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What Does “Customer Experience” Really Mean? 1000 395 Christian Grunkemeyer

What Does “Customer Experience” Really Mean?

We talk a lot about ensuring your customers and clients have a seamless and secure customer experience . Let’s take a step back for a minute and think about what the words “customer experience,” or CX, really mean.

According to Harvard Business Review, customer experience is defined as:

“the cumulative impact of your customer’s end-to-end journey with you, the multiple touchpoints over time which create a true competitive advantage to companies that get it right.” 

This implies that customer experience is not a short-term line-item metric or KPI, it’s much more complex. Instead, it’s a lifetime journey across all touchpoints and communication channels. At DataMotion, we strongly believe the ultimate measure of customer experience is a customer’s lifetime value and being able to keep that customer.

Your customer experience strategy should be a holistic one, not a one-off interaction or marketing campaign. It should truly marry customer expectations with the business objectives of the organization. Think about it, if your customers are not satisfied and they switch to a competitor, then your ability to meet business objectives and revenue goals will become that much harder. On the other hand, if your organization can meet your customer’s expectations with service improvements resulting in greater customer retention, then you could see significant, long-term growth for years to come.

There’s a difference between hearing and listening. You may collect customer data to hear about all of your customers’ needs and wants, but if you don’t actually listen to their desires and implement changes to meet their expectations, then what good is the data anyway? Your consumers want to feel understood as individuals with relevant offers and messaging. So, if you’re able to use your customer data to create more meaningful experiences for them, then you’ll be one step ahead of your competitors. If you’re not able to use this data, then you might just be left behind.

So, now you know what customer experience is, but do you know why we’re talking about it and why it has become such a hot topic in recent years? In a follow-up segment to this blog, we’ll talk about the trends impacting customer experience and how they might impact the future of your company’s growth.

Do you work in the financial services industry? Learn more about how customer experience trends are impacting your company by reading this whitepaper.

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Women wearing face mask and gloves effective against coronavirus typing on cell phone
Saving Your Health, One Mask at a Time 1024 404 Peter Tippett

Saving Your Health, One Mask at a Time

The following is a blog written by Peter Tippett, MD, PhD. Tippett is Chairman of the DataMotion Board of Directors and currently serves as the CEO of careMESH. The blog was originally published on LinkedIn: https://www.linkedin.com/pulse/saving-your-health-one-mask-time-peter-tippett-md-phd/


We all hear the same things: wash your hands, don’t touch your face, stay at home, stay 6 feet away from others. Viruses live on boxes and plastic and door knobs and…EVERYWHERE.

How does the average person decide what measures to follow unless they truly understand how these things work or have a clear set of “rules” they can abide by?

I am an Internal Medicine-certified, Emergency Room MD with a PhD in Biochemistry. I have also spent much of my professional life in the high-tech world helping people understand how risk, infection, and the growth of infection behaves.  So I thought it might be helpful to folks in my network to explain how personal protection from a virus like SARS-CoV-2 (the formal name of the virus that causes COVID-19) actually works, how any given measure individually lowers risk, how various countermeasures work together, and most importantly, to give you some simple guidelines for day-to-day living in this new COVID world.

Bottom Line On Masks & Gloves:

  • Wear a mask when you are in “exposure” zones (mainly places with other people).
  • Treat your home, car, and yard as safe places (no mask or gloves).
  • Be on high alert on what you are doing with your hands when you are in “danger zones.”  This is when you must not touch your face.
  • Consider wearing gloves (even winter gloves or work gloves can be helpful) but only for short periods of time and only when in “touch exposure” danger zones.
  • Remove your gloves (and mask) when you return to your safe place.
  • Wash your hands every single time you take off your gloves or mask, or move from a danger zone back to a safe zone.
  • When you are at home and after washing up, you can relax, scratch your nose, rub your eyes and floss your teeth…without worry.

Protections Work Together

All protections or countermeasures are only partially effective. For example, wearing the seat belt in your car reduces the likelihood of dying by about 50% compared with not wearing it.  You can think about that as horrible (“it will fail half the time!”), or as great (“it cuts the risk of dying in half!”). For everything we care about, in all aspects of life, we solve this “risk” problem by using countermeasures together to improve their collective effectiveness.  Independently, air bags reduce the risk of dying by about 30-40%. When added together with seatbelts, they are synergistic and reduce risk together by 65-70%. We add licensing, speed limits, anti-lock brakes, police enforcement and other things to achieve very good risk reduction (well into the upper 90s). We need to be even more careful when we drive in more dangerous situations, such as in a snow storm.  Protecting yourself (and society) from COVID works exactly the same way—you just can’t see the snow.

Getting Infected is Not “Black and White”

A tiny number of virus organisms placed in the back of a person’s throat one time is not likely to lead to the average person getting “sick” with COVID.  If we placed a tiny number of live viruses in the throats of 1,000 people, less than half would probably get sick. If we placed 1,000 or 1,000,000 viral organisms, the average person probably would get sick.  And if we placed a tiny number of organisms 10 or 100 times in a week, the average person would also likely get sick because of the multiple exposures. This is because even in your throat, your body has protective countermeasures such as mucus and cilia and your blood and other fluids likewise have generic immune and other protections.  They are just not as strong as we need them to be. Even as people get and recover from COVID or get a future vaccine, 100% of the population won’t be 100% protected, but collectively we will be safe.

Your nose reduces the risk of viral particles getting to your throat.  A mask reduces the risk of the viral particles getting to your nose, and social distancing reduces the risk of them getting to your mask. Together, these countermeasures work very well.  

If your nose reduces the risk by 80% (see Caveat 1), and a mask by another 80% and the six foot distance by 80% more, then collectively, the failure rate would be (0.2*0.2*0.2 = .008) = 0.8%. In other words, the collection of countermeasures would be (1 minus the failure rate) = over 99% effective in reducing your chances of getting sick. In this example, any two together would be 96% effective and any one alone would be 80% effective.

So based on this example calculation, if you are standing with your mouth closed and normally breathing close to a COVID carrier as they are speaking to you, you may have a 20% chance of getting sick from that exposure. Add a mask and that would go down to 4%, add distance and that goes to under 1%. Add repeated individual exposures from other people, and your risk gets worse.  Add more countermeasures and your safety improves. The power of each individual countermeasure is much less important than their collective power in protecting you.

So How Does a Mask Really Work?

It hasn’t been measured for COVID, but I suspect that almost any mask, no matter how poor, is more effective than a seat belt is in your car.  Masks that are FDA-cleared have been tested against a benchmark and have a rating. N95 masks have been shown to reduce 95% of passage of a certain size particle over a certain time period in specific laboratory conditions.

