the mathematics of patient engagement

THE MATHEMATICS OF PATIENT ENGAGEMENTJeff Fisher

INTRAPRISEH E A L T H

Performance Category Gruden Fisher

Career Winning Pct .517 .510

Postseason Record 5 - 4 5 - 6

Super Bowl Record 1 - 0 0 - 1 (1 yd short)

Career Wins 104 178

Current StatusRaiders 10 years

$100 million

Not interviewed for any of 7

head coaching jobs

165 Career Losses

Tied for most ever for an NFL

head coach

13 Wins Away

From joining the list of top 10

winningest coaches in history

Clayton, NY

1939 ANTOINE TETRAULT

THE MIRACLE MAN

OF CLAYTON

1881 - 1963

Antoine’s compassionate caring engendered trust

and faith, which gave rise to very real healing.

TESTIMONIALS

In 1990, 27 years after his death, Antoine’s followers

could “still feel his healing touch”.

1990

For 56 years, on the second

Saturday of June, Antoine

Tetrault is remembered for his

compassionate care.

Some trusted relationships last

more than a lifetime and

promote health and wellness.

Possibly the ‘healing power’ is nothing more

than patience, interest and concern, all

dispensed in large doses

~ James A. Fitzgerald, M.D.

NEW YORK STATE JOURNAL OF MEDICINE, Vol 71, No. 20, October 15, 1971

THE POWER OF CARING

CaringDerived From Trust Derived FromLoyalty

Caring Leads to Trust Leads to Loyalty

The Relationship of Caring to Loyalty

Cari

ng

Tru

st

Lo

yalt

y

The Calculus of MotionThe Calculus of Engagement

To ensure consistent loyalty, we must increasingly

engender trust, which in turn requires large doses of

caring

The Calculus of Engagement

Building out the

Engagement Ecosystem

CURATION ORCHESTRATION ADOPTION

Scaling the Caring Function

CURATION

Dunbar’s NumberSupport Patients Like You Support Members of your Monkeysphere

✓ Arrange a ride

✓ Accompany on hospital visit

✓ Send flowers

✓ Help with logistics

✓ Provide education

✓ Help them with recovery / rehab

✓ Update to family and friends

How Would You Help?

Metcalfe’s LawHarness the Network Effect

✓ Consider capabilities that scale the care function and would be fit for your Monkeysphere

✓ Consider the power in networking capabilities for more meaningful engagement workflows

✓ Rank capabilities in terms of 1 and 2

Curating Capabilities for your

Engagement Ecosystem

Google PageRank AlgorithmRank Engagement Features

Engagement Relationship Matrix

Relationship Matrix

Care Plans / Care

ManagementCRM

Wayfinding/ ridesharing

E-formsGet-in-

line/wait times

Health Risk

Assess.

Virtual Care/Teleh

ealth

Patient Portal

(clinical data

access)

Guided Self-scheduling

Pricing Transparency &

Estimation

Online Bill Pay

Remote monitoring

/ wearables

Health Actions

Care Plans / Care Management 0 1 1 0 0 0 0 1 1 1 0 0 0

CRM 0 0 0 0 0 0 0 0 0 0 0 0 0

Wayfinding/ride sharing 0 0 0 0 0 0 0 0 0 0 0 0 0

E-forms 0 1 1 0 1 0 1 0 1 1 0 1 1

Get-in-line/wait times 0 0 1 0 0 0 0 1 0 1 0 0 0

Health Risk Assess. 1 1 1 1 1 0 1 1 1 1 0 0 1

Virtual Care/Telehealth 0 0 1 0 0 0 0 0 0 1 0 0 0

Patient Portal (clinical data access) 0 0 0 0 0 0 0 0 0 1 0 0 0

Guided Self Scheduling 0 0 0 0 0 0 0 0 0 0 0 0 0

Pricing Transparency & Estimation 0 1 0 0 0 0 0 0 0 0 0 0 0

Online Bill Pay 1 0 1 0 1 0 1 1 1 1 0 0 0

Remote monitoring / wearables 0 0 1 0 1 0 1 1 1 1 0 0 0

Health Actions 0 0 0 0 0 0 0 0 1 1 0 0 0

Engagement Relationship Matrix

CRM, 20.72%

Pricing Transparency & Estimation, 18.26%

Wayfinding/ ridesharing, 10.12%Guided Self-scheduling,

8.12%

Patient Portal (clinical data access), 7.36%

Get-in-line/wait times, 5.48%

Virtual Care/Telehealth, 5.48%

Care Plans / Care Management, 4.47%

Health Actions, 4.44%

Remote monitoring / wearables, 4.13%

E-forms, 4.02%

Health Risk Assess., 3.70%Online Bill Pay, 3.70%Condition Rank

CRM 20.72%

Pricing Transparency & Estimation 18.26%

Wayfinding/ ridesharing 10.12%

Guided Self-scheduling 8.12%

Patient Portal (clinical data access) 7.36%

Get-in-line/wait times 5.48%

Virtual Care/Telehealth 5.48%

Care Plans / Care Management 4.47%

Health Actions 4.44%

Remote monitoring / wearables 4.13%

E-forms 4.02%

Health Risk Assess. 3.70%

Online Bill Pay 3.70%

37%

Optimal Stopping AlgorithmAccelerate Vendor Curation

ORCHESTRATION

Bring Order to the Chaos

The Chaos of Overlapping Features

Requires

IdentityRequires

Consent

Provides

Reporting

and/or Analytics

The Paradox of Healthcare Consumerization

The Paradox of Healthcare Consumerization

OVERLAPPING

POINT SOLUTIONS

PATIENT

ACCESSCARE

COORDINATION

SERVICE

LINES

NAVIGATION

/WAYFINDING

EMPLOYER

WELLNESS

INCREASED RISK

EXPOSURE AND

LACK OF

COHESION

The Goal

𝑛 𝑛−1

2= 15

# Connections Required

to Connect all Nodes

𝑛 − 1 = 5

Hub-and-Spoke ArchitectureEstablish Command and Control of your Engagement Ecosystem

Engagement Ecosystem Architecture

BotsMillennials

AppsGeneration X

WebsitesBaby Boomers

TelephonesPost-War

Multi-channel EngagementMeet Consumers where they are in their “Digital Journey”

Important Considerations

Native App vs. Responsive Web

• “There’s No Free Lunch”

Transactional vs. Relationship

• The Case for Multiple Standalone Apps?

Anonymous vs. Authenticated

• Give Something for Nothing

Cool Tech vs. Genuine Caring

• Patient Experience should drive tech, not vice-versa

ADOPTION

Adoption is a Deliverable

1.5%

.2%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

TYPICAL MEDIA CHANNELS

Healthcare and Consumer Outreach

35%

80%

WORD OF MOUTH

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Healthcare and Consumer Outreach

Technology

OperationsMarketing

Technology OperationsMarketing

Culture of Caring and Innovation

Measure what can be measured.

Make measurable what cannot be

measured.

~ Galileo

THE IMPORTANCE OF MEASURING

Inspira Call Center Referral Insights

Compare to Definitive Healthcare

Stats for Pain Management ~ 1%

Referral Average Travel Distance

Questions