Social Determinants & AI A Recipe for Truly Personalized Healthcare

Transcription

1 Social Determinants & AI A Recipe for Truly Personalized Healthcare Session #271, March 8, 2018, 4:00 5:00 pm Mutaz Shegewi, Research Director, Provider IT Transformation Strategies, IDC Health Insights Susan Taylor, VP & Global General Manager, Healthcare & Life Sciences, Pegasystems Chanin Wendling, AVP Informatics, Geisinger Health System 1

2 Conflict of Interest Mutaz Shegewi Susan Taylor Chanin Wendling Have no real or apparent conflicts of interest to report. 2

3 Agenda Mutaz Shegewi, IDC Health Insights Susan Taylor, Pegasystems Chanin Wendling, Geisinger Health Systems 3

4 Learning Objectives Contrast current population health concepts with a personalized approach Identify ways in which social determinants of health can work together with artificial intelligence Construct care delivery programs to achieve optimal outcomes 4

5 Leveraging the Social Determinants of Health in CRM March 8, 2018 Mutaz O. Shegewi, MSc, MBA, MB BCh Research Director, Provider IT Transformation Strategies 5

6 Conflict of Interest Mutaz Shegewi, MSc, MBA, MB BCh Has no real or apparent conflicts of interest to report. 6

7 Agenda 7

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9 9 Accelerating the Digital Journey DX is the approach by which enterprises drive changes in their business models and ecosystems by leveraging digital competencies 9

10 Digital Transformation (DX) is Multi Dimensional Leadership Transformation Omni-Experience Transformation Information Transformation Operating Model Transformation WorkSource Transformation Over 60% of Organizations are Just Getting Started! 10 IDC

11 11 Digital Transformation (DX): Beyond the Impasse and Towards Digitally-Native Enterprises 11 IDC

12 Dawn of the DX Economy 2017 The DX Impasse % of U.S. organizations are still in stage 2 or Getting Digital Done % of organizations will have deployed a digital platform 2022 Innovation Realization 2027 Full Digital Assimilation Healthcare DX Can No Longer Be Ignored % of an organizations revenue will come from digital offerings % of organizations will have digitally transformed 12 IDC

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14 14 The Truth about People 14

15 15 Challenging Ourselves to Question How can we mitigate barriers to care? Where is the data? Does the analytic power exist to generate actionable advice? How do we deal with human behaviors, inconsistencies and engagement? 15

16 16 Taking Multifaceted Human Decisions Non-clinical Lack of Housing Lack of Transportation Financial Instability Food Insecurity Clinical Admissions Readmissions Emergency room use Outcomes Cost Utilization Quality 16

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18 18 Pillars Segmentation Communication Measurement Knowledge Innovation 18

19 Elements Acquisition Retention Loyalty 19

20 20 Channels, Technologies and Relationships 20

21 Value of CRM 21

22 Reality of CRM Q: Which technologies are currently driving and do you expect will drive digital transformation the most at your organization? Healthcare Providers (n = 2530) Social Media Analytics & Marketing Tools 21.2% 26.0% CRM 22.5% 30.4% IoT 31.4% 38.7% Mobility 26.0% 32.0% Office and clinics Hospital Source: IDC, 2017 (IDC Vertical IT & Communications Survey) 0% 10% 20% 30% 40% 22

23 SUM OF VALUE (US$M) CRM Worldwide WORLDWIDE HEALTHCARE IT (SOFTWARE) 2, , , , , , , , , CRM Source: IDC, 2017 (IDC Worldwide Healthcare IT Spending Guide, ) 23

24 24 SDOH CRM A Unification of Ideals to Maximize Health Impact Understanding People Improving Outcomes Meeting Diverse Needs Social Empowerment Leveraging Data and Analytics Financial Management Driving Engagement Non-Clinical Alignment Removing Barriers 24

25 Comments / Q&A Leveraging Social Determinants of Health in CRM Mutaz O. Shegewi Research Director, Provider IT Transformation Strategies Follow me on: 25 IDC

26 Susan Taylor Vice President and Global General Manager, Healthcare and Life Sciences Pegasystems 26

27 TODAY S PATIENT JOURNEY Distribution Perception Patient Factors Attitude System Factors Out-of-Pocket Cost Income Cost Factors Financial Demographic SDOH Complexity Culture Severity Disease Factors Options Disability 27 Administration MCC Tolerability Therapy Factors Duration

28 Time for a new patient journey We asked more than 5,000 patients, more than 600 physicians, and more than 500 employers across the nation how they think about quality, service, and the cost of healthcare. What we discovered is that there are fundamental differences in how they define value in health care and to whom they assign responsibility for achieving it. 28

29 Our recent personal health benchmark survey 29

30 Our recent health benchmark survey Ethnicity n = 1,004 Income Gender Education Age 30

31 MY HEALTH BEHAVIOR 70% of consumers are more likely to focus on their health and well-being when they feel financially stable 61% of consumers have been inspired to make positive changes to their health by someone they know 57% of consumers say that their family and friends (social circle) help them make better choices about their heath 56% of consumers believe financial incentives and rewards would encourage them to make healthy choices 20% of consumers share their eating habits and exercise on social media 31 3

32 We see opportunity in engaging and managing relationships with a receptive audience 32 3

33 Timel y CHANNELS Growth Contextual Service Consistent Customer Needs Business Objectives Retention Relevant Risk 33

34 SYSTEM OF INSIGHT INSIGHT THAT FINDS YOU ACTION 34

35 Enabling the multi-faceted patient journey Marketing Campaigns Acquisition & Onboarding Financial Relationship Management Retention & Adherence Care Plans Clinical Interactions Interventions 35

36 36 3

37 Chanin Wendling AVP Informatics Geisinger Health System 39

38 Questions Please complete the online session evaluation. Thank you. Speaker Contact Information: Mutaz Shegewi, IDC Health Insights: Susan Taylor, Pegasystems: Chanin Wendling, Geisinger Health System: 40