Netsmart CareThreads
Netsmart CareThreads

Episode · 1 year ago

Introducing Netsmart CareThreads


Everybody has a podcast. So why not us? 

COVID has forced us to be creative in how we communicate, and podcasts are a great way to connect and share information. On the Netsmart CareThreads show, human services and post-acute leaders across the healthcare continuum come together to discuss industry trends, challenges, and opportunities.  

In this intro episode, host Tom Herzog talks with Scott Green, senior vice president and general manager of human services at Netsmart, and Dawn Iddings, senior vice president and general manager post-acute at Netsmart, about why we're doing what we're doing on this show.  


Here's what we discussed:  

  • Why we want a combined podcast and not separate ones for human services and post-acute; 
  • A day in the life of post-acute care during COVID; 
  • What new practices will remain post-COVID; 
  • ...And what you can expect from the CareThreads podcast. 

If you want to hear more episodes like this one, look for the Netsmart CareThreads podcast on Apple Podcasts, Google Podcasts, Spotify or Stitcher.

Welcome to net smart care threads, apodcast were human services and post ocute leaders across the healthcarecontinuum come together to discuss industry trends, challenges andopportunities. Listen is we uncover real stories about how to innovate andimpreve the quality of care to the communities we serve? Let's get intothe show before we begin our podcast zero, ourfirst one of care threads. I wanted to take a minute to just give a quickintroduction, my name's Tom Herzug chief operating officer here atNetsmart. We find ourselves in very unique times and which we're needing toconnect and collaborate in different ways, and the thing that we've reallylearned is the more we share those experiences the better we are, as wethink forward, we're passionate about the cause and community. We serveexcited about the opportunity to do things that really help transformhealthcare, as we know it today. In this first episode I have Scott Greenand down knittings join us to talk about not only our passion but the. Why,behind the things that we're doing so without further ado, I hope you enjoythe things that we talk about and the things that are to come. Thank you forjoining us, okay. Well, all things have to beginsomewhere. So here we are on episode, Zero and I've got a couple guests withme, but before I jump into that, wanted to lay a little bit of context behindthis podcast, everybody has a podcast these days. So why not us? And I reallythink when you look at the value, ind the benefit beyond podcast, I listen toa bunch of them and it's perfect. You know vents who's in our markingdepartment. He and I were talking about what what is the good behind podcast.You can really listen to him on demand when you want to whether you're drivinginto work, walking working out just need some downtime, and we thought thiswould be a great way to connect, and I think one of the things that covid istaught us in this era is: we need to be creative and and we need to disrupt,how we're sharing information. So a couple of things before I introduced myguest: This is really about Tho speed of thought, and while these things tryto be scripted, they may have tried to script me we're not going to getscripted we're going to we're going to do this onscripted and really I focusedon three hours around this. It's going to be real time. So, as topics come up,we're going to discuss it well, we will project them out there, but we don'talways know what's going to come across our windshow, so real time topics thenext one is they got to be relepant relevant to the task at hand and whilethey may not always be specific to our role, they'll be relevant to the causeand communities that we serve, and I think lastly, the last ar word an maybe. The most important is reflective. This isn't always about getting itright. It's about the lessons learned, the things that we need to unlearn ind,the things that we need to continue learning and I think one things of Nadnetsfare now a little over nine years is really come to appreciate. Is thatwe're absolutely better together that in the complexity and the challengesthat we deal with the more we connect and collaborate, the better we are andfinding our way forward? And so our hope is that you find some value inthis time. You sign some value in the guest Taf we bring to the table and itreally is around this theme of Care Threats. We launched the blog manyyears ago, around Karot threads, and that topic was very specific and a lotof great feedback. So this podcast is on that sane thought. So withoutfurther ado I'll, let introduce my guess: I've got Scott and dawn here.Don will start with you, so your role, how long you've been in Netsmart andthen we'll get into some Qanda that...

