:19.130 --> 00:13:22.977
coming down with something that's going
to ruin a vacation, maybe I want to see.

777235f2-d89b-48fd-9019-bb2126ec4b57/1998-0
00:13:23.417 --> 00:13:27.331
Provider, you know, this afternoon,
but I will, I'm willing to pay you,

777235f2-d89b-48fd-9019-bb2126ec4b57/1998-1
00:13:27.331 --> 00:13:30.158
you know,
a nominal fee to do that out of my pocket

777235f2-d89b-48fd-9019-bb2126ec4b57/1975-0
00:13:29.057 --> 00:13:29.537
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/1998-2
00:13:30.158 --> 00:13:32.822
because I I got to get this taken care of
today.

777235f2-d89b-48fd-9019-bb2126ec4b57/2041-0
00:13:32.257 --> 00:13:35.684
So I'd like to,
I'd like to move to another topic with a

777235f2-d89b-48fd-9019-bb2126ec4b57/1998-3
00:13:32.822 --> 00:13:35.377
That's what we're going to be putting
forward.

777235f2-d89b-48fd-9019-bb2126ec4b57/2041-1
00:13:35.684 --> 00:13:40.374
few topics that we may cover today,
but where we only have a few more minutes

777235f2-d89b-48fd-9019-bb2126ec4b57/2000-0
00:13:37.617 --> 00:13:38.097
Yeah.

777235f2-d89b-48fd-9019-bb2126ec4b57/2041-2
00:13:40.374 --> 00:13:44.342
in this episode. So we might,
I know you're working on leveraging

777235f2-d89b-48fd-9019-bb2126ec4b57/2041-3
00:13:44.342 --> 00:13:48.611
predictive analytics to improve patient
throughput and length of stay,

777235f2-d89b-48fd-9019-bb2126ec4b57/2041-4
00:13:48.611 --> 00:13:51.737
which kind of falls under the umbrella of
capacity.

777235f2-d89b-48fd-9019-bb2126ec4b57/2057-0
00:13:51.977 --> 00:13:56.418
Optimization increased throughput.
Would you mind saying a few words on what

777235f2-d89b-48fd-9019-bb2126ec4b57/2057-1
00:13:56.418 --> 00:13:59.417
you're working on and how you're
measuring success?

777235f2-d89b-48fd-9019-bb2126ec4b57/2092-0
00:13:58.817 --> 00:14:01.872
Yeah, you know,
the recent federal legislation,

777235f2-d89b-48fd-9019-bb2126ec4b57/2092-1
00:14:01.872 --> 00:14:06.517
one big beautiful bill is has obviously
reached the top of mind of every

777235f2-d89b-48fd-9019-bb2126ec4b57/2092-2
00:14:06.517 --> 00:14:11.544
executive across the country right now.
It's been a journey that we've been on

777235f2-d89b-48fd-9019-bb2126ec4b57/2092-3
00:14:11.544 --> 00:14:15.617
anticipating some of these changes,
but also just to know that.

777235f2-d89b-48fd-9019-bb2126ec4b57/2121-0
00:14:15.977 --> 00:14:23.016
You know, increased access saves lives,
it improves quality and and it does have

777235f2-d89b-48fd-9019-bb2126ec4b57/2121-1
00:14:23.016 --> 00:14:30.141
a a financial value as well. But for us,
you know the the demand for our services

777235f2-d89b-48fd-9019-bb2126ec4b57/2121-2
00:14:30.141 --> 00:14:31.097
oftentimes.

777235f2-d89b-48fd-9019-bb2126ec4b57/2153-0
00:14:32.337 --> 00:14:35.344
Out out reaches our supply to provide
them.

777235f2-d89b-48fd-9019-bb2126ec4b57/2153-1
00:14:35.344 --> 00:14:40.946
And so we've been on a maniacal journey
in the last better part of a year through

777235f2-d89b-48fd-9019-bb2126ec4b57/2153-2
00:14:40.946 --> 00:14:46.412
a topic that we call Operation Raptor and
I can get into the specifics of that,

777235f2-d89b-48fd-9019-bb2126ec4b57/2153-3
00:14:46.412 --> 00:14:48.257
but it's it's really about.

