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Taking the Digital Pulse: Why Healthcare Providers Need an Urgent Digital Check-Up
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Digital technologies are altering the 
very fabric of the traditional healthcare 
delivery model. Consumers are actively 
embracing digital tools to take charge of 
their health. Consider this: no less than 
86% of respondents in a survey reported 
that they wanted to take a more proactive 
role in their healthcare decisions, and 
76% reported that they have the tools 
and information to do so . 
Is the Healthcare Industry Digitally Fit? 
4 million mobile health 
app downloads occur 
every day. 
45% of consumers search 
for health information on 
social media channels. 
Social media and mobile platforms 
are becoming increasingly important 
channels for consumers. A survey found 
that 45% of respondents search for 
health information and close to 34% ask 
for health-related advice on social media 
channels2. The four million mobile health 
app downloads that occur every day also 
give consumers an easy way to track their 
health3. And this development is driving 
leading device vendors, such as Apple 
and Samsung, into the digital health 
tracking market. 
Where does this leave the traditional 
healthcare industry? There is renewed 
pressure on healthcare providers to not 
only engage with consumers through new 
digital channels, but also to recognize 
and act on the opportunities that digital 
technologies present. For instance, 
digital technologies can dramatically 
transform chronic disease management, 
by allowing doctors to monitor patients 
remotely. Wearable digital trackers 
enable consumers to participate in 
what is increasingly being known as the 
quantified self age. 
So how is the healthcare industry 
responding to these new opportunities? 
Figure 1: Digital Maturity by Industry 
Source: Global Healthcare Survey by Capgemini Consulting, 2013; Global Digital Maturity Assessment Survey by Capgemini Consulting and MIT Center for Digital 
Business, 2012 
Are the industry and the current 
healthcare delivery model adapting 
to changing consumer needs rapidly 
enough? To obtain a clearer picture of 
current digital readiness, we conducted 
a survey of global healthcare players (see 
Survey Methodology at end of paper). 
We also compared the digital maturity of 
the healthcare industry with that of other 
industries, based on a previous study 
conducted jointly with the MIT Center for 
Digital Business4. The results will probably 
not come as a surprise to many of us. 
We found that healthcare is significantly 
less mature than many industries in the 
adoption of digital technologies (see 
Figure 1). 
Banking 
Consumer 
Packaged Goods 
Insurance 
Pharmaceuticals 
Retail 
High Technology 
Travel and Telecom 
Hospitality 
Utilities 
Healthcare 
Digital Intensity 
Transformation Management Intensity 
Beginners Conservatives 
Fashionistas Digirati 
Manufacturing 
Digital Intensity: Investment in 
technology-enabled initiatives to change 
how the company operates 
Transformation Management 
Intensity: Creating the leadership 
capabilities necessary to drive digital 
transformation in the organization
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Mayo Clinic has set up a dedicated center to coordinate its various social media programs. 
Cleveland Clinic’s Twitter account has been recognized by TIME magazine as one of the 140 best Twitter feeds of 2014. 
Only 20% of cardiac patients who used Mayo Clinic’s post-surgery monitoring app were re- admitted to a hospital within three months of surgery, compared with 60% of those who did not use the app. 
Our survey also revealed a wide disparity in the digital maturity of healthcare providers. Only 33% were found to be digitally mature or Digirati5, while the majority were found to be lagging in the use of digital technologies. From our survey, we uncovered areas where the healthcare Digiratis are considerably further along the maturity curve compared with the non-Digiratis6. Below, we compare and contrast these areas to see where the gaps lie. 
Digitally Mature Healthcare Providers Leverage Social Media Extensively to Engage with Consumers 
Social media affords the opportunity for organizations to build ongoing relationships with their customers. And the Digiratis among healthcare providers recognize this potential. For instance, leading US-based healthcare organizations, Mayo Clinic and Cleveland Clinic, have carefully crafted their social strategies around helping consumers connect with healthcare experts and providing them with easy access to high-quality medical content. Mayo Clinic, which caters to more than a million patients every year7, has set up a dedicated unit – the “Mayo Clinic Center for Social Media” – to coordinate its various social media programs that aim to help consumers find the best medical information, and connect with healthcare professionals as well as other consumers. The clinic’s focus on content has helped it build a significant reputation as a trusted source of medical information. It has close to 800,000 followers on Twitter8 and has been rated the most popular provider of medical information on YouTube9. 
Cleveland Clinic, an Ohio, US-based multi-specialty medical center, has similarly focused its social media strategy on providing consumers with timely, relevant information that helps them solve problems and make healthy lifestyle choices. The clinic constantly tracks user activity on its social media pages and looks for ways to make its content more engaging. As a result, it has among the highest levels of social reach among healthcare providers with over 1 million followers on Facebook, and over 2 million visits per month to its online patient education portal - “Health Hub”10. In addition, Cleveland Clinic’s Twitter account has been recognized by TIME magazine as one of the 140 best Twitter feeds of 201411. 
Unfortunately, Mayo Clinic and Cleveland Clinic are in the minority when it comes to using social media. Our survey revealed that most non-Digirati healthcare providers do not leverage social media effectively (see Figure 2). For instance, only 18% of non-Digiratis use social media channels to provide services to customers, compared with 58% of Digiratis. Paul Matsen, Chief Marketing and Communications Officer at Cleveland Clinic, highlights a common mistake that many healthcare providers make, by using social media channels only to share information about their organizations, rather than focusing on issues of interest to consumers – “Consumers are busy and consumed by the stresses they face each day. They are looking to healthcare providers for help and answers. Offering up social media posts that focus inward on your own organization typically will not be as engaging as content that provide an immediate personal pay-off12.”
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Figure 2: Use of Social Media - Comparison of Healthcare Digirati and Non- Digirati 
Source: Capgemini Consulting Analysis 
Most Healthcare Providers do not Use Mobile Channels Effectively 
Mobile platforms have made significant inroads into digital health. Consumers are increasingly getting comfortable with using their mobile phones for accessing health-related information. This has resulted in the proliferation of mobile apps targeting the mobile health market. Indeed, one research estimates that there are as many as 100,000 mobile health apps available on the market currently13. 
Some healthcare providers have rightly recognized the power of this platform. For instance, Mayo Clinic has developed a smartphone app that enables cardiac patients recovering from surgery to monitor their vital signs and track their recovery. In a pilot study, the app was found to dramatically reduce patient re- admissions during the recovery period. Only 20% of patients who used the app were re-admitted to a hospital within three months, compared with 60% of those who did not use the app14. The clinic has now gone a step further and partnered with Apple to further boost its mobile initiatives. As part of the partnership, Mayo Clinic plans to provide follow-up recommendations to consumers who use Apple’s HealthKit app and mobile sensors to monitor their health parameters. 
Only 21% of non- Digiratis use digital technologies to customize services for consumers, compared with 47% of Digiratis. 
74% 63% 58% 21% ...monitorreputation…promote productsand services…provide customer serviceWe use social media to… % of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati21% 18%
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Figure 3: Use of Mobile Channels - Comparison of Healthcare Digirati and Non-Digirati 
Source: Capgemini Consulting Analysis 
Examples like these of investments in mobile technologies are rare in the healthcare industry. The majority of healthcare players do not use mobile channels effectively (see Figure 3). This tendency can be seen in poor usage of mobile channels for in-hospital communication. In fact, recent research suggests that close to 90% of hospitals still rely on pagers for communication, considering them to be more secure compared to smartphone-based communication15. However, outmoded modes of communication - such as pagers - are far less efficient and are estimated to cost US hospitals $8.3 billion a year in reduced productivity. They also impact on quality of care as they take away from the time that doctors can spend interfacing directly with patients16. 
Healthcare Providers Do Not Leverage the Opportunity for Personalization of Care That Digital Technologies Enable 
Hospitals have access to a wealth of digital data from various sources such as clinical information systems, electronic health records, and connected health devices. When used effectively, these data sets offer numerous opportunities for the personalization of healthcare services. Analysis of a patient’s health history and genetic makeup can help doctors diagnose diseases more precisely and customize treatment plans. For instance, the Chicago-based NorthShore University Health System uses predictive modeling techniques to identify and treat patients who are likely to develop infections related to the Methicillin-Resistant Staphylococcus Aureus (MRSA) bacteria. The hospital has built a sophisticated algorithm based on nearly 27 variables that helps it detect high-risk patients more accurately17. Canada’s St. Paul’s Hospital, on the other hand, is implementing a Big Canada’s St. Paul’s Hospital is implementing a Big Data analytics solution that will analyze genetic data in order to identify ways in which specific strains of the HIV virus affect a patient. 
