Financial Code BLUESaving 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

The Faces of a Consumer

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."

Insurance executives are gearing up…

CDHP: Consumer Driven Health Plans

CDHP: Consumer Driven Health Plans

Insurance is changing…

The New Paradigm

Patient

Consumer

Customer

The old days…

…the new days

Definition of a Customercus·tom·er noun \’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

Let’s look at things differently…

Customers Drive Products and Service

Customers Drive Products and Service

Customers Drive Products and Service

Customers Drive Products and Service

Customers Drive Products and Service

Products are easy…What about Healthcare…I don’t think patients are ready for this stuff…

Customers Drive Products and Service

Customers Drive Products and Service

Customers Drive Products and Service

Hoots Memorial Hospital - Yadkinville

RP-VITA, or Remote Presence Virtual + Independent Telemedicine Assistant

Healthcare Service…Meeting customer needs

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/bica04

02.htm• Patients want to use social media tools to manage

health care– http://www.ama-assn.org/amednews/2012/04/30/bisa04

30.htm• 4 ways social media can improve your medical practice

– http://www.ama-assn.org/amednews/2012/06/25/bisa0625.htm

Technology

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…

Marketing/Branding   

   

 

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

Simple ideas

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.

Cam’s Random Ideas…

A Daycare Center

Online Clinic

Millennial Generation

Telemedicine Visit

Video

Assisted Living Facility

Tattletale Pills

Assisted Living FacilityStaff

Measure of Physician’s

effort to continue work

Accountable Care $

Ancillary Service (Mammogram)

Internet Search Engine

Online practice schedules

First available

appointment

Consumerism/Retail

Peter’s LawsThe Creed of the Sociopathic Obsessive Compulsive1. If anything can go wrong, Fix it! (To hell with Murphy!)2. When given a choice -- Take both!3. Multiple projects lead to multiple successes.4. Start at the top and work your way up.5. Do it by the book...but be the author!6. When forced to compromise, ask for more.7. If you can't beat them, join them, and then beat them.8. If it's worth doing, it's got to be done right now.9. If you can't win, change the rules.10. If you can't change the rules, ignore them.11. When faced without a challenge, make one.12. "No" simply means begin again at the next highest level.13. Don't walk when you can run.14. Bureaucracy is a challenge to the be conquered with a righteous attitude, an intolerance for stupidity,

and bulldozer when necessary.15. When in doubt: THINK!16. Patience is a virtue but persistence to the point of success is a blessing.17. The squeaky wheel gets replaced.18. The faster you move, the slower time passes, the longer you live.

Do this…not that.

Thank You

MSOC Health(866) 347-0001

200 Timber Hill Place Suite 221Chapel Hill, NC 27514

www.msochealth.com

Thank YouThank You