How health tech is redefining the future of biopharma and care deliveryΔρ. Γιώργος K. Κασάπης
Tech is making itself felt in every sector of health care. Companies like Google, Apple, Amazon, and Microsoft, and emerging players from the U.S. to China, are poised to transform everything from health care delivery to drug discovery. In this latest eBook STAT has curated a selection of stories that track these developments and examine their impact on hospitals, patients, and the bottom lines of companies around the world.
Life Sciences: Leveraging Customer Data for Commercial SuccessCognizant
As the healthcare buying process becomes increasingly complex, master data management solutions focused on customer relationships are critical for life sciences companies to excel.
How Pharma Can Fully Digitize Interactions with Healthcare ProfessionalsCognizant
By building end-to-end IT ecosystems and understanding
preferred communications channels, pharmaceuticals
companies can create more engaging and fruitful digital
relationships with healthcare professionals.
Serialization: Driving Business Value Beyond ComplianceCognizant
Serialization and track-and-trace capabilities are not just useful for meeting regulatory compliance mandates; pharmaceutical companies can also explore their use to improve supply chain planning and operations, elevate patient engagement, and increase sales and marketing effectiveness.
How health tech is redefining the future of biopharma and care deliveryΔρ. Γιώργος K. Κασάπης
Tech is making itself felt in every sector of health care. Companies like Google, Apple, Amazon, and Microsoft, and emerging players from the U.S. to China, are poised to transform everything from health care delivery to drug discovery. In this latest eBook STAT has curated a selection of stories that track these developments and examine their impact on hospitals, patients, and the bottom lines of companies around the world.
Life Sciences: Leveraging Customer Data for Commercial SuccessCognizant
As the healthcare buying process becomes increasingly complex, master data management solutions focused on customer relationships are critical for life sciences companies to excel.
How Pharma Can Fully Digitize Interactions with Healthcare ProfessionalsCognizant
By building end-to-end IT ecosystems and understanding
preferred communications channels, pharmaceuticals
companies can create more engaging and fruitful digital
relationships with healthcare professionals.
Serialization: Driving Business Value Beyond ComplianceCognizant
Serialization and track-and-trace capabilities are not just useful for meeting regulatory compliance mandates; pharmaceutical companies can also explore their use to improve supply chain planning and operations, elevate patient engagement, and increase sales and marketing effectiveness.
Digital Process Acupuncture: How Small Changes Can Heal Business, and Spark B...Cognizant
Our latest research reveals that by applying digital remedies to precisely targeted process areas, organizations can relieve operational stress and generate improvements, yielding outsized results that ripple across the process value chain.
Grant Proposal of the Association for Consumer EffectivenessJoel Drotts
This is the current grant proposal under submission to several large corporate and private foundations and donors, by the Association for Consumer Effectiveness. The Association has become the premier consumer perspective and consumer protection organization, in the field and industry of Data Brokers. Data Brokers are the large data hungry companies that trample consumer privacy on a greater scale every day in America. The Association has been charged with the duty and mission to help prevent this from occurring even further, and if possible reverse the damage already caused to the privacy of the American Consumer Public.
Optimizing the Content Supply Chain: What Manufacturing Can Teach the Broadca...Cognizant
By applying best practices and models used to optimize physical supply chains, broadcasters can more effectively manage their digital content operations.
Capgemini Consulting: Taking the Digital Pulse: Why Healthcare Providers Need...VIRGOkonsult
Capgemini Consulting: Taking the Digital Pulse: Why Healthcare Providers Need an Urgent Digital Check-Up
"Most Healthcare Providers do not Use Mobile Channels Effectively"
White Paper - Digital strategy and the shift to value based careTerence Maytin
Summary: The U.S. healthcare system is rapidly transitioning from fee-for-service to value- based care as part of massive and ongoing industry-wide transformation. Digital strategy is evolving to meet new challenges, help drive disruptive innovation, and better engage a large, growing audience of connected health consumers.
10 Disruptive Healthcare Trends of the Next Decade.Aramark
By 2022, 98% of IT executives expect predictive analytics and early detection notifications for life-threatening conditions will be sent to clinicians’ mobile devices. While tech plays a big part in how healthcare is transforming, there are 10 top trends set to disrupt the industry. See them in this must-see presentation.