When I worked in a pre-COVID ER, I would change masks 6-12 times in a shift.  However well it works in the test lab, wearing the same mask (N95 or not) for a 12-hour ER shift is definitely not as strong as using a fresh one—let alone using the same mask for a week.  But it is far stronger than not wearing any mask at all. N95s have benefits over the simple dust masks typically used during construction work, for example, such as: (a) they are more comfortable to wear, (b) the air is more likely to go through the mask than around it, (c) exhaled air is less likely to fog your glasses, and (d) inhaled air is a bit less restricted.

These are similar characteristics to the beneficial properties of cloth masks.  So I am a big fan of cloth masks, even very simple ones. Any mask has 3 main protective properties:

  1. They make it hard to touch your nose and mouth, thus providing great protection for what is the biggest infection vector in most situations — hand-to-face transmission.
  2. They reduce the exposure of your nose and mouth to viruses in the ambient air (directly breathing in viral spray or viral fog).
  3. They reduce the chance that others will get infected from you when you are sick and don’t know it (and when you are sick and do know it!).

Great masks and poor masks can both stop water droplets.  Most coughs and sneezes are really composed of a fine spray of water droplets soaked with virus.  Stopping the droplets also stops the virus. Dry virus “dies” (see Caveat 2) very quickly so even though individual virus particles are extremely tiny and can enter in the air around a mask, or even go through the mask, they are less likely to infect you than a droplet teeming with viruses being kept “alive” by the droplet. The most likely way a dose of virus will get in your nose or mouth is:

  1. Via touch of your own hand (most likely by far)
  2. Via water droplet-laden virus (cough, sneeze or even breathing)
  3. Via free (or dry) virus “particles” (least worrisome)

The Nuance Behind Mask Testing

I’ve seen many articles that totally miss the mark on the benefits of masks.  Many say things like “good to keep your germs from hurting others, but not very good at protecting yourself” or “we tested 1,2,3 layers of different materials and found x% of particles the size of viruses go right through, therefore these are better than those”.

The testing that matters is way too difficult for anyone to actually do.  It would test 1,000 people who wear “certified masks” versus 1,000 who wear homemade masks of different types and see what percentage of each get infected and what percent get hospitalized or die.  Proving that virus-sized particles “go right through” old bandannas is mostly irrelevant if the most likely way you will get sick is by hand-face touching, where a bandanna might be 98% effective; or by virus-laden water droplets where the bandanna folded 4-times might be 90% effective; even though it is relatively poor at blocking dry, individual virus organisms, which is the least likely way you will get sick.

How and When You Are Likely to be Exposed

It is best to think of exposure scenarios.  Scoring them relative to each other helps to illustrate the relative risk. (numbers are for illustrative purposes only)

Chart illustrating relevant risk of being exposed to COVID-19 in different scenarios

Is a Hospital Mask Better Than Homemade?

In many respects, for home users, a mask made of cloth is comparable to a paper-based, certified medical mask.  The first reason they are comparable is because the protection math works well whether the mask is 70% effective or 90% effective.  In the example above, the total risk reduction would be somewhat better (99.6% vs 98.8%) between using a great mask and a good one when using it as part of a short list of countermeasures working together.  That example math did not include other countermeasures you are likely to also use like washing your hands, or wearing glasses or a shield, or sometimes wearing gloves, or avoiding exposure in the first place.  All of which would drive the total theoretical risk reduction well above 99% no matter which mask you wear.

First, countermeasures only work if you use them.  If you keep a cloth mask in your pocket or purse or hanging around your neck, then when you get near a danger zone you will be more likely to use it.  The N95 and similar masks don’t do well after being scrunched up in your pocket. Second, when you are back to your safe place, you can toss your cloth mask in the washing machine and use it again tomorrow.  Or better yet, buy or make a couple of masks so one mask is always clean.

Treat masks like underwear: use a fresh one every day (and whenever things happen that make you want to change).  

Cloth masks can be fitted, or folded, or worn as a bandanna.  Two layers are much better than one, and three are somewhat better than two.  Older cloth is likely to pass air better, making it easier to breath if you are wearing it tightly, which prevents air from escaping around the edges.  If you are going to have air escape around the edges, arrange your mask so air escapes below your chin. Air turning more corners on the way to your nose makes it tougher for contaminated air to reach your nose, which improves protection.

Consider the inside of your mask as clean, and the outside as contaminated.  When you remove it, you have just touched something contaminated so wash your hands, and then clean the mask as soon as it is practical.

Should I be Wearing Gloves, Too?

Wearing a mask uniformly reduces risk.  Unfortunately, the case for non-medical people wearing gloves is much less clear because it can be totally useless. They become contaminated just as your hands do.  Therefore, wearing gloves for long periods doesn’t help protect others. Both a contaminated glove or contaminated hand can pass a virus either way. If you handle money or touch a door that others will touch, you will both pick up the virus on your gloves and transfer it to the next object or person. If you touch your face wearing gloves, you will be just as likely to drive a virus to your eyes, nose or mouth as if you touched your face with an ungloved hand.  Wearing gloves might help you avoid touching your face, but masks are much better for this.

Gloves are best for temporary situations in which you expect “touch exposure”. Use them, allow them to be contaminated, and when you are away from the touch exposure zone, take them off, wash your hands and get on with life.  

So use them for short periods of time for a specific purpose. For example, I recommend wearing gloves (and a mask) when you go to a store. Put them on when leaving your car, feel free to open doors, touch things, move things, with abandon, however, never touch your face when you are wearing gloves.  Use them when paying, and when typing your pin or signing for your purchase.  When you leave the store remove them and if they are disposable, throw them away.  When you get to your car, open the door, clean your hands with your sanitizer or wipes, and go back to your safe zone.

My 90-something mother lives in an elder-care apartment complex.  There are others there who have COVID. Her apartment is her safe zone.  She wears a mask (just the sleeve from an old shirt) and winter gloves when she ventures into the hall and down the stairs to a common area to pick up her mail.  She can hang on to the railings, punch buttons, open doors and breathe freely as she does her work outside of her safe zone. When she gets back to the apartment, she removes the mask and gloves, puts the mask in the wash (she has the others available if she needs a clean dry one), washes her hands and gets comfortable in her safe zone.  By the way, the winter gloves will become un-contaminated over time as long as they are dry (see below), and they can be used again the next day since the inside is going to stay clean. If you really want to decontaminate them, they can be put in a 250 degree Fahrenheit oven for a half hour, or set out in the sun.

