‘Costs & Transparency’ and ‘Consumer Experience’ are ranked in the two top spots on the 2020 HCEG Top 10 list of challenges, issues, and opportunities facing healthcare executives in 2020. These two areas of focus for health plans, health systems, and providers – risk-bearing or otherwise – are also frequently referenced on the various lists of ‘Healthcare Predictions & Trends for 2020.’
Rising Costs & Increasing Patient Responsibility for Payment Drive Focus
In a presentation at this week’s 2019 WEDI Winter Conference, Dan Mendelson Founder of Avalere shared some eye-opening facts and statistics that underscore why “Cost & Transparency” is ranked as the top issue facing HCEG member organizations.
84% of consumers believe drug prices are unreasonable
40% of Americans have saved enough to cover a $1,000 emergency
57% of employees are offered a high deductible plan
$13K Average employee health benefit cost
Affordability is #1 issue for Democrats (45%) & Republicans (30%)
Higher premiums, higher deductibles, increasing co-insurance, and surprise medical billing are four trends that really took off about a decade ago and show no signs of slowing down. See more presentations from the 2019 WEDI Winter Conference here.
Strategies to Improve Transparency and Lower Costs
This time of year all the experts, thought leaders and prognosticators are making their predictions about 2020 and beyond. And Cost, Transparency, and Consumer Experience are frequently referenced items on those lists. The following are some of the more detailed predictions, strategies, and tactics to address the growth of medical and pharmaceutical costs and improve transparency and access.
Simplify explanation of benefits communications and simplify terminology
Provide members and patients with data that is understandable and usable in a secure and private manner
Making data available for review by independent 3rd parties
Merge clinical, financial, and operational data with CRM insights to enable greater transparency and enhance customer experience
Deploy and support ‘Local Market Relationship Liaisons
Develop a culture of transparency to more openly share information on the following:
Medical and pharmaceutical pricing
Payments and incentives offered to physicians for prescribing drugs
Results of clinical trials
All of the above demands the convergence of digital health technology with human needs and wants in a trust-based, member/patient-centered model supporting and balancing person-to-person engagement.
Consumer Experience: Balancing Person-to-Person Engagement with Technology
Over the past five years, Consumer Experience has ranked in the #2 spot on HCEG’s Top 10 list four times. HCEG defines Consumer Experience as “Understanding, addressing and assuring that all consumer interactions and outcomes are easy, convenient, timely, streamlined, and cohesive so that health fits naturally into the ‘life flow’ of every individual’s, family’s and community’s daily activities.”
As with ‘Costs & Transparency,” many of the lists of predictions and trends for 2020 and beyond include Consumer Experience as a prominently ranked item. The following are some ideas, strategies, and tactics healthcare organizations may consider to improve the healthcare consumer experience:
Offer personalized mobile apps to leverage user-centric relevant notifications
Utilize blockchain technology to create a transparent and tamper-proof ledger of all member/patient transactions
Invest in member enrollment and patient recruitment programs
Service members and patients where they are outside the four walls of your office, hospital or practice
Chatbots for self-service and scaling member/patient interactions
Virtual reality providing an immersive experience for members and patients. A virtual tour of a health facility, demonstrating an example procedure and helping patients cope with pain are some examples
Offering a personal experience when it comes to healthcare is vital and today’s healthcare organizations must focus on utilizing digital health technologies to enhance and advance the experience of the healthcare consumer. Given the entry and disruption from non-traditional players like Amazon who’ve set the standard for consumer expectations, not doing so will surely result in extinction.
More on Costs, Transparency, and Healthcare Consumer Experience
Next week HCEG members and select sponsor partners will be presenting at the 2019 AHIP Consumer Experience & Digital Health Forum in Chicago. HCEG Executive Director Ferris Taylor and Ian Gordon, Former Sr VP & COO of Regence, will be presenting What Should Be Keeping Health Care Executives up at Night? They’ll share more ideas, strategies, and tactics healthcare organizations can use to improve the healthcare consumer experience. Learn more here.
HCEG member Sheri Johnson, AVP of Member Enrollment and Billing at UCare will present Creating Impactful Member Enrollment Correspondence on December 10th at 3:15 pm. Learn more here.
And Mark Nathan, CEO & Founder of HCEG sponsor partner Zipari, Inc. will present Revolutionizing Consumer Experience With a Single Platform Built for Health Insurance on December 10th at 4:10 pm. Learn more here.
Join senior healthcare leaders and line-of-business executives and leave Chicago with guidance for managing the implications that reducing costs, improving transparency, and enhancing consumer experience portends for your IT investment priorities and implementation strategies.
As America celebrates Thanksgiving, the HealthCare Executive Group (HCEG) is honored to have the support of our sponsor partners and acknowledge the contribution these leading healthcare companies have provided and continue to provide to our healthcare executive members, industry advisors, and associates throughout the year. Through the support of the companies highlighted below, HCEG is able to provide a comprehensive package of information, events, and networking opportunities throughout the year.
The HealthCare Executive Group offers our sincere thanks to these leading vendors of products and services that help improve health outcomes and lower costs.
HealthCare Executive Group – Gold Sponsors
Appian provides a low-code development platform that accelerates the creation of high-impact business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk management and compliance. For more information, visit www.appian.com.
