Population Health and the
True Consumer
Generational Influence, Impact and CIO Involvement
For Population Health Strategy
Ed Ricks - VP Information Services & CIO at Beaufort Memorial Hospital
Toni Robak - Director at YourCareUniverse, a MEDHOST Company
Objectives
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Describe CIO role attributes for Population Health Management
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Review industry disrupters leading to today’s challenges with population health strategy and
engagement barriers
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Differentiate between the four generations and one primary trait of each generation
•
Recognize three generational influencers which have become key in the development of the
consumer perspective on value
•
Explain how generational bias may impact healthcare strategy
•
Illustrate how organizational strategy for engagement may be impacted by generational
influence by era, market impact by generation, and population data projections by 2020
•
Define the six components of the True Consumer Trait and how it applies to multi-generational
engagement
•
Communicate a 30,000 strategic view related to consumer demands and expectations to
facilitate their vision and their organization’s population health journey of the True Consumer
Beaufort Memorial Hospital
• 197-bed community hospital in Beaufort,
South Carolina
• MEDITECH v 6.07
• 2000 users, 200 physicians
• Twelve Physician Practices
• Ambulatory Surgery Center
• “Most Wired” 12 Consecutive Years
• 10,000+ IP Visits
• 60,000+ ED Visits
• 300,000+ OP Visits
CIO Role in Population Health
• Evolution of Healthcare/Industry Disruption
• What Population Health Means to Us
• Our Interoperability Platform
• The Evolution of a CIO
•
A Picture Story
• The CIO Role in Partnerships
• Final Takeaways
Industry Disruption
• Healthcare Reform
•
AKA Lower Reimbursement
•
Focus on Creating Efficiencies
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Shift from Volume Based to Value Based
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At Risk Populations
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ACO
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Other Defined Populations
Population Health Management
At Risk Populations
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Employees & Dependents
•
Penalty Readmits
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Unfunded Patients
Define
Population
Define Care
Plan
Manage
Exceptions
Interactive
Patient
Engagement
Interoperability Platform
• EHR
•
Best of Breed Apps…
•
Migrate to 6.1
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Add EDM, Surgical Services, Web Ambulatory
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Integration Engine Platform
•
MU Interoperability
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CCDA, Direct
•
HIE Platform
•
Patient Portal
•
Population Health Platform
The Evolution of a CIO:
A Picture Story
The Evolution of a CIO:
The Good Old Days
The Evolution of a CIO:
IOM Report – Reduce Errors
The Evolution of a CIO:
EHR & MU Years
The Evolution of a CIO:
Leading Culture Change
The Evolution of a CIO:
Senior Team Involvement
The Evolution of a CIO:
Healthcare Strategist
The Evolution of a CIO:
Super CIO of Influence
Leverage Influence
• Software Vendor Partnerships
• User Partners
•
•
•
•
Physicians
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Nursing & other Clinicians
Care Continuum Partners
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Physician Practices – Owned & Independent
•
Referring Hospitals
•
Nursing Homes, Home Health, Local Public Health
Community Partners
•
State Hospital Association, Local Public Health
•
Social – Churches, Gated Communities
Patient Engagement
•
Leads to True Population Health Management
Population Management
Considerations
• Aging population
• Competition and Consumer Choice
• Incentivizing care in lower cost settings
• Evolving technology transforming business in
quantum leaps
Generational Impact in Business
New Generational Norms
Population Shift
Shortcomings in Coordination
Generational Impact on Choice
• Healthcare leaders and organizations often fail to recognize
the impact of generational preferences and related
expectations on health choices, communication preferences
and value
Manage The Bubble
New Imperative
Shaping Perspective
Every generation's expectations are defined by common
experiences such as societal changes:
•
Global Community
•
Wars and Conflict
•
Economics
•
Cultural Awareness
•
Governmental Response
•
Technologic Advances
•
Workplace Norms
Generational Influencers
“Guide Me” Generation
• Typical age today – 80’s and 90’s
• Remembers government at their leader and “global”
protector
• This generation looks to the healthcare system to provide
specific direction and support
Greatest
Generation
Health Approach
• Authoritative Healthcare Doctrine – “We [system] know
best”
• Designed to establish provider authority and drive patient
compliance through direction and one way communication
which is consistent with the values of the generation it was
designed to serve
• This generation typically does not question healthcare
authority, i.e. physicians, nurses, social workers, etc…
Greatest
Generation
“Involve Me” Generation
• Typical age today – 60’s and 70’s
• The generation of workaholics, skepticism and distrust of the
government
• Boomers expect the healthcare system to be a two-way
street and are VERY VOCAL regarding decision making
Baby
Boomers
Health Approach
• Challenges Authority
•
Pushes back against “Authoritative” Healthcare
•
This is the generation of the HIE (to facilitate two-way
communication and shared decision-making.)
