Leveraging Low-code Development Platforms to Increase Member Engagement. low-code tools, patient engagement, operational effectiveness, healthcare consumerism, customer centricity, Appian, healthcare executive group, HCEG

Using Low-Code Development Platforms to Boost Patient and Member Engagement

By | HCEG Top 10, Tools, Sponsor, Holistic Individual Health, Operational Efficiency | No Comments

Health plan members and health system patients have become more vocal in their demands for clarity and measurable value from their healthcare services. Members see ever-increasing costs and continued transfer of those costs from employers to their employees. New direct to consumer entrants are changing the interaction paradigm. All of these factors are driving healthcare payers toward new ways of engaging with their members and providers.

HIMSS President and CEO Hal Wolf states, “Consumer pressure is driving a disruptive technology-enabled shift in healthcare today.” Accordingly, healthcare organizations and the companies supporting them are looking for ways to deliver their promise of value. This requires a better understanding of individual consumer preferences, better care coordinating, and better delivery across a broad health ecosystem.

New Generations of Healthcare Consumers are Demanding New Healthcare Services & Delivery Channels

In addition, digital generations—Millennials and Gen Z —are increasingly unsatisfied with how they obtain their healthcare services. Recent Accenture research1 found that one-third of millennials and almost half of Gen Z say they don’t have a primary care physician—compared to just 16% of baby boomers.  Millennials are shifting the historical relationship between physician and patient to virtual, retail clinics and digital self-service.

Enabling Total Consumer Health and Improving Operational Effectiveness

The HealthCare Executive Group Top 10 list of challenges, issues, and opportunities facing healthcare leaders in 2019 and healthcare executive group, HCEG Top 10, Challenges, Issues, Opportunities facing healthcare leadership. Innovation and disruption. Data & Analytics, Total Consumer Health, Population Health Services, Value-based Payments, The Digital Healthcare Organization, Rising Pharmacy Costs, External Market Disruption, Operational Effectiveness, Opioid Management, Cybersecuritybeyond reflects the importance of engaging health plan members and health system patients. Total consumer health—defined as improving members’ overall medical, social, financial, and environmental well-being—was ranked second on HCEG’s 2019 Top 10 list. And operational effectiveness—implementing lean quality programs, process efficiency, robotics automation, revenue cycle management, real-time/near-time point of sales transactions, and beyond—was ranked eighth.

It’s clear that healthcare organizations must rapidly develop services and products that engage healthcare consumers and help their organizations stay one step ahead of these major shifts in healthcare consumer preferences.

Address Changing Needs with Low-Code Application Development Platforms

Leadership charged with delivering healthcare products and services must address the changing needs of healthcare consumers in an agile, cost-effective way. Forward-thinking healthcare organizations are using low-code development platforms to digitally transform their organizations and efficiently respond to patient engagement opportunities.

What is a Low-Code Development Platform?

A low-code development platform2 allows you to build enterprise software applications using graphical user interfaces, drag and drop assembly and configuration. With low-code tools, you don’t write the application in traditional software code—you draw it like a flow chart. This greatly accelerates application development by orders of magnitude for both professional programmers and non-technical “citizen developers.”

Low-Code Platforms Enable Innovation, Accelerate Delivery and Improve Agility

Low-code platforms can help build applications that consolidate data, automate key processes, and enable mobile innovation. Instead of changing business operations to match the way commercial off-the-shelf (COTS) software works, companies can use to align their software systems with their business needs.

