From the Customer Experience Trend tracker this presentation is the one used for the webinar addresed by Qaalfa Dibeehi, Kalina Janevska and Colin Shaw: A well
From Patients to ePatients Driving a new paradigm for online clinical collabo...ddbennett
CareTech eHealth Innovation Series
From Patients to ePatients Driving a new paradigm for online clinical collaboration and health management
David Bennett, SVP, Interactive Solutions
StayWell Custom Communications
Anthony Chipelo, Director, Portal Strategies
CareTech Solutions
Our message is simple: RETHINK the way you view healthcare. Welcome to eHealth Companion, a Personal Healthcare Management System designed to help companies' of all sizes and their employees successfully transition to Consumer Directed Health Plans.
Leanne Wells, Chief Executive Officer, Consumers Health Forum of Australia, gave the Ian Webster Health for All Oration to the annual forum of the Centre for Primary Health Care and Equity on 13 August 2015.
This document provides an overview of the emerging Direct Primary Care (DPC) medical practice model. DPC charges monthly fees directly to patients, rather than billing insurance, in exchange for primary care services. The history of DPC is traced back to the late 1990s when some practices in Seattle began adopting this model. Key principles of DPC include a direct financial relationship with patients, increased time with providers, accessibility, and avoiding incentives of fee-for-service billing. The document examines several early DPC organizations, regulatory issues, perspectives of payers and consumers, and how technology supports the DPC model.
How do we see the healthcare's digital future and its impact on our lives?Jane Vita
"Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post-institutional age of increased personal responsibility, which presents healthcare service providers and other players in the field with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways." Mirkka Länsisalo
A co-creation with Mirkka Läansisalo and Sala Heinänen, at Futurice.
The document discusses several issues with the current state of mental healthcare in the United States. Mental health services faced major funding cuts in 2008, resulting in fewer treatment options. This has exacerbated problems of inadequate and inaccessible care, especially for low-income individuals. Approximately 18% of U.S. adults have a mental illness, yet there is a shortage of psychiatrists due to numerous barriers. Integrating physical and mental healthcare could help address high rates of co-occurring conditions and improve outcomes, but the fragmented system continues to leave many without proper coverage or treatment.
Competing in Outcomes World - Chris Bogan Keynote - FinalChris Bogan
This document discusses the increasing focus on health outcomes in healthcare. It notes that stakeholders like patients, payers, physicians, and ACOs/IDNs prioritize different metrics when evaluating treatments. The document advocates that companies conduct integrated outcomes research addressing clinical, payer, and patient-reported outcomes to remain competitive. It also highlights new areas of investment like comparative effectiveness research, outcomes research driven by new technologies, and measuring outcomes across the entire patient journey. The presentation argues the first companies to produce integrated outcomes research incorporating all stakeholder perspectives will have an advantage.
From Patients to ePatients Driving a new paradigm for online clinical collabo...ddbennett
CareTech eHealth Innovation Series
From Patients to ePatients Driving a new paradigm for online clinical collaboration and health management
David Bennett, SVP, Interactive Solutions
StayWell Custom Communications
Anthony Chipelo, Director, Portal Strategies
CareTech Solutions
Our message is simple: RETHINK the way you view healthcare. Welcome to eHealth Companion, a Personal Healthcare Management System designed to help companies' of all sizes and their employees successfully transition to Consumer Directed Health Plans.
Leanne Wells, Chief Executive Officer, Consumers Health Forum of Australia, gave the Ian Webster Health for All Oration to the annual forum of the Centre for Primary Health Care and Equity on 13 August 2015.
This document provides an overview of the emerging Direct Primary Care (DPC) medical practice model. DPC charges monthly fees directly to patients, rather than billing insurance, in exchange for primary care services. The history of DPC is traced back to the late 1990s when some practices in Seattle began adopting this model. Key principles of DPC include a direct financial relationship with patients, increased time with providers, accessibility, and avoiding incentives of fee-for-service billing. The document examines several early DPC organizations, regulatory issues, perspectives of payers and consumers, and how technology supports the DPC model.
How do we see the healthcare's digital future and its impact on our lives?Jane Vita
"Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post-institutional age of increased personal responsibility, which presents healthcare service providers and other players in the field with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways." Mirkka Länsisalo
A co-creation with Mirkka Läansisalo and Sala Heinänen, at Futurice.
The document discusses several issues with the current state of mental healthcare in the United States. Mental health services faced major funding cuts in 2008, resulting in fewer treatment options. This has exacerbated problems of inadequate and inaccessible care, especially for low-income individuals. Approximately 18% of U.S. adults have a mental illness, yet there is a shortage of psychiatrists due to numerous barriers. Integrating physical and mental healthcare could help address high rates of co-occurring conditions and improve outcomes, but the fragmented system continues to leave many without proper coverage or treatment.
Competing in Outcomes World - Chris Bogan Keynote - FinalChris Bogan
This document discusses the increasing focus on health outcomes in healthcare. It notes that stakeholders like patients, payers, physicians, and ACOs/IDNs prioritize different metrics when evaluating treatments. The document advocates that companies conduct integrated outcomes research addressing clinical, payer, and patient-reported outcomes to remain competitive. It also highlights new areas of investment like comparative effectiveness research, outcomes research driven by new technologies, and measuring outcomes across the entire patient journey. The presentation argues the first companies to produce integrated outcomes research incorporating all stakeholder perspectives will have an advantage.
The document discusses complex patient journeys and tools to impact them. It begins by defining key dimensions and inflection points of patient journeys. Dimensions include the healthcare, disease/therapy, and human journeys. Inflection points are moments where outcomes are predicted. Behavioral science and cognitive-behavioral therapy can be used to intervene at these points by addressing cognitive, emotional, and behavioral barriers. A case study examines using these tools to help appropriate diabetes patients initiate insulin injections by addressing a patient's needle anxiety through cognitive reframing and desensitization exercises.
