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1. A Vision: How People Should Access & Experience Their
Healthcare Providers
2. Pale Rhino Consulting. All Rights Reserved. 2 Pale Rhino is
an execution-oriented business consulting and technology solutions
company focused on enabling healthcare providers and payers to
disrupt patient and customer experience and access. Business Facts
Founded in 1996 Headquartered in the Philadelphia area. National
presence and international reach serving clients on five continents
and representing firms with a combined customer base of more than
200 million Diverse workforce comprised of industry, global
consulting, Big Four, professionals Fast access to a powerful
network of trusted partners with solid industry experience Unique
blend of industry clients About Pale Rhino Consulting
3. Problem Statement: It is difficult for patients to do
business with providers Most stakeholders do not have easy access
to their provider If someone encounters challenges when attempting
to access a provider they are less likely to purchase healthcare
The majority of access issues are non-clinical Detailed data and
feedback about the majority of patient interactions with their
providers is not captured The majority of a providers stakeholders
are unaccounted for under HCAHPS 3
4. Pale Rhino Consulting. All Rights Reserved. HOW PEOPLE RATE
THEIR PROVIDER EXPERIENCES 4 Ease of Access Process Transparency
Mobility Customer Service Process Efficiency Process Consistency
Clinical Outcomes Continuity of Care
5. THE EXPERIENCES AND SATISFACTION OF MOST STAKEHOLDRES ARE
NOT KNOWN 5 Patient Personas Prospective Patient Inpatient
Outpatient Discharged Patient Former Patient Pale Rhino Consulting.
All Rights Reserved.
6. PROVIDERS DO NOT KNOW THE EXPERIENCE OF MOST OF THEIR
STAKEHOLDERS EXPERIENCES 6 HCAHPS Experiences Non Clinical
Experiences; patients, family, friends, parking, food service
Access, website, patient portal, call center, CRM, social media,
scheduling, admissions, 2nd opinion, referrals, registration,
authorization billing, collections, payment plans, claims,
scheduling, therapy, appointments, discharge, disputes Unsatisfied
prospects leave w/o buying Unsatisfied patients dont buy again or
refer Pale Rhino Consulting. All Rights Reserved.
7. CREATING A PATIENT FOR LIFE: THREE DEFINITIONS OF PEM 7
Patient Expectation Management Patient Experience Management
Patient Equity Management
8. MOST ACCESS EXPERIENCES ARE UNSATISFACTORY MEDIUM AVERAGE
SATISFACTIONOFPATIENTACCESS EXECPTIONALPOOR HIGHLOW NUMBER OF
ACCESS INTERACTIONS BY TYPE WEBSITE CALL CENTER IN-PERSON Pale
Rhino Consulting. All Rights Reserved. 8
9. THE QUALITY OF MOST ACCESS/EXPERIENCES IS UNKNOWN MEDIUM 50%
%OFKNOWNACCESSEXPERIENCES 100%0% HIGHLOW NUMBER OF ACCESS
INTERACTIONS BY PERSONA OUTPATIENTS PROSPECTIVE PATIENTS INPATIENTS
DISCHARGED PATIENTS FORMER PATIENTS Pale Rhino Consulting. All
Rights Reserved. 9
10. Pale Rhino Consulting. All Rights Reserved. MEASURING THE
CLINICAL AND THE BUSINESS EXPERIENCES AND SATISFACTION 10 Today:
Single Channel Clinical PX ImpactonPatientSatisfaction HighLow
HighLow Frequency of Patient Interaction Tomorrow: Multi-Channel
Business PX (More Contacts by More People) Scheduling Refills
Triage Set Payment Plan Online Admissions Dispute Management
Wellness Management Authorization Education Register Referrals 24 X
7 Access Patient Reminders Post Discharge Follow Up Queries
11. A PERSONS TOTAL EXPERIENCE INCLUDES THEIR SATISFACTION WITH
ACCESSING THE PROVIDER ACROSS MULTIPLE CHANNELS 11 Online On the
Phone In Person
12. Pale Rhino Consulting. All Rights Reserved. ACCESS &
EXPERIENCE ACROSS THE CARE CONTINUUM 12 Worried Well Post-Treatment
General Public/ Shoppers Staff Patients Clinicians Pre-Treatment
Active Treatment Families