777235f2-d89b-48fd-9019-bb2126ec4b57/2184-0
00:14:48.377 --> 00:14:54.015
Deleting anything that doesn't provide
value within our our hospital operation

777235f2-d89b-48fd-9019-bb2126ec4b57/2184-1
00:14:54.015 --> 00:14:59.724
sector to free up capacity for patients
who need us the most when they need us.

777235f2-d89b-48fd-9019-bb2126ec4b57/2184-2
00:14:59.724 --> 00:15:04.577
And so we've been leveraging predictive
analytics in a pretty good.

777235f2-d89b-48fd-9019-bb2126ec4b57/2229-0
00:15:04.777 --> 00:15:09.992
Dose of generative A I to begin
forecasting not only day of demand,

777235f2-d89b-48fd-9019-bb2126ec4b57/2229-1
00:15:09.992 --> 00:15:16.128
but you know next day demand and even a
week ahead so that we can plan staffing

777235f2-d89b-48fd-9019-bb2126ec4b57/2229-2
00:15:16.128 --> 00:15:22.033
appropriately for the demand so that we
can preemptively surge where we know

777235f2-d89b-48fd-9019-bb2126ec4b57/2229-3
00:15:22.033 --> 00:15:24.257
there's going to be capacity.

777235f2-d89b-48fd-9019-bb2126ec4b57/2264-0
00:15:24.337 --> 00:15:28.093
Constraints and we're not doing that in a
reactive fashion.

777235f2-d89b-48fd-9019-bb2126ec4b57/2236-0
00:15:27.537 --> 00:15:29.617
Mhm, mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/2264-1
00:15:28.093 --> 00:15:31.035
We're getting in front and planning,
you know,

777235f2-d89b-48fd-9019-bb2126ec4b57/2264-2
00:15:31.035 --> 00:15:35.730
what does next Thursday look like?
Are we sat from a sat in a bed capacity

777235f2-d89b-48fd-9019-bb2126ec4b57/2264-3
00:15:35.730 --> 00:15:40.049
standpoint to meet that demand?
And so we've learned a lot and we've

777235f2-d89b-48fd-9019-bb2126ec4b57/2264-4
00:15:40.049 --> 00:15:40.737
achieved a.

777235f2-d89b-48fd-9019-bb2126ec4b57/2301-0
00:15:40.737 --> 00:15:45.587
A pretty decent amount of of capacity
through that exercise.

777235f2-d89b-48fd-9019-bb2126ec4b57/2301-1
00:15:45.587 --> 00:15:51.311
We've we've freed up more than 30,
000 unnecessary wait hours in our Uh

777235f2-d89b-48fd-9019-bb2126ec4b57/2301-2
00:15:51.311 --> 00:15:55.683
through that operation.
We've we've freed up about 10,

777235f2-d89b-48fd-9019-bb2126ec4b57/2301-3
00:15:55.683 --> 00:15:59.817
000 opportunity days and and excess
length of stay.

777235f2-d89b-48fd-9019-bb2126ec4b57/2339-0
00:16:00.097 --> 00:16:06.299
And you know looking at our discharge
lounges, we've we've free up about 10,000,

777235f2-d89b-48fd-9019-bb2126ec4b57/2339-1
00:16:06.299 --> 00:16:09.669
11,
000 hours and and unnecessary wait time

777235f2-d89b-48fd-9019-bb2126ec4b57/2339-2
00:16:09.669 --> 00:16:15.871
for patients who are leaving to be you
know set in a discharge lounge so that we

777235f2-d89b-48fd-9019-bb2126ec4b57/2339-3
00:16:15.871 --> 00:16:16.177
can.

777235f2-d89b-48fd-9019-bb2126ec4b57/2394-0
00:16:16.257 --> 00:16:19.995
Decompress the Uh.
There's there's several different factors

777235f2-d89b-48fd-9019-bb2126ec4b57/2394-1
00:16:19.995 --> 00:16:24.101
of of creating this balloon like capacity
when we need it. I mean,

777235f2-d89b-48fd-9019-bb2126ec4b57/2355-0
00:16:23.137 --> 00:16:23.817
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/2394-2
00:16:24.101 --> 00:16:29.065
I liken it to like the Chick-fil-A's or
the In-n-out Burgers wherever you are in

777235f2-d89b-48fd-9019-bb2126ec4b57/2394-3
00:16:29.065 --> 00:16:32.252
the country.
You know they don't run three lanes of

777235f2-d89b-48fd-9019-bb2126ec4b57/2394-4
00:16:32.252 --> 00:16:35.377
drive-thru at 10 in the morning.
They run them at.

