Compuware Corporation - Special Call

Compuware Corporation (CPWR)

February 15, 2012 11:00 am ET


Unknown Executive -

Larry Angeli - Former Vice President of Marketing & Healthcare Vertical

George Conklin -


Unknown Executive

Hello, and good day. Welcome to Compuware Corporation's Webinar, CIO Insights on How to Optimize Health Care Application Performance.

Today, I'd like to introduce 2 guest speakers, George Conklin, Senior Vice President and CIO from CHRISTUS Health. He will share his best practices for optimizing end-user experience across complex health care environments; and Larry Angeli, Vice President of Healthcare Solutions at Compuware Corporation, and he will share his insights on the challenges of managing business-critical applications. [Operator Instructions]

So without further ado, I will pass this over to Larry Angeli.

Larry Angeli

Thanks, Kristen [ph], and good morning, everyone. My name is Larry Angeli, and my area of responsibility at Compuware is our application performance capabilities in the health care industry. It's my sincere pleasure to speak to you today.

Before I pass the baton to Mr. Conklin, I wanted to say a few words to set the context for today's discussion on optimizing health care application performance. I show this slide, not for the shock value so much, but to indeed communicate that this is still, unfortunately, a common sight in the health care industry. In fact, for over 40 years, our health system has run on paper, physicians were required to study on paper, track patients on paper and indeed prescribe on paper. If these files could talk, they'd communicate that there are over 11,000-plus medical -- medication errors on an annual basis and over 100,000 deaths from medical errors. And all of that, despite the fact that we spend over $2 trillion a year on health care in the U.S., a full 17% of our gross domestic product. This situation clearly has to change and have to change. And in fact, in the last few years and certainly in the years ahead, the health care industry is undergoing a staggering transformation to move to electronic medical record technology and to improve patient care and safety. In fact, the federal government has now stepped in to encourage health care and the health care community to accelerate that adoption of technology, laying out a series of steps of both carrots and sticks to move the process forward.

So the net of it is that health care organizations are on an incredibly fast track to deploy technology to their clinician communities. And leading organizations, like the one that we'll speak with today, CHRISTUS Health, have learned that it's simply not enough to deploy these clinical applications. Rather, they must deploy them in a way to support the natural delivery of care and in a way that does not interrupt their process.

Kristen, can you switch the slide, please? The clinician community has an expectation that systems will run and operate and perform to their expectations. And because these EMR systems are now an integral part of delivery of care, Compuware studies have demonstrated that if these systems do not perform in production, there are material impacts in areas like clinician productivity and adoption. So things like slow log-ins, poor responsiveness, waiting for transactions to process have material impacts in the care delivery process. Today, in fact, we'll focus on a couple of those areas like clinician productivity, clinician satisfaction and clinician adoption.

In addition to that, there's downstream impacts as well in areas like physician recruitment and retention, in areas like revenue cycle, the processing of payments, and of course, to the IT departments themselves where often they're called into war-room scenarios across multiple IT teams to try and resolve these performance issues before they detract from the delivery of care.

Every year, Gartner issues a report to the CIO community in health care that calls out the key issues that IT leaders should be looking at, based on the state of the industry. In reading the 2011 report, the message is quite clear, organizations are investing a tremendous amount of time, energy and money in meeting the challenge of enabling clinical care with EMR technology. And the role of the CIO is to increasingly demonstrate value from these investments.

All of this in the course of an environment that is not standing still. And that's pointed out by the other 2 items in this report. Certainly, one, that users have higher and higher expectations. And for all of this, of course, we can blame Google, and I say that somewhat tongue-in-cheek. But indeed, the speed with which Google works to deliver results and searches has set an amazingly high expectations bar that users and, in this case, clinicians expect from the applications that they're using.

At the same time, health care workers are extremely mobile in their jobs. In fact, health care is the third-largest adopter of iPad technology behind financial services and the technology industries. This is indicative of the work, of course, that health care workers do. They deliver care in multiple settings and have to deliver it wherever the patient is. Again, this of course, presents unique challenges to the delivery of IT service for health care organizations. So at Compuware, we develop a set of best practices to help enable IT organizations navigate these challenges. Let me explain these to you briefly, and of course, that will set the context for the discussion from George and CHRISTUS Health, where he can talk about these practices in the real-life scenario at CHRISTUS Health.

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