Leveraging Low-code Development Platforms to Increase Member Engagement. low-code tools, patient engagement, operational effectiveness, healthcare consumerism, customer centricity, Appian, healthcare executive group, HCEG

Low-Code Platforms Offer a Range of Benefits

  • Usability beyond software developers, easing the burden on IT
  • Extended existing applications and data across new channels and devices
  • Reduced IT sprawl, minimizing maintenance and related expenses
  • Flexibility to build new solutions using technology already owned
  • A fast and simple way to create powerful software

Key Features of High-Quality Low-Code Tools

While considering how your healthcare organization might speed up its digital transformation initiatives, keep in mind the key features of high-quality low-code tools include:

  • A single interface that ties together disparate systems so you can work no matter where data is stored
  • Enhanced security through a HIPAA compliant cloud
  • An API to allow drag-and-drop design to build your app once, then easily deploy to any device
  • Easy automation across people, robots, and machines

Areas Where Low-Code Platforms Can Quickly Add Value

No single commercial-off-the-shelf (COTS) software system can address all the member- and patient-related engagement opportunities that healthcare organizations face—at least not without high expenses and potentially long wait times for vendors to add functionality to their product. In addition, many COTS systems don’t integrate with other COTS and the myriad custom-developed systems healthcare organizations typically have installed.

Low-code development platforms can address many member- and patient-related business and functional needs. Capabilities include:

  • Integrating clinical data from providers with financial data from payers
  • Maintaining accurate and complete provider directories
  • Aggregating data to better coordinate patient services
  • Creating member- and patient-facing apps for scheduling services and accessing financial and clinical records
  • Providing real-time support for admissions and discharges
  • Handling complaints, appeals, and grievances automation
  • Managing simple, automated utilization and prior authorizations to ensure members understand what’s covered under their plans
  • Understanding out-of-pocket costs prior to obtaining services to help increase member satisfaction

More About Leveraging Low-Code Development Platforms

There are a number of good resources and references on low-code development platforms:

The Best Low-Code Development Platforms for 2019

Low-code platforms: A cheat sheetLeveraging Low-code Development Platforms to Increase Member Engagement. low-code tools, patient engagement, operational effectiveness, healthcare consumerism, customer centricity, Appian, healthcare executive group, HCEG

What Really Is Low-Code/No-Code Development?

The Forrester Wave™: Low-Code Development Platforms

And some use cases and case studies on using low-code development tools to enhance member and patient engagement:

Member Services, Enrollment, & Relationship Management

Intelligent Contact Center for Healthcare Organizations

Member Engagement & Wellness for Healthcare Payers

Transform Member & Patient Engagement Using Low-Code Application Development Platforms

The future of healthcare depends upon the ability to quickly adapt and provide quality and convenience for providers, payers, and most importantly, health plan members and health system patients. It takes speed and power to deliver transformational healthcare solutions. Low-code application development platforms provide both – enabling organizations to build web and mobile apps faster, run them on a HIPAA-compliant cloud, and manage complex processes, end-to-end, without limitations.

For more information on how to address opportunities, challenges, and issues in today’s rapidly transforming healthcare environment, consider subscribing to our eNewsletter and checking out the products and services offered by our sponsor partners – including Appian, a leading provider of low-code application development platforms.

HCEG Top 10. 2018 AHIP Consumer Experience & Digital Health Forum. healthcare consumer experience and digital health. healthcare executives.

Healthcare Consumer Experience & The Digital Health Organization at the 2018 AHIP CDF

By | AHIP, Conferences, Executive Leadership Roundtable, HCEG Top 10, Holistic Individual Health | No Comments

Next week, the 2018 AHIP Consumer Experience & Digital Health Forum (AHIP CDF) takes place in Nashville, TN – the Healthcare Capital of the United States. The 2018 AHIP CDF offers attendees about 40 sessions and presentations on the theme of healthcare consumer experience and digital health. And this healthcare forum is of particular interest to HCEG members, sponsor partners and associated because Total Consumer Health and The Digital Healthcare Organization are ranked #2 and #5 respectively on the 2019 HCEG Top 10 list of challenges, issues, and opportunities facing healthcare executives. Moreover, these two items and their closely aligned variations have consistently ranked in the HCEG Top 10 for the last decade.

