improving customer experience: innovative ......5 a summary of how benefits were realized for the...

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IMPROVING CUSTOMER EXPERIENCE: INNOVATIVE STRATEGIES AND SOLUTIONS

Session #70, February 21, 2017

Lygeia Ricciardi, EdM | President, Clear Voice Consulting | @Lygeia

Hilary Hatch, PhD | Founder and CEO, Vital Score | @HRHatch

Rushkia Ferndadopulle, MD, MPP | CEO, Iora Health | @rushika1

Moderator: Rasu Shrestha MD MBA | Chief Innovation Officer, UPMC | @RasuShrestha

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Speaker Introduction

Moderator: Rasu Shrestha MD MBA Chief Innovation Officer, UPMC

Hilary Hatch, PhDFounder and CEO, Vital Score

Lygeia Ricciardi, EdMPresident, Clear Voice Consulting

Rushkia Ferndadopulle, MD, MPPCEO, Iora Health

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Conflict of Interest

Rasu Shrestha MD MBA Chief Innovation Officer, UPMC

Lygeia Ricciardi, EdMPresident, Clear Voice Consulting

Has no real or apparent conflicts of interest to report.

Hilary Hatch, PhDFounder and CEO, Vital Score

Rushkia Ferndadopulle, MD, MPPCEO, Iora Health

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Agenda

Introductions

Highlights from @HIMSS #Aim2Innovate Tweetchat

5 burning questions

Open discussion | Q&A

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A Summary of How Benefits Were Realized for the Value of Health ITImproving the customer/patient experience can increase patient satisfaction scores, leading to more patient loyalty and enriched patient/provider engagement. This could have positive impacts on the STEPS:

• Satisfaction – improved communication, satisfaction scores

• Treatment/Clinical – improved scheduling, increased adherence

• Patient Engagement – improved surveillance, and compliance

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Learning Objectives

• Describe how care providers can understand consumer needs (and differentiate needs from wants) — and what you can do to meet those demands in 2017 to win them over

• Discuss the tenets of creating a culture of innovation, and outline examples from organizations leading the way in this territory

• Identify how to setup and drive a consumer-focused innovation effort

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Overview

• We need to exceed consumers’ expectations—both to attract

patients and to keep them loyal.

– But what exactly do consumers want?

– And what should you prioritize first?

• This session will review best practices and pitfalls collated by the

HIMSS Innovation Committee to provide attendees with a thorough

review of the steps necessary to help their own organizations drive

consumer-focused innovation.

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#Aim2innovate @HIMSS Tweetchat

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#Aim2innovate

T1: How can health IT ensure a more consumer-centric approach to care delivery?

T2: How can (health) IT help us better understand what patients really want in their (self-) care?

T3: How can health IT simplify and create better health experiences to avoid friction for consumers?

T4: Is today’s healthcare delivery model treating you like a patient or person? What needs to change?

T5: What is the gap between what consumerization means for healthcare versus what it actually means for consumers?

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“Gimme my damn data!”

A patient/consumer should be able to access all health information

about themselves as soon as it is available.

Consumers/patients should benefit financially from their own improvements in health behavior.

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#HIPAAnoia

Our health system is skewed too far toward protecting privacy at the expense of limiting the flow

of health data.

HIPAA is used too often as simply an excuse not to innovate.

Privacy protection is just a decoy some healthcare organizations hide behind to cover their objection to sharing patient data for business

reasons.

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“No, you suck!”

The term “non-compliant patient” should be abolished.

From a consumer perspective, a non-compliant patient is a person for whom the treatment didn’t work.

Period.

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Healthcare vs Medical care

Organizations should have to meet certain criteriato brand themselves Healthcare or Health to consumers.

Most “healthcare” organizations deliver almost exclusively medical care.

We know that medical care only determines 10% of health outcomes. It is misleading to consumers for these organization to call themselves “Healthcare” organizations or “Health.”

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Meaningful to whom?

Meaningful Use while driving increased adoption of

Health Information Technology, has made systems less consumer friendly

(Corollary- getting rid of meaningful use and certification of EHRs could improve consumer friendly technology)

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A Summary of How Benefits Were Realized for the Value of Health ITImproving the customer/patient experience can increase patient satisfaction scores, leading to more patient loyalty and enriched patient/provider engagement. This could have positive impacts on the STEPS:

• Satisfaction – improved communication, satisfaction scores

• Treatment/Clinical – improved scheduling, increased adherence

• Patient Engagement – improved surveillance, and compliance

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Questions

Moderator: Rasu Shrestha MD MBA Chief Innovation Officer, UPMC

Twitter: @RasuShrestha

Hilary Hatch, PhDFounder and CEO, Vital Score

Twitter: @HRHatch

Lygeia Ricciardi, EdMPresident, Clear Voice Consulting

Email: Lygeia@clear-voice.com

Twitter: @Lygeia

Website: www.lygeia.com

Rushkia Ferndadopulle, MD, MPPCEO, Iora Health

Twitter: @rushika1