• Birth of the “Consumer” – they want a provider to engage in
a discussion of the treatment regimen or they will look for
other options or alternative providers
Baby
Boomers
“Educate Me” Generation
• Typical age today – 40’s and 50’s
• This generation is all about work life balance after
witnessing their parents incessant work life and family
discord and instability
• This group defined the latch key generation
Generation
X
A Brave New World
This generation grew up witnessing:
• The evolution of mobile information at their fingertips
• The evolution of mobile commerce
• The evolution of mobile and retail convenience
Generation
X
Health Approach
• Gen X looks to the internet and their healthcare
system to provide information regarding their family's
health and their own
• Gen X approach to health is about convenience,
access, mobility and information. Health expectations
are being addressed by innovations in healthcare
delivery like retail health and WebMD
Gen X Flashback
Generation
X
“Socialize Me” Generation
• Typical age today – 20’s and 30’s
• Asynchronous Communication “is the norm”
• This generation grew up expecting instant knowledge
gathering via Google searches, connecting and sharing all
aspects of their lives through online social media and
“winning” just for showing up
Millennial
• Also witness the disintegration of the nuclear family – AKA
Trust Issues
Health Approach
• The Millennials are all about the experience and the social
community
• This generation approaches health from a technology based
platform and relies upon social triggers and recognition
•
Immediate responses to questions (remember this generation
was brought up to “Google” to find answers to their questions)
•
Millennial
Blogs, Facebook, Twitter and even Pinterest guides generational
health choice
Millennial “Bionic Man”
Millennial
http://www.dailymail.co.uk/news/article-2455513/Bionic-man-created-completely-artificial-parts-shown-NY.html
Workforce & Strategy
Strategic Positioning
Workforce & Strategy
Technology & Social Strategy
Generational Needs & Strategy
•
Greatest Generation
•
•
•
•
This group values provider credentials and continuity…”lifetime doctor”
They value hospital affiliation and centrally located services
They desire home health care visits and in-home medication delivery
Baby Boomers
•
•
•
•
•
This group desires support, triggers and prompts to remain active
Ease of access
Care convenience to assist with their needs and their families needs to
maintain everyone’s schedule
Remote Monitoring Capabilities
Mental Health Services
Generational Needs & Strategy
•
Generation X
•
•
•
This group will shop for free or low-cost care and value price
transparency, i.e., posted prices up front
These patients also reward providers who guide the value conversation
and help weigh cost and convenience
This group desires support, triggers and prompts to remain active but
values education as the main driver
• Millennials
•
•
•
•
•
This group wants low or no cost appointments
Online scheduling
Virtual Visits (Gaming)
Simplified Pricing
Social Connection… FB “Check In”
Generational Impact & Strategy
• Think Like A “True” Consumer
•
•
•
•
•
•
•
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Credibility
Easy Access
Cost-Conscious
Market Presence
Digital Convenience
Personal Touchpoint
Education and Recognition
Social Impact - “Word of Mouth”
30,000ft Strategic View
Define
Population
Define Care
Plan
Manage
Exceptions
Interactive
Patient
Engagement
Today’s Strategy = Interactive Patient Engagement
•
Start with Community and Service Area Analytics
•
Generational Road Map of Services
•
Strategic Alignment of System Goals with Finance
•
Integration and Interoperability
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Digital Convenience and Ease of Access
•
Social and Market Presence