accenture use cases for mobile health transcript

7/29/2019 Accenture Use Cases for Mobile Health Transcript

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Use Cases for Mobile HealthVideo Transcript

Speaker:

Executive Director ofMobility Services, LisaMitnick

Managing Director ofConnected Health

Practice, Frances Dare

Jessica:Were very fortunate tohave with us today Lisa Mitnick and

Frances Dare. Lisa Mitnick is an

executive director in Accenture

Mobility, which is a strategic initiative

of the f irm. She is responsible forAccentures mobility practice across

health and public service in North

America. Lisa has more than 20

years of communications media and

information services and is afrequent speaker at industry

conferences on the topic of mobility

and healthcare. Prior to her current

role she led strategy and business

development functions forAccenture Mobility. Frances Dare is

a managing director in Accentures

connected health services practice.

With her clients, Frances creates

initiatives to transform organizationsthrough new organizational and

business models, process change

and advance technologies. She has

worked with a wide range of private

and public health systems, publichealth programs, advocacy

organizations and government

health agencies. Frances speaks

and publishes regularly on a variety

of connected health topics including

ways to more actively engagecustomers in strategies to connect

the continuum of care.

Frances: Thank you, Lisa. Let me

set up this section with a couple ofobservations and then well dive into

specif ic examples of mobility-

enabled services and programs that

are focused on specific customer

needs and also key businessobjectives. The overarching

thoughts would be as we go through

these examples, youll see that they

raise some really important

business strategy questions andgive some options to payers to

really think about. One of those is

really the choice around B-to-C wha

are you providing directly to

consumers and your beneficiaries,


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or B-to-B, when is it the rightdecision to enable your provider

networks through services that you

make available to them that they can

then deliver to their patients and to

consumers.

Another strategy question: How

many of the services, these types of

services, does your health plan wantto provide directly and at what pointof time or for what services does it

make more sense for your health

plan to be a service aggregator and

make things available from other

organizations, from partners andfrom affiliates and, as well, the whole

question of plan design or products,

which of these kinds of opportunities

best f it within your existing plan

design and which of these have the

opportunity to be stand-aloneproducts or stand-alone services

with a different kind of revenue-

generating model to them? So

hopefully, youll be thinking of someof those key questions as we go

through some of these examples.

And you see the slide that starts with

value-added services to consumersmore around those administrative

actions that Lisa was just

highlighting. In the top row here,enrollment mobile payment, mobile

web commerce tends to be some ofthe earlier things weve seen payers

put in place and as well I would say

theres some really neat

opportunities for those to drive the

next wave of innovation especiallyas we think about the individual

markets and especially as we think

about new enrollees that will come

through the insurance exchanges in

the next couple of years. What doesthat look like in terms of making that

shopping experience easy for the

health insurance exchange-targetedpopulation? Making enrollment

easily and thats where mobile

payment may become really

relevant, so while today 100 percent

of you said that youre not doingmobile payment that could be really

a value-added approach and a

competitive dif ferentiator f or that

individual market when people areneeding to make their ownpayments directly to your health

plan, and the mobile web commerce

to mention as well. Were easy to

get to your websites, download

forms, do interactions thatstreamline time saving makes you

really strong on customer service

dimension of your business.

Then if we look at the bottom row,

theres some additional ideas thatwe would say are more value-add,

so scheduling. Gosh, what if you

could actually schedule an

appointment with your caremanager at a convenient time or

even better for a broader part of

your beneficiary base, what if I can

actually schedule an appointment

with a customer servicerepresentative so that Im not dialing

in and waiting in the queue for

whomever happens to be availablenext and never knowing how long

thats going to take. A nice way todifferentiate.

Location-based services. If Im out

and about and I need to know the

closest retail pharmacy thats withinplan or I need to know the closest

urgent care center thats within plan.

If I can just quickly on my

Smartphone look that up and have

that available through my healthplan thats a terrif ic way to provide

additional value. And then

downloadable apps. There arethese amazing statistics we all hear

about; more than 3,000 applications

in the medical category of the Apple

store and 3,000 in the health

category. Its an awful lot of choice,its an awful lot of confusion for

confusion for consumers, so if a

plan can narrow those choices or

highlight for your benef iciaries whichones might be more relevant forthem, thats just an easier way to

help consumers cut through some of

that confusion on all of those very

many choices which can be a little

overwhelming.