What About Grocery Bags?

You can go crazy worrying about the bags and store items and packages you bring into your safe zone.  In general, if they are dry, they are relatively safe. You can make them more safe by letting them sit for an hour or more.  Bright sunlight or dry air are both virus killers. Keep your hands away from your face while you are unpacking, and wash your hands after you have finished putting things away, then consider yourself safe. No one is going to succeed at perfect sterile procedures in the real world, so make a routine that makes sense.

Hand Washing & Sanitizers

Wash or sanitize your hands whenever you enter your safe zone every single time, and when you finish working on things that have a chance of being contaminated.  For example, if you are going to do the laundry, get everything loaded in the washing machine and then wash your hands.  Same for unpacking the mail, or groceries, or an Amazon package delivery. While you are working on anything that is potentially contaminated, and every time you are in an unsafe environment, pay attention to your hands.  When you are shopping or in other danger zones, it is not the time to scratch your nose or rub your eyes. And you should be wearing a mask anyway. Once you are back in your safe zone, wash up, and scratch your nose and rub your eyes all you want.  You are in your safe place.

Washing with soap is better than using a sanitizer or wipes, but obviously you need a sink and soap for washing.  Keep a pump or wipes in your car and at your home entrance to do a quick job on the way into your safe zones—mainly to keep your safe zone safe.

If you accidentally shake someone’s hand, or touch something worrisome, keep track of your hands, and keep them off of your face until you can wash or sanitize them.  In some situations, you might consider letting one hand become contaminated while trying to keep the other relatively clean. You might use the same hand to open doors, for example and the other to do less dirty work until you can wash or sanitize them both.

But in general if you are home or in another safe zone, quit worrying and don’t bother thinking about washing and face touching. No one can stay sterile for any extended length of time. Save those worries for shorter periods when you are in danger zones.

What about packages and mail delivered on the front porch?

SIDEBAR: Viruses are always dying.  Viruses only “grow” (replicate making more viruses) when they are in the inside of an infected person (or a bat) cell.  Everywhere else, they are dying. Depending on where they are and their local environment, they die quickly or they die slowly, but they constantly die.  This is the big difference between viruses and bacteria. If you put a million viruses in a drop of water, they will start dying immediately. And there will never be more individual virus particles than you started with.  Bacteria, on the other hand, can be in “standing water” with enough other environmental help to replicate and make a big, stinky, slimy mess. Just one or two bacteria double to 4, 8, 16, 32, 64, 128, 256, 512, 1024 eventually to millions of individual bacteria, in your soup, or milk, or pasta sauce, or whatever.  Viruses never do this. Outside of the infected person they start dying and keep dying. We can take advantage of this fact to help keep us safe.   

For those who think in exponential math, Viruses tend to die via a half-life.  Just like bacteria grow exponentially in the soup, viruses grow exponentially in populations of people.  Exponential growth is described with a “doubling time”.  Similarly, exponential death is described as a “half-life”. Radioactive material has a constant, unchangeable half-life.  The half-life for death of viruses, on the other hand, is a good property in the everyday world and is also easy to speed up, and easy to trust.  

The half-life of virus particles might be 10 seconds on a package on a dry warm day sitting in direct sunlight, or 15 minutes for the same package sitting in a cool humid environment like your basement.  So for the package on the porch in the sun, ten half-lives kills off 99.9% of those virus particles in under two minutes. The same package in your basement might need 2 1/2 hours to accomplish the same kill-off benefit. Sunlight (UV light), heat, dryness, soap, alcohol, bleach all rapidly kill viruses.

So even if the outside of the box of Cheerios was contaminated a few hours ago by a sick shopper touching it, by the time you get it home, 99.9% of it is probably already dead, and by the time you eat breakfast tomorrow, after the box sitting in your dry cupboard, another 99.9% of it is likely dead.  

Please don’t get sucked into breathless worry because the scientist who (correctly) shows that it is “possible” to find some live virus on cardboard after 2 days.  Although true, the risk is infinitesimal. That scientist can find the last two living viruses, but you need a much bigger dose to cause any harm and in most cases that all went away yesterday.

But I work in a Grocery Store (or Warehouse)

Please wear a mask! Wear glasses instead of contacts. Wear something over your shirt or blouse that you can take off in the garage or other staging area before entering your safe zone car or home. Wear gloves or not (your employer probably has a requirement). Either way, wash your hands when you take your mask off and when you take your gloves off. When you quit work, wash before you get to your car.  Take your outer layer off and gloves off before fully entering your car. Sanitize your hands on entering your car. Do it all over again in your garage or mudroom before getting inside your house. Put your clothes and mask in the wash and take a shower when you get home.

Key Takeaways

Social Distance—Stay six feet from people is a good thing. Ten feet is even better.

Safe Zone—For most folks, your house is a safe zone.

  • For you, and for family living with you, your yard is likely a safe zone.
  • When outside, and with no other people nearby, you are in a safe zone
  • For most people, your car should be a safe zone.

Masks—The easiest, most reliable precaution you can take when out of your safe zone

  • If you work with the public, you should absolutely be wearing a mask on the job.
  • If you are in a safe place, a mask has low value, because the risk is already low.
  • If you are going to put the same mask on and off, then treat the outside as contaminated and the inside as safe.
  • If you handle the outside of your mask, then consider your hands as contaminated, and wash them.
  • Don’t touch the inside of your mask with your hands or anything else dirty.
  • Put the cloth mask in the laundry at least daily. (or wash with warm water and soap).
  • Have at least two masks so one can be in the wash and the other clean when needed
  • Don’t bother boiling masks before you wear them. The detergent in your washing machine is easier, stronger, and more likely to succeed by far.

And above all—enjoy your safe zone with your family, friends, cat or dog.

Be Well,

Peter

Caveat 1:  I will use statistical examples and numbers to illustrate how this works.  The numbers I use are estimates only.  I am using them because the exact numbers in each case can be off by huge margins, and the resulting understanding, recommendations and behavior will not change even if a particular situation or study shows instances that are quite different from my examples.   

Caveat 2:  I know that viruses are not “alive” nor “dead” but I will use “dead” to mean that they are no longer capable of infecting anyone and “alive” to mean they still can.   

