1. Patients as Consumers Customers of Healthcare

2. What’s happening to healthcare …
What is moving us along this paradigm…

3. 2017 Trends New…now fear of regulatory changes Retail clinics
ACA…and all its confusion and impacts
Narrow networks
Data and actually using it
Extenders… Opportunity or Threat
Practice Acquisitions
How to prove quality
Cyber security
Telemedicine
Private Equity entering healthcare space

4. Other Trends in Healthcare (just a few)
Network development (IPA, group practice without walls, supergroups)
“Real” competition
Consumerism
Bundled Payments
Downward pressure on reimbursement
Commoditization of healthcare

5. Knowledge is power….only if you use it

6. Let’s tackle a few….first up

7. MACRA and Value-Based Care
CMS modifications and shift to value based care
MIPS and APM
Bundled Payment Arrangements
ACO’s and Clinically Integrated Networks

8. Capitalism at its finest …other ways value can be used…

9. Employees are paying more…

10. Movement is occurring…
Source:

11. Movement is occurring …
Consumerism taking hold as enrollment in CDHPs jumps to 23%
High deductibles are meant to give employees a financial incentive to shop more carefully for health services
Cigna Spokesperson Joseph Mondy told Workforce. "Why? Because they work. CDHPs will cost you less as an employee and as an employer, but you'll see improvements in health outcomes. We have seven years of data to support that."

12. con·sum·er  n.
One that consumes, especially one that acquires goods or services for direct use or ownership rather than for resale or use in production and manufacturing

13. Definition of a Customer
cus·tom·er noun \’kəs-tə-mər\
Definition of CUSTOMER
1: one that purchases a commodity or service
2: an individual usually having some specified distinctive trait <a real tough customer>
Examples of CUSTOMER
She is one of our best customers.
She's a pretty cool customer.
Origin of CUSTOMER
Middle English custumer, from custume First Known Use: 15th century *

14. What is a customer? Advocate Apathetic Assassin
*Satisfaction: How Every Great Company Listens to the Voice of the Customer, 2006, Chris Denove and James D. Power IV

15. Why are customers important?
It costs 5 times as much to attract a new customer than to keep an existing one. (Source: seohosting.com)
68% leave because they are upset with the treatment they’ve received. (Source: U.S. Small Business Administration) 
On average, loyal customers are worth up to 10 times as much as their first purchase. (Source: White House Office of Consumer Affairs)
48% of customers who had a negative experience told 10 or more others. (Source: Harvard Business Review)

16. Why are customers important?
64% of customers cited shared values as the primary reason for a strong brand relationship.
Source: Corporate Executive Board
68% quit because of the attitude of indifference toward the customer by the owner, manager or some employee.
Source: Michael LeBoeuf, "How to Win Customers and Keep them for Life"
3 in 5 Americans (59%) would try a new brand or company for a better service experience.
Source: American Express
89% of consumers began doing business with a competitor following a poor customer experience.
Source: RightNow

17. Most important reason …
I believe that the customer pathway will drive quality and value at a faster pace than the government or employers can.
Let’s explore my basis for this…

19. What do customers want?
A novel question asked by other industries … does healthcare ask that question?

20. Healthcare is lagging. Healthcare Social Media Connectivity Travel
Real Estate
Retail
Finance
Media

21. The Consumerism Beast

22. Agenda – A Few Customer Expectations
Telemedicine
Easy, Simple Access
Online Scheduling
On time appointments – informed appointments
Efficient patient portals – access to information
Online reviews – Social Media Evolving
Artificial Intelligence – Next Wave of Change?

23. Telemedicine

24. Speed and Convenience: Telemedicine

25. Telemedicine Usage and Preferences
64%
70%
67%
of consumers would
prefer an online video
visit to a physical one in
order to obtain a
prescription
of medical professionals
are either using some
form of telemedicine now,
or are planning to in the
coming years
of Americans would be
willing to have a video
visit with a doctor
Source: Centric Digital LLC 2015

28. Marketing Concepts
Complementary Service – Enhancing what the practice has to offer
Patient Engagement – Give them what they want
Technology Edge
Not consumer…CUSTOMER
Market Threat: One of the many ways retail health clinics are gaining marketshare is through telemedicine--and family physicians must adopt the technology in order to remain competitive, according to a speaker at the American Academy of Family Physicians' (AAFP) recent State Legislative Conference. Source:

29. Easy Simple Access

30. Patients are demanding more convenient access to care.
Urgent Care Providers
Retail Health Clinics
Virtual Acute Care Providers
9,000 urgent care centers
1,743 retail health clinics
>20 virtual acute care companies

32. Did you know that I text?

33. Is there a wait?

34. Okay…how does this work in healthcare?

35. Rethinking your front desk …

36. Use Technology Efficiently …

37. Online Reviews

38. Welcome to the new word of mouth

39. How many patients use online reviews?
According to a 2015 study conducted by Software Advice:
A whopping 84% of patients surveyed use online review sites to evaluate physicians
59% report using online reviews “often” or “sometimes”
Only 16% of patients report never using online review sites
Source:

40. And there’s the millennial factor
Reports in Physicians Practice and Fierce Healthcare say …
Millennials will be the most sought-after patients of the near future
They will drive sweeping changes in healthcare
More than half of millennials and Generation-Xers incorporate healthcare providers' online reviews into their shopping process
If you’re a physician and you don’t show up in the first five results of a Google search, you might as well not exist with millennials
Source:

41. Are patients ready for different …

42. Why do all of this …
The landscape is changing fast! We have to keep up …

43. IBM Watson – Artificial Intelligence

44. Amazon

45. Keep it simple …

46. Jumping the curve …

47. Ideas for Retention … Why do you keep … ?
Why do you bank at…?
Why do you eat at…?
Why do you get your teeth cleaned at…?
Why do you buy your groceries at…?
Why do buy your books online? At a bookstore? What happened to the library?
Where do you go for your mammogram?
Where do you take your kids for a check up?
Who does your hair?
What church do you attend? Why?

48. Connect with us www.facebook.com/MSOCHealth

49. Thank You Thank You MSOC Health www.msochealth.com Cameron M. Cox, III