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From the Customer Experience Trend tracker this presentation is the one used for the webinar addresed by Qaalfa Dibeehi, Kalina Janevska and Colin Shaw: A well

From the Customer Experience Trend tracker this presentation is the one used for the webinar addresed by Qaalfa Dibeehi, Kalina Janevska and Colin Shaw: A well

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  • THANK YOU! We enjoyed the opportunity to interact with you today.Please complete the SHORT survey that includes an opportunity to receive a copy of this webinar information. We appreciate your feedback as we strive to continually improve our customer experience.Our next webinar will be held on April 15th . If you’d like to participate, please let us know.Should you have questions or want additional information, please contact us.
  • Transcript

    • 1. A Get Well Card for Healthcare Sectors
      Customer Experience Trend Tracker
      Q1 2010
    • 2. 1. Viewer Window
      2. Control Panel
      Beyond Philosophy © All rights reserved. 2001-2010
      2
      GoToWebinar Example Interface
    • 3. 3
      Beyond Philosophy © All rights reserved. 2001-2010
      The Beyond Philosophy Perspective
      Customer Experience is all we do!
      Thought leadership is our differentiator
      Fourth book launched in September 2010
      Offices in London, Atlanta with Partners in Europe & Asia
      Links with
      Academia
      Focus on the emotional side of the Customer Experience
    • 4. 4
      We are Proud to Have Helped Some Great Organizations…
      Beyond Philosophy © All rights reserved. 2001-2010
    • 5. A Get Well Card for Healthcare Sectors
      Customer Experience Trend Tracker
      Q1 2010
    • 6. Agenda
      6
      Beyond Philosophy © All rights reserved. 2001-2010
      Introduction
      The Cost-Health Outcome Balance
      The Shift In Healthcare
      The Artificial Divide in the Healthcare Experience
      The Customer Experience Way
      Recommendations
      Q&A
    • 7. In the Hopi language, “Koyaanisqatsi” means "crazy life, life in turmoil, life out of balance, life disintegrating, a state of life that calls for another way of living“
      In the USA, one-third of health care expenditures, about $700 billion or nearly 5% of GDP, did not improve health outcomes.  (Source: Congressional Budget Office, 2006 )
      In the UK, projections show that the cost of the existing [NHS] system will almost double by 2026, yet without any improvement in the outcomes that could be achieved through radical reform. (Source: King’s Fund, 2010)
      Healthcare = Koyaanisqatsi
      7
    • 8. Ideal View of Healthcare
      8
      Perfect balance between outcomes and cost. Result:
      • Customer’s expectations are generally met
      • 9. Customers feel value for money
      • 10. Customers would be satisfied with the healthcare experience (regardless of ultimate health outcome)
      Health Outcomes
      Healthcare Cost
    • 11. Actual State of Healthcare
      9
      Bettering health outcomes has generally meant increasing costs
      3
      Reducing spend has generally meant a negative effect on health outcomes
      4
      Cost and health Outcomes intimately linked, locked even
      2
      Health Outcomes
      Healthcare Cost
      $
      $
      $
      Costs are unsustainable
      1
    • 12. Customer Experience Trend Tracker Research
      1,000 interviews
      UK and USA
      Online survey looking at the healthcare experience across four key touch points:
      Physician/Primary healthcare provider
      Hospital
      Pharmaceutical Company
      Health Insurer
      10
      Beyond Philosophy © All rights reserved. 2001-2010
    • 13. Expectations are not met for a sizable minority
      11
      Beyond Philosophy © All rights reserved. 2001-2010
      Are healthcare consumers’ expectations met?
      Never or rarely met
      Exceeded
      39%
      33%
      Percent of Healthcare Consumers
      28%
      27%
      23%
      13%
      13%
      13%
      Never or rarely met
      Exceed-
      ed
      Never or rarely met
      Never or rarely met
      Never or rarely met
      Exceed-
      ed
      Exceed-
      ed
      Exceed-
      ed
      Hospital Experience
      Health Insurance
      Experience
      Physician Experience
      Pharmaceutical Company Experience
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
    • 14. A large proportion of people do not feel they get what they pay for
      12
      Beyond Philosophy © All rights reserved. 2001-2010
      How much value for money does the healthcare experience provide?
      Less than paid for
      More than paid for
      40%
      35%
      33%
      31%
      Percent of Healthcare Consumers
      21%
      18%
      15%
      11%
      Less than paid
      for
      Less than paid
      for
      Less than paid
      for
      Less than paid
      for
      More than paid for
      More than paid for
      More than
      paid for
      More than paid for
      Health Insurance
      Experience