Business man communicating on cell phone
Health Insurance, Social Distancing and Customer Communications 600 237 Thomas Donhauser

Health Insurance, Social Distancing and Customer Communications

Health insurers are facing great pressure to modernize the way they do business.  With the advent of COVID-19 and social distancing, the need to do business remotely requires a new set of competencies centered around improving their digital competency.  Fortunately, the changes that can make the most difference are ones that are easy to implement. They’re centered around simple and convenient methods to securely exchange documents and messages between your employees and their customers and partners. Competency in this area of digital communications is the expected baseline of customers and partners going forward.

In remote and stay at home environments, traditional methods such as fax, postal mail and mail rooms are either not available, or are inefficient and impractical, putting a company’s revenue and profitability at risk. Wherever there were personal touch points in the past, companies will need a corresponding digital strategy.  As insurers’ staff shift to working remotely, more aspects of their workflow with customers and partners must be digital. Tools like fax and paper forms are just not as practical in a typical home office – whereas convenient secure methods for digital collaboration and document exchange would be.  Those companies that embrace new digital ways of doing business will succeed.  A recent study from Salesforce says about 20% of consumers use portals to communicate with insurers. We believe all aspects of digital business will go up. Consumers expect organizations to provide them with a modern experience to handle not only routine transactions, but also those that have exceptions.  Offering secure document and message exchange, especially if it is integrated into the customer portal or mobile app, provides the simplicity to delight while simultaneously getting work done.  A solution that integrates into the systems already used by employees, such as Outlook, or contact center and helpdesk ticketing systems, provides a simple, seamless experience that increases productivity.

When handling health-related data, there has always been the need to protect PHI. Secure communication is an integral part of how insurers interact with their members and is an essential element for a great customer experience. The need for solutions that not only meet compliance requirements, but which are also easy to implement and use, is critically important. Data security and regulatory compliance shouldn’t get in the way of a great digital experience for employees, customers, and partners.  By succeeding in these areas, you will have a significant competitive advantage over those organizations that treat today’s environment as business as usual.

Ready to learn more about how your organization can modernize the way they do business and improve their customer communications?

Contact Us
Man using tablet pc against sterile bedroom for clinical data exchange
Digital transformation and clinical data exchange 1000 395 Thomas Donhauser

Digital transformation and clinical data exchange

Digital transformation is all the rage these days and with clinical data exchange, the healthcare industry is no exception.  Numerous government and industry regulations in the last 10 years have “forced” providers, payers and vendors to step up and start implementing digital technologies to replace old paper based ways of working with health care data. Think HIPAA/HITech, Meaningful Use, and more recently MACRA, MIPS and the 21st Century Cures Act.

As often happens with transformative or cultural change – which this surely is – some components are quickly embraced, while others find many roadblocks in their way. As the health industry marches toward digitization, the roadblock we most often hear about is around interoperability – AKA – health clinical data exchange. How do we most effectively and efficiently exchange health data to obtain the best quality of care for the patient – when they need it?  What are the tools we have today to get us closer to interoperability and remove these roadblocks for exchanging health data like patient communications, medical records attachments, referrals and consultations with diagnostic attachments? These are frequent questions.

Finding the path to interoperability roadblock removal

Sometimes the best way to find your own way is to ask others how they got there.  So, let’s do that.
We have a customer who is an integrated health delivery network that has patients making continual transitions from acute care to long-term care, from acute care to visiting nurses, from acute care to home health services – you get the picture.  With all these transitions of care exchanges they had several digital data exchange needs including:

  • Easing electronic health information exchange across an integrated delivery network in compliance with federal health information privacy and security requirements
  • Maximizing workforce productivity by securing Protected Health Information with automated high accuracy content filtering
  • Mobilizing clinical data exchange with referral partners in accordance with national standards

The large volume of patients transitioning to new facilities required a very quick exchange of clinical documentation so it arrived at the network provider before the transitioning patient did.

Tools are available today

Using the health data exchange techniques of email encryption and Direct Messaging that are available today, this customer was able to meet these requirements and achieve on-time delivery of patient information for these frequent transitions of care.

Get more information

This is just one example using tools available now to get past health data exchange roadblocks. You can get more details and download the entire case study for this customer in our resource library. For more information on health data exchange techniques take a look at the whitepaper “21st Century Data Sharing Techniques for Healthcare Delivery Transformation Success”.

Does your organization need help getting past the clinical data exchange roadblock?

Contact Us
Fintech & Insurtech – Competing on a Great Customer Experience 600 237 Jack Villacis

Fintech & Insurtech – Competing on a Great Customer Experience

Is a great customer experience required to grow your account base, and retain accounts in financial services? As the world shifts to a ‘digital first’ orientation – financial services organizations and insurance companies are under pressure to improve the online customer experience, particularly in the face of ‘fintech and insuretech’ startups that use it as a competitive advantage to take market share – and keep it.

Gartner, the world’s leading research and advisory company, recently published the Gartner 2019 Customer Experience Management Survey:

“As part of Gartner’s 2019 Customer Experience Management Survey, executives at 56 financial services firms were asked the extent of what their firms competed/compete/will compete on the basis of CX two years ago, today and in two years. While only 34% of firms said they almost completely or fully competed on this basis two years ago, 59% said they do today and 80% said they will in two years, which is an incredibly rapid shift.”

Source: Gartner “Enhancing Customer Experience Maturity in Commercial Banking,” Financial Services Business Leader Research Team, 13 December 2019.

Again – in two years from now, 80% of the respondents expect that they will be competing almost completely/completely on the basis of the customer experience.

As PWC notes in this new report – Financial Services Technology 2020 and Beyond: Embracing Disruption – fintechs and other new market entrants  “typically offer a better customer experience….” – as a competitive advantage.

HOUSTON – DO WE HAVE A CUSTOMER EXPERIENCE PROBLEM?

Given the onslaught of Fintech and Insurtech companies – which arguably are founded on simplifying the user experience through mobile tech (the ‘Apple–ization’ of finance if you will), what do we believe traditional players / incumbents should do to improve customer experience – especially the online experience?

Yinyang - Provide a seamless experience with self-service and customer service

One area worth investigating is the linkage between your self-service options (portal, app, website) and your customer service channels. Often times self-service options are siloed with limited, or no connection to customer service channels.  That can make it difficult for your self-service customer to get help when the portal does not deliver what they need.

Digital self-service is great for providing an optimal customer experience – until it’s not. Then the customer looks for an easy way to ask for help via a quick message. If that choice can be made readily available in the user interface of the app or portal – great. If it is a channel that can also include rich context and document or image sharing as well – even better. And if the channel is completely integrated into your back-end support infrastructure (core platforms, CRM, contact center, etc) – you’re golden. Unlike many solutions that improve the customer experience, this can be a relatively easy, painless way to move those experience scores up and make you a hero.  Who doesn’t want that!