Build smart hospitals with ai healthcare assistants optimize efficiency &...Enterprise Bot
With constantly changing patient expectations, healthcare facilities need to be proactive in adopting next-gen technologies like AI healthcare assistants to ensure delivery of a fully engaged patient-focused experience.
Voice assistants in healthcare delivering contactless patient experienceEnterprise Bot
Healthcare voice assistants today are not limited to delivering canned responses to consumers, rather facilitates remote diagnostics & care while ensuring compliance.
The big story behind your big data: Six Practices for Making an Impact with T...Joachim B. Lyon
Text analytics is a powerful technology for drawing out compelling stories and deep insights from millions of customer comments. This study of strategic practices in 12 innovative companies show how customer experience (CX) professionals are using text analytics to change the way they work -- leveraging the customer’s voice to drive innovation and change, and becoming strategic business partners within their organizations.
ASC Focus Magazine - Benefits of using text messaging - Dialog Health two-way...seanfroy
ASCs can benefit from using texts for many reasons beyond improving patient communications about financial matters, for example:
- reminding patients about their scheduled surgery and when they should arrive at the ASC
- reducing pre- and post-operative calls
- directing patients to online education about surgical preparation
- reminding patients of transportation requirements
- encouraging patients to complete a post-operative survey, which includes a link to leave a review online
Electronic Customer Relationship Management and Consumer Behaviour (A Study o...IJRTEMJOURNAL
The study focuses on electronic customer relationship management and consumer behavior with
special emphasis on diamond bank Plc. Retail financial services in all markets, including emerging markets, are
undergoing major transformation that is driven by change, deregulation and customer sophistication. Electronic
Customer service and specifically online customer relationship management in particular is crucial to attaining
a sustainable competitive advantage, in the market place. The main objective of the study is to examine the effect
of electronic customer relationship management on customer patronage. A survey design was adopted for the
study and one hundred and ninety copies of structured questionnaire were used as primary data collection
instrument which was distributed to customers of diamond bank in the study area. However, the postulated
hypotheses were tested by employing the Pearson product moment Correlation Coefficient (PPMCC) statistical
tool which was facilitated by the statistical packages for social sciences (SPSS). The study however showed that
a significant relationship exists between e-CRM and consumer behavior. Furthermore, it was found that amongst
the dimensions of e-CRM, e-commitment and e-satisfaction impacts more significantly on customer patronage.
The study therefore concludes that Nigerian money deposit banks should increase their electronic platform
strategies since they commensurably impact on their level of customer patronage. However, the study
recommended that the key to efficient performance of Nigeria banking industry is hinged on their ability to
identify, attract, retain and develop their customers better than competitors and could be achieved by improved
e-trust, e-commitment and e-satisfaction. Limitation and suggestion for further studies was given.
Will Price Transparency Help Patients Find Lower Cost Care Mary Tolan
At the close of July, the Trump administration proposed new policies that would create greater price transparency among healthcare providers. The driving idea behind the new proposal is that patients will be better able to shop around for care and choose options that fit within their budgetary limits instead of seeking care from the nearest provider and hoping that the bill they receive after the fact isn’t out of their financial reach. It’s a measure meant to empower and facilitate cost-savings for overburdened consumers — and given the current sky-high state of healthcare prices in the United States, it may well be a welcome one.
Digital Process Acupuncture: How Small Changes Can Heal Business, and Spark B...Cognizant
Our latest research reveals that by applying digital remedies to precisely targeted process areas, organizations can relieve operational stress and generate improvements, yielding outsized results that ripple across the process value chain.
Grant Proposal of the Association for Consumer EffectivenessJoel Drotts
This is the current grant proposal under submission to several large corporate and private foundations and donors, by the Association for Consumer Effectiveness. The Association has become the premier consumer perspective and consumer protection organization, in the field and industry of Data Brokers. Data Brokers are the large data hungry companies that trample consumer privacy on a greater scale every day in America. The Association has been charged with the duty and mission to help prevent this from occurring even further, and if possible reverse the damage already caused to the privacy of the American Consumer Public.
