FoC 2010 Consumers Stakeholder Slides - Prabhakar 10-7 ...

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FoC 2010 Consumers Stakeholder Slides - Prabhakar 10-7 ...

  1. 1. Healthcare System Stakeholders Presentation MGMT E -5520, Fall 2010 Instructors: Prof. David A. Shore & Prof. Eric D. Kupferberg Presented by: Timir Prabhakar Consumers
  2. 2. Contents • Healthcare Consumers • Consumers: – Interactions with other stakeholders – Their view of the Healthcare System – What Consumers want • Consumer sub-categories • Different zones of activities • Shift in Consumer groups size • Observation about Consumer stakeholder group • Impact of Consumers behavior to other stakeholders • Conclusions qhperform.com
  3. 3. Consumers as Stakeholder in the Healthcare System • Actual or potential recipient of health care • Consumers and Patients – Healthy people who “consume” certain health offerings (Consumers) – People with chronic health conditions (Patients) qhperform.com
  4. 4. Consumers in the “tragedy of the commons” No-control - At the mercy of the Insurance companies Complex Healthcare System Biased – Poor have no access to proper services No Trust, system not transparent Poor service, high costs and frustration
  5. 5. Consumer sub-categories • Content & Compliant • Sick & Savvy • Online & Onboard • Shop & Save • Out & About • Casual & Cautious qhperform.com Source - The Deloitte Center for Health Solutions
  6. 6. Consumer Activities in the Healthcare market qhperform.com Source - The Deloitte Center for Health Solutions
  7. 7. Profiles of the Six Healthcare Consumer Segments qhperform.com Source - The Deloitte Center for Health Solutions
  8. 8. Profiles of the Six Healthcare Consumer Segments… qhperform.com Source - The Deloitte Center for Health Solutions
  9. 9. Shift in Consumer groups size • Most traditional segment (Content & Compliant), the most alternative-leaning segment (Out & About), and the least engaged segment (Casual & Cautious) have declined slightly in size, • Small increases in the segments that are most active with respect to various reflections of consumerism (Sick & Savvy, Online & Onboard, Shop & Save) qhperform.com Source - The Deloitte Center for Health Solutions
  10. 10. Observations • Consumers compare services, quality and costs. • The health care market is not homogeneous – – Market is comprised of six unique segments 28% 44% 28% Traditionalists (Content & Compliant) Activists (Sick & Savvy, Online & Onboard, Shop & Save, and Out & About) Disengaged (Casual & Cautious) qhperform.com Source - The Deloitte Center for Health Solutions
  11. 11. Observations…. • Cost concerns change consumer behaviors • Consumers want holistic care & resources • Consumers embrace innovations that enhance self-care, convenience, personalization & control of their personal health information qhperform.com Source - The Deloitte Center for Health Solutions
  12. 12. Consumerism & key challenges for stakeholders in the system: Hospitals • Adapt to consumer demand for improved service, price transparency, integration of holistic care with conventional services, and demonstrated quality via publicly-reported outcomes • Transition from patient-oriented clinical models to consumer-focused models • Clinical services, deliver value to consumers • Price transparency • Transparency about quality, outcomes, adherence to evidence-based practices qhperform.com Source - The Deloitte Center for Health Solutions
  13. 13. Consumerism and key challenges for stakeholders in the system: Payers • Develop health plans and balance enrollees’ preferences for wide networks • Features like: lower premiums and out-of-pocket costs • Assist consumers in navigating the health system • Encourage healthy behaviors as a means of reducing costs • Focus on quality, cost and service • Satisfy price-driven segments, those looking basic coverage • Engage health plans with employers • Assist individuals in making clinical decisions, selections of providers and self-care qhperform.com Source - The Deloitte Center for Health Solutions
  14. 14. Consumerism and key challenges for stakeholders in the system: Companies • Assist consumers in medical adherence and healthier lifestyles • Create and sustain brand loyalty among users • Modify products according to consumer preferences • Innovative channels, and offer increased access qhperform.com Source - The Deloitte Center for Health Solutions
  15. 15. Consumerism and key challenges for stakeholders in the system: Govt • March 5, 2009, White House for efforts to rein in health care costs and expanding access to uninsured 46 million Americans • Help shift responsibility to consumers for self-care and adherence to treatment plans to reduce avoidable costs • Encourage consumer-centric innovations via oversight policies and regulations • Incentives to encourage healthy living for enrollees in government-sponsored programs • Make available tools and resources enrollees to assist in self-care, provider selection, health plan selection or use of monies for products and services qhperform.com Source - The Deloitte Center for Health Solutions
  16. 16. Conclusions • Consumers view Healthcare as poor, complex, and costly – in a way biased towards riches • Consumerism in health care is not a threat to stakeholders – only when stakeholders conclude that consumers are incapable of acting responsibly • Growing numbers of consumers want to be actively engaged qhperform.com Source - The Deloitte Center for Health Solutions
  17. 17. References • Medical Dictionary – http://medical-dictionary.thefreedictionary.com/health+care+consumer • Merriam-Webster Medical Dictionary • How do healthcare consumers process and evaluate comparative healthcare information? A qualitative study using cognitive interviews – Olga C Damman, Michelle Hendriks , Jany Rademakers, Diana MJ Delnoij and Peter P Groenewegen – http://www.biomedcentral.com/1471-2458/9/423 • 2009 Survey of Health Care Consumers: Key Findings, Strategic Implications – The Deloitte Center for Health Solutions – www.deloitte.com/centerforhealthsolutions • http://mi-10.com/ • The Other $700 Billion Question Can behavioral economics bail out the problems with healthcare spending? by Jennifer Robison http://gmj.gallup.com/content/111778/other-700-billion-question.aspx

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