Unlocking Innovation Culture in Healthcare

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Unlocking innovation culture in healthcare

John Davies UK&I Health Lead – Amazon Web Services 5th September 2018

Unlocking healthcare innovation ▪ How does Amazon approach innovation? ▪ A look at healthcare innovation on AWS

▪ NHS Digital – Cloud policy and usage ▪ AI/ML What is it and how to use it for healthcare

▪ NHS Business Services Authority – AI in use

(culture * organization) f(I) = (mechanisms * architecture) ^

»Customer Obsession “Start every process with the customer and work backwards.”

»Long Term Thinking “Be stubborn on the vision but flexible on the details.”

»You have to be willing to be misunderstood for a long time. “We are very comfortable being misunderstood.”

we start with the customer and work backwards

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. 6 User Manual Working Backwards is a process FAQ Use it to get clarity, not to document what Press you’ve already decided to do. Release

Customer

but flexible on the details

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. 9 © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. 10 Just Walk Out Technology Combination of computer vision, sensor fusion, and deep learning

Machine learning understands in- store and purchase patterns

for a long period of time

1,430 New Services and Features introduced in FY 17 Millions of Monthly Active Customers

Drone Development Prime Video Kindle Reader In-house Entertainment

Grocery Delivery Advanced Shopping Cloud Computing Home Automation

Unlocking healthcare innovation ▪ How does Amazon approach innovation? ▪ A look at healthcare innovation on AWS

▪ NHS Digital – Cloud policy and usage ▪ AI/ML What is it and how to use it for healthcare

▪ NHS Business Services Authority – AI in use

https://digital.nhs.uk/Offshoring-and-the-use-of-public-cloud-services

“NHS and Social care providers may use cloud computing services for NHS data. Data must only be hosted within the UK - European Economic Area (EEA), a country deemed adequate by the European Commission, or in the US where covered by Privacy Shield.

NHS Digital has provided some detailed guidance documents to support health and social care organisations.”

Population Health Digital Innovation Interoperability Security

National Scale New interaction Data Sets across Improved security Analytics models sectors postures New requirement to Democratised AI services The need to process and Security is always job zero. analyse data sets with the allow for streamlined and collate data sets from Moving data sets to the capability to identify automated patient different sources including, cloud offers an opportunity determinants at national interactions NHS, LG, Nat Sec and even to review and implement scales. private. new global scale security tooling.

▪ AWS lowers the barriers for healthcare organizations to perform population and clinical analytics. ▪ Dynamically scale analytics applications up and down, and dramatically lower the cost of using data science to help patients.

Data sent to the Provision a scalable, big Apply machine learning, Archive long-term in AWS cloud data framework and related artificial intelligence, Amazon Glacier for a very databases visualization, and analytics low cost per GB

Mobile Health Wearable Monitors Smart Medical Devices Applications

From wrist bands that track health Pacemakers, smart pills, and other Patients now have real-time access to indicators to delivery devices for insulin devices that are implanted inside the their own health records and can directly and drugs, wearables have become an body can help doctors monitor and engage with their own treatment plans. invaluable part of the healthcare provider maintain health issues and possibly toolkit. prevent invasive treatments.

Data Analysis Clinical Decision Support Personalized Medicine

Genomic sequencing opens a window into Medical data is growing rapidly yet its From predicting complications to drug better understanding of diseases and scale, variety and messy nature make it adherence, from triaging medical images to patients’ reactions to medications. machine difficult to analyze. Machine learning can analyzing patient voice sentiment, machine learning can guide a tailored therapeutic help uncover valuable insights that lead learning can be a powerful companion to approach for a patient’s unique to cost savings and better patient care. the care team. characteristics.

▪ AWS brings unprecedented levels of scalability, flexibility, and agility. ▪ Automatic software and security updates.

Clinical Data Set Sensor Data Patient Data Device Data | Industry Data Mobile Data | “Citizen Sensors” Data Analytics Real Time | Data Warehousing Machine Learning

Shared Private Data Secure Data Collaboration

Over 50 global Benefit from AWS Security infrastructure Leverage security compliance industry leading built to satisfy military, enhancements from certifications and security teams 24/7, global banks, and other 1M+ customer accreditations 365 days a year high-sensitivity experiences organizations

AWS Connectivity options include N3/HSCN PSN A/P & JANET. IGToolkit Level 3.

