The patient is no longer patient

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The patient is no longer patient. Presentation of Christophe Jauquet (Business Director Health & Medical, InSites Consulting) at the European Health Insurance Conference in Berlin on Friday 23 March, 2017.

Health & Medicine

THE PATIENT IS NO LONGER patient
ChristopheJ@insites.eu

Hello, I’m Christophe
I am a health nerd, a basketball freak & a design fool
@cjauquet
THE PATIENT IS NO LONGER patient

insurance companies TODAY
WHY WE don’t like
@cjauquet
THE PATIENT IS NO LONGER patient

#Simple
#Personal
#Transparent
#Proactive
#Reassuring
@cjauquet
THE PATIENT IS NO LONGER patient

Christophe
Jauquet
@cjauquet
THE PATIENT IS NO LONGER patient

2016
Top 3 most innovative
marketing research
agency of the world
New York
London
Sydney
Rotterdam
Ghent
Düsseldorf
Timisoara
170 staff members
complemented with 130 research professionals
from our Global Moderator Network
Our vision of contemporary
marketing is evangelized
through our best-selling books
Proud to work for +30% of the world’s global brands
InSites Consulting in a nutshell
We have been cheered by the
industry with more than 25
international awards
77 7
INSITES Consulting

WE BRING
IN YOUR
the customer
meeting room
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
‘Patient’
able to remain calm and not
become annoyed when waiting for
a long time or when dealing with
problems or difficult people

@cjauquet
THE PATIENT IS NO LONGER patient
#Patientjourneys

@cjauquet
THE PATIENT IS NO LONGER patient
APPOINTMENTS
WAITING ROOM
DIAGNOSIS

@cjauquet
THE PATIENT IS NO LONGER patient
BETTER THAN our health
WE MANAGE our car

THE chatbot WILL SEE YOU NOW
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
APPOINTMENTS
WAITING ROOM
DIAGNOSIS
Insurance

Patients want healthcare to be more…
P
Popular
Pragmatic
(omni-) Present
Patient-centric
PersonalizedParticipative
Preventive
Persuasive
Predictive
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
‘Patient’
One who receives medical
attention, care, or treatment.

@cjauquet
THE PATIENT IS NO LONGER patient
Informed Empowered Active Connected Engaged

@cjauquet
THE PATIENT IS NO LONGER patient
actively manage
PATIENTS WANT TO
THEIR own health

“It’s my damn body”
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
“Life comes with many
challenges. The ones
that should not scare
us, are the ones we can
take control of.”
“My Medical Choice” NYT
Angelina Jolie, 2013

@cjauquet
THE PATIENT IS NO LONGER patient
Hippocrates

@cjauquet
THE PATIENT IS NO LONGER patient
-1 ILLNESS
0 HEALTHY
+1 Happiness

@cjauquet
THE PATIENT IS NO LONGER patient
Beauty Energy Balance Enjoy
(15-30 yr) (30-45 yr) (45-60 yr) (+60 yr)

@cjauquet
THE PATIENT IS NO LONGER patient
HEALTHCARE

1. Sleep
2. Food
3. Activity
4. Data
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
1. Sleep

@cjauquet
THE PATIENT IS NO LONGER patient
Measures people make to maintain physical health
66%

@cjauquet
THE PATIENT IS NO LONGER patient
4th most popular health app

2. Food
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
2nd most important measure to maintain physical health
Most popular health app
2nd most important reason to buy a wearable

@cjauquet
THE PATIENT IS NO LONGER patient
Nutritional Supplements

@cjauquet
THE PATIENT IS NO LONGER patient
Obvious health cues

@cjauquet
THE PATIENT IS NO LONGER patient
Activity equivalent labelling

@cjauquet
THE PATIENT IS NO LONGER patient
Australion food labelling

3. Activity
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet
THE PATIENT IS NO LONGER patient
3rd most important measure to maintain physical health

@cjauquet
THE PATIENT IS NO LONGER patient
2nd most popular health app

@cjauquet
THE PATIENT IS NO LONGER patient
4. Data

1/3
Health tracking
Belgian data, The state of Mobile, In the Pocket 2016
@cjauquet
THE PATIENT IS NO LONGER patient

62%of people with 2+ chronic medical illnesses
spend time every day tracking their health
status
PEW Research, Pew Internet & American Life Project, 2013
40% with 1 medical condition – 19% with no condition
@cjauquet
THE PATIENT IS NO LONGER patient

@cjauquet NEW HEALTH SERVICES
HOW health data IS CREATING
52%would share for Insurance discount
Rock Health - US consumers survey 2015
IT’S ALL ABOUT THE data

@cjauquet
THE PATIENT IS NO LONGER patient
IT’S ALL ABOUT THE data

@cjauquet
THE PATIENT IS NO LONGER patient
#NoMoreWaiting
#BetterServices
#HealthManagement
Patient NEEDS Patient TRENDS
People are actively
managing their
health to be(come)
happy. Four different
trends show the
increasingly
popularity.
Patients expect
being serviced as
good as in any other
industry. Healthcare
is lagging behind in
servicing the
patients’ needs.
Healthcare is often
characterized by
long periods of
waiting. This is the
biggest patient
need within the
industry.