Optimizing the Content Supply Chain: What Manufacturing Can Teach the Broadca...Cognizant
By applying best practices and models used to optimize physical supply chains, broadcasters can more effectively manage their digital content operations.
Capgemini Consulting: Taking the Digital Pulse: Why Healthcare Providers Need...VIRGOkonsult
Capgemini Consulting: Taking the Digital Pulse: Why Healthcare Providers Need an Urgent Digital Check-Up
"Most Healthcare Providers do not Use Mobile Channels Effectively"
White Paper - Digital strategy and the shift to value based careTerence Maytin
Summary: The U.S. healthcare system is rapidly transitioning from fee-for-service to value- based care as part of massive and ongoing industry-wide transformation. Digital strategy is evolving to meet new challenges, help drive disruptive innovation, and better engage a large, growing audience of connected health consumers.
10 Disruptive Healthcare Trends of the Next Decade.Aramark
By 2022, 98% of IT executives expect predictive analytics and early detection notifications for life-threatening conditions will be sent to clinicians’ mobile devices. While tech plays a big part in how healthcare is transforming, there are 10 top trends set to disrupt the industry. See them in this must-see presentation.
Build smart hospitals with ai healthcare assistants optimize efficiency &...Enterprise Bot
With constantly changing patient expectations, healthcare facilities need to be proactive in adopting next-gen technologies like AI healthcare assistants to ensure delivery of a fully engaged patient-focused experience.
Voice assistants in healthcare delivering contactless patient experienceEnterprise Bot
Healthcare voice assistants today are not limited to delivering canned responses to consumers, rather facilitates remote diagnostics & care while ensuring compliance.
The big story behind your big data: Six Practices for Making an Impact with T...Joachim B. Lyon
Text analytics is a powerful technology for drawing out compelling stories and deep insights from millions of customer comments. This study of strategic practices in 12 innovative companies show how customer experience (CX) professionals are using text analytics to change the way they work -- leveraging the customer’s voice to drive innovation and change, and becoming strategic business partners within their organizations.
ASC Focus Magazine - Benefits of using text messaging - Dialog Health two-way...seanfroy
ASCs can benefit from using texts for many reasons beyond improving patient communications about financial matters, for example:
- reminding patients about their scheduled surgery and when they should arrive at the ASC
- reducing pre- and post-operative calls
- directing patients to online education about surgical preparation
- reminding patients of transportation requirements
- encouraging patients to complete a post-operative survey, which includes a link to leave a review online
Electronic Customer Relationship Management and Consumer Behaviour (A Study o...IJRTEMJOURNAL
The study focuses on electronic customer relationship management and consumer behavior with
special emphasis on diamond bank Plc. Retail financial services in all markets, including emerging markets, are
undergoing major transformation that is driven by change, deregulation and customer sophistication. Electronic
Customer service and specifically online customer relationship management in particular is crucial to attaining
a sustainable competitive advantage, in the market place. The main objective of the study is to examine the effect
of electronic customer relationship management on customer patronage. A survey design was adopted for the
study and one hundred and ninety copies of structured questionnaire were used as primary data collection
instrument which was distributed to customers of diamond bank in the study area. However, the postulated
hypotheses were tested by employing the Pearson product moment Correlation Coefficient (PPMCC) statistical
tool which was facilitated by the statistical packages for social sciences (SPSS). The study however showed that
a significant relationship exists between e-CRM and consumer behavior. Furthermore, it was found that amongst
the dimensions of e-CRM, e-commitment and e-satisfaction impacts more significantly on customer patronage.
The study therefore concludes that Nigerian money deposit banks should increase their electronic platform
strategies since they commensurably impact on their level of customer patronage. However, the study
recommended that the key to efficient performance of Nigeria banking industry is hinged on their ability to
identify, attract, retain and develop their customers better than competitors and could be achieved by improved
e-trust, e-commitment and e-satisfaction. Limitation and suggestion for further studies was given.
Will Price Transparency Help Patients Find Lower Cost Care Mary Tolan
At the close of July, the Trump administration proposed new policies that would create greater price transparency among healthcare providers. The driving idea behind the new proposal is that patients will be better able to shop around for care and choose options that fit within their budgetary limits instead of seeking care from the nearest provider and hoping that the bill they receive after the fact isn’t out of their financial reach. It’s a measure meant to empower and facilitate cost-savings for overburdened consumers — and given the current sky-high state of healthcare prices in the United States, it may well be a welcome one.
