The Way to Patient Centricity - Through Mobility and Social Media

Transcription

1 The Way to Patient Centricity - Through Mobility and Social Media AuthOr: Abhishek Verma Healthcare Business Solutions Group KODESWARAN P. Healthcare Business Solutions Group WHITEPAPER January 2016

2 TABLE OF CONTENTS INTRODUCTION 3 MOBILITY - ACCESS INFORMATION WHEN IT MATTERS 4 SOCIAL MEDIA - LEVERAGE THE SHIFT IN ONLINE INTERACTION PATTERNS 5 SUMMARY 7 HCL LIFE SCIENCES & HEALTHCARE , HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 2

3 INTRODUCTION Industries are inherently dynamic. Some changes take longer to get noticed, while some others are abruptly noticed due to the emergence of a single or multiple disruptive forces. The U.S. healthcare industry is ever changing, driven by the forces of mounting cost and productivity pressure. Even before the groundbreaking ACA was enacted, healthcare had the hallmarks of an industry vulnerable to disruption. Mounting cost and productivity pressure have created an enormous impetus for disruptive innovations that drive better outcomes at lower costs; and with the advancement of technology, many such innovations are now possible. On their own, the cost and productivity pressures have produced major structural shifts within the healthcare industry, such as value-based pricing, ongoing cost shifting to patients, etc. However, the added pressure from ACA implementation provides the catalyst for even more changes to occur - and to occur more quickly. By changing the game through a shift to a consumer-driven industry, ACA has forced the healthcare industry to adopt a new mantra of patient centricity 1. Patient centricity is about enabling patients to take their own care decisions with the healthcare ecosystem (physician, payer, etc.) acting as a validating and consulting partner. And by sharing information with patients and families, the care outcomes can be further improved 2. Technology has a prime part to play in this scenario. Undoubtedly, in the past, patients have had information about their diseases and treatment options but had not the tools to help them decide among these options, while caregivers had not the tools to help gauge how acceptable an option might be to a specific patient. As a result, the medical decision may not have been the most suitable one. Today, however, patients have a greater understanding of their care, in addition to a plethora of tools available for both 1 The NIH defines patient-centered care as follows: Health care that establishes a partnership among practitioners, patients, and their families (when appropriate) to ensure that decisions respect patients wants, needs and preferences and solicit patients input on the education and support they need to make decisions and participate in their own care. 2 One study found that access to doctors notes in their EMRs resulted in 80 percent of patients feeling empowered and 70 percent improvement in medication compliance. [Delbanco, Tom MD, Inviting Patients to Read Their Doctors Notes: A Quasi-experimental Study and a Look Ahead, Annals of Internal Medicine, Oct. 2, 2012] 2016, HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 3

4 providers and consumers. This document presents how HCL can take healthcare organizations on a transformational journey, by leveraging two of the most disruptive technology innovations in recent times Mobility and Social Media to help them adopt a more patient centric approach. We will also discuss how these two tools are helping healthcare professional achieve the objective of patient centricity. MOBILITY - ACCESS INFORMATION WHEN IT MATTERS Undoubtedly, this is the mobile age, and while mobile devices and apps are making an impact across industries, its role in healthcare could be the most personal and productive to date. Healthcare mobility includes the utilization of mobile devices, applications, and enterprise platforms to communicate and exchange data among various end-users - including payers, providers and patients. The use of mobile technologies and the associated applications make these transitions easier and more effective, resulting in fewer hospital re-admissions and better clinical results. Let s analyze the healthcare mobility market in terms of the type of applications. 1. Enterprise application solutions: With mobile technologies re-writing the rules of collaboration and workforce management, enterprise application solutions are now being specially designed for healthcare organizations, for patient care management and operational management. Now, an ad-hoc virtual group of caregivers (physicians, nurses, etc.) can be established to work real-time to provide personalized care services to a patient, streamlining the consulting process through teleconferences, which can get the care team communicating and making a decision within minutes. The speed provided by such an application is akin to applying LEAN principles to healthcare, while being more patient-focused. 2. Mobile health applications: According to Gartner Inc., by , mobile apps will be downloaded more than 268 billion times, making them one of the most popular computing tools for users across the globe. A plethora of health apps are already available, which are using this data in real-time to provide a range of utility to customers - from diagnosis to prescription, and reminders for medication, to games. Research2Guidance stated that there were more than 100,000 health apps with more than 4 million downloads in a day during It is thus evident that there is a strong business case for healthcare organizations to implement a mobile strategy with the first and most obvious benefit being the seamless engagement with customers and employees. Once the mobile strategy is decided upon, , HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 4

