the mathematics of patient engagement
TRANSCRIPT
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
Antoineâs compassionate caring engendered trust
and faith, which gave rise to very real healing.
TESTIMONIALS
In 1990, 27 years after his death, Antoineâs followers
could âstill feel his healing touchâ.
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 âhealing powerâ 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
Dunbarâs NumberSupport Patients Like You Support Members of your Monkeysphere
â Arrange a ride
â Accompany on hospital visit
â Send flowers
â Help with logistics
â Provide education
â Help them with recovery / rehab
â Update to family and friends
How Would You Help?
Metcalfeâs LawHarness the Network Effect
â Consider capabilities that scale the care function and would be fit for your Monkeysphere
â Consider the power in networking capabilities for more meaningful engagement workflows
â 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
đ đâ1
2= 15
# Connections Required
to Connect all Nodes
đ â 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 âDigital Journeyâ
Important Considerations
Native App vs. Responsive Web
⢠âThereâs No Free Lunchâ
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