For 30 years, eQHealth Solutions has been improving healthcare quality and reducing costs through innovative technology, population health management solutions and medical management services. Our expansive offerings include eQSuite®, a cloud-based, SaaS technology coupled with eQCare®, a community-based services portfolio. This combination of technology (high-tech) and community-based services (high-touch) covers all your population health management, care coordination, and utilization management needs.
Softheon delivers cloud-based solutions that create a retail-like, user-friendly experience and provide personalized communication and real-time support to boost member engagement. Cost effective, and configurable software that supports health plans and states with enrollment, member billing, and reporting for over 3.2M Americans.
Care management belongs at the center of healthcare, powering every element in its ecosystem. HELIOS is the first solution capable of seamlessly connecting all data points in the care continuum, and leveraging the workflows and analytics to make a significant impact. HELIOS provides the digital connective tissue between payers, providers, and members.
Built to Transform Interactions between Clinicians, Pharmacists, and Patients
The Surescripts Network Alliance unites virtually all electronic health records (EHR) vendors, pharmacy benefit managers (PBMs), pharmacies and clinicians, plus an increasing number of health plans, long-term and post-acute care organizations, specialty hubs and specialty pharmacy organizations.
Solera connects patients, payers, and physicians to a network of partners who are preventing and managing chronic disease.
Working with Solera, health plans and other payers securely and efficiently leverage a network of community-based and digital health solutions.
Solera helps employers identify and engage those in their workforce with the greatest opportunity for obesity-related chronic disease prevention.
The First and Only Consumer Experience Platform Built Specifically for Health Insurance
Zipari is the only consumer experience technology company to exclusively specialize in health insurance and offer native understanding of the industry, which means we instinctively understand our clients’ goals.
Change Healthcare consulting is a catalyst for your value-based healthcare system. Change Healthcare is a healthcare technology company that offers software, analytics, network solutions, and technology-enabled services to help create a stronger, more collaborative healthcare system. Change Healthcare helps deliver measurable value not only at the point of care, but also before, after, and in between care episodes.
InstaMed powers a better healthcare payments experience on one platform that connects consumers, providers, and payers for every healthcare payment transaction. InstaMed’s patented, private cloud-based technology securely transforms healthcare payments by driving electronic transactions, moving money and healthcare data seamlessly and improving consumer satisfaction.
Health insurers must act quickly to launch new offerings targeted at member populations in specific market segments. Whether a government program, commercial or individual product, or dental or TPA offering, HealthEdge works with transformative health plans to create and maintain a competitive advantage.
The HealthCare Executive Group (HCEG) was honored to co-host a special Executive Leadership Roundtable October 30th at the 2nd Annual HLTH “Create Health’s Future” Conference. HCEG partnered with the International Association of Innovation Professionals (IAOIP), the Center for Healthcare Innovation (CHI), the Workgroup for Electronic Data Interchange (WEDI) and Dr. Sunnie Giles for the Boardroom-style event. The title of the roundtable was Flying the Plane While Building the Plane: Do You Have What It Takes to Pilot the Transformation of Healthcare?
Over a period of 3 hours, Charles Stellar, CEO of WEDI, moderated a panel of innovation and healthcare thought leaders as each shared their respective insight
Special thanks to our sponsor partner Appian for hosting this Executive Leadership Roundtable!
Insight into Importance of Trust to Pilot the Transformation of Healthcare
Moderator Charles Stellar introduced each panelist and asked them to present their insight and ideas on healthcare innovation. These initial presentations were then followed by a Q & A period that consumed the majority of the three-hour-long roundtable event. Some of the highlights of this extended period of interaction between panelists and ELR participants are presented below.
View the entire video of the Executive Leadership Roundtable here. Thanks to HLTH for providing this recording.
Lynn Hanessian – Trust in Healthcare is Low and Declining
Lynn Hanessian began her introductory presentation by stating that “If I had a nickel for every time somebody said trust in the HLTH conference, I would be able to pay for my healthcare coverage for about a month.” Indeed trust was mentioned many, many times at the HLTH conference. As a healthcare leader with 19 years of experience focusing on the importance of trust to improve healthcare outcomes and lower costs, Lynn was eminently qualified to speak to the importance and impact of trust as a precursor to true innovation.
Lynn proceeded to present a few slides to let people know what the status of trust in health care systems around the world and emphasized that the story of trust in health care is very different here in the United States than it is anywhere else around the globe. Some highlights of Lynn’s opening comments include:
Compared to other industry sectors, those of us who work in and with health care companies don’t trust our industry any more than those folks that are outside the healthcare industry
In 2019, trust in hospitals and clinics in the US plummeted by an unprecedented 7% compared to data tracked over the last 5 years – during a time when every other sub-sector of the healthcare industry went up
Survey shows people blame hospitals and clinics the most for the cost of health care
People who define themselves as Democrats vs. Republicans have very different views on healthcare and underscore that a one-size-fits-all approach to addressing healthcare – such as Medicare For all – will simply not work.
Start by Championing Healthcare Trust, Innovation, and Change at Home
Additionally, Lynn urged healthcare leaders to start making a move to improve healthcare by telling their stories at home. If your employees don’t understand how that hospital bill got the way it was or how you set your drug prices or the solutions that you’re implementing or the new technologies that are going to change the patient experience, then they can’t be your champion and you haven’t done your job.
