Walking the Talk - Amazon S3 › bizzabo.users.files › 129408...Walking the Talk Consumer...

Walking the TalkConsumer Centricity Via Journey Mapping

and the Lived Experiences of Your Consumers

Putting Care at the CenterDecember 6, 2018

Today’s Presenters

Melinda KarpVice President, Consumer Centered Quality, Commonwealth Care AllianceExecutive Director, The Center to Advance Consumer Partnership

Jeff MillerPrincipal Consultant, The Center to Advance Consumer Partnership

Burt PuschConsumer Advisor ConsultantCCA and The Center to Advance Consumer Partnership

Workshop Agenda

1. Setting the ContextCommonwealth Care Alliance (CCA) and The Center to Advance Consumer Partnership (CACP) experience developing a consumer partnership model

2. Journey Mapping 101The CCA/CACP approach to journey mapping

3. Putting Concept into PracticeBuilding a Journey Map

4. The Value of Consumer Validation

5. Key Takeaways

Commonwealth Care Alliance

• Based in Massachusetts, CCA is a not-for-profit, community-based healthcare organization

• Dedicated to improving care for individuals dually-eligible for MassHealth (Medicaid) and Medicare

• Mission of providing the best possible care, individually tailored to the members and patients we serve

• Nationally recognized for innovative model of care that improves quality and health outcomes while reducing overall cost of care

• Consumer-centricity has been core to CCA’s mission since inception

Commonwealth Care Alliance offices (4)

Commonwealth Community Care clinics (4) CCA’s clinical affiliate; a specialized primary care practice offering comprehensive, disability-competent care

CCA Crisis Stabilization Units (2) CCA’s alternative to psychiatric hospitalization for members with acute behavioral health/substance use disorder needs

Commonwealth Care Alliance

The Center to Advance Consumer Partnership

Seeing consumers as experts in their own lives and partnering with members every day to design and deliver outstanding care and service.

Fostering widespread adoption of consumer partnership models throughout the health care system.

The Critical Importance of Consumer Partnership

Improving Consumer Experience

and Engagement

Enhanced clinical,

service, and financial

outcomes

Consumer Partnership – Value Proposition for Adopters

Self-rated and objectively measured health outcomes

Adherence to recommended clinical practice and medications

Preventive care (health-promoting behavior, screenings, immunizations)

Resource use (hospitalization, length of stay and primary-care visits)

Source: British Medical Journal, A systematic review of evidence on the links between patient experience and clinical safety and effectivenessDoyle C, Lennox L, Bell D. BMJ Open 2013;3:e001570. doi:10.1136/bmjopen-2012-001570

Research literature has demonstrated meaningful correlation between patient experience/engagement and important behaviors and outcomes:

CCA’s Model for Building Consumer Partnership

CCA Early Accomplishments

Explore Defined consumer centricity

Engage Built the first ever CCA Member Journey MapLearned what matters most to our members

Embark

Integrated journey map insights and priorities into 2018 Strategic Business Plan

Identified member experience measurement priorities Embedded Member Voices/consumer lens throughout

the organization

How do our Members Define Consumer Centricity?

Maintaining autonomy, dignity, and self-determination

Encouraging engagement and self management

Providing emotional support and alleviating fear and anxiety

Creating easy access to understandable information

Respecting member values, preferences, and expressed needs

Sharing decision-making and co-creating goals

Facilitating community integration, inclusion, and participation

Striving for optimal functioning

How Do We Achieve Consumer Centricity as an Organization?

Know the Consumers We Serve as a Population

Include Our Consumer’s Point of View Early and Often

Proactively Understand the Impacts of Our Actions on Consumers

Embed Awareness of Consumer’s Needs into the Culture of the Organization

Create Accountabilities to Ensure Consumer Centered Care and Service Delivery

Engage to Understand Your Consumer’s Current Experience

• Captures experiences at a touchpoint level

• Establishes a consumer centered framework for the organization

• Provides insights into what matters most to consumers

• Identifies key opportunities

Journey Mapping – a critical tool for understanding the consumer’s end-to-end journey through the organization

JOURNEY MAPPING 101

What is a Journey Map?