...iave not prepared before yeah greatsounds like fun: a how everone doniting son, the senior vice president for thepostecute business. Here at Netsmart, I've been heur five years serving asyour executive sponsor for Howhow Hospestan Sing, Yor living clients,andit's Cott good afternoon. I am Scott Green general manager and Senior VicePresident of our Human Services Business here, thet smart entering myninth year and, as Don said, I kind of heard counterpart as the executivesponsor for the group that serves behavior health, addictions, childfamily services, autism and every other family that makes up the human servicescommunity. So I'm going to hit of one of the topics that just an handed. Sowe sat around- and we talked about this, so it's got of we're having humanservices topic or downwe're just having a post, ecute topic, I'm guessing thatsomeone else in that other community doesn't need to listen to theconversation. Is that right or wrong? That's wrong, and why is it? I thinkone of the things that we've learned and seen great value from in this post,Covid or still Covit n times, is bringing together our clients andhaving an opportunity. Ind Lots of different small ways to share ideas andthat's been biggest meedback. That IV received from our clients is thanks forconnecting me with others. So I can learn what they're doing and we canshare ideas and that's where I think this podcast will really benefiteveryone yeah and that's the thing we put out. There is some some folkssuggested. Well, you should have a separate podcast for posecute in thatseparate podcast for carcordination and separate podcasting anservs Wich itactually that's the benefit of being part of the Netmart family is while ourjourneys or our destinations may look a little different, there's moresimilarities in likenesses than not scot whats. Your thought around thattopic. I agree, and I think, where you mentioned it in your opening right, ourability to learn forward and one of the things that we've discovered is whilethereis incredible relevance to the topics that confront our postikupeproviders and vice vers on the human services side at the end of the day,talking about it at a level that does appeal and provideit insights to bothcommunities, but also being able to drill into the specificity around thenuances that are there porpos ecute and acknowledge that they're there forHuman Services and whilehat there's more similarities than differences.Those differences make a big difference, so I think what will strive to do inthese episodes is really confront. The topics at a level that comes acrossboth communities and has incredible relevance, but also drill into thegranularities, were appropriate on how they do differ across postecuten. TheUman services well- and, I think that's the hope is an that. That's our intent,and I know our clients are good about giving US feedback, so we're going tohit on vary specific topics on very specific families of communities, but Imy belief is we do this right. That shared information is going to berelevant anyone I mean some of the easiest ones. Tella health is a goodexample. Everyone is looking at tella health and what can they be? How canthat be used as a medium or a forum to be able to connect with their community?Mobility is another one. Data and analytics is another one. So we'regoing to be able to connect the dots on this and that's why we think we justneed one charathrat podcast, no different than our blog, that there'sgood relevance and connection within that. So I'm going to pause on thatquestion, I'm going to ask you about both for for some thoughts. We held a seriesof webonars e seminars, whatever the COL zoom meetings, video meetings, whatare some of the things that you guys have taken from that? I know. We'vewe've been really inspired by the engagement, the conversation andcollaboration. I like to hear First Hann your thoughts. What what you'vetaken from those experiences yeah I'll...

