healthcare strategists good for what ails you 042011
DESCRIPTION
My presentation for Healthcare Experience Design Conference April 2011 in Boston.TRANSCRIPT
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Personal Healthcare Strategists: Good for What Ails You
4.11.11
Jerilyn Maclaren-Hall Experience Design Strategist
and Account Director
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The Patient Experience is a challenge we are all faced with – regardless of what role we play in that experience.
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Look Complicated?
Initial Contact
Schedule Appointment
Prep for Patient Visit
Office Visit
Diagnosis & Treatment
Billing Procedures
Pick up scripts
Follow up Visit
Calls Doctor
Calls Patient
Routes Calls
Generates Reminder
Chooses Date/Time
Coordinates Scheduling/
Updates System
Coordinates Details
Pulls Info From/Updates
System
Office Visit
Updates System
Picks Up Script
Coordinates Pick-up/ Billing
Coordinates Post-Service
CRM
Coordinates Billing
Print Materials From Customer
Print Billing Info
Print Final Invoice
Connect to the Sales Department
Hospital
Electronic Medial Record (EMR)
Patient
Pharmacy
Doctor’s Office
Health Insurance Company
Legend:
Go to hospital for tests, receive results
Speak with Insurance Company
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At best, the experience of managing our health is disjointed…
SUCCESS? Not So Much
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The Patient Universe is both over and underwhelmed with resources…
Pharmacy
Doctor’s Office
Hospital or Medical Institution
Health Insurance Company
Patient Support System
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But what if we looked at the patient (and healthy person) experience holistically?
Health Insurance Co Doctor’s Office
Pharmacy Pharma
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[Enter Healthcare Strategist] Someone who can bring everyone to a shared understanding of who the patient is and what he/she is trying to accomplish…
Manage multiple health-related scenarios (and, most likely, work with more than one HCP)
Ensure coverage through the payer
Stay on-top of health and treatment programs
Keep the support network in the loop and engaged
Stay healthy! (and out of the doctor’s office)
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The job of our healthcare strategist would be to help us navigate the layers of the health management onion…
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Pharmacy
Doctor’s Office
Hospital or Medical Institution
Health Insurance Company
Patient Support System
Remember Our Touch Point Diagram… How many views of the patient do you see?
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What about now?
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Of course, this raises some very real questions…
1. Is there a difference between patient owned vs. patient centered? Even patients use these phrases interchangeably, but a deeper dive shows this is more because of need than necessity.
2. What is the appropriate level of accountability for each stakeholder in the patient experience continuum? Opposing goals around health management have lead to low patient trust in the current “actors” being the right people to “fix” anything.
3. Who “owns” or “leads” a healthcare management program? Fear of how shared information would be used by the current “actors” in the patient continuum add yet another barrier to true collaboration
4. What role can technology play? The current way we manage patient and health related information doesn’t lend itself to having a “single view of the patient”.
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THANK YOU !
Jerilyn Maclaren-Hall Experience Design Strategist & Account Director email: [email protected]
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