While it’s likely that most or all of the sessions and presentations at the AHIP CDF will be of value in one way or another, we’d like to share a short list of those that we’re looking forward to attending. And extend an invitation to all AHIP CDF attendees – and other healthcare industry participants in the Nashville area who may not be attending the AHIP CDF.

Healthcare Consumer Experience & Digital Health Sessions

Tuesday, December 11, 2018

TimeRoomSession Title
9:00 am101General Session:

The Hidden Cost of Healthcare System Complexity

1:55 pm105Finding Balance: Innovation. Technology. Engagement
2:50 pm102Stimulate Engagement and Long-term Loyalty through Innovative Benefit Design
3:45 pm103Empower Consumerism with an Informed Member Journey

This session is presented by our sponsor partner Change Healthcare

4:40 pm102An Insider’s View on Personalization

Wednesday, December 12, 2018

TimeRoomSession Title
9:00 am101General Session:

Innovation Spotlight: At the Intersection of Health Care and Innovation

1:30 pm103Creating a Customer-Focused Organization to Achieve Better Business Results
3:20 pm105The First Step to Reinventing Engagement: Recruitment

Thursday, December 13, 2018

TimeRoomSession Title
9:00 am105Building a Successful Customer Data Strategy
9:55 am103Behavioral Economic Nudges to Drive Diabetes Management Program Engagement
11:00 m101Closing Session:

The Power of Collaboration: How Non-Traditional and Traditional Players Are Transforming Health Care

 *Additional details on the above and other sessions and presentations can be found here.

But Wait! There’s More in Store Right After AHIP Adjourns!

Right after the Closing Session on Thursday the 13th, the HealthCare Executive Group is hosting an Executive Leadership Roundtable (ELR) starting at 1:00 pm in Room 102a at Music City Center.

Roundtable participants will enjoy the unique perspective of two distinguished panelists: Brian Lobley, President, Commercial and Consumer Markets at Independence Blue Cross and Stuart Hanson, Managing Director, Head of Healthcare Payments at JPMorgan Chase & Co.  HCEG’s Executive Director Ferris Taylor will moderate the roundtable.

Ferris will set the stage for Brian and Stuart to share their perspective on healthcare consumerism and digital health organizations, but our roundtable events are free-flowing with heavy attendee participation and the eventual direction of the roundtable event will be dictated by where attendee interaction takes us. Anyone who wants to share will have a chance to do that.

Healthcare Consumerism & Digital Health Organization Topics at the RoundtableHealthcare consumerism. The Digital Healthcare Organization. Member patient engagement. cost containment pressures, value-based programs, health entitlement reforms technological innovations. value-based relationships

And even better, a complimentary lunch is included. This is a great opportunity to recap and recharge after the AHIP CDF and network with others you may have missed during the previous few days. Attendees are free to depart on their own schedule.

This ELR is open to all AHIP CDF attendees and other local healthcare industry participants – whether registered for the AHIP CDF or not. For more information – and to be sure sufficient food and beverages are available, please RSVP here. Join us and extend the value of your attendance at the 2018 AHIP Consumer Experience & Digital Health Forum.Big Data/Analytics, Consumer Experience, Population Health Service Organizations,Payment Reform,Mobile/Digital Devices/Social,Administrative Expenses,Consumerism, Personal Health MonitoringRELATED: Leadership, Trust & Skills in Overcoming Obstacles to Radical Innovation in Healthcare

Become a Subscriber of our eNewsletter and Join 2500+ Other Healthcare Industry Participants

Whether you’re able to attend our Executive Leadership Roundtable at this years AHIP CDF or not, become a subscriber to our eNewsletter and receive information and opportunities of interest to healthcare executives and industry participants.

