Adoption – It’s About the Number of Active Users, Not the Number of Hospitals

Many vendors in healthcare determine success in terms of the number of hospitals using their product. At Mobile Heartbeat we focus on the number of users within a hospital who are actually using our MH-CURE clinical communications platform. User adoption is a key building block for value creation.

As mentioned in my April 5th blog, Metcalfe’s Law states that the value of a communications network is the square of the number of its participants (n2). The value curve is exponential.  We discussed how the first step is a platform that supports all users across a hospital (doctors, nurses, etc.) Once you have the platform, user adoption is the next logical step and essential if an organization wants to see significant cost savings and positive impact on patient care.

One of the key metrics we use at Mobile Heartbeat to measure user adoption of our platform is Monthly Active Users (MAU).  We’ve seen our MAU grow 287 percent in the past 12 months with  a current  average of 805 active users per facility.  We’re proud of that, and believe it represents great progress towards our goal of enterprise adoption.

To drive adoption and MAU, we look at how many and what type of communication events each user engages in on average each day and each month. This information uncovers interesting trends about organizational adoption of different modes of communication.  It also can point out which users might need additional training or whether there are workflows we need to adapt to. It’s a data based process that is working.

So when evaluating progress, consider not just how many hospitals implemented, but the breadth and depth of the implementation.  An enterprise platform is required, but then it takes focus, diligence, and time to achieve adoption.  Consider new metrics such as MAU to measure progress.  Once your hospital has enabled true enterprise-wide user adoption, then you can really see the benefits of the solution – greater time savings and cost reductions. You can leverage the solution to meet a broader set of needs and see tremendous possibilities for streamlining workflows across teams and the facility, resulting in significant productivity improvements that further impact patient care. I’ll tell you more about that in my next blog.

Metcalfe’s Law and Plans Coming Together

Metcalfe’s Law and Plans Coming Together

It’s nice when a plan comes together.

When we were first developing MH-CURE, there were many different ideas floating around, but one key hypothesis was that our clinical communications and collaboration application needed to support the entire enterprise of a health system. For us at Mobile Heartbeat, this includes two primary factors:

  • Technically, can the platform scale to support tens of thousands of users across multiple hospitals?
  • Can it support the needs and use cases of all user types?

The first factor is easy to understand, but often hard to do.  The second factor is the focus of this post. We had seen some really interesting solutions come out that offered support specific to physicians or nurses, or to other staff. While some solutions are better and more focused when developed for the needs of a specific role, a communication and collaboration solution has more value when it supports the entire enterprise. In fact, the value can be quantified using something known as Metcalfe’s Law, which states that the value of a communications network is the square of the number of participants (n2).  10 participants has a value of 100, 50 a value 2,500, 1,000 a value of 1,000,000, and so on. It is an exponential value curve.

Having experienced implementations at both small hospitals and large hospitals, and health systems such as HCA, New York Presbyterian, and Yale New Haven, we’ve seen Metcalfe’s Law in action time and time again. We know that when implementing a pilot, we need to consider not just the nurses, or just the physicians, but all the roles and user types contributing to patient care.  In fact, we often find it is the ancillary roles that are hardest to locate and can offer the most value.

We now are augmenting our experiences with quantifiable data that further validates our initial hypothesis and in fact becomes the foundation for user adoption and value for a health system.  With the latest version of our MH-CURE clinical communications and collaboration application, we now offer the capability to obtain data on user adoption, application usage and communications patterns that directly affect patient care. With this real-time data, hospitals can begin to quantify the degree to which MH-CURE improves the efficiency and collaboration of the care team and affects clinical outcomes.

It doesn’t always happen, but it is nice when a plan truly comes together.

Let’s keep the conversation going, come back next week for part 2 of my blog series:
Number of Hospitals vs. Number of Active Users