Dr. Sunnie Giles – Command and Control Leadership is Anathema to Innovation
Dr. Giles shared how businesses have the operating environment, leadership, basis of competition, and structure have evolved from Medieval-Feudal times through the Industrial Revolution to the modern-day Digital Revolution. Sunnie shared how the focus on maximizing operating efficiency that evolved during the Industrial Revolution brought initiatives such as Six Sigma, ERP, Balanced Scorecards and things like that.
Sunnie went on to share that, while a command and control leadership environment characterizing the Industry Revolution – and still very common in today’s business environment – focuses on producing success through operating efficiencies. She presented how that environment does not allow or support the different, varying opinions, human connections and emotional intelligence that are basic requirements that effect true innovation.
Everything is viewed as a resource including capital land, equipment, raw materials, and even people. Over the decades, legal departments have been trying to systematically remove any elements of emotion in the workplace. Emotions are messy, unpredictable and represent a legal liability. As a result, much of today’s business environment has become very sterile and devoid of human connection. Businesses have profit-maximizing and human connection minimizing machines.
Dr. Jason Woo, MD – Importance of Changing Mindset vs Behaviors
Dr. Woo shared his insight into how when healthcare leaders try to innovate and change things that their innovation initiatives tend to focus on changing behaviors but don’t often address mindsets and culture. Too much focus on changing the behavior results in behaviors such as get clinicians to order certain tests, adopt certain procedures, and change certain relationships. Leaders tend to bring in new training, new strategies, and new consultants to try to get people to behave differently. Innovation programs disrupt people by attempting to force behavior changes without addressing cultural aspects and changing people’s mindset.
By adding layers and layers of demands for behavior change, time and resources are wasted because people resist change when culture does not encourage and support mindset change. Dr. Woo encouraged participants to think about the people their innovation initiatives are disrupting and asked participants how many times they’ve folks gone through process improvement changes.
Nearly all hands from the 70+ participants in the rooms were raised.
When Planting the Seed of Innovation – Tend to the Soil: The People
Jason posited questions about innovation: What’s the right seed to plant to grow innovation? What’s the right technology? What’s the right tool than I need to use to fix this problem?
Dr. Woo shared that if we plant the right seed, we’ll get better outcomes. But the challenge is that while we may plant a seed that’s the best genetically modified seed ever and it may grow. It may produce something less than optimal if leaders don’t cultivate and attend to the soil it’s planted in and will probably not grow as well.
Leaders need to focus on the developing mindsets of the people impacted by the innovation seed planted.
Dr. DeLeys Brandman – Demonopolizing & Amplifying Best-Practice Care
Dr. Brandman shared an overview of Project ECHO® (Extension for Community Healthcare Outcomes) – a movement to demonopolize knowledge and amplify the capacity to provide best-practice care for underserved people all over the world. Originally developed to provide innovative treatment for hepatitis C, Project Echo is has expanded across diseases and specialties, across urban and rural locales, across different types of delivery services, and even across the globe.
At its core, Project Echo is about moving information rather than people. Implicit, explicit, and tacit knowledge is shared in actionable chunks rapidly to those best positioned to utilize the information. Essentially echoing an agile approach to knowledge transfer.
Open Discussion About Trust & Innovation – Questions & Collaboration with ELR Participants
One of the hallmarks of HCEG’s roundtable events is open and intimate interaction between panelists and participants. And the ELR at the 2019 HLTH Conference was no exception. The following are some of these questions and panelist responses. We’re providing an audio reply to these questions to minimize the length of this post.
Ensuring Trust with Patients is Key to Transformation of Healthcare
What are some of the more impressive means in each of your experiences for patient empowerment, and tools, and innovation?
Listen to the response from Dr. Brandman, MD here
One of the things that we’ve seen is the rise in maternal death rates within the United States. How do you see a change in culture and using innovation to help curb maternal death rates within the United States while also ensuring trust with your patients? – Alexa Cushman, Sr. Industry Marketing Manager at Appian
Listen to the response from Dr. Woo, MD here
Listen to the second response on this question from Lynn Hannesian here
Collaborating in a Many-to-Many Model
Can you give some examples of techniques that you’ve seen in changing the culture in the many-to-many model along the lines of authority and responsibilities? I see us falling short there partly as an industry as we collaborate amongst each other and we talk about innovation in collaboration together. Whose authoritative and/or who’s responsible for each of the variable components?
Listen to the response from Dr. Giles here
Connect with Each Other and The HealthCare Executive Group
All in all, the Executive Leadership Roundtable at HLTH was an informative and engaging event allowing participants ample opportunity to interact with panelists and each other on the challenges, issues, and opportunities for innovation in healthcare. Given that the roundtable was the afternoon of the last day of the 4-day HLTH forum, all participants and presenters considered it a great success!
HCEG appreciates the collaboration with Dr. Brandman, Dr. Woo, Dr. Giles, and Lynn Hanessian and extends a special thanks to Charles Stellar of WEDI for moderating the panel. And, again, we want to thank our sponsor partner Appian for helping make this event possible.
