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The Patient Experience ParadigmSession 212, February 22, 2017

Nancy Ragont, Senior Manager, Customer Insights, CDW Healthcare

Christine Holt, Chief Experience Officer, Holy Redeemer Health System

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Speaker Introduction

Nancy Ragont

Senior Manager, Customer Insights

CDW Healthcare

Christine Holt

Chief Experience Officer

Holy Redeemer Health System

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Conflict of InterestNancy Ragont and Christine Holt have no real or apparent conflictsof interest to report.

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Agenda

• Patient engagement priorities

• Progress and challenges on the journey

• Link between technology and expanded engagement

• Showcase: Holy Redeemer’s patient experience transformation journey

• Best practices

• Questions

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Learning Objectives• Analyze Holy Redeemer’s patient experience transformation journey and how

technology is integrated throughout

• Outline research on the greatest motivators for and challenges to improving

patient engagement/patient experience

• Assess the role of technology in enhancing patient engagement/experiences

• Identify the priorities for clinicians and patients when considering patient

engagement initiatives

• Identify outcomes, best practices and lessons learned from Holy Redeemer’s

patient experience initiative

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An Introduction of How Benefits Were Realized for the Value of Health IT

70%3

Patients more engaged with

their healthcare

87%1

Respondents say patient satisfaction

is top priority

5.3%2

Lower overall medical costs for patients

actively involved

1. 87% of respondents indicated that patient satisfaction will be the top priority at their organization in the next 12 months

(Source: HIMSS Leadership Survey)

2. Patients that received enhanced decision-making support by trained health coaches by phone, email and via internet had

5.3% lower overall medical costs. (Source: Health Dialog)

3. Percentage of patients that say they have become more engaged with their healthcare during the past two years – up

from 57% in 2016 (Source: CDW 2017 Patient Engagement Study)

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Patient Engagement: Front and Center for Healthcare Organizations

of providers identified engagement, satisfaction and quality

of care as the business issues that would most impact their

organizations during the next two years72%

of providers say improving patient engagement is

a top priority at their organization (up from 60% in

2016)

71%

Source: CDW 2017 Patient Engagement Study

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Why Now?

• Top motivating factors include:

– Shift to value-based reimbursement

– Strong link to improved care

– Technology advancements

– Meaningful Use requirements

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What Are Patients Saying?

of patients say that they have become

more engaged with their healthcare during

the past two years – up from 57% in 2016

70%

Source: CDW 2017 Patient Engagement Study

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Technology & Engagement Connection

Source: CDW 2017 Patient Engagement Study

Patients are becoming increasingly comfortable with new technology:

98%

Patient Portals

83%

Mobile Apps

77%

Texts75%

Online Chat

69%

Video Chat

34%

Social Media

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The Power of Portals

81%

of providers say

patient portals have

improved their

engagement with

patients

78%

of patients with access to

portals say they have

helped them take a more

active role in their

healthcare

Patient portals have: improved overall patient care (43%), improved records

tracking (31%) and increased office efficiency (29%)

Source: CDW 2017 Patient Engagement Study

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Bumps Along the Way

Bottom line: Technology alone is critical but not the complete answer. Patient

engagement and satisfaction must be a larger organizational priority and cultural

value – with technology integrated to enable and support these objectives

AlignmentBudgetsEducationGuidelines

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Still Work to Do

of patients give their healthcare providers

an “A” for their use of technology to

interact with and engage patients

Only 29%

Source: CDW 2017 Patient Engagement Study

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At the Top of the Class: Holy Redeemer’s Patient

Experience Journey

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Engagement vs. Experience

Customer Engagement:

direct contact with the brand

Customer Experience:

an impression of the brand

based on interaction

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Healthcare Experiences

Experience: Individualized, anticipated unknown needsCompletely Unexpected – Exceptional Experience

Service Delivery: Customer service, efficient processesExpected – Satisfying Transaction

Quality & Safety: Meeting care standards, do no harmRequired – Met Basic Needs

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“e”xperience “E”xperience

Passive Engaged, intentional, designed

Safe, customer service, efficient processes Individualized care, anticipates needs

Expected – standards, protocols Unexpected – innovative, creative

Delivers satisfaction Results in delight and loyalty

Relevant – needs based Meaningful – emotional

Results in indifference Drives advocacy

Creating Big E Experiences

Commodity Product Service EXPERIENCE

Enhanced Value

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Holy Redeemer Health Systems Experience Vision

Holy Redeemer will deliver a:

– Masterfully orchestrated

– Personally meaningful

– Highly customized

– Culturally supported

– Healing environment surrounded

Experience for our customers, employees and physicians.

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Engaged Staff Promotes Engaged Patients

Staff Fulfillment

Programs

Staff and Physician

Engagement

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Spark at Holy Redeemer Transformation Center

Spark stimulates interactive

learning, imagination, new

perspectives and performance

based on Experience principles

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The Transformation Center

• Spark Team:

– Talent agency

– Marketing

– Catalysts

– Construction and design

– Experience producers

• HR, IT, philanthropy, call center

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Technology Supported Experiences

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Vital Energy Café

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Continuous Learning: Experience U

• Built a training university for staff – Experience U

• Created immersive experiences that teach staff

how to improve the patient experience

• Evaluated how the organization selects and

recruits talent

• Established internal consulting group to work

with leadership to apply experiences taught in

Experience U

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Employee Education Experiences

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Arrival Experiences

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Relationship Building

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Personalization and Engagement

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Technology as a Surrogate?

“Upon arrival, you will find our

convenient log-in kiosk. Please

gently type in your name and

tap enter to receive a warm

welcome...”

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Portal Impact

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Results

8990919293949596979899

Experience Designed Outpatient Location Satisfaction Scores

Overall score

Collaboration to provide care

Overall rating of Care

Likelihood of recommending

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Employee Feedback – Most Favorable

ItemsPercent

Favorable

Percent

Unfavorable

I understand the importance of providing the best possible

experiences for patients, residents, clients and coworkers.96% 1%

I understand my role in providing the best possible

experiences for patients, residents, clients and coworkers.95% 1%

I know what is expected of me in my job. 90% 5%

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Making an Impact

Holy Redeemer’s patient experience

transformation is enabling the

health system to redefine the patient

experience and empower its patients to

become equal partners in their care

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The Journey Continues…

• Augmented reality

• Visual profiles

• Virtual reality/immersive images

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Best Practices

An effective patient engagement strategy involves eight steps:

• Think security

• Educate the users

• Manage expectations

• Start simple and pilot the program

• Compare motivators

• Assess challenges

• Research technology

• Focus on patient-centric initiatives

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S

T

P

A Summary of How Benefits Were Realizedfor the Value of Health IT

Satisfaction: Improves patient satisfaction due to highly individualized

experiences made

Treatment/Clinical: Improves care outcomes, reducing readmission

rates and costs possible through the role of technology

Patient Engagement: Informs and engages patients, improving their

ability to take a more active role in their healthcare

Effective use of technology in improving patient engagement initiatives:

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Questions?

Nancy Ragont

Senior Manager,

Customer Insights

CDW Healthcare

nancrag@cdw.com

Christine Holt

Chief Experience Officer

Holy Redeemer

Health System

cholt@holyredeemer.com