Healthcare System Stakeholders Presentation

1. Consumers Healthcare System Stakeholders Presentation MGMT E -5520, Fall 2010 Instructors: Prof. David A. Shore & Prof. Eric D. Kupferberg Presented by: Timir Prabhakar

2. Contents qhperform.com • Healthcare Consumers • Consumers: • Interactions with other stakeholders • Their view of the Healthcare System • What Consumers want • Consumer sub-categories • Different zones of activities • Shift in Consumer groups size • Observation about Consumer stakeholder group • Impact of Consumers behavior to other stakeholders • Conclusions

3. Consumers as Stakeholder in the Healthcare System • Actual or potential recipient of health care • Consumers and Patients • Healthy people who “consume” certain  health offerings (Consumers) • People with chronic health conditions (Patients) qhperform.com

5. Consumers in the “tragedy of the commons” • Biased –Poor have no access to proper services Poor service, high costs and frustration No-control - At the mercy of the Insurance companies Complex Healthcare System • No Trust, system not transparent

8. Consumer sub-categories qhperform.com • Content & Compliant • Sick & Savvy • Online & Onboard • Shop & Save • Out & About • Casual & Cautious Source - The Deloitte Center for Health Solutions

9. Consumer Activities in the Healthcare market qhperform.com Source - The Deloitte Center for Health Solutions

10. Profiles of the Six Healthcare Consumer Segments qhperform.com Source - The Deloitte Center for Health Solutions

11. Profiles of the Six Healthcare Consumer Segments… qhperform.com Source - The Deloitte Center for Health Solutions

12. Shift in Consumer groups size qhperform.com • Most traditional segment (Content & Compliant), the most alternative-leaning segment (Out & About), and the least engaged segment (Casual & Cautious) have declined slightly in size, • Small increases in the segments that are most active with respect to various reflections of consumerism (Sick & Savvy, Online & Onboard, Shop & Save) Source - The Deloitte Center for Health Solutions

13. Observations qhperform.com • Consumers compare services, quality and costs. • The health care market is not homogeneous – • Market is comprised of six unique segments Source - The Deloitte Center for Health Solutions

14. Observations…. qhperform.com • Cost concerns change consumer behaviors • Consumers want holistic care & resources • Consumers embrace innovations that enhance self-care, convenience, personalization & control of their personal health information Source - The Deloitte Center for Health Solutions

15. Consumerism & key challenges for stakeholders in the system: Hospitals qhperform.com • Adapt to consumer demand for improved service, price transparency, integration of holistic care with conventional services, and demonstrated quality via publicly-reported outcomes • Transition from patient-oriented clinical models to consumer-focused models • Clinical services, deliver value to consumers • Price transparency • Transparency about quality, outcomes, adherence to evidence-based practices Source - The Deloitte Center for Health Solutions

16. Consumerism and key challenges for stakeholders in the system: Payers qhperform.com • Develop health plans and balance enrollees’ preferences for wide networks • Features like: lower premiums and out-of-pocket costs • Assist consumers in navigating the health system • Encourage healthy behaviors as a means of reducing costs • Focus on quality, cost and service • Satisfy price-driven segments, those looking basic coverage • Engage health plans with employers • Assist individuals in making clinical decisions, selections of providers and self-care Source - The Deloitte Center for Health Solutions

17. Consumerism and key challenges for stakeholders in the system: Companies qhperform.com • Assist consumers in medical adherence and healthier lifestyles • Create and sustain brand loyalty among users • Modify products according to consumer preferences • Innovative channels, and offer increased access Source - The Deloitte Center for Health Solutions

18. Consumerism and key challenges for stakeholders in the system: Govt qhperform.com • March 5, 2009, White House for efforts to rein in health care costs and expanding access to uninsured 46 million Americans • Help shift responsibility to consumers for self-care and adherence to treatment plans to reduce avoidable costs • Encourage consumer-centric innovations via oversight policies and regulations • Incentives to encourage healthy living for enrollees in government-sponsored programs • Make available tools and resources enrollees to assist in self-care, provider selection, health plan selection or use of monies for products and services Source - The Deloitte Center for Health Solutions

19. Conclusions qhperform.com • Consumers view Healthcare as poor, complex, and costly – in a way biased towards riches • Consumerism in health care is not a threat to stakeholders • only when stakeholders conclude that consumers are incapable of acting responsibly • Growing numbers of consumers want to be actively engaged Source - The Deloitte Center for Health Solutions

20. References • Medical Dictionary • http://medical-dictionary.thefreedictionary.com/health+care+consumer • Merriam-Webster Medical Dictionary • How do healthcare consumers process and evaluate comparative healthcare information? A qualitative study using cognitive interviews • Olga C Damman, Michelle Hendriks , JanyRademakers, Diana MJ Delnoij and Peter P Groenewegen • http://www.biomedcentral.com/1471-2458/9/423 • 2009 Survey of Health Care Consumers: Key Findings, Strategic Implications • The Deloitte Center for Health Solutions • www.deloitte.com/centerforhealthsolutions • http://mi-10.com/ • The Other $700 Billion Question Can behavioral economics bail out the problems with healthcare spending? by Jennifer Robison http://gmj.gallup.com/content/111778/other-700-billion-question.aspx