If you enjoyed the 2019 HLTH “Create Health’s Future” Conference and would like to participate in a greatly scaled-down yet equally valuable version of this gathering of healthcare leaders, consider being part of the HealthCare Executive Group’s 2020 Annual Forum taking place in Boston. MA on September 21– 23, 2020. Moreover, if you’re a healthcare executive who can benefit from entending your network and collaborating with your C-suite peers, consider becoming a HCEG member.
The 2nd Annual 2019 HLTH Conference – billed as the event to “Create Health’s Future” – took place in Las Vegas last week. In true Las Vegas fashion, the HLTH organizers created an event that was brighter, shinier, informative and certainly more entertaining than last year’s inaugural HLTH event. Unlike some conferences that lean toward specific sub-groups of attendees – like health plans, providers, and investors – the HLTH conference offers something for all of healthcare’s constituents. Over 6000 attendees, speakers, and others representing healthcare providers, payers, life sciences, investors, and government – converged on the MGM Grand hotel to share their insight, ideas, and opinions about creating healthcare’s future.
As is the case with most healthcare conferences nowadays, sessions at HLTH were organized into tracks whose content varied each day. Over the four-day long HLTH conference, a total of 19 different track themes were presented. Like last year’s HLTH event, organizers assigned all sessions in each track to the same room location; making it easy to navigate between tracks and sessions. Also similar to last year, there were a few crowded sessions and some rather sparsely populated sessions. An interesting addition to this year’s sessions was the closed captioning displayed on a large screen in front of the presenters.
Based on a review of the HLTH conference agenda and some of the early recaps shared by other attendees and media, a few common threads dominated the HLTH event:
Cost & Transparency Needed to Create Health’s Future
Given the unabated rise in costs, it was no surprise that greater financial transparency was a dominant theme in HLTH keynotes and sessions. Many of the sessions at the HLTH event addressed the importance of providing cost-effective services and products to three groups of people:
People with multiple chronic conditions – particularly diabetes, hypertension, hyperlipidemia, asthma, and depression.
Patients who drive a large percentage of total health care costs
Patients discharged from the inpatient setting
Social Determinants of Health – aka ‘Barriers to Health’
As has been quite popular over the past 5-6 years, quite a few speakers and panelists spoke of the need to extend health services beyond the walls of the treatment room and out into the local community.
Not surprisingly, Uber and Lyft – and a number of companies seeking to sit between these non-emergency medical transportation giants – had a significant presence in the sessions and the exhibit hall. Several sessions mentioned other non-medical services that Medicare Advantage and some other plans are offering members – like personal emergency response systems, home safety assessments and modifications, home environmental services like pest control and air conditioning.
Voice Technology Will Be Huge – Just Add Trust to Create Health’s Future
The ‘Voice First’ approach to improving customer and patient experience in the healthcare industry was shared by presenters in the Voice.HLTHtrack. And voice technology was observed as a key aspect of the product and service offerings from more than a handful of HLTH exhibitors.
It should be no surprise to anyone reading this that ‘Building Trust is Essential to Transforming the Healthcare System.’ This sentence was shared over and over and over again in many of the sessions. And the HealthCare Executive Group did its part in promoting this all-important quality that the healthcare industry needs more of.
In the “Unlocking Voice Tech’s Power” session on Tuesday, October 29th, Dr. Rasu Shrestha, MD, MBA of Atrium Health, shared the following in regard to consumer adoption of voice technology:
“Think about trust as perhaps the most valuable currency that exists in healthcare and trust is really difficult to build and to nurture and grow but it’s really easy to break” – Dr. Rasu Shrestha, MD
Read more about how ‘Building Trust is Essential to Transforming the Healthcare System’ in this recent HCEG post.
Non-Traditional Innovators & Return to Bricks and Mortar
It was clear from all the sessions and exhibitors that healthcare is witnessing an insurgence of non-medical providers and a resurgence of traditional, physical locations where health care is delivered:
Larry Merlo of CVS Health shared how CVS is opening up 1400 “Health Hubs” and that traditional and non-traditional ‘providers’ serving health plan members and healthcare patients need to ‘consider all the activities before and after a patient is in a physician’s office.’
Marcus Osborneof Walmartthen went on to echo Merlo’s point by sharing a virtual tour of Walmart’s new Health Center conceptwhere primary care services, diagnostic tests, mental health services, dental, optical, hearing, fitness, and other community health benefits are offered. And then a ‘health navigator’ walks the healthcare recipient through Walmart’s store where they can obtain many of the products they need.
In addition to the above, executives from Google, Facebook, Twitter, Microsoft, Oracle, Samsung, and Apple also shared their insights.
Thinking Outside the Hospital Room to Create Health’s Future
Similar to the return of bricks and mortar service care settings previously mentioned, many of the keynotes, conference sessions and products/services offered by exhibiting vendors at the HLTH conference addressed the growing movement to provide more healthcare in the home. Many of the vendors aspiring to enter this space between traditional hospital places of service and the patient’s home are focusing on coordinating services between established large companies and individual health plan members and patients.
In addition to a focus on coordinating non-medical services and addressing determinants of health impact outcomes and costs, the challenges, issues, and opportunities for providing home-based and telehealth services were the dominant themes.
