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  • www.beyondphilosophy.com

    A Get Well Card for Healthcare SectorsCustomer Experience Trend Tracker

    Q1 2010

  • www.beyondphilosophy.com

    1. Viewer Window 2. Control Panel

    Beyond Philosophy All rights reserved. 2001-2010 2

    GoToWebinar

    Example Interface

  • www.beyondphilosophy.com 3Beyond Philosophy All rights reserved. 2001-2010

    The Beyond Philosophy Perspective

    Customer Experience

    is all we do!

    Thought leadership is

    our differentiator

    Offices in London,

    Atlanta with Partners in

    Europe & Asia

    Fourth book launched

    in September 2010

    Focus on the emotional side

    of the Customer ExperienceLinks with

    Academia

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    We are Proud to Have Helped Some Great Organizations

    Beyond Philosophy All rights reserved. 2001-2010

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    A Get Well Card for Healthcare SectorsCustomer Experience Trend Tracker

    Q1 2010

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    Agenda

    6Beyond Philosophy All rights reserved. 2001-2010

    Introduction

    The Cost-Health Outcome Balance

    The Shift In Healthcare

    The Artificial Divide in the Healthcare

    Experience

    The Customer Experience Way

    Recommendations

    Q&A

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    Healthcare = Koyaanisqatsi

    7

    In the Hopi language, Koyaanisqatsi

    means "crazy life, life in turmoil, life out of

    balance, life disintegrating, a state of life that

    calls for another way of living

    In the USA, one-third of health care

    expenditures, about $700 billion or nearly

    5% of GDP, did not improve health

    outcomes. (Source: Congressional Budget Office, 2006 )

    In the UK, projections show that the cost of

    the existing [NHS] system will almost double

    by 2026, yet without any improvement in the

    outcomes that could be achieved through

    radical reform. (Source: Kings Fund, 2010)

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    Ideal View of Healthcare

    8

    Perfect balance between outcomes and cost. Result: Customers expectations are generally met

    Customers feel value for money

    Customers would be satisfied with the healthcare experience (regardless

    of ultimate health outcome)

    Health

    Outcomes

    Healthcare

    Cost

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    Actual State of Healthcare

    9

    3Bettering health outcomes has

    generally meant increasing costs

    Reducing spend has generally meant

    a negative effect on health outcomes 4

    Health

    Outcomes

    Healthcare

    Cost

    2Cost and health Outcomes

    intimately linked, locked even

    1Costs are

    unsustainable

    $ $ $

  • www.beyondphilosophy.com

    Customer Experience Trend Tracker Research

    1,000 interviews

    UK and USA

    Online survey looking at the

    healthcare experience across four

    key touch points:

    Physician/Primary healthcare

    provider

    Hospital

    Pharmaceutical Company

    Health Insurer

    10Beyond Philosophy All rights reserved. 2001-2010

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    Expectations are not met for a sizable minority

    11Beyond Philosophy All rights reserved. 2001-2010

    Health InsuranceExperience

    Are healthcare consumers expectations met?

    Per

    cen

    t of

    Hea

    lth

    care

    Co

    nsu

    mer

    s

    Hospital Experience

    13%

    39%

    Exceed-

    ed

    13%

    27%

    Never or

    rarely

    met

    Exceed-

    ed

    13%

    33%

    Exceed-

    ed

    Physician Experience

    28%

    23%

    Never or

    rarely

    met

    Exceed-

    ed

    Never or

    rarely

    met

    Pharmaceutical Company Experience

    Never or

    rarely

    met

    Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy

    Never or rarely met Exceeded

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    A large proportion of people do not feel they get what they pay for

    12Beyond Philosophy All rights reserved. 2001-2010

    Value for money

    How much value for money does the healthcare experience provide?

    18%

    35%

    More than

    paid for

    Less

    than paid

    for

    31%

    21%

    More than

    paid for

    Less

    than paid

    for

    15%

    40%

    More than

    paid for

    Less

    than paid

    for

    Health InsuranceExperience

    Hospital ExperiencePharmaceutical

    Company Experience

    11%

    33%

    More than

    paid for

    Less

    than paid

    for

    Physician Experience

    Per

    cen

    t of

    Hea

    lth

    care

    Co

    nsu

    mer

    s

    Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy

    Less than paid for More than paid for

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    At least a third of healthcare consumers think its necessary to improve the healthcare experience

    13Beyond Philosophy All rights reserved. 2001-2010

    Health InsuranceExperience

    How necessary is it for the provider to improve the experience?

