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How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One?

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CPA Conference August 12-14, 2015
Patient-Centred Healthcare. Experienced. Differently.

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How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One?

  1. 1. How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One? Dr Avnesh Ratnanesan (Avi) CEO Energesse
  2. 2. Patient-Centred Healthcare. Experienced. Differently. Customer Analytics and Insights Patient-Centred Strategy and Innovation Patient Experience Solutions Introduction
  3. 3.  3Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Agenda  The State of the Australian Healthcare ‘Ecosystem’  Major Challenges from White Paper  Future Solutions for Healthcare  Transform Service/Business Models via Customer & Patient Centricity  Learnings and Recommendations
  4. 4.  4Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Understanding the Healthcare ‘Ecosystem’ Federal Government State Government & Public Hospitals Patient/Consumer Not-for- Profit Aged Care Research & Academia Private Sector – PC & Hospitals © 2015 Energesse
  5. 5.  5Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Journey through ecosystem is interdependent Federal Government State Government & Public Hospitals Eleanor Not-for- Profit Aged Care Research & Academia Private Sector – PC & Hospitals © 2015 Energesse
  6. 6.  6Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Thought Leaders Across Health Ecosystem
  7. 7. The State of Australian Healthcare
  8. 8.  8Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse 6th Australia — Health Outcomes
  9. 9.  9Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group OECD Health Expenditure
  10. 10.  10Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group © 2015 Energesse Australia — Well-Being Outcomes 45th
  11. 11.  11Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group © 2015 Energess Health Sustainability – Cost Growth
  12. 12. Major Challenges in Australian Healthcare
  13. 13.  13Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse Epidemics of Modern Lifestyles
  14. 14.  14Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Grattan Institute Report, adapted from The Conversation 24 April 2013 © 2015 Energesse Rising Costs of Medical Complexity
  15. 15.  15Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Inequities in Access to Care © 2015 Energesse
  16. 16.  16Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse and Palladium Group 6 Major Challenges Leading to a Self-Propagating “Vicious Cycle”
  17. 17.  17Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse
  18. 18. Opportunities for Solutions
  19. 19.  19Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Address the 6 Challenges and Transform the Vicious Cycle into a Virtuous Cycle © 2015 Energesse
  20. 20.  20Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse
  21. 21.  21Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Align Funding with Vision © 2015 Energesse
  22. 22.  22Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Comparative Cost-Effectiveness across Healthcare
  23. 23.  23Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Focus on Prevention and Well-being (Reduce hospitalisations) © 2015 Energesse
  24. 24.  24Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Enhance Trust to Integrate Care across Pathways and Stakeholders
  25. 25.  25Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Most Important Reform by 2020 © 2015 Energesse Change how success is incentivised: Provider Activities ≠ Patient Outcomes
  26. 26.  26Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Case Study : GP Clinic — “Did Not Attend’s” (DNA’s) © 2015 Energesse
  27. 27.  27Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Patient Emotion Analysis Frustration Map – GP Appointments © 2015 Energesse Customer Intangible Needs Under-served Over-served Customer Tangible Needs Under-servedOver-served caring advice convenience efficiency flexibilitycost risk control respect thoroughness privacy competence
  28. 28.  28Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Changing the Pathway: Patient-Centric Appointment-Setting © 2015 Energesse “See how I’m in control?” “Now you take control” Result: 40% reduction in DNAs
  29. 29.  29Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Patient/Customer Experience - Lead indicator of Performance Analysing Emotions and Frustrations
  30. 30.  30Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Map Frustrations to Customer/Patient Pathway Identify Safety & Quality Issues Early via front line perspective
  31. 31.  31Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Patient Reported Outcomes in Hospitals © 2015 Energesse www.hscic.gov.uk/proms
  32. 32. Health Analytics & Insights – Major Capability Focus Cost ($) Time Cost Savings + Improved ROI 70-80%20-30% Research Data Implement Projects Analyse Insights Develop Strategies Improved Insights - Understand WHY
  33. 33.  33Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Case Studies : Patient-Centred Health Systems © 2015 Energesse Canterbury Multi Purpose Service Agencies (Rural Australia) http://www.kingsfund.org.uk/sites/files/kf/field/field_publication_file/quest-integrated-care-new-zealand-timmins-ham-sept13.pdf
  34. 34.  34Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group Principles for Sustainable, Patient Centred Care Principles Indicative Frameworks and Tools Insights (Research/Data) 1. Define Vision, Strategy and Objectives Stakeholder Co-Creation Balance Scorecard Patient & Customer Outcomes Activity & Efficiency metrics 2. Understand Patient Experience (PX) Across Eco- system Patient Journey Mapping (Functional and Emotional) Stakeholder and Patient Feedback & Surveys 3. Align Leadership, Culture and Change Management Co-creation platforms to assess mindsets and engage patients in design and decision-making Patient Insights Staff Attitudes Engagement Surveys 4. Implement Systems and Capabilities for PX Understand and close gaps in data/insights/implementation Surveys and Responsive tools for Multi-channels (e.g., Call Centres, Social Media) 5. Adapting Strategies from Ongoing Insights Balance Scorecard Customer Innovation Design Tools Management insights Subject Matter Experts Financial metrics 6. Apply PX to Products, Services & Programs Customer Innovation Design Tools Lean Startup Internal Communications Processes Performance metrics for channels, products and services. © 2015 Energesse
  35. 35.  35Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group 1. Consider holistic Health Ecosystem, rather than own silo 2. Use patient-centred strategies to drive transformation 3. Measure and incentivise outcomes, rather than activity, where possible 4. Grow capability in customer/patient analytics & insights for more cost-effective solutions to problems 5. Patient experience - lead indicator of performance Key Learnings © 2015 Energesse
  36. 36. For a complimentary copy SMS 0438 614 233 (name, email) avnesh@energesse.com

CPA Conference August 12-14, 2015 Patient-Centred Healthcare. Experienced. Differently.

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