More than a few HLTH sessionsspoke to the need for increased focus on collaborating, integrating, and developing products and services that put individuals – specifically females – and their health needs at the center of improved outcomes and lower costs. With women making the clear majority of healthcare’s buying and usage decisions, it’s no surprise that “gender parity’ was a general theme. Some ways that parity for women in healthcare was advanced at the event include:
One aspect of the HLTH conference that sets it apart from most all other healthcare conferences – at least those with multiple 1000’s of attendees – is the meals provided by HLTH. Serving a varied, hot meal to 5000+ people is no trivial matter and HLTH did a remarkable job in that regard. Some other interesting ‘accompaniments’ to the HLTH conference – apparently intended to create a relaxing and energizing atmosphere included:
Dark hallway illuminated with neon signage – to transition attendees from the shiny, glittery hotel-casino to the shiny, glittering HLTH venue
Mimosa’s in the registration line – to calm those early morning nerves and get attendees in the mood for networking
Musical jazz quartet at lunch – pleasant sounds from a quartet of young women
Patio Lounge – a great place to get fresh air and network with fellow attendees
Coffee, tea, and water all day long – to save time waiting in lines and keep the dry desert air at bay
The Bumbys– a very entertaining couple of people who silently and humorously judge your appearance
Docents to guide your way – ever-present individuals to help you find your way and answer your question
Executive Leadership Roundtable – HCEG, CHI, IAIOP and WEDI
Like last year, HCEG partnered with the Center for Healthcare Innovation (CHI), the International Association of Innovation Professionals (IAOIP), and the Workgroup Electronic Data Interchange (WEDI) to present a special three-hour-long roundtable event.
In an effort to Create Health’s Future, HCEG co-hosted a special HCEG Executive Leadership Roundtableat the HLTH conference. We partnered with the Center for Healthcare Innovation (CHI), International Association of Innovation Professionals (IAOIP), Workgroup for Electronic Data Interchange (WEDI) and special guests,Dr. Jason Woo, MD, MPH, FACOG, Dr. DeLeys Brandman, MD, andDr. Sunnie Giles to present a three-hour roundtable on the last day of the forum. See “Flying the Plane While Building a Plane: Do you have what it takes to pilot the transformation of healthcare?” for a recap of that special roundtable event.
This event, titled ‘Flying the Plane While Building the Plane: Do You Have What It Takes to Pilot the Transformation of Healthcare?’ offered the opportunity for session attendees to discuss the following:
How the digital revolution makes leadership, transformation and innovation more challenging, especially for healthcare organizations transitioning to a consumer-centric focus
Identifying hidden barriers that keeps leaders from creating a workplace culture that supports long-term success and leading-edge technologies
Personal success factors (expertise, knowledge, technical skills) that distort your ability to see problems clearly and truthfully
Approaches to adopting the values required for digital transformation while recognizing the value of legacy businesses
Ideas on addressing the public’s declining trust in US health care systems
Seventy people attended this session hosted by our sponsor partner Appian. For more info on this roundtable, see this post.
Other Recaps of the 2019 HLTH Conference
Over the past week, several other healthcare thought leaders and industry participants have shared their insight on the HLTH event.
Journalists Help Create Health’s Future – Power Press Party
Dennis Dailey, the publisher of mHealthTimes, held the 4th annual Power Press Party at the 2nd Annual HLTH Conference. The Power Press Party showcased the latest, brightest and very best of healthcare journalism from national healthcare reporters, influential trade journalists, industry publishers, editors, social media ambassadors, and analysts. And great food and drink were served to all!
More Insight and Ideas for Healthcare Executives to Create Health’s Future
HCEG invites healthcare leaders from across the nation to participate in the 10th Annual Industry Pulse research survey. Please consider sharing your insight, experiences, and opinion to help define the issues facing healthcare. Your insight will help to reveal how the industry is responding in today’s uncertain environment. Learn more about this survey and share your insight here.
Health plans and providers have historically been at odds with each other but are now starting to enter various types of formal and informal partnerships. Healthcare vendors who’ve fiercely protected their intellectual property and data for decades are just starting to open up their products and services via API’s and shared processes. And the individuals at the center of the healthcare industry – plan members and patients – have a growing multitude of digital health technologies from which to pick and choose from to improve their health at the lowest possible cost – and with the greatest protection for their privacy and security. All of these actions – essential to truly transforming the healthcare system – require building trust.
Building Trust is the First Step to Meaningful Outcomes
Trust, is defined by Merriam-Webster as: the assured reliance on the character, ability, strength, or truth of someone or something, was a common theme and topic of discussion at the 2019 HLTH Conference taking place in Las Vegas this week.
Importance of Trust in Unlocking Voice Tech’s Power
In “Unlocking Voice Tech’s Power,” a session held on Tuesday, October 29th, trust was identified as a key consideration to address the privacy, accuracy & relevancy of voice-enabled patient services and care delivery. Moderator Daniel Kraft, MD, Founder of Exponential Medicine and panelists Missy Krasner of Amazon, Rasu Shrestha, MD, MBA of Atrium Health, and Jennifer Schneider, M.D., M.S. of Livongo all shared comments about the importance of building trust with the patient to advance digital health adoption.
