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.