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Financial Code BLUE. Saving the Doctor. Patients as Consumers Customers of Healthcare. Preparing for the Paradigm Shift. con·sum·er n. One that consumes, especially one that acquires goods or services for direct use or ownership rather than for resale or use in production and manufacturing.
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Financial Code BLUE Saving the Doctor
Patients as ConsumersCustomers of Healthcare Preparing for the Paradigm Shift
con·sum·ern.One that consumes, especially one that acquires goods or services for direct use or ownership rather than for resale or use in production and manufacturing
What’s happening to healthcare… What is moving us along this paradigm…
Patient Protection and Affordable Care Act (PPACA) • Decrease the number of uninsureds • Reduce the cost of healthcare • Cover all applicants • Offer same rates regardless of gender or pre-existing conditions
Health Insurance Exchange • Primarily what the health insurance exchange will do is bring together private health insurance companies along with a government health insurance option to compete for business among individuals and small businesses. To be in the health insurance exchange the health insurance policies offered cannot exclude someone for pre-existing conditions. *Source: http://personalinsure.about.com/od/insurancetermsglossary/g/insuranceexchange.htm
"The Marketplace will offer much more than any health insurance website you've used before," HHS Secretary Kathleen Sebelius wrote in a blog post. "Insurers will compete for your business on a level playing field, with no hidden costs or misleading fine print."
The New Paradigm Patient Consumer Customer
Definition of a Customer cus·tom·ernoun \’kəs-tə-mər\ Definition of CUSTOMER 1: one that purchases a commodity or service 2: an individual usually having some specified distinctive trait <a real tough customer> Examples of CUSTOMER She is one of our best customers. She's a pretty cool customer. Origin of CUSTOMER Middle English custumer, from custume First Known Use: 15th century * http://www.merriam-webster.com/dictionary/customer
What is a customer? • Advocate • Apathetic • Assassin * Satisfaction: How Every Great Company Listens to the Voice of the Customer, 2006, Chris Denove and James D. Power IV
Why are customers important? • It is six to 10 times more costly to attract a new customer than it is to retain an existing one. • A satisfied customer only tells five other people. • An unhappy customer tells approximately 20 other people. • It only takes 30 seconds for a customer to form an opinion * Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence, June 2004, Anne Lindstrom Coe
Products are easy… What about Healthcare…I don’t think patients are ready for this stuff…
Customers Drive Products and Service Hoots Memorial Hospital - Yadkinville RP-VITA, or Remote Presence Virtual + Independent Telemedicine Assistant
Why do all of this… The landscape is changing fast! What’s causing the erosion…
Social Media…Yes, I said it. • 7 missed opportunities of not creating an online presence • http://www.ama-assn.org/amednews/2012/04/02/bica0402.htm • Patients want to use social media tools to manage health care • http://www.ama-assn.org/amednews/2012/04/30/bisa0430.htm • 4 ways social media can improve your medical practice • http://www.ama-assn.org/amednews/2012/06/25/bisa0625.htm
More smartphone points of interest… • 31% of mobile-phone owners used it to look up health information • 19% of Smartphone owners have a health app on their phone • 18-29 were much more likely to use it than those over 65
Tech giants split over government plan to create a free nationwide Wi-Fi network VS
Drive Thru Medicine? The Virtuwell site offers treatment for about forty conditions, including urinary tract infections, sinus infections and conjunctivitis. Using algorithms, the program makes patient and clinician phone interactions available 24/7 and uses nurse practitioners or physician assistants to provide diagnoses, treatment plans, and prescriptions. Source: http://content.healthaffairs.org/content/32/2/385.abstract
What’s possible… IBM’s Watson interns at Memorial Sloan-Kettering Source: http://mobihealthnews.com/20255/ibms-watson-interns-at-memorial-sloan-kettering/
HITECH ACT/ ARRA • Infrastructure shift opportunity • Difficult to make change in organization • Upfront investment with payback from the Government • The cost of doing business…
Electronic Medical Records – Practice Perspective • Utilize this opportunity to better understand your patients and their needs • Patient safety, quicker delivery of results, organized and standardized • Mine the data • Be proactive…stratify the database, provide information, help them know what they need • Let them have access to their information and participate in their healthcare
Electronic Medical Records – Patient Perspective • I want to be involved in my healthcare decisions. • I want instant results. • I believe it is safer. • I believe it is faster. • Patient’s believe that the practice is up-to-date, prepared and efficient. • Perception is reality…remember, 30 seconds to form an opinion.
mHealth Apps Part of the solution for Stage 3…active patient involvement/interaction…
Retail Clinics and Walk-In Clinics… • Nearly 1,400 stand alone retail health clinics…double from 5 years ago • PLUS 8,700 Urgent Care Centers • According to Rand study...patients are 67% less likely to go to the doctor the next time after visiting a retail clinic • Similar quality…lower costs • average visit running about $50 less, at around $110 as opposed to $166
Don’t forget about first impressions! • The Appointment • Is it easy? • Is it professional? • The Waiting Room • Is it Friendly? • Is it neat and organized? • The Greeting • What’s behind the window… * Source: http://www.physicianspractice.com/making-great-first-impression-your-medical-practice
Ideas for Retention…why do you keep…? • Why do you bank at…? • Why do you eat at…? • Why do you get your teeth cleaned at…? • Why do you buy your groceries at…? • Why do buy your books online? At a bookstore? What happened to the library? • Where do you go for your mammogram? • Where do you take your kids for a check up? • Who does your hair? • What church do you attend? Why?
Reality in the practice… We have always talked about this but… Healthcare is changing very, very rapidly. Preparation is no longer an option, it will be a requirement for future success. Hanging out a shingle is no longer the only requirement for success.
Online Clinic Video Millennial Generation Telemedicine Visit A Daycare Center
