Knowing Our MarketSan Francisco

Customer Groups(By customers, we are referring to individuals whom your network will serve – e.g.,

older adults, persons with developmental disabilities, caregivers.)

Possible customer groups our network can serve•Older adults•People with disabilities across the lifespan•Caregivers of all ages•Medicaid across the lifespan

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Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g.,

older adults, persons with developmental disabilities, caregivers.)

Defining characteristics of our potential customers – special health conditions (e.g., diabetes, multiple chronic conditions), social conditions (e.g., need for transportation, adult day health, etc.) •Case managers primarily serve low-income (MediCal+)•MSSP, IHHS, CBAS – multiple chronic conditions, mental/behavioral health•CCTP – multiple chronic conditions, many behavioral health issues•Increase in chronic homeless with serious medical conditions

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Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g.,

older adults, persons with developmental disabilities, caregivers.)

Customers’ primary needs that we can meet• Evidence-based interventions• Case management• Meals• Community Services (Senior Centers)• Medication management (for case managers)

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Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g.,

older adults, persons with developmental disabilities, caregivers.)

Measurable high value outcome(s) we produce for customers• Reduced or delayed institutionalization• Reduced emergency room and hospitalization stays• Reduction in evictions• People with chronic conditions get healthier (better blood

pressure, blood sugar, mobility)• Alzheimer’s: fewer ER visits (50%), more referrals for diagnosis• Higher self-reported QOL in SNF, better understanding of options

to live in community• Better understanding of benefits available (insurance, nutrition,

recreation)5

Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g.,

older adults, persons with developmental disabilities, caregivers.)

Our next step(s) to further develop the customer profile and test need•List here

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Contracting Organization (CO) We Will Pursue First/Next

(e.g., health plan, ACO, health system, etc.)

Name/Type of CO

• San Francisco Health Plan, Kaiser, private hospitals group

Key CO person for contracting• List here

Their mission and major interest/need

• Assistive technology• In-home supports –

especially w/r/t consumer control

• No idea what goes on in the home – eyes and ears of the primary care team– Can include prevention of

abuse and financial exploitation

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Contracting Organization (CO) We Will Pursue First/Next

(e.g., health plan, ACO, health system, etc.)

Our next step(s) to further engage the CO•At the very beginning•Form an entity

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Policy or regulatory conditions to address?

Are there any policy or regulatory conditions that your network will need to meet or change in order to secure a contract? If so, what are they?•Need to form an entity

– Move beyond loosely affiliated group– Find someone to do the legwork– Find funding

•Leadership•Outside expertise•Better data

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Champions

Who can endorse our network and open doors for us? • List name, organization, and who in your network will make

contact

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Competition and Forces We Need to Address

Our primary competitors are:• List here

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Competition and Forces We Need to Address

Major sources of inertia we must overcome:• List here

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Competition and Forces We Need to Address

Competitors’ Advantage• List here

Our advantage• List here

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Insights

Our biggest insight(s) from this session on Knowing Our Market is/are… •What’s the pain•What’s going on in the home•Grid – High market, high potential

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Action Steps

The action step(s) we will take in the next month to engage our market are:•Bring group back together to debrief and determine first steps

– Leadership, strategy

•Identify highest need/highest-value services to market

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Parking Lot (Issues for later, additional questions for speakers)

• Assistive technology assistance/referrals/loans• Receive referrals from Kaiser, but no funding

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