Placing Customer Centricity at the Heart of Healthcare1to1 Media
A look at how healthcare providers, pharmaceuticals, and health insurers are adapting to the changing customer landscape and evolving their patient experiences. www.1to1media.com
A top-down strategy is not likely to bring real innovation that the healthcare consumer
is demanding.
We work with a fair amount of healthcare clients but we’re not here to tell you how
to operate your hospital. “It is a profound irony that the more you know about
a particular industry and the more experience you gain in it, the more difficult it can be to move forward,” (The Innovator Who Knew Too Much, 2013 Harvard Business Review).
Instead, we’d like to offer a perspective from 20 years of work diligently observing and designing human experiences. We know how to connect people to places and most importantly, we understand how to elevate the patient experience.
Focused on trends and challenges of healthcare industry and technologies which we are seeing and we may see in future. Included information like healthcare industry overview, healthcare apps and wearables, etc.
Christina DiscussionHi Class,Per the National Library of MediVinaOconner450
Christina Discussion:
Hi Class,
Per the National Library of Medicine, nursing today is not the same as it was 30 years ago. Technological advancements have changed the structure and organization of the nursing industry: The implementation of electronic health records, advances in biomedical and engineering technologies, robotics technology, and artificial intelligence have modernized healthcare, and its delivery methods have changed the nursing industry. Humanoid nurse robots take away the responsibilities of nurses in medication administration. Companion robots designed to provide useful and socially acceptable assistance to people who need special attention, like the elderly and children with autism, will soon take away the one-patient relationship with nurses.
Artificial Intelligence is already operating in several areas in nursing, from treatment plans to managing medications and manufacturing new drugs. These new techniques can determine crucial clinical information. The goal is to aid in clinical decision-making and reduce therapeutic and diagnostic errors inevitable in human clinical practice for all medical providers. Data from a large volume of healthcare will assist clinical nurses with the necessary knowledge and feedback.
Although these advanced technologies sound efficient, robots cannot provide compassion and empathy. Unlike machines, human nurses can react to the unpredictable aspects of humanness, particularly the emotional contexts of the situations. Receiving medical care is a very moving experience, and a machine may not be able to truly understand these aspects of others. Per Hojat, human nurses can provide better care to patients because of their ability to understand the nuances of humanness and their emotions.
References
Pepito, J. A., & Locsin, R. (2018). Can nurses remain relevant in a technologically advanced future?. International journal of nursing sciences, 6(1), 106–110. https://doi.org/10.1016/j.ijnss.2018.09.013
Hojat M. Empathy in health professions education and patient care. Springer International Publishing; Cham: 2016. Empathy and patient outcomes; pp. 189–201
Drew Dicussion:
Hello all,
I hope this message finds you well.
Most people find that to be effective and efficient with their work; you must have the right tools to do it. Without the right tools, employees could get feelings of uselessness, lack of drive, and lack of creativity. Roles and functions in the healthcare management realm are diverse and innovative. This means that you could be anywhere from the top-level Chief Information officer (CIO) to a registrar recorder for the national cancer registrar. These jobs vary in multiple capacities, but I would like to touch upon the tools required to complete tasks daily. The tools that an employee who will be working with patients will be required to use many different tools to observe a patient or administer corrective action effectively. (IV drip, needle for shots, blood pressure cuff, etc.) ...
Health Care is facing massive transformation. There is a lot to be learned from the Internet Industry and open standards like OpenID, OAuth and Microformats.
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.
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 eld 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.
Healthcare Providers Take Cues from Consumer Expectations to Improve Patient ...Dana Gardner
Transcript of a discussion on how healthcare providers are employing processes and technologies from such industries as retail and financial services to vastly improve the experience and quality of care from the medical patients’ perspective.
Healthcare Online Marketing Benchmark for Healthcare ProvidersChris Bouwsema
We have surveyed clinics and hospitals around the world and summarized the results in a comprehensive 10 page report.
The report answers these questions:
- What percentage of healthcare providers are using online marketing?
