SSG decoded key differences between long standing insured and new ACA Exchange consumer, which could improve relationships and retention with current new ACA enrollees.
This document provides information about continuing education credits for pharmacists, nurses, dietitians, and other health professionals for completing an article on health literacy. It specifies the number of continuing education credits awarded (1.0 hour or 0.1 CEU) and the time period during which professionals can claim the credits upon completing an online post-test and evaluation. The learning objectives aim to enhance understanding of health literacy, its link to clinical outcomes, and how to adapt health information to increase patient comprehension.
Presentation of intravalley health for patient experience & satisfaction surveysModupe Sarratt
Intravalley Health strives to provide quality care for patients but faces challenges in measuring patient experience and satisfaction. Regulations from CMS, HIPAA, and ACA dictate medical procedures and policies that can negatively impact the patient experience by being too rigid. For example, a patient was denied a prescription refill due to missing a follow-up appointment, though she felt no additional care was needed. To improve care, Intravalley Health must understand how regulations influence patient experiences and make policies more flexible to accommodate patient needs.
The document discusses customer satisfaction and service marketing in hospitals, noting that patient satisfaction is a key metric and is impacted by factors like quality of care, cleanliness, wait times, and communication. It also outlines that hospitals must provide both clinical excellence and high levels of customer satisfaction to remain competitive. Customer satisfaction can be improved through availability and accessibility of services, affordability, promotion, and ensuring quality of care and staff.
Boosting Patient Responsibility Collection
Is your billing team maximizing collections? We shared Some important tips to improve patient collections and boost practice revenue.
Read Here: https://www.medicalbillersandcoders.com/blog/boosting-patient-responsibility-collection/
To know more about our medical billing services contact us at info@medicalbillersandcoders.com/ 888-357-3226
#boostingpatientresponsibility #patientresponsibilitycollection #improvepatientcollections #medicalbilling #boostpracticerevenue #medicalbillingservices #RCM #rcmservices #rcmprocess
The document provides information about verifying recipient eligibility for Florida's Statewide Medicaid Managed Care Long-Term Care Program (SMMC LTC). It emphasizes the importance of accurately checking if a recipient is enrolled in a Long-term Care plan and eligible for services on the date of service before rendering care. It outlines new aid categories for Medicaid Pending and loss of eligibility periods, and how to identify these on eligibility verifications. Providers are instructed to always contact the recipient's Long-term Care plan for authorization and claims submission if they are enrolled.
This document provides information about Medicare Annual Wellness Visits (AWVs). It summarizes the requirements and reimbursement amounts for initial and subsequent AWVs. While AWVs provide an opportunity for personalized prevention plans and improved health outcomes, only 11% of eligible patients participated in 2013, leaving $3.8 billion unclaimed. The document suggests companies like Vitamin C can help practices improve AWV utilization and claims rates through patient engagement and education.
This document provides information about continuing education credits for pharmacists, nurses, dietitians, and other health professionals for completing an article on health literacy. It specifies the number of continuing education credits awarded (1.0 hour or 0.1 CEU) and the time period during which professionals can claim the credits upon completing an online post-test and evaluation. The learning objectives aim to enhance understanding of health literacy, its link to clinical outcomes, and how to adapt health information to increase patient comprehension.
Presentation of intravalley health for patient experience & satisfaction surveysModupe Sarratt
Intravalley Health strives to provide quality care for patients but faces challenges in measuring patient experience and satisfaction. Regulations from CMS, HIPAA, and ACA dictate medical procedures and policies that can negatively impact the patient experience by being too rigid. For example, a patient was denied a prescription refill due to missing a follow-up appointment, though she felt no additional care was needed. To improve care, Intravalley Health must understand how regulations influence patient experiences and make policies more flexible to accommodate patient needs.
The document discusses customer satisfaction and service marketing in hospitals, noting that patient satisfaction is a key metric and is impacted by factors like quality of care, cleanliness, wait times, and communication. It also outlines that hospitals must provide both clinical excellence and high levels of customer satisfaction to remain competitive. Customer satisfaction can be improved through availability and accessibility of services, affordability, promotion, and ensuring quality of care and staff.
Boosting Patient Responsibility Collection
Is your billing team maximizing collections? We shared Some important tips to improve patient collections and boost practice revenue.
Read Here: https://www.medicalbillersandcoders.com/blog/boosting-patient-responsibility-collection/
To know more about our medical billing services contact us at info@medicalbillersandcoders.com/ 888-357-3226
#boostingpatientresponsibility #patientresponsibilitycollection #improvepatientcollections #medicalbilling #boostpracticerevenue #medicalbillingservices #RCM #rcmservices #rcmprocess
The document provides information about verifying recipient eligibility for Florida's Statewide Medicaid Managed Care Long-Term Care Program (SMMC LTC). It emphasizes the importance of accurately checking if a recipient is enrolled in a Long-term Care plan and eligible for services on the date of service before rendering care. It outlines new aid categories for Medicaid Pending and loss of eligibility periods, and how to identify these on eligibility verifications. Providers are instructed to always contact the recipient's Long-term Care plan for authorization and claims submission if they are enrolled.
This document provides information about Medicare Annual Wellness Visits (AWVs). It summarizes the requirements and reimbursement amounts for initial and subsequent AWVs. While AWVs provide an opportunity for personalized prevention plans and improved health outcomes, only 11% of eligible patients participated in 2013, leaving $3.8 billion unclaimed. The document suggests companies like Vitamin C can help practices improve AWV utilization and claims rates through patient engagement and education.
