maximizing everyone experience connectedmd overview

.

©2010-2016ViableSynergy,LLC.AllRightsReserved.Confiden@al.DonotcopyordistributedwithoutexpressedwriGenconsent

1

360Communica@ons:MaximizingEVERYONE'SExperienceatthe

PointofCare

HealthFurtherSummitAugust24,2016Nashville,TN

SunnieSouthernFounderandCEO,ViableSynergy

ViableSynergy.com@SunnieSouthern

[email protected]

SampleTweet:Nextupat#HealthFuther16@Ndesmarais&@SunnieSoutherndiscuss"MaximizingEveryone’sExperienceatthePointofCare"

.


HealthcareCommunica@onsGap...

2

SampleTweet:WouldlovetohearyourbestcommunicaKonexperiences&sharablechallengesw/@SunnieSouthern&include#HealthFuther16(nonamesplz)

.


ChangingHealthcareEnvironment:Pa@entsPerspec@ve

InsertBufferSlide

3

SampleTweet:InformaKvearKclefromtheSocietyforParKcipatoryMedicine(@SP4M)about“What#PaKentsWantfromHealthcare”.#HealthFurther16

.


WhatPa@entsWantfromHealthcare:It’sALLAbouttheDoctor….&Staff(JournalofPar@cipatoryMedicine)

0%

20%

40%

60%

80%

100%

4

%ofR

espo

nden

tsCi@ngThe

me

WenLS,TuckerS.Whatdopeoplewantfromtheirhealthcare?Aqualita@[email protected];7:e10.N=51

PrimaryThemesContribuKngtoExperience

.


5

Pa@ent

SearchEngine(Google,Bing,

Yahoo)

77%

SpecializedHealthInfo.Sites(WebMD)

13%

GeneralSite(Wikipedia)

2%

SocialMedia

1%

How&WhereWeStartOurSearchforHealthInforma@on(PewResearch)

ManyInfluencesonPa.entsDecisionsaboutHealthandCareSampleTweet:AccordingtoPewResearch(@Pewinternet)77%ofinternetusersusesearchenginestosearchforhealthinfo#HealthFurther16

PewResearch2013

.


Reputa.onMa;ers&MoreOpportuni.esThanEverforPa.ent’stoLearn&BeHeard

6

0%

20%

40%

60%

80%

100%

Insurance Loca@on YearsExperience

Family/FriendReco

TrustedGroup

PhysicianReferral

Ra@ngsonWebsites

JAMA.2014;311(7):734-735.doi:10.1001/jama.2013.283194.N=2,1375

ImportanceofFactorsinSelecKngaPhysician

%ofR

espo

nden

tsCi@ngFactora

s“Very”or“Somew

hat”Im

portant 4of7FactorsImpactedbyReputa@on

FactorsInfluencingHowPa@ent’sSelec@onofPrimaryCareDoctors(JAMA)

.


Pa@entsUseofOnlineReviewsofPhysicians(SoswareAdvice)

61%20%

19% Beforeselec@ngToevaluateAserselec@ng

7

So[wareAdvice2014

BeforeSelec.ng,toEvaluate,andAIerPhysicianSelec.on

SampleTweet:Tomany#physicianssurprise,39%of#paKentsusephysicianreviewsitesa[erselecKngadoc#HealthFurther16#ReputaKonMa^ers

.


ChangingHealthcareEnvironmentforPhysicians

8

SampleTweet:Whatarethebiggestchangesthatyouhaveseeninyourorsomeoneyouloveshealthcareexperienceinthelast3years?#HealthFurther16

.


ChallengesFacingPhysicians

49%physiciansreportprofitsdroppingduetochangesrelatedtotheACA

-$50Kless/year/prac@ce

9

>$57KnewICD10billingsoswareperprac@ce

>$48Kelectronichealthrecordsperprac@ce

MoreExpenses

59%physiciansclaimspendtoomuch@medoingpaperwork

MoreWork MakeLess

SampleTweet:Challengesfacing#physicianstodayincludeMoreExpenses,MoreWork,&LessMoney#HealthFurther16

.


10

Doctor

Engagement(Self-Tracking)

89%

Commitment(LongTermRela@onship)

76%Respect

61%

WhatPhysiciansWantfromPa@ents

ConsumerReports.Feb.2011N=660primary-carephysicians

SampleTweet:PrimaryCare#Physicianstold@ConsumerReportstheywantmoreengagement,long-termcommitment,&respectfrom#paKents#HealthFurther16

.


