Kettering Health Network - September 2020

KETTERING HEALTH NETWORK

DIGITAL REPORT 2020

Kettering Health Network’s strategic digital transformation

IN ASSOCIATION WITH

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Kettering Health Network’s strategic digital transformation

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KETTERING HEALTH NETWORK

Andy Lehman, CIO and Senior VP of Kettering Health Network, shares his insights into digital strategy, COVID-19, and the future of healthcare technology

K

ettering Health Network is a non-profit, faith-based healthcare network of eight acute care hospitals, one behavioral

health hospital, more than 120 outpatient facilities, as well as freestanding emergency centers, on-demand care clinics, and urgent care locations 04

in southwest Ohio.The company’s first hospital opened in 1964, named after Charles F. Kettering.

An enthusiast of technology and inventions, he held over 300 patents, including the first reliable battery ignition system for automobiles. Charles F. Kettering’s vision was to use the latest technology to care for patients in a community hospital setting.

Fast forward to the present day, and this vision is still very much part of the company’s mission.

Its digital transformation has enabled it to make advances in the care it provides, meeting its mission while retaining its Christian values. “We believe that caring for patients and their families in our hospitals, physician offices, imaging centres and emergency rooms is sacred work. We take care of the whole person, not just the physical element, but the spiritual side as well,” explains Andy

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KETTERING HEALTH NETWORK

“ We believe that caring for patients and their families in our hospitals, physician offices, imaging centres and emergency rooms is sacred work” 06

— Andrew Lehman, CIO and Senior VP

Lehman, Chief Information Officer and Senior Vice President.

He explains that this mission drives the IT strategy of the organisation. “It is all about improving the quality of life for the people in the communities we serve. Within Kettering Health Network’s Information Systems division, we have a vision statement of ‘Only value’, which speaks to the need for us to maximize value delivery. There’s a lot of work many IT organisations do that may not add value, for example fixing broken computers or resolving a network outage.

Obviously, we’ve got to spend time resolving those problems, but if we didn’t have those kinds of issues, we could be deploying our resources on priorities to advance the strategies of the organization. Our vision of ‘Only value’ emphasizes value delivery, which ultimately achieves the Kettering Health Network mission. “ Over the last four years, Kettering has implemented several important new solutions, both internally, such as how it transforms data from across the network into actionable information, and externally with its

Changes that Covid19 has made to healthcare CLICK TO WATCH

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3:24

07 “direct to guest” technology. “We’re

This includes telemedicine in vari-

very intentional about the word

ous forms, a service that became vital

‘guest,’ because when patients

when the COVID-19 pandemic began.

come into our facilities, they’re

“When the COVID-19 crisis hit, we

typically with somebody, whether

rolled out our direct to guest telemed-

that’s a spouse, a significant other

icine solution across 800 employed

or a family member. We believe it

providers throughout Kettering

is as important to engage the sup-

Health Network. We saw the number

port team as much as the patient,”

of virtual visits go from 1% to over

Lehman explains. “Our direct to

40% in about two weeks, because

guest technologies are those that

our guests didn’t want to travel and

we’ve put in place to try and engage

were concerned about going to the

with guests – whether they are

physician’s office. We put in place a

patients or family members--to cre-

solution that gave our patients and

ate a great healthcare experience.”

their family members the opportunity www.k e t t e ri nghe a lt h . or g

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This level of protection is invaluable for customers worldwide, including Kettering Health Network, a nonprofit health organization based in the US. “Kettering is at the forefront of care and technology,” says Manor, “and we’re very proud to have them as one of our key customers. They’re an early adopter of our technology that truly believes in the defense in depth strategy that we provide. Actually, we proved our worth in the early stages of our relationship - Kettering was looking for an endpoint detection and response solution but, during our proof of concept work, we detected and prevented malicious activity, and the rest is history.”

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KETTERING HEALTH NETWORK

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to engage with their providers and do it in a way in which they felt safe.”

As well as these consultations,

These represented a huge step forward, as Lehman explains: “It’s not just about, ‘hey, we’ve got a

Kettering implemented physician-to-

telemedicine solution.’ It’s about

physician telemedicine solutions in

discovering what the right technol-

hospitals, where it installed COVID

ogy is, and how we bring it across an

units with strict protocols to ensure

entire employed physician group to

the environment is safe for the

make sure they’re comfortable using

patient, their family members, and

it. There’s a number of parts and

the caregiver. It also launched a ser-

pieces that have to be put into place,

vice to keep patients and their loved

which we did very quickly, and it was

ones connected in cases where

a tremendous success story.”

someone was unwell with COVID-19 and unable to see visitors.