- How much do they spend on online marketing?
- Which are the most popular channels for paid online advertising?
As a bonus we created a benchmark where you can evaluate your own online marketing efforts.
Running head: REPORT 1
REPORT 5
Consumption Behavior; Electronics
Student’s Name
Institutional Affiliation
Topic description
Consumption behavior is the manner in which an audience responds to product marketing. Consumption behavior is also referred to as buying behavior, and it revolves around the buying intentions and attitudes of individuals. It is important for producers to understand the consumption behavior of existing and prospective customers; this way, they can make goods and services that align to customer tastes and preferences (Friedman, 2018). In addition to that, understanding consumption behavior helps producers to manufacture or process goods that match the aggregate demand of customers. It is not advisable for a business to engage in mass production without considering rough estimates for demand as such may lead to excess inventory that never manages to get off the shelves. This project will give invaluable insights with respect to the behavior of buyers towards electrical appliances.
Significance of the Project
The project is significant because it will answer a multiplicity of pertinent questions regarding market equilibrium of electronic appliances, the influence of Adam Smith's invisible hand in the electronics market, determinants of aggregate demand, and drivers of supply among others. As such, consumers, suppliers, producers, and investors will find the study insightful with respect to answering market questions they may have (Roos & Hahn, 2017). The significance of the research questions offered by the study is that it will make audiences more rational in the choices they make. First, after reading the study, buyers may decide to commit to buying high-quality products as opposed to those of less quality which require replacement every six months. What's more, a majority of the producers that read the study may be influenced to produce high-quality products that make their brand unique in the eyes of customers; with a promise of high quality and longevity of the products involved to customers. Third, the research may influence suppliers to be more committed to excellence.
Historical Data for Key Parameters
The steady sale of electronics in The US does seemed to have followed a clear pattern over time. The frequency with which consumers buy electronics seems quite high. Most producers are looking strike a balance between quality and price get the most customers. Where some are just trying to cash in with cheap and flashy items. The graph below depicts the time line for The US computer/software store sales from 1992 to 2015. Currently, the US Electronics Store Sales is in excess of $25 Billion USD annually.
Source: https://www.statista.com/statistics/197603/annual-computer-and-software-store-sales-in-the-us-since-1992/
The necessity of electronics to us becomes evident when you look at how many US homes have them. The percentage of US house hold owning home computers has incr.
New Technologies Close the Recruitment GapJohn Reites
Applied Clinical Trials (15Sep2014)
Optimizing Patient Enrollment in Global Clinical Trials
Overcoming enrollment issues due to changes in country requirements, how to create less burdensome global protocols with the patient in mind, how to decrease the cost of medicines and care, how to incorporate local assessments/reduce travel, mobile technologies used in global enrollment procedures and the potential of registries to enhance recruitmentless
1. Internet marketing: software for the hard sell.
Once considered unprofessional in the hallowed halls of hospitals, health care marketing has new
life. Tools like the Internet and geographic systems help produce valued-added services and develop
customer loyalty.
While the health care industry has been highly competitive for the last ten years, competitive forces
are intensifying.
So health care providers and managed care organizations must market actively today to offset
collapsing markets and tight money.
The goal: find, please, and retain customers.
In many cases, they are turning to the Internet to make quick and inexpensive personalized
connections with current customers and prospects.
Ernst & Young principal and former health care CIO Steven Ummel explains, "Customers can
become partners with health care providers in maintaining their good health or in trying to reach a
higher level of health status. Technology can take them there and keep them there," he says.
While some may disagree, Ummel believes that Internet marketing can lead to customer loyalty.
"Look how Americans buy other products and services," he says. "Image is everything, convenience
is everything. We like repetitiveness, predictability, affordability, and we like brands.
"So if the Internet provides a repetitive corporate identity and easy access, then yes, I think
customers might form a quick bias to choose that health care provider," he says.
Increased competition
Understanding how to effectively use technology for marketing requires understanding why
marketing has become a necessity.
There are several reasons, according to Ummel
* changing customer expectations;
* managed care;
* too much capacity; and
* fragmented services.
"Ultimately, customers want more value," he says.