White Paper: Money talks - Rethinking what it means to put patients firstTransUnion
The document discusses how healthcare organizations can better engage patients in financial conversations earlier in the revenue cycle process. It recommends training staff to feel confident discussing costs and payment options with patients upfront. It also suggests educating patients about rising healthcare costs and their obligations. The document proposes implementing data-driven workflows at key points like patient access, financial navigation, and revenue recovery to simplify financial conversations and enable continuous process improvements. The goal is to empower staff to act as financial advocates for patients, improve outcomes like collections and bad debt, and create happier employees and more satisfied patients.
Four Strategies for Compassionate, Complete Behavioral HealthcareKarl Michelfelder
This document discusses strategies for improving behavioral healthcare. It advocates for integrating behavioral and physical healthcare to provide more holistic care for patients' overall needs. Barriers between primary and behavioral care need to be bridged to close gaps in patient care. An electronic health record can help providers treat all of a patient's needs by creating a single, integrated care record to improve information sharing between providers.
Health Rosetta Case Study - City of Kirkland, WashingtonDave Chase
City of Kirkland, WA is a suburb of Seattle that was, like municipalities, struggling with healthcare costs and feared the coming Cadillac Tax. Their "moonshot" goal was to improve health benefits while eliminating healthcare cost inflation
The Wellness Consumer & Brands Winning CustomersNick Gaudiosi
What does the wellness consumer look like? How are they different than a traditional healthcare consumer? What brands are winning customers in the wellness economy? This piece looks to answer all of these questions and more..
Medical tourism has become increasingly popular in the last few years. However, It has financial, social and political ramifications that need further scrutiny. Some recommendations and guidelines for regulation have been suggested to make medical tourism a safer and ethical option for patients.
MedCity ENGAGE: Advancing Beyond Patient Engagement to Behavior ChangeBrent Walker
This presentation provides an overview of a psychographic segmentation model and how it has been integrated into an automated patient engagement platform to drive significant patient behavior change to reduce hospital readmissions and enhance health coaches' work with patients who have diabetes or musculoskeletal issues
The document discusses healthcare changes in Oregon under the Coordinated Care Model, including the impact on clinicians. It describes how the model aims to improve health outcomes while lowering costs through coordinated care organizations (CCOs) that integrate services and receive incentives for quality. Interviews found that while some clinicians feel aligned with these goals, others expressed concerns about losing autonomy and taking on increased responsibilities. Overall, the reforms were described as bringing changes to clinical roles and uncertainty about the future, but also opportunities for collaboration and innovation.
BMJ article - Patient power to treat medical corruption in IndiaDr Aniruddha Malpani
The document discusses ways to tackle medical corruption in India by empowering patients. It argues that traditional solutions like regulation have failed, and that patients should be viewed as part of the solution rather than a problem. By educating patients and fostering direct relationships between doctors and patients online, corrupt intermediaries can be cut out and doctors will be incentivized to provide quality care to loyal patients rather than engage in kickbacks. When patients are well-informed partners they can help reduce corrupt practices and hold doctors accountable. The government, drug companies, and insurers all have a role to play in educating patients.
A look at the top healthcare issues affecting healthcare providers and consumers in 2019 and beyond. Payment and practice patterns shifts are affecting when, where and how healthcare consumers are accessing and paying for care. Healthcare technology is fueling the change as providers struggle to keep pace and deliver high patient satisfaction and engagement. Consumer demands are growing as more of the cost burden is shifted to the employee as employer sponsored health plans see an unprecedented shift in the way they provide care for employees.
Putting Patient First Cynthia Kilroy PH Alliance Dec 11 2014OptumPresentations
The document discusses strategies for managing healthcare populations in a consumer-centric way. It identifies four key factors: 1) segmenting the population based on clinical risk and healthcare costs to determine care models, 2) understanding individual motivations and behaviors, 3) intersecting population segments with attitudinal segments to identify key patient profiles, and 4) aligning care delivery models like health coaches, physicians and managers to different profiles based on their needs. The goal is improving outcomes while lowering costs through a personalized approach.
Broker & Consultant Disclosure Standards for Health & Welfare PlansDave Chase
This document provides guidance on optimizing transparency in broker and consultant disclosure standards for health and welfare plans. It outlines the need for employers to demand full disclosure of all compensation arrangements to understand potential conflicts of interest. The document includes exhibits that list examples of standard compensation, additional types of compensation, and conflicts of interest that should be disclosed. It advises employers to have pointed conversations about disclosure and set expectations before contracting with brokers or consultants.
Watch LIVE 8/13/13 on Google +
http://bit.ly/1aLt5XU
Medical Improv in Healthcare: Exploring Learning Experiences that Promote Safe Care, Patient Satisfaction, & Rewarding Careers
Description
Improv or “Medical Improv”* builds skills that promote the emergent behaviors we need for collaborative practice and cultures. In this 75 min presentation, you’ll learn how the principles of improv can be applied to critical skills, thinking, and relationship-building among healthcare professionals. You’ll meet pioneers in the “Medical Improv” field, explore opportunities for utilizing current strategies, learn about upcoming applications, and participate in Q and A. Join Organizational Development, Consultant Beth Boynton, RN, MS with Co-presenter Stephanie Frederick, RN, M.Ed and and Sponsor, Judy White, SPHR, GPHR in an invitation to learn more about cutting-edge applications of Improv in healthcare settings.
* “Medical Improv”, is a term coined by Professor Katie Watson, JD of Northwestern University Feinberg School of Medicine in her curriculum for medical students.
www.bethboynton.com
Greenway Health Patient Engagement | The definitive guide to patients as cons...Greenway Health
The definitive guide to patients as consumers including consumer behavior, changing your strategy, your patient engagement strategy, your revenue cycle strategy and more.