Data analytics solution that will help it tailor treatments for HIV/AIDS patients. The solution aims to analyze genetic data in order to identify ways in which specific strains of the HIV virus affect a patient, and develop individualized treatment plans18. 
Despite many such opportunities to customize care using digital technologies, only 21% of non-Digiratis do so compared with 47% of Digiratis. Phil Fasano, CIO at US-based managed care consortium Kaiser-Permanente, underscores the benefits of Big Data for personalization while also highlighting some challenges - “The future of Big Data lies in its ability to support the safest, highest quality, most individualized care without constraint of borders and boundaries. But there are challenges - health care is a highly regulated industry with significant sensitivities about security and privacy of information19.” 
So why do a majority of healthcare providers, barring a few notable exceptions (see insert on Cleveland Clinic), lag in the use of digital technologies? Is it a simple function of investment or are there more foundational challenges holding them back? We explore some of the key issues in the next section. 
8% …promote productsand services…providecustomer serviceWe use mobile channels to… % of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati58% 63% 13%
Cleveland Clinic: Putting Customer Centricity at the Heart of Digital Transformation 
Founded in 1921, Cleveland Clinic operates a 1,440-bed hospital at its main campus in Cleveland, Ohio, as well as other facilities in the US and Canada. The Clinic has had a long reputation for medical excellence. For 19 consecutive years, it has been rated the best hospital in the US for cardiology and heart surgery. However, in 2004, it ranked amongst the bottom 10% of hospitals in the US in terms of patient satisfaction. The new CEO at the time decided to embark on several digital initiatives to set right things. This resulted in its overall ranking for patient satisfaction rising to the top 8% and made it a poster-child for customer excellence within the healthcare industry. 
Some of the key milestones in its digital journey include: 
Use of Digital Channels for Customer Interaction: Cleveland Clinic implemented an open access scheduling system that enabled patients to log in to a patient portal and make their own appointments. It launched an online patient educational portal, “Health Hub”, to provide wellness and clinical treatment information to users. The clinic also focused on building a strong presence on social media platforms, such as Facebook and YouTube. In addition, the clinic launched a mobile- optimized website as well a mobile app to provide users with personalized health content. 
Providing Online Access to Electronic Medical Records: Cleveland Clinic has focused on enabling its patients to view their medical records and test results online. Patients are also offered the option of signing up for email notifications or secure messages from their physicians whenever new information is made available. 
Focus on Big Data Analytics: In 2009, the Cleveland Clinic’s innovation spinoff, “Explorys”, launched a SaaS (Software as a Service) solution that provides healthcare companies with a secure, cloud-based analytics platform. The platform allows them to explore care options using clinical, financial and operations data from 120 hospitals and 15 million patients. Cleveland Clinic continues to have a minority stake in the company and has deployed Explorys’ cloud platform for its own use as well. 
Investments on Improving Accessibility to Care: Recently, Cleveland Clinic announced a partnership with HealthSpot, a telehealth firm, to provide remote health facilities through HealthSpot’s virtual walk-in kiosks. HealthSpot‘s kiosks are private enclosures equipped with touch screens, and integrated medical devices that will stream medical information to doctors in real time, allowing them to treat patients remotely. 
Investments in Digital Leadership: Cleveland Clinic was the first healthcare organization in the United States to appoint a Chief Experience Officer to drive its customer experience initiatives centrally. The clinic also has a centralized Digital Engagements team that is responsible for curating and distributing content on various social media platforms. The clinic has also set up a “Mobile Center of Excellence” to manage its mobile initiatives. The center not only takes new app ideas from ideation to launch, but also applies analytics on post-launch user data in order to drive further improvements in the app and user experience. 
Source: MyClevelandClinic.org, “Cleveland Clinic Ranks No. 1 in Heart Care for 19th Consecutive Year in U.S. News & World Report’s “Best Hospitals 2014””, July 2013; Forbes, “Cleveland Clinic’s Patient Satisfaction Strategy: A Millennial-Friendly Experience Overhaul”, March 2014; HBR, “Health Care’s Service Fanatics”, May 2013; Health Leaders Media, “Secret to Cleveland Clinic’s Social Media Success: Content”, June 2014; Parker White, “Health Brands Look to Create Differentiation + Connect to Consumers”, May 2014; Cleveland Clinic.org, “Office of Patient Experience”; Networkworld, “Health-IT early adopters well-poised for big-data advances in clinical medicine”, April 2013; Healthcare IT News, “5 ways Cleveland Clinic improved its patient engagement strategies”, October 2013; MyClevelandClinic.org, “Cleveland Clinic, HealthSpot to Expand Telehealth Capabilities Through Walk-In Kiosks”, May 2014
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Why are Healthcare 
Providers Unable to Mature Digitally? 
Digirati healthcare 
providers have a clear 
vision for digital 
transformation, backed 
by a defined roadmap as 
well as adequate funding. 
Figure 4: Approach to Digital Transformation - Comparison of Healthcare Digirati and Non-Digirati 
Source: Capgemini Consulting Analysis 
The absence of a cohesive approach to 
digital transformation, combined with 
a lack of relevant internal processes 
and skills, are impeding true digital 
transformation among the majority of 
healthcare providers. 
Most Healthcare Providers 
Lack a Systematic 
Approach towards Digital 
Transformation 
Our research revealed a marked 
difference between the approaches that 
Digiratis and non-Digiratis take towards 
digital transformation. Digiratis have a 
clear vision for digital transformation, and 
back it up with a defined roadmap as well 
as adequate funding for digital initiatives. 
Non-Digiratis, however, lag on each of 
these aspects (see Figure 4). 
The role of a strong vision and leadership 
support in driving digital transformation 
cannot be overemphasized. For instance, 
Cheryl Paxton-Hughes, Executive 
Director at the Center for Connected 
Medicine at University of Pittsburgh 
Medical Center, points to the role of its 
CIO, Dan Drawbaugh, in its successful IT 
transformation. She says – “I think what 
has made us successful is our CIO and 
senior vice president, Dan Drawbaugh, 
doesn’t think like a technologist but rather 
as a businessperson. Even when we go 
to him about our IT ideas, the first thing 
he always asks us is, ‘What impact will 
this have on the business, and how will it 
shape and change the way our patients 
receive care?’ He also does a very good 
job of collaborating with the other C-level 
leaders of our organization and ensures 
that any of the systems or applications 
that we implement are driven by the 
organization as a whole20. 
79% 
79% 
Senior executives share a common vision of 
how our organization should change 
through digital technologies 
There is a high-level roadmap 
for digital transformation 
Adequate funding is being allocated 
for digital transformation 
Digital Transformation Vision, 
Roadmap and Funding 
% of respondents agreeing with the statement 
Healthcare Digirati Healthcare Non-Digirati 
84% 
28% 
33% 
31%
8 
In addition, Digiratis take active steps in breaking down any organizational barriers that impede the adoption of digital technologies (see Figure 5). These barriers typically include resistance towards new modes of working, lack of clearly defined roles and responsibilities to drive digital initiatives, and difficulties in coordinating digital initiatives across organizational silos. Unlike the Digiratis, however, most non-Digirati healthcare providers do not take the necessary measures to address these barriers. 
Many Healthcare Providers Still Operate with Manually-Intensive and Inflexible Processes 
The rapidly evolving digital landscape necessitates that hospitals need 
Only 31% of non- Digiratis have automated their core processes, compared with 63% of Digiratis. 
