Northwell Health launches patient engagement platform developed by health system incubator

Photo: Courtesy of Playback Health

Northwell Health is partnering with Playback Health on a digital patient engagement platform that is being rolled out across the greater New York City health system. 

Northwell Ventures, the entrepreneurial arm of the health system, is leading the rollout of the Playback platform following a trial run at Glen Cove Hospital earlier this year. 

The software came out of the recognition that patients often have trouble digesting and remembering information provided during medical visits, especially when a clinician is sharing a stressful diagnosis or complex care plan. Patients can access their medical information, which has been curated by providers from the medical record, through replay. They can also share their information. 

"Our patients have found it incredibly helpful to be able to refer to their doctor's comments. They told us that Playback also made it much easier for them to share information with family and other providers," said Kimberly Rusnack, director of patient care services/rehabilitation at Glen Cove Hospital. "Because our physical and occupational therapists had such a terrific experience with Playback, we're now including our nurses on the platform."

Clinicians can create personalized care instructions using video, audio, pictures and text to communicate a patient's diagnosis and care plan. For example, a clinician can include an MRI image or other test result and by video explain what it indicates about the patient's condition. Video calling allows clinicians to directly connect with patients for a telehealth consult and to touch base with others on the care team. All moments are captured and available for viewing by the patient and care team.

WHY THIS MATTERS

Playback's software is designed to promote mobility and sharing of point-of-care medical data and information captured in a hospital's electronic medical record and patient portals or from third-party medical devices, while adhering to strict security standards for health information.

Secure data sharing has become important as a patient engagement measure and because of standards for interoperability set last year by the Centers for Medicare and Medicaid Services and the Office of the National Coordinator for Health Information Technology. Rules that went into effect in April require providers to securely share data electronically. They are also barred from information blocking.

Foremost for patient engagement is the ability of health systems to allow patients to easily access their information, for instance via mobile phones.

"At Northwell, we understand that many of the most troublesome problems in healthcare come down to lack of communication," said Richard Mulry, president and CEO of Northwell Holdings and Ventures, the entrepreneurial arm of the health system.

"We are excited by the opportunity to develop and roll out this innovative, scalable technology that takes doctor-patient communication to a new level. Based on the results of pilot programs at Glen Cove Hospital and other sites around the health system, we are confident it will improve not just the experience of patients in and out of the doctor's office but ultimately the quality of their care."

THE LARGER TREND

COVID-19 spurred the move to digital health, such as virtual visits and online scheduling for ease in making appointments, such as for vaccinations.

As care demand rebounds from the pandemic, providers have struggled to meet patients' digital expectations, according to a report from Kyruus, which assessed the nation's top 20 hospitals. Healthcare executives want to differentiate themselves by creating flexible, patient-centric digital access but most do not have a dedicated focus.

Northwell Health is among New York State's largest healthcare providers and private employers, with 22 hospitals, 830 outpatient facilities and more than 16,600 affiliated physicians in the New York City metro area and beyond.

Twitter: @SusanJMorse
Email the writer: susan.morse@himssmedia.com