So well move onto the next slide

and youll see that part of the reason

that we ask that question is its a

nice lead into some of the examples

that we have here. So the wholeidea of consumer self-management

and being compliant with care plans

is certainly something thats been

top-of-mind for all of us inhealthcare for a really long time and

proactive reminders really can play

a key role in that, but lets look at

some of these examples and see

what they can tell us about servicesthat can be provided.

Just the idea of health maintenance,those periodic reminders to do

things like my annual exams orget my mammogram or those sorts

of things that if we do them on a

regular basis bring down costs over

time for a health plan. Medication

compliance; reminding me to get myprescriptions ref illed so that I can

stay in the regular routine of taking

medications as I should or even

daily reminders, so that Im staying

compliant with my medication plan.Thats one of the biggest cost

drivers we see in healthcare is when


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patients dont take medications astheyve been prescribed and

something that as an industry wed

really like to tackle and see some

improvement around.

And those reminders you can see on

the top row right-hand side, those

reminders can come through lots of

devices and in lots of kinds ofcommunications. So it can bethrough a text alert, it can be through

an automated reminder from an app

that sits on your phone. Theres lots

of choices, but the idea that all of

these are more push, right, going outto consumers to help them stay

engaged.

If you look at the examples on the

bottom of this slide, the bottom row,

then you see options that are morepull. So I as a consumer, beneficiary,

at whatever point in time can take

advantage of these and it is things

like online education, mobile accessto disease-specific information,

online learning for any number of

topics that are relevant to me

personally at any given point in time

and, as well, weve seen some greatsuccess with things like online

support groups in sites like Patients

Like Me where we can bringtogether in the social media f olks

who can share, support each other,just keep things as best they can

and feel that support from peers and

others without having to have people

come together actually physically

into one location, and carecoordination tools; the kinds of

things that have been in place to

help care managers stay in touch

with their patients that theyre

managing, to track patient status, toget updates on things like vital signs

and lifestyle changes. All of those

can make a huge difference in termsof the costs of the patients that

were trying to manage and their

quality of life and their experience of

healthcare both through the plan as

well as their providers.

Lisa: And, Frances, we know that

generation Y is probably the most

active in terms of adoption ofSmartphones and using textmessaging as well as generation X

not far behind, but the baby

boomers, obviously all of us, that

probably have a heavier need for

healthcare at this point are alsopretty heavy users of Smartphones,

maybe not to the level of generation

Y or generation X, but they really

are continuing to increase and its a

great way to reach these diff erent

communities with these differentreminders that you talked about.

Frances: So not only are we trying

to manage our own health, butweve got aging parents where

were often involved in trying to track

things, stay on top of things, answer

questions for our parents, make

sure theyre getting to appointmentsand doing all those things, as well

as our kids, right? So if we think

about ways consumers can self -manage, this is a broader population

obviously than folks that are moreinvolved in care management and

care coordination programs. This is

pretty much everybody. Were time

pressured. Theres so much going

on, so much to keep track of andwere getting smarter and smarter

around issues of eating well, right?

The hidden downside to a lot of

prepackaged foods and eating in

restaurants which is one of theexamples we see on the top left

here. If you can just bar code, scan

a box or look at the cue code andfind out what the nutritional content

is, get some advice in coaching,

wouldnt that be a great thing when

youre doing your grocery shopping

or youre out with your kids andtheyre bugging you to get them

something and you can really make

a smart decision about it. Thats just

one example.