“Think about trust as perhaps the most valuable currency that exists in healthcare and trust is really difficult to build and to nurture and grow but it’s really easy to break”
“How do we make sure that we use technological capabilities like Amazon Alexa skill sets to build trust, to nurture trust, and to grow trust? And in doing so to really start a revolution”
“How do we up the trust element? How do we make sure that we’re able to contextualize some of the interactions to me the person when I might have several other members in my family also in that household that use the same Alexa device?
“How do I make sure that I’m able to get those right nudges to move my behavior towards where I need to start moving towards so that I can lead the best life possible?”
In addition to insight from other panelists on how to address the public’s declining trust in US health care system, Lynn Hanessian, Chief Strategist at Edelman and Board Member of the Center for Healthcare Innovation will present select findings from the 2019 Edelman Trust Barometer – a research study on the levels and impact of trust among today’s consumers.
The 10th Annual Industry Pulse research survey opens today!
And healthcare industry leaders are encouraged to share their take on the challenges, issues, and opportunities they’re facing in 2020 and beyond. Based on the 2020 HCEG Top 10 list and conducted jointly by the HealthCare Executive Group and Change Healthcare, the survey is intended to flesh out and explore what leaders of healthcare organizations may be facing in the immediate future. Everyone reading this post are encouraged to complete the survey and share it with their co-workers and associates. Just taking this survey will provide respondents with thought-provoking questions and offer ideas they may otherwise not be aware of.
2020 HCEG Top 10 as Basis for 10th Annual Industry Pulse Survey
This 10th annual instance of the Industry Pulse collects additional insight, experiences, and opinions on specific items of the 2020 HCEG Top 10 list developed in September 2019 at HCEG’s 31st Annual Forum. The questions, possible responses, and results of the Industry Pulse can provide valuable, relevant data-driven advice and end-to-end industry insights to help healthcare leaders navigate the complexities of our rapidly evolving healthcare system.
Share your Insight Today!
HCEG and Change Healthcare would like to invite healthcare leaders from across the nation to participate in this year’s Industry Pulse research survey and to compare and contrast their own perspectives against the 2020 HCEG Top 10.Please consider sharing your insight, experiences, and opinion as your perspective will help define the issues facing healthcare, and reveal how the industry is responding. Everyone who completes the 10th Annual Industry Pulse Survey will be among the first to receive survey results as well as exclusive access to future webinars, content, and events that will be delivered over the new year; expounding on survey results and providing additional insight and value to all healthcare constituents.
We’re in the middle of a crisis, not only as healthcare leaders transforming our healthcare system but also as Americans. The opioid substance use crisis in America is real and if it’s not already there, it’s coming to your neighborhood – or immediate and extended family soon. How can you help? What small thing might you do?
The First Step to Help Solve Substance Use Crisis
The first step in helping to solve this crisis is acknowledging that it’s not an affliction of the seedy underbelly of our society. Rather it’s a demon that knows nor respects any boundaries. Being afflicted by substance use challenges is rarely, if ever, a choice. It happens to people just like you and me who may have been prescribed opioids after surgery, or to address chronic pain or other ailments.
Nobody grows up with aspirations of becoming addicted to opioids!
Bringing People Together to Address Substance Use Crisis
Left: David Henderson (Thrivee) and Gregory Marotta (CleanSlate Centers, Inc)
The second step is doing something more than just admitting the problem. At HCEG, we bring people together to talk about the issues facing healthcare organizations and professionals. But more than just talking about the problems, we discuss and debate solutions, encourage participants to take action and strive to support those actions.
At our recent 31st annual forum in Boston, we heard firsthand from two industry leaders who are doing much more than talking about our substance use crisis. David Henderson, CEO of Thrivee and Gregory Marotta, President and CEO of CleanSlate Centers, Inc. shared the different but complementary approaches their companies are taking to help people with substance use problems. As the audience engaged in the conversation with our panel, we heard from real people about their personal experiences with substance use challenges and discussed how to breakdown the “not in my family or neighborhood” attitude.
Take a Small Step Today!
The panel was closed with a challenge to each forum participant to write down and share one action they personally or their organization could – and more importantly would – take to be part of the solution. The energy and conversation following our Substance Use panel were intense and the forum’s consensus was that it would be a crime for us to let it die.
Today, HCEG board members are challenging each and every person who reads this blog post to commit to one action to help address the substance use crisis in America and to share that commitment with us. Please share your commitment to making a difference via any of the following public or private channels. We’ll respect everyone’s privacy and not publish any names or personal information unless informed otherwise.
Our goal is to collect all of your commitments and track the progress and the difference that we as individuals – many almost certainly directly or indirectly impacted by the opioid crisis – are making. We’ll assemble, acknowledge and share those ideas via our upcoming in-person events and virtual channels. Little things do add up to BIG THINGS!
Alone we can make a dent…Together we can make a difference!
The 2019 Annual Forum of the HealthCare Executive Group (HCEG) took place on September 9th through the 11th at the Commonwealth Hotel in Boston, MA. In this 31st forum, healthcare leaders and other champions of healthcare system transformation had the opportunity to share their insight, ideas and information on key healthcare topics. Current investment trends, new business models needed to accommodate an increasingly consumer-focused marketplace, the imperative to decrease administrative costs, healthcare’s huge cost control problem, and other current challenges, issues, and opportunities of today’s uncertain healthcare environment were key themes.
