how do we revitalise our broken, fragmented system into a sustainable and integrated one?
TRANSCRIPT
How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One?
Dr Avnesh Ratnanesan (Avi)CEOEnergesse
Patient-Centred Healthcare. Experienced. Differently.
Customer Analytics and Insights
Patient-Centred Strategy and Innovation
Patient Experience Solutions
Introduction
3Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Agenda
The State of the Australian Healthcare ‘Ecosystem’ Major Challenges from White Paper Future Solutions for Healthcare Transform Service/Business Models via Customer & Patient
Centricity Learnings and Recommendations
4Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Understanding the Healthcare ‘Ecosystem’
Federal Government State Government &Public Hospitals
Patient/Consumer
Not-for-Profit
Aged Care
Research & Academia
Private Sector – PC & Hospitals
© 2015 Energesse
5Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Journey through ecosystem is interdependent
Federal Government State Government &Public Hospitals
Eleanor
Not-for-Profit
Aged Care
Research & Academia
Private Sector – PC & Hospitals
© 2015 Energesse
6Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Thought Leaders Across Health Ecosystem
The State of Australian Healthcare
8Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse
6thAustralia — Health Outcomes
9Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
OECD Health Expenditure
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Australia — Well-Being Outcomes
45th
11Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse
Health Sustainability – Cost Growth
Major Challenges in Australian Healthcare
13Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse
Epidemics of Modern Lifestyles
14Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Grattan Institute Report, adapted from The Conversation 24 April 2013
© 2015 Energesse
Rising Costs of Medical Complexity
15Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Inequities in Access to Care
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16Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse and Palladium Group
6 Major Challenges Leading to a Self-Propagating “Vicious Cycle”
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Opportunities for Solutions
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Address the 6 Challenges and Transform the Vicious Cycle into a Virtuous Cycle
© 2015 Energesse
20Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse
21Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Align Funding with Vision
© 2015 Energesse
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Comparative Cost-Effectiveness across Healthcare
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Focus on Prevention and Well-being (Reduce hospitalisations)
© 2015 Energesse
24Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Enhance Trust to Integrate Care across Pathways and Stakeholders
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Most Important Reform by 2020
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Change how success is incentivised: Provider Activities ≠ Patient Outcomes
26Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Case Study : GP Clinic — “Did Not Attend’s” (DNA’s)
© 2015 Energesse
27Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Patient Emotion AnalysisFrustration Map – GP Appointments
© 2015 Energesse
CustomerIntangible
Needs
Under-served
Over-served
Customer Tangible Needs
Under-servedOver-served
caring
advice
convenience efficiency
flexibilitycost
risk
controlrespect
thoroughness
privacy
competence
28Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Changing the Pathway: Patient-Centric Appointment-Setting
© 2015 Energesse
“See how I’m in control?”
“Now you take control”
Result: 40% reduction in DNAs
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Patient/Customer Experience - Lead indicator of Performance
Analysing Emotions and Frustrations
National Frustration Trend% Customer Emotional Response
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Map Frustrations to Customer/Patient Pathway
Identify Safety & Quality Issues Early via front line perspective
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Patient Reported Outcomes in Hospitals
© 2015 Energesse
www.hscic.gov.uk/proms
Health Analytics & Insights – Major Capability Focus
Cost ($)
Time
Cost Savings + Improved ROI
70-80% 20-30%
Research Data Implement Projects Analyse
Insights Develop
Strategies
Improved Insights - Understand WHY
33Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Case Studies : Patient-Centred Health Systems
© 2015 Energesse
Canterbury
Multi Purpose Service Agencies
(Rural Australia)
http://www.kingsfund.org.uk/sites/files/kf/field/field_publication_file/quest-integrated-care-new-zealand-timmins-ham-sept13.pdf
34Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
Principles for Sustainable, Patient Centred CarePrinciples Indicative Frameworks and
ToolsInsights (Research/Data)
1. Define Vision, Strategy and Objectives
Stakeholder Co-CreationBalance Scorecard
Patient & Customer OutcomesActivity & Efficiency metrics
2. Understand Patient Experience (PX) Across Eco-system
Patient Journey Mapping (Functional and Emotional)
Stakeholder and Patient Feedback & Surveys
3. Align Leadership, Culture and Change Management
Co-creation platforms to assess mindsets and engage patients in design and decision-making
Patient InsightsStaff AttitudesEngagement Surveys
4. Implement Systems and Capabilities for PX
Understand and close gaps in data/insights/implementation
Surveys and Responsive tools for Multi-channels (e.g., Call Centres, Social Media)
5. Adapting Strategies from Ongoing Insights
Balance ScorecardCustomer Innovation Design Tools
Management insightsSubject Matter ExpertsFinancial metrics
6. Apply PX to Products, Services & Programs
Customer Innovation Design ToolsLean StartupInternal Communications Processes
Performance metrics for channels, products and services.
© 2015 Energesse
35Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group
1. Consider holistic Health Ecosystem, rather than own silo
2. Use patient-centred strategies to drive transformation
3. Measure and incentivise outcomes, rather than activity, where possible
4. Grow capability in customer/patient analytics & insights for more cost-effective solutions to problems
5. Patient experience - lead indicator of performance
Key Learnings
© 2015 Energesse