Patient Engagement and Patient Empowerment


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Patient Engagement and Patient Empowerment:
Greg Caressi, Frost & Sullivan Sr. VP, Healthcare & Life Sciences
View the full Analyst Briefing by visiting:

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Patient Engagement and Patient Empowerment

  1. 1. Patient Engagement and Patient Empowerment: Greg Caressi Sr VP, Healthcare & Life Sciences
  2. 2. 2 Health System Transformation A Variety of Healthcare Market and Information Technology Changes Are Converging Simultaneously The new platform for healthcare is automated, collaborative and focused on health and wellness as opposed to managing sickness Widespread Use of Information Technology Growing Adoption of Electronic Health Records Rise of Healthcare Consumerism Rise of Coordinated and Accountable Care Patients Take on More Financial Responsibility Stage 2 MU Requirements Source: Frost & Sullivan analysis.
  3. 3. 3 FAMILIES CONSUMER APPS PROVIDERS PAYERS EMPLOYERS MEDTECH VENDORS Consumer mHealth applications, quantified self, health information, analytics New era of collaboration and communication – patient is a member of the care team Supporting providers and consumers with access to health IT solutions and data Strongest center of influence – most impactful for changing behavior Building technology solutions designed to improve outcomes, collect data outside of clinical settings New emphasis on wellness programs and designing incentives to improve compliance Patient Engagement Is a Focus Across All Stakeholders Source: Frost & Sullivan analysis.
  4. 4. 4 What Do Consumers Value Most? • Breaking down “bricks and mortar” approach to healthcare • 24/7 access to personal health information via web portal • Ability to communicate with providers via email • Test results and other data delivered via mobile devices • Online scheduling and bill pay • E-visits   Convenience Engagement Personalization • Preference-based care vs. evidence-based care • Customized approach to communication • “Respect my wishes for privacy and security” High Tech and High Touch: The three attributes that are most valued by today’s consumer are convenience, engagement, and personalization. • Clear explanations of health problem • Content to help patients understand health status • Shared-decision making • “In the loop” – treat patient like a member of the healthcare team • “I want all my information in one place so my community has access” Source: Frost & Sullivan analysis.
  5. 5. 5 What are Consumers’ Biggest Pain Points About Interaction with Doctors? Source: Consumer Reports (2013), and Frost & Sullivan Gaps in communication, engagement, education, convenience, and respect are key pain points for American health consumers. 5.7 6.1 6.2 6.2 6.5 6.7 7.0 7.6 7.6 7.6 7.7 7.8 7.8 7.8 7.9 8.1 0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 Doctor discourages alternative treatments Must fill out many forms in waiting room Doctor won't renew prescription without visit Doctor takes notes on device, not looking at patient Inconvenient office hours Doctor too quick to recommend tests Hard to reach doctor by phone or email Issues discussed within earshot of other patients Side effects not fully explained Long wait for doctor in exam or waiting room Too-early discharge from hospital Billing disputes hard to resolve Hard to get quick appointment when sick Rushed during office visit Test results not communicated fast Unclear explanation of problem Note: Scores are based on a 10-point scale, with 10 seen as most annoying; N=1,000 Americans Americans’ Biggest Gripes During Doctor Visits, US, 2013
  6. 6. 6 Social Networks: Where Patients Are Empowered Social Networks • Patients flock to sites to share experiences and learn from others with similar conditions • Providers are putting their toe in the water – but for marketing, not engaging with patients or connecting patients to other patients Marketing Legal/Regulatory Public Relations What do people discuss online regarding health conditions? • Symptoms • Treatment options • Medications, side effects, etc. • Doctor-patient interaction • Emotional support What health conditions are discussed? • Breast cancer • Depression • Bipolar disorder • Arthritis • Cardiovascular disease • Fibromyalgia • Alzheimer’s diseaseSource: NM Incite, Frost & Sullivan analysis.
  7. 7. 7 Current Patient Portals an Inadequate Tool to Meet ACO Goals for Patient Engagement = Opportunities Engaging and individualized content and interactive modules that support behavior change Individualize outreach + communications based on patient preferences (phone vs email vs text) Platform to search and access content as patients seek health information Accessible via mobile devices Platform for mHealth applications clinicians will prescribe as part of the care plan Direct patient to the lowest credentialed caregiver Secure access to patient medical record Source: Frost & Sullivan analysis. Platform for organization of social media interactions among patient population within the ACO Leverages “intelligent tools” that can adapt, learn, support analytics, identify patterns, etc. Engagement platform to keep patient in the ACO system Schedule appointments, refill prescriptions, other self-service actions
  8. 8. 8 View the full Analyst Briefing by visiting: For More Information Jennifer Carson Corporate Communications (+1) 210.247.2450
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