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Industry specific cover image Oracle Healthcare Consumer Solutions: Provider Retail and Disease Management Mary Kilmer, NA Executive Director, Healthcare.

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Presentation on theme: "Industry specific cover image Oracle Healthcare Consumer Solutions: Provider Retail and Disease Management Mary Kilmer, NA Executive Director, Healthcare."— Presentation transcript:

1 Industry specific cover image Oracle Healthcare Consumer Solutions: Provider Retail and Disease Management Mary Kilmer, NA Executive Director, Healthcare IBU April 2009

2 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 2 Oracle Healthcare Mission Leveraging the power and resources of a top 5 global healthcare care company to empower you to deliver: O perational efficiency and game changing productivity Collaboration and communication across the healthcare community Empowered associates Information management and analytics with real-time information that promote improvement in outcomes Reaching beyond the artificial boundaries in promoting wellness and safety Providing a holistic healthcare experience for each patients needs and personalizes their care

3 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 3 Our Clients Critical Business Issues Challenged to improve loyalty and satisfaction with patients, medical staff and employees Inability to develop new sources of revenue Struggling to reduce cost of healthcare delivery especially for chronic disease Challenged to embrace the rise in healthcare consumerism Fragmented consumer delivery value chain Improve the patient experience

4 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 4 Its All About The Relationship The quality of the ongoing relationship between the hospital and its patients (and medical staff) is far and away the dominant determinant of success. Gartner

5 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 5 What is the Patient Experience for Healthcare? Healthcare organizations develop successful high-value, relationships and deliver superior service and more effective experience to their physician, patient, and community constituents Establish a patient centered, collaborative, personal experience where knowledge and care can support the patient, the family,the community, the medical staff Establish the provider as the trusted source of all healthcare support

6 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 6 Why Now? Rise in consumerism, demand for a partnership in care Increase use of internet and call center More effective technology Entrants of new providers Need to capture new revenues with predictable streams Recognition that this new business needs a retail focus

7 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 7 Survey Says: Patients want to Connect

8 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 8 What Consumers Say They Want From Hospitals Aligns With Retail Strategies Quality – Convenience – Lower Cost - Empowerment Easy access to care More support from trusted provider Coordinated treatment Better health education access Price & Quality information transparency Multiple communication pathways More collaborative disease management

9 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 9 Providers Are Challenged to Capture Revenues to Stay Viable Average Revenue Breakdown of Retail Pharmacies 07 Source: Freedonia Healthcare Market Overview 2008, Public Retail Pharmacy corporation annual reports

10 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 10... Studies Show Quality & Costs Impacts from Improved Discharge Planning & Care Coordination Sources: Educating Patients Before They Leave the Hospital Reduces Readmissions, Emergency Department Visits, and Saves Money, AHRQ press release – Feb. 2009. Community Benefit Strategies for a Changing Economy, Jeni Williams, HFM Magazine, Feb. 2009

11 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 11 Why Oracle? World class order to cash and retail solution Market leading CRM and Order Management and Fulfillment Investment in functionality Investment and commitment in healthcare industry Successful solution managing mail order pharmacy for last 7 years Experience in the retail and payor space Experience in provider market

12 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 12 Thinking outside the box!

13 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 13 Investment in Healthcare Oracle FY 2005Oracle FY 2006Oracle FY 2007

14 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 14 Accuracy Scalability Security Business Intelligence Oracle Healthcare Consumer Solutions Collaborative tracking, interaction and education Clinical Pathway Post Discharge Document and communicate online Workflow alerts Outcomes improved, readmissions reduced, satisfaction increased Mail Order pharmacy and DME delivery direct to consumers or to regional locations CRM, ERP and Analytics Solution Marketing, Sales, Interaction Center, and Service Supply Chain and Financials Pre-Built Analytics Interactive tools to assess patients complaints Determine right venue Referrals Online FAQ and help desk Reduce cost Improve quality Improve satisfaction Utilizing the Oracle Pharmacy solution Broaden their value chain by offering supplies, meals, prescriptions, DMEs, etc. Multiple channels Interactive TV POS Web Store Disease Management Retail Pharmacy Nurse Triage Retail

15 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 15 Provider Retail

16 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 16 Insight Review of 550 Bed Hospital

17 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 17 Oracle Insight Review of Healthcare Retail Opportunity Oracle Healthcare conducted an Insight review assessing the Healthcare Retail opportunities for a 550 bed, $300M in revenue community hospital..