5 a healthcare organization can quickly develop and launch the essential applications by instantaneously providing the relevant health tools and information to be used by the stakeholder (member, provider, etc.). There are multiple ways that healthcare organizations today are leveraging mobile technology. Some useful solutions that can be launched are illustrated below. SOCIAL MEDIA - LEVERAGE THE SHIFT IN ONLINE INTERACTION PATTERNS In recent years, we have witnessed a major shift in the way in which people interact over the internet. The days of s are slowly giving way to interaction over social networks. Social media has emerged as one of the most important platforms to capture people s interaction, in recent years. Currently, 74% of overall internet users now use social networking sites 5. Out of this, 42% of consumers have used social media to access health related reviews 6. We find that social networks such as Facebook, Twitter, YouTube, blogs and forums have now become an integral part of a patient s information journey. The consequent empowerment of the patient in making decisions around their treatment has led to a paradigm shift with patients becoming more aware and exercising a greater say in the treatment process, which impacts healthcare outcomes. This awareness in turn, has helped in motivating patients to adhere to a healthier lifestyle and better manage their health. Based on usage patterns, here are the top four ways that professionals in the field have started exploiting social media: #1: Sharing Information Social media is intended to provide individuals with quick access to information and enable fast communication with others. Sharing news regarding outbreaks or health hazards is an effective way for healthcare facilities to provide accurate information to patients. Other forms of sharing information through social media, include: y Providing updates on new facilities or new technologies y Answering patients queries (e.g. hours of operation) y Providing generic pre- and post- operative care information, etc. 5 Gartner Hype Cycle IDC Payers and Social Media Report , HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 5

6 #2 Capturing Information The vast network of healthcare thought-leaders, patients, providers, organizations, and governmental entities create rich healthcare content, messages and signals, daily. Multiple technology players have emerged with readymade tools to capture health related tweets, posts, and queries across social media platforms. This information is further dissected, segmented, and analyzed to gain valuable insights in to user (patient or physician) behavior. #3: Feedback and Improving Quality According to a recent study, time spent on social media by an average user has risen to approximately 2 hours in a day. With so much time spent here, social media has emerged as a powerful tool to provide doctors and physicians with immediate responses from individuals to help understand common reactions to medications. In addition, patients feedback on new methodologies, techniques or therapies in the industry can also be garnered. Organizations are analyzing this readily available data to learn from patient reactions, and adjust accordingly. It is also rapidly becoming a market research tool to evaluate the possibility of additional services. #4: Training Caregivers The healthcare industry has begun exploring the opportunity of utilizing social media channels as part of its training process. Physicians are using them as platforms to submit cases for community discussion. Healthcare organizations encourage professionals to form groups to discuss common problems being faced. During presentations, trainees are encouraged to use certain hash tags on Twitter or join other groups to engage one another in making training processes more enjoyable and interactive. These training techniques provide trainees a central location to ask questions and quickly receive answers. Social media gives participants the power to provide presenters with immediate feedback on training sessions. Capturing Value from Social media: HCL has a variety of service offerings in the social media domain, which cater to healthcare industry needs. With accelerators such as Social Network Analysis, Collaborative Social Publishing, Churn Predictor, and a set of reusable components that will jumpstart social adoption for its clients, HCL provides customers with a competitive advantage in social media technology. The picture below depicts HCL s various healthcare service offerings that leverage social media: 2016, HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 6