Figure 5: Managing Digital Transformation - Comparison of Healthcare Digirati and Non-Digirati 
Source: Capgemini Consulting Analysis 
89% 89% 68% 74% 51% 41% 28% The top management of the organization is actively promoting a vision of the future that involves digital technologies The organization is promoting the necessary culture changes for digital transformationDigital initiatives are coordinated across silos such as functions or regions Roles and responsibilities for digital initiativesare clearly defined within the organizationPromoting ChangeCoordinating Digital InitiativesDigital Transformation Management Initiatives% of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati38% 
processes that can respond quickly to patient requirements. However, our survey shows that healthcare non- Digiratis still depend mainly on manual processes that lack flexibility. Only 31% of non-Digiratis have automated their core processes, compared with 63% of Digiratis (see Figure 6). 
In addition to investing in process automation, Digiratis create integrated views of data for customers, operations and financials, which further enhances the efficiency of their core processes (see Figure 7). Ottawa Hospital, for instance, developed a centralized care management system that provides doctors with a unified view of a patient’s progress reports21. The hospital also equipped doctors with iPads so that they could access clinical information, view clinical images such as X-Rays and CT scans, and show patients the progress of their recovery right from the bedside. As a result, the hospital was able to dramatically improve process efficiency by helping doctors save nearly two hours per day in clinical care activities22.
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Digitally Mature Healthcare 
Providers Have Strong 
Digital Skills 
Our research found that non-Digirati 
healthcare players lack digital skills 
across the board – in the areas of digital 
leadership, mobile, analytics, social 
media, as well as embedded devices 
(see Figure 8). This co-relates directly with 
the gaps in the same areas - analytics, 
social media and mobile - and the overall 
low digital maturity of non-Digiratis. The 
digital leaders, on the other hand, invest 
heavily in strengthening their digital skills. 
We found that while only 36% of non- 
Digiratis invest in building digital skills, 
84% of Digiratis do so. For instance, the 
New York based Mount Sinai Hospital 
hired 100 data scientists23 and invested in 
bringing in top Silicon Valley data analytics 
talent. This was to build a Big Data facility 
that will map patients’ genomes to predict 
diseases and personalize treatment24. In 
addition to hiring experts in genomics, 
the hospital also looked outside of the 
medical fraternity to hire talent. One of its 
key hires includes Jeff Hammerbacher, a 
leading data scientist who is credited with 
starting Facebook’s data science team25. 
So, while there are clearly some digital 
leaders in the healthcare provider industry, 
how can the overall industry transform to 
become more digitally mature? What are 
the key areas the industry should focus 
on? We discuss these issues in the next 
section. 
Figure 7: Use of Data - Comparison of Healthcare Digirati and Non-Digiratis 
Figure 6: Process Digitization - Comparison of Healthcare Digirati and 
Non-Digirati 
Source: Capgemini Consulting Analysis 
Source: Capgemini Consulting Analysis 
% of respondents agreeing with the statement 
Healthcare Digirati Healthcare Non-Digirati 
63% 
63% 
63% 
Our core processes 
are automated 
We monitor our 
operations in real time 
Our operational processes 
can adapt quickly to external 
changes 
31% 
15% 
15% 
% of respondents agreeing with the statement 
Healthcare Digirati Healthcare Non-Digirati 
84% 
95% 
100% 
…client 
data 
...operational 
data 
...financial 
data 
We have an integrated 
view of… 
33% 
46% 
67%
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Figure 8: Availability of Digital Skills - Comparison of Healthcare Digirati and Non-Digirati 
Source: Capgemini Consulting Analysis 
68% 68% 63% 28% % of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati…digital leadership...mobile...social media...analytics...embedded devicesWe have the necessaryskills in the areas of… 84% 31% 23% 18% 49% 74% 
New York based Mount Sinai Hospital hired 100 data scientists and invested in bringing in top Silicon Valley data analytics talent in order to build a Big Data facility. 
Ottawa Hospital helped its doctors save nearly two hours per day in clinical care activities by equipping them with iPads connected to a centralized patient information system.
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How Can Healthcare Providers 
Move Up the Digital Curve? 
To attain higher levels of digital maturity, 
we recommend a four-step process 
that focuses on systematically planning 
digital transformation activities and 
laying the groundwork for sustainable 
transformation (see Figure 9). 
Define a Vision and Secure 
Top-Management Buy-in 
The journey to digital maturity must begin 
with a clear understanding of how digital 
technologies can impact on healthcare 
delivery. For instance, Cleveland Clinic 
defined its transformation goals based on 
a deep understanding of patient needs. 
Healthcare organizations 
should appoint a 
Digital Czar and set 
up a dedicated Digital 
Services Unit (DSU) to 
oversee and coordinate 
digital initiatives across 
organizational silos. 
To do so, the clinic conducted surveys 
and studies, and even sought inputs from 
patients26. The next step in the journey 
should involve a detailed assessment of 
existing digital capabilities, starting with 
an inventory of all digital initiatives that 
have been rolled out or are currently 
underway in various departments across 
the healthcare organization. It must also 
include an evaluation of processes and IT 
systems, and existing digital skill levels. 
These steps will ensure that healthcare 
organizations have a firm basis for 
defining their vision and focus areas for 
digital transformation. Once defined, it is 
imperative that the vision has the buy-in 
of the entire C-suite leadership. 
Figure 9: Driving Sustainable Digital Maturity 
Source: Capgemini Consulting Analysis 
Frame the Digital Challenge 
Focus Investments 
Sustain the Transformation 
 Build Capabilities 
Align Incentives & Rewards 
Measure, Monitor & Iterate 
Signal the Change 
Mobilize at Scale 
Evolve Culture & Adapt Work Practices 
Understand the Impact 
Assess Digital Maturity 
Develop Vision & Align Around It 
 
 
 
 
 
 
 
 
Build a Digital Roadmap 
Build Investment Case 
Set up Governance Model 
 
 
 
Engage the Organization 
Mobilizing the Organization Focusing Investment 
Sustaining the Digital Transition Framing the Digital Challenge 
Align incentives 
and rewards 
Measure, 
monitor 
and iterate 
Build 
awareness 
Know your 
starting point 
Craft a vision 
and align top team 
Build Your 
transformation 
roadmap 
Align the 
investment and 
funding case 
Govern 
Across 
Silos 
Build foundation 
skills 
Set new behaviors 
and evolve culture 
Earn the right 
To engage 
Signal your 
ambitions 
Sustain Frame 
Engage Focus
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Establish a Transformation Roadmap and Governance Model to Drive Digital Initiatives 
The next step in digital transformation involves identifying specific digital initiatives and defining a roadmap for their implementation. Each initiative must be evaluated based on its business impact – and specifically, its impact on enhancing the patient experience. Some of these initiatives could be quick wins 
Senior management must focus on cascading its vision for digital transformation across the entire organization. 
Figure 10: Indicative List of Digital Initiatives 
Source: Capgemini Consulting Analysis 
that deal with well-established, mature technologies with immediate customer readiness. The skills required for implementing such initiatives are usually available easily. Other initiatives could be more long-term and require sustained investments in building digital assets. We propose an indicative list of such initiatives (see Figure 10). In the end, however, the choice of initiatives would depend heavily on each healthcare organization’s specific goals and focus areas. 
Train staff to respond to customer queriesBuild simple appointmentscheduling appsSend reminder textsto patientsInvest in reputationmonitoring toolsApply descriptive analytics techniques to better understand healthcare costs and outcomes Social MediaMobileAnalyticsQuick Wins   Graduate from descriptive to predictive and prescriptive analytics techniques to predict onset of disease and develop personalized treatment plansDevelop mobile platforms to enable remote health monitoring, integrate mobile apps with electronic medical recordsUse social media to provide high-quality immersive content, establish norms for reverting to customer queries within stipulated timelines Long-Term Initiatives
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Healthcare organizations should also set up strong governance mechanisms to drive the implementation of digital initiatives. One of the ways of accomplishing this is to appoint a Digital Czar, along the lines of Cleveland Clinic’s decision to appoint a Chief Experience Officer. Healthcare firms should also set up a dedicated Digital Services Unit (DSU) to oversee and coordinate digital initiatives across organizational silos. The DSU in turn should consist of Centers of Excellence (CoEs) dedicated to the advancement of digital initiatives in a specific area. There are a number of organizations that provide inspiration for such CoEs. These include the Mayo Clinic Center for Social Media, the Mobile Center of Excellence at Cleveland Clinic, or Mount Sinai Hospital’s Icahn Institute for Genomics and Multiscale Biology, which focuses specifically on Big Data analytics. 