The document discusses the growing interest in coordinated and integrated healthcare delivery through models like patient-centered medical homes (PCMHs) and accountable care organizations (ACOs). It notes the potential benefits of these models, including improved quality of care and reduced costs. Specifically, it cites evidence that Geisinger Health System achieved a 9% reduction in total healthcare costs and lower hospital admission and readmission rates through implementing a PCMH-based accountable care model. The long-term goal is for PCMHs and ACOs to transform healthcare delivery in the US to a more coordinated, high-value system focused on primary care.
Victim Compensation Without Litigation - the Lexington Experience Victim Co...MedicineAndHealth
The document discusses the victim compensation program implemented at the Lexington VA Medical Center since 1987. Under the program, when medical errors are identified that cause patient harm, the hospital fully discloses the facts to patients, accepts responsibility, and offers compensation through negotiated settlements. Over 13 years, the hospital settled over 170 cases through this approach, with an average settlement of $16,000, avoiding costly litigation. Studies found this approach improved patient satisfaction and reduced costs compared to traditional denial and litigation practices.
Innovation in Care Delivery: The Patient JourneyJane Chiang
The document describes innovations in care delivery at Massachusetts General Hospital aimed at improving the patient experience. It discusses the implementation of innovation units to test changes to care delivery and identifies three key areas of focus: implementing relationship-based care, enhancing the role of the attending nurse, and standardizing processes. The goals are to improve patient and staff satisfaction, clinical quality, and reduce costs.
This document summarizes a presentation about controlling the messaging around behavioral health. It discusses how behavioral health issues are underprioritized despite their significant impact on health outcomes and costs. While mental health problems account for a large portion of disability and healthcare spending, the field receives less than 10% of total funding. The presentation argues that behavioral health should own addressing behaviors that influence health and focus on prevention rather than just treatment. It aims to establish behavioral health as primarily about all health behaviors and lifestyle factors, not just mental illness.
The document discusses a study by Deloitte on consumer perspectives in the US healthcare system. Three key points:
1) Consumers do not believe the US healthcare system provides good value and many self-ration care due to costs.
2) Younger generations are more actively seeking out quality/price information when making healthcare decisions.
3) While consumers want better access to such information, few currently use online tools, though many say they would in the future.
Patient-centered medical home initiatives in several states have shown promising results in improving access to care, quality, and cost control for Medicaid patients. Oklahoma saw a $29 per patient annual reduction in Medicaid costs from 2008-2010 alongside increased use of preventive care. Colorado expanded Medicaid access from 20% to 96% of pediatricians at lower costs. Vermont saw 21-22% decreases in inpatient care use and costs from 2008-2010 alongside 31-36% drops in ER use and related costs. Washington state's acute care spending was 18% below average with 35% fewer inpatient stays per beneficiary. Overall, these initiatives demonstrate that the patient-centered medical home model can positively impact Medicaid programs.
This document summarizes a PhD defense presentation on enhancing continuity of care using an emergency medical card and continuity of care report. The presentation outlines background on current fragmented healthcare systems and the importance of continuity of care. It then describes the implementation of a continuity of care record application integrated with an electronic patient portal to allow patients to create and print an emergency medical card and continuity of care report containing their medical information. Evaluation studies were designed to assess the usefulness of these tools in enhancing continuity of care using simulation and surveys. The presentation concludes that these tools have the potential to improve information sharing and medical decision making across healthcare providers if the information they contain is concise and validated.
The document discusses complex patient journeys and tools to impact them. It begins by defining key dimensions and inflection points of patient journeys. Dimensions include the healthcare, disease/therapy, and human journeys. Inflection points are moments where outcomes are predicted. Behavioral science and cognitive-behavioral therapy can be used to intervene at these points by addressing cognitive, emotional, and behavioral barriers. A case study examines using these tools to help appropriate diabetes patients initiate insulin injections by addressing a patient's needle anxiety through cognitive reframing and desensitization exercises.
White Paper: Money talks - Rethinking what it means to put patients firstTransUnion
The document discusses how healthcare organizations can better engage patients in financial conversations earlier in the revenue cycle process. It recommends training staff to feel confident discussing costs and payment options with patients upfront. It also suggests educating patients about rising healthcare costs and their obligations. The document proposes implementing data-driven workflows at key points like patient access, financial navigation, and revenue recovery to simplify financial conversations and enable continuous process improvements. The goal is to empower staff to act as financial advocates for patients, improve outcomes like collections and bad debt, and create happier employees and more satisfied patients.
Four Strategies for Compassionate, Complete Behavioral HealthcareKarl Michelfelder
This document discusses strategies for improving behavioral healthcare. It advocates for integrating behavioral and physical healthcare to provide more holistic care for patients' overall needs. Barriers between primary and behavioral care need to be bridged to close gaps in patient care. An electronic health record can help providers treat all of a patient's needs by creating a single, integrated care record to improve information sharing between providers.
Health Rosetta Case Study - City of Kirkland, WashingtonDave Chase
City of Kirkland, WA is a suburb of Seattle that was, like municipalities, struggling with healthcare costs and feared the coming Cadillac Tax. Their "moonshot" goal was to improve health benefits while eliminating healthcare cost inflation
The Wellness Consumer & Brands Winning CustomersNick Gaudiosi
What does the wellness consumer look like? How are they different than a traditional healthcare consumer? What brands are winning customers in the wellness economy? This piece looks to answer all of these questions and more..
Medical tourism has become increasingly popular in the last few years. However, It has financial, social and political ramifications that need further scrutiny. Some recommendations and guidelines for regulation have been suggested to make medical tourism a safer and ethical option for patients.
