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A Get Well Card for Healthcare Sectors<br />Customer Experience Trend Tracker<br />Q1 2010 <br />
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“<br />In the USA, one-third of health care expenditures, about $700 billion or nearly 5% of GDP, did not improve health outcomes. (Source: Congressional Budget Office, 2006 )<br />In the UK, projections show that the cost of the existing [NHS] system will almost double by 2026, yet without any improvement in the outcomes that could be achieved through radical reform. (Source: King’s Fund, 2010)<br />Healthcare = Koyaanisqatsi<br />7<br />
Ideal View of Healthcare<br />8<br />Perfect balance between outcomes and cost. Result:<br /><ul><li>Customer’s expectations are generally met
Customers would be satisfied with the healthcare experience (regardless of ultimate health outcome)</li></ul>Health Outcomes<br />Healthcare Cost<br />
Actual State of Healthcare<br />9<br />Bettering health outcomes has generally meant increasing costs<br />3<br />Reducing spend has generally meant a negative effect on health outcomes<br />4<br />Cost and health Outcomes intimately linked, locked even<br />2<br />Health Outcomes<br />Healthcare Cost<br />$<br />$<br />$<br />Costs are unsustainable<br />1<br />
Recommendations<br />30<br /><ul><li>Approximately 15% of your budget should be devoted to improving customers’ emotional wellbeing.
Keep track of the difference in the perception of the experience between healthy and unhealthy customers. Especially in their positive and negative emotional experiences.
Assess the experience you actually provide with an outside-in point of view. We typically use “Customer Mirrors” for this purpose.
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.</li></ul>Physicians<br /><ul><li>Don’t be hostile to the outstretched hand of the pharmaceutical company and health insurers in their honest efforts to care for the patient.</li></ul>Hospitals<br /><ul><li>Be conscious of patients’ emotional needs in addition to their medical ones.
Consider adopting the Planetree model.</li></ul>Pharmaceuticals<br /><ul><li>Look to take on a substantial role in the medical home.