Kettering Health Network’s Information Systems division also

successfully moved 3,000 staff

was call center staff, marketing and

members to working remotely in the

human resources, the people who

space of 10 days. “It sounds easy,

document and bill for services, all

but it was hard,” Lehman says. “We

those core network teams needed

had to ensure they had the connec-

to be set up to work from home. We

tivity, the equipment and the access

basically figured out how we could

to the applications they needed to

get as many people to work remotely

do their job. This wasn’t just for IT, it

as possible, whether that was just

E X E C U T I V E P R O FILE :

Andrew Lehman Title: CIO and Senior VP

Company: Kettering Health

NetworkIndustry: Healthcare

Location: Kettering

Andy Lehman is Chief Information Officer and Senior Vice President at Kettering Health Network in Dayton, Ohio. Kettering Health Network is a not-for-profit network of nine hospitals, Kettering College, and over 120 outpatient facilities serving southwest Ohio. With more than 12,500 employees and 2,100 physicians, Kettering Health Network is committed to transforming the health care experience with world-class health services for every stage of life. Kettering Health Network has been recognized as one of IBM Watson Health’s 15 Top Health System network and named one of the Fortune 100 Best Companies to Work For. In his role, Mr. Lehman oversees the development of the overall strategic plan and financial goals for Information Systems, as well as their daily operations. He has a Bachelor of Science in Chemistry from the University of Richmond in Richmond, Virginia, and an MBA from Indiana Wesleyan University. www.k e t t e ri nghe a lt h . or g

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“ We believe it is as important to engage the support team as much as the patient” — Andrew Lehman, CIO and Senior VP

years positioning ourselves from an analytics standpoint to be ready for this, and from a digital guest experience, to provide direct to guest technologies. We had put in place platforms to enhance collaboration across the enterprise, like Microsoft Teams. It wasn’t like we woke up one morning in March and said, ‘oh, we’ve

individuals or whole teams, as well

got to deploy Microsoft Teams.’ We

as move entire support centers to

actually started that within the past

be able to work from home.”

year. All of these things that we were

Additionally it had to build the IT

doing around digital transformation

infrastructure for testing centers, the

didn’t start the day the pandemic was

COVID units in hospitals, and that of an

announced, and I’m glad they were in

entire command center that oversees

place to meet the challenges.”

how the network responds to the

Strong partnerships were key

COVID crisis. They also created supply

to implementing solutions like

inventory solutions to assess the num-

physician-to-physician consulta-

ber of masks, ventilators and Covid

tions via telemedicine in the COVID

testing reagents they had, and where

units, which In Touch Healthcare

these were located. “We had to move

provided. The Doxy.me platform

so fast,” Lehman says. “So much of the

enabled the rapid deployment of

COVID response was dependent on

telemedicine visits for guests across

information systems and IT.”

our employed provider network.

IT overcame the clear challenges,

Asparia delivered a text messaging

having been prepared for some

service to check whether patients

aspects of the crisis because of its

have developed COVID-19 symptoms

ongoing process of digital transfor-

before coming to an appointment; this

mation. “We have spent the past few

is then followed up by the option of a www.c www.k o mpa e t t eny ri nghe we bsit a lte.hcom . or g

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KETTERING HEALTH NETWORK

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The rapid change in technology when fighting against COVID-19 CLICK TO WATCH

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2:37

have to be able to connect, and our backbone performed flawlessly. All of those vendors played key roles and helped us navigate the waters to do what we did with COVID.” Looking ahead, Lehman believes the changes the company has made will remain long term. “Although the pandemic has had catastrophic impacts across the world, the challenges we faced ultimately led us to meet our mission in innovative ways.

COVID was a catalyst that accelerated the digital transformation of Kettering’s operations. Through telemedicine, collaboration platforms, telemedicine consultation if appropri-

analytics, and direct to guest solu-

ate via Doxy.me. Nyotron provides

tions, Kettering is transforming the

Kettering with endpoint security

healthcare experience.”

solutions at a time when health care

All of this is happening at a time

networks are besieged by bad actors

when the US healthcare sector

and hackers. Microsoft not only ena-

overall is undergoing huge change,

bled collaboration via Teams when

moving away from the fee-for-

face to face meetings were elimi-

service system – where the more

nated, but also provided a health bot

tests, studies and other services are

which allowed guests to determine

carried out, the more the healthcare

the right level of care based on symp-

network gets paid, regardless of out-

toms. Lehman identified Cisco as the

come – towards fee for value. It’s a

company’s networking backbone.

move that’s driving a vast amount of

“When you send people home, you

innovation and investment. www.k e t t e ri nghe a lt h . or g

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KETTERING HEALTH NETWORK

Kettering Health Networks digital transformation

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CLICK TO WATCH

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2:08

“ We'll make sure people stay healthy as opposed to just treating them when they're sick. That's a huge change for the United States' healthcare system, and Kettering has to evolve like everybody else to be successful” — Andrew Lehman, CIO and Senior VP

1964

Year founded

12,000 Number of employees

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“In the next five years, we’re going to see this shift accelerate, and it’ll start driving initiatives like wellness and keeping people out of the hospital. We’ll make sure people stay healthy as opposed to just treating them when they’re sick. That’s a huge change for the United States’ healthcare system, and Kettering has to evolve like everybody else to be successful.”

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KETTERING HEALTH NETWORK 3535 SOUTHERN BLVD. KETTERING OH 45429 45429 www.ketteringhealth.org

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