Entries tagged with information technolo - Channel 10

If Disney Did Healthcare......

bcrounse — Thu, 12 Apr 2007 17:04:00 GMT

I’m writing this from Orlando, Florida, where I just delivered the opening keynote for the American Association of Urgent Care Medicine annual conference and exhibition at the Walt Disney World Resort. As you might imagine, I come here frequently for such engagements as well as for Microsoft corporate conferences. It is one of the few places that can really handle large groups. On previous visits I’ve had the pleasure of taking the “back stage” tour of Walt Disney World. I’ve also spent a little time at the Disney Institute. Business people from all over the world come to Disney to learn the magic of running the Magic Kingdoms. In addition, whenever I visit Orlando I try to spend a little of my downtime visiting the Disney parks. On this trip, I took another look at Epcot and Disney’s MGM Studios. All this got me to thinking about what it would be like if Disney did healthcare. Here are a few of my observations:

If Disney did healthcare there would still be long lines and lots of waiting, but they would handle the lines so well that nobody would really mind. Furthermore, if you were really in a hurry you could always grab a Fast-Pass. Despite the long lines, the total experience would be so compelling that any wait would soon fade from memory.

If Disney did healthcare our hospitals and clinics would be impeccably clean, safe and extremely efficient despite the press of humanity seeking services there every day.

The doctors and nurses, and everyone else from janitor to clerk, would greet patients with a smile. Grumpiness wouldn’t be tolerated. All workers would understand that they were cast members playing the most important roles in their patients’ lives. They would always strive to put the customer first.

If Disney did healthcare they would know everything about me from the moment I entered their clinic or hospital until the time I went home and everywhere in between. All of this would be facilitated by the best technology money could buy. And you better believe that would include customer relationship management tools. And even though computers would be running virtually everything, most of that technology would be invisible except where it was meant to be seen. Nothing could threaten the special relationship between provider and patient.

If Disney did healthcare they would still charge of ton of money, but their customers would seldom if ever complain because the total experience always exceeded expectations.

Bottom line; If Disney did healthcare there would be nothing (or perhaps everything) Mickey Mouse about it.

Bill Crounse, MD Worldwide Health Director Microsoft Corporation

The Story on MedStory

bcrounse — Thu, 05 Apr 2007 21:15:00 GMT

One of the big announcements during HIMSS last February was Microsoft’s acquisition of a company specializing in medical search. That company is called MedStory. Recently, I caught up with MedStory founder and CEO, Dr. Alain Rappaport, M.D., Ph.D., for a conversation about his company and why he decided to join forces with Microsoft.

Prior to founding MedStory, Dr. Rappaport was the co-founder, president and chief scientist for Neuron Data, a world leader in artificial intelligence and other business-critical software components. That Dr. Rappaport’s roots are embedded in the science of artificial intelligence made all the more sense as we discussed his vision for MedStory.

Dr. Rappaport likened the healthcare industry today to that of American manufacturing in the 80’s. All of us old enough to remember will recall that the American automobile companies and other manufacturers were getting clobbered by much more nimble competitors overseas (particularly the Japanese) who started using computers and technology to optimize the supply chain and their manufacturing processes. American manufacturers have now narrowed the gap. Productivity has improved and they are turning out higher quality products, but we continue to pay a price for falling behind in the 80’s. According to Dr. Rappaport, American healthcare is now where manufacturing was in the 80’s, and the time for change is upon us.

Realizing that healthcare is an industry that is driven by information, Dr. Rappaport turned his attention to improving how both consumers and clinicians alike will find the information they need. It is not enough, he says, to provide links to information. Search engines must become intelligent enough to understand a user’s “intent”. “We need a web that knows versus one that just links”, said Dr. Rappaport. “We are moving the center of gravity of search to return an understanding of what the user wants. Our core objective is to provide meaningful information that is also actionable.”

Asked why he decided to team up with Microsoft, Dr. Rappaport said it was the opportunity to engage with customers and partners all around the world who are now coming forward to help us innovate and use this technology. “Even in parts of the world where populations are medically underserved, providing relevant and timely information, will make a difference”, he said.

I, for one, very much agree. I’m thrilled to have Dr. Rappaport and his distinguished colleagues join us on our mission to improve the quality and safety of patient care, and the satisfaction of those giving and receiving that care.

Bill Crounse, MD Worldwide HealthDirector Microsoft Corporation

Microsoft in the Healthcare Industry - Consumer Health World video interview

bcrounse — Tue, 02 Jan 2007 18:53:00 GMT

I'm back in the office after a two week Holiday break. 2007 is upon us, and I look forward to a very exciting year with the introduction of Windows Vista, Office 2007, and some of the first new solutions from our Health Solutions Group here at Microsoft.

Just before vacation, I attended Consumer Health World in Washington, D.C., where I had the opportunity to serve on a couple of panel discussions with other colleagues from global technology companies as well as some distinguished healthcare industry leaders.

In the conference exhibit hall I met up with longtime friend and colleague, Dr. Mike Magee. Dr. Magee is a prolific writer and blogger who hosts the popular Health Politics site sponsored by Pfizer's Medical Humanities Initiative. Dr. Magee asked me to sit down for a video interview to share some thoughts about healthcare information technology and Microsoft's role in the industry. We also touched on a variety of other topics including the future of blogging, consumerism in healthcare, what's new at Microsoft, the Bill and Melinda Gates Foundation, and more. You can link to the streaming video here.

The next two months will be busy with Microsoft healthcare executive forum events in Minneapolis, Austin, Kansas City, and New York. I will also be keynoting at the Dallas Health Industry Council annual meeting, and the Healthcare Price and Quality Transparency Conference in Las Vegas. Then of course comes one of this year's biggest events, HIMSS 2007 and MSHUG in New Orleans. Microsoft's Steve Ballmer will be on the podium this year at HIMSS. I hope to see you there.

Happy New Year!

Bill Crounse, MD Healthcare Industry Director Microsoft