Promote Internal Collaboration and Knowledge Sharing to Drive Internal Engagement 
To build a truly digital healthcare organization, employees need to embrace digital internally. Senior management must focus on cascading its vision for digital transformation across the entire organization. Organizations must also build a digital communication backbone across the organization through online training, videos, podcasts for management announcements, and community platforms for knowledge and idea sharing. In addition, healthcare organizations should identify digital ambassadors - doctors and nurses who are early-adopters of digital technologies - who in turn can share their experiences and drive adoption among their peers. 
Prioritize Skill Development and Operational Excellence for a Sustained Digital Advantage 
While gaps in digital skills can be filled initially by outsourcing solution development, internal skill development is essential for long-term sustained growth. Organizations need to invest actively in training programs and hire experienced digital professionals in order to instil a digital DNA throughout the organization. In addition, healthcare providers must continually strive towards streamlining internal operations, so that they are equipped to respond rapidly to changing market requirements. Healthcare providers need to integrate disparate data sources to generate a single source of data for all customer, operations and financial data. They must also invest in advanced analytics infrastructure and clinical decision support systems that enable them to deliver cutting- edge patient care. The University of Pittsburgh Medical Center, for instance, has undertaken one of the healthcare 
Healthcare organizations should identify digital ambassadors - doctors and nurses who are early-adopters of digital technologies - who in turn can share their experiences and drive adoption among their peers. 
Investing actively in training programs and hiring experienced digital professionals are some of the efforts needed to instil a digital DNA in an organization. 
industry’s most ambitious Big Data Analytics initiatives. It involves a $100 million investment in combining clinical, genomic, insurance, and financial data from more than 200 sources into a single data warehouse27. 
The healthcare sector is at an inflection point, created by rising costs and a growing chronic disease burden. At the same time, healthcare consumers are more empowered today and are taking greater control over their healthcare decisions. Digital technologies can help healthcare providers contain costs, address evolving customer needs, and dramatically enhance quality of care. However, despite some striking examples of the impact of digital technologies in the healthcare sector, digital initiatives in most healthcare organizations have not taken off. Healthcare providers must bear in mind that there is no room for complacency in the digital world. They must act now to make digital the lifeblood of their organization and growth ambition.
14 
Survey Methodology 
About the Digital in Healthcare Survey 
Capgemini Consulting carried out extensive research to understand the digital maturity of healthcare providers. Our first Global Healthcare Survey covers 58 healthcare providers across 8 countries in North America, Europe and Asia. The survey assesses digital maturity levels of healthcare organizations based on their “Digital Intensity” and their “Transformation “Management Intensity” and classifies them as Beginners, Conservatives, Fashionistas and Digirati (see Figure below). For the purposes of this report, we classify Beginners, Conservatives and Fashionistas as “non-Digirati”. The findings from our statistical analysis, supplemented by our earlier qualitative research and additional interviews, serve as the basis for the findings and recommendations in this report. 
Four Levels of Digital Maturity 
               Many advanced digital features (such as social, mobile) in silosNo overarching visionUnderdeveloped coordinationDigital culture may exist in silosManagement sceptical of the business value of advanceddigital technologiesMay be carrying out some experimentsImmature digital cultureDigital intensity measures how advanced digital initiatives arewithin an organization. This includes investments in customerexperience, operational processes, business model transformation, as well as digital capabilities. Transformation management intensity measures seniorexecutives’ capability to drive change throughout the organization. This includes creating and communicating a clear vision, establishinggovernance mechanisms, facilitating cross-silo coordination, andbuilding a digital-ready culture. Strong overarching digital visionGood governanceMany digital initiatives generating business value inmeasurable waysStrong digital cultureOverarching digital vision exists, but may be underdevelopedFew advanced digital features, though traditional digitalcapabilities may be matureStrong digital governance across silosTaking active steps to build digital skills and cultureFashionistasDigiratiConservativesBeginnersTransformation Management Intensity 
Source: Capgemini Consulting and MIT Center for Digital Business – “Digital Transformation: A roadmap for billion-dollar organizations”
1 Wolters Kluwer Health, “Wolters Kluwer Health Quarterly Poll: Consumerization of Healthcare”, November 2012 
2 National Research Corporation, “Consumers Going Digital With Their Healthcare Experiences Means Providers Must Step It Up”, March 2014 
3 BusinessInsider, “10 Ways Mobile Is Transforming Health Care”, June 2014 
4 Capgemini Consulting and MIT Center for Digital Business, “The Digital Advantage: How Digital Leaders Outperform their Peers in Every Industry”, November 2012 
5 Digiratis have the digital maturity not only to build digital innovations, but also to drive enterprise-wide transformation. 
6 Non-Digiratis have limited digital capabilities either due to a lack of awareness on the business benefits of digital technologies or the lack of a transformation vision, or both. 
7 MayoClinic.org, “Mayo Clinic Facts — 2012” 
8 Mayo Clinic’s Twitter page as of June 2014 
9 MIT Sloan Management Review, “Mayo Clinic Leads Social Conversations About Healthcare”, July 2013 
10 Health Leaders Media, “Secret to Cleveland Clinic’s Social Media Success: Content”, June 2014 
11 Time.com, “The 140 Best Twitter Feeds of 2014”, May 2014 
12 Health Leaders Media, “Secret to Cleveland Clinic’s Social Media Success: Content”, June 2014 
13 Information Week, “9 Mobile Apps To Get You Fit”, June 2014 
14 FierceMobile Healthcare, “Smartphone app proves valuable for cardiac patients”, April 2014 
15 Rock Health, “Why Doctors Still Use Pagers”, July 2013 
16 Business Wire, “Ponemon Institute Study Finds that Outdated Communication Technologies Cost U.S. Hospitals More than $8.3 Billion Annually”, May 2013 
17 Healthcare Financial Management Association, “Predictive Analytics: Pinpointing How To Best Allocate Patient Resources”, March 2013 
18 Business Cloud, “Canada’s largest HIV treatment centre taps SAP, PHEMI for big data project”, February 2014 
19 Wall Street Journal, “Health Care Plays Catch-Up with Big Data”, June 2014 
20 Xchange Events, “UPMC’s Analytics Project Uses Technology To Enhance Overall Patient Care”, February 2013 
21 Insights on Business, “The Digital Hospital – A Way of Thinking About the Future”, September 2013 
22 Apple, “Enhancing bedside manner with iPad.” 
23 American Association for Clinical Chemistry, “The Rise of Big Data”, March 2014 
24 Mount Sinai Hospital, “Fast Company Names Icahn School of Medicine as One of World’s Top Ten Most Innovative Companies in Big Data”, February 2014 
25 MIT Technology Review, “A Hospital Takes Its Own Big-Data Medicine”, September 2013 
26 HBR, “Health Care’s Service Fanatics”, May 2013 
27 Information Week, “How UPMC Plays To Win In Healthcare IT”, September 2013 
References
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change. 
Find out more at: 
http://www.capgemini-consulting.com/ 
With more than 130,000 people in over 40 countries, Capgemini 
is one of the world’s foremost providers of consulting, 
technology and outsourcing services. The Group reported 2013 
global revenues of EUR 10.1 billion. Together with its clients, 
Capgemini creates and delivers business and technology 
solutions that fit their needs and drive the results they want. A 
deeply multicultural organization, Capgemini has developed its 
own way of working, the Collaborative Business ExperienceTM, 
and draws on Rightshore®, its worldwide delivery model. 
Learn more about us at www.capgemini.com 
About Capgemini and the 
Collaborative Business Experience 
Marleen van Amersfoort 
Senior Vice President 
marleen.van.amersfoort@capgemini.com 
Robert Stegwee 
Principal 
robert.stegwee@capgemini.com 
Jerome Buvat 
Head of Digital Transformation Research 
Institute 
jerome.buvat@capgemini.com 
Authors 
For more information contact 
Patrick Jansen 
Principal 
patrick.jansen@capgemini.com 
Digital Transformation 
Research Institute 
dtri.in@capgemini.com 
The authors would also like to acknowledge the contributions of Roopa Nambiar, Neha Kapur, Wendy Haas, Karlijn Liebregts 
and Carlijn Nobels. 