@cjauquet
THE PATIENT IS NO LONGER patient
Take-away
BECOME AN
INSIGHTS-LEAD
BUSINESS

@cjauquet
THE PATIENT IS NO LONGER patient
Closed online communities

This keynote was an inspirational talk for in-company lawyers to motivate them in thinking along with the digital health "intrapreneurs" within their company. It gives a brief overview on how the patient is driving the needs and trends in health. And through different examples, it is shown how these trends and needs impact the world in becoming a healthier place. This keynote should make people and companies understand that patients are no longer patients as we knew them before. Nowadays patients require more, or at least as much service as in any other industry.

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The patient is no longer patient

1. THE PATIENT IS NO LONGER patient ChristopheJ@insites.eu

2. Hello, I’m Christophe I am a health nerd, a basketball freak & a design fool @cjauquet THE PATIENT IS NO LONGER patient

3. insurance companies TODAY WHY WE don’t like @cjauquet THE PATIENT IS NO LONGER patient

4. #Simple #Personal #Transparent #Proactive #Reassuring @cjauquet THE PATIENT IS NO LONGER patient

5. Christophe Jauquet @cjauquet THE PATIENT IS NO LONGER patient

6. 66 6 INSITES Consulting

7. 2016 Top 3 most innovative marketing research agency of the world New York London Sydney Rotterdam Ghent Düsseldorf Timisoara 170 staff members complemented with 130 research professionals from our Global Moderator Network Our vision of contemporary marketing is evangelized through our best-selling books Proud to work for +30% of the world’s global brands InSites Consulting in a nutshell We have been cheered by the industry with more than 25 international awards 77 7 INSITES Consulting

8. WE BRING IN YOUR the customer meeting room @cjauquet THE PATIENT IS NO LONGER patient

9. THE PATIENT IS NO LONGER patient

10. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ able to remain calm and not become annoyed when waiting for a long time or when dealing with problems or difficult people

11. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ able to remain calm and not become annoyed when waiting for a long time or when dealing with problems or difficult people

12. @cjauquet THE PATIENT IS NO LONGER patient #Patientjourneys

13. @cjauquet THE PATIENT IS NO LONGER patient APPOINTMENTS WAITING ROOM DIAGNOSIS

14. @cjauquet THE PATIENT IS NO LONGER patient BETTER THAN our health WE MANAGE our car

15. THE chatbot WILL SEE YOU NOW @cjauquet THE PATIENT IS NO LONGER patient

16. @cjauquet THE PATIENT IS NO LONGER patient

17. @cjauquet THE PATIENT IS NO LONGER patient APPOINTMENTS WAITING ROOM DIAGNOSIS Insurance

18. @cjauquet THE PATIENT IS NO LONGER patient

19. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ able to remain calm and not become annoyed when waiting for a long time or when dealing with problems or difficult people

20. @cjauquet THE PATIENT IS NO LONGER patient BETTER THAN our health WE MANAGE our car

21. @cjauquet THE PATIENT IS NO LONGER patient

22. @cjauquet THE PATIENT IS NO LONGER patient

23. Patients want healthcare to be more… P Popular Pragmatic (omni-) Present Patient-centric PersonalizedParticipative Preventive Persuasive Predictive @cjauquet THE PATIENT IS NO LONGER patient

24. @cjauquet THE PATIENT IS NO LONGER patient

25. @cjauquet THE PATIENT IS NO LONGER patient

26. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ able to remain calm and not become annoyed when waiting for a long time or when dealing with problems or difficult people

27. THE PATIENT IS NO LONGER patient

28. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ One who receives medical attention, care, or treatment.

29. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ One who receives medical attention, care, or treatment.