MedCity ENGAGE: Advancing Beyond Patient Engagement to Behavior ChangeBrent Walker
This presentation provides an overview of a psychographic segmentation model and how it has been integrated into an automated patient engagement platform to drive significant patient behavior change to reduce hospital readmissions and enhance health coaches' work with patients who have diabetes or musculoskeletal issues
The document discusses healthcare changes in Oregon under the Coordinated Care Model, including the impact on clinicians. It describes how the model aims to improve health outcomes while lowering costs through coordinated care organizations (CCOs) that integrate services and receive incentives for quality. Interviews found that while some clinicians feel aligned with these goals, others expressed concerns about losing autonomy and taking on increased responsibilities. Overall, the reforms were described as bringing changes to clinical roles and uncertainty about the future, but also opportunities for collaboration and innovation.
BMJ article - Patient power to treat medical corruption in IndiaDr Aniruddha Malpani
The document discusses ways to tackle medical corruption in India by empowering patients. It argues that traditional solutions like regulation have failed, and that patients should be viewed as part of the solution rather than a problem. By educating patients and fostering direct relationships between doctors and patients online, corrupt intermediaries can be cut out and doctors will be incentivized to provide quality care to loyal patients rather than engage in kickbacks. When patients are well-informed partners they can help reduce corrupt practices and hold doctors accountable. The government, drug companies, and insurers all have a role to play in educating patients.
A look at the top healthcare issues affecting healthcare providers and consumers in 2019 and beyond. Payment and practice patterns shifts are affecting when, where and how healthcare consumers are accessing and paying for care. Healthcare technology is fueling the change as providers struggle to keep pace and deliver high patient satisfaction and engagement. Consumer demands are growing as more of the cost burden is shifted to the employee as employer sponsored health plans see an unprecedented shift in the way they provide care for employees.
Putting Patient First Cynthia Kilroy PH Alliance Dec 11 2014OptumPresentations
The document discusses strategies for managing healthcare populations in a consumer-centric way. It identifies four key factors: 1) segmenting the population based on clinical risk and healthcare costs to determine care models, 2) understanding individual motivations and behaviors, 3) intersecting population segments with attitudinal segments to identify key patient profiles, and 4) aligning care delivery models like health coaches, physicians and managers to different profiles based on their needs. The goal is improving outcomes while lowering costs through a personalized approach.
Broker & Consultant Disclosure Standards for Health & Welfare PlansDave Chase
This document provides guidance on optimizing transparency in broker and consultant disclosure standards for health and welfare plans. It outlines the need for employers to demand full disclosure of all compensation arrangements to understand potential conflicts of interest. The document includes exhibits that list examples of standard compensation, additional types of compensation, and conflicts of interest that should be disclosed. It advises employers to have pointed conversations about disclosure and set expectations before contracting with brokers or consultants.
Watch LIVE 8/13/13 on Google +
http://bit.ly/1aLt5XU
Medical Improv in Healthcare: Exploring Learning Experiences that Promote Safe Care, Patient Satisfaction, & Rewarding Careers
Description
Improv or “Medical Improv”* builds skills that promote the emergent behaviors we need for collaborative practice and cultures. In this 75 min presentation, you’ll learn how the principles of improv can be applied to critical skills, thinking, and relationship-building among healthcare professionals. You’ll meet pioneers in the “Medical Improv” field, explore opportunities for utilizing current strategies, learn about upcoming applications, and participate in Q and A. Join Organizational Development, Consultant Beth Boynton, RN, MS with Co-presenter Stephanie Frederick, RN, M.Ed and and Sponsor, Judy White, SPHR, GPHR in an invitation to learn more about cutting-edge applications of Improv in healthcare settings.
* “Medical Improv”, is a term coined by Professor Katie Watson, JD of Northwestern University Feinberg School of Medicine in her curriculum for medical students.
www.bethboynton.com
Greenway Health Patient Engagement | The definitive guide to patients as cons...Greenway Health
The definitive guide to patients as consumers including consumer behavior, changing your strategy, your patient engagement strategy, your revenue cycle strategy and more.
The document discusses the growing interest in coordinated and integrated healthcare delivery through models like patient-centered medical homes (PCMHs) and accountable care organizations (ACOs). It notes the potential benefits of these models, including improved quality of care and reduced costs. Specifically, it cites evidence that Geisinger Health System achieved a 9% reduction in total healthcare costs and lower hospital admission and readmission rates through implementing a PCMH-based accountable care model. The long-term goal is for PCMHs and ACOs to transform healthcare delivery in the US to a more coordinated, high-value system focused on primary care.
Victim Compensation Without Litigation - the Lexington Experience Victim Co...MedicineAndHealth
The document discusses the victim compensation program implemented at the Lexington VA Medical Center since 1987. Under the program, when medical errors are identified that cause patient harm, the hospital fully discloses the facts to patients, accepts responsibility, and offers compensation through negotiated settlements. Over 13 years, the hospital settled over 170 cases through this approach, with an average settlement of $16,000, avoiding costly litigation. Studies found this approach improved patient satisfaction and reduced costs compared to traditional denial and litigation practices.
Innovation in Care Delivery: The Patient JourneyJane Chiang
The document describes innovations in care delivery at Massachusetts General Hospital aimed at improving the patient experience. It discusses the implementation of innovation units to test changes to care delivery and identifies three key areas of focus: implementing relationship-based care, enhancing the role of the attending nurse, and standardizing processes. The goals are to improve patient and staff satisfaction, clinical quality, and reduce costs.
This document summarizes a presentation about controlling the messaging around behavioral health. It discusses how behavioral health issues are underprioritized despite their significant impact on health outcomes and costs. While mental health problems account for a large portion of disability and healthcare spending, the field receives less than 10% of total funding. The presentation argues that behavioral health should own addressing behaviors that influence health and focus on prevention rather than just treatment. It aims to establish behavioral health as primarily about all health behaviors and lifestyle factors, not just mental illness.