...go. First, and I would say, it's beenreally fun as we've evolved those and we started out doing them weekly whenwe first, as we talked about, went overnight to a virtual netsmart andthen all of our clients became virtual healthcare providers and roughly thesame time period depending on their geography. But one of the things thatbecame really apparent. You see it on the industry led cals for organizationslike National Council, but also, as we started, doing them here at Netsmart.The reality is, there was comfort and power and justtability to connect toeach other and share, and you know immediately, we started not making themNetsmart calls, although we shared information around thats, Martin, thesolution strategy and our broad strategy that was evolving rapidly, butwe made it an opportunity to get our clients on and o have them share theirexperiences and what they were going through. Things like what were theservice volume drops in terms of a week, postcovid or postlockdown. If you willand then two weeks out and a a lot of times, it wasn't a lotdifferent from what cliendone in Florida, maybe experiencing compared tosomeone out in Washington state, but the reality was just having thatopportunity to validate. That was a big deal to our plient, so we saw a lot ofvalue in then. That's, I think what we're trying to replicate here you hiton the ability to have on demand, yeah access, so we'll typically get x,number of registrancs, but that's only a portion of who actually attend thelive event, and then the rest wanted on demand right. So this is kind of acontinuation of that and hopefully even more convenient way to continue toalways have our client guest featured in this talking about how they'rlevraging technology, or even just what they're experiencing in terms of themarket dynamics- and I think that's what I took away- is yeah. I thought inthe beginning. Maybe we're going to do this too. Frequently right and thetpeople aren't going to like it yeah going to give us the kind of feedback.We'd hope for it was just the opposite. Experience Yeah well ink en you saw iosor dont was I tellsky. You saw that and then how the numbers grew. Yeah wethought hey, there might be a plateau was cool in the beginning, and then itwould fade away and t and it really expanded, which led us to the stom.What were you sayi hone are the things I that got you hit on the point, andthat is geography and that the value of hearing from you know, organizationsthetare geographically dispersed throughout the country providing greatlearning yeah as Porof the takeaways that I had. So you know whether it'srelated to covement or other topics. You know issues that are facing ourclients tend to be regional, but they also aren't isolated, and so it's itwas a great chance for clients across the country in different geographies toshare where they were an given particular stage and learn in advance,and I think that was a huge value and since we have clients at all, fiftystates we grat get to you know bring, am tremendous representation to thetable. So I think I'm going to move on to the next question and and then I gota couple more thoughts after that. You know, th were in this time of what I would call a bunch of taglinesout of abundance of caution, an certainty. If you will, you know, haswe worlked into this? I don't I look back at my school transcript. I nevertook P dem ono one didn't appear anyone else date. either. We've really learnedthrough that together and I'll say man much appreciation are the clients weall helped each other through this. What is working, what is not working?What we can do better- and I guess I would ask both of you this andDonalsoi'll start with you, so I'm getting ready to pitch. U. On the spotfor question, I Hadn' chared, with Youyet hase. We moved into this seasonthat we find ourselves. We were uncertain absolutely around thosethings. The profict stop declients.

Just not do anything anymore. Give us alittle bit of Dan Thelife from the posecute perspective around what thefocal point has been for that community yeah. So great question becausedefinitely went into this very uncertain and we have a lot of projectsin flight. Many activities going on with clients- and you know, Ar Senolemig clients have a clubs our doors overnight, but what we found was, Ithink, as we ballarm we've em brace the video. We know how to you know, doremote work and it's kind of been our DNA as a company, it's a technologistthat we are so we shared that knowledge with their clients and they've embracedit wholeheartedly. So it's been a huge learning for me. I went from flyingacross the country five days a week to not flying anywhere and I have moremeetings with more clients than I ever have before. So tremendous warning andI think my Frit Fot flire mouls are done for Wetwe Gor Al in to Bom. Had Imean it's I haven't been. This home is a little bit suppering statement. Hav,I think in twenty year right my family commented MiG. My son actually made thepoint deat you have a lot more input than I'm used to having. So it's it'san adjustment for all of us and I would agree with you. I anticipated thingsmay pause, but we actually saw projects accelerate did and they said theywanted to go live sooner right and they wanted to add more capabilities fasterright, and I took a lot of pride in that because, at the end of the day,our systems are about enabling and actioning healthcare in a better waythat we drive outcomes in a meaningful way, while Produ, while providingefficiency and our clients are saying. Yes, we've got to be able to go. Dothat. So it's been Scott. What about you same question right back at youfrom a human serviceis perspective, yeah, it's been and N W I'll steal, oneof your phrases right the ability to learn, unlearning, relearn and terms ofhow we operate, and we were forced into that and you know just today I had anopportunity. We had larger client going live and they chosenot to pause. They chose to push through the project and they'd reachedtheir targeted, go live date on schedule and they devise a virtualGolih plan with that smart associatetes supporting them. So it's been a verysuccessful three hundred users going live with their first targeted program. Sonot a small goal live by any means and well, let's not do easy. Let's do hardnow we did hardright and they did hard. I mean your to your point earlier. Itwas he clients, decision, driving these these activities and it's beeninspiring and I think out of it will come our opportunity to relearn what amodel potentially blended go lives looks like looks like, and I think done.You know. The frequent flyer analogy is something that is going to apply acrossmini roles, not just the GM role and Ou know the coorall. It really is going tobe something that's going to be rethought, not just at the NetsmartThrere ar different roles for associates, but also ot our clientsites, and you know you see that taking shape in terms of project work in termsof the relationships. Yeah think Don's point about the ability to touch basewith our clients, with some frequency and consistency. That, frankly, was alot harder to do when everyone was, if not flying all over the place, drivingand out and about and now there's just a level of. I think the term is to use your a lotof terms getting thrown around zoom fatigue yeah, it's so that's thebiggest challenge. We have now its that everybody's available to the point thatyou are back to back and we're dealing with that, but it has allowed for alevel of connectedness between nets. Part- and you all- are our client baseyeah. That I think, is in some ways been incredibly positive. Yeah. I thinkthose are some of the things that yeah, it's actually great seguen to my nextquestion and ll frame it with this is...