18 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 18 Primary Service Lines Studied : These areas were agreed on with senior management at the outset of the project Discharge-related DME, pharmacy and other services bundled to increase revenues & patient satisfaction in the following areas: – OB/GYN – Oncology – Psychiatric – E.D. – Cardiology – Sleep Lab Retail / Out-Patient Pharmacy – Potential for re-fill & smart-switch business related to discharges – Related OTC business – Employee prescription service – Possible pharmacies in MOBs or other remote locations – Other Expanded Gift Shop products & services – Existing gift shop – Greatly expanded web offerings – Additional retail shops

19 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 19 Patients were Surveyed to Validate Patient/Consumer Receptivity & Interaction Preferences for the Contemplated Services The great majority of patients indicated they would use these services – if offered: 84% said theyd purchase DME/HME items if offered 84% said theyd purchase discharge medications if offered 75% said they were comfortable ordering via in-room interactive TV devices 66% said theyd order refills of medications initially purchased at discharge Patients view hospital as a trusted source of medical information, second only to their physician! Preferences for communication & information exchange lend strongly to anticipated program execution plans

20 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 20 % Capture Product / Serviceof Available Business Assumed Gross Margins Industry Hosp Pts. We Used Industry We Used DME & Daily Living Products60% 84% 40-70% 50% 25 – 35% Discharge Medications60% 84% 30-70% 24% 22% Refills on above40% 66% 35-50% 10-20% 7% Employee Medications80% 60% 10% 7% Extremely Conservative Estimates Used We used lower anticipated business capture rates & margin estimates than both industry & patient survey data prove are likely

21 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 21 Related DME/HME sales $0.9 – 1.5 M $0.6 – 0.9 M - Breast pumps/rentals, bras, diapers, 15% bottle feeder items (Note current pump sales/rentals only 320/yr. – vs. 34000 total!) Related Pharmacy sales $0.5 – 1.9 M $0.05 – 0.15 M - Percoset, Lanolin, Easy Switch Conversion Other products & services $0.6 – 1.2 M $0.3 – 0.5 M - Specialty formula, car seats, Baby Registry Services Reimbursable = $0.7-1.7 M Non-Reimbursable = $1.2 -2.3 M Home Service Related = $0.6 -.08 M Detailed Opportunity Summary Example: Womens Health Services Key enablers: End-to-end re-design of communication & coordination activities with physicians & patients Clinical system integration to trigger appropriate workflows based on diagnosis, procedural, or other drivers. Standardized discharge order sets for target groups, with physician buy-in. Modified nursing discharge procedures to accommodate. Potential use of interactive TV offerings to enable easy patient education & ordering. Proposed retail system components to manage orders, fulfillment, billing, collections, reporting, etc. Dependencies: Gaining physician support outside core advisory group. Additional retail & education space Coordination of sales efforts at all touch points. Related Discharge pharmacy dependencies. Total Annual Revenue Potential $ 2.0 – 4.6 M $0.95 – 1.5 M New Products / ServicesAnnual Revenues Gross Margins

22 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 22 Increase annual revenues of $21 to 40 M per year, with margins ~$8.1M (additional $20-30M in areas we didnt study) Extrapolated to Health System level, between $500M and $1B annually Most attractive areas to start will be additional DME sales in Womens services, Pulmonary, Cardiology, Sleep Lab and E.R. – Discharge pharmacy sales is next most attractive opportunity These new services will also satisfaction Enhance hospital comprehensive patient care & service innovation Executive Summary - Key Findings for Hospital

23 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential OHCS Retail Footprint:Order-To-Cash Flow Disease Mgt Supply Chain Management Order managed and fulfilled Customer Relationship Management Order placed eMailWebTelephonyMobile Fax Financials Order paid for Channels Task Manager Shared Components Analytics Business Intelligence/Reporting Applications SOA Suite

24 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 24 The Right Retail Strategy Can Bring Multiple Positive Outcomes New revenues with higher margins Improved patient care & wellness Improved patient satisfaction and physician Lower total cost of care Building of Brand loyalty Reduced operating costs Improved disease management

25 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 25 Oracle Healthcare Consumer Solution Supports: the ordering and fulfillment of – Pure retail – eCommerce gift shop – Pharmaceuticals, discharge and refill – DME discharge and refill Also supports: – Disease Management – Marketing and Branding – Loyalty