    Hospital Experience Physician ExperiencePharmaceutical

    Company Experience

    49%

    10%Not at allExtremely

    45%

    13%

    33%

    24%

    34%

    18%

    Per

    cen

    t of

    Hea

    lth

    care

    Co

    nsu

    mer

    s

    Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy

    Extremely necessary Not necessary at all

    Not at allExtremely Not at allExtremely Not at allExtremely

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    Stories and Emotions

    14Beyond Philosophy All rights reserved. 2001-2010

    I fear to be a

    patient.not because of

    the errors and unreliability

    of healthcare but because

    of indignity, the loss of

    influence, the image of

    myself in a hospital gown,

    homogenous, anonymous,

    no longer myself

    this is the first thing that

    we do - we strip you of your

    dignity, we serve you

    miserable food, we put you

    in a sterile room that smells

    of chemicals when you are

    at your weakest, most

    vulnerable point of your

    life.

    at that moment I realised

    I had made a major

    mistake, I took her dignity

    from her.

    Don Berwick, Director, Medicare

    and Medicaid

    Bridget Duffy, Dir, CE,

    Cleveland Clinic, formerly Dir.

    Of Empathy

    Dr. Regina Benjamin, Surgeon

    General

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    Emotional Profile of the Healthcare Experience

    15

    Sourc

    e: Q

    1 2

    010 C

    usto

    mer

    Experi

    ence T

    rend T

    racker,

    Beyond P

    hilosophy

    Beyond Philosophy All rights reserved. 2001-2010

  • www.beyondphilosophy.com

    Emotional Engagement: NHS (UK) vs. pay to play (USA)

    16

    2%

    6%

    8%

    The top emotions evoked in the healthcare insurer experience by geography

    10%

    0%

    12%

    USA UK

    Cared for TrustingSafePleasedInterestedStressedIrritatedDisappointed ValuedAnnoyed HappyNeglected Unhappy

    4%

    Per

    cent

    of H

    ealth

    care

    con

    sum

    ers

    who

    se

    lect

    ed th

    e em

    otio

    n as

    one

    of t

    he to

    p 3

    evok

    ed in

    the

    heal

    th in

    sure

    r ex

    perie

    nce

    Lt green shading = Positive emotions Lt red shading = Negative emotions

    Source: Q1 2010 Customer Experience Trend Tracker, Beyond Philosophy

    Beyond Philosophy All rights reserved. 2001-2010

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    Solutions: Patient Centred Care has the Momentum

    17

    Point of Care

    ..aims to transform patients experience of

    care in hospital. The goal of the programme

    is to enable health care staff in hospitals to

    deliver the quality of care they would want

    for themselves and their own families.

    Medical Homes

    an approach to providing comprehensive

    primary care... that facilitates partnerships

    between individual patients, and their

    personal providers, and when appropriate,

    the patients family."

    Planetree Model

    a patient-centered, holistic approach to

    healthcare, promoting mental, emotional,

    spiritual, social, and physical healing. It

    empowers patients and families through the

    exchange of information and encourages

    healing partnerships with caregivers. It

    seeks to maximize positive healthcare

    outcomes by integrating optimal medical

    therapies and incorporating art and nature

    into the healing environment.

    Beyond Philosophy All rights reserved. 2001-2010

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    The Benefits from Patient-Centered Care

    The medical home approach has been associated with less difficulty accessing care

    after hours, improved flow of information across providers, a positive opinion about

    health care, fewer duplicate tests, and lower rates of medical errors. (Schoen et al, Toward Higher-Performance Health Systems: Adults Health Care Experiences In Seven Countries, 2007)

    The patient-centered model has been linked to "improved quality, reduced errors, and

    increased satisfaction (Thomas C. Rosenthal, 2008, The Medical Home: Growing Evidence to Support a New Approach to Primary Care,