This document discusses strategies for engaging healthcare providers in disease management programs when they are also participants, or "members", of those programs. It notes some challenges like maintaining boundaries and roles when providers interact with colleagues. Some effective strategies identified include acknowledging the provider-member's background, allowing input on care plans, using evidence-based guidelines, and having clinical representatives conduct informational sessions for provider-members. Peer support from other provider-members is also suggested. Training and clear communication are important to properly manage these dual provider-member relationships.
How to Become a Counselor for Substance Abuserssubstanceabuse
Today there are many people who are engaged into abusing substances, and helping them is the problem of most parents. With the help of social workers who have substance abuse certification, they will be able to help these abusers through counseling. These individuals help in providing the abusers the necessary aid and support so that they can overcome their addiction with substances.
Robert Wood Johnson University Hospital in New Jersey has received several awards and national recognition for its clinical quality and patient safety. It was ranked #36 for heart surgery, #40 for cancer, and #50 for respiratory disorders by U.S. News & World Report in 2009. The hospital also strives to improve customer satisfaction and address any issues cited in surveys. It implemented a patient voice feedback system and employee engagement initiatives to better understand customer concerns. These efforts have helped improve satisfaction scores and the hospital has continued to receive quality awards such as the Malcolm Baldrige National Quality Award.
The document provides information about continuing education requirements for CHES/MCHES credential holders. It includes a CHES/MCHES card with an identification number and expiration date to be used for registration and identification purposes. It encourages credential holders to earn 15 continuing education contact hours per year to meet the 75 hour recertification requirement over 5 years. A variety of options are available for earning continuing education hours, such as conferences, journal articles, online programs, presentations, courses, and publications. Contact information and the NCHES website are provided for more details on policies and approved programs.
This document provides an overview of Medicare and insurance options from Boone Insurance Associates. It defines key terms like deductible and coinsurance. It describes the main parts of Medicare including Part A for hospital coverage, Part B for medical coverage, Part C for Medicare Advantage plans, and Part D for prescription drug coverage. It also outlines some options for supplemental coverage through Medigap plans. The document discusses factors to consider when analyzing and choosing a health insurance plan, and lists the different enrollment periods for making changes.
This document discusses how training home health aides on chronic disease care can help grow a home care agency's business. Chronic diseases like cancer, diabetes and heart disease are major causes of disability and death in the US. While common, these diseases are manageable with proper care at home. However, many home care agencies lack training on caring for specific chronic conditions. By implementing a training program to educate aides on the unique needs of different chronic diseases, an agency can improve client care, reduce hospitalizations, and expand its client reach, helping the business to grow.
This webinar discusses how to be compliant and engaging in member communications for healthcare organizations. The agenda includes introductions, key findings from a 2019 health insurance report, and a presentation from guest speaker Professor Christopher Trudeau on connecting with members while complying with regulations through clear communication. The document provides background on the speaker and outlines tips for integrating health literacy into communications to improve customer experience and reduce organizational risk.
This document discusses the transition from fee-for-service to value-based care models in Medicare. It outlines CMS's timeline which requires 50% of Medicare payments to be through value-based arrangements by 2018. This shift necessitates new models of coordinated care across settings to achieve the triple aim of improved health outcomes, lower costs, and better patient experiences. The document also discusses the need for providers to enhance patient education and engagement to help consumers better understand and navigate the healthcare system as deductibles increase and more financial responsibility shifts to patients.
Learning from marketing rapid development of medication messages that engage...LydiaKGreen
The document describes a study that partnered healthcare researchers with advertising professionals to develop advertising-style messages to encourage patients with chronic kidney disease to discuss medication options with their doctors. They aimed to assess the feasibility of this partnership approach and test whether the messages would be acceptable and effective. The teams created 11 initial messages, tested them with patients and doctors via surveys, refined 5 messages, and conducted focus groups to identify the 3 most persuasive messages. Focus group feedback suggested the approach could be acceptable if used to support patient-provider relationships and had an evidence base, and that messages were more motivating if they elicited personal identification and clear understanding.
This document summarizes a case study about quality and performance at Robert Wood Johnson University Hospital. It discusses the hospital's background and national recognition for clinical quality. Customer satisfaction is important for quality healthcare and is measured through metrics like successful surgeries and how patients are treated by staff. In 2004, the hospital was cited for poor quality regarding a lack of effective patient feedback systems. However, it has since implemented solutions like an anonymous online patient feedback tool called Patient Voice and employee engagement programs to improve quality and patient satisfaction. The hospital has won several quality awards including the Malcolm Baldrige National Quality Award in 2004.
This document provides a summary of evidence on the impact of patient-centered medical homes (PCMHs) and primary care innovations on cost and quality from 2013-2014. It finds that PCMH interventions are associated with modest improvements in quality of care and reductions in utilization and costs. It also discusses challenges in evaluating PCMHs and outlines opportunities to further integrate primary care with other specialties and engage consumers. The future of the PCMH relies on continued financial support, training interprofessional teams, harnessing technology, and partnering with patients and communities.
This document contains guidelines for the Patient-Centered Medical Home (PCMH) and PCMH-Neighbor programs run by Blue Cross Blue Shield of Michigan (BCBSM). It outlines 14 domains of function that practices must meet capabilities for, such as patient registries, performance reporting, care management, and coordination of care. The document provides details on the required capabilities within each domain, interpretive guidelines, and requirements for verification site visits. It also addresses how specialists can partner with primary care practices through the PCMH-Neighbor program to better coordinate care for shared patients.
