[Webinar] Mobile-Powered Patient Experience
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Transcript of [Webinar] Mobile-Powered Patient Experience
© 2009-2015 Phunware, Inc.2 | phunware.com
Agenda
1. Phunware Introduction
2. Why Mobile?
3. Mobile and Patient Experience Across Demographics
4. Getting Started with Mobile
5. Mobile Adoption
6. Summary
© 2009-2015 Phunware, Inc.3 | phunware.com
Phunware Overview
FOUNDEDFebruary 2009
EMPLOYEES210
HEADQUARTERSAustin, TX
OFFICESNewport Beach, CA
San Diego, CARockville, MDNew York, NY
Miami, FLSingapore
London, UK
CORPORATE OVERVIEWphunware.com/company/
• Hundreds of Branded Applications Launched
• Tens of Millions of Application Downloads
• Mobile Solutions for some of the biggest healthcare systems in the US
• 1 Trillion+ Transactions per Year
• 200 Billion+ Advertising Transactions per Year
• Hundreds of Millions of Videos Served
• #1 Globally in Multiple Categories
Bringing Fortune 500 Expertise to Healthcare
© 2015 Phunware, Inc.4
MaaS is vertical-agnostic and highly scalable, serving more than 3,600 customers globally.
Solution LicensingVertical Solutions
Platform LicensingSDKs, APIs, Servers and Infrastructure
Audience Building and MonetizationPerformance, Premium and Network Advertising
© 2009-2015 Phunware, Inc.5 | phunware.com
Why Mobile?
There are almost as many mobile subscriptions as there are people on earth — 6.8 billion.
That’s 96 cell phone subscriptions for every 100 people.Source: United Nations International Telecommunications Union
© 2009-2015 Phunware5 | phunware.com
© 2009-2015 Phunware, Inc.6 | phunware.com
The Average Smartphone Owner
• Unlocks their phone to interact with it more than 100 times per day
• Accesses 25 different apps in the course of a month
• Spends 44 hours per month interacting with their phone
Source: Forrester Mobile Mindshift, 2015
74% of US adultshave a smartphone.
6 | phunware.com
© 2009-2015 Phunware, Inc.7 | phunware.com
the answer ison the phone.
All this access generates a Pavlovian response–the consumer learns that whatever the question is...
Source: Forrester Mobile Mindshift, 2015
© 2009-2015 Phunware, Inc.8 | phunware.com
Health-Related Activities Have Already Moved to Mobile
Searches for health info
are up to 12% higher on
mobile than desktop
© 2009-2015 Phunware, Inc.9 | phunware.com
Though many people think mobile health will be ancillary or bolted on to the healthcare industry, we look at it differently: mHealth is the future of healthcare, deeply integrated into delivery that will be...
...better, faster, less expensive and far more customer-focused.”
David Levy, MD, Global Healthcare Leader, PwC
© 2009-2015 Phunware, Inc.10 | phunware.com
Who’s Embracing Mobile Health?
CELL PHONEPROVIDERS
LARGESTUS HOSPITALS
CONSUMER BRANDS
INFRASTRUCTUREPROVIDERS
VIRTUAL PROVIDERS
GOVERNMENT
All these players are working to improve the health journey.
© 2009-2015 Phunware, Inc.11 | phunware.com
How Connected Health Will Change the Landscape
• More data to guide strategic planning
• Direct, personal connections with consumers and patients
• Fast, integrated, two-way and real-time communications
• Omnichannel campaigns
• Messaging shift from sickness to wellness
• Products and services not marketed in a vacuum; fit into a bigger-picture system
• Need to balance technology with humanitySource: eMarketer, 2015
© 2009-2015 Phunware, Inc.12 | phunware.com
Mobile and the Health Journey
Patients and Caregivers
Patients and caregivers lack access and information at a
time when they need it most.
Navigation stops at the hospital door
No appointment reminders
No communication with doctors
No prescription monitoring
No treatment plan compliance
Everyday Wellness
Navigation and Wayfinding
Consumers
80% of health appsare focused on wellness. HUGE
GAPin the Patient Journey from “Wellness” to
“Patient”Patients and caregivers are underserved when
it comes to mobile.