The document discusses a study by Deloitte on consumer perspectives in the US healthcare system. Three key points:
1) Consumers do not believe the US healthcare system provides good value and many self-ration care due to costs.
2) Younger generations are more actively seeking out quality/price information when making healthcare decisions.
3) While consumers want better access to such information, few currently use online tools, though many say they would in the future.
Patient-centered medical home initiatives in several states have shown promising results in improving access to care, quality, and cost control for Medicaid patients. Oklahoma saw a $29 per patient annual reduction in Medicaid costs from 2008-2010 alongside increased use of preventive care. Colorado expanded Medicaid access from 20% to 96% of pediatricians at lower costs. Vermont saw 21-22% decreases in inpatient care use and costs from 2008-2010 alongside 31-36% drops in ER use and related costs. Washington state's acute care spending was 18% below average with 35% fewer inpatient stays per beneficiary. Overall, these initiatives demonstrate that the patient-centered medical home model can positively impact Medicaid programs.
This document summarizes a PhD defense presentation on enhancing continuity of care using an emergency medical card and continuity of care report. The presentation outlines background on current fragmented healthcare systems and the importance of continuity of care. It then describes the implementation of a continuity of care record application integrated with an electronic patient portal to allow patients to create and print an emergency medical card and continuity of care report containing their medical information. Evaluation studies were designed to assess the usefulness of these tools in enhancing continuity of care using simulation and surveys. The presentation concludes that these tools have the potential to improve information sharing and medical decision making across healthcare providers if the information they contain is concise and validated.
Leveraging Sitecore to Create a Completely Connected Customer ExperienceAvtex
This document discusses how Sitecore can be used to create a connected customer experience. It defines customer experience and the importance of integration across touchpoints. It also discusses defining a customer experience roadmap through personas, journey mapping, and optimizing content. Sitecore allows for personalization through rules, algorithms, and predictive methods across channels based on customers' digital fingerprints. Examples are given of how Sitecore has been used by companies for personalization.
1) The document describes the world's largest database of emotions containing 25,000 data points collected by Beyond Philosophy over several years of research.
2) The database shows reductions in advocacy and recommendation emotions among customers from 2005-2011, while attention levels have remained the same. There have also been significant reductions in negative emotions.
3) Maintaining a positive customer experience is important to avoid the costs of negative experiences such as customer defections, which can amount to millions of dollars in lost revenue for large enterprises.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between what organizations think about customer experience and what customers actually experience. For example, only 5% of customers felt experience had improved while 29% of organizations thought it had. The webinar recommends organizations understand customer emotions better, establish customer-focused measures, define the experience they aim to deliver, and build a business case to secure senior leadership buy-in for improving customer experience. The presenters concluded that failing to respond to changes in customer experience would be a recipe for organizational failure.
The document summarizes a webinar presented by Beyond Philosophy on bridging the experience gap between organizations and customers. It discusses research findings that show large gaps between what organizations think customers experience and feel versus what customers actually experience and feel. The research found organizations are out of touch with customer emotions and expectations. The webinar explores how organizations can better understand customers' emotional and subconscious perspectives to improve experiences and address the experience gaps.
This document appears to be a list of potential book information including the book title, subtitle, author and numbering. It contains brief entries for 8 potential books without providing any further details about the content or topics of each book.
What emotions are you trying to evoke in your Customers? Building on this it is also critical you select emotions that drive value. ie: Customer Loyalty; Customer retention; Net promoter etc. During the presentation I showed examples of how Clients have used our Emotional Signature research methodology to define the emotions and the actions you should take.
If you would like to talk further please contact us here www.beyondphilosophy.com/contact
1) The document describes the world's largest database of emotions containing 25,000 data points collected by Beyond Philosophy over several years of research.
2) The database shows reductions in advocacy and recommendation emotions among customers from 2005-2011, while attention levels have remained the same. There have also been significant reductions in negative emotions.
3) Maintaining a positive customer experience is important to avoid the costs of negative experiences such as customer defections, which can amount to millions of dollars in lost revenue for large enterprises.
The document discusses future trends in customer experience, focusing on the importance of emotional and subconscious factors over just rational aspects. It notes that senior business leaders say differentiation based only on rational factors is no longer sustainable. The document examines questions around understanding customers and designing customer experiences to evoke the right emotions. It also explores how customer experiences are changing with social media and the importance of considering how customers feel when using social media platforms.
Beyond Philosophy is a company that uses its Emotional Signature methodology to analyze customer experiences. It identifies the 20 emotions that drive or destroy business value through customer surveys and structural equation modeling. This reveals the conscious and subconscious factors that influence customers and prioritizes which attributes of an experience should be focused on to improve value outcomes like retention, satisfaction and loyalty. Beyond Philosophy has applied this process for clients across industries to help optimize their customer experiences.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.
This document discusses research on emotions in business contexts. It summarizes findings from a database of 25,000 assessments that identified four clusters of emotions that drive or destroy business value. The research found that business-to-business contexts are more attentive to risk and uncertainty than business-to-consumer contexts. It also found differences in emotional profiles between the US and European financial services industries, with the US scoring lower on positive emotions and higher on negative emotions. The document advocates measuring emotions to improve business decision-making.
Pfizer Study Tour Presentation - Steven Walden & Kalina JanevskaBeyond Philosophy
This document discusses customer experience and the experience economy. It provides examples of how different companies can stage experiences for their customers from undifferentiated commodities to differentiated experiences. These include examples for cakes, credit cards, healthcare, and libraries. It also discusses the importance of customer experience measurement and culture for driving change. Key takeaways are that themes alone do not differentiate companies and that the interpretation and follow through of themes is important. A case study shows how a slight shift in priorities at a grocery chain led to a major decline in customer experience and business.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.