...that you can be connected and not haveconnection, and I think one of the things that we're really doing a lot ofintrospection around is how do we ensure that those connections arestrong and good and own associat say: Look. I've been able to engage inassociate with our clients in a different way and it's been positive.It's been good having more time and more intentionality around it, and Ithink we're going to have to figure some of that things out and I thinkthat's. My next question is, I refuse to believe, were in a new normal- andmaybe that's just deniale on my part, but I think the new normal is yet tocome. I think we're in this season of a lot of wherever were adapting werepivoting were brethinking around those paces, but there are going to be somethings that we as we look forward. You know what I think we can do some ofthose things differently, because you got you first of all had tipp to youand your teams, you rolled out solutions that were specific and uniqueto covhat around assessment and those things that were immediately adopted.That was a thought. One day team in the Engineering Product Management Teamsupport went to work on it and pushed it out. Those things are out there hes,you think forward to what a new normal wild might be. What are some of thethings that you're thinking about for our CIENTS and for your teams that aredefinitely here to stay or doer? Some iteration of them will be go ahead done.I was just going to say they e all learned. So many lessons from covid.You know positive Mansan, not so positive ones, but you know one thingsfor sure: We've all learned the value of technology- and it feels to me, likea light, switch, has flippe in terms of the understanding that this really is agame changer for care delivery. And that's that's a big lesson. So we needto think forward quickly about how we continue to ipprove quality of care forour patiencs for o r residents and do it with a with a technology lens.That's much different and works much faster than we ever did before. Sothose are the things I'm spending a lot of time. Thinkng yeah, I think it's aroadmaps are going to evolve and adept, there's things that we thought werkaway, how long I've been working on Tela health now for ten years. Maybeit's a good indication of my challenges that I have thin. Obit comes alongAndman immediately. Why are' we doing this? Tell health thing this team, thisan this video in teams use, is phenomenal and all of a sudden we'reall adopting it, and I think that US being pragmatic and prudent and sayingnow is a good time to pivot. On some things, Scott same question to you:well, I don't think it's just Yutom. I think we had a cio out of New York. Actually whomade the comment. My digital health strategy that I laid out for ten yearswas implemented in three weeks right. You know. I think it's it's not justyou so reassurance teir ton, but I think the thing I would say is it's there's been a rush of clients and I'llsay some of it has been drien by our clients, have been fairlysuccessful from my observation of receiving carsact funding. So they'vehad an opportunity to, thankfully continue to provide the services thatare needed out in the communities they serve, but also some of it is able tobe invested to leap their technology forward, and one of the things that'sbeen consistent is the ability to adopt some of what you've talked about Tom,the covid screen or the workfor screening ap that we've now pushed outthat's available for all of our clients that Tella health innovations that aretaking shape, it's always easier to do if you're up to date and current and insome instances, if there's investment to move to Netsmart, hosted t to thenesmark cloud. If there were efficiencies to be gaine. In thatconversations that had sort of been you know, that's probably two to five year conversation rig ourstrategy for us. Yeah have been...