Want more data to support providing these seamless digital banking or insurance channels? Check out this whitepaper. Want an implementation guide to help formulate a solution? Check out this guide.

Need a great customer experience to grow your account base and retain accounts? Talk to us to learn more about how we can help your company.

Contact Us
Patient Engagement Blog Header - Health Data, Stethoscope, Glasses
What Does Patient Engagement Really Mean? 600 237 Thomas Donhauser

What Does Patient Engagement Really Mean?

We often hear terms such as patient engagement and they become the latest “term du jour”.  But what does that really mean and what is your organization doing to help promote such activity?  Is patient engagement a part of your organization’s strategy to maintain customer loyalty and grow your business?

Patient engagement is much more than just offering a portal or app that your patients can use to schedule appointments or see their latest EOBs.  Patient engagement is more about a philosophy – a way that your organization will interact with your patients or members.  This interaction needs to be bi-directional.  Providing your patients with access to their health information may also be a part of this strategy.  However, patient access to their data is not enough.  What is critical is the need to help patients by engaging them and making sure they understand what their data is “telling” them.

The idea is to provide patients with the necessary information, guiding them and ensuring they are engaged with their own care, and making the right choices. This will lead to better outcomes and ultimately to a lower cost of care.  This level of engagement requires that providers are active participants.  By gaining a holistic view of the patient, then you, the provider, will become an active partner in the patient’s care.  The need to run duplicative tests can be avoided. The ability to remind patients if they miss a prescription refill will help in establishing your organization as a trusted partner in the patient’s care.  Some patients will obviously be more active participants than others, but if you are able to provide them with things like educational resources or support groups – this can also lead to a richer experience for the patient. The result – they will view your organization as their trusted source for their health needs.

Patient engagement requires patient data

In our “information everywhere” world, patients can be easily overwhelmed with data.  In today’s technology invasive environment, with wearables and the many health apps that are designed to help us, how do we make sense of it all?  The need to pull together the many sources of data available to us as providers or as patients is leading to the advent of yet another enabling technology – the personal health record.  The idea of a personal health record is not necessarily new, but we now see various technology companies, foundations, pharmaceutical companies as well as payers contributing to the personal health record, making it easier for the patient to truly be at the center of their care.  These technologies are more user friendly to the patient and the provider.  These applications make it easier to both collect and transmit personal health records, which when fully aggregated, can lead to greater insights for care management. They should also be particularly useful to everyone concerned with chronic disease management.

The bottom-line?

As a member of the health care ecosystem, the question you now need to ask is how will I engage and bring further value to my patient? What technologies can I enable for my patients to make true patient engagement a reality for my patients?

We believe that as this push for greater visibility and data access grows, DataMotion is well positioned to be the conduit for much of this communication flow.

How did one organization use DataMotion Direct Secure Messaging to improve care coordination, provider satisfaction, and CMS quality metrics?

Read Case Study
SMC API Postman Demo Blog Header Image
Postman Demo Videos – Secure Message Center API 600 237 Bud Walder

Postman Demo Videos – Secure Message Center API

The DataMotion Secure Message Center API is used to integrate secure messaging, email and document exchange into self-service portals – like online banking portals, insurance member services portals, brokerage and other wealth management portals – etc. I call it the ‘what’s in your wallet’ experience – since most of the financial and insurance companies we do business with provide these self-service portals (and apps). They are great for getting account information and conducting transactions (like paying bills or buying stocks). They are also good for finding an in-network healthcare specialist or checking if an insurance claim is covered.

Sometimes though, these portals fail the customers they serve. When portals are ‘not good enough’ on the self-service options for exchanging sensitive information – an integrated secure message center (SMC) is a great resource to ask questions, share documentation (or request documentation) – in essence get support from the client/member services team via a webmail-like exchange. Not all portals have a secure message center, and some are functionally limited. By building with our APIs and using our cloud-based secure data exchange services – these portals can add a great communication resource quickly and enable complete compliance with data privacy and governance regulations such as GLBA and HIPAA.

Invariably, when we discuss ‘SMC’ projects with customers – they want to see how the APIs work. So, we turn to one of our developers and they walk through API use with a tool called ‘Postman’ (which must be pretty interesting itself based on the number of Google searches it gets…!). Postman enables an SMC API demonstration that always seems to get the developers in the room ‘on-board’ with the project – so we thought it would be helpful to record a couple simple Postman demos to share that experience with you.

Here’s Chris Ly, one of our software developers demonstrating our ‘send message’ API. (Make sure your player is full screen and in HD mode!)

And here’s Chris again showing how message and document folders can be customed / added / deleted.

If you are a portal developer for a financial services or insurance company – we hope this taste of SMC programmability is helpful in understanding what you can build with our Secure Message Center APIs. Of course there is a lot more functionality – and all of the Secure Message Center APIs are well documented with sample code, SDKs – and there’s a free trial too.

Contact us if we can answer any questions or to discuss your project ideas. We’ll put you through to Chris!

Sign up for our free 14-day trial

Now that you’ve seen what you can build with our Secure Message Center APIs, try them out for yourself.

Free Trial
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What’s New for 2020? DataMotion Pivots to PaaS 1000 395 Bob Janacek

What’s New for 2020? DataMotion Pivots to PaaS

As we kick off the new year, we thought it would be good to reflect not only on what we’ve been doing over the last year, but also what we are planning for the DataMotion platform over the coming year. We spent a little time with DataMotion CEO Bob Janacek talking about his vision for DataMotion.  We’d like to share that with you below. Our questions are in bold. The interview has been lightly edited.

As 2019 comes to a close, it seems like a good time to reflect on the progress made this year. Thinking about this, can you describe the major initiatives DataMotion worked on this year, and the impact these have had for customers?

Bob Janacek: Sure. Thanks. We’ve spent many years working with customers in regulated markets like banking, insurance, government and healthcare, addressing their concerns around secure collaboration with their clients and partners. Our secure messaging system is used by many of these organizations to enable easy, secure and compliant communications for employees with their constituents.

