0
Health, Not Health Care:
Why Disruptive Innovation is Needed
Douglas L. Wood, MD
Medical Director, Center for Innovation
w...
©2011 MFMER | 3110267- 3
“The problems that exist in the world
today cannot be solved by the same
level of thinking that c...
The Health Care Problem
Is not a lack of innovation in
the Science of Medicine.
Mayo Clinic Center for Innovatio
The Health Care Problem
It is the need for innovation
in the Design Decisions we
make around Care Delivery.
Is not a lack ...
©2011 MFMER | 3110267- 6
Spectrum of
I N N O V A T I O N
Doing what we
do today, better
Sustaining
Comfort Zone
Developing...
©2011 MFMER | 3110267- 7
©2011 MFMER | 3110267- 8
Business Models & Innovation
Find ways to create better experiences for
customers. The experience...
©2011 MFMER | 3110267- 10
Definition of Innovation
Center for Innovation
©2011 MFMER | 3110267- 11
©2010 MFMER
Mission – CENTER FOR INNOVATION
Transforming
the delivery and
experience of
health a...
©2011 MFMER | 3110267- 12
©2011 MFMER | 3110267- 13
“The mission of design
thinking is to translate
observations into insights
and insights into ser...
“Design is a funny word. Some
people think design means how it
looks. But it’s really how it works.”
Steve Jobs
©2011 MFME...
Always Be There For Me.
Mayo
Practice
When I Need
to Come to You
Connected
Care
Health &
Wellbeing
Innovation
Accelerator
...
©2011 MFMER | 3110267- 17
What is Our Philosophy?
THINK
BIG
Start
small
Move
Fast
Center for Innovation
©2011 MFMER | 3110267- 18
Incubators
Government
Payers
Providers
Health Systems
Communities
Academia
Industry
-Retail
-Pha...
Human Centered
Design
Implementing
Transitioning ownership to
an operational home
Scanning & Framing
Examining world trend...
Mayo Clinic Center for Innovation
What we’ve learned about People…
• People’s definition of health is more
than just clini...
Insights
What we’ve learned about the System…
• Poor design and usability in
electronic systems and piece-work
fixes to sy...
Insights
What we’ve learned about Clinic Roles…
• We have many roles for medical care
but few to support Health.
• Not eve...
Connecting the dots of the patient journey is important and needs to be considered
Seeing Services as Patients Do
Face to ...
© 2013 MFMER
CFI Learnings to Drive Future Vision
Most primary care
visits do not
require an MD;
the patient does
not have...
Expanding Primary Care capacity by simply adding physicians and nurse practitioners will
be inefficient and ineffective
• ...
1DEFINE
2ASSESS
3STRATIFY 4ENGAGE
5MANAGE
Tailored Interventions
—
Disease / Case Management
—
Care Coordination
—
Health ...
To remain competitive, the Mayo outpatient practice needs to reduce costs by 30%
while improving the patient experience an...
© 2013 MFMER
Reframing our View
NOT Authority but UNDERSTANDING
NOT Health care but HEALTH
NOT Hospital but HOME
NOT Costs...
©2012 MFMER | slide-35
wood.douglas@mayo.edu
Discussion
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, ...
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Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, Center for Innovation, Mayo Clinic

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Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, Center for Innovation, Mayo Clinic

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Transcript of "Health IT Summit in Chicago 2014 – Keynote presentation “Health not Health Care” with Douglas Wood, MD, Medical Director, Center for Innovation, Mayo Clinic"

