Why can't providers know the health and wellness of patients in real time?

1. What if managing your health could be as easy
as using Google?

2. The last, best customer experience anyone has
anywhere…

3. Is their minimum expectation for the healthcare experiences
they want everywhere…

4. …for everyone, every time, at any time, and on any device
In 2-3 years, healthcare companies must deliver a remarkable
customer experience…

5. Driving Health & Wellness through a cognitive cloud is what
makes consumerism a strategic tool
Lead With
Customer
Experienc
e
Employ
Design
Thinking
Use Any
Device At
Any Time

6. Consumerism Access, & Engagement Must Be:
Cognitive, 24x7, Transactional, Personalized
Consumers do not want to call
Consumers want to engage with mobile devices
Consumers want to know, “Am I healthy
today?”

7. Designing A Better Care Model
What Would Make The Care Model More
Effective for Patients?
What Is Missing?
• Healthcare has no habitual, current information
about all aspects of the patient’s health
• There is little capability to demonstrate:
• Are patients taking their medication
• Are they taking it correctly & all of it
• Are they refilling it on time
• Are they getting better
• What other illnesses may they have

8. How Can The Wellness Model Become
Effective for Patients & Consumers?
Nothing Is Known About Anyone’s Current Health:
EMR: Data about how someone’s health
was about a specific illness
Neither providers, payers, or pharma
accesses the data people collect using
smart apps and wearables

9. Patients & Consumers Are Asking…
Who Wants To Manage My Wellness?
Patients & Consumers collect a lot of health data…
Health Apps
Wearables
Healthcare does not collect, assess or respond to
consumers about their own health data

10. The Data Patients & Consumers Collect About Themselves is…
…almost worthless
“I’m not a security guard; I’m a security
monitor…The bank is being robbed.”
The health data people collect about themselves is not even
monitored

11. Patients & Consumers Are Asking…
Can you manage my health & wellness?
• Collect my health data every day
• Turn my data into information
• Analyze the information
• Tell me what to do
• Let me interact cognitively with you
Habitual, COGNITIVE Health…”OK Google”

12. OnStar Is Doing This Today For Cars
• They collect my car’s data every day
• Turn my data into information
• They analyze my information
• They tell me when my car needs a checkup
Nobody Is Doing This Today For Healthcare
…but they could…

13. ▪ Real-time access & engagement
▪ User-Centered-Design for a great user
experience
▪ Reduces the number of calls & repeat calls
▪ Triples the customer service hours
▪ Increases care coordination, patient acquisition &
retention
▪ Increases customer and patient satisfaction
“OK Google. Please schedule
the next available MRI”
“We have one at 10 Monday
morning. But if you take the 6
PM appointment, we will
discount you 10%, and if you
pay now, we will discount
another 10%. Also, I see you
need a refill on your Toprol.
Would you like me to refill that?”
What Could A Cognitive, Google Customized Healthcare Concierge Do?

14. What Are The Benefits Of A Healthcare Concierge?
▪ “Own” the consumer by owning their health data
▪ Increase Patient & Consumer acquisition
▪ Increase Patient & Consumer retention and
referrals
▪ Capture more of the healthcare food chain
▪ Turn wellness consumers into patients
▪ Become the provider of choice, and make PCP
visits the exception
▪ Improve care
▪ Drive wellness & earn wellness reward points
“I will keep my appointment.””
“Your appointment at the is running
30 minutes late. May we
reschedule it for you? We awarded
you 100 wellness points for the
inconvenience.”
“Both of your children need back
to school physicals. We added
extra practitioners the week of
August 3rd to provide physicals.
Your daughter Sally needs the
Tdap vaccine. Do you want to
schedule these?”

15. What if Consumers & Patients Could Manage Their Health & Wellness
Simply By Saying “OK, Google”?

16. Recasting how Patients & Consumers Manage their Health
Consumers demand a Healthcare Consumerism Model that is:
User-Friendly
Portable
Interactive
Omni-Channel
Omni-Present
Habitual

17. Out Of Many, One
What if this… …became this?

18. …healthcare in your pocket?
An Integrated Consumer Healthcare Portal

19. Healthcare Consumerism Must Become as Easy & User-Friendly as…
Amazon, Retail Banking, UBER, & Pokémon
Health
Care
Proactive
Wellness

20. Together, We Can Redefine Healthcare Consumerism