26 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 26 Multiple Channels Can Deliver the Message Personal Content Delivery Tool Interactive TV Patient Concierge Discharge Planner/Nurse Fax Call Center Email Portal Paper/Mail

27 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 27 Nurse Concierge is one way hospitals can utilize OHCS

28 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 28 Nurse Concierge can offer personalized discharge support

29 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 29 Nurse is assigned patient and provided physician directed prescription and supply recommendations

30 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 30 Interactive Medication Education

31 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 31 Medication Ordering Support

32 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 32 Disease Management Program Invitation

33 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 33 Hospitals eCommerce Website

34 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 34 Patient Sees the Ease of Use and Ordering

35 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 35 One-Click Ordering

36 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 36 Disease Management

37 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 37 Disease Management What is DM Health Screening Health Education Health Coordination Health Choices Health Support in and out of the Hospital Who Is it for? Patients Families Communities Providers Payors Provinces States Countries

38 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 38 Why Focus on Chronic Conditions? 81% of inpatient stays 83% of US healthcare spending 91% of prescriptions 76% of physician visits 98% of home healthcare visits As of 2006, patients with chronic conditions accounted for:

39 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 39 Why Focus on Disease Management? Chronic Disease Management Cost of CDM in the US 2008 -$1.3 Trillion with and estimated increase to $4.2 Trillion in 2023 80 Million people have multiple CDs Canadas annual spend for CDM is over $80 Billion CD accounts for 44% of the population but 78% of all healthcare expenditures CHF the number three admission due to lack of coordination of care at home

40 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 40 What is the Cost of Chronic Disease? Chronic Disease Management Frequent readmissions Burden on patient who has to manage complicated treatments and medications on their own CHF the number three admission due to lack of coordination of care at home Burden on family and healthcare system

41 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 41 Health Awareness and Prevention Connected Healthcare Oracle is Invested in Supporting Chronic Disease Management Chronic Disease Management OHCS: CDM Solution

42 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 42 Implications for Clinical Quality OHCS supports Disease Management initiatives to help push the clinical pathways post discharge or after initial diagnosis – Channel for provider/patient/caregiver collaboration with access for patient interaction thru portal, email, phone etc. i.e.Daily glucose check with workflow based on tolerances to physicians i.e. track daily weight of CHF patients – Supports more directly the treatment plan with direct control of medication, meals, DMEs, services – Meals for CHF patients – Supports pathway management thru Online Learning tool to support compliance Comprehensive analytics and reporting to track and improve patient and aggregate clinical outcomes

43 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 43 The Right Consumer/Disease Management Strategy Can Bring Multiple Positive Outcomes Improved patient care & wellness Improved patient satisfaction and physician Improved support to patient and family Closer relationship between provider and patient Lower total cost of care Improved health awareness and prevention Health prevention and population screening

44 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential OHCS Retail Footprint:Order-To-Cash Flow Disease Mgt Supply Chain Management Order managed and fulfilled Customer Relationship Management Order placed eMailWebTelephonyMobile Fax Financials Order paid for Channels Task Manager Shared Components Analytics Business Intelligence/Reporting Applications SOA Suite

45 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 45 OHCS: DM Solution Footprint OHCS: Disease Management – Siebel Interaction Center Web Email Call Center Smart Scripting – Siebel Marketing – iLearning – Oracle Technology Disease Management

46 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 46 Oracle Disease Management Utilizing CRM Interaction Center and learning to establish a more collaborative relationship between Patients and Providers and between the care team – Programmatic approach to Disease Management thru Marketing and Interaction Center Call Center Email FAQ Portal support Learning Expansion of outreach

47 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 47 Oracle Disease Management Chronic Disease Management – Diabetes Classes Glucose communication Education Meals, pharma, DMEs, etc support Call Center support FAQ online Email Communities

48 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 48 In conclusion

49 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 49 Our Clients Critical Business Issues Challenged to improve loyalty and satisfaction with patients, medical staff and employees Inability to develop new sources of revenue Struggling to reduce cost of healthcare delivery especially for chronic disease Challenged to embrace the rise in healthcare consumerism Fragmented consumer delivery value chain Improve the patient experience

50 Copyright ©2009, Oracle. All rights reserved. Oracle Healthcare Confidential 50 OHCS is the Only Solution That Will Bring Results and Build the Relationship New revenues with higher margins Improved patient care, disease management, & wellness Improved satisfaction and experience Lower total cost of care Building of Brand loyalty Reduced operating costs


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