New Ideas on the Future of Healthcare at WebVisions PDX

New Ideas on theFuture of Healthcare:the Role of UX Elizabeth Bacon WebVisions Portland May 17, 2012

Background Liz Bacon 1998-1999 MuseAll 1999-2002 Cooper 2002-2007 St. Jude Medical 2007-2011 Devise 2012-now Providence Health & Services IxDA Director/Vice-President, 2007-2010 WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Sorry, but healthcare IS broken “Healthcare is broken. ... We have set up a delivery system that is fragmented, unsafe, not patient- centered, full of waste, and unreliable. Despite the best efforts of the workforce, we built it wrong. It isnt built for modern times." * • Many good insights for how to fix our system in “The Healing of America: A Global Quest for Better, Cheaper, and Fairer Health Care” by T.R. Reid • Rise of alternative (“complementary”) care * Dr. Donald Berwick (who oversaw Medicare & Medicaid) as quoted by Richard Anderson at http://riander.blogspot.com/ WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Healthcare’s new goal: patient engagement & activation • Results suggest that improved behaviors follow on increased activation* (a measure of engagement) • We can’t “motivate behavior change”—instead, we facilitate behavior change ** “Teachable moments” Where we usually reside * from Health Services Research publications by Judith Hibbard, et al. such as http:// www.ncbi.nlm.nih.gov/pmc/articles/PMC1955271/ ** from Dr BJ Fogg, Director of Persuasive Tech Lab at Stanford University, as presented at Healthcare Experience Design conference on March 27, 2012 WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Engagement with what? • With one’s self, first and foremost • Healthcare system needs to treat the whole self, across all our life contexts • Digital channels are key cost-effective, modern way to extend the reach of care delivery system • We have to reach and activate people wherever they are, whenever they act WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Accountable care services • New business model being explored by delivery systems and encouraged by government regulation • Moving from fee-for-(face-to-face)-service to fee-for- quality-outcomes demands greater efficiency at scale "Quality of life happens to be the element that is most important in motivating people to deal with an illness." * • Shift talk from “patient”/“consumer” to “person” * Noreen Clark, director of the Center for Managing Chronic Disease at the University of Michigan, as quoted in “The Simple Idea That Is Transforming Health Care” http://online.wsj.com/article/SB10001424052702304450004577275911370551798.html WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

From transactions to engagement • 21st century * business models must evolve from systems of records and transactions to systems of engagement * http://www.dachisgroup.com/2011/06/moving- beyond-systems-of-record-to-systems-of- engagement/ WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Strategic interaction framework for healthcare • Well-integrated framework for healthcare is a blended model – Transactions ≈ e-commerce – Engagement ≈ social media WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Points of light PPACA (aka Obamacare): individual mandate could carry system towards accountable care services (increased focus on whole-person wellness) and universal healthcare (gasp!) Health Data Initiative: HHS dept. unleashing the chaotic power of innovation on health-related data (increased need for informatics) Healthcare Experience Design: & conferences that show design thinking to healthcare decision makers WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Get involved, designers, please! The healthcare industry needs you! WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

Let’s keep talking! @ebacon liz@deviseconsulting.com dHealth is coming... WebVisions Portland 2012Elizabeth Bacon New Ideas on the Future of Healthcare

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New Ideas on the Future of Healthcare at WebVisions PDX

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