Business Intelligence empowering

Health Care Management

Clalit Health ServicesIsrael 2008

Mazal Tuchler - BI Manager

Clalit Health Services

3.8 million customers3.8 million customers (60% Market Share)

0.5 Million senior citizens 0.5 Million senior citizens (72% in Israel)

Provides both insurance and health services

Comprehensive health services:

14 Hospitals

1400 Clinics

450 Pharmacies

70 laboratories

Organizational Information Platform

Support Business Strategy and Processes Integration

Up to date Information

Availability

Flexibility

Simple and independent querying

Reliability - Data quality

Uniform business language

Enterprise BI - Objectives

Single version of the truthSingle version of the truth

BI - User Profiles

Analysts (370)Managers (4000)

Operational (500)

Policy Unit District/hospital info units Marketing Monitoring & Control Insurance Budget Accounting Purchase units Inventory monitoring HR & payroll Community:

• Doctors• Nurses• Pharmacists The Community

(indirect 12,000)

BI - Information Areas

– Medications– Hospitalizations– ER– Ambulatory– Lab tests– GP visits– Specialists visits– Paramedic– Imaging – Physiotherapy– Private Medical service

Suppliers

Medical Services– Demography– Churn– Mailing – Capitation– Customer forecast

Demography

Medical Status– Community Diagnosis– Hospital Diagnosis– Chronic illnesses– Severe Illnesses– Medical Markers– Medical Quality KPI’s

Logistics– Purchases– Inventory– Medical Equipment– Logistic Projects

Human Resources– Manpower– Payroll– Outside Contractors– Independent Doctors

Finance– Clinic Budget– District Budget

Customer Services– Queues– Supplementary

Insurance– Satisfactory Surveys– Call Center Calls– Complaints

Monitoring & Control– General Practitioners– Services Acquisition– Hospital Monitor Units

BI Evolution

1995

2000

2004

2005

2006

BI Evolution

• BI Established

1995

2000

2004

2005

2006

BI Established 370 Users (Analysts) Ad-Hoc Querying - 30,000 /

Month Detailed & aggregated data Maximum flexibility Complex Queries Unix/Informix & Business Objects

BI Evolution

• BI Established

1995

2000

2004

2005

2006

BI Evolution

• BINA

• BI Established

1995

2000

2004

2005

2006

BINA

BINA = Hebrew for “WISDOM” Acronym: Decentralization, Knowledge &

Mgmt 4000 Users (Managers) Principles:

• Simple/Intuitive UI & rich functionality• Transparency• Security• A comprehensive environment

MS OLAP + ProClarity Consulting: Gilon Business Insight

BI Evolution

• BINA

• BI Established

1995

2000

2004

2005

2006

SunE10000

DWHInformix

Files for

OLAPSRC

FILES

SQL Server

Unisys

MS OLAP

BI – Migration to SQL Server

OLD

ETLScripts

NEWUnisys

DWHSQL Server

SRCFILES

Unisys

MS OLAP

DataStage

BI Evolution

• BINA

• BI Established

1995

2000

2004

2005

2006

BI Evolution

• BPM

• BINA

• BI Established

1995

2000

2004

2005

2006

BINA

Performance measurement for org. units Monitoring performance versus target Focus on visuality Gilon Business Insight

(Local/Israeli product)

BI Evolution

• BPM

• BINA

• BI Established

1995

2000

2004

2005

2006

BI Evolution

• Data Mining

• BPM

• BINA

• BI Established

1995

2000

2004

2005

2006

Distribution to Community

Intervention Programs

Treatment Protocols

Customers at high risk

Prediction Model

Feedback

StartCustomerProfile in

DWH

Data Mining

Forecast: Medical Deterioration among Elderly

Data Mining

Major enhancement of data analysis

capabilities Forecast capabilities enabling pro-active

service Broad distribution MS Data Mining 1st model developed

in Microsoft Lab (TAP)