Netherlands 
Ad Verschoor 
ad.verschoor@capgemini.com 
Germany 
Dr. Peter Biltzinger 
peter.biltzinger@capgemini.com 
United Kingdom & Ireland 
Martin Charters 
martin.charters@capgemini.com 
United Kingdom & Ireland 
Andrew Jaminson 
andrew.jaminson@capgemini.com 
Denmark 
Ejner Kabel 
ejner.kabel@capgemini.com 
France 
François Devif 
francois.devif@capgemini.com 
Germany 
Dr. Oliver Mueller 
oliver.mueller@capgemini.com 
Sweden 
Håkan Petersson 
hakan.petersson@capgemini.com 
Capgemini Consulting is the strategy and transformation consulting brand of Capgemini Group. The information contained in this document is proprietary. 
© 2014 Capgemini. All rights reserved.

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Taking the digital pulse why healthcare providers need an urgent digital check-up - capgemini consultin - digital transformation

  • 1. Taking the Digital Pulse: Why Healthcare Providers Need an Urgent Digital Check-Up
  • 2. 2 Digital technologies are altering the very fabric of the traditional healthcare delivery model. Consumers are actively embracing digital tools to take charge of their health. Consider this: no less than 86% of respondents in a survey reported that they wanted to take a more proactive role in their healthcare decisions, and 76% reported that they have the tools and information to do so . Is the Healthcare Industry Digitally Fit? 4 million mobile health app downloads occur every day. 45% of consumers search for health information on social media channels. Social media and mobile platforms are becoming increasingly important channels for consumers. A survey found that 45% of respondents search for health information and close to 34% ask for health-related advice on social media channels2. The four million mobile health app downloads that occur every day also give consumers an easy way to track their health3. And this development is driving leading device vendors, such as Apple and Samsung, into the digital health tracking market. Where does this leave the traditional healthcare industry? There is renewed pressure on healthcare providers to not only engage with consumers through new digital channels, but also to recognize and act on the opportunities that digital technologies present. For instance, digital technologies can dramatically transform chronic disease management, by allowing doctors to monitor patients remotely. Wearable digital trackers enable consumers to participate in what is increasingly being known as the quantified self age. So how is the healthcare industry responding to these new opportunities? Figure 1: Digital Maturity by Industry Source: Global Healthcare Survey by Capgemini Consulting, 2013; Global Digital Maturity Assessment Survey by Capgemini Consulting and MIT Center for Digital Business, 2012 Are the industry and the current healthcare delivery model adapting to changing consumer needs rapidly enough? To obtain a clearer picture of current digital readiness, we conducted a survey of global healthcare players (see Survey Methodology at end of paper). We also compared the digital maturity of the healthcare industry with that of other industries, based on a previous study conducted jointly with the MIT Center for Digital Business4. The results will probably not come as a surprise to many of us. We found that healthcare is significantly less mature than many industries in the adoption of digital technologies (see Figure 1). Banking Consumer Packaged Goods Insurance Pharmaceuticals Retail High Technology Travel and Telecom Hospitality Utilities Healthcare Digital Intensity Transformation Management Intensity Beginners Conservatives Fashionistas Digirati Manufacturing Digital Intensity: Investment in technology-enabled initiatives to change how the company operates Transformation Management Intensity: Creating the leadership capabilities necessary to drive digital transformation in the organization
  • 3. 3 Mayo Clinic has set up a dedicated center to coordinate its various social media programs. Cleveland Clinic’s Twitter account has been recognized by TIME magazine as one of the 140 best Twitter feeds of 2014. Only 20% of cardiac patients who used Mayo Clinic’s post-surgery monitoring app were re- admitted to a hospital within three months of surgery, compared with 60% of those who did not use the app. Our survey also revealed a wide disparity in the digital maturity of healthcare providers. Only 33% were found to be digitally mature or Digirati5, while the majority were found to be lagging in the use of digital technologies. From our survey, we uncovered areas where the healthcare Digiratis are considerably further along the maturity curve compared with the non-Digiratis6. Below, we compare and contrast these areas to see where the gaps lie. Digitally Mature Healthcare Providers Leverage Social Media Extensively to Engage with Consumers Social media affords the opportunity for organizations to build ongoing relationships with their customers. And the Digiratis among healthcare providers recognize this potential. For instance, leading US-based healthcare organizations, Mayo Clinic and Cleveland Clinic, have carefully crafted their social strategies around helping consumers connect with healthcare experts and providing them with easy access to high-quality medical content. Mayo Clinic, which caters to more than a million patients every year7, has set up a dedicated unit – the “Mayo Clinic Center for Social Media” – to coordinate its various social media programs that aim to help consumers find the best medical information, and connect with healthcare professionals as well as other consumers. The clinic’s focus on content has helped it build a significant reputation as a trusted source of medical information. It has close to 800,000 followers on Twitter8 and has been rated the most popular provider of medical information on YouTube9. Cleveland Clinic, an Ohio, US-based multi-specialty medical center, has similarly focused its social media strategy on providing consumers with timely, relevant information that helps them solve problems and make healthy lifestyle choices. The clinic constantly tracks user activity on its social media pages and looks for ways to make its content more engaging. As a result, it has among the highest levels of social reach among healthcare providers with over 1 million followers on Facebook, and over 2 million visits per month to its online patient education portal - “Health Hub”10. In addition, Cleveland Clinic’s Twitter account has been recognized by TIME magazine as one of the 140 best Twitter feeds of 201411. Unfortunately, Mayo Clinic and Cleveland Clinic are in the minority when it comes to using social media. Our survey revealed that most non-Digirati healthcare providers do not leverage social media effectively (see Figure 2). For instance, only 18% of non-Digiratis use social media channels to provide services to customers, compared with 58% of Digiratis. Paul Matsen, Chief Marketing and Communications Officer at Cleveland Clinic, highlights a common mistake that many healthcare providers make, by using social media channels only to share information about their organizations, rather than focusing on issues of interest to consumers – “Consumers are busy and consumed by the stresses they face each day. They are looking to healthcare providers for help and answers. Offering up social media posts that focus inward on your own organization typically will not be as engaging as content that provide an immediate personal pay-off12.”