That’s our software as a service, which is an end user product. It’s a turnkey solution that customers can implement as is. And what we’ve seen in the last year – really the last couple years – is a shift. These collaborative features that previously were used in a standalone sense, now our customers are asking for them to be integrated. And, they want to do so in the mainstream workflow of how they do business. For instance, many of our customers have a member portal. That’s where they drive their clients’ usage – through their portal and mobile apps. Our customers spend considerable resources on digital transformation and customer experience of their portals and apps. Collaboration was a missing piece. A lot of these portals are read only. For example, they may show a client’s explanation of benefits or bank balance, but they don’t allow them to ask a question or submit supporting documents.  So rather than having a separate email encryption portal where their clients must go to ask questions and exchange sensitive information, our customers want that collaboration to happen seamlessly from within their member portals and apps. This provides a better user experience that’s secure, simple and fast. Security that gets in the way of business processes is typically ignored. But if you can make it melt into the process, so that it’s as easy to use as any other feature, then it can accelerate business and add a lot of value to what companies bring their customers.

So, as you look to the future then for 2020 what changes do you see happening and where and how do you see the company evolving?

Bob Janacek: To meet this need of stitching secure collaboration into our customers’ workflows, DataMotion is investing heavily in our platform as a service. Whereas our traditional products were software as a service or SaaS, the API version of that – the version that could be integrated into customers’ systems – is a platform as a service or PaaS. That’s where we expose APIs and protocols that allow internal systems for customer service, for loan processing, for underwriting – a wide range of systems to participate in the secure exchange of information with their clients. The other end of these connections are often client-facing apps and portals. We’re investing in the APIs and protocols that allow backend systems to participate in the secure exchange of information. We’re also investing in the APIs and methods that allow mobile apps and front-end systems to integrate secure correspondence seamlessly for their members.

Okay, so talk about why it’s so important that the company evolved in this way. This is kind of a pivot or change in direction for DataMotion. What is it that’s driving all of this? You talked a little bit about customers requesting this, but, what’s really behind all of that.

Bob Janacek: A new generation of consumer is interacting with our customers, including millennials and younger ones in generation Z.  These users are tech savvy and expect companies that they do business with to be the same.  They expect mobile apps. They expect smartphone first interfaces. They don’t want to call in and wait 20 minutes listening to music on hold if they can get an answer by typing something digitally in a few seconds. They don’t necessarily want to deal with fax anymore. Or sign paper documents and send them by postal mail or overnight courier. They may not even have postage stamps laying around. They don’t think about those ways of doing business, which a lot of organizations are still built on. So, the younger generations are expecting a capable digital experience for interacting with their suppliers, whether it’s their bank, insurance company, healthcare or a government agency. They know the bar that Apple and Amazon.com created. If you can do everything online, then why go physical. Problem is a lot of the service companies use legacy customer service methods built around fax, phone calls, postal mail and FedEx, which is not the modern world. So, there is a groundswell, really a paradigm shift, in moving from legacy systems to pure digital, or at least supplementing traditional channels with digital ones. The digital experience is smarter, less expensive and faster. It’s secure. It’s auditable. It’s compliant. There’s a lot of benefits to going digital, but companies will need vendors like DataMotion that have the rich toolset to be able to integrate secure digital collaboration into their existing internal and client-facing experiences.

So, part of what is driving this is that they’ve got these existing workflows and they can’t just wholesale throw them out and try something else. It’s more of an evolution for these companies as well?

Bob Janacek: Right, we are very focused on helping our customers and their users, employees and systems work in ways that are most natural to them. It should just work, without rip and replace, and it should be transparent and easy.  If it’s a back-end or legacy system that speaks a certain protocol, we want to be able to speak that protocol. Then that system can remain in place and can participate. If it’s a client-facing portal or mobile app, REST APIs may be the preferred way of integrating secure collaboration. So, by providing a range of methods, APIs and protocols, and enabling all of them to interoperate, we allow a wide range of workflows involving systems, employees and consumers to participate in ways that are most natural to them.

Can you describe in more detail about how this is going to affect the products or services that DataMotion offers, especially as we go into 2020?

Bob Janacek: In 2020, you’re going to see a lot more emphasis on DataMotion’s platform as a service and our developer center that backs that platform as a service. Currently the developer center offers a range of APIs that programmers can access in a self-service manner. They don’t have to contact sales to gain access to it, they can go right to developers.datamotion.com and sign up for access, and immediately start testing out the APIs.

What we’re going to see in 2020 is a broader range of APIs that are made available. I can’t talk about all of them right now. But there’s a lot in store for DataMotion on the platform as a service as it relates to collaboration, security and compliance.

So, you’ll be expanding the different ways, systems and workflows that these organizations will be able to communicate by?

Bob Janacek: It’s really about transparency. It’s about integrating security and compliance into the collaboration process in a transparent way. It’s also about efficiency. If things are embedded tightly in the workflow, then that security and compliance is seamless in the workflow. The efficiency is maximized. Compliance is maximized at the same time. A lot of times you see security get in the way of workflows. It can add extra steps for users, or force processes to use outdated communication tools. Security is also the step that users remove from the process because it can prevent companies from meeting revenue goals – it gets in the way of business processes. By having our platform as a service, and a range of very robust APIs and protocols, the security becomes transparent in the process. It’s really a win, win for compliance and customer experience. Organizations’ online processes are secure. And from a business point of view, those business processes drive revenue recognition, and customer satisfaction goes up dramatically.

That leads right into the next question that I had for you, which is about how these organizations are going to benefit from these changes – this new direction that we have been talking about. Being able to be more secure and compliant – and have that all baked into those processes is a clear benefit?

Bob Janacek: Well one of the things about digital transformation and modernization is that it drives costs out of legacy processes. If you look at having to return a document by mail, it has to go through the handling of the mail room, it may get scanned and then an image may get attached to a CRM system. It may need OCR or optical character recognition that often introduces errors into process – especially if it’s handwriting. You know, an eight may look like a zero. That results in bad data that’s put into the system. Now, someone has to correct that. All the steps of handling legacy workflows are costly and error prone. By modernizing not only are you satisfying the expectation of today’s consumer, but you’re also reducing the cost of the organization’s operations, reducing errors and becoming more efficient.  Increases in brand loyalty, and customer retention and acquisition rates also occur, resulting in more profitable lines of business.

DataMotion has been a part of the email encryption industry for a long time. What role do you see email encryption playing in this evolution for DataMotion? 

Bob Janacek: Most email encryption solutions are SaaS offerings – it is a mature solution with a lot of vendors including DataMotion. But now – customers in the highly regulated industries –healthcare, financial services, insurance, and some functions of government – they need something better. The vendors that will excel in the email encryption market are those that have built on a robust platform that allows for integrated functionality which is in demand from these industries. Having that functionality baked into workflows and business processes, is really the next step in the transformation of these companies, customer experiences and their journey into digital transformation. SaaS is fine for many organizations that need ad hoc email encryption for legal and HR departments. But for those that are constantly handling sensitive information as a core business process – you need to evolve with the times. Email encryption offered as a PaaS and baked into the workflow is really where we see the major growth opportunities with these industries.