This document discusses neuroexperience, which is mapping customer experience directly from brain activity. It is presented by Qaalfa Dibeehi of Beyond Philosophy. Neuroexperience uses tools like EEG and fMRI to understand customer triggers and insights at the neurological level, providing a more direct view of what drives customer behavior and attitudes than traditional surveys. Currently neuroexperience is an emerging area, and the document discusses how tools like biometrics can provide insights and how neuroexperience could be further developed in the future through tools like portable EEG.
Healthcare environments are often designed with the needs of the working staff in mind. The experience of patients is often left as an afterthought and not fully integrated in the design process. When asked to design a spatial concept for a chain of laboratories, Diagonal chose to combine service design methods with interior architecture and to place the experience of their customers and staff at the center stage. The result presents a refreshing take on healthcare without diminishing the trust in the expertise of the staff.
This document summarizes the key findings of a study on customer complaints conducted by the consulting firm Beyond Philosophy. The study found that most customers do not think companies understand their expectations and that complaints and negative social media comments occur when customers feel their expectations were not met. It also notes that complaints can go viral online and discusses the high costs of customer defection compared to customer retention. Additionally, the document reports that most complaints are made directly to companies rather than through social media and come from specific sectors such as telecommunications, utilities and retail. It concludes with a poll asking whether organizations monitor complaint satisfaction.
The document provides an overview of Hyundai Information Technology's Hospital Information System (Hi-Medi). Key points:
1. Hi-Medi is an integrated hospital management software solution that includes electronic medical records, order communication systems, picture archiving systems, and other modules.
2. It has been implemented in many major hospitals throughout Korea, with installation sizes ranging from 700 to 2,200 beds.
3. Hyundai Information Technology has over 20 years of experience in medical IT and takes a fully digitalized, platform-independent approach to hospital system integration.
How to build an emotinal connection with your customersBeyond Philosophy
This document summarizes key findings from a study on building emotional connections with customers. The study found that keeping existing customers is less expensive than acquiring new ones, yet many customers switch providers regularly. Traditional segmentation focuses on behavior, but emotional segmentation is more effective long-term. The study suggests focusing on engaging customers emotionally to encourage loyalty and reduce switching. Building "lovemarks" in the customer experience can help imprint strong, positive emotional connections that drive customer retention.
Consumerism, Innovation and Best Practices to Thrive in the Future of HealthJustin Barnes
May 1, 2019 University of Toronto, Dalla Lana School of Public Health, The Institute of Health Policy, Management and Evaluation (IHPME) Keynote speaker Justin Barnes, a health innovation strategist and co-founder of Health Innovation Think Tank, will provide yet another integral perspective focused on the ways in which we can scale up and implement evidence-based changes in health care technology on a global scale. Having testified before Congress on more than twenty occasions delivering statements on virtual care, alternative payment methods, consumerism, connected health and the globalization of healthcare, Justin offers thought leadership for the university, the healthcare community as well as other key stakeholders.
Consumer Driven Health – IHPME Research Day
Looks to the Future of Health Care
The trend towards consumer driven health, whether it be mobile apps, wearable devices, or easy access to electronic health records, is changing the landscape of our health care system and the way we think about care.
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The document discusses the need for effective patient support globally. It notes that managing complex diseases has more similarities than differences across different locations. Many patient needs around disease symptoms, therapy burdens, self-care, and communicating with healthcare providers are universal. However, support must be tailored locally considering language, culture, and available channels. The goal of patient engagement is to improve real-world outcomes and reduce costs by enhancing patient self-management.
The Rise of Chronic Illness & Healthcare's Failed Value PropositionNick Gaudiosi
Using my personal health journey as a backdrop, this presentation looks at the healthcare economy and the intersection of medicine and wellness. I am not a clinician, but a healthcare marketer and executive with insights about how to build a category leading brand in the health & wellness economy. Building a leading health and wellness brand has a lot to do with authenticity. The next few slides are about my personal journey – and my authenticity in the health and wellness space – as a patient, consumer, caregiver, executive and innovator. Part I takes a brief look at the Rise of Chronic Illness and Healthcare's Failed Value Proposition. In Parts II. - IV, we explore how American's have extreme difficulty attaining wellness and why the cards are stacked against healthcare providers. Then we look at the business of wellness and the patient of the future.
The document provides an overview of key concepts in health economics, including:
1) It discusses who has access to healthcare based on ability to pay and examines issues of equity, finance, delivery, and outcomes in healthcare systems.
2) It explores expenditures on healthcare as a percentage of GDP and characteristics of the insured population in the US.
3) It introduces basic questions of economic systems that also apply to health economics, such as what and for whom to produce, and how to achieve economic growth with scarce resources.
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Why A Healthcare System Is An Organization Of People,...Rachel Davis
The document discusses key factors to consider when implementing a new healthcare system in a country. It identifies 10 factors: healthcare professionals, facilities, medical supplies, business challenges, technology, community engagement, financing, legislation, education and training. Each of these factors is crucial to delivering effective medical services to the population.
Conference Of Churches Universal Health Care Presentation 1Adam Nicholson
The document discusses the need for universal healthcare access in Connecticut. It notes that the number of uninsured residents is rising as costs increase, putting healthcare out of reach for many. While taxpayers already pay for a large portion of healthcare costs, the system remains unsustainable without covering all residents. The document advocates for a universal healthcare system that would improve health outcomes and reduce costs by emphasizing preventative care for all.
1) Primary health care aims to address major local health problems through disease treatment, nutrition promotion, sanitation standards, immunization, and prevention. It relies on community participation.