 

table HealthIT HIMSS NHITWeek

Total Consumer Health & The Digital Healthcare Organization in Nashville

By | AHIP, Annual Forum, Conferences, Executive Leadership Roundtable, HCEG Top 10, Holistic Individual Health | One Comment

The trend toward healthcare consumerism and digital health is driving what health plans, health systems, and healthcare providers are offering – or in the process of offering – their plan sponsors, the members those plan sponsors serve and the individuals participating in the U.S. healthcare market. Indeed, Total Consumer Health and The Digital Healthcare Organization are ranked #2 and #5 respectively by health insurance, health system and healthcare providers on the 2019 HCEG Top 10. Moreover, these two items and their closely aligned variations have ranked in the HCEG Top 10 for the last decade.

It’s obvious that healthcare consumerism and digitally-enabled organizations are front and center on the mind of healthcare leaders. Digitally transforming their organizations with a focus on facilitating consumerism is critical for all healthcare leaders.

Join Digital Healthcare Leaders & Forum Attendees in Nashville

HCEG’s Executive Leadership Roundtable events are held in intimate, informal and free-flowing settings where the exchange of facts, ideas, and questions are encouraged between roundtable panelists and participants. Our roundtables provide a safe space where participants can find common ground, obtain insight to solve problems and achieve results for those with different needs and views. The fact that our ELR’s are complimentary, free of vendor-speak and offer food and beverages are an additional benefit.Healthcare Executive Leadership Forum at Guidewell Innovation CenterParticipants at our roundtable event immediately following the closing of the 2018 AHIP Consumer Experience & Digital Health Forum (AHIP CDF) will enjoy the unique perspective and long-running insight of two distinguished panelists: Brian Lobley, President, Commercial and Consumer Markets at Independence Blue Cross and Stuart Hanson, Managing Director, Head of Healthcare Payments at JPMorgan Chase & Co.  And HCEG’s Executive Director Ferris Taylor will moderate the roundtable.

Brian LobleyStuart HansonFerris Taylor
healthcare consumerism. Digital health. Health plans, health systems, and healthcare providers. Total Consumer Health and The Digital Healthcare Organization. 2019 HCEG Top 10stuart hanson healthcare payments JP Morgan Chase HCEG Healthcare Executive grouphealthcare consumerism. Digital health. Health plans, health systems, and healthcare providers. Total Consumer Health and The Digital Healthcare Organization. 2019 HCEG Top 10
President, Commercial & Consumer Markets at Independence Blue CrossManaging Director, Healthcare Payments at JPMorgan Chase & CoHCEG Board Chair & COO/Consultant at Arches Health Plan

Healthcare Consumerism & Digital Healthcare

Brian Lobley and Stuart Hanson will share their insight and engage ELR participants on expanding the overall theme of the AHIP’s Consumer Experience & Digital Health Forum. Tentative topics that will be discussed include:

  1. Insight into how healthcare organization can enhance member/patient engagement
  2. How competition from new entrants, cost containment pressures associated with value-based programs, health/entitlement reforms, and technological innovations may impact ‘healthcare consumerism’
  3. Approaches for turning passive health plan members and health system patients into active healthcare consumers
  4. Catalysts for healthcare consumerism change: employer groups demanding better value and trend of health plan members and individuals directly engaging with plans and providers
  5. How value-based relationships demand that healthcare organizations engage with their members and patients

To be sure, HCEG roundtables are free-flowing interactions with heavy attendee participation and they often take a direction of their own. There’s a good chance that the above pre-planned topics may take a turn toward what participants share with Brian, Stuart, and Ferris.

Extend the Value of Your AHIP Consumer Experience & Digital Health Forum Attendance

Your attendance at healthcare conferences can be a non-trivial expense. By taking just a few extra hours of your time at the AHIP CDF, you may extend the value of your AHIP registration, travel and lodging investment.  And if you’re not attending the AHIP CDF in Nashville but have a few hours to join other healthcare executives, industry leaders and AHIP CDF participants in an intimate venue at our Executive Leadership Roundtable. your also welcome to attend our Executive Leadership Roundtable – complimentary also.Healthcare Executive Leadership Forum at Guidewell Innovation CenterIf you have any questions about this Executive Leadership Roundtable event at the AHIP Consumer Experience & Digital Health Forum in Nashville, please contact us.

