Healthcare research-presentation

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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

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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.
  • Healthcare research-presentation

    1. 1. A Get Well Card for Healthcare Sectors<br />Customer Experience Trend Tracker<br />Q1 2010 <br />
    2. 2. 1. Viewer Window<br />2. Control Panel<br />Beyond Philosophy © All rights reserved. 2001-2010<br />2<br />GoToWebinar Example Interface<br />
    3. 3. 3<br />Beyond Philosophy © All rights reserved. 2001-2010<br />The Beyond Philosophy Perspective<br />Customer Experience is all we do!<br />Thought leadership is our differentiator<br />Fourth book launched in September 2010<br />Offices in London, Atlanta with Partners in Europe & Asia<br />Links with <br />Academia<br />Focus on the emotional side of the Customer Experience<br />
    4. 4. 4<br />We are Proud to Have Helped Some Great Organizations…<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    5. 5. A Get Well Card for Healthcare Sectors<br />Customer Experience Trend Tracker<br />Q1 2010 <br />
    6. 6. Agenda<br />6<br />Beyond Philosophy © All rights reserved. 2001-2010<br />Introduction<br />The Cost-Health Outcome Balance<br />The Shift In Healthcare<br />The Artificial Divide in the Healthcare Experience<br />The Customer Experience Way<br />Recommendations<br />Q&A<br />
    7. 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“<br />In the USA, one-third of health care expenditures, about $700 billion or nearly 5% of GDP, did not improve health outcomes.  (Source: Congressional Budget Office, 2006 )<br />In the UK, projections show that the cost of the existing [NHS] system will almost double by 2026, yet without any improvement in the outcomes that could be achieved through radical reform. (Source: King’s Fund, 2010)<br />Healthcare = Koyaanisqatsi<br />7<br />
    8. 8. Ideal View of Healthcare<br />8<br />Perfect balance between outcomes and cost. Result:<br /><ul><li>Customer’s expectations are generally met
    9. 9. Customers feel value for money
    10. 10. Customers would be satisfied with the healthcare experience (regardless of ultimate health outcome)</li></ul>Health Outcomes<br />Healthcare Cost<br />
    11. 11. Actual State of Healthcare<br />9<br />Bettering health outcomes has generally meant increasing costs<br />3<br />Reducing spend has generally meant a negative effect on health outcomes<br />4<br />Cost and health Outcomes intimately linked, locked even<br />2<br />Health Outcomes<br />Healthcare Cost<br />$<br />$<br />$<br />Costs are unsustainable<br />1<br />
    12. 12. Customer Experience Trend Tracker Research<br />1,000 interviews<br />UK and USA <br />Online survey looking at the healthcare experience across four key touch points:<br />Physician/Primary healthcare provider<br />Hospital<br />Pharmaceutical Company<br />Health Insurer<br />10<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    13. 13. Expectations are not met for a sizable minority<br />11<br />Beyond Philosophy © All rights reserved. 2001-2010<br /> Are healthcare consumers’ expectations met?<br />Never or rarely met<br />Exceeded<br />39%<br />33%<br />Percent of Healthcare Consumers<br />28%<br />27%<br />23%<br />13%<br />13%<br />13%<br />Never or rarely met<br />Exceed-<br />ed<br />Never or rarely met<br />Never or rarely met<br />Never or rarely met<br />Exceed-<br />ed<br />Exceed-<br />ed<br />Exceed-<br />ed<br />Hospital Experience<br />Health Insurance<br />Experience<br />Physician Experience<br />Pharmaceutical Company Experience<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />
    14. 14. A large proportion of people do not feel they get what they pay for<br />12<br />Beyond Philosophy © All rights reserved. 2001-2010<br />How much value for money does the healthcare experience provide?<br />Less than paid for<br />More than paid for<br />40%<br />35%<br />33%<br />31%<br />Percent of Healthcare Consumers<br />21%<br />18%<br />15%<br />11%<br />Less than paid<br />for<br />Less than paid<br />for<br />Less than paid<br />for<br />Less than paid<br />for<br />More than paid for<br />More than paid for<br />More than <br />paid for <br />More than paid for<br />Health Insurance<br />Experience<br />Hospital Experience<br />Pharmaceutical Company Experience<br />Physician Experience<br />Value for money<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />
    15. 15. At least a third of healthcare consumers think it’s necessary to improve the healthcare experience<br />13<br />Beyond Philosophy © All rights reserved. 2001-2010<br />How necessary is it for the provider to improve the experience?<br />Extremely necessary<br />Not necessary at all<br />49%<br />45%<br />33%<br />34%<br />Percent of Healthcare Consumers<br />24%<br />18%<br />13%<br />10%<br />Extremely<br />Extremely<br />Extremely<br />Not at all<br />Not at all<br />Not at all<br />Extremely<br />Not at all<br />Hospital Experience<br />Health Insurance<br />Experience<br />Physician Experience<br />Pharmaceutical Company Experience<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />
    16. 16. Stories and Emotions<br />14<br />Beyond Philosophy © All rights reserved. 2001-2010<br />Don Berwick, Director, Medicare and Medicaid<br />Bridget Duffy, Dir, CE, Cleveland Clinic, formerly Dir. Of Empathy<br />Dr. Regina Benjamin, Surgeon General<br />“…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….”<br />“…at that moment I realised I had made a major mistake, I took her dignity from her….”<br />“…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…”<br />