30. @cjauquet THE PATIENT IS NO LONGER patient

31. @cjauquet THE PATIENT IS NO LONGER patient

32. @cjauquet THE PATIENT IS NO LONGER patient Informed Empowered Active Connected Engaged

33. @cjauquet THE PATIENT IS NO LONGER patient actively manage PATIENTS WANT TO THEIR own health

34. “It’s my damn body” @cjauquet THE PATIENT IS NO LONGER patient

35. @cjauquet THE PATIENT IS NO LONGER patient “Life comes with many challenges. The ones that should not scare us, are the ones we can take control of.” “My Medical Choice” NYT Angelina Jolie, 2013

36. @cjauquet THE PATIENT IS NO LONGER patient Hippocrates

37. @cjauquet THE PATIENT IS NO LONGER patient

38. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ One who receives medical attention, care, or treatment.

39. @cjauquet THE PATIENT IS NO LONGER patient -1 ILLNESS 0 HEALTHY +1 Happiness

40. @cjauquet THE PATIENT IS NO LONGER patient Beauty Energy Balance Enjoy (15-30 yr) (30-45 yr) (45-60 yr) (+60 yr)

41. @cjauquet THE PATIENT IS NO LONGER patient HEALTHCARE

42. 1. Sleep 2. Food 3. Activity 4. Data @cjauquet THE PATIENT IS NO LONGER patient

43. @cjauquet THE PATIENT IS NO LONGER patient 1. Sleep

44. @cjauquet THE PATIENT IS NO LONGER patient Measures people make to maintain physical health 66%

45. @cjauquet THE PATIENT IS NO LONGER patient 4th most popular health app

46. @cjauquet THE PATIENT IS NO LONGER patient

47. @cjauquet THE PATIENT IS NO LONGER patient

48. 2. Food @cjauquet THE PATIENT IS NO LONGER patient

49. @cjauquet THE PATIENT IS NO LONGER patient 2nd most important measure to maintain physical health Most popular health app 2nd most important reason to buy a wearable

50. @cjauquet THE PATIENT IS NO LONGER patient Nutritional Supplements

51. @cjauquet THE PATIENT IS NO LONGER patient Obvious health cues

52. @cjauquet THE PATIENT IS NO LONGER patient Activity equivalent labelling

53. @cjauquet THE PATIENT IS NO LONGER patient Australion food labelling

54. 3. Activity @cjauquet THE PATIENT IS NO LONGER patient

55. @cjauquet THE PATIENT IS NO LONGER patient 3rd most important measure to maintain physical health

56. @cjauquet THE PATIENT IS NO LONGER patient

57. @cjauquet THE PATIENT IS NO LONGER patient 2nd most popular health app

58. @cjauquet THE PATIENT IS NO LONGER patient 4. Data

59. @cjauquet THE PATIENT IS NO LONGER patient

60. @cjauquet THE PATIENT IS NO LONGER patient

61. @cjauquet THE PATIENT IS NO LONGER patient

62. 1/3 Health tracking Belgian data, The state of Mobile, In the Pocket 2016 @cjauquet THE PATIENT IS NO LONGER patient

63. 62%of people with 2+ chronic medical illnesses spend time every day tracking their health status PEW Research, Pew Internet & American Life Project, 2013 40% with 1 medical condition – 19% with no condition @cjauquet THE PATIENT IS NO LONGER patient

64. @cjauquet NEW HEALTH SERVICES HOW health data IS CREATING 52%would share for Insurance discount Rock Health - US consumers survey 2015 IT’S ALL ABOUT THE data

65. @cjauquet THE PATIENT IS NO LONGER patient IT’S ALL ABOUT THE data

66. @cjauquet THE PATIENT IS NO LONGER patient IT’S ALL ABOUT THE data

67. @cjauquet THE PATIENT IS NO LONGER patient IT’S ALL ABOUT THE data

68. @cjauquet THE PATIENT IS NO LONGER patient ‘Patient’ One who receives medical attention, care, or treatment.

69. THE PATIENT IS NO LONGER patient

70. @cjauquet THE PATIENT IS NO LONGER patient #NoMoreWaiting #BetterServices #HealthManagement Patient NEEDS Patient TRENDS People are actively managing their health to be(come) happy. Four different trends show the increasingly popularity. Patients expect being serviced as good as in any other industry. Healthcare is lagging behind in servicing the patients’ needs. Healthcare is often characterized by long periods of waiting. This is the biggest patient need within the industry.

71. @cjauquet THE PATIENT IS NO LONGER patient

72. @cjauquet THE PATIENT IS NO LONGER patient Take-away BECOME AN INSIGHTS-LEAD BUSINESS

73. @cjauquet THE PATIENT IS NO LONGER patient Closed online communities

74. ChristopheJ@insites.eu Thank you

The patient is no longer patient

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