disrupting health care from the inside: lessons from...
TRANSCRIPT
6/12/2017
1
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Disrupting Health Care from the Inside: Lessons from Amazon
June 9, 2017
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Providence St. Joseph Health Digital
• Applying Amazon Thinking to Health Care• PSJH Digital Organization, Prioritization &
Governance• Digital/Consumer Strategy• Providence Ventures
6/12/2017
2
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
#1 Focus on Innovation that Will “Move the Needle” at Scale
$19T $12T $4.3T $3.5T $3.2T $3.0T
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Distributors BookstoresPublishers ReadersAuthors
E-commerce(1997)
Kindle(2007)
Self-publishing(2005)
#2 Innovate at the Ends of an Industry Value Chain: Creators and Consumers
6/12/2017
3
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Clinicians & Caregivers
Health Systems
Insurance Companies
Employers Patients
If we don’t disrupt our own business, somebody will…
#2 Innovate at the Ends of an Industry Value Chain: Creators and Consumers
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
#3 Focus On Things That Matter to Customers and Won’t Change
Lower Prices
Broader Choice
Convenience Patient/Clinician Experience
Lower Costs
Better Outcomes
6/12/2017
4
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
#4 Focus on 5 P’s of Innovation
Purpose: Growth as a Visionary Agenda
People: Hire and Develop the Best
Process: Experiment, Scale, Repeat
Product: Built to Evolve (Quickly)
Platform: Open to Others to Build Upon
From: The Operating Model That Is Eating The World; Aaron Dignan
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
#5 Be a “Day 1” Company
1. True Customer Obsession• Experiment to Delight Customers• Fail Fast, Cheap and Learn
2. Resist Proxies to Understanding Customers• Following Process Blindly vs. Doing What’s Best for Customers• Market Research
3. Embrace External Trends• Ex. Machine Learning/AI
4. High-Velocity Decision Making• One-Way Door or Reversible?• 70% of Information• Disagree and Commit• Escalate
From: Amazon 2016 Shareholder’s Letter
6/12/2017
5
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
829CLINICS
23kPHYSICIANS
1.9mCOVERED LIVES
90NON-ACUTESERVICES
HIGH SCHOOL, NURSING SCHOOLS AND UNIVERSITY
50 HOSPITALS
106kCAREGIVERS
14SUPPORTIVE HOUSING FACILITIES
Providence St. Joseph Health
PSJH Digital:Discover Important Digital Innovations,
Demonstrate They Work, and Bring them to Scale
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Healthcare People
Technology People
Primary Care
Neurology
Genetics
Medical Devices
Pop Health
Informatics
People: Technology + Health Care
6/12/2017
6
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
PSJH Digital: 4 Teams
Digital Innovation
Consumer Innovation
Providence Ventures
Online Marketing
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
How We Build Products
ScaleMVP
Technology Cascade MVP Iteration Scale
6/12/2017
7
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
10X Better Online Experience
Personalized Consumer Health
Benefit
• Lower Cost Digital Access
• Effective Population Health
• New Revenue Streams
• Protection from Disruption
• Leverage Clinician Time
PSJH Digital Strategy
Entice
Engage
Scale
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
10X Better Digital Experience: Make It Familiar
Swedish App OpenTable
6/12/2017
8
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
10X Better Digital Experience: Make It Familiar
Express Care Virtual FaceTime
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
10X Better Digital Experience: Make It Familiar
Express Care At Home Uber
6/12/2017
9
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
O PH&S Clinic+ PH&S Hospital Express Care Freestanding Site* Walgreens Site Opportunity Walgreens Planned Site
Express Care @ Home Fill in Gaps
Express Care Virtual State of WA
Clinic Catchment = ~5 MI
Make Care Available Everywhere
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Patient Centered Medical Home
The Convenient Patient Centered Medical Home
6/12/2017
10
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17
Express Care CPA through SEM
(Cost-per-Acquisition)
Effective Digital Marketing is a Requirement
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
10X Better Online Experience
Personalized Consumer Health
Benefit
• Lower Cost Digital Access
• Effective Population Health
• New Revenue Streams
• Protection from Disruption
• Leverage Clinician Time
PSJH Digital Strategy
Entice
Engage
Scale
6/12/2017
11
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
• Health information personalized for your family.
• Easy access to us when and where you need it.
• Trusted resources to help raise your family.
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
% of newborns retained - Providence
58%
43%
46%
57%
60%
47%
29%
40%
27%
27%
Hospital 5
Hospital 4
Hospital 3*
Hospital 2
Hospital 1
Additional ROI drivers: • New specialty patients• Reduced patient acquisition cost• Improved maternal outcomes
(research currently underway)
*Family practice clinics near hospital 3 are at capacity; data from 4/19/17
6/12/2017
12
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
1
4
2
3
HYPERSPACE INTEGRATED
Prescribe digital care from existing workflow
O R D E R
M O N I T O
R
IT / IS EFFICIENCY
Onboard & launch new solutions in days vs months
D I G I T A L C A R E
MEASURE WHAT MAT T ERS
Maximize quality metrics and MACRA/MIPS revenue
W HAT’S W ORKING…
Determine best match of health solutions for patients
C O N F I D E N T I A L
Consumer EngagementXealth: Prescribing Digital Care
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
10X Better Online Experience
Personalized Consumer Health
Benefit
• Lower Cost Digital Access
• Effective Population Health
• New Revenue Streams
• Protection from Disruption
• Leverage Clinician Time
PSJH Digital Strategy
Entice
Engage
Scale
6/12/2017
13
Confidential: The material contained herein is the sole property of Providence St. Joseph Health
Q&A
Email: [email protected]
Twitter: @aaronmartinfc
Linkedin: linkedin.com/in/aaronmartinfc
Blog: www.providenceventures.org/blog