  1. 1. Health, Not Health Care: Why Disruptive Innovation is Needed Douglas L. Wood, MD Medical Director, Center for Innovation wood.douglas@mayo.edu ©2011 MFMER | 3110267- 1 iHT2 June, 2014
  2. 2. ©2011 MFMER | 3110267- 3 “The problems that exist in the world today cannot be solved by the same level of thinking that created them.” Albert Einstein
  3. 3. The Health Care Problem Is not a lack of innovation in the Science of Medicine. Mayo Clinic Center for Innovatio
  4. 4. The Health Care Problem It is the need for innovation in the Design Decisions we make around Care Delivery. Is not a lack of innovation in the Science of Medicine. Mayo Clinic Center for Innovation
  5. 5. ©2011 MFMER | 3110267- 6 Spectrum of I N N O V A T I O N Doing what we do today, better Sustaining Comfort Zone Developing what we will be doing tomorrow Disruptive Risk Taking Center for Innovation
  6. 6. ©2011 MFMER | 3110267- 7
  7. 7. ©2011 MFMER | 3110267- 8 Business Models & Innovation Find ways to create better experiences for customers. The experiences should result in enduring relationships between your customers and your organization. Ultimately, customers are the only relevant judges of your business model.
  8. 8. ©2011 MFMER | 3110267- 10 Definition of Innovation Center for Innovation
  9. 9. ©2011 MFMER | 3110267- 11 ©2010 MFMER Mission – CENTER FOR INNOVATION Transforming the delivery and experience of health and health care
  10. 10. ©2011 MFMER | 3110267- 12
  11. 11. ©2011 MFMER | 3110267- 13 “The mission of design thinking is to translate observations into insights and insights into services and products that will improve lives. …design thinking is human- centered innovation…” Tim Brown, Change by Design
  12. 12. “Design is a funny word. Some people think design means how it looks. But it’s really how it works.” Steve Jobs ©2011 MFMER | 3110267- 14
  13. 13. Always Be There For Me. Mayo Practice When I Need to Come to You Connected Care Health & Wellbeing Innovation Accelerator When You Can Come to Me When I Never Knew I Needed You And Help Me Understand and Apply Innovation to My Work
  14. 14. ©2011 MFMER | 3110267- 17 What is Our Philosophy? THINK BIG Start small Move Fast Center for Innovation
  15. 15. ©2011 MFMER | 3110267- 18 Incubators Government Payers Providers Health Systems Communities Academia Industry -Retail -Pharma -Technology -Food -Energy
  16. 16. Human Centered Design Implementing Transitioning ownership to an operational home Scanning & Framing Examining world trends and unmet user needs to frame opportunities; Aligning with Mayo strategy Experimenting Understanding user needs to define and refine concepts Prototyping Iterating and validating tangible models Mayo Clinic Center for Innovation
  17. 17. Mayo Clinic Center for Innovation What we’ve learned about People… • People’s definition of health is more than just clinical stats, it’s about being there for the people they love. • People are dissatisfied when we don’t know their story and who they are. • Cost is one of the greatest fears in health care, people will avoid interacting with the system until they absolutely must. • People have reasons for what they do, even if it’s not what we’d like them to do. Insights
  18. 18. Insights What we’ve learned about the System… • Poor design and usability in electronic systems and piece-work fixes to systemic problems have created a lot of waste. • Protocols have been allowed to turn patient conversations into checklists, which undermines our ability to build trusted relationships with patients. • We tend to give up on people when they aren’t compliant with our view of what is important. Mayo Clinic Center for Innovation
  19. 19. Insights What we’ve learned about Clinic Roles… • We have many roles for medical care but few to support Health. • Not everyone needs to see an MD. The role of NPs and RNs could be significantly optimized • Trusted, non-licensed personnel from the community are an untapped resource for new roles in a population health model. Mayo Clinic Center for Innovation
  20. 20. Connecting the dots of the patient journey is important and needs to be considered Seeing Services as Patients Do Face to Face Telephone Paper Web email Video Text Orient me Diagnose me Support meTreat me Educate me Follow / Guide me Patients’ service perspective is not siloed: multiple needs, multiple touch points, multiple channels Patients experience healthcare service as a journey, the coordination to their need impacts their perception of the brand. Rhythm of connection – the need to be real Regardless of what channel might most efficiently provide for a patient’s need, there will come a moment in which they want to connect with someone in person. This point differs for everyone and needs to be considered. Built space as a key touch point Technology can be intimidating and a visit to the doctor can be stressful, scary, and perceived as invasive. The cool and the commonplace Once the extraordinary becomes ordinary patients will most likely be less forgiving of any impedance introduced by technology. Mayo Clinic Center for Innovation
  21. 21. © 2013 MFMER CFI Learnings to Drive Future Vision Most primary care visits do not require an MD; the patient does not have complex or unusual conditions. Mayo Clinic Center for Innovation
  22. 22. Expanding Primary Care capacity by simply adding physicians and nurse practitioners will be inefficient and ineffective • Over 461 with Mayo Family Clinic Kasson • 839 with Baldwin Family Medicine C-Hall 1300+ 7+ This enables care team panel sizes to expand from 3000 to 7500 patients weeks of experiments patients seen Always Be There For Me… When I Need to Come to You Experiment Components + Team colocation + Team huddles + Patient visit goals worksheet + Right level of care at each appointment + Warm hand-offs to maintain relationships + Process measures • 12 Days with Mayo Family Clinic Kasson • 5 Weeks with Baldwin Family Medicine C-Hall ©2013 MFMER | 3283946-28 Mayo Clinic Center for Innovation
  23. 23. 1DEFINE 2ASSESS 3STRATIFY 4ENGAGE 5MANAGE Tailored Interventions — Disease / Case Management — Care Coordination — Health Risk Management — Health Promotion / Wellness Meeting patients where they are …physically home | school | work | shopping | in the clinic …in the way that works best for them email | text | internet | phone | video | face-to-face
  24. 24. To remain competitive, the Mayo outpatient practice needs to reduce costs by 30% while improving the patient experience and enhancing quality This allows us to bring the right patients for the right care at the right time and adapt when necessary Always Be There For Me… When I Need to Come to You 200+ hours of observation in the practice 35 ethnographic interviews with people 150+ future trends identified Initial Experiment Families + Pre-visit Question Sets + SmartSpace + microCONSULTS + Shared Medical Appointments + Customized Education + Remote Recheck + Flexible Day ©2013 MFMER | 3283946-31 Mayo Clinic Center for Innovat
  25. 25. © 2013 MFMER Reframing our View NOT Authority but UNDERSTANDING NOT Health care but HEALTH NOT Hospital but HOME NOT Costs but AFFORDABILITY NOT Patients but PEOPLE
  26. 26. ©2012 MFMER | slide-35 wood.douglas@mayo.edu Discussion
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