Healthcare is complex. Healthcare is global. Healthcare impacts everyone and as evident from the actions in the US this past year, is extremely political. There is no silver bullet for fixing healthcare, but Cerner is taking steps to help fix one of the largest challenges that exist in healthcare today: communication and collaboration. At Cerner, we use Jive social business software to meet that challenge. The following is an expansion of Cerner’s Case Study for using social business software, available on Jive’s website (link “available on Jive’s website” to the actual Case Study).
Cerner Corporation is in the business of transforming healthcare by eliminating error, variance and waste for providers and consumers all over the world. With almost 100 solutions ranging from electronic health records (EHRs) to standalone medication dispensing machines, Cerner is working to connect all areas of healthcare delivery. One of our flagship systems, Cerner Millennium® is present in more than 30 percent of all healthcare organizations in the U.S. So you might be asking, how does social business software fit into healthcare?
We all know that knowledge is power, and in healthcare, that knowledge and the flow of that information is critical and in some instances life threatening. Speed and accuracy is of the upmost importance. In healthcare, information becomes siloed, similarly to a corporate environment. But whereas businesses in many industries have been increasingly more accepting of sharing and collaborating internally or externally, the healthcare industry still struggles to adopt more collaboration technologies. A recent NetProspex report summed up healthcare’s current position in social technologies. (Hint: Funeral homes are twice as social as healthcare).
Changing the Way we Work
At Cerner, we are working to improve collaboration and the rate of innovation that occurs in healthcare, healthcare IT, and among our 8,500 clients around the globe. Cerner partnered with Jive to create our platform, called uCern™, to address these challenges.
Cerner is an organization working to innovate and improve the delivery of healthcare through technology. No matter how knowledgeable our associates are, we will always be limited by the number of hours in a day or the ever-changing list of priorities. We needed a way to innovate our technologies faster, while improving our software development. We needed a direct line to our clients that were requesting technology improvements. And just as important, those clients wanted to be able to talk to each other about their needs and challenges. uCern enables those connections.
Today, uCern is connecting more than 30,000 clinicians, IT staffers, executives and Cerner associates in one combined instance of Jive. Not only is this one of the first of its kind in healthcare, but it’s unique in how we are using one combined platform for:
• internal collaboration (Cerner to Cerner)
• external collaboration (Cerner to our Clients and Partners)
• external collaboration (Clients/Partners to Clients/Partners)
A majority of our members, clinicians and IT staffers, simply want a valuable way to connect, learn, and share with others like them. The ER physician in Seattle wants to know how he can decrease wait times for his patients through advanced queuing. An ER physician in Tampa has done just that. uCern helps establish that relationship as well as provide a community where that process can be shared with the physician in Seattle, as well as with thousands of other physicians in uCern. uCern is not only Jive SBS technology, it is a highly connected web of interactions across Cerner, our clients, and the complex healthcare environment, with information and relationships at the core.
uCern has to generate value, not only for our clients, but also for Cerner. The value comes in connecting the right member with the right information at the right time. As evident in the Jive case study, uCern is creating value for Cerner and our clients.
Operationally, uCern has evolved over the last 14 months by placing less of an emphasis on growing membership, but instead ensuring that our members are active and that uCern is an integral part of their workflow, regardless of their roles with their organizations. We know that if our members are active within the confines of uCern, future activity will be determined by their satisfaction and value derived from their experiences.
• If page load times are too long… we will lose them.
• If they can’t find what they are looking for… we will lose them.
• If questions they post are not answered…we will lose them and they will look elsewhere.
The alternative is that as a member is active, if he is finding what he wants and receiving answers to questions he posts, his satisfaction and value derived is maintained or increased. The viral effect occurs, and he begins recruiting his peers to use uCern.
Investing in Social Business
After reading a recent Newsweek magazine article asking whether social media and Web 2.0 are the next Dotcom bubble, I could not help but wonder if there is some truth to this statement. There has been an exponential amount of growth in just the last several years. Seemingly every technology company is trying to figure out how it can get a seat on the right bus that is rapidly racing up the mountain top. So the question is, are you on the right bus?
I can tell you that Cerner was very careful when we were looking for solutions to help bring social business to Cerner, our clients, and healthcare. We focused on what our needs and expectations were up front, and paid less attention to what technology is available by this vendor or that open source community. We knew that whatever technology was available, we were going to need it to fit healthcare and our unique challenges. We looked for a true partner that shared the same vision that we did, understood our challenges, and had an aggressive roadmap to continually innovate and set the standard for social business software and practice. Jive is that true partner with Cerner.
To learn more about Cerner, the business goals it’s realized, and its journey with Jive, read the latest Jive case study on Cerner. We also invite you to attend our January 26 webcast where we will discuss "5 Lessons on Bringing Social Strategies to the Customer Experience."