2) Registered nurses play important roles in primary health care such as educating communities, assisting with epidemic prevention through screening and surveillance, and identifying outbreaks early.
3) The goals of primary health care are to universally provide essential care to communities while addressing the economic, cultural, social and political conditions of each country. It focuses on prevention in addition to treatment.
Ad Club Vital Signs - Patient Power: A Changing EnvironmentBrent Walker
This presentation was delivered on the Google campus in Cambridge, MA, on behalf of the Boston Ad Club. It discusses the trends driving consumerism in healthcare, the application of psychographic segmentation and the results of a hospital pilot where readmissions post-surgery discharge were driven to zero with a 75% reduction in nurse FTEs for patient follow-up.
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The document discusses self-management of chronic conditions and its importance for sustainability of healthcare systems. It notes that:
- Chronic conditions will rise dramatically, with many people having multiple conditions.
- Expectations of care quality will increase as standards that are currently seen as inadequate will be viewed as inhumane.
- For healthcare systems to be sustainable, chronic conditions must be managed differently by empowering self-management supported by technology and expertise when needed.
mHealth Israel_Kantar Health_Jeremy Brody, EVP Corporate Development, Health ...Levi Shapiro
1. The document discusses the role of Chief Health Officers (CHOs), who make healthcare decisions for themselves and others across generations. It finds that CHOs are more diverse than assumed, including men and millennials, and they care for extended networks beyond just families.
2. CHOs face challenges meeting the varying health and wellness needs of those in their care due to lack of time, resources, and knowledge. Younger generations are taking on caregiving roles for parents and others.
3. In order to effectively communicate with CHOs, especially millennial CHOs, the healthcare industry needs to provide trusted health information through a variety of channels, address both medical and lifestyle needs, and help build confidence in decision
Chronic illness poses a significant threat to health and the economy. It affects 80% of adults in industrial societies and accounts for 80% of healthcare spending. By 2017, spending on chronic illnesses in the U.S. is projected to reach $4.3 trillion. Lifestyle factors are the primary cause of chronic diseases, and lifestyle changes are more effective and less expensive than medical treatment in addressing chronic illnesses. However, lifestyle intervention is not adequately taught in healthcare educational programs. The document advocates for training healthcare providers to help patients adopt healthy lifestyle changes to better treat and prevent chronic diseases.
Achieving patient experience excellence through cultural transformationBeyond Philosophy
What are the key ingredients to building sustainable and growing patient experience excellence? How do you create a culture that keeps excelling and innovating? To sign up our latest webinar visit here http://www.beyondphilosophy.com/thought-leadership/webinars
Customers are irrational: Stop fighting it!
This document discusses how customers can act irrationally and provides strategies for dealing with irrational customer behavior. It summarizes a presentation by Beyond Philosophy on rethinking how organizations approach customer experience. The presentation argues that customers' emotional experiences and subconscious perceptions significantly influence their behaviors and decisions, more so than rational considerations. It provides examples and strategies to design customer experiences that positively influence customers on an emotional level.
Best Practices for Building a Market-Leading Customer ExperienceBeyond Philosophy
You already know you need a customer experience management program, but how do you justify it? And once you clear that hurdle, how do you implement it?
Subhra Das knows. As senior vice president, marketing and customer experience for du, the UAE’s premiere telecom company, he played a key role unseating the market leader and earning 42 percent market-share. It all happened within four years of the company’s launch, in the world’s most highly penetrated mobile market.
Join Das and co-presenter Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy, on Thursday, October 27, as they walk through the steps du took when building its deliberate, highly-regarded customer experience.
In this free webinar, Das will outline the seven aspects of du’s customer experience transformation program.
What is Your Competition Doing? Are You an Industry Customer Experience Leader? Join Beyond Philosophy to See the Results of the 2011 Global Customer Experience Management Survey
• Current insights on customer experience from experts and CxOs from across the globe
• Analysis of 8,000 customer experience leaders
Program
Join Steven Walden, Beyond Philosophy's Senior Head of Research, and Colin Shaw, Founder and CEO, as they reveal the results of the 2011 Global Customer Experience Management Survey. The research will pull back the curtain on where the industry stands today, answering questions such as:
• Which industries and regions spend the most on customer experience?
• What are the drivers and challenges the customer experience industry faces as it further develops?
• What companies have seen the biggest customer experience growth, by industry?
• Where is customer experience management most needed? What industry? What country? What companies?
In addition, they discuss topics such as:
• What industries will see the greatest growth in customer experience over the next several years?
• What will be the next great customer experience advancement?
• What is the valuable element of a company's customer experience program? How does it differ by industry or region?
• How will social media affect the way companies approach customer experience?
Learning Objectives
• Learn about the Beyond Philosophy 7-stage Customer Experience Maturity model.
• Discover which industries and countries are concentrating on enhancing the customer experience.
• Learn how to overcome common problems that get in the way of successful customer experiences.
• Explore the pace of growth and the state of customer experience development, broken down by geographic regions.
Delta satisfaction how to avoid unintended bias when you research customer sa...Beyond Philosophy
This document discusses Delta Satisfaction, an alternative approach to measuring customer satisfaction that aims to avoid unintended bias. It introduces the concept of Delta Value and Delta Satisfaction, which measure both satisfaction and dissatisfaction on separate scales to provide a more complete picture. The document includes examples of how Delta Satisfaction has identified important drivers of dissatisfaction that traditional customer satisfaction scores miss. It argues that Delta Satisfaction is a more psychologically and conceptually valid measure of customer experience.
The document discusses ways to measure return on investment (ROI) from customer experience initiatives. It provides examples of calculating ROI through general models, company-specific research, case studies from other companies, and cost savings. One case study describes a call center that reduced callback rates from 75% to 3% by being more transparent with customers about document delivery times, saving on costs.