Presentation by Gary Langer on research on patient engagement and primary care redesign in California's safety-net clinics, produced from 2011-14 in partnership with Blue Shield of California Foundation, at the Clinic Leadership Institute, San Francisco, California, June 15, 2015.
Patient Access POS Collections Training Section 1Bob Stearnes
The document provides an overview of different types of health insurance in the United States. It discusses that Medicare is a federal program for aged and disabled individuals that covers hospital and physician costs. Medicaid is also a federal program administered by state governments that provides health insurance for indigent persons. Commercial health insurance can be purchased directly or through employers and usually requires monthly premiums and various out-of-pocket costs. Managed care plans make up the largest type of commercial health insurance and typically designate a primary care physician.
Patient experience is closely related to clinical effectiveness and safety. Organizations that are more patient-centered have better outcomes. Improved communication between doctors and patients leads to greater medication compliance and self-management of chronic conditions. Anxiety and fear can delay healing. While terms like "experience" and "satisfaction" are sometimes used interchangeably, they actually refer to different concepts - experience refers to aspects of care, satisfaction is an evaluation of feelings, and outcomes refer to the effect on quality of life. There are information gaps around patient experience in pathways of care, community services, social care, and specific clinical conditions.
The document discusses how the healthcare industry is being transformed by connected health technologies and changing consumer expectations. It notes that consumers now demand more convenient, transparent, and personalized healthcare experiences similar to top retailers. This is forcing health insurers to evolve into companies that focus on building loyal relationships with customers and partners. New technologies allow insurers to gather more data about individuals and better understand their needs in order to provide improved care, drive better outcomes, and enhance experiences. However, these technologies also require advanced security to protect sensitive medical information.
Five years in, and the Affordable Care Act continues to command conversation in the benefits landscape. Industry players are still scrambling to implement new provisions, keep healthcare costs down, create infrastructure to support new reporting requirements, and develop new payer, provider and care delivery models.
This has, in turn pushed the respective hands of health plans, who have had to change their strategies to fit both the consumerization of insurance and the standards set forth under the ACA.
With end-users in the forefront, health plans must take the strategy implemented 15 years ago with the rise of the internet, and push the marketing and communication initiatives into overdrive to gain and retain customers.
Health plans are shifting their mentality and communication, ant the best of the best are putting time, money, and energy into literacy and new business initiatives.
To simplify, a health plan needs to put the consumer at the center of every decision it makes.
However, in order to plan, communicate, and effectively market to consumers, your health plan must know the consumer, the technology, and the future.
If you’re looking to grow your health plan, we have just released a new guide to help your health plan leverage trends in the post-reform consumer marketplace.
In our latest whitepaper, we share the keys to success for health plans, including the following:
Consumer Trends: Top 5 Healthcare Executive Consumer Strategy Points, Today’s Healthcare Consumers: Six Types of Consumers You Need to Know, Millennial Consumers Special Report
Technology Trends: Big Data, Administration Technology, Payment Technology, mHealth and more.
Future Trends: Accountable Care Organizations, The Future of Telehealth, Continues Rise of Private Exchanges
All of this, and insights on how to make it work for your health plan.
Download this detailed guide, Health Plans: Your Guide to Leveraging Trends in the Post-Reform Consumer Marketplace, free from the Healthcare Trends Institute.
http://www.evolution1.com/health-plans-your-guide-to-leveraging-trends-in-the-post-reform-consumer-marketplace.html
This slideshow presents best practices, lessons learned, and policy recommendations around covering Georgia's uninsured. It is based on a review of the open enrollment period for the Health Insurance Marketplace that ran from fall 2014 to winter 2015 and includes findings from interviews with enrollment assisters and other community partners.
The Future of Personalizing Care Management & the Patient ExperienceRaphael Louis Vitón
Actionable segmentation model findings - by Raphael Louis Vitón & Dream team of industry experts, physicians and leaders from Blue Cross, GEHealthCare, RingLeaderVentures, Maddock Douglas, Dr.Daniel Friedland, etc working on improving health outcomes by Personalizing the Care Management business model for Better Outcomes & Better Economics (through patient empowerment)
As the Affordable Care Act takes effect, health insurance companies will have to design and implement new healthcare models to keep up with the new consumer population.
This document discusses strategies for engaging healthcare providers in disease management programs when they are also participants, or "members", of those programs. It notes some challenges like maintaining boundaries and roles when providers interact with colleagues. Some effective strategies identified include acknowledging the provider-member's background, allowing input on care plans, using evidence-based guidelines, and having clinical representatives conduct informational sessions for provider-members. Peer support from other provider-members is also suggested. Training and clear communication are important to properly manage these dual provider-member relationships.
How to Become a Counselor for Substance Abuserssubstanceabuse
Today there are many people who are engaged into abusing substances, and helping them is the problem of most parents. With the help of social workers who have substance abuse certification, they will be able to help these abusers through counseling. These individuals help in providing the abusers the necessary aid and support so that they can overcome their addiction with substances.
Robert Wood Johnson University Hospital in New Jersey has received several awards and national recognition for its clinical quality and patient safety. It was ranked #36 for heart surgery, #40 for cancer, and #50 for respiratory disorders by U.S. News & World Report in 2009. The hospital also strives to improve customer satisfaction and address any issues cited in surveys. It implemented a patient voice feedback system and employee engagement initiatives to better understand customer concerns. These efforts have helped improve satisfaction scores and the hospital has continued to receive quality awards such as the Malcolm Baldrige National Quality Award.
