The Dbriefs Health Sciences series presents: Patients as … · 2015-09-16 · The Dbriefs Health...

The Dbriefs Health Sciences series presents:

Patients as consumers:

How engaged patients could

reshape health care Dan Housman, Director, Deloitte Consulting LLP

Quinn Solomon, Principal, Deloitte Consulting LLP

Robert Williams, MD, Director, Deloitte Consulting LLP

Harry Greenspun, MD, Director, Deloitte Center for Health Solutions, Deloitte Services LP

September 15, 2015

Copyright © 2015 Deloitte Development LLC. All rights reserved.

• The imperative for a consumer-centric model

• Understanding today’s health care consumer

• Making care more customer-centric

Agenda

#HCDbriefs

The imperative for a

consumer-centric model


New dynamics for consumers

#HCDbriefs

Source: Deloitte University Press: Rising consumerism: Winning the hearts and minds of health care consumers

The ACA and exchanges

Consumers pushed to make choices

• Some employers have shifted costs to

employees

• Plans available via exchanges often involve

more cost-sharing

• The ACA accelerates the need to improve

outcomes and patient engagement

Technology

New technology to interact with

consumers

• Rise of digital communication is causing

interactions between stakeholders to

proliferate

• Emerging mobile apps tailored to health

care/health management

New entrants

Non-traditional players are

disrupting the marketplace

• Provision of services is shifting to

unconventional domains (e.g.,

retail clinics, online health plans)

• New entrants are technologically

nimble

Other industries

Consumer desires influenced

by other industries

• Consumers are surrounded by

personalized and data-driven tools that

enhance their experience

• High levels of engagement in other

industries are setting a high bar

http://dupress.com/articles/consumerism-health-care/?id=us:2el:3dc:dup996:eng:dup:dr16:dcpromo

http://dupress.com/articles/consumerism-health-care/?id=us:2el:3dc:dup996:eng:dup:dr16:dcpromo


In your opinion, why has the health care industry lagged

behind other industries in moving to a more consumer-centric

model?

• Lack of aligned incentives

• Unclear return on investment

• Privacy concerns

• Fragmentation

• Not sure, no opinion

Poll question #1

#HCDbriefs


Developing a consumer-centric system

Source: A view from the Center blog, From patient to customer: Making patient care more customer-centric

#HCDbriefs

Data fragmentation

and the lack of data

interoperability

This has made it difficult to collect, centralize, and distribute

medical information in a way that can engage the patient more

thoroughly

Stakeholder

competition

In the provider and health plan sectors, these competitive

factors have resulted in a reluctance to both share patient data

and collaborate within networks

Information

asymmetry

Information asymmetry between the medical professional and

the patient and the dichotomy between the consumer and payer

http://blogs.deloitte.com/centerforhealthsolutions/2015/04/from-patient-to-customer-making-patient-care-more-customer-centric-.html




Engaged

professionals

1

Population health management requires

consumer engagement

#HCDbriefs

Engaged

patients

2 3 Engaged

consumers


As out-of-pocket costs rise, consumers want tools to help

make more informed decisions about care

Consumer demand for health care technology

Source: Deloitte Center for Health Solutions 2015 Survey of US Health Care Consumers

More than

two-thirds of

HIX enrollees are

INTERESTED in

using digital

technologies to…

Less than

one-third, however,

has USED websites,

mobile apps, and

personal devices in

the last year to…

72% Pay medical bills 32%

72% Communicate with providers 17%

68% Access their records 19%

67% Track changes in their health 21%

Gaps between

consumer use and

interest indicate there

is unmet demand for

technologies that can

support greater

consumer

engagement

#HCDbriefs

http://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/health-care-consumers-health-insurance-exchanges.html




Debates surrounding meaningful use

requirements

Patient advocates say…

• Regulators need to require

easy access to patient

records

• Patients need to be informed

of their right to access their

information

Providers say…

• Two-thirds of hospitals did

not have a single patient

request electronic personal

health records

• Don’t want to be penalized

or miss out on EHR funding

because of minimal demand

Source: Modern Healthcare “Former ONC chief opposes CMS rule weakening patient access to records,” April 2015

#HCDbriefs

Understanding today’s

health care consumer


In your opinion, what has kept patients from acting like

consumers?