Every industry and company can face disruptions at some point, and it sounds like that’s what this is. Can you talk about other disruptions that DataMotion has been seeing and what you’re doing to meet these kinds of challenges?

Bob Janacek: Well, it’s really about secure collaboration in a broader sense. Email encryption is one channel. But systems also exchange files; people exchange files. There’s also the need for structured data or electronic forms exchange to be easier for organizations. They have security needs, but then they also have workflow needs as well. There’s a lot of opportunity to modernize legacy methods that have been in place for decades. So, we see secure collaboration involving email, messages, files and forms as ripe for a paradigm shift that strategically integrates them into an organization’s workflow, allowing appropriate systems and business processes to participate, all in a very easy, secure, compliant manner. It’s really bringing all those to the next level.

All right. So, in 2020, what’s your number one goal for DataMotion? If you had to pick just one thing – what would you want to see DataMotion accomplish?

Bob Janacek: The one thing that I’d like to see DataMotion accomplish in 2020, and which is already well underway, is the emphasis of platform as a service allowing developers to easily access and touch our APIs – and integrate them into their solutions. There are many types of solutions that would benefit from secure customer collaboration, include help desk ticketing and customer contact systems, ERP systems, accounting systems, healthcare systems and CRMs.  Besides GDPR, there are many privacy regulations being introduced or taking affect such as the California Consumer Privacy Act. These regulations are affecting companies and vendors – any organization that sends and touches sensitive data, they need to have a way to keep that data secure. The security should not get in the way of the business process, though. It needs to be baked in. There are a lot of opportunities for developers of these solutions to leverage DataMotion’s platform as a service, our APIs and protocols. Using these they can bake in that seamless experience and not only comply with ever-increasing privacy regulations, but also to provide the modern digital experience that their customers expect.

Going past 2020, where do you see DataMotion, and the industry in general going, looking out the next two to five years?

Bob Janacek: We have to continually serve the needs of our customers. Our customers are emphasizing security and compliance, ease of use and superior experiences for their clients. They’re also looking at machine learning, artificial intelligence, and natural language processing. So those are areas reaching a level of maturity that we can integrate into the DataMotion platform to benefit our customers. Those things are on our radar to continue our work of increasing efficiency, accelerating business processes, reducing complexity and driving cost out of collaboration.

Sounds like exciting times.

Bob Janacek: It absolutely is.

Two last questions. One is a fun question. What type of music do you have that you’re recommending this year?

Bob Janacek: I’ve been listening to the No Shoes Radio channel on satellite radio lately. There’s a lot of island music on that station. It just transports you to a different place. You know, it’s all about experience. You know that we’re also elevating the experience. But yeah, the islands and palm trees and all that kind of put you in that state of mind that says if you could make something so optimal and get so much enjoyment out of it in the islands, why can’t we bring that enjoyment to your customers use of technology?

Cool. So last question. Is there anything else that you’d like to add that we haven’t covered that you’d like our customers and prospects to know about DataMotion and where we’re going in this coming year.

Bob Janacek: As technology matures, history has shown that it consolidates, and it gets easier and easier to use. And I think that’s where we are in the curve of our offering. Whereas previously, for example, there were vendors for encrypted email, there were file transfer vendors for people and for systems, and for electronic forms.

They are now converging into a secure collaboration platform where you can emphasize any of those – email, files or forms – they all exchange. Now any system, app or process can participate in any of them with one common set of security, compliance, governance and tracking tools. You have a consistent view of all your critical information exchanges. Previously, you had multiple vendors, an uneven security footprint, uneven compliance, complexities of security patch management. We offer a very high bar for security, compliance and tracking, while also providing the agility needed to really get digital transformation and collaboration right. In addition, as your processes modernize and new ones are formed, you want a platform that has enough depth that you don’t outgrow it. So that’s technology, you know, maturing, converging and making collaboration a strategic asset in a CIO’s toolbox – allowing them to enable easy, secure communication and collaboration between their wide range of systems, employees, customers and business partners.

For more information on the DataMotion platform APIs and Integrations, view our APIs and integrations page.

What products are available under the DataMotion platform? View our products page to learn more.

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The Myths and Meaning of HIPAA 600 237 Andy Nieto

The Myths and Meaning of HIPAA

When I was a child, the threat “just wait ‘til your father gets home” was enough to make me change my attitude. I wasn’t punished much as a child, and time with my father was far happier and positive than not, but that phrase still resonated. For many, the meaning of The Health Insurance Portability and Accountability Act (HIPAA), is in many ways, like that threat.
HIPAA often inspires doom, gloom, and fear. Because of that, it can lead to unintended expectations and behaviors regarding patient information, making effective care coordination a challenge. In reality, HIPAA gives us some guidance about the protection of information and is a very real threat — only if you ignore it. However, it’s not all doom and gloom.

Can vs. Can't

First, let’s look at what you can do with patient medical data under HIPAA. You can:

  • Connect
  • Share
  • Cooperate
  • Consult
  • Question
  • Exchange
  • Communicate
  • Treat

That’s a significant list and it’s all about coordination.

Now let’s compare that to what you can’t do with this same information under HIPAA. You can’t:

  • Ignore
  • Distribute
  • Expose
  • Publish

It’s easy to see how this can be confusing. The security and privacy standards defined by HIPAA combined with the expanded responsibilities under the Omnibus Rule, have created layers of bureaucracy and whole industries have sprung up to “explain” the meaning of it.

Stewardship

So, let’s step back for a minute and look at what HIPAA is really supposed to be about, which to me, is stewardship. Stewardship is the responsible overseeing and protection of something considered worth caring for and preserving. On the official Federal site, it says that the HIPAA Privacy Rule “establishes national standards to protect individuals’ medical records and other personal health information.”

Stewardship implies a personal ownership and responsibility. The word “ethic” implies that very high personal and professional standards should be applied to the responsible management and protection of a patient’s information. It is really about taking care of the health information entrusted to you.

Perhaps the biggest shift in mindset for physicians in the last several years has been the emergence of patient health information as a valuable component of their practice and to treat it accordingly. Let me use an analogy and compare money to information. As a person, you don’t carelessly give away your money or leave it lying around. You don’t share your financial account logins with strangers and you certainly wouldn’t want your financial records being released, exposed or published. As part of our upbringing, from our initial allowance to our first job to your career today, we have been learning about money, its value, and the steps we should take to protect it. Being good stewards of money is a role we recognize and understand. Patient health information should be viewed in the same way.