  • 4. 4 Figure 2: Use of Social Media - Comparison of Healthcare Digirati and Non- Digirati Source: Capgemini Consulting Analysis Most Healthcare Providers do not Use Mobile Channels Effectively Mobile platforms have made significant inroads into digital health. Consumers are increasingly getting comfortable with using their mobile phones for accessing health-related information. This has resulted in the proliferation of mobile apps targeting the mobile health market. Indeed, one research estimates that there are as many as 100,000 mobile health apps available on the market currently13. Some healthcare providers have rightly recognized the power of this platform. For instance, Mayo Clinic has developed a smartphone app that enables cardiac patients recovering from surgery to monitor their vital signs and track their recovery. In a pilot study, the app was found to dramatically reduce patient re- admissions during the recovery period. Only 20% of patients who used the app were re-admitted to a hospital within three months, compared with 60% of those who did not use the app14. The clinic has now gone a step further and partnered with Apple to further boost its mobile initiatives. As part of the partnership, Mayo Clinic plans to provide follow-up recommendations to consumers who use Apple’s HealthKit app and mobile sensors to monitor their health parameters. Only 21% of non- Digiratis use digital technologies to customize services for consumers, compared with 47% of Digiratis. 74% 63% 58% 21% ...monitorreputation…promote productsand services…provide customer serviceWe use social media to… % of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati21% 18%
  • 5. 5 Figure 3: Use of Mobile Channels - Comparison of Healthcare Digirati and Non-Digirati Source: Capgemini Consulting Analysis Examples like these of investments in mobile technologies are rare in the healthcare industry. The majority of healthcare players do not use mobile channels effectively (see Figure 3). This tendency can be seen in poor usage of mobile channels for in-hospital communication. In fact, recent research suggests that close to 90% of hospitals still rely on pagers for communication, considering them to be more secure compared to smartphone-based communication15. However, outmoded modes of communication - such as pagers - are far less efficient and are estimated to cost US hospitals $8.3 billion a year in reduced productivity. They also impact on quality of care as they take away from the time that doctors can spend interfacing directly with patients16. Healthcare Providers Do Not Leverage the Opportunity for Personalization of Care That Digital Technologies Enable Hospitals have access to a wealth of digital data from various sources such as clinical information systems, electronic health records, and connected health devices. When used effectively, these data sets offer numerous opportunities for the personalization of healthcare services. Analysis of a patient’s health history and genetic makeup can help doctors diagnose diseases more precisely and customize treatment plans. For instance, the Chicago-based NorthShore University Health System uses predictive modeling techniques to identify and treat patients who are likely to develop infections related to the Methicillin-Resistant Staphylococcus Aureus (MRSA) bacteria. The hospital has built a sophisticated algorithm based on nearly 27 variables that helps it detect high-risk patients more accurately17. Canada’s St. Paul’s Hospital, on the other hand, is implementing a Big Canada’s St. Paul’s Hospital is implementing a Big Data analytics solution that will analyze genetic data in order to identify ways in which specific strains of the HIV virus affect a patient. Data analytics solution that will help it tailor treatments for HIV/AIDS patients. The solution aims to analyze genetic data in order to identify ways in which specific strains of the HIV virus affect a patient, and develop individualized treatment plans18. Despite many such opportunities to customize care using digital technologies, only 21% of non-Digiratis do so compared with 47% of Digiratis. Phil Fasano, CIO at US-based managed care consortium Kaiser-Permanente, underscores the benefits of Big Data for personalization while also highlighting some challenges - “The future of Big Data lies in its ability to support the safest, highest quality, most individualized care without constraint of borders and boundaries. But there are challenges - health care is a highly regulated industry with significant sensitivities about security and privacy of information19.” So why do a majority of healthcare providers, barring a few notable exceptions (see insert on Cleveland Clinic), lag in the use of digital technologies? Is it a simple function of investment or are there more foundational challenges holding them back? We explore some of the key issues in the next section. 8% …promote productsand services…providecustomer serviceWe use mobile channels to… % of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati58% 63% 13%
  • 6. Cleveland Clinic: Putting Customer Centricity at the Heart of Digital Transformation Founded in 1921, Cleveland Clinic operates a 1,440-bed hospital at its main campus in Cleveland, Ohio, as well as other facilities in the US and Canada. The Clinic has had a long reputation for medical excellence. For 19 consecutive years, it has been rated the best hospital in the US for cardiology and heart surgery. However, in 2004, it ranked amongst the bottom 10% of hospitals in the US in terms of patient satisfaction. The new CEO at the time decided to embark on several digital initiatives to set right things. This resulted in its overall ranking for patient satisfaction rising to the top 8% and made it a poster-child for customer excellence within the healthcare industry. Some of the key milestones in its digital journey include: Use of Digital Channels for Customer Interaction: Cleveland Clinic implemented an open access scheduling system that enabled patients to log in to a patient portal and make their own appointments. It launched an online patient educational portal, “Health Hub”, to provide wellness and clinical treatment information to users. The clinic also focused on building a strong presence on social media platforms, such as Facebook and YouTube. In addition, the clinic launched a mobile- optimized website as well a mobile app to provide users with personalized health content. Providing Online Access to Electronic Medical Records: Cleveland Clinic has focused on enabling its patients to view their medical records and test results online. Patients are also offered the option of signing up for email notifications or secure messages from their physicians whenever new information is made available. Focus on Big Data Analytics: In 2009, the Cleveland Clinic’s innovation spinoff, “Explorys”, launched a SaaS (Software as a Service) solution that provides healthcare companies with a secure, cloud-based analytics platform. The platform allows them to explore care options using clinical, financial and operations data from 120 hospitals and 15 million patients. Cleveland Clinic continues to have a minority stake in the company and has deployed Explorys’ cloud platform for its own use as well. Investments on Improving Accessibility to Care: Recently, Cleveland Clinic announced a partnership with HealthSpot, a telehealth firm, to provide remote health facilities through HealthSpot’s virtual walk-in kiosks. HealthSpot‘s kiosks are private enclosures equipped with touch screens, and integrated medical devices that will stream medical information to doctors in real time, allowing them to treat patients remotely. Investments in Digital Leadership: Cleveland Clinic was the first healthcare organization in the United States to appoint a Chief Experience Officer to drive its customer experience initiatives centrally. The clinic also has a centralized Digital Engagements team that is responsible for curating and distributing content on various social media platforms. The clinic has also set up a “Mobile Center of Excellence” to manage its mobile initiatives. The center not only takes new app ideas from ideation to launch, but also applies analytics on post-launch user data in order to drive further improvements in the app and user experience. Source: MyClevelandClinic.org, “Cleveland Clinic Ranks No. 1 in Heart Care for 19th Consecutive Year in U.S. News & World Report’s “Best Hospitals 2014””, July 2013; Forbes, “Cleveland Clinic’s Patient Satisfaction Strategy: A Millennial-Friendly Experience Overhaul”, March 2014; HBR, “Health Care’s Service Fanatics”, May 2013; Health Leaders Media, “Secret to Cleveland Clinic’s Social Media Success: Content”, June 2014; Parker White, “Health Brands Look to Create Differentiation + Connect to Consumers”, May 2014; Cleveland Clinic.org, “Office of Patient Experience”; Networkworld, “Health-IT early adopters well-poised for big-data advances in clinical medicine”, April 2013; Healthcare IT News, “5 ways Cleveland Clinic improved its patient engagement strategies”, October 2013; MyClevelandClinic.org, “Cleveland Clinic, HealthSpot to Expand Telehealth Capabilities Through Walk-In Kiosks”, May 2014
  • 7. 7 Why are Healthcare Providers Unable to Mature Digitally? Digirati healthcare providers have a clear vision for digital transformation, backed by a defined roadmap as well as adequate funding. Figure 4: Approach to Digital Transformation - Comparison of Healthcare Digirati and Non-Digirati Source: Capgemini Consulting Analysis The absence of a cohesive approach to digital transformation, combined with a lack of relevant internal processes and skills, are impeding true digital transformation among the majority of healthcare providers. Most Healthcare Providers Lack a Systematic Approach towards Digital Transformation Our research revealed a marked difference between the approaches that Digiratis and non-Digiratis take towards digital transformation. Digiratis have a clear vision for digital transformation, and back it up with a defined roadmap as well as adequate funding for digital initiatives. Non-Digiratis, however, lag on each of these aspects (see Figure 4). The role of a strong vision and leadership support in driving digital transformation cannot be overemphasized. For instance, Cheryl Paxton-Hughes, Executive Director at the Center for Connected Medicine at University of Pittsburgh Medical Center, points to the role of its CIO, Dan Drawbaugh, in its successful IT transformation. She says – “I think what has made us successful is our CIO and senior vice president, Dan Drawbaugh, doesn’t think like a technologist but rather as a businessperson. Even when we go to him about our IT ideas, the first thing he always asks us is, ‘What impact will this have on the business, and how will it shape and change the way our patients receive care?’ He also does a very good job of collaborating with the other C-level leaders of our organization and ensures that any of the systems or applications that we implement are driven by the organization as a whole20. 79% 79% Senior executives share a common vision of how our organization should change through digital technologies There is a high-level roadmap for digital transformation Adequate funding is being allocated for digital transformation Digital Transformation Vision, Roadmap and Funding % of respondents agreeing with the statement Healthcare Digirati Healthcare Non-Digirati 84% 28% 33% 31%
  • 8. 8 In addition, Digiratis take active steps in breaking down any organizational barriers that impede the adoption of digital technologies (see Figure 5). These barriers typically include resistance towards new modes of working, lack of clearly defined roles and responsibilities to drive digital initiatives, and difficulties in coordinating digital initiatives across organizational silos. Unlike the Digiratis, however, most non-Digirati healthcare providers do not take the necessary measures to address these barriers. Many Healthcare Providers Still Operate with Manually-Intensive and Inflexible Processes The rapidly evolving digital landscape necessitates that hospitals need Only 31% of non- Digiratis have automated their core processes, compared with 63% of Digiratis. Figure 5: Managing Digital Transformation - Comparison of Healthcare Digirati and Non-Digirati Source: Capgemini Consulting Analysis 89% 89% 68% 74% 51% 41% 28% The top management of the organization is actively promoting a vision of the future that involves digital technologies The organization is promoting the necessary culture changes for digital transformationDigital initiatives are coordinated across silos such as functions or regions Roles and responsibilities for digital initiativesare clearly defined within the organizationPromoting ChangeCoordinating Digital InitiativesDigital Transformation Management Initiatives% of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati38% processes that can respond quickly to patient requirements. However, our survey shows that healthcare non- Digiratis still depend mainly on manual processes that lack flexibility. Only 31% of non-Digiratis have automated their core processes, compared with 63% of Digiratis (see Figure 6). In addition to investing in process automation, Digiratis create integrated views of data for customers, operations and financials, which further enhances the efficiency of their core processes (see Figure 7). Ottawa Hospital, for instance, developed a centralized care management system that provides doctors with a unified view of a patient’s progress reports21. The hospital also equipped doctors with iPads so that they could access clinical information, view clinical images such as X-Rays and CT scans, and show patients the progress of their recovery right from the bedside. As a result, the hospital was able to dramatically improve process efficiency by helping doctors save nearly two hours per day in clinical care activities22.