777235f2-d89b-48fd-9019-bb2126ec4b57/2440-0
00:16:35.377 --> 00:16:40.082
12:30 or in 1:00 or you know in peak
hours and then they decompress back down.

777235f2-d89b-48fd-9019-bb2126ec4b57/2393-0
00:16:37.457 --> 00:16:37.977
Mhm.

777235f2-d89b-48fd-9019-bb2126ec4b57/2440-1
00:16:40.082 --> 00:16:44.905
How do we create the equivalent 3 lane
drive-thru in our hospitals by getting in

777235f2-d89b-48fd-9019-bb2126ec4b57/2440-2
00:16:44.905 --> 00:16:49.609
front of of that and planning ahead?
And that's what we're doing right now and

777235f2-d89b-48fd-9019-bb2126ec4b57/2440-3
00:16:49.609 --> 00:16:51.217
it's made a big difference.

777235f2-d89b-48fd-9019-bb2126ec4b57/2431-0
00:16:49.657 --> 00:16:49.857
Yeah.

777235f2-d89b-48fd-9019-bb2126ec4b57/2490-0
00:16:50.817 --> 00:16:53.553
Now, Cody,
I think a lot of our listeners may be

777235f2-d89b-48fd-9019-bb2126ec4b57/2490-1
00:16:53.553 --> 00:16:57.573
saying, look, this sounds awesome.
Obviously it's going to require some

777235f2-d89b-48fd-9019-bb2126ec4b57/2490-2
00:16:57.573 --> 00:17:01.203
investment to get Gen.
AI predictive analytics capacities in our

777235f2-d89b-48fd-9019-bb2126ec4b57/2490-3
00:17:01.203 --> 00:17:04.664
organization. You know,
how do I justify that to the C-suite?

777235f2-d89b-48fd-9019-bb2126ec4b57/2490-4
00:17:04.664 --> 00:17:07.791
Or in other words,
have you seen an increase in revenue

777235f2-d89b-48fd-9019-bb2126ec4b57/2490-5
00:17:07.791 --> 00:17:09.857
capture as a result of these efforts?

777235f2-d89b-48fd-9019-bb2126ec4b57/2537-0
00:17:10.497 --> 00:17:13.025
Yeah,
we've seen about a 6% increase in

777235f2-d89b-48fd-9019-bb2126ec4b57/2537-1
00:17:13.025 --> 00:17:17.953
emissions which back into that what your
payer mix is or or or what an actual

777235f2-d89b-48fd-9019-bb2126ec4b57/2537-2
00:17:17.953 --> 00:17:22.818
admission brings to your bottom line and
and that that is more than paid for

c07a9668-429d-41aa-8cf0-0f36713b9d14/48-0
00:17:21.794 --> 00:17:26.978
Than paid for itself and the investment
we made in predictive analytics.

777235f2-d89b-48fd-9019-bb2126ec4b57/2537-3
00:17:22.818 --> 00:17:26.293
itself and investment we made in
predictive analytics.

777235f2-d89b-48fd-9019-bb2126ec4b57/2537-4
00:17:26.293 --> 00:17:30.337
And so I I think for us the ROI is there
staying off diversion.

c07a9668-429d-41aa-8cf0-0f36713b9d14/48-1
00:17:26.978 --> 00:17:31.382
And so I think for us the ROI is there
staying off diversion,

c07a9668-429d-41aa-8cf0-0f36713b9d14/48-2
00:17:31.382 --> 00:17:34.578
improving the volume of transfers coming
in.

c07a9668-429d-41aa-8cf0-0f36713b9d14/48-3
00:17:34.578 --> 00:17:39.194
We've been able to say yes to 7% more of
our incoming transfers.

c07a9668-429d-41aa-8cf0-0f36713b9d14/72-0
00:17:40.474 --> 00:17:44.168
Because of freeing up capacity and then
just, you know,

c07a9668-429d-41aa-8cf0-0f36713b9d14/72-1
00:17:44.168 --> 00:17:48.522
there's a lot of other factors,
but when it comes down to overall

c07a9668-429d-41aa-8cf0-0f36713b9d14/72-2
00:17:48.522 --> 00:17:51.754
admissions,
that math comes to light real quick.