7 The increasing comfort in using social media by physicians and patients presents healthcare organizations with a golden opportunity to gain direct feedback, learn more about their target customers, and uncover concerns before the concerns undermine a product, a new physician, a new practice, a therapy or a brand. In this era of social media, healthcare organizations can t afford to play the waiting game to establish their social media strategy. SUMMARY The U.S. healthcare industry is undergoing a sea change. There is an imperative and existential need for healthcare organizations to step up and align themselves to this new paradigm. As an enabler of care providers, HCL understands the responsibility to ensure that technology is utilized effectively to meet the healthcare triple aim of cost moderation, improved outcomes, and improved customer experience. With HCL, one can confidently create an ecosystem that leverages the best of technology innovations, together with HCL s understanding of industry dynamics and consumer behavior for delivering quality care in a cost effective manner. 2016, HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 7

8 HCL LIFE SCIENCES & HEALTHCARE HCL is a leading provider of Life Sciences and Healthcare Business and Technology services. We are the chosen service provider for enabling new growth drivers for our clients, providing them with industry leading best practices, taking care of their compliance needs and ensuring goldstandard process cycle times. Our clientele includes seven of the top ten global pharmaceutical companies, seven of the top ten medical devices companies, six of the top ten health plans, three of the top five CRO s and two of the top three data providers. Equipped with certified technology experts and domain specialists, HCL offers services in critical areas of the life sciences and healthcare eco system such as drug discovery, clinical development, drug safety, regulatory compliance, manufacturing and plant automation, commercial, Healthcare analytics, Population Health Management [PHM], mhealth, member experience management [MEM], fraud, waste and abuse management [FWA]. LET S CONNECT Please feel free to write to us at contact.lsh@hcl.com 2016, HCL TECHNOLOGIES. REPRODUCTION PROHIBITED. THIS DOCUMENT IS PROTECTED UNDER COPYRIGHT BY THE AUTHOR, ALL RIGHTS RESERVED. 8

9 ABOUT HCL About HCL Technologies HCL Technologies is a leading global IT services company working with clients in the areas that impact and redefine the core of their businesses. Since its emergence on the global landscape, and after its IPO in 1999, HCL has focused on transformational outsourcing, underlined by innovation and value creation, offering an integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and business services. HCL leverages its extensive global offshore infrastructure and network of offices in 31 countries to provide holistic, multi-service delivery in key industry verticals including Financial Services, Manufacturing, Consumer Services, Public Services and Healthcare & Life sciences. HCL takes pride in its philosophy of Employees First, Customers Second which empowers its 105,571 transformers to create real value for customers. HCL Technologies, along with its subsidiaries, had consolidated revenues of US$ 6 billion, for the Financial Year ended as on 30th September 2015 (on LTM basis). For more information, please visit About HCL Enterprise HCL is a $7 billion leading global technology and IT enterprise comprising two companies listed in India HCL Technologies and HCL Infosystems. Founded in 1976, HCL is one of India s original IT garage start-ups. A pioneer of modern computing, HCL is a global transformational enterprise today. Its range of offerings includes product engineering, custom & package applications, BPO, IT infrastructure services, IT hardware, systems integration, and distribution of information and communications technology (ICT) products across a wide range of focused industry verticals. The HCL team consists of over 110,000 professionals of diverse nationalities, who operate from 31 countries including over 505 points of presence in India. HCL has partnerships with several leading global 1000 firms, including leading IT and technology firms. For more information, please visit Hello there! I am an Ideapreneur. I believe that sustainable business outcomes are driven by relationships nurtured through values like trust, transparency and flexibility. I respect the contract, but believe in going beyond through collaboration, applied innovation and new generation partnership models that put your interest above everything else. Right now 110,000 Ideapreneurs are in a Relationship Beyond the Contract with 500 customers in 31 countries. How can I help you?