The document provides information about continuing education requirements for CHES/MCHES credential holders. It includes a CHES/MCHES card with an identification number and expiration date to be used for registration and identification purposes. It encourages credential holders to earn 15 continuing education contact hours per year to meet the 75 hour recertification requirement over 5 years. A variety of options are available for earning continuing education hours, such as conferences, journal articles, online programs, presentations, courses, and publications. Contact information and the NCHES website are provided for more details on policies and approved programs.
This document provides an overview of Medicare and insurance options from Boone Insurance Associates. It defines key terms like deductible and coinsurance. It describes the main parts of Medicare including Part A for hospital coverage, Part B for medical coverage, Part C for Medicare Advantage plans, and Part D for prescription drug coverage. It also outlines some options for supplemental coverage through Medigap plans. The document discusses factors to consider when analyzing and choosing a health insurance plan, and lists the different enrollment periods for making changes.
This document discusses how training home health aides on chronic disease care can help grow a home care agency's business. Chronic diseases like cancer, diabetes and heart disease are major causes of disability and death in the US. While common, these diseases are manageable with proper care at home. However, many home care agencies lack training on caring for specific chronic conditions. By implementing a training program to educate aides on the unique needs of different chronic diseases, an agency can improve client care, reduce hospitalizations, and expand its client reach, helping the business to grow.
This webinar discusses how to be compliant and engaging in member communications for healthcare organizations. The agenda includes introductions, key findings from a 2019 health insurance report, and a presentation from guest speaker Professor Christopher Trudeau on connecting with members while complying with regulations through clear communication. The document provides background on the speaker and outlines tips for integrating health literacy into communications to improve customer experience and reduce organizational risk.
This document discusses the transition from fee-for-service to value-based care models in Medicare. It outlines CMS's timeline which requires 50% of Medicare payments to be through value-based arrangements by 2018. This shift necessitates new models of coordinated care across settings to achieve the triple aim of improved health outcomes, lower costs, and better patient experiences. The document also discusses the need for providers to enhance patient education and engagement to help consumers better understand and navigate the healthcare system as deductibles increase and more financial responsibility shifts to patients.
Learning from marketing rapid development of medication messages that engage...LydiaKGreen
The document describes a study that partnered healthcare researchers with advertising professionals to develop advertising-style messages to encourage patients with chronic kidney disease to discuss medication options with their doctors. They aimed to assess the feasibility of this partnership approach and test whether the messages would be acceptable and effective. The teams created 11 initial messages, tested them with patients and doctors via surveys, refined 5 messages, and conducted focus groups to identify the 3 most persuasive messages. Focus group feedback suggested the approach could be acceptable if used to support patient-provider relationships and had an evidence base, and that messages were more motivating if they elicited personal identification and clear understanding.
This document summarizes a case study about quality and performance at Robert Wood Johnson University Hospital. It discusses the hospital's background and national recognition for clinical quality. Customer satisfaction is important for quality healthcare and is measured through metrics like successful surgeries and how patients are treated by staff. In 2004, the hospital was cited for poor quality regarding a lack of effective patient feedback systems. However, it has since implemented solutions like an anonymous online patient feedback tool called Patient Voice and employee engagement programs to improve quality and patient satisfaction. The hospital has won several quality awards including the Malcolm Baldrige National Quality Award in 2004.
This document provides a summary of evidence on the impact of patient-centered medical homes (PCMHs) and primary care innovations on cost and quality from 2013-2014. It finds that PCMH interventions are associated with modest improvements in quality of care and reductions in utilization and costs. It also discusses challenges in evaluating PCMHs and outlines opportunities to further integrate primary care with other specialties and engage consumers. The future of the PCMH relies on continued financial support, training interprofessional teams, harnessing technology, and partnering with patients and communities.
This document contains guidelines for the Patient-Centered Medical Home (PCMH) and PCMH-Neighbor programs run by Blue Cross Blue Shield of Michigan (BCBSM). It outlines 14 domains of function that practices must meet capabilities for, such as patient registries, performance reporting, care management, and coordination of care. The document provides details on the required capabilities within each domain, interpretive guidelines, and requirements for verification site visits. It also addresses how specialists can partner with primary care practices through the PCMH-Neighbor program to better coordinate care for shared patients.
Presentation by Gary Langer on research on patient engagement and primary care redesign in California's safety-net clinics, produced from 2011-14 in partnership with Blue Shield of California Foundation, at the Clinic Leadership Institute, San Francisco, California, June 15, 2015.
Patient Access POS Collections Training Section 1Bob Stearnes
The document provides an overview of different types of health insurance in the United States. It discusses that Medicare is a federal program for aged and disabled individuals that covers hospital and physician costs. Medicaid is also a federal program administered by state governments that provides health insurance for indigent persons. Commercial health insurance can be purchased directly or through employers and usually requires monthly premiums and various out-of-pocket costs. Managed care plans make up the largest type of commercial health insurance and typically designate a primary care physician.
Patient experience is closely related to clinical effectiveness and safety. Organizations that are more patient-centered have better outcomes. Improved communication between doctors and patients leads to greater medication compliance and self-management of chronic conditions. Anxiety and fear can delay healing. While terms like "experience" and "satisfaction" are sometimes used interchangeably, they actually refer to different concepts - experience refers to aspects of care, satisfaction is an evaluation of feelings, and outcomes refer to the effect on quality of life. There are information gaps around patient experience in pathways of care, community services, social care, and specific clinical conditions.
