Keeping toy delivery from taking a toll on Santa

A system of coordinated care keeps Santa healthy
"… modern care management platforms can identify risks and create truly personalized healthcare that’s unique to each individual."

Making a list and checking it twice. Circumnavigating the globe from the North Pole to New Zealand in one night. Never mind the year-round stress of managing the world’s largest elfin toy manufacturing operation. It can get to a guy. Even the Big Guy.

Each patient has their own unique health journey, but imagine what it takes to keep Santa in good spirits. Sure, Santa is the bearer of tidings and gifts for good little kids all over the world, but he’s got problems, and there isn’t a fuzzy, fur-line red coat big enough to hide them. Aging, overweight, and under stress – the struggle is real.

How does he stay so jolly? The answer – an intelligent system for coordinated care.

Today’s care management platforms include digital features that are important if you are trying to keep a pipe-smoking, globe-trotting workaholic like Santa healthy and on schedule. Advanced enough to collect, track, and analyze data from multiple sources, modern care management platforms can identify risks and create truly personalized healthcare that’s unique to each individual and takes into consideration the full patient profile – not only vitals, labs, medication, and history, but also the many non-clinical factors that are increasingly shown to play a key role in health outcomes… like the total grams of sugar consumed from millions of cookies in one night. (Hey, Santa, your care provider knows that might not be so good for you!)

These days smart, unified systems help Santa’s care team deliver patient-centric programs to diagnose and treat disease. For example, are his rosy cheeks a reflection of his active lifestyle or a symptom of parvovirus B19? Specialized tools like adaptive surveys can help health workers interact with patients, then coordinate with back-end data to apply real-time analysis and feedback. Artificial Intelligence (AI) components can then use decisioning to recommend the best and most immediate course of action, all within a moment’s notice.

The capability for a patient to connect with a care provider, or for the care provider to notify a patient, is also an important component to smart care. Sometimes, in the rush of the moment, things can go wrong – like a twisted ankle from bounding down a chimney too fast. How can Santa keep in touch while dashing about? The most advanced systems have built-in customer service capabilities that allow health workers to communicate with patients via the phone, text, email, chat, tablets, smart phone, and Web self-service – plus geolocation capabilities to help find nearby services, even at the North Pole. And because the system is unified, all of these interactions can help drive new insights and better care.

Coordinated care is also much more than in-the-moment illness. Intelligent platforms can be used to identify gaps in care, suggest preventative initiatives, or recommend wellness programs. Does Santa’s data suggest that the stress of toy delivery is taking a toll? Maybe a spa weekend with meditation and a sugar-plum salt rub is in order. A smart system might analyze the data and advise a list of mindfulness and stress reduction programs at nearby (or perhaps tropical) locations.

Luckily for us, these digital advances aren’t folklore – they’re real capabilities available today. Healthcare and life sciences organizations are implementing these types of systems, which are built on advanced CRM augmented with case management and AI capabilities. The goal is to accelerate service, improve care, and provide healthy days and nights to all. Plus, we need the Big Guy hale and hearty so he can continue bringing joy to kids of all ages everywhere. HO, HO, HO!


Learn how Pega is helping organizations personalize customer engagement for better health outcomes.

Watch a video about Alere’s success in closing gaps in healthcare.


ABOUT THE AUTHOR: When Jitesh Rohatgi isn’t maintaining Santa’s sleigh, he’s busy advising life sciences and healthcare organizations on the most effective use of CRM, MDM, and PDMA technologies to improve clinical safety and patient care.