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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.

Healthcare research-presentation Presentation 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
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