The document discusses employee experience and satisfaction. It begins by defining employee experience and noting that satisfied employees are linked to better business outcomes like customer loyalty, safety, and productivity. It then discusses common metrics used to measure employee experience, such as employee satisfaction surveys and Net Promoter Score. The document suggests digging deeper into employee experience through examining the emotional signature of experiences and using biometric tools. The overall summary is that the document examines how to define, measure, and gain insights into improving employee experience.
The document discusses future trends and insights in customer experience, with a focus on social media. It identifies three areas with the biggest opportunities: experience psychology, neuroexperience, and social media. The rest of the document discusses how customer experience is defined, the role of subconscious signals, stages of social media maturity for organizations, what drives value in social media experiences, and insights from research into personal, business, and customer social experiences. Key findings include that social media is driven by emotions, esteem and feelings of acceptance are important, and customers expect more from social experiences than normal customer experiences.
xperience Psychology is a new ‘ology’ and key trend in Customer Experience Management. This ties together the latest psychological principles that are both customer and employee focused to inform you about how you can change the Experience that you control to generate value.
We will deep dive into some key and easy to execute frameworks you must learn to compete in this area
The document outlines next steps from a Pfizer study tour, including investigating why LinkedIn has not been used as much as hoped and what other tools have shared information. It also lists creating a regional action plan, presenting to the PBE team and revisiting a past presentation slide deck. Additional next steps include distributing a colleague's book, using customer experience language, influencing managers, and ensuring staff meet with customers annually.
Progressive Insurance successfully implemented new customer measures and engaged its organization by adopting Net Promoter Score (NPS) to measure customer satisfaction and loyalty. It gained executive support, invested resources, and involved employees. NPS provided a common metric across functions and improved processes through feedback. As a result, Progressive's NPS and financial results increased as customer advocacy became embedded in its culture.
Seven Philosophies to build a great customer experienceBeyond Philosophy
The document discusses seven philosophies for building a great customer experience. It states that great customer experiences 1) provide long-term competitive advantage, 2) exceed customer expectations in important areas, 3) are differentiated by stimulating planned emotions, 4) are enabled through inspirational leadership and empowered employees, 5) are designed from the outside-in considering the customer perspective, 6) generate revenue and reduce costs, and 7) embody the company brand by delivering on brand promises. The document is presented by Colin Shaw of Beyond Philosophy and promotes their customer experience consulting services.
The document discusses how organizations can become more customer-centric by moving along a continuum from a "Naive" to a "Natural" orientation. It outlines the key traits of each orientation, from being very product-focused with no customer experience measurement to having customer experience fully integrated into the organizational DNA. The document also notes that true progress requires alignment between an organization's orientation and the executive understanding of customer experience.
The document summarizes the brand and strategy of Mandarin Oriental Hotel Group. It discusses that the brand is defined by luxury, amazing locations, and excellent service. It emphasizes that culture drives employee behavior, which drives the brand. The strategy is to create engaged employees through a colleague engagement program focused on quality experiences for employees mirroring what guests receive. This is intended to result in profitable growth through loyal customers and employees.
The document discusses seven key strategic questions for improving customer experience. It focuses on understanding the customer experience an organization aims to deliver, the emotions it wants to evoke, and whether the customer experience is deliberate. It also addresses understanding what customers want, where organizations provide the most value, and how customer-centric the organization is. The document advocates taking a holistic, coordinated approach to deliberately designing an emotionally engaging customer experience.
This Emotional Signature® research reveals the emotions people feel when using social media; what they desire and what drives value. We also reveal the ‘subconscious experience’ people have using social media and the messages intentionally or unintentionally people are giving in social media. Finally, we will discuss how organizations are making a huge mistake in the way they are designing their social media experiences and make recommendations of what they need to do.
Organizations may think they know their customers, but Beyond Philosophy’s latest thought leading research demonstrates that customers feel very differently. In many cases there is a significant gap between the experience organizations think they are providing, and the experience customers actually receive
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.
7. In the Hopi language, “Koyaanisqatsi” means "crazy life, life in turmoil, life out of balance, life disintegrating, a state of life that calls for another way of living“ In the USA, one-third of health care expenditures, about $700 billion or nearly 5% of GDP, did not improve health outcomes. (Source: Congressional Budget Office, 2006 ) In the UK, projections show that the cost of the existing [NHS] system will almost double by 2026, yet without any improvement in the outcomes that could be achieved through radical reform. (Source: King’s Fund, 2010) Healthcare = Koyaanisqatsi 7
10. Customers would be satisfied with the healthcare experience (regardless of ultimate health outcome)Health Outcomes Healthcare Cost
11. Actual State of Healthcare 9 Bettering health outcomes has generally meant increasing costs 3 Reducing spend has generally meant a negative effect on health outcomes 4 Cost and health Outcomes intimately linked, locked even 2 Health Outcomes Healthcare Cost $ $ $ Costs are unsustainable 1
30. Chronic Illness Interaction Monitor (based on Beyond Philosophy client engagements in Healthcare) 28 Healthy Focus of most patient centered care approaches Jan Feb Mar Apr May Jun Jul Aug Oct Nov Dec Sep Hospital Physician Pharma Insurer Hospital Physician Pharma Insurer
33. Keep track of the difference in the perception of the experience between healthy and unhealthy customers. Especially in their positive and negative emotional experiences.
34. Assess the experience you actually provide with an outside-in point of view. We typically use “Customer Mirrors” for this purpose.
THANK YOU! We enjoyed the opportunity to interact with you today.Please complete the SHORT survey that includes an opportunity to receive a copy of this webinar information. We appreciate your feedback as we strive to continually improve our customer experience.Our next webinar will be held on April 15th . If you’d like to participate, please let us know.Should you have questions or want additional information, please contact us.