© 2009-2015 Phunware, Inc.13 | phunware.com
Hospital App Users : Patients, Visitors and Caregivers
• All ages, but 50% of patients are typically Baby Boomers or older
• Increasingly non-English speakers
• In unfamiliar environment
• May be late, anxious, sad, tired, rushed or stressed
SickInjured
Having a child
Waiting for test results
Unsure about treatment plan
Being transferred from another unit
SadHungry
Stressed
Frustrated
Medicated
© 2009-2015 Phunware, Inc.14 | phunware.com
72%of 55-64 year olds making over $75K own a smartphone
39%of seniors
own a smartphone
38%increase in smartphone
ownership among seniors from 2012 to 2013
Smartphones and Seniors
73%of seniors own
some kind of cell phone
Source: Pew Research
© 2009-2015 Phunware, Inc.15 | phunware.com
Even if Grandpa doesn’t own a smartphone, chances are his caregivers, sons, daughters and grandchildren DO.
Smartphones and Seniors
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© 2009-2015 Phunware, Inc.16 | phunware.com
Family is a Motivator for Seniors to Get Connected
Gen Z: Connected from birth
FaceTime with grandparents, Facebook photo albums, and watching nursery rhymes on smartphones and tablets
© 2009-2015 Phunware, Inc.17 | phunware.com
Gen X, Y, Z and Mobile • According to research by Deloitte, these groups expect
instantaneous access to information and personalized communication
• 80% sleep with their phone
• 71% of Gen Z youth said they would rather spend their last $10 loading up their mobile phones than on food
These generations have higher demands for both mobile and customer experience than ever before.
Source: Total Youth ResearchDelloite’s Mellennial Survey
© 2009-2015 Phunware, Inc.18 | phunware.com
Challenges Facing Hospitals Trying to Improve Patient Experience
WAIT TIMES CANCELLATIONS INFORMATION ICD-10
EHR/EMR AFFORDABLE CARE ACT HIPAA PATIENT SATISFACTION
POPULATION MALPRACTICE NO-SHOWS SCHEDULING
© 2009-2015 Phunware, Inc.19 | phunware.com
Patient Experience
93%of Healthcare Professionalsbelieve mobile apps can improve patient experience and outcomes
34%of Hospital Executives report that improving patient experience is their biggest challenge
© 2009-2015 Phunware, Inc.
Source: eMarketer
© 2009-2015 Phunware, Inc.20 | phunware.com
Patient Experience Drives Hospital ProfitabilityWhen hospitals are ranked by profitability, the most profitable hospitals have the highest Press Ganey patient satisfaction scores.
1 2 3 482.00
82.75
83.50
84.25
85.00
PR
ES
S G
AN
EY
SC
OR
E
PROFITABILITY (QUARTILE)
With over $1 billion in Medicaid
funding tied to the HCAHPS survey,
patient satisfactionis more important
than ever.
© 2009-2015 Phunware, Inc.21 | phunware.com
Patient Satisfaction Starts with the First Appointment
• 55% say easy access to information is a key reason for “falling in love” with a brand
• 89% of customers will dump a brand for a competitor following a bad experience
• 86% of customers are willing to pay up to 25% more for a better customer experience
Source: Harris Interactive,Customer Experience Impact Report
Customers make most decisions by relying on their two-second first impressions based on stored memories, images and feelings.”
- Malcolm Gladwell, Blink
© 2009-2015 Phunware, Inc.22 | phunware.com
Being Sick is Stressful. Getting to Medical Appointments Shouldn’t Be.
31%are first-time visitors
88%visit rarely or
1-2 times per year
Late
Injured or sick
In an unfamiliar environment
Anxious about test results
Recalling medical information
Confused
Scared
Medicated StressedDistracted
© 2009-2015 Phunware, Inc. Source: Leslie Wolke Consulting
© 2009-2015 Phunware, Inc.23 | phunware.com
Wayfinding Impacts Patients, Staff and Revenue
OF FIRST TIME VISITORS REPORT CONFUSION30%
OF REPEAT VISITORS ARE CONFUSED15%
OF STAFF MEMBERS CAN’T FIND THEIR DESTINATION28%
OF HOSPITALS REPORTED IDLE STAFF WHEN PATIENTS ARE LATE40%
© 2009-2015 Phunware, Inc.24 | phunware.com
Hospitals Are Often Externally Complex
Wayfinding is compounded by the physical make-up of hospitals:
• Buildings have been added over time• Multiple construction projects happen
simultaneously• Buildings have been merged
24 | phunware.com Credit: Leslie Wolke Consulting
© 2009-2015 Phunware, Inc.25 | phunware.com
Hospitals Are Often Internally Intimidating
Confusing hallways, "off-limits" areas and multiple parking areas all contribute to difficult wayfinding.