The document discusses how the healthcare industry is being transformed by connected health technologies and changing consumer expectations. It notes that consumers now demand more convenient, transparent, and personalized healthcare experiences similar to top retailers. This is forcing health insurers to evolve into companies that focus on building loyal relationships with customers and partners. New technologies allow insurers to gather more data about individuals and better understand their needs in order to provide improved care, drive better outcomes, and enhance experiences. However, these technologies also require advanced security to protect sensitive medical information.
Five years in, and the Affordable Care Act continues to command conversation in the benefits landscape. Industry players are still scrambling to implement new provisions, keep healthcare costs down, create infrastructure to support new reporting requirements, and develop new payer, provider and care delivery models.
This has, in turn pushed the respective hands of health plans, who have had to change their strategies to fit both the consumerization of insurance and the standards set forth under the ACA.
With end-users in the forefront, health plans must take the strategy implemented 15 years ago with the rise of the internet, and push the marketing and communication initiatives into overdrive to gain and retain customers.
Health plans are shifting their mentality and communication, ant the best of the best are putting time, money, and energy into literacy and new business initiatives.
To simplify, a health plan needs to put the consumer at the center of every decision it makes.
However, in order to plan, communicate, and effectively market to consumers, your health plan must know the consumer, the technology, and the future.
If you’re looking to grow your health plan, we have just released a new guide to help your health plan leverage trends in the post-reform consumer marketplace.
In our latest whitepaper, we share the keys to success for health plans, including the following:
Consumer Trends: Top 5 Healthcare Executive Consumer Strategy Points, Today’s Healthcare Consumers: Six Types of Consumers You Need to Know, Millennial Consumers Special Report
Technology Trends: Big Data, Administration Technology, Payment Technology, mHealth and more.
Future Trends: Accountable Care Organizations, The Future of Telehealth, Continues Rise of Private Exchanges
All of this, and insights on how to make it work for your health plan.
Download this detailed guide, Health Plans: Your Guide to Leveraging Trends in the Post-Reform Consumer Marketplace, free from the Healthcare Trends Institute.
http://www.evolution1.com/health-plans-your-guide-to-leveraging-trends-in-the-post-reform-consumer-marketplace.html
This slideshow presents best practices, lessons learned, and policy recommendations around covering Georgia's uninsured. It is based on a review of the open enrollment period for the Health Insurance Marketplace that ran from fall 2014 to winter 2015 and includes findings from interviews with enrollment assisters and other community partners.
The Future of Personalizing Care Management & the Patient ExperienceRaphael Louis Vitón
Actionable segmentation model findings - by Raphael Louis Vitón & Dream team of industry experts, physicians and leaders from Blue Cross, GEHealthCare, RingLeaderVentures, Maddock Douglas, Dr.Daniel Friedland, etc working on improving health outcomes by Personalizing the Care Management business model for Better Outcomes & Better Economics (through patient empowerment)
As the Affordable Care Act takes effect, health insurance companies will have to design and implement new healthcare models to keep up with the new consumer population.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect responsiveness, convenience, and a good customer experience from their healthcare providers just as they do from other industries. The document summarizes research finding that patients are as likely to switch doctors or hospitals as they are hotels if they don't get good service. It also notes that consumers want quick appointments, convenience, cost transparency, and will pay more for services they value. The document concludes that providing a better customer experience will help healthcare providers improve patient loyalty and financial performance.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
Consumers have limited loyalty to healthcare providers and are open to switching primary care physicians. Younger consumers especially lack loyalty, with over 60% of those aged 18-44 willing to switch. Providers need to develop trust and deliver value through personalized communications and programs that meet consumer needs and preferences in order to build stronger engagement and loyalty. Consumers are looking for convenient access, rewards for healthy behaviors, and guidance on managing costs. Sharing fitness and shopping data with providers could also improve health if used to benefit consumers. However, most consumer engagement currently is limited, through phone contact alone.
The document discusses the importance of healthcare companies transforming relationships with customers to build trust through more relevant and engaging interactions. It summarizes research finding doctors are the most trusted source of health information, while insurers lag far behind. It proposes three strategies for healthcare companies: 1) Develop insight into each customer using data to understand their needs and motivations. 2) Connect with customers through personalized messaging targeted to their interests and delivered via preferred channels. 3) Build experiences through consistent, engaged relationships maintained across customers' journeys.
1) Health insurance literacy refers to an individual's ability to understand health insurance plans, choose the best plan for their needs, and use their plan once enrolled. Most consumers have low health insurance literacy.
2) A new tool was developed in 2014 to measure health insurance literacy levels. Studies using this tool found that three-quarters of consumers were confident in their insurance knowledge but few could accurately calculate costs.
3) To improve health insurance literacy, clear information and education materials need to be developed to help consumers understand insurance basics like premiums, deductibles, networks and exceptions. Many free resources are now available online.
The Big Five Patient Engagement Strategies that Drive SuccessHealth Catalyst
For healthcare providers facing growing competition and growing expectations from patients, a robust patient engagement strategy is essential. There are five key factors that healthcare leaders must consider in order to be successful.
The Medicare Advantage Value-Based Insurance Design (VBID) Model team at the Center for Medicare and Medicaid Innovation (CMMI) and national leaders participated in a discussion around pathways for addressing food and nutritional insecurity at webinar event of our Health Equity Incubation Program on Thursday, March 31, 2022, from 3:00-4:30 PM ET.
