2. Kate McCarthy, Senior Analyst
WEBINAR Winning In Patient Engagement: Digital Engagement Starts With Patient Insight
Kate McCarthy, Senior Analyst
December 14, Call in at 12:55 p.m. Eastern time

4. Agenda The new healthcare economy
Digital engagement begins with “customer” insight.
Strategies for digital deployment that win in patient engagement

5. The healthcare industry is at a tipping point.
Rising costs, increased regulatory scrutiny, digital disruption, and age of the customer have given rise to the empowered patient.

6. “Populations” drive healthcare costs
Population Health Management (PHM) focuses on smaller populations to drive cost savings.
20% of the population accounts for 82% of total medical expense.
Source: Petersen-Kaiser Health System Tracker (

7. Success in the new healthcare economy requires customer insight and engagement
Source: Predictions 2017: Engaging The Empowered Patient Forrester report

8. Healthcare must respond to the five market imperatives
Transform the customer experience.
Patients are in the driver’s seat.
Drive business growth with privacy.
Secure IoT and consumer devices
Age of the customer
Accelerate your digital business.
Wearables are just the beginning.
Turn business insights into action.
Chronic disease management, patient engagement, and wellness
Embrace the mobile mind shift.
Patients are more connected.

9. Organizations struggle to find the tools to engage patients

10. EHRs fail to deliver interoperability
ROI difficult to achieve
Poor UX for clinical staff
Unable to integrate unstructured data
System of record being used to drive engagement
Source: Data Mastery Will Solve EHR Insight Gaps Forrester report

11. Consider cloud-based technologies to boost business agility
Source: 2016 Technology Imperatives For US Healthcare Providers Forrester report

12. Cloud can help bridge interoperability gap
Source: Data Mastery Will Solve EHR Insight Gaps Forrester report

13. Prepare and engage with new technologies like cognitive and IoT
Emerging tech
opportunities
Cloud-based
apps and services
Provider systems
of record
Source: 2016 Technology Imperatives For US Healthcare Providers Forrester report

14. To build a 360-degree view of the patient that derives insight
Source: 2016 Technology Imperatives For US Healthcare Providers Forrester report

15. Cognitive will drive insight and engagement

16. And health clouds with “CRM” offer a better UX for clinical staff

17. Customers are changing their behavior faster than firms can evolve their business model, processes, and technology.

18. Customers want the same digital engagement from healthcare as any other industry.

19. Healthcare organizations fail to meet consumer’s expectations
Source: Healthcare Must Embrace Digital To Win In Consumer Engagement Forrester report

20. Healthcare firms need to shift their focus from events to the patient life cycle
Providers focus on wellness throughout the patient journey.
Payers focus on building lasting customer relationships.

21. And connect their digital experience to the patient journey map
Recovery/new treatment
Change in
health status
Ongoing
maintenance/
rehab
Identify care
options
Prognosis/
treatment
Care selection
Source: Healthcare Must Embrace Digital To Win In Consumer Engagement Forrester report

22. . . . With a mobile-first approach to digital engagement

23. Some choose to qualify users first
Many have deployed mobile apps that qualify users prior to accessing their app ecosystem

24. Some link apps to their customer journeys
One Medical leverages location-based data and journey maps to get members and shoppers to the right place at the right time

25. And some engage customers in a shopping experience
Geisinger creates a shopping journey based on personal needs and preferences and budget

26. Create a checklist Engage patients with these key initiatives
Source: Healthcare Must Embrace Digital To Win In Consumer Engagement Forrester report

27. In closing… Healthcare organizations must focus on
Break down data silos and connect the ecosystem to solve interoperability and insight gaps.
Leverage cloud to shorten cycle times and speed deployment of new technologies.
Prioritize a mobile-first approach to digital engagement.
Create digital road map that is responsive to the personas and journeys customers (patients, employees, and members) have with your organization.
Evaluate your talent and recruit, promote, or embed culture change to embrace the skills and tools you need to successfully pivot with digital engagement.

28. Kate McCarthy