      Hospital Experience
      Pharmaceutical Company Experience
      Physician Experience
      Value for money
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
    • 15. At least a third of healthcare consumers think it’s necessary to improve the healthcare experience
      13
      Beyond Philosophy © All rights reserved. 2001-2010
      How necessary is it for the provider to improve the experience?
      Extremely necessary
      Not necessary at all
      49%
      45%
      33%
      34%
      Percent of Healthcare Consumers
      24%
      18%
      13%
      10%
      Extremely
      Extremely
      Extremely
      Not at all
      Not at all
      Not at all
      Extremely
      Not at all
      Hospital Experience
      Health Insurance
      Experience
      Physician Experience
      Pharmaceutical Company Experience
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
    • 16. Stories and Emotions
      14
      Beyond Philosophy © All rights reserved. 2001-2010
      Don Berwick, Director, Medicare and Medicaid
      Bridget Duffy, Dir, CE, Cleveland Clinic, formerly Dir. Of Empathy
      Dr. Regina Benjamin, Surgeon General
      “…this is the first thing that we do - we strip you of your dignity, we serve you miserable food, we put you in a sterile room that smells of chemicals when you are at your weakest, most vulnerable point of your life….”
      “…at that moment I realised I had made a major mistake, I took her dignity from her….”
      “…I fear to be a patient….not because of the errors and unreliability of healthcare but because of indignity, the loss of influence, the image of myself in a hospital gown, homogenous, anonymous, no longer myself…”
    • 17. Emotional Profile of the Healthcare Experience
      15
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Beyond Philosophy © All rights reserved. 2001-2010
    • 18. Emotional Engagement: NHS (UK) vs. “pay to play” (USA)
      16
      The top emotions evoked in the healthcare insurer experience by geography
      USA
      UK
      Lt green shading = Positive emotions
      Lt red shading = Negative emotions
      12%
      10%
      8%
      Percent of Healthcare consumers who selected the emotion as one of the top 3 evoked in the health insurer experience
      6%
      4%
      2%
      0%
      Cared for
      Trusting
      Safe
      Pleased
      Interested
      Stressed
      Irritated
      Disappointed
      Valued
      Annoyed
      Happy
      Neglected
      Unhappy
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Beyond Philosophy © All rights reserved. 2001-2010
    • 19. Solutions: Patient Centred Care has the Momentum
      17
      Point of Care
      “..aims to transform patients’ experience of care in hospital. The goal of the programme is to enable health care staff in hospitals to deliver the quality of care they would want for themselves and their own families.”
      Medical Homes
      “…an approach to providing comprehensive primary care... that facilitates partnerships between individual patients, and their personal providers, and when appropriate, the patient’s family."
      Planetree Model
      “…a patient-centered, holistic approach to healthcare, promoting mental, emotional, spiritual, social, and physical healing. It empowers patients and families through the exchange of information and encourages healing partnerships with caregivers. It seeks to maximize positive healthcare outcomes by integrating optimal medical therapies and incorporating art and nature into the healing environment.”
      Beyond Philosophy © All rights reserved. 2001-2010
    • 20. The Benefits from Patient-Centered Care
      The medical home approach has been associated with less difficulty accessing care after hours, improved flow of information across providers, a positive opinion about health care, fewer duplicate tests, and lower rates of medical errors. (Schoen et al, Toward Higher-Performance Health Systems: Adults’ Health Care Experiences In Seven Countries, 2007)
      The patient-centered model has been linked to "improved quality, reduced errors, and increased satisfaction“ (Thomas C. Rosenthal, 2008, The Medical Home: Growing Evidence to Support a New Approach to Primary Care,
      "The better the primary care, the greater the cost savings,the better the health outcomes, and the greater the reductionin health and health care disparities.“(Epstein AJ. The role of public clinics in preventable hospitalizations among vulnerable populations. Health Serv Res 2001; 36: 405–20)
      18
      Beyond Philosophy © All rights reserved. 2001-2010
      Without patient-centered care
      Patient-centered care
    • 21. The Artificial Divide in the Healthcare Experience
      19
      Physicians &
      Hospitals
      Pharmaceuticals &
      Insurers
      Customer’s Healthcare Experience
      Beyond Philosophy © All rights reserved. 2001-2010
    • 22. Poll Question
      20
      Healthcare consumer’s perception of healthcare providers’ importance in keeping them healthy
      ( the total sums to 100%)
       