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Painsolver is a clinical decision support tool designed to improve healthcare outcomes for low back pain. It addresses limitations in how patient care is currently managed by providing evidence-based guidance, integrating recommendations into workflows, and promoting shared decision making between providers and patients. The tool aims to help organizations and providers succeed under emerging pay-for-performance models by enhancing outcomes and reducing costs over a patient's lifetime. Vertelogics believes Painsolver can help providers and organizations not just survive but thrive as the healthcare system shifts its focus to outcomes-based reimbursement.
What Causes Trust Issues for Patients in Healthcare – Practice BuildersPracticeBuilders2
Building and maintaining trust among patients in the medical field is a continuous process that calls for a variety of strategies. Healthcare providers may foster an atmosphere of trust, dependability, and compassion in 2024 and beyond by tackling the underlying reasons for trust difficulties and adopting a patient-centric style of care. https://www.practicebuilders.com/blog/healthcare-trust-issues-in-patients/
1. Digital health can help drive engagement
2. Access: People love convenience and connectivity.
3. Mobile interfaces: health information and tools when they need it and are most motivated to connect.
4. Digital engagement: delivery of information in a more cost-effective way
5. Data Capture: assessment tools and tracking of participant behavior
2023 Medicaid Recertification Consumer Survey from Media LogicMedia Logic
As part of our ongoing series of healthcare consumer surveys, Media Logic’s Consumer In Sight research team surveyed Medicaid members ages 26-74 who may be impacted by this redetermination. We asked questions about how they make decisions about Medicaid, their knowledge of Medicaid and Medicaid-related renewals and more. Our results show widespread unawareness of the ongoing recertification process.
This document summarizes key differences between third party administrators (TPAs) and administrative services only (ASO) divisions for self-funded health plans. TPAs offer more customized plan options and flexibility compared to ASOs, which are limited to parent company plan designs and provider networks. TPAs also have more innovative reimbursement structures and capture more detailed plan and member data than ASOs. While ASOs aim to meet parent company objectives, TPAs take a more personalized approach focused on client service and plan performance. Overall, TPAs provide employers with more options to design plans tailored to their specific needs and interests.
Similar to 5 distict differences in aca exchange new insuredv cs final (20)
The document discusses the multicultural economy outlook for 2018. Some key points:
- Employment and personal income are increasing for multicultural segments while declining for white non-Hispanics. As a result, multicultural segments now account for 100% of new upscale households and 36% of new affluent households in the US.
- While multicultural consumers' personal finances are healthy, their confidence in the future direction of the US economy has been declining, especially among African Americans. However, they remain more resolved than white non-Hispanics to invest in home improvements and purchases.
- The multicultural economy is projected to reach $4.6 trillion in 2018, growing at twice the rate of
U.S. Marketers are quickly shifting growth priorities among multicultural (MC) segments, especially since the White Non-Hispanic (WNH) segment has been declining since 2016. The MC economic outlook for 2018 looks remarkably powerful for several reasons:
• The Employment-Participation rate is higher than WNH and continues to step up, especially for Hispanics
• Unemployment rate is at record lows for all MC segments
• Personal Income has continued to increase for all MC segments while it has slowed down for WNH.
This past year marked a turning point for the White Non-Hispanic population which declined for the first time ever, 10 years before the U.S. Census projection. Multicultural segments made up 100% of U.S. Population growth last year according to recently released 2016 ACS. While U.S. population growth is slowing overall, Multicultural segments are driving the expansion of the U.S. consumer base making up 4 in 10 Americans with Hispanics continuing to drive half of the entire U.S growth and the Other/Mixed Race segment delivering the fastest growing. Looking to the future, the Multicultural population in the U.S. is projected to reach 131 million in 2018. This tipping point is causing many marketers to reconsider with which segments to lead their growth efforts.
Latina Millennials show distinct nuances versus their Non-Hispanic White counterparts. Latina Millennials are more upwardly mobile, they show higher environmental consciousness, they are more likely to play and work hard, they are more collective minded yet individualistic, and closely guard how their Latino culture is passed on to the next generation. Moreover, Latina Millennials are more introspective, more concerned about healthier lifestyles, and more focused on how they reflect their confidence through beauty. Not surprisingly, the study found that Latina Millennials also build stronger family bonds, are more digitally connected and have higher trust of the internet.
Santiago Solutions Group conducted a statistical analysis of a consumer survey to identify differences between Millennial Latinas and non-Hispanic white women. They found that Millennial Latinas have stronger aspirations to advance their social and financial status, are more environmentally friendly, have a strong work ethic balanced with enjoying leisure activities, value both individualism and collective benefit, strongly preserve their culture while remaining open to other cultures. The differences identified through statistical analysis were supported by insights from qualitative research among Millennial women.
Gen Zers value individual time more than Millennials, often at the expense of social time. They are more hyper-connected through constant cell phone use than Millennials were at their age. For Gen Z, video content is most associated with digital screens and entertainment they access themselves, as television becomes less important. Hispanic Gen Zers have more influence than white non-Hispanic peers over beauty, food, and vehicle purchasing trends.