PhysiciansSayPa@entsCanDotoGettheMostofTheirRela@onshipw/TheirDoctor(ConsumerReports)

0%

20%

40%

60%

80%

100%

Pt.SelfTracking

LongtermRelaKonship

BeRespecdul

OnlineResearch

AdminBurden

NotFollowingRecos

ConsumerReports.Feb.2011N=660primary-carephysicians

FactorsImpacKngPhysician’sAbilitytoProvideCare

%ofP

hysic

iansCi@ngFactor

PosiKvelyImpactsCare NegaKvelyImpactsCare

.


Let’sAlign…

12

SampleTweet:IntegratedcommunicaKonscanalign#Physician,Staff,&#PaKents’needstoachievegreatexperiences#HealthFurther16#PeopleFirst

.


Alignmentisa2WayStreetWithsomanycompe@ngpressures,whatcanbedonetounderstandoneanother'sopportuni@esandchallenges...

Physicians&Pa@entsCan:1.  Listen2.  Understandandempathize3.  Shareand/orexplain4.  Confirmand/ornego@ate5.  Followthrough

13

.


HowtoGetThere…

14

HighlyEngagedGreatExperienceWellRespected

.


ConnectedMDTM

PhysicianReputa.onOp.miza.onPlaMormalllllOnsite,In-Person,Online

15

Learnmore:GetConnectedMD.comFollowus:@GetConnectedMD

SampleTweet:@Ndesmarais&@SunnieSouthernannouncePhysicianReputaKonOpKmizaKonPladorm.LearnmoreGetConnectedMD.com#HealthFurther16

.


PhysicianReputa@onOp@miza@onPlaxorm

Integratedprac@cesolu@onsthatmeetpeoplewheretheyare…•  Onsite•  InPerson•  Online

16SampleTweet:PracKcesoluKonsthatmeetpeoplewheretheyare–Onsite,In-Person,Online@GetConnectedMD#HealthFurther16#PeopleFirst

.


AlignmentinAc@on:360¢CommunicaKon

In-Person

Online

Assess

Measure

Improve

Onsite

Interact

Understand

MaximizeExperience

Op@mizeReputa@on

.


StarKng-up:StepbyStepStaffGuides

SampleTweet:Whatisyourgo-tosourcewhenselecKnganewhealthcareproviderforyouorsomeoneyoulove?#HealthFurther16#ReputaKonMa^ers

GeyngStartedisSimpleandQuick

.


CaptureA^enKon EncourageAdvocacy

Onsite:PrintableCommunica@onMaterials

SparkConversaKon

©2016ViableSynergy,LLC.&XceleratedLearningDynamics,Inc.AllRightsReserved.

Posters StaffSwag Pa@entTake-a-Ways

Use@meandspacewiselytoremindtoencourageengagementthroughoutthevisitandbeyond…

.


In-Person:Enhancestaff’sinterac@ontocommunica@ontoimproveexperience

Bestprac@ces,guides,&talkingpoints.

CoachingAcKviKes

VideovigneGesandsimula@onsproviderealworldscenarios

EducaKonSimulaKons&TrainingGuides


.


Online:Monitor&Op@mizeDigitalPresence

SearchEngineOpKmizaKon(SEO)

GetFound

Website/ThemaKcSplashPage

TellYOURStory

ReviewSites

ManagePercepKon

SocialMedia

InfluencetheConversaKon

Digitalsharablecontent,guidesandtools,&originalcontenthelpsyoutomaximizedigitalengagement

.


MeasurePerformance&ImplementInsights

BaselineAssessment

WeeklyMonitoring

MonthlyRepor@ng

QuarterlyInsights


Analy@cs&Insights

Assessingcurrentstate,understandingcustomerneeds,developingandevolvingyourstrategy,andimplemen@nginsightswillenableyoutoopKmizephysicianandpracKcereputaKon,maximizereturnoninvestment,&ensureyouremaincompeKKveintherapidlyevolvinghealthcarelandscape

.


PhysicianReputa@onOp@miza@onPlaxorm

In-Person

Online

Assess

Measure

Improve

Onsite

Interact

Understand

MaximizeExperience

Op@mizeReputa@on

.


24

SunnieSouthernFounderandCEO,ViableSynergy

ViableSynergy.com@SunnieSouthern

[email protected]

ThankYou!

SampleTweet:Bigthankstothe@HealthFurtherteam&@mindofandreproducerforagreatconference!#HealthFurther16