Note: Our ELR will end at approximately 3:00 pm CT to allow participants plenty of time to get to the Nashville Airport to board late afternoon flights. 

Get a Discount off Registration to AHIP’s CDF

HCEG’s luncheon roundtable taking place on Thursday, December 13th, the last day of the AHIP CDF, is complimentary. If you’re interested in attending AHIP’s forum on December 10th through mid-day on the 13th, you can use code ‘HCEG’ to receive a discount off your AHIP CDF registration here.

RELATED: Total Consumer Health & The Digital Healthcare Organization in 2019

 

HCEG Top 10. Industry Pulse Survey. Challenges, issues, opportunities healthcare industry. Data & Analytics, Total Consumer Health, Population Health Services, Value-based Payments, The Digital Healthcare Organization, Rising Pharmacy Costs, External Market Disruption, Operational Effectiveness, Opioid Management

Total Consumer Health & The Digital Healthcare Organization in 2019

By | Conferences, Executive Leadership Roundtable, HCEG Top 10, Holistic Individual Health, Webinar Series, The Digital Healthcare Organization | One Comment

The trend toward Healthcare Consumerism & Digital Health products and services is driving what healthcare providers, health systems and health plans are offering – or are planning to offer – individuals participating in the U.S. healthcare market. Whether covered by employer-subsidized insurance, government programs like Medicaid or Medicare, the individual commercial market, any other type of coverage or even not covered and paying for your healthcare with cash, healthcare consumerism and leveraging digital health products and services to decrease costs and improve outcomes are two important movements that can’t be ignored.

‘Indeed, Total Consumer Health and The Digital Healthcare Organization are both ranked in the top five items on the 2019 HCEG Top 10 list of challenges, issues, and opportunities:hceg healthcare executive group digital health consumerism healthtech Healthcare Consumerism & Digital Health. Consumer Experience, Population Health Service Organizations, Administrative Expenses, Customer Experience, Personal Health Monitoring. Population Health/Analytics. Retail Health Care

#2: Total Consumer Health: Improving members’ overall medical, social, financial, and environmental well-being.

#5: The Digital Healthcare Organization: Health Savings Accounts, member and provider portals, member and patient health literacy, cost transparency, digital payment capabilities, CRM, wearables and other patient-generated data, health monitoring, and omnichannel information distribution and transaction access.

And a recent report by Mercom Capital Group on 2018 Q3 Digital Health (Healthcare IT) Funding and M&A Report indicates significant investment in products and services aimed at the healthcare consumer and the organizations that service and support healthcare consumers and patients.

“Healthcare Consumer-centric companies accounted for 60 percent of the funding in Q3 2018, raising $1.9 billion in 111 deals compared to $1.7 billion in 138 deals in Q2 2018”

The HCEG Top 10 Challenges, Issues & Opportunities Over the Years

Over the 10 year period in which the HCEG Top 10 list has been published, ‘Healthcare Consumerism’ or a closely aligned similar category has been ranked on the HCEG Top 10 list a  total of eight times. And ‘Digital Health’ has also ranked among the HCEG Top 10 challenges, issues and opportunities eight times. Only ‘Payment Reform’ and ‘Big Data & Analytics’ have been listed on the annual HCEG Top 10 list more frequently.

Healthcare Consumerism & Digital Health. Consumer Experience, Population Health Service Organizations, Administrative Expenses, Customer Experience, Personal Health Monitoring. Population Health/Analytics. Retail Health CareRELATED: The 2019 HCEG Top 10 List of Healthcare Challenges, Issues & Opportunities

Why Healthcare Consumerism & Digital Health?