  • 9. 9 Digitally Mature Healthcare Providers Have Strong Digital Skills Our research found that non-Digirati healthcare players lack digital skills across the board – in the areas of digital leadership, mobile, analytics, social media, as well as embedded devices (see Figure 8). This co-relates directly with the gaps in the same areas - analytics, social media and mobile - and the overall low digital maturity of non-Digiratis. The digital leaders, on the other hand, invest heavily in strengthening their digital skills. We found that while only 36% of non- Digiratis invest in building digital skills, 84% of Digiratis do so. For instance, the New York based Mount Sinai Hospital hired 100 data scientists23 and invested in bringing in top Silicon Valley data analytics talent. This was to build a Big Data facility that will map patients’ genomes to predict diseases and personalize treatment24. In addition to hiring experts in genomics, the hospital also looked outside of the medical fraternity to hire talent. One of its key hires includes Jeff Hammerbacher, a leading data scientist who is credited with starting Facebook’s data science team25. So, while there are clearly some digital leaders in the healthcare provider industry, how can the overall industry transform to become more digitally mature? What are the key areas the industry should focus on? We discuss these issues in the next section. Figure 7: Use of Data - Comparison of Healthcare Digirati and Non-Digiratis Figure 6: Process Digitization - Comparison of Healthcare Digirati and Non-Digirati Source: Capgemini Consulting Analysis Source: Capgemini Consulting Analysis % of respondents agreeing with the statement Healthcare Digirati Healthcare Non-Digirati 63% 63% 63% Our core processes are automated We monitor our operations in real time Our operational processes can adapt quickly to external changes 31% 15% 15% % of respondents agreeing with the statement Healthcare Digirati Healthcare Non-Digirati 84% 95% 100% …client data ...operational data ...financial data We have an integrated view of… 33% 46% 67%
  • 10. 10 Figure 8: Availability of Digital Skills - Comparison of Healthcare Digirati and Non-Digirati Source: Capgemini Consulting Analysis 68% 68% 63% 28% % of respondents agreeing with the statementHealthcare DigiratiHealthcare Non-Digirati…digital leadership...mobile...social media...analytics...embedded devicesWe have the necessaryskills in the areas of… 84% 31% 23% 18% 49% 74% New York based Mount Sinai Hospital hired 100 data scientists and invested in bringing in top Silicon Valley data analytics talent in order to build a Big Data facility. Ottawa Hospital helped its doctors save nearly two hours per day in clinical care activities by equipping them with iPads connected to a centralized patient information system.
  • 11. 11 How Can Healthcare Providers Move Up the Digital Curve? To attain higher levels of digital maturity, we recommend a four-step process that focuses on systematically planning digital transformation activities and laying the groundwork for sustainable transformation (see Figure 9). Define a Vision and Secure Top-Management Buy-in The journey to digital maturity must begin with a clear understanding of how digital technologies can impact on healthcare delivery. For instance, Cleveland Clinic defined its transformation goals based on a deep understanding of patient needs. Healthcare organizations should appoint a Digital Czar and set up a dedicated Digital Services Unit (DSU) to oversee and coordinate digital initiatives across organizational silos. To do so, the clinic conducted surveys and studies, and even sought inputs from patients26. The next step in the journey should involve a detailed assessment of existing digital capabilities, starting with an inventory of all digital initiatives that have been rolled out or are currently underway in various departments across the healthcare organization. It must also include an evaluation of processes and IT systems, and existing digital skill levels. These steps will ensure that healthcare organizations have a firm basis for defining their vision and focus areas for digital transformation. Once defined, it is imperative that the vision has the buy-in of the entire C-suite leadership. Figure 9: Driving Sustainable Digital Maturity Source: Capgemini Consulting Analysis Frame the Digital Challenge Focus Investments Sustain the Transformation  Build Capabilities Align Incentives & Rewards Measure, Monitor & Iterate Signal the Change Mobilize at Scale Evolve Culture & Adapt Work Practices Understand the Impact Assess Digital Maturity Develop Vision & Align Around It         Build a Digital Roadmap Build Investment Case Set up Governance Model    Engage the Organization Mobilizing the Organization Focusing Investment Sustaining the Digital Transition Framing the Digital Challenge Align incentives and rewards Measure, monitor and iterate Build awareness Know your starting point Craft a vision and align top team Build Your transformation roadmap Align the investment and funding case Govern Across Silos Build foundation skills Set new behaviors and evolve culture Earn the right To engage Signal your ambitions Sustain Frame Engage Focus
  • 12. 12 Establish a Transformation Roadmap and Governance Model to Drive Digital Initiatives The next step in digital transformation involves identifying specific digital initiatives and defining a roadmap for their implementation. Each initiative must be evaluated based on its business impact – and specifically, its impact on enhancing the patient experience. Some of these initiatives could be quick wins Senior management must focus on cascading its vision for digital transformation across the entire organization. Figure 10: Indicative List of Digital Initiatives Source: Capgemini Consulting Analysis that deal with well-established, mature technologies with immediate customer readiness. The skills required for implementing such initiatives are usually available easily. Other initiatives could be more long-term and require sustained investments in building digital assets. We propose an indicative list of such initiatives (see Figure 10). In the end, however, the choice of initiatives would depend heavily on each healthcare organization’s specific goals and focus areas. Train staff to respond to customer queriesBuild simple appointmentscheduling appsSend reminder textsto patientsInvest in reputationmonitoring toolsApply descriptive analytics techniques to better understand healthcare costs and outcomes Social MediaMobileAnalyticsQuick Wins   Graduate from descriptive to predictive and prescriptive analytics techniques to predict onset of disease and develop personalized treatment plansDevelop mobile platforms to enable remote health monitoring, integrate mobile apps with electronic medical recordsUse social media to provide high-quality immersive content, establish norms for reverting to customer queries within stipulated timelines Long-Term Initiatives
  • 13. 13 Healthcare organizations should also set up strong governance mechanisms to drive the implementation of digital initiatives. One of the ways of accomplishing this is to appoint a Digital Czar, along the lines of Cleveland Clinic’s decision to appoint a Chief Experience Officer. Healthcare firms should also set up a dedicated Digital Services Unit (DSU) to oversee and coordinate digital initiatives across organizational silos. The DSU in turn should consist of Centers of Excellence (CoEs) dedicated to the advancement of digital initiatives in a specific area. There are a number of organizations that provide inspiration for such CoEs. These include the Mayo Clinic Center for Social Media, the Mobile Center of Excellence at Cleveland Clinic, or Mount Sinai Hospital’s Icahn Institute for Genomics and Multiscale Biology, which focuses specifically on Big Data analytics. Promote Internal Collaboration and Knowledge Sharing to Drive Internal Engagement To build a truly digital healthcare organization, employees need to embrace digital internally. Senior management must focus on cascading its vision for digital transformation across the entire organization. Organizations must also build a digital communication backbone across the organization through online training, videos, podcasts for management announcements, and community platforms for knowledge and idea sharing. In addition, healthcare organizations should identify digital ambassadors - doctors and nurses who are early-adopters of digital technologies - who in turn can share their experiences and drive adoption among their peers. Prioritize Skill Development and Operational Excellence for a Sustained Digital Advantage While gaps in digital skills can be filled initially by outsourcing solution development, internal skill development is essential for long-term sustained growth. Organizations need to invest actively in training programs and hire experienced digital professionals in order to instil a digital DNA throughout the organization. In addition, healthcare providers must continually strive towards streamlining internal operations, so that they are equipped to respond rapidly to changing market requirements. Healthcare providers need to integrate disparate data sources to generate a single source of data for all customer, operations and financial data. They must also invest in advanced analytics infrastructure and clinical decision support systems that enable them to deliver cutting- edge patient care. The University of Pittsburgh Medical Center, for instance, has undertaken one of the healthcare Healthcare organizations should identify digital ambassadors - doctors and nurses who are early-adopters of digital technologies - who in turn can share their experiences and drive adoption among their peers. Investing actively in training programs and hiring experienced digital professionals are some of the efforts needed to instil a digital DNA in an organization. industry’s most ambitious Big Data Analytics initiatives. It involves a $100 million investment in combining clinical, genomic, insurance, and financial data from more than 200 sources into a single data warehouse27. The healthcare sector is at an inflection point, created by rising costs and a growing chronic disease burden. At the same time, healthcare consumers are more empowered today and are taking greater control over their healthcare decisions. Digital technologies can help healthcare providers contain costs, address evolving customer needs, and dramatically enhance quality of care. However, despite some striking examples of the impact of digital technologies in the healthcare sector, digital initiatives in most healthcare organizations have not taken off. Healthcare providers must bear in mind that there is no room for complacency in the digital world. They must act now to make digital the lifeblood of their organization and growth ambition.