• Lack of incentives

• Lack of tools

• Uniqueness of health care

• Lack of expertise

• Not sure or no opinion

Poll question #2

#HCDbriefs


Half of CEOs surveyed agreed that health care is

moving towards a consumer-centric model*

Patient/consumer first. Physicians will need to meet patient demands

to be seen within 24 hours of requesting a visit.

Digital. Digital technologies will need to improve access and create new

opportunities for patients to see physicians.

Retail. Retail health care practices will grow, as will care by

non-physician clinical staff.

Transparency. Consumers expect transparency in pricing and services.

Security. The assurance that financial and health information are

securely stored and transmitted is critical.

#HCDbriefs

*Source: Deloitte Center for Health Solutions 2015 Survey of US Health System CEOs

http://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/health-system-ceos.html


Source: Deloitte Center for Health Solutions: 2015 Survey of US Health Care Consumers

Casual & Cautious

Content & Compliant

56 percent of consumers are passive health

care consumers

Sick & Savvy

Shop & Save

Out & About

Online & Onboard

34%

22%

19%

11%

8%

6%

#HCDbriefs


In your opinion, what strategies can providers use to make

patient engagement systems stick with their patients?

• Mobile enablement

• Focus on patient priorities

• Incorporate direct engagement/communication with

physicians beyond the visit

• Cultural initiatives to adjust health system staff behavior

• Implementing CRM for patients distinct from EHRs


Poll question #3

#HCDbriefs

Making care more

customer-centric


Increase growth and capture deeper relationships, better

insights, lower cost to acquire and serve, brand

awareness and loyalty

Growth and retention

Better information and personalized options; collaboration

and integration will drive more efficient and effective care

Healthier behavior and care delivery innovation

Benefits of a differentiated consumer

experience

Brand recognition

Consumer attrition/churn rates

Acquisition cost

Activation of self-care options

Selection of appropriate level of care

Medical cost

Drive operational efficiency through lower cost delivery/

service channels

Administrative efficiency

Timely and accurate information

Web and mobile usage

Redundant. misaligned administration

Growth and diversification beyond the premium dollar

through increased cross-sell

Share of wallet

Non-insurance revenue

Clinical/incentive program participation

#HCDbriefs


Health services

Health care is only a small part of health

outcomes

Source: Health Affairs, The Relative Contribution of Multiple Determinants to Health Outcomes.” August 2014

#HCDbriefs

40%

30%

10%

10%

10%

Social factors

Behavior choices

Biology and genetics

Physical environment

Health

status


New approaches

Encourage

individuals to be

engaged while

managing their

health.

Help individuals set

their own health

and activity goals

and track them.

Educate

individuals with the

wealth of existing

wellness and care

resources available

today.

Provide individuals

the ability to

connect and

collaborate with

non-clinical care

team members.

#HCDbriefs


Strategies to help make care more customer-

centric

Build systems

that incorporate

e-commerce/

CRM tools

Consider

utilizing

traditional CRM

systems

Develop, promote,

and utilize available

mobile apps

Identify,

personalize, and

utilize appropriate

communication

channels to help

ensure higher

levels of patient

engagement

2

1

4

3

#HCDbriefs

Source: A view from the Center blog, From patient to customer: Making patient care more customer-centric





In your opinion, consumer engagement will:

• Dramatically improve health overall

• Be limited to a small group of motivated patients

• Be a passing fad


Poll question #4

#HCDbriefs


Considerations moving forward

Life sciences

Consumers Health plans

Health care

providers Technology

companies

Government

#HCDbriefs

Join us October 20 at

1 PM ET as our Health

Sciences series presents:

2016 health care preview:

Major regulatory activity

set to continue


Eligible viewers may now download CPE certificates

Click the CPE icon in the dock at the bottom of your

screen


Contact info

Dan Housman

Director

Deloitte Consulting LLP

[email protected]

Harry Greenspun, MD

Director

Deloitte Center for Health Solutions

Deloitte Services LP

[email protected]

@HarryGreenspun

Quinn Solomon

Principal


[email protected]

Robert Williams, MD

Director


[email protected]

mailto:[email protected]


http://www.twitter.com/harrygreenspun




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The Dbriefs Health Sciences series presents: Patients as … · 2015-09-16 · The Dbriefs Health...

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