It should be no surprise to most people that healthcare consumerism has long been a top challenge, issue, or opportunity for healthcare organizations of all types. The rise of several factors have been identified by industry experts and trade media as the primary reasons for the growth if consumerism in the healthcare industry:

  • High-Deductible Health Plans
  • Employers Shifting Costs from to Employees
  • Rapidly Increasing Healthcare Costs

And while traditionally a laggard in the adoption of digital technologies, healthcare organizations are not immune to the need to digitally transform themselves. Ignoring the need to adopt digital health technologies can only result in serious disruption, or even extinction, of healthcare organizations both large and small.

Comments on Healthcare Consumerism & Digital Health from HCEG Top 10 Survey Respondents

The executives and industry thought leaders participating in defining the 2019 HCEG Top 10 list at our recent 2018 Annual Forum in Minneapolis, MN included notes and commentary on the specific challenges, issues, and opportunities listed in the survey worksheet. The following are some of those comments related to healthcare consumerism and digital health:

“Data & Analytics (ranked #1) are table stakes to any consumer-focused products and services. And foundational to all Digital Health initiatives.”

“Population Health (ranked #3) could be considered ‘Total Consumer Health’”

Note: A number of participants expressed opinions that “Population Health” and “Total Consumer Health” could be considered the same thing. After some discussion, everyone agreed that Population Health should be considered as population-centric as opposed to person-centered.

“Social determinants of health have a huge impact on health outcome but as a health system we lack the ability to control/impact these barriers.”

“Connecting with our members on a frequent basis is very challenging. We struggle with identifying and delivering the right message at the right time.”

“Different departments have their own goals and objectives and these often create a disjointed member experience.”

“We must move from deploying largely unconnected tactical approaches to a more holistic, coordinated customer experience strategy.”

“It’s not always clear to us what matters to individual patients and how we can measure those things.”

How to Learn More About Healthcare Consumerism & Digital Health

The HCEG Top 10 list drives the content HCEG creates and delivers to its members and associates via blog posts like this, our Webinar Series Events and our Executive Leadership Forums. Accordingly, we’re pleased to share several complimentary opportunities to learn more about opportunities for healthcare organizations to meet the needs of increasingly educated and proactive healthcare consumers AND how specific digital health products and services are supporting the creation, delivery, and consumption of medical and non-medical services and products that improve health outcomes.

Webinar Series Event: The New Engaged Digital Consumer

What Digital Healthcare Organizations Must Do to Survive and Thrive

Healthcare Consumerism & Digital Health. Consumer Experience, Population Health Service Organizations, Administrative Expenses, Customer Experience, Personal Health Monitoring. Population Health/Analytics. Retail Health CareOn Thursday, November 15th, 2018 at 2:00 pm ET, our sponsor partner HealthEdge will present a webinar that provides information from recent market studies and specific examples illustrating how engaged digital consumers regard the services provided by health insurers.

Attendees will learn:

  1. The top organizational priorities health insurance executives are currently facing
  2. Key challenges and solutions that enable health insurers to address these organizational priorities
  3. The most important expectations that members have of their health insurer
  4. How trust levels between members and health insurance organizations are being addressed by new disruptive entities entering healthcareBig Data/Analytics, Consumer Experience, Population Health Service Organizations,Payment Reform,Mobile/Digital Devices/Social,Administrative Expenses,Consumerism, Personal Health Monitoring

If you can’t make it, go ahead and register and we’ll send you the recording and slides after the event!

