Healthcare Strategists Good For What Ails You 042011

463 views

Published on

My presentation for Healthcare Experience Design Conference April 2011 in Boston.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
463
On SlideShare
0
From Embeds
0
Number of Embeds
18
Actions
Shares
0
Downloads
29
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Healthcare Strategists Good For What Ails You 042011

  1. 1. Personal Healthcare Strategists: Good for What Ails You 4.11.11 Jerilyn Maclaren-Hall Experience Design Strategist and Account DirectorMISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  2. 2. The Patient Experience is a challenge we are all faced with – regardlessof what role we play in that experience. MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  3. 3. Look Complicated? Initial Schedule Prep for Office Diagnosis & Billing Pick up Follow up Contact Appointment Patient Visit Visit Treatment Procedures scripts Visit Calls Chooses Office Visit Go to hospital Speak with Picks Up Doctor Date/Time for tests, Insurance Script receive Company results Pulls Info Coordinates Coordinates Coordinates Coordinates From/Updates Coordinates Pick-up/ Post-Service Calls Scheduling/ Details Updates System Billing Updates System Billing CRM Patient System Generates Reminder Routes Print Materials Print Billing Print Final Connect to the Calls From Customer Info Invoice Sales DepartmentLegend: Patient Doctor’s Office Hospital Pharmacy Health Insurance Company Electronic Medial Record (EMR) MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  4. 4. At best, the experience of managing our health is disjointed… SUCCESS? Not So Much MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  5. 5. The Patient Universe is both over and underwhelmed with resources… Doctor’s OfficePatient SupportSystem Hospital or Medical Institution Health Insurance Pharmacy Company MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  6. 6. But what if we looked at the patient (and healthy person) experienceholistically? Doctor’s Office Health Insurance Co Pharma Pharmacy MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  7. 7. [Enter Healthcare Strategist]Someone who can bring everyone to a shared understanding of who the patientis and what he/she is trying to accomplish…   Manage multiple health-related scenarios (and, most likely, work with more than one HCP)   Ensure coverage through the payer   Stay on-top of health and treatment programs   Keep the support network in the loop and engaged   Stay healthy! (and out of the doctor’s office) MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  8. 8. The job of our healthcare strategist would be to help us navigate thelayers of the health management onion… MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  9. 9. Remember Our Touch Point Diagram…How many views of the patient do you see? Doctor’s OfficePatient SupportSystem Hospital or Medical Institution Health Insurance Pharmacy Company MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  10. 10. What about now? MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  11. 11. Of course, this raises some very real questions…1.  Is there a difference between patient owned vs. patient centered? Even patients use these phrases interchangeably, but a deeper dive shows this is more because of need than necessity.2.  What is the appropriate level of accountability for each stakeholder in the patient experience continuum? Opposing goals around health management have lead to low patient trust in the current “actors” being the right people to “fix” anything.3.  Who “owns” or “leads” a healthcare management program? Fear of how shared information would be used by the current “actors” in the patient continuum add yet another barrier to true collaboration4.  What role can technology play? The current way we manage patient and health related information doesn’t lend itself to having a “single view of the patient”. MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees
  12. 12. Jerilyn Maclaren-HallExperience Design Strategist & Account Directoremail: jmaclarenhall@misicompany.comConnect with me on LinkedIn:http://www.linkedin.com/in/jmmaclarenhallSee my blog entries here:http://www.misicompany.com/xdblog/index.php/author/jmaclarenhall/Follow me on Twitter: <jmmaclarenhall> and <MisiCompany>THANK YOU ! MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees

×