Much progress has been made in leveraging technology to improve patient care and healthcare efficiency, but there is still a long ways to go. While adoption rates have steadily increased for a range of technologies, insufficient attention to integration, on-going service and support, training and security, often result in less than optimal outcomes. This situation is especially problematic for the hundreds of thousands of small and mid-size healthcare practices that may lack deep IT resources and expertise. Using CompTIA research and market intelligence, this Channel Bytes presentation will equip you with 5 key tips for selling IT products and services to the healthcare sector.

1. 20-Minute #ChannelByte
Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
5 Tips for Gaining
Traction in the
Healthcare IT Market

2. #1
Understand
the nuances of
the addressable
market

3. Sizing the Healthcare Market
Healthcare Establishments
6,166
Hospitals
*
162,140
Outpatient,
psychiatric,
nursing
homes, etc.
475,545
Offices of
physicians,
dentists
*does not include government hospitals, such as VA facilities
Opto-
metrist
offices
PT
offices
Mental
health
facilities
Dentist
offices
Physician
offices
Hospitals
4.5m
Healthcare Sector Employment
2.7m
943k
428k
140k
(aka the user base)
659k
Source: EMSI | U.S. Census

4. Top Strategic Priorities of Healthcare Providers
Reduce operational or overhead costs
Increase staff productivity
Implement/Improve workflow efficiencies
Grow practice/Find new revenue opportunities
1
2
3
4
5 Improve risk management and compliance
PATIENTCARE
PATIENTCARE
Possible solutions: cloud, managed print services
Possible solutions: mobility, collaboration/communication tools
Possible solutions: EHR, managed services
Possible solutions: analytics, marketing automation
Possible solutions: security, BC/DR
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

5. #2
Understand
how healthcare
providers
manage the IT
function and
find an opening

6. Healthcare Providers Mostly Satisfied with Their
Technology, but Room for Improvement Exists
32%
IT managed
exclusively
in-house
55%
Project-based
use of IT firms
22%
Managed
services
engagement
Healthcare Practices Management
of the IT Function
6%
27%
60%
6%
Dissatisfied
NET
Partly
satisifed,
partly
dissatisfied
Satisfied
NET
Very
satisfied
Mostly
satisfied
Contributing Factors to Dissatisfaction
- Learning curve with new devices, applications
- Mismatch of needs and expectations
- User experience
- Interoperability issues
- Reliability / inconsistency
Rating of Satisfaction with IT Systems,
Devices and Applications
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

7. Voice of the Customer [Healthcare Providers]
Examples of comments directed toward IT firms for how to improve
Speed Proactive /
Reliable
Specialized
Expertise
Education /
Listening
“Improved speed with
which they resolve
issues. Better ability to
keep software and
equipment up to date.”
“Reliability and a
more proactive
approach to
problems.”
“It would be helpful
if the IT/tech was
specialized in our
industry and more
familiar with the
changes and
demands that occur
quite frequently.”
“Better explanation of
what is being done and
education regarding the
equipment.”
“The IT staff are
generally very efficient,
but it would help if they
would listen more to
needs of users.”
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

8. #3
EHR
opportunities
shifting from
deployment to
optimization

9. EHR Adoption Makes Headway
34%
48%
23%
30%
2011 2013
78%
57%
EHR Adoption Among
Office-based Physicians
Source: CDC/NCHS National Ambulatory Medical Care
survey, Electronic Health Records survey
Basic EHR
More
Comprehensive
EHR
27%
34%
40%
NET better
About as expected
NET worse
Rating of EHR
Implementation Process
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

10. Improving EHR Satisfaction Rates
32%
37%
45%
55%
57%
58%
Meaningful use assurances
Better remote access and mobility features
More training
Greater interoperability with other systems
Faster
Easier to use/Less complex
Other Mentions:
Tailored more towards needs of physicians; Scalability; Lower operational costs; Ability to add features;
Lower investment in infrastructure (e.g. servers); Better security and data protection
57%
“We understood and
accepted changes to
workflow”
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

11. Healthcare Providers Perceptions of Most Challenging
Aspects of Stage 1 Meaningful Use
Capability to exchange key clinical information among providers
Maintaining up-to-date problem list of current or active diagnoses
e-Prescribing
Patient clinical visit summary
1
2
3
4
5 Clinical decision support
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

12. #4
mHealth is here:
build out the
right toolbox to
take advantage
of opportunities

13. mHealth Moves from Concept to Reality
49% 50% 46%
35%
12%
7%
Laptop PCs Smartphones Tablets
Some Staff Using All Staff Using
Tablet Usage Among Healthcare
Providers
Doing
Already
Plan to
Start
Doing
Medical or healthcare related apps 56% 26%
Business productivity (e.g. email, scheduling,
accessing information, etc.)
52% 26%
Mobile access to EMR/EHR 45% 31%
Displaying information to patients
(e.g. X-ray or MRI)
35% 31%
Communicating with patients 31% 26%
Medical accessories (e.g. iStethoscope,
"lab-on-a-chip", etc.)
15% 26%
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Healthcare Provider Usage

14. Mobility Solutions to Help the Progression Towards
Optimization
- Curated App Stores
- Custom App Development
- Cloud Integration Solutions
- Mobile Application Management (MAM)
- Mobile Security & Data Loss Prevention
- Risk Management and Compliance
- Mobile print
- Service and support
- Mobile Device Management (MDM)
- Mobile Virtualization
- Infrastructure
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

15. #5
Despite sluggish
progress,
communications
opportunities
poised for growth

16. Changing Dynamics of how Healthcare Providers
Communicate with Patients
84% of healthcare providers rate improving communications with patients a high or mid-level priority
7%
17%
18%
20%
26%
29%
34%
43%
Videoconferencing / Video chat
Online appointment scheduling
Web portal for patients to view medical records
Text message reminders of appointments
Social networking
Email reminders of appointments
Allowing patients to email or text questions
Website for patients to access forms, directions
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

17. Telehealth Comes to Life?
15%
44%
59%
Actively following developments
Casually following developments
Not following
Healthcare Provider Self-report following
of Telehealth Developments
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study

18. Thank You
Tim Herbert
therbert@comptia.org
@timjherbert
20-Minute #ChannelByte