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. 27 NHS Digital – Cloud First – first year executive sponsorship consolidated billing quick wins Establish cap-ex vs op-ex confidence Cloud Strategy Cost tagging policy centre of excellence Management Control and cloud architectures landing zone Governance IAAS / PAAS / SAAS codify good practice Migration Planning understand lock-in IAM foundation protect data at rest and in transit traceability IG & Security shared responsibility DPIA, SLSD, Cloud Risk Framework

Unlocking healthcare innovation ▪ How does Amazon approach innovation? ▪ A look at healthcare innovation on AWS

▪ NHS Digital – Cloud policy and usage ▪ AI/ML What is it and how to use it for healthcare

▪ NHS Business Services Authority – AI in use

APPLICATION SERVICES

Rekognition Transcribe Translate Polly Comprehend Lex

PLATFORM SERVICES

Amazon SageMaker AWS DeepLens

FRAMEWORKS & INTERFACES AWS Deep Learning AMIs Apache Caffe2 CNTK PyTorch TensorFlow Torch Keras Gluon MXNet

INFRASTRUCTURE

GPU (P3) CPU IoT & Edge Mobile

“Before AWS, we couldn’t even attempt these projects….AWS makes research liberating.”

Jason Su Stanford University Student

• Early detection of diabetic complications • Leading cause of blindness in adults • Catch it early enough; prevented 90% of time

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. 31 Amazon Polly Turn text into lifelike speech using deep learning technologies to synthesize speech that sounds like a human voice

Potential Use Cases Content Creation Education & E-learning Mobile & Desktop Applications Customer Contact Center Internet of Things (IoT) Accessibility

RNIB creates and distributes accessible information in the form Amazon Polly delivers “ of synthesized content incredibly lifelike voices “ which captivate and • Largest library of audiobooks in the engage our readers. UK for nearly 2 million people with sight loss

John Worsfold • Naturalness of generated speech is Solutions Implementation Manager, RNIB critical to captivate and engage readers

• No restrictions on speech redistributions

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. 33 Amazon Lex Conversational interfaces for your applications, powered by the same Natural Language Understanding (NLU) & Automatic Speech Recognition (ASR) models as Alexa

Potential Use Cases Appointment Booking Customer Support Informational Services Access Enterprise Data Chatbots Voice Assistant

Mobile Mobile Hub Salesforce integration Marketo Web Microsoft Dynamics Devices Lex Bots Amazon Quickbooks Connect Zendesk Apps Facebook Messenger, Slack,

Amazon Connect European Health Insurance Card Contact Centre - POC

450 Contact Centre Staff Citizen Services 4.78 Million Request to the Contact Centre 300k Voice Automated Calls (None Intelligent)

2.5 Million “ASKUS” Help hits on the website

A Low 0.16% complain rate Year on Year increase 1m (25%) over 3 years

250,000 telephone contacts per year Citizen Services Large volume of general queries :-

“Can I use my EHIC in …….”

“How long will it take”

1. Customer – To provide a seamless experience that allows the customers queries to be answered efficiently.

2. Contact Centre Staff – To enable our people to be focused on customers that require a personal experience.

3. Scalable – Lower call wait times in busy periods by scaling the platform automatically.

4. Cost Savings – Be an enabler to cost efficiency across the contact centre. £

2 Weeks Build Time

3 Weeks Operational 24/7 for 5 days

4,316 Calls resolved by Lex (42.34%)

10,914 Calls 5,215 Calls transferred (51.16%) Received

663 Calls dropped by Lex (6.5%)

Contact centre Over 75% of 26% reduction Lex answered calls handled in traffic 3.8 Average voice within 6 to Advisor requests per call minutes

Roll Out Voice Services specifically intent driven intelligence

Develop Online Contact - Intelligent content presentation

Remove the constraints of on premise - Home Working

24 x 7 Contact Centre

User Accessibility (Language Translations)

Application Integration

THANK YOU

John Davies

UK&I Healthcare lead, Amazon Web Services