13. Pale Rhino Consulting. All Rights Reserved. MATURITY
MATRIX: MOST PROVIDERS ARE EARLY STAGE 2 13 Stage 1 TRANSACTIONAL
REMOTE DISEASE MANAGEMENT STATIC INTERACTIVE Stage 2 Stage 3 EMR
PATIENT PORTALPROVIDER WEBSITE CUSTOMER PORTAL DATA MOVES FROM
PROVIDER TO THE INDIVIDUAL DATA MOVES TO AND FROM THE PROVIDER AND
THE INDIVIDUAL
14. Pale Rhino Consulting. All Rights Reserved. CUSTOMER
(PATIENT) ACCESS/EXPERIENCE MATURITY MATRIX 14 REMOTE DISEASE
MANAGEMENT ONE-WAY TWO-WAY TRANSACTIONAL/INTERACTIVE General
Information Event Calendar Event Information Locations &
Directions Physician Directory Request Appointment Specialties
& Services Registration Scheduling Pay Bills Payment
Information Order Medical Records View Medical Records Refill
Request Donate Insurance Authorization Lab Tests & Results
Support Communities Specific Content Per Disease & Stage
Caregiver Participation Health Trackers & Reminders Secure
Messaging Clinical Trial Participation Granting of Proxies &
Access Disease Management Tools Secure Live Chat Manage Medication
Insurance Authorization Prescription Filling Post Treatment Follow
Up Interactive Disease Mgt Long-Term Treatment Information
Survivorship Communities Automated test transmission and monitoring
CUSTOMER PORTAL, PATIENT PORTAL (EHR)PROVIDER Website Stage 1 Stage
2 Stage 3
15. Pale Rhino Consulting. All Rights Reserved. 15 CORE
OBJECTIVES NONE BASIC DEVELOPING OPTIMIZED Create Patient- Centered
Culture No focus on patient- centered Recognition of need and
vision Design principles communicated Leadership focused on patient
involvement Patient input in design of Access and Experience
Patients not involved in design Recognition that patients need to
help design Contextual inquiry to get patient inputs Patients
involved in most access & experience design Transactional
Access & Experiences No online transactions available Online
Chat, some functionality Call Center/CRM & rudimentary customer
portal All current transactions completed correctly Interactive
Access & Experiences None Chat Increased online 2- way
functionality All interactions are online and 2-way via customer
portal Improved care coordination None Functional EMR Patient
Portal Patient portal linked to Customer Portal Effective
population health management None Chat People enter health data
Daily patient/provider input and monitoring via customer portal
CUSTOMER (PATIENT) ACCESS/EXPERIENCE MATURITY MATRIX LEVEL OF
MATURITY
16. RECASTING PATIENT ACCESS & EXPERIENCE Create
Enterprise-Wide Access/Experience Strategy Implement Interactive
Digital Access Implement Effective Voice Access The innovation of
patient access and patient experience encompasses three components
Create vision for access and experience Inventory the existing
strategy and touchpoints Perform GAP analysis Define patient
personas Build roadmap for change Assess processes to be included
Develop change management program Design and build Customer Portal
Design and implement mobile strategy Design and implement Social
Media strategy CRM requirements, selection and implementation
Determine Call Center strategy Pale Rhino Consulting. All Rights
Reserved. 16
17. Schedule Appointments Admit Online Discharge Management
Population Health Management Reduce ED Visits CUSTOMER PORTAL
PROCESS AUTOMATION MATURITY Authorization Registration Scheduling
Verify Insurance Complete Forms Receive QR Code 2-Way Discharge
Management 2-Way Wellness Management Patients enter data Hospital
assesses patient data Patients enter data Hospital assesses patient
data Nursing triage Patients need to speak with a nurse Nurse
available on chat and phone Pale Rhino Consulting. All Rights
Reserved. 17
18. THE 6 ROIs OF IMPROVED PATIENT ACCESS AND EXPERIENCE Pale
Rhino Consulting. All Rights Reserved. 18
