Patient/Physician Experience Maturity Model (PEMM) Overview

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Table of Contents

PEMM Approach

Consumerism Adoption Challenges

Consumerism Benefits

Conclusion

PEMM APPROACH

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Patient Experience Maturity Model

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Level 1. Transacting

Characteristics Event or Episode Driven (e.g. pneumonia) Communications segregated by Function Marketing via Mass Media Informational Web presence Retail Bricks and Mortar

Care Management Relationship Management Consumer Experience

Segmented Multiple Handoffs Referrals Authorizations

Reactive By Venue Non-clinical data not shared or captured

“They meet my immediate needs and are convenient.”

Business Impact Limited new business opportunities Lost share across lifetime expenditures Unable to leverage exposure to Consumerism

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Level 2. Aligning

Characteristics Information provided for education Consumer interactions grouped and managed Communities around conditions and lifestyles Focus on service excellence in key transactions Care coordinated across practices

Care Management Relationship Management

Care teams organized Reduced wait times and increased access Test results and medications are available on an online personal health record

Centralized Scheduling Non-clinical data captured and shared across venues Consumer portal

Business Impact Brand loyalty improving Reinforced current market share Positioned to expand offerings

Consumer Experience

“They are my reliable information source and offer online support communities.” “They provide me with basic self-service convenience.” “They enable me to track my personal health information electronically.”

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Level 3. Enabling

Characteristics Increased eCommerce capabilities Secure Messaging to care providers Online Retail Presence Portal Home Established

Care ManagementRelationship Management

Disease State Mgmt support Integrated EMR across care venues Integration with PHRs

PRM Center Online account mgmt Integration with EMR and PHR

Business Impact Expansion of retail capabilities Costs savings through electronic transactions Relationship expanded beyond ‘episodes’ Increased market competitiveness

Consumer Experience

“They are really easy for me to work with and have a one-stop shop to help me manage my healthcare.”

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Level 4. Expanding

Characteristics Data Driven Relevant patient data available enterprise-wide Patient needs anticipated - proactive High level of commerce-based integration

Care ManagementRelationship Management

Decision Support integrated with EMR, PHR and PRM Comprehensive Care Plan management program

Proactive management of consumer through predictive model events Family and relationship models

Business Impact Higher level of Brand Loyalty Increased revenue through commerce expansion Expanded service offerings to consumers interested in my health system

Consumer Experience

“They treat me as an individual and provide a comprehensive personal healthcare experience that I trust.”

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Level 5. Empowering

Characteristics Informative, commerce-based, collaborative community Interactions are personalized Ability to create local, evidence-based care delivery models

Care ManagementRelationship Management

Personalized messaging across venues Full cross-selling Empowered consumers of healthcare aligned with care givers

Business Impact Maximizing share of healthcare spend Ability to expand outside of current market share Strong Patient and Provider Loyalty

Consumer Experience

“They make me feel at home.” “I am an empowered consumer of healthcare services.”

Full support for Medical Home or Integrated Practice Units Home based device integration to EMR

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Supporting Technology

Consumerism Adoption Challenges

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Consumerism Adoption Challenges

What a Consumer WANTS vs. what a Consumer NEEDS

Access and transparency to a variety of healthcare specific information points (i.e. Quality, Cost, Choice)

Ability to customize the healthcare experience by selecting those items wanted/needed by understanding the options available

Ability to drive behavior (i.e. Outcomes) vs. volume and visits

Becoming the trusted source/source of truth of information around the care delivery process for a consumer

The ability to connect the whole delivery of care process from multiple sources and areas into a single consumer centric viewpoint

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Consumerism Adoption Challenges (Cont.)

According to a survey of hospital chief information officers, the most significant barriers to implementing IT in 2007 were the following:– Lack of financial support (20%)– Lack of staffing resources(16%)– Vendors’ inability to effectively deliver products (15%)

A significant gap exists between what services consumers expect and what they receive from their physicians. Nearly 80% of consumers are interested in gaining access through their doctor to an integrated medical record that combines information about all of their test results, doctor visits and hospital stays.

Three out of four consumers want physicians to provide online services to schedule appointments, exchange e-mail, get test results and access medical records.

Consumerism Benefits

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Benefits of Consumerism

Maximizing share of healthcare spend

Ability to expand outside of current market share

Strong Patient and Provider Loyalty

Higher level of Brand Loyalty

Increased revenue through commerce expansion

Expanded service offerings to consumers interested in my health system

Conclusion

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Benefits of Consumerism

Consumers are driving a change in the way they purchase/access healthcare services

Quality and Cost are becoming more a commodity issue versus the Nonclinical offerings

The Health System that is interested in empowering their patients will continue to retain these people

Consumers are increasingly being directed/selected to Health Systems that manage the whole continuum of care programs around disease state management

Health Systems that adopt consumerism elements will also drive incremental revenue and associated delivery cost savings

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Where do we go from here?

How are you responding to shifts in Consumer behavior?

Are you at risk of being ‘Commoditized’? How will you differentiate your organization

from the competition? Do you want to strengthen you patient

loyalty? How can you reposition your organization with

your target market? Are you looking to expand business

opportunities?

What is your Plan?

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Perficient Approach

Perficient has developed an approach to help Providers REDEFINE and EXPAND their Patient (Consumer) Physician relationships

PEMM Strategy – Patient/Physician Experience Maturity Model

– Creates a vision for Organization– Aligns business and technology– Measures progress– Focuses Organization

Stay out of the Weeds!