What if managing your health could be as easy as using Amazon?
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What if managing your health could be as easy
as using Amazon?
The last, best customer experience anyone has anywhere
Is their minimum expecta0on for the healthcare experiences they want everywhere…
…for everyone, every 0me, at any 0me, and on any device
In 3-5 years, healthcare companies must deliver a remarkable customer experience…
Driving Health & Wellness through a cognitive cloud is what makes consumerism a strategic tool
Lead With Customer Experience
Employ Design
Thinking
Use Any Device At Any Time
Consumerism Must Be: Cognitive, 24x7, Transactional, Personalized
Consumers do not want to call
Consumers want to engage with mobile devices
Consumers want to know, “Am I healthy today?”
Designing A Better Care Model
What Would Make The Care Model More Effective for Patients?
What Is Missing? • Healthcare has no habitual, current informa0on
about all aspects of the pa0ent’s health • There is liBle capability to demonstrate:
• Are pa0ents taking their medica0on • Are they taking it correctly & all of it • Are they refilling it on 0me
• Are they geHng beBer • What other illnesses may they have
How Can The Wellness Model Become Effective for Patients & Consumers?
Nothing Is Known About Someone’s Current Health:
EMR: Data about how someone’s health was about a specific illness
Neither providers, payers, or pharma accesses the data people collect using smart apps and wearables
Patients & Consumers Are Asking… Who Wants To Manage My Wellness? Pa0ents & Consumers collect a lot of health data…
Health Apps
Wearables
Healthcare does not collect, assess or respond to consumers about their own health data
The Data Patients & Consumers Collect is… …almost worthless
“I’m not a security guard; I’m a security monitor…The bank is being robbed.”
The health data people collect about themselves is not even monitored
Patients & Consumers Are Asking… How Can You Help Me Be Healthy?
• Collect my health data every day • Turn my data into informa0on • Analyze the informa0on • Tell me what to do • Let me interact cogni0vely with you
Habitual, COGNITIVE Health…”OK Google”
OnStar Is Doing This Today For Cars
• They collect my car’s data every day • Turn my data into informa0on • They analyze my informa0on • They tell me when my car needs a checkup
Nobody Is Doing This Today For Cars
…but they could…
! Real-time access & engagement
! User-Centered-Design for a great user experience
! Reduces the number of calls & repeat calls
! Triples the customer service hours
! Increases care coordination, patient acquisition & retention
! Increases customer and patient satisfaction
“OK Google. Please schedule the next available MRI”
“We have one at 10 Monday morning. But if you take the 6 PM appointment, we will discount you 10%, and if you pay now, we will discount another 10%. Also, I see you need a refill on your Toprol. Would you like me to refill that?”
What Could A Cognitive, Customized Healthcare Concierge Do?
What Are The Benefits Of A Healthcare Concierge?
! “Own” the consumer by owning their health data
! Increase Patient & Consumer acquisition
! Increase Patient & Consumer retention and referrals
! Capture more of the healthcare food chain
! Turn wellness consumers into patients
! Become the provider of choice, and make PCP visits the exception
! Improve care
! Drive wellness & earn wellness reward points
“I will keep my appointment.””
“Your appointment at the is running 30 minutes late. May we reschedule it for you? We awarded you 100 wellness points for the inconvenience.”
“Both of your children need back to school physicals. We added extra practitioners the week of August 3rd to provide physicals. Your daughter Sally needs the Tdap vaccine. Do you want to schedule these?”
What if Consumers & Patients Could Manage Health & Wellness Simply By Saying “OK Google?”
Recasting how Patients & Consumers Manage their Health
Consumers demand a Healthcare Consumerism Model that is:
User-Friendly
Portable
Interactive
Omni-Channel
Omni-Present
Habitual
SINGLE IDENTITY Connect The Dots
Connects every Individual touch point into a single view
MARKETING DATA
Manage Behaviors At Scale
Manages everything about each individual, easily and at scale
PERSONALIZATION ENGINE
Automate CommunicaCons
Gets personal with each Individual, one at a 0me
and in real-‐0me
UNIVERSAL BEHAVIOR
Capture Every AcCon
Captures and manages behavior across every digital
and offline channel to build unparalleled insight
into each individual
BEHAVIORAL INSIGHTS
Understand Path To Revenue
Discovers individual
preferences by analyzing data from all devices and
channels
Real Consumer Engagement Requires…
Cognitive Cloud-Based Consumerism Platform Making Health & Wellness Easy, Habitual, & Interactive
Shop for Plan Shop for Procedure Member Incentives
Healthcare Consumerism Must Become as Easy & User-Friendly as… Amazon, Retail Banking, UBER, & Pokémon
Health Care
Proactive Wellness
Together, We Can Redefine Healthcare Consumerism
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