History Of The Industrial World Looking back before we look forward. How to Reimagine and Reset Your Organization for a Digital Transformation

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1 How to Reimagine and Reset Your Organization for a Digital Transformation Ravi Ganesan CEO Core Solutions, Inc. 1. History Of The Industrial World 2. Behavioral Healthcare Today 3. The Future Of Business Models Overview 4. Digital Transformation Strategy 5. Execution Roadmap History Of The Industrial World Looking back before we look forward 1

2 History of Industrial Revolutions Empowering Corporations 1.0 Mechanical (1784) 2.0 Electrical (1870) 3.0 Internet (1969) Data Empowering Individuals Scalability and growth are critical for survival and success Change is happening faster than any other time in history 2

3 Great nations (and great companies) rise and fall because of human decisions, not anonymous social or economic forces. We do not learn from history and the consequences of this failure are tragic. Behavioral Healthcare Today 3

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6 Behavioral healthcare lags other specialty providers on several key business metrics Behavioral health remains a highly fragmented market with no one company that can exert enough influence to move the industry in a particular direction. 6

7 Sales Volume 11/27/2017 Increased demand for services combined with complex market conditions require organizations to scale up rapidly with experts suggesting revenue targets of $250M+ as ideal for behavioral health organizations Consolidation Trends Fragmentation Shakeout Maturity Decline 7-10 years Providers: 6,000+ Revenue: $370B X Providers: 15,000 Revenue: $260B Time The Future Of Business Models 7

8 The Future Of Everything Bio Technology Nano Technology Artificial Intelligence What VUCA means to you How Do You Reinvent Your Organization Industry 8

9 Exercise # 1 1. Identify customer pain points or opportunities to improve the customer experience 2. What are the opportunities to add value to the customer experience Reinventing Business Models Big Data Nano Technology Artificial Intelligence 9

10 # 1 - PELETON # 2 - SoFi 11/27/2017 Market Disrupters Winners Losers 10

11 # 3 Concentra Urgent Care 11/27/2017 Exercise # 2 What aspects of these models can be applied to your organization? Value Based Purchasing Is Real What this means? Provider payments tied to outcomes instead of encounters Being proactive with services Keeping consumers healthy athome and out of emergency rooms 11

12 Who Is Trying To Move Your Cheese? 12

13 Digital Transformation Reimagine and Reset Your Organization For A Digital World Digital Transformation Digital transformation is the profound and accelerating transformation of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact across society in a strategic and prioritized way, with present and future shifts in mind. 13

14 Risk For Digital Disruption 60%+ of Healthcare Organizations Expect Their Business To Be Disrupted By Digital Technology 14

15 Digital Transformation Framework VISION TACTICS Customer Experience Create a compelling vision that will allow everyone to reimagine your organization as a technology focused, data driven startup. Cloud Infrastructure Data Systems Mobility Tele Health Data Analytics IoT Help customers to get to their desired outcomes Digitize end to end customer experience Provide better, faster, cost effective customer experience How To Create A Compelling Vision Digital Transformation Strategy 15

16 A mission statement declares an organization's purpose, or why it exists. A mission statement describes where the company aspires to be in the future. Mission and Vision Think Big. Aim to be great! Vision is about people! A strong vision should guide team behaviors and actions How To Create A Compelling Vision Life is Good: "To spread the power of optimism. Sweetgreen: "To inspire healthier communities by connecting people to real food." American Express: "We work hard every day to make American Express the world's most respected service brand." Inspiring Examples Warby Parker: "To offer designer eyewear at a revolutionary price, while leading the way for sociallyconscious businesses." 16

17 Exercise # 3 Does your current mission and vision inspire and drive action? Knowing what you know today, what would you add to your mission and vision? Creating A Great Digital Experience Customer Experience In A Digital World How To Create A Great Digital Experience Consistent Experience Customer Feedback Allow personalization Empower employees Power innovation through advanced analytics 17

18 01 Plan for a multi channel experience kiosk, phone, tablet, web 02 Start with a minimum viable product and commit to continuous improvements 03 Provide a unified view of customer information Consistent Experience 01 Use behavioral data to improve experience 02 Seek constant feedback 03 Consider Net Promotor Score Seek Feedback 01 Identify customer needs 02 Provide a unique navigational path to create value 03 Prompt with call to action Embrace Personalization 18

19 01 Remove Data silos 02 Encourage decision making 03 Align rewards with customer feedback Empower Employees 01 Identify customer needs through analytics 02 Use analytics to optimize the consumer journey 03 Use analytics to optimize service delivery Advanced Analytics A Simplified Consumer Journey Referral Post Discharge Intake Discharge Assessment Service Delivery 19

20 Improving Referral & Intake Process Ability to complete initial documentation online Ability to schedule appointments online Check-in kiosks Creating Rich /Text reminders Welcome message Overview of the treatment process and educational material Introduction to the clinical team How to prepare for your visit Improving Assessments and Planning Helping customers understand the goal and structure of the assessment process Providing electronic copies of the assessment promptly after the visit Providing recommendations for outcome tools to help with monitoring progresss Improving Service Delivery Offering multiple service options In-Person Tele Health, Self Help/Treatment extenders Providing prompt electronic documentation after visit with outcomes measurement Allow consumer to provide feedback through a portal Review and respond to feedback as necessary 20