AHIP-ELR: Total Consumer Health & The Digital Healthcare Organization

On Thursday, December 13th, 2018 at 1:00 pm CT/2:00 pm ET, we’re hosting a special Executive Leadership Roundtable immediately after the 2018 AHIP Consumer Experience & Digital Health Forum convenes at the Music City Center in Nashville, TN. Lunch will be provided at no charge and the following topics will be presented and discussed by several healthcare industry leaders:

  1. How competition from new entrants, cost containment pressures associated with value-based care programs, health/entitlement reforms, and technological innovations may impact ‘healthcare consumerism’
  2. Approaches for turning passive health plan members and health system patients into active healthcare consumers
  3. Catalysts for healthcare consumerism change: employer groups demanding better value and trend of health plan members and individuals directly engaging with plans and providers
  4. How value-based relationships demand that healthcare organizations engage with their members and patients
  5. Which tools and services healthcare organization can use to enhance member/patient engagement

HCEG Healthcare executive group elr healthcare consumerism digital health AHIP Consumer Experience Digital Health Forum

Our executive leadership roundtable event is complimentary but registration is required (so we can make sure everyone gets lunch).Healthcare Executive Leadership Forum at Guidewell Innovation Center

Also, you can receive a discount off registration to the 2018 AHIP Consumer Experience & Digital Health Forum by using “HCEG” when you register here.

Become an HCEG eNewsletter Subscriberhealthcare executive group hceg leadership management Healthcare Consumerism & Digital Health. Consumer Experience, Population Health Service Organizations, Administrative Expenses, Customer Experience, Personal Health Monitoring. Population Health/Analytics. Retail Health Care

If you’re not already on our list, consider joining 2500+ other healthcare executives, industry thought leaders and other participants by subscribing to our eNewsletter. You’ll receive ongoing information on strategic and tactical challenges, issues, and opportunities facing the United States healthcare industry.

More Insight on the 2019 HCEG Top 10 Items Coming Soon!

As 2018 winds down and 2019 takes off, the HealthCare Executive Group will continue to create, curate and promote content and events addressing each of the items on our 2019 HCEG Top 10 list. We’ll be presenting numerous webinars, hosting Executive Leadership Roundtables in conjunction with popular healthcare conference events, and – of course – holding our popular Annual Forum. The 31st HCEG Annual Forum will take place in Boston, MA in September 2019. Stay tuned for more information!

Consider joining our unique organization of healthcare executives and thought leaders today. See this page for more information and/or reach out to us here.

RELATED: HealthCare Executive Group Promotes National HealthIT Week All Year Long

Health System & Health Plan Innovation, Change & Growth During Uncertain Times – Part 1

By | AHIP, Payers, Quality Measures, Healthcare Policy, Holistic Individual Health | No Comments

Healthcare-innovation-change-growth-executives-HCEG

Last week’s Health Information Technology Social Media (#HITsm) tweetchat was co-hosted by the Healthcare Executive Group, GuideWell and GuideWell Connect from the 2017 AHIP Institute & Exhibition in Austin, TX.

The theme of the chat was “Health System & Health Plan Innovation, Change & Growth During Uncertain Times” and following six topics were discussed:

T1: What specific ‘areas of opportunity’ must health plans/systems address to improve health outcomes, lower costs & improve equity?
T2: What must health systems & health plans focus on over next 8 to 18 months regardless of health reform outcome?
T3: Who’s most likely to disrupt healthcare: insiders or outsiders? And what barriers do each face – right now or in near future?
T4: What technologies will do the most to move healthcare supply-side toward improving outcomes, lowering costs & enhancing equity?
T5: Incentives drive innovation. How can they be aligned to meaningfully support innovation that improves outcomes & lowers costs?
Bonus: What are examples of innovative healthcare programs, processes, people and organizations – U.S.-based or elsewhere?

Thanks to Hosts & Participants!

Special thanks to John Lynn (@TechGuy) of Healthcare Scene, our co-hosts @_GWConnect and @_GuideWell and all the 70+ who participated in the chat.  A complete transcript of the chat can be found here.

Insight, Ideas and Opinions on Topic #1

This post shares insight, ideas and opinions shared by #HITsm chat participants on Topic #1. We’ll share more on the other topics in future blog posts.