Medical records are filled with personal data, otherwise known as protected health information (PHI). Once we make the connection that information or data has value and must be treated like money, the standards for HIPAA stop being cumbersome and start being understandable.

Can and Can't Revisited

So, with good stewardship in mind, let’s go back to the “can I” or “can’t I” question and ask yourself the following:

  • Can I connect with another person about a patient? Yes, just make sure that your method of connection is safe and that you have a valid reason for doing so.
  • Can I share a patient’s record with another provider? Absolutely, provided you take steps to ensure the information is protected.
  • Can I cooperate and consult on patients? Of course, but do so in a manner that maintains a patient’s privacy and the protection of the data.

There are a lot of myths around HIPAA, and while the “letter of the law” be confusing at times, “the spirit” and meaning is clear. HIPAA really does not need to be confusing. Be a good steward of the information in your practice of medicine, and you’ll be a long way down the path of complying with HIPAA regulations.

Need to exchange patient records but want to ensure you’re HIPAA compliant?
We can help!

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HIPAA Compliance in the Age of Population Health Management 600 237 Thomas Donhauser

HIPAA Compliance in the Age of Population Health Management

The goal of Population Health Management (PHM) communication is to improve the health outcomes of a group of patients with similar characteristics. One example of a population in this context are patients suffering from the same chronic condition. The care of patients in this group may be managed similarly, often involving the same treatments, tests, procedures and other forms of care.

The treatment of chronic conditions typically involves multiple parties, from a primary care physician to multiple specialists and of course the patient. This, in turn, requires frequent communications between the parties.

EHR systems were intended to facilitate these communications but have some shortcomings. And maintaining HIPAA compliance is a key challenge. This article looks at how organizations can use Direct Secure Messaging to overcome the technical and regulatory challenges of a Population Health Management communication scenario.

The Challenge of Managing Chronic Conditions

Chronic conditions are complex to manage. They typically involve multiple syndromes, symptoms, tests and treatments. They require multiple specialists to manage effectively, as well as a high degree of patient diligence.

Diabetes is a good example. It cannot be cured, only managed for the remainder of the patient’s life. As with most complex chronic conditions, managing diabetes involves regular visits with specialists to ensure that things don’t get worse. Managing a patient’s glucose level is always the short-term concern, but left unmanaged, diabetes can result in catastrophic outcomes such as the loss of a patient’s feet or eyes, or kidney or heart damage.

In addition to the patient’s primary care physician, medical professionals involved in the management of diabetes could include nurse educators, endocrinologists, ophthalmologists, cardiologists, dietitians, podiatrists, exercise physiologists, dentists and others. The coordination of care between so many providers – and with the patient – is essential.

Technical and Regulatory Challenges in Population Health Management Communication

Part of the promise of EHR systems was that they would facilitate the level of information exchange between healthcare providers that is necessary for coordinating the care of patients. To do that, the HL7 data standard emerged to ensure that the hundreds of EHR products in the market could “talk to” each other. Unfortunately, different EHR vendors interpret the HL7 standard differently, resulting in incompatible data formats. This, in turn, causes missing or inaccurate patient records.

In addition, some EHR vendors employ a proprietary data format that effectively blocks information exchange with EHRs from other vendors. And, some vendors charge providers to enable their systems to interoperate with others.

These constraints make it harder to manage patient care across providers, rendering the ultimate goal of PHM – better patient outcomes – harder to reach. The alternative for information exchange – provider-to-provider email, postal mail or faxes, can result in HIPAA violations (and are slow and unreliable).

Another challenge is that EHRs were designed to facilitate provider-to-provider care. But for PHM, the patient plays a pivotal role in achieving good outcomes. So, too, can family members or other caregivers, such as home health agencies, that might not have access to an EHR.

Electronic communication is by far the easiest, most efficient, most reliable, and most accountable means of communications between providers and patients. But standard email isn’t a viable option under HIPAA because the identity of the recipient – the reader of the email – cannot be validated. And, regular email is no more secure than sending a postcard with sensitive patient information written on it for all to see, which again presents HIPAA compliance issues. Moreover, regular email lacks a documentation and audit trail that all parties involved in the patient’s care can access.

The Value of Direct Secure Messaging

The ideal solution is Direct Secure Messaging (“Direct”) from DataMotion. Direct is a secure email-like communications channel that enables providers to communicate with each other – as well as with patients and other caregivers – in a secure, HIPAA-compliant way. All messages are encrypted and require authentication to send and receive.

Importantly, Direct is an enhancement to EHRs, not a replacement. Providers can access Direct from within most popular EHRs.

On the provider side, Direct helps improve patient outcomes in a PHM environment by facilitating the exchange of patient medical records in a standardized manner. This includes formatted and unformatted data, as well as large files such as radiologic studies and diagnostic images. Direct enables better coordination of care. It also reduces errors and delays over conventional means of information exchange; for instance, delays when records are sent by courier, and mistakes due to the illegibility of handwritten notes.

On the patient side, Direct gets patients engaged in the management of their condition, which boosts outcomes. Patients can, for example, provide timely feedback on how well treatments are working, allowing providers to make adjustments accordingly without a delay for the patient to make an appointment with the provider. Patients can report new symptoms, complications or other issues to the provider immediately, thereby potentially avoiding life-threatening situations. And providers can ensure that patients refilled prescriptions when scheduled, or remind patients of upcoming office visits or tests to take.

Managing healthcare is increasingly a team effort. Frequent, accurate communication between the team members – including the patient – is paramount to achieving good outcomes. Direct offers an effective enhancement to EHRs that can help care providers deliver better patient outcomes while complying fully with HIPAA rules for privacy and security.

About DataMotion™ Direct

Based on the national encryption standard for securely exchanging clinical healthcare data via the Internet, DataMotion™ Direct enables secure messaging for healthcare providers, patients, business associates, and clinical systems. Using DataMotion™ Direct, PHI can be sent and received securely, in a manner that conforms to MU2 guidelines. It supports the transmission of a variety of sensitive data, including summary of care documents, large images, and personal messages. Best of all it integrates easily with existing EMR/EHR and other Health IT solutions to fully support in-network and out-of-network communications.

DataMotion is an accredited Health Information Service Provider (HISP), provisioning Direct services that are fully interoperable with other HISPs. Secure data delivery has been the core of DataMotion’s business since 1999, ensuring your ability to meet HIPAA compliance and Meaningful Use requirements.

Is DataMotion Direct right for your organization?

Contact us to learn more.

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