BI Evolution

• Data Mining

• BPM

• BINA

• BI Established

1995

2000

2004

2005

2006

BI Evolution • SAP-BI

• Data Mining

• BPM

• BINA

• BI Established

1995

2000

2004

2005

2006

BI - Information Areas

– Medications– Hospitalizations– ER– Ambulatory– Lab tests– GP visits– Specialists visits– Paramedic– Imaging – Physiotherapy– Private Medical service

Suppliers

Medical Services– Demography– Churn– Mailing – Capitation– Customer forecast

Demography

Medical Status– Community Diagnosis– Hospital Diagnosis– Chronic illnesses– Severe Illnesses– Medical Markers– Medical Quality KPI’s

Logistics– Purchases– Inventory– Medical Equipment– Logistic Projects

Human Resources– Manpower– Payroll– Outside Contractors– Independent Doctors

Finance– Clinic Budget– District Budget

Customer Services– Queues– Supplementary

Insurance– Satisfactory Surveys– Call Center Calls– Complaints

Monitoring & Control– General Practitioners– Services Acquisition– Hospital Monitor Units

corecore

corecore

corecore

corecore

corecore

backback

backback

backback

BI - Information Areas

– Medications– Hospitalizations– ER– Ambulatory– Lab tests– GP visits– Specialists visits– Paramedic– Imaging – Physiotherapy– Private Medical service

Suppliers

Medical Services– Demography– Churn– Mailing – Capitation– Customer forecast

Demography

Medical Status– Community Diagnosis– Hospital Diagnosis– Chronic illnesses– Severe Illnesses– Medical Markers– Medical Quality KPI’s

Logistics– Purchases– Inventory– Medical Equipment– Logistic Projects

Human Resources– Manpower– Payroll– Outside Contractors– Independent Doctors

Finance– Clinic Budget– District Budget

Customer Services– Queues– Supplementary

Insurance– Satisfactory Surveys– Call Center Calls– Complaints

Monitoring & Control– General Practitioners– Services Acquisition– Hospital Monitor Units

corecore

corecore

corecore

corecore

corecore

backback

backback

backback

corecore

backback

=85%

=15%

EDW

DW

Manager

Analyst

ProClarity

WAD

BEX

Business Objects

LEGACYLEGACY

LEGACY

SAP-BI embedded in Enterprise BI

R/3SAP-BI

• People

• Data

• Technology

How do we do it?

CIO

Information Implementati

on

BI

How do we do it: people

Medical Systems

Dept

Administrative Systems

Dept

Infrastructure

Dept

EAI DBMotionHelp Desk

Systems Analysts ETL & DBA OLAP & VB Data Mining SAP-BI

How do we do it: data

DemographyOrganizational

master data

deterioration forecast

dialysis forecast

budget plannin

g

insi

gh

t

business areas

FI LO HRcustomer medical data

CR

M

health qualit

y

service

quality

unit evaluatio

n

total custome

r cost

Event Level

Data Infrastructure

Integration

Advanced APPS

MS Reporting Services

BPM

How do we do it: technology

Business Objects

MS Data Mining

MS ProClarity

MS SQL Server

MS OLAP SAP BI

BEx/WAD

MS SQLserver

Are we being useful?

4-Primary Care Clinic Customer Satisfaction Survey (weekly)

3-Primary Care Clinic Customer Satisfaction Survey (semi-annual)

1-Medical Quality KPIs

2-Flu Vaccinations (seasonal)

entries 8,000

7,400

4,400

4,000

Usage Monitoring

Commitment & guidance of CEO and senior mgmt

Districts/hospital decentralization units lead the assimilation process

Intensive training

Users forums

BI Help desk

Recipe for Success

BI Support Portal

BI Roadmap in Clalit

2007

2008

2009

• New unified UI for BINA• BSM• GIS• Meta Stage • and more…

Thank You