    17. 17. Emotional Profile of the Healthcare Experience<br />15<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    18. 18. Emotional Engagement: NHS (UK) vs. “pay to play” (USA)<br />16<br />The top emotions evoked in the healthcare insurer experience by geography<br />USA<br />UK<br />Lt green shading = Positive emotions<br />Lt red shading = Negative emotions<br />12%<br />10%<br />8%<br />Percent of Healthcare consumers who selected the emotion as one of the top 3 evoked in the health insurer experience<br />6%<br />4%<br />2%<br />0%<br />Cared for<br />Trusting<br />Safe<br />Pleased<br />Interested<br />Stressed<br />Irritated<br />Disappointed<br />Valued<br />Annoyed<br />Happy<br />Neglected<br />Unhappy<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    19. 19. Solutions: Patient Centred Care has the Momentum<br />17<br />Point of Care<br />“..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.”<br />Medical Homes <br />“…an approach to providing comprehensive primary care... that facilitates partnerships between individual patients, and their personal providers, and when appropriate, the patient’s family."<br />Planetree Model<br />“…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.” <br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    20. 20. The Benefits from Patient-Centered Care<br />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)<br />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, <br />"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)<br />18<br />Beyond Philosophy © All rights reserved. 2001-2010<br />Without patient-centered care<br />Patient-centered care<br />
    21. 21. The Artificial Divide in the Healthcare Experience<br />19<br />Physicians &<br />Hospitals<br />Pharmaceuticals &<br />Insurers<br />Customer’s Healthcare Experience<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    22. 22. Poll Question<br />20<br />Healthcare consumer’s perception of healthcare providers’ importance in keeping them healthy <br />( the total sums to 100%)<br /> <br />Which provider do you think customers choose as the most important in keeping them healthy?<br />Hospital is most important<br />Physician is most important<br />Pharmaceutical Company is most important<br />Health Insurance Provider is most important<br />Share of role in keeping healthcare consumers healthy<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    23. 23. The Healthcare Experience Gap<br />21<br />Healthcare consumer’s perception of healthcare providers’ importance in keeping them healthy <br />( the total sums to 100%)<br />Share of role in keeping healthcare consumers healthy<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Hospital<br />Health Insurer<br />Pharmaceutical Company<br />Physician/ Primary Healthcare provider<br />Beyond Philosophy’s healthcare client’s perception<br />1<br />3<br />4<br />2<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    24. 24. The Healthcare Experience Gap<br />22<br />Healthcare consumer’s perception of healthcare providers’ importance in keeping them healthy <br />( the total sums to 100%)<br />29%<br />26%<br />Share of role in keeping healthcare consumers healthy<br />24%<br />21%<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Hospital<br />Physician/ Primary Healthcare provider<br />Health Insurer<br />Pharmaceutical Company<br />Beyond Philosophy’s healthcare client’s perception<br />1<br />3<br />4<br />2<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    25. 25. Emotional Wellbeing<br />23<br />Beyond Philosophy © All rights reserved. 2001-2010<br />Percent of healthcare experience that should be devoted to emotional wellbeing<br />24%<br />22%<br />19%<br />18%<br />Pharmaceutical<br />Health Insurer<br />Hospital<br />Physician/ Primary Healthcare provider<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />
    26. 26. Emotional Profiles: Pharmaceutical Company and Health Insurer<br />24<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    27. 27. Emotional Profiles: Physician and Hospital<br />25<br />Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    28. 28. The Benefits of the Customer Experience Way<br />26<br />1<br />2<br />Without patient-centered care<br />Patient-centered care<br />3<br />Customer Experience Way<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    29. 29. Differentiated<br />Managing wellbeing<br />Stage experiences<br />Treating the patient<br />Deliver<br />services<br />EMOTIONAL ENGAGEMENT<br />Treating the disease<br />Make<br />goods<br />Treating the obvious symptoms<br />Extract commodities<br />Undifferentiated<br />Same as <br />everybody else<br />More expensive<br />PRICING<br />Source: Welcome to the Experience Economy, Pine & Gilmore, HBR, July-August 1998<br />Customer Experience and Being Sick<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    30. 30. Chronic Illness<br />Interaction Monitor (based on Beyond Philosophy client engagements in Healthcare)<br />28<br />Healthy <br />Focus of most patient centered care approaches<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Oct<br />Nov<br />Dec<br />Sep<br />Hospital<br />Physician<br />Pharma<br />Insurer<br />Hospital<br />Physician<br />Pharma<br />Insurer<br />
    31. 31. Summary<br />29<br />Consumers experience healthcare as whole, not in discrete buckets.<br />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)<br />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.<br />The key to customer experience applications is an understanding of what drives emotional emotional involvement.<br />Beyond Philosophy © All rights reserved. 2001-2010<br />
    32. 32. Recommendations<br />30<br /><ul><li>Approximately 15% of your budget should be devoted to improving customers’ emotional wellbeing.
    33. 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. 34. Assess the experience you actually provide with an outside-in point of view. We typically use “Customer Mirrors” for this purpose.
    35. 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.</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.
    36. 36. Consider adopting the Planetree model.</li></ul>Pharmaceuticals<br /><ul><li>Look to take on a substantial role in the medical home.
    37. 37. Utilize your numerous interaction points to engage customers more directly.</li></ul>Health Insurers<br /><ul><li>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.</li></ul>Beyond Philosophy © All rights reserved. 2001-2010<br />
    38. 38. Questions?<br />31<br />Beyond Philosophy © All rights reserved. 2001-2010<br /><ul><li>qaalfa.dibeehi@beyondphilosophy.com
    39. 39. kalina.janevska@beyondphilosophy.com
    40. 40. colin.shaw@beyondphilosophy.com</li></ul>London Office: 0207-917-1717<br />Atlanta Office: 1-678-638-6162<br />

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