Many marketers have begun to concentrate efforts on Gen Z consumers, individuals born between 1996 and 2013 now between 3 and 20 year of age as they are the newest generation of young adult consumers. They are attending college, voting in elections, joining the workforce, making products choices in technology, restaurants, entertainment, personal care, auto, fashion, etc. They also have tremendous influence with their parents and the overall society. This Quant-Qual study begins to explore Gen Z’s perceptions, values and beliefs gaining insight on commonalities and differences in five main areas
This document summarizes key points from a conference on multicultural marketing and health/wellness. It finds that multicultural segments eligible for ACA plans are generally less risky than white non-Hispanics, yet enrollment rates for Hispanics and African Americans lag behind. Barriers to enrollment include complex plan information, lack of culturally relevant messaging, and concerns over immigration status. Insurers that effectively reach and serve multicultural customers are poised to gain significant market share, as the Blues have seen growth among new multicultural enrollments. Improving the customer experience for those enrolled will also be important.
As Obi-Wan Kenobi said, “It takes strength to resist the dark side. Only the weak embrace it.” Here is why… Companies cutting Hispanic dedicated media allocation, while increasing allocation to English media, tend to suffer a reduction in their sales growth. In fact, the reduction of the growth is sometimes so large that it could wipe out nearly the entire annual growth attained by all competitors in a category.
The Cost of the Dark Side: Across CPG-Retail, Auto and Financial-Insurance Services categories: a five point cutback in Hispanic media allocation yields a reduction in Total Market revenue growth rate of minus 1.8% per year.
What’s the learning? A near proportional balance of opportunity and investments yields incremental growth rates for products and services. Companies that allow their brands to slash meager budgets and continuously under-invest in the Hispanic segment are minimizing their growth potential at their own peril.
Multicultural segments progressed in 2015 to culminate in a record Holiday season, most likely the highest expenditure Holiday season by Hispanics, African Americans and Asian Americans ever. 8 major reasons are driving Multicultural consumers demand ranging from increases in the labor force, FT employment, income, share of Upscale/Affluent, share of aggregate US incremental income, consumer confidence and planned major purchases.
Since 1998, AHAA has been helping its members serve its clients through breakthrough independent studies that
increase understanding of what it takes to win the market,
share new concepts, and identify best practices of marketing to Latinos.
While overall ad spend among the top 500 advertisers increased by 5% from $79.0 Bn to $83.1Bn from 2010 to 2014, marketers made a steep increase in Hispanic Ad Spend, jumping 61% from $4.4Bn to $7.1Bn.
While most Americans are chasing diets and making healthier lifestyle choices, Multicultural consumers are most likely to be generating faster growth for “Better-For-You” products.
Yet, since cuisine and taste preferences are so embedded in our formative culture, ‘wellness’ is in the eyes of the beholder.
In fact, the ‘healthier’ brands that are growing most rapidly are extremely different between Multicultural & White-Non-Hispanic segments.
Hyper-complex categories like healthcare confront consumers with multi-dimensional barriers to adoption. These challenges require marketers to anticipate and properly address the needs of this new wave of adopters. The Affordable Care Act provides a good lesson for complex categories still waiting to mine the growth opportunities these segments offer. These 7 lessons can be adapted to financial, retirement planning, home buying, vacation ownership, life insurance and similar categories.
CPG/Retailers Hispanic Dedicated Media (Spanish/Bilingual/English) skyrocketed between 2010 and 2014. This giant category, spending over $2Bn in Hispanic-centric Media in 2014, outpaced Top 500 advertisers’ peers in Hispanic Media allocation increases shifting 4% of English Ad Spend to Hispanic Media over the period. The study found that a principal reward of shifts from English Media to Hispanic Media comes in the form of increased Total Market topline revenue acceleration. There is a strong direct correlation (@ 99.9% confidence level) between companies’ shifts to Hispanic Media and overall U.S. revenue growth acceleration. Moreover, for every 5 points of shift from English to Hispanic media, companies on average experience a 1.75 points boost in annual revenue growth in the U.S.
The US labor force is evolving to become more multicultural, as multicultural segments accounted for 84% of new job entrants and job growth between 2010-2015. The civilian labor force is now 35% multicultural, up from 31% in 2010, with the expansion coming solely from multicultural segments. Nine out of ten new job entrants in the first half of 2015 were from multicultural segments, with Hispanics representing 39% of overall US job growth. As a result, 84% of new incremental personal income came from multicultural workers, especially Hispanics who generated $37 billion. This shifting labor force means marketers should focus on targeting growing multicultural segments to find new opportunities.
The fuel behind the American Economy has changed as Multicultural segments continue to drive the growth of overall U.S. employment while White Non-Hispanics drop off the labor rosters. In fact, over a third of the U.S. labor force is now Multicultural, but more importantly, the entire increase in U.S. employment rosters since 2007 pre-recession levels has been generated by Multicultural segments. And, the future gets even more dynamic when one considers that the labor force participation rate for White Non-Hispanics is the only whose decline has accelerated in the last 3 years while that among Hispanics and African Americans has stabilized. Why does this matter to marketers?
This document discusses improving the accuracy of measuring return on investment (ROI) for Hispanic marketing. It identifies issues with current TV measurement, sales data, and modeling techniques. Specifically, TV data lacks granularity at the local level and sales may undercount Hispanic consumers. The document recommends more precise TV and sales data, addressing best practices for modeling Hispanic marketing's impact on total and Hispanic-specific sales. It also outlines AHAA's plans to work with data and modeling partners to improve inputs and develop education programs.
SSG for DTC 2014_30 Day countdown to ACA 2 -Growth, Retention & Cost Extended...Santiago Solutions Group
Explore with us how will the second open enrollment: Further shift the face of insured consumers, Redraw market shares, Demand changes in the way insurers, Hospitals, drug retailers and pharma deliver health care solutions
Healthy living has hit the American mainstream, with more and more consumers changing their attitudes, lifestyles, and shopping habits. However, striking a balance between healthier alternatives is a huge challenge for marketers.