19. Pale Rhino Consulting. All Rights Reserved. 19 MOST
PROVIDER WEBSITES ARE DYSFUNCTIONAL:
20. Pale Rhino Consulting. All Rights Reserved. 20
WEBSITE/PORTAL DIAGNOSTIC Your Hospital Is it easy to use? Can I do
anything? Built using UDX principles User Experience/ease of use
Design reflects customer/patient expectations Use of personas and
journey mapping in design Use responsive design to deliver
compelling mobile experience Provides online chat Improved customer
service, efficiency, lower cost Electronic fulfillment of digital
services Customer self-service Ability to introduce new products
and services quickly Faster and better self-service access to
information Full-service, anytime/anywhere access for mobile users
Dynamic personalization of information Ability to target sales and
marketing Faster response to changing business needs A WEBSITE IS
NOT A STRATEGIC BUSINESS TOOL IF THERE IS NO CALL TO ACTION
21. Pale Rhino Consulting. All Rights Reserved. Pale Rhino
OFFERINGS Strategic Consulting, Guidance and Implementation support
for the following areas: Innovative patient experience engagement
across the continuum of care Customer Portal assessment, strategy,
design and implementation CRM & Call Centers Social Media
eHealth initiatives Mobile technologies 21 Marketing IT Clinical
Operations
22. Pale Rhino Consulting. All Rights Reserved. DISRUPTIVE
ACCESS & EXPERIENCE Continuum 22 Enterprise-Wide
Access/Experience Strategy Digital Voice Process 2-Way Automation
of Manual & Paper Processes: Authorization Registration
Scheduling Admissions Triage Billing Disputes Claims Discharge
Functional Requirements Technical Requirements RFP CRM Vendor
Selection Implementation Call Center Strategy Customer Portal
Patient Portal Mobile User-Centered Design Responsive Design
Personas Journey Mapping Wireframes User Research Prototype Build A
Designed Experience Maximizes The Benefit For Patients and
Providers Access & Experience Optimization Patient and
Customer-Centered Design What do I want to do Can I do it Is it
easy to do Can I Access my Provider 24 X 7 Through multiple
channels Provider ROIs Increased Retention Increased Referrals
Reduced Admissions (Ambulatory) Reduced Readmissions (Acute)
Decreased Service Costs Improved Population Health Management
23. Phase 2: Design Create a Patient Touchpoint Inventory Map
Interview stakeholders, patients, and prospective patients to
determine which access points relate most to their satisfaction
Create access/experience Personas & Journey Maps Create patient
access/experience effectiveness scorecard Determine which access
points each patient values at each stage of their interaction with
the hospital. Design Enterprise-Wide Strategy Develop an
implementation roadmap Ongoing Project Management 23 In Scope Phase
1: Enterprise-Wide Access & Experience Strategy Our Approach
Phase 1: Assess Phase 3: Implement Pale Rhino Consulting. All
Rights Reserved.
24. 24 Phase 1: Enterprise-Wide Access & Experience
Strategy Deliverables Deliverable Description Patient Touchpoint
Inventory Inventory of the touchpoints used by patients and
prospective patients to interact with the provider (in-person, by
phone, and online) Personas & Journey Maps Define personas for
each patient type and create journey maps of those personas
interacting with the provider Touchpoint Scorecard Assess which
touchpoints are most frequented and which ones have the greatest
impact on satisfaction. Enterprise-Wide Strategy Define the
providers enterprise-wide patient access and experience strategy
Strategy Road Map Comprehensive patient experience improvement
roadmap that includes: Key findings and observations Summary of
requirements Improvement opportunities Cost/benefit analysis and
ROI Implementation considerations & dependencies Pale Rhino
Consulting. All Rights Reserved.