"Their expectations are changing. Whenever there is a changing customer expectation level,
2. everyone begins competing to find a new answer, a new solution, a better product -- a better
mousetrap, as it were. Providers, therefore, are scurrying around, merging and improving their
operations. That fosters more improvement opportunities and more competition."
Managed care has, of course, been an impetus to competition within the provider community,
Ummel says.
"Managed care reduces the use of services; it also reduces the level of payment for the reduced level
of service delivery. That kind of assault on your core business gives rise to competition for a
shrinking dollar and even a shrinking market share," he says.
The health care industry also has too much capacity -- too many physicians, too many hospitals, too
many expenditures -- and its services are too fragmented and uncoordinated, Ummel says.
"As a result, opportunists are forming upstart companies that enter traditional markets and compete
against well-established providers. These are the niche players that try to woo a hospital's doctors
into some kind of joint venture and in the process cause a lot of disruptive, rippling effects," Ummel
says.
But while other industries think nothing of responding to competition with more aggressive
marketing, health care providers have not been entirely comfortable with it.
"From the time marketing erupted -- maybe in the 1980s -- doctors and hospitals have considered it
to be unprofessional.
"It is a management competence that is utterly foreign to them," Ummel adds.
Internet marketing
But providers are beginning to find that the Internet is a relatively painless way to dip their toes into
marketing by empowering their customers.
"Technology takes health care information outside of the confines of forbidding hospitals and makes
it more accessible for people as they move around in society. Having this technology in their homes
makes people less dependent on one hospital or doctor for access to information," Ummel says.
Increasing the independence of health care consumers might seem to work against marketing's
objectives, which are, of course, to increase and support a consistent customer pool.
There has, in fact, been a steady growth in the use of the Internet for marketing purposes, according
to a 1997 survey of 311 hospitals and health care organizations by Daniel+Douglas+Norcross, a
marketing, communications, and interactive technology consulting firm in Chattanooga, Tenn.
The survey found that 32 percent of hospitals were using the Internet in some way in their
marketing efforts. Similar surveys in 1995 and 1996 indicated fewer than 20 percent of hospitals
were using the Internet in marketing.
Interest in the Internet marketing indeed is quite fresh: 46 percent of hospitals have been doing it
for only one or two years and 48 percent for a year or less.
More than 70 percent of the respondents in the survey, however, said that the Internet was an
3. important marketing tool now and it would continue to be, at least for the next five years.
Larger hospitals -- those with 400-plus beds and bigger budgets -- are more on the cutting edge of
Internet marketing.
Still, even these hospitals are at what Danny Fell, marketing consultant and partner in
Daniel+Douglas+Norcross, calls "stage one Web presence" -- showing who they are and what they
do.
"Hospitals are using the Internet to communicate with referring physicians or consumers by offering
health information, education class schedules, a directory of physicians," he says
Managed care marketing
Managed care organizations have taken their Web sites further.
"The larger HMOs -- United Health care, Blue Cross and Blue Shield, have developed very robust
sites that have some interactivity so their participants can go in and search for a provider in their
area, sign up for health information, and stay in touch with the managed care plan.
They can also participate in live chats on health topics or Webcasts, subscribe to newsletters, obtain
a personal health profile on-line," Fell says.
Ahead, Fell sees greater use of databases to publish electronic catalogs for medical suppliers.
Just like going to amazon.com and ordering a book, medical suppliers will be helping purchasing
directors fill their medical product shopping carts.
"You could use the technology to create a catalog and customize it for individual purchasers. So
when a purchasing director goes to the Web site, he doesn't get just a generic catalog of products.
He gets one that is customized for his hospital, with a personal welcome message and a PIN
password. He gets a list of the products he buys on a regular basis plus news about products that
are relevant to him and that maybe he should try," Fell says.
Databases also may help capture information. Whenever a customer enters the Web site and
requests information, an instant database will be created not only to fulfill the request but to amass
marketing information.
The Internet allows you to make a database very dynamic and active; so people can go in and sign up
as members of a managed care plan, for example. The information they provide then may be used to
create a marketing database that can be segmented and directed to market certain products to
identified customers," Fell adds.
Then there's direct electronic market research. Online market research may be accomplished in a
number of ways.