...accelerated yesh. Some of it's beendriven by this ability to ability to stay current, therefore more agile andmy ability to take what's new yeah and implement it more quickly. Yeah. Ithink we all launched really aggressively into the new decade plansin January, we're all excite about wo, Twusa, twenty and then a few weekslater we threw them all out. F The window anrea. We erased the whiteboardand we started all over so last question before I bring us in for alanding. What would you expect you know? What's your hopes for people to be ableto get from this podcast this time that we're going to have together and I'llbring it to you first shot, then back to dawn and then I'll bring it in for alamb yeah, I think, is it as it evolvs? My hope would be that it'd be somethingif you're going to go on the TREADMILL, you N to go ont a walk, you've got TaDrive that you've got an opportunity to understand, you're going to get what'snew and that smart, what's a to use, yourrs, what's relevant, yeah what'sout there and he and expect to hear from forward thinging innovative clientpartners of Thats Yart in combination with Netsmart product expert t, Strai,Ri expert Teese, so that it's always a a really timely, relevant topic that isbrought to you with what net smarts thinking on that, along with our clientpartners and how they're reacting to that strategy, or even better, as isoften the case, helping US shape it. Well, I think you Gat, you know, we'veall said: If we do this right, this is our podcast you who are listening. Iwould challenge you wed love to have you on the intheseconversations, be thinking about the things that you would want to talkabout share and collaborate has we think forward in working together. So Ithink that's a good point done. What about you? Yeah completely agree thatthis is our clients platform and I'm anxious to hear ideas from all of theclients. I know of some tremendous topics that already would be perfect toshare with others. You know to continue to learn and continue this connectedcross section of nutsmork clients or getting to know each other or moreintimate bases and more frequent basis, because there's so much to learn fromeach other. So that's what excites me about this podcast and I know, there'sgoing Na, be lots of great content that coming out yeah, and I think I meanthat's Don- that's the key is, I think, the more intentional. We are aroundthese topics and we hit hard topics. We hit the wines that are just emergingand we do what we kind of started with his podcast. I know the team came inand said: Hey herew's, a script in those things, and I thought it was neatand quickly pushed it aside, and so, let's just talk and have conversationat the end of the day, we're more alike than not and the more we can connectand collaborate, the better we are together. It's going to be a littlerough, we're going to do some things well, a then that do some things welland we'll figure it out, and I think the authenticity of it is actuallygoing to be the key behind it, that we don't make it corporate speak and wehave the perfect jingle and those types of things. At the end of the day, welove what we do. We love our clients, we love the cause and community that weserve it's absolutely in honor to be able to do the things that we do and tomake a difference. I know we are passionate about looking back at thecontribution in the story that we're writing, that we helped contribute to ahealth care system that is accessible, affordable and actionable for all, andwhat I would tell you is that our commitment in this carethreads podcastis absolutely for it to be real time. Has Topics come up? We want to addressthem and hit them head on, so that we can each learn from each other thatwere relevant, that were talking about the opportunities and the challengesthat are in front of us right here. Right now, and I am, as I said earlier-maybe most importantly, that we're reflective that we just don't talkabout the good things. We talk about e,...

...the things that don't work so well.Sometimes it's the not great ideas that we learn in iterate forward together.So my encouragement to you give us feed back share, let's connect andcollaborate. This is our collective platform we're going to make it openwe're not going to try to make this. U extraordinary difficult. That is onlyfor our clients. At the end of the day, healthcare is probably the mostuniversal language, that's out there, and if we can all connect andcollaborate in a way that makes it better. I can't think of a better wayfor us to help shape forward, not only the rest of two thousand and twenty,but the rest of this decade. Is We move forward and a tag line that we kind oflove and share around here? Is We fundamentally believe we're bettertogether, and that is the spirit in the example behind the things that we'retrying to do so. Thank you for joining carothreats today. Thank you guys. Theydon't us tat, Yep for joining and being part of episode. Zero have a great restof the day at Netsmart. We understand thechallenges facing provider organizations. Our team will help younavigate changing value, based care models with solutions and services thatmake person centered care or reality will equip you with technology andservices that provide holistic, real time. Views of Care Histories thatinform better decision making and better outcomes visit us today atntstcom Netsmart serving you. So you can serve others thanks for listeningto the net smart carethreads podcast through collaboration and conversation,we can work together to make healthcare more connected than ever before andbetter support the communities we serve to ensure you never miss an episode.Please subscribe to the show in your favorite podcast player, if you useapple podcast, we'd love for you to give us a quick rating for the show.Just have the number of stars that you think the podcast deserves until nexttime.

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