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PEMM Overview Presentation


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  • 1. Patient/Physician Experience Maturity Model (PEMM) Overview
  • 2. Table of Contents
    • PEMM Approach
    • Consumerism Adoption Challenges
    • Consumerism Benefits
    • Conclusion
  • 4. Patient Experience Maturity Model
  • 5. Level 1. Transacting Characteristics
    • Event or Episode Driven (e.g. pneumonia)
    • Communications segregated by Function
    • Marketing via Mass Media
    • Informational Web presence
    • Retail Bricks and Mortar
    Care Management Relationship Management Consumer Experience
    • Segmented
    • Multiple Handoffs
    • Referrals
    • Authorizations
    • Reactive
    • By Venue
    • Non-clinical data not
    • shared or captured
    • “ They meet my
    • immediate needs and are
    • convenient.”
    Business Impact
    • Limited new business opportunities
    • Lost share across lifetime expenditures
    • Unable to leverage exposure to Consumerism
  • 6. Level 2. Aligning Characteristics
    • Information provided for education
    • Consumer interactions grouped and managed
    • Communities around conditions and lifestyles
    • Focus on service excellence in key transactions
    • Care coordinated across practices
    Care Management Relationship Management
    • Care teams organized
    • Reduced wait times and
    • increased access
    • Test results and
    • medications are available
    • on an online personal
    • health record
    • Centralized Scheduling
    • Non-clinical data captured
    • and shared across venues
    • Consumer portal
    Business Impact
    • Brand loyalty improving
    • Reinforced current market share
    • Positioned to expand offerings
    Consumer Experience
    • “ They are my reliable
    • information source and offer
    • online support communities.”
    • “ They provide me with basic
    • self-service convenience.”
    • “ They enable me to track
    • my personal health
    • information electronically.”
  • 7. Level 3. Enabling Characteristics
    • Increased eCommerce capabilities
    • Secure Messaging to care providers
    • Online Retail Presence
    • Portal Home Established
    Care Management Relationship Management
    • Disease State Mgmt
    • support
    • Integrated EMR across
    • care venues
    • Integration with PHRs
    • PRM Center
    • Online account mgmt
    • Integration with EMR
    • and PHR
    Business Impact
    • Expansion of retail capabilities
    • Costs savings through electronic transactions
    • Relationship expanded beyond ‘episodes’
    • Increased market competitiveness
    Consumer Experience
    • “ They are really easy for
    • me to work with and
    • have a one-stop shop to
    • help me manage my
    • healthcare.”
  • 8. Level 4. Expanding Characteristics
    • Data Driven
    • Relevant patient data available enterprise-wide
    • Patient needs anticipated - proactive
    • High level of commerce-based integration
    Care Management Relationship Management
    • Decision Support
    • integrated with EMR,
    • PHR and PRM
    • Comprehensive Care
    • Plan management
    • program
    • Proactive management of
    • consumer through
    • predictive model events
    • Family and relationship
    • models
    Business Impact
    • Higher level of Brand Loyalty
    • Increased revenue through commerce expansion
    • Expanded service offerings to consumers
    • interested in my health system
    Consumer Experience
    • “ They treat me as an
    • individual and provide a
    • comprehensive personal
    • healthcare experience
    • that I trust.”
  • 9. Level 5. Empowering Characteristics
    • Informative, commerce-based, collaborative
    • community
    • Interactions are personalized
    • Ability to create local, evidence-based care
    • delivery models
    Care Management Relationship Management
    • Personalized messaging
    • across venues
    • Full cross-selling
    • Empowered consumers
    • of healthcare aligned
    • with care givers
    Business Impact
    • Maximizing share of healthcare spend
    • Ability to expand outside of current market share
    • Strong Patient and Provider Loyalty
    Consumer Experience
    • “ They make me feel at
    • home.”
    • “ I am an empowered
    • consumer of healthcare
    • services.”
    • Full support for Medical
    • Home or Integrated
    • Practice Units
    • Home based device
    • integration to EMR
  • 10. Supporting Technology
  • 11. Consumerism Adoption Challenges
  • 12. Consumerism Adoption Challenges
    • What a Consumer WANTS vs. what a Consumer NEEDS
    • Access and transparency to a variety of healthcare specific information points (i.e. Quality, Cost, Choice)
    • Ability to customize the healthcare experience by selecting those items wanted/needed by understanding the options available
    • Ability to drive behavior (i.e. Outcomes) vs. volume and visits
    • Becoming the trusted source/source of truth of information around the care delivery process for a consumer
    • The ability to connect the whole delivery of care process from multiple sources and areas into a single consumer centric viewpoint
  • 13. Consumerism Adoption Challenges (Cont.)
    • According to a survey of hospital chief information officers, the most significant barriers to implementing IT in 2007 were the following:
      • Lack of financial support (20%)
      • Lack of staffing resources(16%)
      • Vendors’ inability to effectively deliver products (15%)
    • A significant gap exists between what services consumers expect and what they receive from their physicians. Nearly 80% of consumers are interested in gaining access through their doctor to an integrated medical record that combines information about all of their test results, doctor visits and hospital stays.
    • Three out of four consumers want physicians to provide online services to schedule appointments, exchange e-mail, get test results and access medical records.
  • 14. Consumerism Benefits
  • 15. Benefits of Consumerism
    • Maximizing share of healthcare spend
    • Ability to expand outside of current market share
    • Strong Patient and Provider Loyalty
    • Higher level of Brand Loyalty
    • Increased revenue through commerce expansion
    • Expanded service offerings to consumers interested in my health system
  • 16. Conclusion
  • 17. Benefits of Consumerism
    • Consumers are driving a change in the way they purchase/access healthcare services
    • Quality and Cost are becoming more a commodity issue versus the Nonclinical offerings
    • The Health System that is interested in empowering their patients will continue to retain these people
    • Consumers are increasingly being directed/selected to Health Systems that manage the whole continuum of care programs around disease state management
    • Health Systems that adopt consumerism elements will also drive incremental revenue and associated delivery cost savings
  • 18. Where do we go from here?
    • How are you responding to shifts in Consumer behavior?
    • Are you at risk of being ‘Commoditized’?
    • How will you differentiate your organization from the competition?
    • Do you want to strengthen you patient loyalty?
    • How can you reposition your organization with your target market?
    • Are you looking to expand business opportunities?
    • What is your Plan?
  • 19. Perficient Approach
    • Perficient has developed an approach to help Providers REDEFINE and EXPAND their Patient (Consumer) Physician relationships
    • PEMM Strategy – Patient/Physician Experience Maturity Model
      • Creates a vision for Organization
      • Aligns business and technology
      • Measures progress
      • Focuses Organization
    • Stay out of the Weeds!