disrupting health care from the inside: lessons from...

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Confidential: The material contained herein is the sole property of Providence St. Joseph Health

Disrupting Health Care from the Inside: Lessons from Amazon

June 9, 2017


Providence St. Joseph Health Digital

• Applying Amazon Thinking to Health Care• PSJH Digital Organization, Prioritization &

Governance• Digital/Consumer Strategy• Providence Ventures

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#1 Focus on Innovation that Will “Move the Needle” at Scale

$19T $12T $4.3T $3.5T $3.2T $3.0T


Distributors BookstoresPublishers ReadersAuthors

E-commerce(1997)

Kindle(2007)

Self-publishing(2005)

#2 Innovate at the Ends of an Industry Value Chain: Creators and Consumers

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Clinicians & Caregivers

Health Systems

Insurance Companies

Employers Patients

If we don’t disrupt our own business, somebody will…

#2 Innovate at the Ends of an Industry Value Chain: Creators and Consumers


#3 Focus On Things That Matter to Customers and Won’t Change

Lower Prices

Broader Choice

Convenience Patient/Clinician Experience

Lower Costs

Better Outcomes

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#4 Focus on 5 P’s of Innovation

Purpose: Growth as a Visionary Agenda

People: Hire and Develop the Best

Process: Experiment, Scale, Repeat

Product: Built to Evolve (Quickly)

Platform: Open to Others to Build Upon

From: The Operating Model That Is Eating The World; Aaron Dignan


#5 Be a “Day 1” Company

1. True Customer Obsession• Experiment to Delight Customers• Fail Fast, Cheap and Learn

2. Resist Proxies to Understanding Customers• Following Process Blindly vs. Doing What’s Best for Customers• Market Research

3. Embrace External Trends• Ex. Machine Learning/AI

4. High-Velocity Decision Making• One-Way Door or Reversible?• 70% of Information• Disagree and Commit• Escalate

From: Amazon 2016 Shareholder’s Letter

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829CLINICS

23kPHYSICIANS

1.9mCOVERED LIVES

90NON-ACUTESERVICES

HIGH SCHOOL, NURSING SCHOOLS AND UNIVERSITY

50 HOSPITALS

106kCAREGIVERS

14SUPPORTIVE HOUSING FACILITIES

Providence St. Joseph Health

PSJH Digital:Discover Important Digital Innovations,

Demonstrate They Work, and Bring them to Scale


Healthcare People

Technology People

Primary Care

Neurology

Genetics

Medical Devices

Pop Health

Informatics

People: Technology + Health Care

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PSJH Digital: 4 Teams

Digital Innovation

Consumer Innovation

Providence Ventures

Online Marketing


How We Build Products

ScaleMVP

Technology Cascade MVP Iteration Scale

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10X Better Online Experience

Personalized Consumer Health

Benefit

• Lower Cost Digital Access

• Effective Population Health

• New Revenue Streams

• Protection from Disruption

• Leverage Clinician Time

PSJH Digital Strategy

Entice

Engage

Scale


10X Better Digital Experience: Make It Familiar

Swedish App OpenTable

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Express Care Virtual FaceTime



Express Care At Home Uber

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O PH&S Clinic+ PH&S Hospital Express Care Freestanding Site* Walgreens Site Opportunity Walgreens Planned Site

Express Care @ Home Fill in Gaps

Express Care Virtual State of WA

Clinic Catchment = ~5 MI

Make Care Available Everywhere


Patient Centered Medical Home

The Convenient Patient Centered Medical Home

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Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17

Express Care CPA through SEM

(Cost-per-Acquisition)

Effective Digital Marketing is a Requirement




Benefit







Entice

Engage

Scale

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• Health information personalized for your family.

• Easy access to us when and where you need it.

• Trusted resources to help raise your family.


% of newborns retained - Providence

58%

43%

46%

57%

60%

47%

29%

40%

27%

27%

Hospital 5

Hospital 4

Hospital 3*

Hospital 2

Hospital 1

Additional ROI drivers: • New specialty patients• Reduced patient acquisition cost• Improved maternal outcomes

(research currently underway)

*Family practice clinics near hospital 3 are at capacity; data from 4/19/17

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1

4

2

3

HYPERSPACE INTEGRATED

Prescribe digital care from existing workflow

O R D E R

M O N I T O

R

IT / IS EFFICIENCY

Onboard & launch new solutions in days vs months

D I G I T A L C A R E

MEASURE WHAT MAT T ERS

Maximize quality metrics and MACRA/MIPS revenue

W HAT’S W ORKING…

Determine best match of health solutions for patients

C O N F I D E N T I A L

Consumer EngagementXealth: Prescribing Digital Care




Benefit







Entice

Engage

Scale

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Q&A

Email: [email protected]

Twitter: @aaronmartinfc

Linkedin: linkedin.com/in/aaronmartinfc

Blog: www.providenceventures.org/blog

mailto:[email protected]

http://www.providenceventures.org/blog

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