Mabel Jong, principle at MJC Communications, LLC and professional on-camera interviewer, panel moderator and award-winning journalist with over two decades of experience specializing in healthcare and business news production interviewed a dozen healthcare leaders participating in HCEG’s Annual Forum. This blog post presents a number of these interviews.
Where Venture Capitalists are Focusing Their Healthcare Investments
Ricardo Johnson, Senior Director – Healthworx, at CareFirst BCBS – shares insight on healthcare innovation and the types of investments corporate venture capital groups and private equity firms are making in health plans and risk-bearing payer/provider partnerships. Ricardo provides an overview of what he sees as key areas of focus for investment and where more investment is needed.
Differentiating Business Models to Serve High-Risk, Poly-Chronic Patients
Ian Laird, National VP of Growth of DaVita Health Solutions, shares insight on value-based care, the unique needs of small patient populations that represent 40 to 50% of the total cost of care for a typical medical practice and the need for modern medical practices to accommodate differentiated business models.
Healthcare Innovation and the Importance of ‘Getting Out of Our Own Way’
Dr. Jason Woo, MD, Founder of Learning Core Leadership Through Service, shares insight on the various mindsets that help or hinder healthcare executives as they transform their organizations. Dr. Woo notes that positive growth in healthcare has lagged that of most other industries and that healthcare still has the same problems now as it did 30 years ago.
Taking Administrative Costs Out of the Healthcare Ecosystem
David Querusio, CTO of Harvard Pilgrim Health Care shares insight on how recent hospital and provider group mergers may be taking administrative costs out of the system, the importance of developing and providing a ‘platform’, and strategic innovations taking place in the healthcare value chain on both the payer and provider side.
Healthcare’s Huge Cost Control Problem
Niall Brennan of the Health Care Cost Institute (HCCI) conveyed insight into HCCI’s cutting-edge research to help people understand why healthcare spending is the way it is, the geographic variation in how healthcare money gets spent nationally, and how the ongoing consolidation of healthcare markets can result in less competition and less flexibility for negotiations between providers, payers and employer groups.
Extracting Waste in Healthcare: An Imperative for Today’s Healthcare Leaders
Bruce Jones, CIO of Excellus BCBS, shares his take on the need for healthcare leaders to look at every single process and figure out what the waste is in those processes and the need to take out that waste with new technologies like robotics process automation and artificial intelligence. Bruce also talks about the need for the healthcare industry to adopt more quality processes like Lean Six Sigma.
Remaining Focused in Disrupted Healthcare Environment
Mariya Filipova, VP Innovation at Anthem, relates how to remain focused while dealing with all of the changes rapidly transforming healthcare. And how creative collaborations between formerly competitive organizations are coming together to improve outcomes and reduce costs. Mariaya also shares insight on the process of managing patient consent and provider credentialing as examples.
Transportation as a Key Benefit for Medicaid & Medicare Beneficiaries
Megan Callahan, VP Healthcare at Lyft, shares her take on Lyft’s experience providing non-emergency medical transportation to Medicaid and Medicare beneficiaries; how NEMT saves time and improves outcomes but also increases independence and happiness of those who utilize this increasingly common non-medical benefit.
Impressions of HealthCare Executive Group’s 31st Annual Forum
Sheri Johnson, AVP of Member Enrollment & Billing at UCare, an independent, non-profit health plan providing coverage and services across Minnesota and western Wisconsin on the importance of always striving to ensure the best member and patient experience, leveraging readily available member/patient data, and being open to creating or entering partnerships with others whose mission is complimentary toward improving healthcare outcomes and lower costs while sustaining longevity.
The HealthCare Executive Group and Its Evolution Over the Years
Richard Lungen, Managing Member of Leverage Health and HCEG board member shares his take on what makes the HealthCare Executive Group and its long-running annual forum different than other healthcare conferences, how it’s participants have changed over the years to include not only health plans but health systems, various types of providers, investors and other diverse organization.
Healthcare Leaders Leverage the HealthCare Executive Group
In addition to our Annual Forum, the HealthCare Executive Group offers periodic Executive Leadership Roundtables, live presentations, webinars, regular blog posts, and other original and curated content to support the information and networking needs of today’s healthcare leaders. Our next events include the following:
Executive Leadership Roundtable at 2019 HLTH Forum
On September 9th through the 11th, healthcare executives and champions of transforming the healthcare system met in Boston, MA for the 31st Annual Forum of the HealthCare Executive Group. As has been the case for over a decade, forum participants discussed and defined the challenges, issues, and opportunities facing their organization. These items were then ranked by participants to create the 2020 HCEG Top 10 list as noted in this press release.
Preliminary Insight on the 2020 HCEG Top 10 List
In this post, we’ll share an overview of the items on the 2020 HCEG Top 10. Some insight on new entrants on the list, items rising or falling in perceived importance – or falling off the list. And information on what many forum participants feel are foundational or ‘table stakes’ items for today’s healthcare organizations.