Precision Medicine – aka. Personalized Medicine

  1. Precision medicine (aka ‘personalized medicine) was a hot topic at this week’s #AHIPInstitute in Austin.
  2. Patients with complex needs require a custom approach. Personalized medicine promises to improve outcomes at lower cost.
  3. Be excited when we get to the point where #AI effective for health plans. We’re still collectively digging for gold in claims data.
  4. Implementing positive changes in the healthcare industry that give clinicians the opportunity to view #PatientCare in a new light
  5. We definitely need this for #UX — the difference b/t changing your bank profile and your payer profile is enormous

Patients, Consumers & Health Plan Members

  1. It wasn’t that long ago that HC plan leaders were saying “HC plan members aren’t consumers,” LOL
  2. Addressing the healthcare needs of the #aging population of the country will need to take a seat in the front row
  3. Taking advantage of the data we are given to visualize the patient condition and identify at-risk patients earlier
  4. Getting members engaged and empowered in understanding, maintaining, and improving their own health journey
  5. Consumerism has been making inroads into healthcare, patients are acting like consumers about their healthcare options
  6. Until patients “get it” health outcomes can only improve so much

Importance of Basic Health Education, Literacy & Preventive Care

  1. Improving basic health education & literacy through active & coordinated outreach to members & patients is a big opportunity
  2. Improving education & literacy can be as simple as adopting universal languages so plan members aren’t constantly confused
  3. More focus to prevention & wellness. Reach patients before they get ill or have a major medical event.
  4. We need to focus more on prevention – spending too much on too few people – and often late in life.

Customer Relationship Management

  1. Customer service is an area of opportunity, healthcare needs to accept the change and adapt accordingly
  2. Before the healthcare industry dives into AI – they should incorporate basic CRM functions into #EHR systems. Huge communication disconnect!
  3. Addressing the need for clinical decision support and getting the right information available at the right time

Data is Critical to Healthcare

  1. Challenge w/ personalized medicine starts w/ lack of ability to accurately identify correct patient some crazy % of time…
  2. And, of course, standardizing data (#interoperability) to encourage cooperation between all #healthcare entities
  3. Systems that can use unstructured data to inform decisions. AI and machine learning?
  4. Real-time data sharing, especially clinical data, with providers and especially patients
  5. Absolutely! RTI approach needs to be incorporated from data driven perspective
  6. Systems need 2 embrace outcome-driven & SDOH/BDOH-driven ops to lower costs & affect outcomes. Walk the walk; we’ve heard the talk

The Importance of Home & Social Determinants of Health

  1. Health data taken from the home of the patient using this technology can be shown to doctors for perhaps better, tailored care
  2. Another area to take advantage of is using technology to bring healthcare to the home of patients.
  3. It is the space between heart beats where we live – IE not an “area” but care coordination between areas and with patients

Quality Measures & Measuring Outcomes

  1. How about better assessment & collection of what matters to members/patients? Instead of fancy analytics from quants?
  2. How do we measure feelings and happiness? Or are outcomes more quantifiable?
  3. System wide outcome driven treatment and outcome measures to tailor individual client centered care. Educate for prevention
  4. Analytics allows for effective clinical assessments by providing better patient outcomes
  5. We’re trying to do this now, in way, with HCAHPS/CAHPS, right? Don’t believe currently effective, but CAN be quantified.
  6. Do you see a worthwhile set of quality measures worth aligning to?
  7. Great idea: patient-centric measures. What outcomes do patients/members want to achieve, and what data do we need to drive them?
  8. We do this in OT for quality of life/ perceived ‘happiness’ with what is most valuable. All valid reliable and evidence based measure

Look for More on the Other Topics in Following Posts

Check back for more insight, ideas and opinions from the #HITsm chat. Thanks again to John Lynn and our co-hosts @_GWConnect and @_GuideWell and all those who participated in the chat.  A complete transcript of the chat can be found here. You can also follow @HCExecGroup to learn more about opportunities, challenges, and issues impacting healthcare plans, health systems and payers.