21 Improving Discharge & Post Discharge Prompt electronic documentation on discharge process and follow-up instructions Alumni portal and access to treatment extenders Ongoing communication/education Exercise # 4 -Digital Experience Checklist 1. Use Google Analytics to improve customer experience on your website Currently Offered? Can by Offered Without Significant Investment? 2. Allow online chat from your website 3. Allow consumers to complete required forms through website/portal 4. Online appointment scheduling 5. Online screening tools Personal Digital Transformation Lessons we have learnt from our smartphones 21

22 Our Appetite For Data Has Data Created Value? Active vs. Passive Actionable Information Information at your fingertip Expanded circle Improve Health How Apple Trains Us 22

23 Execution Roadmap Develop A Great Appetite For Data Building a data machine Turning Data Into Value Ask the right questions Telling your story with data From Value To Intelligence Culture Leadership 01 Develop A Great Appetite For Data Build a data machine The Data Machine Tele Medicine Healthcare Mobility IoT EHR Consumer Engagement Population Health Business Intelligence 23

24 Richer, More In-Depth Content A Comprehensive Narrative More Precise Medicine Increased Patient Engagement Future Of EHRs A Greater Reach for Remote Medicine Powerful Partnerships Increasing Acceptance of Telehealth as a Standard Of Care Reduced Reliance on Reimbursement Models International Collaboration Peer Sharing Instead Of Hub Sharing Mobile Health Future of TeleHealth Virtual Medical Centers New Remote Clinical Services Moving from fitness to more clinically driven apps Increased availability of apps paired with wearables and devices Future of Mobile Health 24

25 Person-Centered Information Model Sexual Behaviors Likes / Fears Response History Emotional Status / Stress Willingness to Change Safeguards Psychological Evaluations Comforts / Calming Motivators Alcohol / Drug Use Friends / Peers Interpersonal Skills Issues / Incidents Sleep Patterns Psychosocial Evaluations Persistency / Goal Attainment Shopping Patterns Diagnoses OB/Gyn Lung Genetic Profile Lab Results Diabetes Dietary / Nutrition Risk Scores Test History Devices / DME Seizure History Exercise Smoking Screenings Medications Dental Health Events Vitals Family History Ambulation / Mobility Hospitalizations Heart Surgical History Audiology PCP Digestive Allergies Vaccines / Immunizations Eye Labs Skin BMI / Height Weight Demographics Living Arrangements Income / Credit History Benefit Coverage Education Contact Methods Language Preferences Transportation / Access to Care Caretaker / Guardianship Applications / Entitlements Claim Payments Approvals Service History Coordinators Required Documents Contact History Eligibility Staff Relationships Activities / Hobbies / Sports Dressing Travel Work History Media Preferences Abilities and Needs Personal Outcomes Goals / Desires Job Skills Social Supports Toileting Life / Self Direction Eating Communication Abilities / Style Activities of Daily Living A National Call for Measurement-Based Care in the Delivery of Behavioral Health Services All primary care and behavioral health providers treating mental health and substance use disorders should implement a system of measurement-based care whereby validated symptom rating scales are completed by patients and reviewed by clinicians during encounters. Measurement-based care will help providers determine whether the treatment is working and facilitate treatment adjustments, consultations, or referrals for higher intensity services - Kennedy Forum BH Outcome Measures 25

26 BH Outcome Measures BH Outcome Measures BH Outcome Measures 26

27 90% Of Data Collection Will Be Passive In The Future Clinician Entered Consumer Reported (verbal) Portals Fitness Devices Remote Monitoring IoT 27

28 02 Turning Data Into Value Ask the right questions Telling your story with data What Can We Learn From 4 Year Old's? Types Of Questions Source: 28

29 Art Of Telling Your Story How Our Eyes Think Improving Design Through Understanding Sensory Memory 1-3 Sec Short Term Memory Sec Long Term Memory 1 sec - Lifetime 29

30 Preattentive Attributes Of Visual Perception Count The Number of 8 Count The Number of 8 30

31 Where Are Your Eyes Drawn? Where Are Your Eyes Drawn? Applying Lessons From Visual Perception Table 2: Percentage of Consumers With Co- Morbid Conditions Diabetes 46% Tobacco Use 39% Heart Disease 37% COPD 24% Heart Disease 16% Cancer 11% 31

32 Applying Lessons From Visual Perception Percentage of Consumers With Co-Morbid Conditions 6 11% % 24% Easier to read and see a logical order Natural focus on the last row Reader loses interest in other rows 3 37% 2 39% 1 46% 0% 10% 20% 30% 40% 50% Applying Lessons From Visual Perception Percentage of Consumers With Co-Morbid Conditions 6 46% 5 39% 4 37% 3 24% 2 16% 1 11% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Fundamental Principles of Analytical Design Edward Tufte

33 03 From Value To Intelligence Culture Leadership What Is Corporate Culture Source: Data Is A Corporate Asset Source: 33

34 Strong Testing Culture Source: Metrics Driven Source: Knowledge Is Power Source: 34

35 Sharing Knowledge Is Power Source: Avoid The Hippo Culture Source: Data Leadership Setting a personal example 35

36 Personal Leadership 1. Make digital transformation a strategic priority 2. Seek data in your decision making 3. Commit to being or hiring a data champion 4. Invest in a analytics organization Thank You 36