"The Internet is a vast resource that may be tapped for competitor analysis ... You can simply go in
and see what your competitors are doing or get instant market research by asking customers to take
a simple quiz or a survey. You lose some control over the market research. That doesn't mean that
data is bad; it just may not be as accurate as other traditional forms of research. But it can be used
in conjunction with other market research to create the reports you need."
4. Future perspectives
The Internet will change the way in which marketers will look at marketing data, Fell predicts.
"In the past we spent a lot of time trying to collect information or dealing with companies that were
in the business of collecting and managing information," he says.
"In the future, it won't be a matter of how much information we collect but how we use this
information to operate our business better. Five years from now, we will have marketing
departments that have dedicated interactive marketing people who are responsible for tying their
Web site into call centers, triage centers, health maintenance programs.
"They will capture whole markets with targeted information -- such as women with AIDS or children
with MS [multiple sclerosis], and hospitals and physicians will come together to use this medium
efficiently," Fell says.
[ILLUSTRATION OMITTED]
RELATED ARTICLE: Mapping the market: managed care and geographic systems
Without geographic information systems, "I don't know how managed care organizations could
promote their different lines of business or sell their companies to employer groups," says Jennifer
Johnson, health systems analyst with Blue Cross and Blue Shield of Georgia.
BC/BS is the largest HMO in the state of Georgia. It has between 4,500 and 5,000 primary care
providers in its network and up to 18,000 in its preferred provider organization.
"It would be a very tedious, manual process, and the reports wouldn't be nearly as aesthetically
pleasing," says Johnson, who has been using a GIS for almost four years. "I can't imagine not having
a tool like this.
"We've been able to increase our membership because we can quickly and efficiently prove to
requesting employer groups that we can provide the business," she says.
When an employer group is interested in getting health insurance through BC/BS, Johnson plugs in
the addresses of the employees and their zip codes, pulls down the files of providers, runs the two
sets of data in conjunction with GIS software: Out pops a map showing how well the provider
network matches.
BC/BS also uses the GIS as an internal management tool.
"We plot our provider networks against our existing membership file to find out if we are weak in an
area, if there is an area with poor access, so we can decide whether or not we want to contract with
more providers there. And we can be as specific as we want to be. We can look only at OB/GYNs, or
at certain access standards, such as the number of providers within one or ten or 30 miles," she
says.
Tom Lauerman, partner and co-founder of GeoAccess, Overland Park, Kan., says that for managed
care to be successful, managed care organizations have to address three issues -- cost, quality, and
accessibility.
5. "They must have a greater cost benefit ratio than fee-for-service, make sure the physicians in their
networks are of good quality, and provide members with reasonable access to those physicians," he
says.
Geographic information systems affect all three: they generate reports and maps that show managed
care organizations where gaps in network coverage exist, help select network providers that are
convenient for members, and keep costs down.
Geographic information systems are used by oil exploration companies, banks, real estate firms and
government planning bodies. In health care, they are used to create data files that match members
of managed care organizations with network providers, show how members' relationships with their
providers will be disrupted by switching from one health plan to another, and prepare customized
provider directories that are more manageable and less costly.
GIS are especially helpful at contracting time. An employer may want to move its employee health
plan from company A to company B. The employer wants to know what will happen to employees
who will have to change physicians. With a GIS, a managed care organization can produce maps and
reports for sales presentations that highlight where its providers are located in relation to the
employees -- down to the zip code level -- and tabulate how far employees will have to travel to find a
provider.
At enrollment time, a managed care plan needs to tell its enrollees who providers are and where
their offices are. That typically has been done by producing a thick paper directory. A GIS, however,
can produce personalized directories that list only the providers that are near a subscriber. By
placing these directories on the Internet, enrollees get the information at a fraction of the
cost."When you figure the costs for storage, postage, and waste, you're talking about anywhere from
$5 to $15 for a printed directory ... on the Internet, the cost is well under a dollar per subscriber,"
Lauerman adds.
Karen Sandrick is a Chicago-based writer who specializes in health care and technology issues.
COPYRIGHT 1998 Nelson Publishing
No portion of this article can be reproduced without the express written permission from the
copyright holder.
Copyright 1998 Gale, Cengage Learning. All rights reserved.