This webinar presentation focused on effectively engaging multicultural and millennial consumers in the second growth race of the Affordable Care Act. It began with an overview showing that while some progress was made in enrollment, vast opportunities remain, particularly among Hispanics, African Americans, and millennials. The presentation then explored the similarities and nuances between newly insured exchange consumers and the uninsured eligible population. It highlighted approaches for readiness, acquisition, loyalty, and profitability, including tools for channel selection and prioritizing acquisition based on wellness propensity. The webinar concluded with a discussion of best practices for turning insights into effective engagement of eligible consumer segments.
5 distict differences in aca exchange new insuredv cs final
1. Santiago Solutions Group Findings
Distinct Differences Between New
ACA Exchange Insured & Group
Insured Consumers
5
1
2. 5 Differences between New ACA
Exchange Insured & Long-term Insured
Education
5Health
system
cultural
nuances
Preferred
experience
channels
Health care
literacy
Language
SSG decoded key differences between long standing insured
and new ACA Exchange consumer, which could improve
relationships and retention with current new ACA enrollees.
2
2014SantiagoSolutionsGroupInc.
3. Education
HS Diploma/Less vs College Educated
1. These populations will likely be miles apart in
their ability to understand complex
terminology, processes and documentation
in the unfamiliar world of health care and
health insurance, requiring materials and
follow-up to be available at basic and below
basic levels.
2. Engaging potential eligibles and newly ACA
insured will require clear and simple
communications due to their low Health
Care literacy and experience.
3
1
Uninsured Insured
Some College
or above 75%
High School Diploma
or Less
43%
57%
25%
≤HS
≤HS
College+
College+
2014SantiagoSolutionsGroupInc.
4. Health Care Literacy
29%
No Insurance History vs. Long-term Insured
Lack of experience with health care and health
insurances worlds will further complicate their
ability to navigate the unfamiliar health care
and health insurance territory, including
understanding such standard topics as: co-
payments, deductibles, maximums, and
complex prescriptions plans.
What are
the choices
for health
Insurance?
How
do I
get it?
How
do I
use it?
What will
it cost
me?
1
2 3
4
4
2014SantiagoSolutionsGroupInc.
5. Language
66% of Hispanic
eligibles are Spanish
dominant
They may lack communication
essentials, requires in-language
materials & services
5
66%
30%34%
70%
Uninsured Insured
Spa Dom Eng Dom
Hello!
¡Hola!
¡Hola!
Hello!
2014SantiagoSolutionsGroupInc.
6. Preferred Experience Channels
29%
Face to Face > Digital
• Despite being known for being
more socially connected and
generally mobile savvy, 40% of
the uninsured Hispanic eligibles
are offline
• Active storefronts and face-to-
face staff will be required to
bring consumers from
enrollment to onboarding at a
comfort level, to build trust and
conduct business in an
unfamiliar arena
2x
6
Banking Methods
WNH 25-64
58%
39%
26%
53%
14% 8%
Insured Uninsured
2014SantiagoSolutionsGroupInc.
7. Health System Cultural Nuances
Uninsured Use vs. Insured Use
1. They may view health through distinct
cultural nuances, such as: Believing they
are their own doctors, or believing hat
certain conditions (such as pregnancy) are
natural and do not require medical
attention
2. Their insured counterparts more likely
believe that the doctor knows best and
may be more inclined to prevention.
3. Overall clarity and simplicity in information
and service can bring in the newly insured
population into the fold of regular
checkups
Importance in Medical
Consultation
5
7
52% 63%
48% 37%
Uninsured Insured
I'm My Own
Doctor
Exchange
Eligible Insured
2014SantiagoSolutionsGroupInc.
8. 1. Modifying information and services to
accommodate the distinct difference
with newly insured ACA consumer could
improve their customer experience, help
increase brand image, and strengthen
relationships.
2. Improved customer experience will
increase customer loyalty, and ensure
healthier business growth through
retention and positive referrals with ACA
eligibles during the upcoming ACA Open
Enrollment Round #2.
CONCLUSION
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2014SantiagoSolutionsGroupInc.
9. • SSG Analyses of Scarborough USA+ 2013R2Uninsured
Eligibles: Uninsured, Ages 25-64, FPL 139-400. Insured:
Insured, FPL400+
• Scarborough USA+ 2013 and GfK MRI Fusion R2 Survey of
the American Consumer; Enrolled a/o Apr 19 FPL 400%+ vs
Uninsured + FPL 139-400%; Age 25-64. Significance tests
run at 95% confidence level
• SSG Wellness SpectrumTM Powered by GfK-MRI
Sources:
9
2014SantiagoSolutionsGroupInc.
10. FollowUs
10
We guide clients to focus their
resources toward the highest
ROI growth opportunities by
delivering ownable insights,
projectable opportunity
volumetrics, fact-based
marketing plans, and customer
journeys that respond to
influencers and high-value
prospects. We get there by
leveraging our client-side
experience, applying rigorous
predictive analytics that yield
accurate manageable priorities
fueling highly actionable &
effective Total Market
roadmaps.
About
Santiago Solutions Group
SSG Monthly Insights Newsletter
Santiago Solutions Group
@Carlos_SSG
818.736.5661
SantiagoSolutionsGroup.com
@Santiago_Group
santiagosolutionsgroup.com/subscribe/
Carlos@SantiagoSolutionsGroup.com
2014SantiagoSolutionsGroupInc.
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