Healthcare in the Age of the Consumer
University Hospitals
Medicine Quality Summit
November 22, 2014
Thomas F. Zenty III
Chief Executive Officer
Agenda
• How we got here
• Importance of social media
• Increasing demands on physicians
• Opportunity in a consumer directed market
• Dialogue
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Healthcare Spending
2012
20%
33%
6%
4%
10%
3%
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3%
21%
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Enrollment in High-Deductible Plans has
Tripled since 2009
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Growth in High Deductible Health Plans
2014 Data by State
1. Illinois
2. Texas
3. Ohio
4. Pennsylvania
5. Michigan
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Total Enrollment in High
Deductible Health Plans
1,055,000
1,043,000
803,000
692,000
691,000
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Consumer Paradigm:
“Doctor, the patient
will see you now”
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Change Imperatives
• Increased competition
• Increased cost-sharing
• Consumerism and retail
markets
• Public and private
exchanges
• Social media and UH’s
reputation
• Medicare growth
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Change Imperatives
• Give me choice and
control
• Keep it simple and
personalized
• Make it convenient,
accessible and available
• High quality is assumed
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Change Imperatives
• Support sustainable
growth
• Improve efficiency and
consistency
• Increase affordability
• Leverage technology
investments to improve
speed to market and
member experience
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New Entrants Into Healthcare
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Importance of Social Media
• Global penetration of cellular coverage is 92% as of
2013;
– 25% of US smartphones have healthcare apps
• 70% trust medical information shared by others on
social media
• 40% likely to share information about their health on
social media
• 50% use social media for health care decisions
• More than 50% of health care reporters look to social
media for information and medical experts
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2005 – Pope Benedict Inauguration
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2013 – Pope Francis Inauguration
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Importance of Social Media
Consumers feel social
media was built by
consumers and trust the
medium more than others
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ZocDoc – One example
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Increased Transparency – Univ. of Utah
• Internal website shows all patient comments – both
negative and positive – when patients search for a doctor
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UH Access Department
• Central scheduling and physician referral
services handle ~ 900,000 calls / year
– 50% of calls lead to scheduled appointments
– 30% of calls related to what it will cost the
patient
• Copay, deductible, facility fee, etc.
• Physician A vs Physician B
• Facility A vs Facility B
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UH Access Department
• New system (Clear Quote) predicts what
patients out of pocket costs will be
– Expected go live Q1 2015
– Takes into account physician behavior
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UH Access Department
Community standard
is same day
appointment
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Emergence of Virtual Health
• Virtual doctor-patient video consultations to grow
65% by 2018
• Expected revenue from video consultations:
– 2013 - $100 Million
– 2018 - $13.7 Billion
• Mayo Clinic goal - serve 200 million people
• Kaiser of Northern California predicts by 2016 they
will have more virtual visits than in-person visits
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Emergence of Big Data
• As an industry we are now beginning to use data to
anticipate what consumers want and expect
• Big data leads to:
–
–
–
–
New research and treatments based on clinical intelligence
Identification of best practices
Reduction in inconsistencies among providers
Predictive models to forecast patient behavior and provide
preventive care
– Better patient experience by targeting what patients want
and when they want it
– Cost savings from more efficient use of information
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Early Results of Reform
Higher Quality Can Coincide with Lower Cost
National results since 2010:
–
–
–
–
–
–
–
Early elective deliveries down by two-thirds
Ventilator-associated pneumonia down by > than half
Pressure ulcers down by 26%
Patient falls down by 15%
Medicare 30-day readmissions down by 8%
Prevented 560,000 hospital-acquired conditions
Saved 15,000 lives
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Early Results of Reform
Higher Quality Can Coincide with Lower Cost
UH results since 2010:
–
–
–
–
–
–
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Early elective deliveries down by 72%
Ventilator-associated pneumonia down by 50%
Pressure ulcers down by 49%
Patient falls down by 52%
Medicare 30-day readmissions down by 19%
Prevented 149 hospital-acquired conditions
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Increasing Demands on Physicians
•
Improve quality
•
Manage costs
•
Coordinate care
•
Improve productivity
•
Shift from volume to value
•
Respond to regulatory change
•
Adopt culture of shared authority
•
Engage patient as partner
•
EMR
•
Social media interactions with patients
•
Stay current
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The Challenge of Change for Physicians
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From Challenge to Opportunity in
Consumer Directed Healthcare
• Investing in / improving EMR
• How long people are willing to wait
• How do patients want to communicate
• Use of apps
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What Will You Wait For?
WEEKS
MONTHS
Accessing
a Doctor
DAYS
Online
Shipping
Opening
a Credit
Card
HOURS
Opening
a Bank
Account
Booking
a Flight
via Phone
MINUTES
Booking a Flight
Online
Taxi/Car
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Patients Prefer Near-Term Appointments
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How Do Patients Want to Communicate
• 62% want to communicate via email with physician
• 65% want appointment reminders via email
• 25% want to schedule appointments online
• 76% are willing to go online to view test results
• 10% want interactions solely through an app on their
phone
Health systems who don’t adapt will
continue to struggle to build a strong
consumer experience
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Clinical Integration
• Higher quality
• Continuity of care
• Bi-directional information flow
• More efficient processes
• Cost reduction for all stakeholders
• Positioned for lower risk management
• Customer facing
• “Doctor, the patient will see you now”
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Primary Care Institute
Four main goals:
1. Help physicians deliver excellent outcomes and
patient experience
2. Increase physician engagement and satisfaction
with UH
3. Encourage innovation in developing new care
models
4. Improve value
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Primary Care Institute Deliverables
• Discover new models of patient management and
clinical care
• Improve communication
• Adopt care models that enhance experience and
outcomes
• Foster growth in care services that MDs want to
deliver
• Create opportunities for MDs to partner with
community
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What PCP’s Can do to Help
• Be open to learning, discovery and innovation
• Participate and share insights
• Trust that future incentives will lead to better
health outcomes
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2/08/2010
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University Hospitals
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