Patient Engagement and Patient Empowerment:

Greg Caressi

Sr VP, Healthcare & Life Sciences

2

Health System Transformation

A Variety of Healthcare Market and Information Technology

Changes Are Converging Simultaneously

The new platform for healthcare is automated, collaborative and

focused on health and wellness as opposed to managing sickness

Widespread Use

of Information

Technology

Growing Adoption

of Electronic Health

Records

Rise of Healthcare

Consumerism

Rise of Coordinated

and Accountable

Care

Patients Take on

More Financial

Responsibility

Stage 2 MU

Requirements

Source: Frost & Sullivan analysis.

3

FAMILIES

CONSUMER APPS

PROVIDERS

PAYERS

EMPLOYERS

MEDTECH VENDORS

Consumer

mHealth

applications,

quantified self,

health information,

analytics

New era of

collaboration and

communication –

patient is a member

of the care team

Supporting providers and

consumers with access to

health IT solutions and data

Strongest center of

influence – most impactful

for changing behavior

Building technology

solutions designed to

improve outcomes, collect

data outside of clinical

settings

New emphasis on

wellness programs and

designing incentives to

improve compliance

Patient Engagement Is a Focus Across All Stakeholders

Source: Frost & Sullivan analysis.

4

What Do Consumers Value Most?

• Breaking down “bricks and

mortar” approach to healthcare

• 24/7 access to personal health

information via web portal

• Ability to communicate with

providers via email

• Test results and other data

delivered via mobile devices

• Online scheduling and bill pay

• E-visits

Convenience Engagement Personalization

• Preference-based care vs.

evidence-based care

• Customized approach to

communication

• “Respect my wishes for

privacy and security”

High Tech and High Touch: The three attributes that are most valued by today’s consumer are

convenience, engagement, and personalization.

• Clear explanations of health

problem

• Content to help patients

understand health status

• Shared-decision making

• “In the loop” – treat patient

like a member of the

healthcare team

• “I want all my information in

one place so my community

has access”

Source: Frost & Sullivan analysis.

5

What are Consumers’ Biggest Pain Points About Interaction

with Doctors?

Source: Consumer Reports (2013), and Frost & Sullivan

Gaps in communication, engagement, education, convenience, and respect are key pain points for

American health consumers.

5.7

6.1

6.2

6.2

6.5

6.7

7.0

7.6

7.6

7.6

7.7

7.8

7.8

7.8

7.9

8.1

0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0

Doctor discourages alternative treatments

Must fill out many forms in waiting room

Doctor won't renew prescription without visit

Doctor takes notes on device, not looking at patient

Inconvenient office hours

Doctor too quick to recommend tests

Hard to reach doctor by phone or email

Issues discussed within earshot of other patients

Side effects not fully explained

Long wait for doctor in exam or waiting room

Too-early discharge from hospital

Billing disputes hard to resolve

Hard to get quick appointment when sick

Rushed during office visit

Test results not communicated fast

Unclear explanation of problem

Note: Scores are based on a 10-point scale, with 10 seen as most annoying; N=1,000 Americans

Americans’ Biggest Gripes During Doctor Visits, US, 2013

6

Social Networks: Where Patients Are Empowered

Social Networks

• Patients flock to sites to share

experiences and learn from others with

similar conditions

• Providers are putting their toe in the

water – but for marketing, not engaging

with patients or connecting patients to

other patients

Marketing

Legal/Regulatory

Public Relations

What do people discuss online regarding

health conditions?

• Symptoms

• Treatment options

• Medications, side effects, etc.

• Doctor-patient interaction

• Emotional support

What health conditions are discussed?

• Breast cancer

• Depression

• Bipolar disorder

• Arthritis

• Cardiovascular disease

• Fibromyalgia

• Alzheimer’s disease

Source: NM Incite, Frost & Sullivan analysis.

7

Current Patient Portals an Inadequate Tool to Meet ACO

Goals for Patient Engagement = Opportunities

Engaging and individualized content and interactive modules that support behavior change

Individualize outreach + communications based on patient preferences (phone vs email vs text)

Platform to search and access content as patients seek health information

Accessible via mobile devices

Platform for mHealth applications clinicians will prescribe as part of the care plan

Direct patient to the lowest credentialed caregiver

Secure access to patient medical record

Source: Frost & Sullivan analysis.

Platform for organization of social media interactions among patient population within the ACO

Leverages “intelligent tools” that can adapt, learn, support analytics, identify patterns, etc.

Engagement platform to keep patient in the ACO system

Schedule appointments, refill prescriptions, other self-service actions

8

View the full Analyst Briefing by visiting: http://bit.ly/1bpjbZR

For More Information

Jennifer Carson Corporate Communications

(+1) 210.247.2450

jennifer.carson@frost.com