PEMM Overview Presentation


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PEMM Overview Presentation

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