The next thing we could add to that

is the integrated health and wellness

application. So you made a key

point earlier, Lisa, about bringing

multiple features or servicestogether in one location and whether

thats access to information,

whether thats a daily activity

tracker, whether thats clinical

advice. Having those integrated

really is key. We can think of anexample, iTriage, comes to mind

where I can check symptoms, I can

get information about those

symptoms and what some of thecauses might be. I can even get

suggestions about which providers

would be good providers to seek out

based on what Im finding out about

myself and noteworthy to note thatAetna actually acquired the

company that created the iTriage

application because they saw theimportance of consumer

engagement and its key to wherethey want to take their relationships

with consumers, so that integration

of capabilities is a key point. We

dont want to imply because were

talking about some of theseindividually or that we have them in

diff erent tiles on the slides that

theyre always stand-alone.

Weve talked about learning andlearning management. I think, thats

something that people are taking


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more and more advantage of.On the bottom left, we see mobile

access to personal health records

and just a fascinating example f rom

last week here in Dallas where I live.

I heard about a medical practice andin this instance the specif ic example

is a Medicare benef iciary, but they

will not take new patients until those

patients have completed theirpersonal health record and thepractice can actually have that view

of the patient so that they can have

an integrated approach and Ive

heard of lots of programs to

encourage people to adopt PHRs,but thats the first time Ive heard of a

practice actually requiring that. A

pretty dramatic step forward, but

certainly one that will drive some

behavior change by consumers I

suspect.

And, Lisa, youve already mentioned

these proactive health campaigns

and Text for Baby is such a greatexample, but what a fabulous way to

reach to scale. We talk about really

needing to scale these mHealth

programs and this kind of proactive

text messaging program thatscustomized for, if Im pregnant, if I

want to stop smoking, if Im taking

medications, HIV/AIDS, compliancewith their medication regimen, who

weve seen text messagingcampaigns in other parts of the world

that are enormously successful in

those sorts of programs so its a

great way to think about making a

real diff erence on a wide scale f orthe beneficiaries that we serve.

Lisa: You know, Frances, one of the

things thats interesting, I think were

doing a better and better job amongthe payer and provider community in

terms of getting the word out there

on the value of mHealth in terms of

health outcomes, but one place

where we havent been as good andthis sort of came out of some

research we did a little while back is

we havent done a good job in

explaining the relationship between

sort of these mHealth programs andfolks pocketbooks that we here in

the United States have large out-of -

pocket expenses that weve got to

cover and to the extent that we cando a better job in educating folks onthe relationship between mHealth

and their pocketbook, I think will go

a long way to getting people

incented to participate in these

programs so we want healthyoutcomes, but we also want to talk

to the fact that its a tough economy

out there and any way you can save

money is something that people

would welcome.

FRANCES:Thats really a key

point, Lisa. Thank you f or reminding

us of that.

And its a nice lead-in as well. So

you see this next set of examples is

connecting consumers or

benef iciaries with clinicians and in

this case really interactions withhealth professionals so I mentioned

a few slides back the option

between B to C for health plans or Bto B and this is one of those times

where this can be a strategicdecision; what role do health plans

want to play in helping your

benef iciaries actually engage with

live encounters with their physicians

and other professionals that are partof their care team. Again, we see

some examples. eConsultation so

that I can have secure messaging

between my physician and myself

and get answers back, doesnt haveto be in real time so I do get that

guidance from my physician.

Health and wellness support and

training. We can think about liveoften video-based interactions with

nutritionists or my health coach and

so its a combination of ref erence

information, but that actual live

coaching and advice and ability toask questions that can really make a

big diff erence in the scene is really

value-add. And in terms of other live

clinical encounters, we can certainlythink about Ring A Doc or Tell ADoc those triage health calls that

are becoming more and more value

to us as were busy and after hours

we dont necessarily want to go to

the emergency room or urgent carecenter if we dont have to, and a

good number of years ago those

were call center-based nurse triage

kinds of services and those are

great and theyre still enormously

valuable, but now if I can do thatwith my Smartphone or my tablet

and actually have that live

conversation with a doctor to do that

triage, thats another great approachas well. And then the downloadable

apps, of course. Theyre of ten in the

mix for a lot of these examples.