New Entrants – And the Marriage of Previous Entrants
As Ferris Taylor, HCEG’s executive director shared with Jacqueline LaPointe of xtelligent Healthcare Media in this recent article on the 2020 HCEG Top 10: “The Top 10 list recognizes that we’re starting to merge or to recognize that some of these top ten priorities are actually very intertwined. They connect with each other.”
Accordingly, this year’s Item #3 “Delivery System Transformation” was discussed as a combination of last year’s Item #3 “Population Health Services” and Item #7 “External Disruption.” Participants felt that meaningful transformation will not just come from external entities but also through scalable partnerships that address both medical and non-medical services.
Similarly, Item #7 “Holistic Individual Health” was considered a subset of last year’s Item #2 “Total Consumer Heath.”
Previous Entries Rising or Falling in Importance
“Value-based Payments” – ranked #4 on last year’s list was replaced with Item #7 “Next Generation Payment Models” and dropped a few spots to #7. Participants felt that the label ‘value-based’ was too narrow and becoming an insufficiently defined, worn-out phrase.
Last year’s Item #9 “Opioid Management” did not explicitly rank on this year’s 2020 HCEG Top 10. While clearly a major issue and challenge for healthcare organizations, substance use disorders were considered to be addressed in Item #6 “Holistic Individual Health.”
Table-Stakes/Foundational Functionality on the 2020 HCEG Top 10 List
Participants in developing the 2020 HCEG Top 10 list felt that several items from previous years should really be considered as foundational to addressing all their challenges, issues, and opportunities. These include the following:
Data & Analytics – Previously Ranked #1 on the 2019 & 2018 HCEG Top 10 lists
As Ferris Taylor, HCEG’s executive director shared with Jacqueline LaPointe in the above-referenced article :
“We’re seeing a much larger focus on digital technologies and taking advantage of the analytics, data, and the technology that is out there. Those have changed quite dramatically in the last five years or so. Data is much more readily available and it’s broader than just administrative data. We now have clinical data, lab data, social, economic, and demographic data. The analytical tools also are much more sophisticated.”
Privacy & Security – Ranked as #10 in 2020 and 2019
This item received a lot of discussion with many participants feeling it should be ranked #1. Like “Data & Analytics,” the majority of participants felt that addressing privacy and security are table stakes for today’s healthcare organizations.
The 2020 HCEG Top 10 list drives the physical and digital events and content produced by HCEG throughout the year. This includes our Executive Leadership Roundtables, webinars, conference presentations, blog posts, and other content. Stay tuned to this blog and consider subscribing to our eNewsletter for more information on the challenges, issues, and opportunities facing today’s healthcare leaders and champions.
10th Annual Industry Pulse Research Survey
Perhaps the most noteworthy use of the HCEG Top 10 is that it serves as the basis for a research survey – The Industry Pulse – produced in conjunction with Change Healthcare – one of HCEG’s long-time sponsor partners. The results of the Industry Pulse can provide valuable, relevant data-driven advice and end-to-end industry insights. Healthcare leaders can use the list to identify opportunities to navigate our rapidly evolving healthcare system.
This research survey is currently being developed and will be available to industry champions next month. See last year’s Industry Pulse survey here and stay tuned for more.
Session at 2019 AHIP Consumer Experience & Digital Health Forum
HCEG members will be presenting a session at the upcoming AHIP Consumer Experience & Digital Health Forum in Chicago on December 10-11, 2019, at the Swissotel. The session titled “Top 10 Challenges, Issues, and Opportunities as Identified by Healthcare Executives” will expound on the 2020 HCEG Top 10 and provide the following audience takeaways:
Additional insight on what a group of health plan leaders considers to be their top challenges, issues, and opportunities for 2020 and beyond.
Understand how challenges facing health plan leaders have evolved over the last ten years.
An overview of some of the ways other health plan leaders are transforming and innovating their organizations.
An understanding of challenges, issues, and opportunities health plan leaders may be facing but are not aware of
Many healthcare organizations struggle with credentialing and onboarding healthcare providers quickly. Delays can have a negative ripple effect for patients and physicians alike. Increased wait times lead to canceled appointments, reduced clinician revenue, and customer dissatisfaction. Inaccuracies can result in denied claims and fines. Right now, healthcare organizations need tools for automating and standardizing provider onboarding processes —while minimizing risk to the revenue cycle and operations.
From application processing to new-hire paperwork and credentialing verification, streamlining these tasks, and using robotic process automation and AI to get there, is the future for streamlining provider onboarding processes.
So, unless your provider onboarding processes are effective and efficient, patients may not hear the most sought after phrase at the doctor’s office: “The doctor will see you now!”
The Doctor Can’t See You Now: New Ways to Speed Up and Improve Provider Onboarding Processes
Also in this webinar, Ryan VanDePutte from Bits In Glass and Kirsten Prucha from Luxoft will share best practices and their experience in the healthcare field, as well as how to improve operational effectiveness for other healthcare processes.
You’ll also hear first hand how webinar panelists have worked with healthcare organizations to improve their provider onboarding processes and how these processes helped improve patient and member outcomes. Discover how enhancing your provider onboarding processes can be a key step in the journey toward digitally transforming your enterprise using robotic process automation and AI.
Attendees will have an opportunity to ask questions and all webinar registrants will receive a recording of the webinar regardless as to whether they can attend or not. Learn more about the webinar and sign up here.
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