Pointing the Way:

A look at new sources that are influencing how patients choose care

Chris BevoloPresident, Interval

chris@thinkinterval.comwww.thinkinterval.com

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Today’s Presentation

• Emerging trend: Outside Influencers– Information Sources– Patient Advocates– Employers & Health/Wellness Firms

• What does it all mean?• Question and answer

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Outside Influencer #1

“Information Providers”

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Information Providers

• HealthGrades• the Leapfrog Group• Solucient’s 100 Top Hospitals

ratings (now part of Thomson Healthcare)

• J.D. Power • WebMD• U.S. News and World

Report’s annual “America’s Best Hospital” rankings

• CMS’ Hospital Compare site

• JHACO’s qualitycheck.org • RateMDs.com• DoctorScorecard.com• BCBS Healthcare Facts• BCBS Healthcare Scoop• Mainstreet Medica• MHA• State of Minnesota• MPLS/STP Magazine Top Docs

listing• whatever started yesterday...

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Information Resources

• Where do I turn? • What’s accurate?• What’s up to date?• Who can I trust?• What’s truly relevant to my situation? • How are ratings determined?• How do I know what’s valuable information,

and what is crap?

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Information Resources

• How is your service reflected by these independent web sites?

• How often do you monitor the ratings and other information about our organization provided on outside web sites?

• Do you have a process in place for monitoring patient feedback about our organization or physicians that might be posted on other web sites?

• How do you correct inaccurate or outdated information on external web sites?

• How well does the quality, pricing or other data on your web site align with what others sites say?

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Outside Influencer #2

Patient Advocates

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Patient Advocates

• Finding physicians, hospitals, clinics and other providers

• Appointment scheduling• Transportation facilitation• The consolidation of testing schedules• Exploration of lower-cost prescription options• Navigating insurance preauthorization processes• Assisting with claims

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Rise of the “Patient Broker?”

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Patient Advocates

• Do you know if any patients are coming to you through these outside advisors, either web sites like RevolutionHealth or personal patient advisors? If so, how many? What type of patients?

• Are there patient advocate businesses operating in your market? if so, who are they? do you know how they value your organization?

• What services could you provide to help your patients better navigate their healthcare choices?

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Outside Influencer #3

“Employers”

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Scott’s Miracle-Gro

• Introduced consumer-driven health plan

• Built a $5 million, 24,000 sq. ft. medical and fitness center on-site

• Two full-time physicians• Five nurses• Dietician, counselor, physical therapists• Drive-thru pharmacy for free prescription drugs

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Employers and Health/Wellness Firms

• What corporations in your market offer on-site clinical services?

• What opportunities exist for partnering with those corporations for education, screenings or other programs?

• Do corporations or the health and fitness firms they work with have accurate and up-to-date information about our services?

• In what other ways can we engage corporations, health and wellness firms and other entities that are influencing employee healthcare decisions?

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What does it all mean?

Perspective...– Outside influencers currently having minimal impact

– True impact of consumer-driven health plans unknown

– Traditional drivers of healthcare decisions still rule

But....

- Thing are changing!

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Q & A

Chris BevoloPresident, Interval

chris@thinkinterval.comwww.thinkinterval.com

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