One point I would make is there arelots of studies and lots of experience

that tell us that one contact person

patients most prefer for information,for advice, for consultation is their

doctor, hopefully a primary caredoctor and so the more all of us and

health plans included can do to

support those relationships, that's

where consumers turn most of ten

for this kind of advice and counsel.Thats what raises the question,

what compares data really to enable

those interactions and, of course,

you can be supported by helping

technology enable some of those,but I think even more importantly its

more on the plan design side and

reimbursement, right? What are

your decisions around what youll


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reimburse for? (Thats what I meantto say.) We had feedback, gosh,

probably a decade ago where Blue

Shield of California (excuse me) was

one of the first if not the first health

plan to reimburse physicians forsecure messaging, right? Those

email exchanges between patients

and their providers. Fast forward to

today, we know that plans arethinking about reimbursing for thingslike mobile access to electronic

medical records or reimbursement

for text-based consultations now and

so its early days now, HERE but in

the next three to five years we doexpect well see a number of health

plans make some pretty strategic

decisions about those sorts of policy

approaches.

And then, I guess, my key thing forthis one is it takes a village, right?

And more and more of health care

really is moving to the community so

out of hospitals, out of evenambulatory settings, but into

patients homes, into social settings

where theyre out in the community

and one of the things were

becoming more and more activelyinvolved with is the idea and the

actual services of patient navigators.

Often those are laypeople who aretrained to be in the community and

helping people overcome barriers tohealthcare so maybe its issues of

getting transportation to my medical

appointment, maybe its issues of

language or culture and not fully

understanding how Im supposed totake my medications so these

navigators can be in community

centers, they can be actually in

patients homes helping with some of

those barriers.

Its really vital though and that those

patient navigators are connected to

the rest of the care team. Oftenmany of those patients actually have

a care manager or a care

coordinator, so we need

communication to be sure to cross

those two professionals for sure andthen if somebody is in a care plan

because they have chronic diseases

and theyre part of mobility

monitoring their health status andchecking their vital signs orbiometric measures on a consistent

basis, that inf ormation needs to be

shared and all of it, if we look down

on the bottom left side, to unified

communications and alerts. Thatdata and that inf ormation needs to

be sent securely for sure to the right

people, some of it needs to be

prioritized or tagged in specific ways

and in particular physician offices

definitely need to have the rightnotif ications at the right time, right?

They dont want to be bombarded,

but they do want to know, especially

if there are patients in a medicalhome, whats going on with their

patients. So if we think about all

that, the common denominator

across all those test points often is

the health plan in terms of some sortof contact with each of those care

events and certainly paying for it or

collecting information about it andtaking on that role of information

channel and some of thetechnologies that can enable that,

health information exchange, for

sure starts to be something where

payers can really play a critical role.

Doctors especially value things that

save them time, help the f inancial

situation of their practices which

really are small businesses for the

vast majority of practice andespecially deliver the best care

because physicians are driven to

provide good quality care to their

patients and we see some examplesacross the top row here around the

time saving value proposition, real

time eligibility check-in. So being

able to do that f or mobile devices so

you can do that at any point of carein a quick and easy way and in post-

encounter submissions. Claim

submission, real time adjudication

status being available, ability totransmit claims and claimsattachments, thats where web

services can often come in and

have anybody in the physicians

practice do that without having to be

sitting in front of a computer to makethat easier, f aster and better.

Real time reimbursement status.

Just being able to manage cash f low

and knowing when claims have

been adjudicated, something thatthe physician or the off ice manager

may want to check in any given

point in time in any part of the day

when they may or may not actuallybe in the practice setting.

Bottom row, some obvious

examples as well. Point of care prior

authorization. So if Im a physicianthinking about making a referral and

needing to get that prior

authorization done quickly, thats ahuge benef it to me and its a huge

benef it to the patient Im trying tosupport and on the plan side, more

of this is automated and more of it is

self-service, so to speak, it reduces

your costs in terms of staff that are

doing wide conversations or sittingin call centers managing these in a

more human time-intensive way as

well. And then physician decision

support. So whether thats access to

your plans, other providers, so theydo know whos in plan or whether

its updates around public health

issues and information about those,

the plan that is positioned as a

source of information and easyaccess to that kind of information

will distinguish yourselves and again

I think be a competitive diff erentiator

as you try and build out and sustain

your provider networks.

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