HCEG Webinar Series. Art & Science of Aligning People, Process, & Technology to Grow Your Healthcare Organization. The Golden Triangle. Operational efficiency. 2019 HCEG Top 10 list. HealthEdge. business transformation initiatives. Sal Gentile, Friday Health Plans.

The Art & Science of Aligning People, Process, & Technology to Grow Your Healthcare Organization

By | HealthEdge, HCEG Top 10, Webinar Series, Operational Efficiency | No Comments

People, process, and technology are at the core of every business. And how these three critical components are used to create and deliver a healthcare organization’s products and services ultimately result in company profitability and growth. Indeed, the critical challenges healthcare organizations are facing during these uncertain times involve humans, the processes they must follow, and the mix of entrenched, emerging – and as yet- often unknown technologies supporting an organizations mission and growth.

Transforming your healthcare organization requires an explicit focus on effectively aligning the Golden Triangle of People, Process, & Technology.

The Golden Triangle: People, Process, & Technology

HCEG Webinar Series. Art & Science of Aligning People, Process, & Technology to Grow Your Healthcare Organization. The Golden Triangle. Operational efficiency. 2019 HCEG Top 10 list. HealthEdge. business transformation initiatives. Sal Gentile, Friday Health Plans.

Delivering operational efficiency, a key aspect of transforming today’s healthcare organizations requires an approach that optimizes the relationships between people, process & technology; hence the Golden Triangle. Each part of the Golden Triangle is its own science. And each needs to be mastered to effect true transformation and business growth. Ignore the relationship between people, process, and technology at your own risk.

And know that the art, where real value and efficiency are found, is at the intersection of people, process & technology. Like a three-legged stool, each part of the Golden Triangle must be sufficiently developed and aligned as integral components of successful transformation initiatives. Too often, healthcare organizations give short shrift to the people point of the triangle.

RELATED: Operational Efficiency Ranked #7 on 2019 HCEG Top 10 List

Successful Transformation Initiatives: Keys to Success & Challenges

In a study by IBM titled “Making change work…while the work keeps changing,” 1400 participants identified the keys to successful change initiatives and the major challenges to change that organizations must consider as they plan and strategize their business transformation initiatives.

Keys to Successful Change Initiatives at Healthcare Organizations

People Factors

    • Employee Involvement
    • Honest and Timely Communication
    • Change Agents to Engage Other Employees
    • Change Supported by Culture
    • Efficient Training Programs
    • Monetary and Non-Monetary Incentives

Process Factors

    • Adjustment of Performance Measures
    • An Efficient Organizational Structure
    • Top Management Sponsorship

Challenges to Change Initiatives at Healthcare Organizations

People Factors

    • Changing Mindsets and Attitudes
    • Corporate Culture
    • Shortage of Resources
    • Lack of Commitment by higher management
    • Insufficient Change Know-How
    • Little to no Transparency

Technology Factors

    • Impact on Existing Process
    • User Experience
    • Flexibility and Interoperability of Technology Systems

See this article for more about the keys to successful change initiatives and the major challenges to change that organizations must consider as they transform their organization.

People are Key to Aligning People, Process, & Technology

Famed IBM founder Thomas J Watson shared the following on the importance of NOT ignoring the people component of organizational change initiatives.

“Teach your associates to teach themselves and in a way that you will strengthen the entire organization” – Thomas J Watson (1947)

Additional Insight & Ideas on Leveraging People, Process, & Technology

In today’s uncertain and rapidly changing healthcare environment, healthcare leaders are seeking to enter new geographies, start new lines of business, or even radically transform their traditional way of doing business. To position your healthcare organization for successful growth by optimizing the intersection of people, process, and technology, join us on July 25th for our Webinar Series event: Using People, Process & Technology to Grow Your Business.

Sal Gentile, CEO of Friday Health Plans and our sponsor partner HealthEdge will share how they leveraged the art and science of people, process and technology to successfully grow their respective healthcare organizations both from the ground up as well as within an established organization.Healthcare Innovation and Disruption, HealthCare Executive Group, HCEG, 16th Annual World Health Care Congress (WHCC), CIO & CTO Strategy Track, innovation, disruption. healthcare champions, Data Analytics, Pharmacy Costs and Transparency, Importance of Useable Technology, Cybersecurity, HCEG Top 10, Center for Healthcare Innovation (CHI), International Association of Innovation Professionals,

If you’re not sure whether you can attend this HCEG Webinar Series event, go ahead and register and we’ll send you the recording/recap.

If you have any questions about this blog post or want to learn more about the HealthCare Executive Group, please reach out to us at [email protected]. Also, consider following @HCExecGroup on Twitter and LinkedIn.

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, Sponsor, Tools, 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.