HxRefactored - UnitedHealth Group Ryan Armbruster

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HxRefactored - UnitedHealth Group Ryan Armbruster

  1. 1. What Healthcare Has Forgotten! ! ! Ryan Armbruster! Vice President, Innovation! Director, Human Centered Design Studio! UnitedHealth Group! ! Human Centered Design Studio!
  2. 2. US Labor Productivity and Employment Growth by Sector! 1990-2010! Source: Kocher and Sahni, N Engl J Med 365;15. October 13, 2011
  3. 3. ! ! 2/3 feel negatively about their profession! ! Physicians Foundation Survey, 2013! ! ! 22% of their time on non- clinical paperwork! ! Physicians Foundation Survey, 2013! ! ! ! 1 takes his or her own life every day! ! Physicians Foundation Survey, 2013! ! ! 30% aged 35-49 plan to leave profession within 5 years! Urban Institute Study, 2012!
  4. 4. market-based innovation! technology-based innovation! needs-based innovation!
  5. 5. Why Caring Matters!
  6. 6. Key Drivers of “Likelihood to Recommend”! (R2=0.64)! Trust and Emotional Connection! 0.40! Costs! 0.17! Ease of Use! 0.14! Information and Communications! 0.11! Rating of Physician! 0.08!
  7. 7. ! ! “We care about people so they care about themselves”! - Rushika Fernadopulle, Founder & CEO! ! ! 48% reduction in ER visits ! 41% reduction in hospitalizations ! 15% reduction in healthcare costs! Higher net promoter scores than Amazon.com! ! ! ! !
  8. 8. ! Patients of doctors who score higher on the empathy scale have better clinical outcomes…! ! Less severe and shorter duration of colds! ! Improved cancer patient-reported outcomes of depression and quality of life! ! Lower rate of acute metabolic complications for diabetes patients! ! Better control of hemoglobin A1c and LDL-C for diabetes patients! ! Better recovery rates from depression!
  9. 9. How Can We Restore Caring?!
  10. 10. Helping people live healthier lives! Human Centered Design Studio!
  11. 11. 135,000 employees; 27,000 clinical professionals! Touch 90 million people! Connected to over 850,000 health professionals, 66,000 pharmacies, 5,900 hospitals, & 900 labs! Presence in all 50 states & internationally! $300 billion in billed health care claims managed annually! 24 million personal health records! 200 million claims and more than 1 million calls per day! 750 million transactions through portal and mobile apps annually! 19 years of data, covering 109 million people! Database with over 170 million unique individuals! More than 1 million house calls per year!
  12. 12. ! Projects! Using design to create a wide range of solutions that help people…! ! •  Achieve a healthy weight! •  Have healthier pregnancies! •  Find the best medical resource! •  Avoid or manage diabetes! •  Feel better about their health insurance! •  Have a better physician visit! •  Optimize their healthcare spending and benefits! ! ! Education! Providing online and in person HCD learning experiences! ! Workshops! Infusing projects with a rapid burst of design perspective! ! ! ! Advising! Helping people understand when and how to apply HCD methods!
  13. 13. 31% improvement in satisfaction! ! 74% improvement in trust! ! 24% improvement in effort! ! 90% net promoter score!
  14. 14. Caring! is the ultimate expression of design ! in healthcare.!
  15. 15. Thank you.! ! @ryanarmbrusterx! ! Ryan Armbruster! Vice President, Innovation! Director, Human Centered Design Studio! UnitedHealth Group! ! Human Centered Design Studio!

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