What Healthcare Has Forgotten!!!

Ryan Armbruster!Vice President, Innovation!Director, Human Centered Design Studio!UnitedHealth Group!

! Human Centered Design Studio!

US Labor Productivity and Employment Growth by Sector!1990-2010!

Source: Kocher and Sahni, N Engl J Med 365;15. October 13, 2011

!!2/3 feel negatively about their profession!!Physicians Foundation Survey, 2013!

!!22% of their time on non-clinical paperwork!!Physicians Foundation Survey, 2013!

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1 takes his or her own life every day!!Physicians Foundation Survey, 2013!

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30% aged 35-49 plan to leave profession within 5 years!Urban Institute Study, 2012!

market-based innovation!

technology-based innovation!

needs-based innovation!

Why Caring Matters!

Key Drivers of “Likelihood to Recommend”!(R2=0.64)!

Trust and Emotional Connection! 0.40!

Costs! 0.17!

Ease of Use! 0.14!

Information and Communications! 0.11!

Rating of Physician! 0.08!

!!“We care about people so they care about themselves”! - Rushika Fernadopulle, Founder & CEO!!!48% reduction in ER visits !41% reduction in hospitalizations !15% reduction in healthcare costs!Higher net promoter scores than Amazon.com!!!!!

!Patients of doctors who score higher on the empathy scale have better clinical outcomes…!

!Less severe and shorter duration of colds!

!Improved cancer patient-reported outcomes of depression and quality of life!

!Lower rate of acute metabolic complications for diabetes patients!

!Better control of hemoglobin A1c and LDL-C for diabetes patients!

!Better recovery rates from depression!

How Can We Restore Caring?!

Helping people live healthier lives!

Human Cen te red Des ign S tud io !

135,000 employees; 27,000 clinical professionals!

Touch 90 million people!

Connected to over 850,000 health professionals, 66,000 pharmacies, 5,900 hospitals, & 900 labs!

Presence in all 50 states & internationally!

$300 billion in billed health care claims managed annually!

24 million personal health records!

200 million claims and more than 1 million calls per day!

750 million transactions through portal and mobile apps annually!

19 years of data, covering 109 million people!

Database with over 170 million unique individuals!

More than 1 million house calls per year!

!Projects!Using design to create a wide range of solutions that help people…!!•  Achieve a healthy weight!•  Have healthier pregnancies!•  Find the best medical

resource!•  Avoid or manage diabetes!•  Feel better about their health

insurance!•  Have a better physician visit!•  Optimize their healthcare

spending and benefits!!!

!Education!Providing online and in person HCD learning experiences!

!Workshops!Infusing projects with a rapid burst of design perspective!!!!Advising!Helping people understand when and how to apply HCD methods!

31% improvement in satisfaction!!

74% improvement in trust!!

24% improvement in effort!!

90% net promoter score!

Caring!is the ultimate expression of design !in healthcare.!

Thank you.!!

@ryanarmbrusterx!!Ryan Armbruster!Vice President, Innovation!Director, Human Centered Design Studio!UnitedHealth Group!

! Human Centered Design Studio!