A visualization of end-to-end relationship between multiple entities/organizations

The map provides means to capture and communicate complex interactions

Touchpoint Map Structure

SpineTo

sJourney Stages

Touchpoint Map Structure - Spine

End to end view of the consumer experience

Stages are defined for each relationship

The consumer will move through the

experience over time (not a linear journey)

Care Plan Management

(Supported)

Touchpoint Map Structure – Touchpoints

nts Touchpoints

• can be in-person, by phone, email, web, etc.

• have various levels of detail• are used for specific

consumer and/or organization needs

• are action oriented and originate from the consumer perspective

NOTE : Not every consumer will experience every touchpoint

Touchpoint Mapping is a mix of science and art

Review Updated Plan

Journey Map Structure

Layer Information and Insights Into The FrameworkA framework through which data can be linked (surveys, VOC, measurements) and insights developed to help drive experience improvement activity

Sample information types

• Functional Owners• Moments That Matter

and Pain Points• Systems Inventory• Data Inventory• Measures Inventory• Consumer Personas• Consumer Segments• Marketing / Communications• Action Items• Project Inventory• Etc.

Mapping Complexity – Don’t Try This On Your Own

Healthcare journeys represent a series of highly complex, inter-related relationships. Because the map is a foundational step, the first one must be done correctly.

Consumer

Providers Payers

Health Plan

Key Takeaways

• Journey mapping builds a person-centered framework for understanding the consumer experience and lays the critical foundation for making consumer partnership an enduring part of organizational culture

• You don’t know what you don’t know—unless consumers are actively engaged you will always only have half the story and half the solution

• Individuals with complex health and social needs are experts at their own lives. When given the right tools and forums our consumers can translate their experiences into rich insights that improve care design and delivery

Journey Mapping is the Beginning, Not the EndNext Steps

Share journey results broadly

across your organization

Align findings with strategic

planning.

Prioritize quick wins

Align performance

metrics

Keep the Journey Map

current – It is a living document

Services Tailored to Organizations Serving People with Complex Needs

P2PPathways to PartnershipOrganizational Assessment and Journey Mapping

VIP Voices in PartnershipArray of Voice of Consumer Models

Measures That MatterConsumer Experience and Quality Measurement Programs MTM

Consumer Partnership Engagement IndexNational Consumer Survey of Consumer Partnership Engagement Among

Organizations Serving Individuals with Complex Needs CPEI

Visit us at the BEEHIVE sessions later today or tomorrow

Let’s explore ways we can work together to foster authentic consumer partnership

617|452.0899info@consumerpartnership.org

Walking the Talk - Amazon S3 › bizzabo.users.files › 129408...Walking the Talk Consumer...

Documents

Transcript of Walking the Talk - Amazon S3 › bizzabo.users.files › 129408...Walking the Talk Consumer...

Walking the Talk - University of Michigan

Walking the Talk: Developing Ethics Frameworks for the ... · WALKING THE TALK: Developing Ethics Frameworks for the ... Reproduced from Walking the Talk: Developing Ethics Frameworks

Seating and Positioning. Let’s talk about Safe walking first.

CRM: Walking the Walk Not Just Talking the Talk

Leverage Practice Collaboration as a High › bizzabo.users.files... · Collaboration as a High Leverage Practice. Walking across the bridge, leaving the familiar ground of working

Walking the Talk Duponts Untold Safety Failures

Entrepreneur Middle East February 2016 | Walking the Talk

Not Walking the Talk

jeff denbyis he walking the talk?

Walking Your Talk at Bear Creek Park

Walking the talk: Can we do it?

Walking the Talk: Active Learning for Student Success

Walking Your Talk at Green Timbers Park

WALKING THE TALK ON YOUTH AND WOMEN: BRINGING …

Walking the Talk - ETF - European Training FoundationgetAttachment...From visioning future to make it true Walking the Talk Prof. Adrian CURAJ adrian.curaj@acuraj.ro FRAME Monitoring

Walking the Talk Everlasting Effects Dianova 2013

Walking the Talk? A critical perspective on Sustainable ...library.fes.de/pdf-files/bueros/mosambik/16330.pdf · Bernhard Weimer Walking the Talk? A critical perspective on Sustainable

Agroecology in practice Walking the talk

Walking the Green Talk

Walking the Talk.12/06 - University of California, Santa Cruzgwells/Files/Papers_Folder/WalkingtheTalk... · Walking the Talk: The Complexities of Teaching about Teaching Tamara Ball