  • 14. 14 Survey Methodology About the Digital in Healthcare Survey Capgemini Consulting carried out extensive research to understand the digital maturity of healthcare providers. Our first Global Healthcare Survey covers 58 healthcare providers across 8 countries in North America, Europe and Asia. The survey assesses digital maturity levels of healthcare organizations based on their “Digital Intensity” and their “Transformation “Management Intensity” and classifies them as Beginners, Conservatives, Fashionistas and Digirati (see Figure below). For the purposes of this report, we classify Beginners, Conservatives and Fashionistas as “non-Digirati”. The findings from our statistical analysis, supplemented by our earlier qualitative research and additional interviews, serve as the basis for the findings and recommendations in this report. Four Levels of Digital Maturity                Many advanced digital features (such as social, mobile) in silosNo overarching visionUnderdeveloped coordinationDigital culture may exist in silosManagement sceptical of the business value of advanceddigital technologiesMay be carrying out some experimentsImmature digital cultureDigital intensity measures how advanced digital initiatives arewithin an organization. This includes investments in customerexperience, operational processes, business model transformation, as well as digital capabilities. Transformation management intensity measures seniorexecutives’ capability to drive change throughout the organization. This includes creating and communicating a clear vision, establishinggovernance mechanisms, facilitating cross-silo coordination, andbuilding a digital-ready culture. Strong overarching digital visionGood governanceMany digital initiatives generating business value inmeasurable waysStrong digital cultureOverarching digital vision exists, but may be underdevelopedFew advanced digital features, though traditional digitalcapabilities may be matureStrong digital governance across silosTaking active steps to build digital skills and cultureFashionistasDigiratiConservativesBeginnersTransformation Management Intensity Source: Capgemini Consulting and MIT Center for Digital Business – “Digital Transformation: A roadmap for billion-dollar organizations”
  • 15. 1 Wolters Kluwer Health, “Wolters Kluwer Health Quarterly Poll: Consumerization of Healthcare”, November 2012 2 National Research Corporation, “Consumers Going Digital With Their Healthcare Experiences Means Providers Must Step It Up”, March 2014 3 BusinessInsider, “10 Ways Mobile Is Transforming Health Care”, June 2014 4 Capgemini Consulting and MIT Center for Digital Business, “The Digital Advantage: How Digital Leaders Outperform their Peers in Every Industry”, November 2012 5 Digiratis have the digital maturity not only to build digital innovations, but also to drive enterprise-wide transformation. 6 Non-Digiratis have limited digital capabilities either due to a lack of awareness on the business benefits of digital technologies or the lack of a transformation vision, or both. 7 MayoClinic.org, “Mayo Clinic Facts — 2012” 8 Mayo Clinic’s Twitter page as of June 2014 9 MIT Sloan Management Review, “Mayo Clinic Leads Social Conversations About Healthcare”, July 2013 10 Health Leaders Media, “Secret to Cleveland Clinic’s Social Media Success: Content”, June 2014 11 Time.com, “The 140 Best Twitter Feeds of 2014”, May 2014 12 Health Leaders Media, “Secret to Cleveland Clinic’s Social Media Success: Content”, June 2014 13 Information Week, “9 Mobile Apps To Get You Fit”, June 2014 14 FierceMobile Healthcare, “Smartphone app proves valuable for cardiac patients”, April 2014 15 Rock Health, “Why Doctors Still Use Pagers”, July 2013 16 Business Wire, “Ponemon Institute Study Finds that Outdated Communication Technologies Cost U.S. Hospitals More than $8.3 Billion Annually”, May 2013 17 Healthcare Financial Management Association, “Predictive Analytics: Pinpointing How To Best Allocate Patient Resources”, March 2013 18 Business Cloud, “Canada’s largest HIV treatment centre taps SAP, PHEMI for big data project”, February 2014 19 Wall Street Journal, “Health Care Plays Catch-Up with Big Data”, June 2014 20 Xchange Events, “UPMC’s Analytics Project Uses Technology To Enhance Overall Patient Care”, February 2013 21 Insights on Business, “The Digital Hospital – A Way of Thinking About the Future”, September 2013 22 Apple, “Enhancing bedside manner with iPad.” 23 American Association for Clinical Chemistry, “The Rise of Big Data”, March 2014 24 Mount Sinai Hospital, “Fast Company Names Icahn School of Medicine as One of World’s Top Ten Most Innovative Companies in Big Data”, February 2014 25 MIT Technology Review, “A Hospital Takes Its Own Big-Data Medicine”, September 2013 26 HBR, “Health Care’s Service Fanatics”, May 2013 27 Information Week, “How UPMC Plays To Win In Healthcare IT”, September 2013 References
  • 16. Rightshore® is a trademark belonging to Capgemini Capgemini Consulting is the global strategy and transformation consulting organization of the Capgemini Group, specializing in advising and supporting enterprises in significant transformation, from innovative strategy to execution and with an unstinting focus on results. With the new digital economy creating significant disruptions and opportunities, our global team of over 3,600 talented individuals work with leading companies and governments to master Digital Transformation, drawing on our understanding of the digital economy and our leadership in business transformation and organizational change. Find out more at: http://www.capgemini-consulting.com/ With more than 130,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com About Capgemini and the Collaborative Business Experience Marleen van Amersfoort Senior Vice President marleen.van.amersfoort@capgemini.com Robert Stegwee Principal robert.stegwee@capgemini.com Jerome Buvat Head of Digital Transformation Research Institute jerome.buvat@capgemini.com Authors For more information contact Patrick Jansen Principal patrick.jansen@capgemini.com Digital Transformation Research Institute dtri.in@capgemini.com The authors would also like to acknowledge the contributions of Roopa Nambiar, Neha Kapur, Wendy Haas, Karlijn Liebregts and Carlijn Nobels. Netherlands Ad Verschoor ad.verschoor@capgemini.com Germany Dr. Peter Biltzinger peter.biltzinger@capgemini.com United Kingdom & Ireland Martin Charters martin.charters@capgemini.com United Kingdom & Ireland Andrew Jaminson andrew.jaminson@capgemini.com Denmark Ejner Kabel ejner.kabel@capgemini.com France François Devif francois.devif@capgemini.com Germany Dr. Oliver Mueller oliver.mueller@capgemini.com Sweden Håkan Petersson hakan.petersson@capgemini.com Capgemini Consulting is the strategy and transformation consulting brand of Capgemini Group. The information contained in this document is proprietary. © 2014 Capgemini. All rights reserved.