      Which provider do you think customers choose as the most important in keeping them healthy?
      Hospital is most important
      Physician is most important
      Pharmaceutical Company is most important
      Health Insurance Provider is most important
      Share of role in keeping healthcare consumers healthy
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Beyond Philosophy © All rights reserved. 2001-2010
    • 23. The Healthcare Experience Gap
      21
      Healthcare consumer’s perception of healthcare providers’ importance in keeping them healthy
      ( the total sums to 100%)
      Share of role in keeping healthcare consumers healthy
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Hospital
      Health Insurer
      Pharmaceutical Company
      Physician/ Primary Healthcare provider
      Beyond Philosophy’s healthcare client’s perception
      1
      3
      4
      2
      Beyond Philosophy © All rights reserved. 2001-2010
    • 24. The Healthcare Experience Gap
      22
      Healthcare consumer’s perception of healthcare providers’ importance in keeping them healthy
      ( the total sums to 100%)
      29%
      26%
      Share of role in keeping healthcare consumers healthy
      24%
      21%
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Hospital
      Physician/ Primary Healthcare provider
      Health Insurer
      Pharmaceutical Company
      Beyond Philosophy’s healthcare client’s perception
      1
      3
      4
      2
      Beyond Philosophy © All rights reserved. 2001-2010
    • 25. Emotional Wellbeing
      23
      Beyond Philosophy © All rights reserved. 2001-2010
      Percent of healthcare experience that should be devoted to emotional wellbeing
      24%
      22%
      19%
      18%
      Pharmaceutical
      Health Insurer
      Hospital
      Physician/ Primary Healthcare provider
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
    • 26. Emotional Profiles: Pharmaceutical Company and Health Insurer
      24
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Beyond Philosophy © All rights reserved. 2001-2010
    • 27. Emotional Profiles: Physician and Hospital
      25
      Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy
      Beyond Philosophy © All rights reserved. 2001-2010
    • 28. The Benefits of the Customer Experience Way
      26
      1
      2
      Without patient-centered care
      Patient-centered care
      3
      Customer Experience Way
      Beyond Philosophy © All rights reserved. 2001-2010
    • 29. Differentiated
      Managing wellbeing
      Stage experiences
      Treating the patient
      Deliver
      services
      EMOTIONAL ENGAGEMENT
      Treating the disease
      Make
      goods
      Treating the obvious symptoms
      Extract commodities
      Undifferentiated
      Same as
      everybody else
      More expensive
      PRICING
      Source: Welcome to the Experience Economy, Pine & Gilmore, HBR, July-August 1998
      Customer Experience and Being Sick
      Beyond Philosophy © All rights reserved. 2001-2010
    • 30. Chronic Illness
      Interaction Monitor (based on Beyond Philosophy client engagements in Healthcare)
      28
      Healthy
      Focus of most patient centered care approaches
      Jan
      Feb
      Mar
      Apr
      May
      Jun
      Jul
      Aug
      Oct
      Nov
      Dec
      Sep
      Hospital
      Physician
      Pharma
      Insurer
      Hospital
      Physician
      Pharma
      Insurer
    • 31. Summary
      29
      Consumers experience healthcare as whole, not in discrete buckets.
      Current Patient centered care solutions are based on customer experience principles but focus primarily on the patient – point of care experience (i.e. physician and hospital)
      However, most of the health care experience occurs with pharmaceutical companies and health insurers providing these two sectors with untapped potential to maximize health outcomes while reducing costs.
      The key to customer experience applications is an understanding of what drives emotional emotional involvement.
      Beyond Philosophy © All rights reserved. 2001-2010
    • 32. Recommendations
      30
      • Approximately 15% of your budget should be devoted to improving customers’ emotional wellbeing.
      • 33. Keep track of the difference in the perception of the experience between healthy and unhealthy customers. Especially in their positive and negative emotional experiences.
      • 34. Assess the experience you actually provide with an outside-in point of view. We typically use “Customer Mirrors” for this purpose.
      • 35. Investigate and identify he root causes of the full customer experience you are delivering, making sure you uncover conscious and subconscious aspects of the experience.
      Physicians
      • Don’t be hostile to the outstretched hand of the pharmaceutical company and health insurers in their honest efforts to care for the patient.
      Hospitals
      • Be conscious of patients’ emotional needs in addition to their medical ones.
      • 36. Consider adopting the Planetree model.
      Pharmaceuticals
      • Look to take on a substantial role in the medical home.
      • 37. Utilize your numerous interaction points to engage customers more directly.
      Health Insurers
      • Now that universal coverage is coming to the US, focus on emotional engagement, track your emotional profile and use the UK as an initial benchmark.
      Beyond Philosophy © All rights reserved. 2001-2010
    • 38. Questions?
      31
      Beyond Philosophy © All rights reserved. 2001-2010
      • qaalfa.dibeehi@beyondphilosophy.com
      • 39. kalina.janevska@beyondphilosophy.com
      • 40. colin.shaw@beyondphilosophy.com
      London Office: 0207-917-1717
      Atlanta Office: 1-678-638-6162

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