healthcare system stakeholders presentation mgmt e -5520, fall 2010 instructors: prof. david a....
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Healthcare System Stakeholders Presentation
MGMT E -5520, Fall 2010Instructors: Prof. David A. Shore & Prof. Eric D. Kupferberg Presented by: Timir Prabhakar
Consumers
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Contents
• Healthcare Consumers• Consumers:
– Interactions with other stakeholders– Their view of the Healthcare System– What Consumers want
• Consumer sub-categories• Different zones of activities• Shift in Consumer groups size• Observation about Consumer stakeholder group• Impact of Consumers behavior to other stakeholders• Conclusions
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Consumers as Stakeholder in the Healthcare System
• Actual or potential recipient of health care
• Consumers and Patients– Healthy people who “consume”
certain health offerings (Consumers)– People with chronic health conditions
(Patients)
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Consumers in the “tragedy of the commons”
No-control - At the mercy of
the Insurance companies
Complex Healthcare
System
Biased –Poor have no access to proper services
No Trust, system not transparent
Poor service,
high costs and
frustration
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Consumer sub-categories
• Content & Compliant • Sick & Savvy• Online & Onboard• Shop & Save• Out & About• Casual & Cautious
qhperform.com
Source - The Deloitte Center for Health Solutions
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Consumer Activities in the Healthcare market qhperform.com
Source - The Deloitte Center for Health Solutions
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Profiles of the Six Healthcare Consumer Segments qhperform.com
Source - The Deloitte Center for Health Solutions
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Profiles of the Six Healthcare Consumer Segments… qhperform.com
Source - The Deloitte Center for Health Solutions
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Shift in Consumer groups size
• Most traditional segment (Content & Compliant), the most alternative-leaning segment (Out & About), and the least engaged segment (Casual & Cautious) have declined slightly in size,
• Small increases in the segments that are most active with respect to various reflections of consumerism (Sick & Savvy, Online & Onboard, Shop & Save)
qhperform.com
Source - The Deloitte Center for Health Solutions
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Observations
• Consumers compare services, quality and costs.• The health care market is not homogeneous – – Market is comprised of six unique segments
28%
44%
28%
Traditionalists(Content & Compliant)
Activists (Sick & Savvy, Online & Onboard, Shop & Save, and Out & About)
Disengaged (Casual & Cautious)
qhperform.com
Source - The Deloitte Center for Health Solutions
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Observations….
• Cost concerns change consumer behaviors• Consumers want holistic care & resources• Consumers embrace innovations that
enhance self-care, convenience, personalization & control of their personal health information
qhperform.com
Source - The Deloitte Center for Health Solutions
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Consumerism & key challenges for stakeholders in the system: Hospitals
• Adapt to consumer demand for improved service, price transparency, integration of holistic care with conventional services, and demonstrated quality via publicly-reported outcomes
• Transition from patient-oriented clinical models to consumer-focused models
• Clinical services, deliver value to consumers • Price transparency• Transparency about quality, outcomes, adherence to
evidence-based practices
qhperform.com
Source - The Deloitte Center for Health Solutions
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Consumerism and key challenges for stakeholders in the system: Payers
• Develop health plans and balance enrollees’ preferences for wide networks
• Features like: lower premiums and out-of-pocket costs• Assist consumers in navigating the health system • Encourage healthy behaviors as a means of reducing costs • Focus on quality, cost and service• Satisfy price-driven segments, those looking basic coverage• Engage health plans with employers• Assist individuals in making clinical decisions, selections of
providers and self-care
qhperform.com
Source - The Deloitte Center for Health Solutions
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Consumerism and key challenges for stakeholders in the system: Companies
• Assist consumers in medical adherence and healthier lifestyles
• Create and sustain brand loyalty among users• Modify products according to consumer
preferences• Innovative channels, and offer increased
access
qhperform.com
Source - The Deloitte Center for Health Solutions
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Consumerism and key challenges for stakeholders in the system: Govt
• March 5, 2009, White House for efforts to rein in health care costs and expanding access to uninsured 46 million Americans
• Help shift responsibility to consumers for self-care and adherence to treatment plans to reduce avoidable costs
• Encourage consumer-centric innovations via oversight policies and regulations
• Incentives to encourage healthy living for enrollees in government-sponsored programs
• Make available tools and resources enrollees to assist in self-care, provider selection, health plan selection or use of monies for products and services
qhperform.com
Source - The Deloitte Center for Health Solutions
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Conclusions
• Consumers view Healthcare as poor, complex, and costly – in a way biased towards riches
• Consumerism in health care is not a threat to stakeholders– only when stakeholders conclude that consumers
are incapable of acting responsibly• Growing numbers of consumers want to be
actively engaged
qhperform.com
Source - The Deloitte Center for Health Solutions
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References• Medical Dictionary
– http://medical-dictionary.thefreedictionary.com/health+care+consumer
• Merriam-Webster Medical Dictionary
• How do healthcare consumers process and evaluate comparative healthcare information? A qualitative study using cognitive interviews– Olga C Damman, Michelle Hendriks , Jany Rademakers, Diana MJ Delnoij and Peter P Groenewegen– http://www.biomedcentral.com/1471-2458/9/423
• 2009 Survey of Health Care Consumers: Key Findings, Strategic Implications– The Deloitte Center for Health Solutions– www.deloitte.com/centerforhealthsolutions
• http://mi-10.com/
• The Other $700 Billion QuestionCan behavioral economics bail out the problems with healthcare spending?by Jennifer Robison http://gmj.gallup.com/content/111778/other-700-billion-question.aspx