25 | phunware.com © 2009-2015 Phunware, Inc. Credit: Leslie Wolke Consulting
© 2009-2015 Phunware, Inc.26 | phunware.com
Employees Only Know Their Own Area
• Staff are confident, friendly and levelheaded
• While familiar with their own area, they may not be familiar with other areas of the facility
• It is difficult to keep wayfinding information up-to-date with changes such as construction or department moves
Credit: Leslie Wolke Consulting
© 2009-2015 Phunware, Inc.27 | phunware.com
Missed Appointments: A High Price to Pay
A 5% no-show rate could result in losses of up to
$8 million*
Based on a conservative estimate of $200 per missed appointment.
Source: Intermountain Medical Group case study
5% missed appointments
© 2009-2015 Phunware, Inc.28 | phunware.com
Missed Appointments by Type
• 50% no-show rate isn't unheard of in some specialty clinics (ex: colonoscopy)
• Subspecialties like neurosurgery and urology incur the highest loss per case: $5,962 and $4,758 respectively
• Urban clinics commonly have no-show rates of 10-20%
• Teaching hospitals commonly have no-show rates 2.23 times higher than small to mid-sized community hospitals
Across the board,between 4% and 12% of all appointments are missed.
© 2009-2015 Phunware, Inc.29 | phunware.com
Patients Most Likely to Miss Appointments
• Are single, under the age of 34
• Carrying Medicaid insurance (or no insurance at all)
• Older patients recently divorced or widowed
• Patients who live 60 miles away or farther from the clinic or hospital where their next
appointment is scheduled
Source: Post Gazette, No Shows Cost Billions, 2013
Research shows clinic scheduling controls as much as
1/3 of the probability
that a patient will show up.
© 2009-2015 Phunware, Inc.30 | phunware.com
Reducing Missed Appointments
Studies report missed appointments decrease by 5% to 20% for patients who received an single mobile appointment reminder.
20%
5%
Percentage of missed appointments
Single patients under the age of 34 are the most likely to miss appointments, and 81% of people under the age of 34 have a smartphone.
© 2009-2015 Phunware, Inc.31 | phunware.com
5
Guide the Patient Journey with Phunware
To the parking lot Across departments
From the neighborhood All the way to the office
Through the front door
© 2009-2015 Phunware, Inc.32 | phunware.com
Phunware’s Benefits for Patients and Visitors
• Real-time indoor and outdoor navigation
• Interactive directories with one-click navigation
• Reminders about appointments, prescriptions and more*
• 24/7 access to hospital-created content such as surveys, educational content, and information about hospital events.*through an integration with EHR systems
32 | phunware.com
© 2009-2015 Phunware, Inc.33 | phunware.com
Dignity Health: Real Life Example“The addition of the
FrenchWay app here at
French Hospital provides
another resource with which
we can continue to improve
our patient and visitor
experience. This app will not
only make navigating the
hospital easier, it will also
ensure our patients and
visitors have access to the
latest French Hospital news,
information on services, and
even the newest promotions in
our gift shop.”
© 2009-2015 Phunware, Inc.34 | phunware.com
Mobile Wayfinding
• Can be integrated as part of the existing wayfinding strategy
• No infrastructure costs—most patients already own smartphones
• Unlike static assets, smartphones travels with the users as they navigate throughout the hospital
• Translation capabilities
• Update, manage and edit in the cloud
© 2009-2015 Phunware, Inc.
© 2009-2015 Phunware, Inc.35 | phunware.com
Wayfinding in a Language Patients Understand
Translation Capabilities Information in Phunware’s mobile app can be instantly translated into numerous languages to accommodate today’s diverse patient population.
Acronym Matching Common terms can be defined for acronyms and easily searched within the app. (For example, when a patient searches for “throat doctor” in the application, ENT will appear in the directory.)
Of 23 medical acronyms, only 4 were correctly identified by more than half the participants.
© 2009-2015 Phunware, Inc.36 | phunware.com
Not Just Another Pretty KioskPhunware’s mobile applications can be easily extended to kiosks using 10 to 24-inch tablets. With Phunware, your digital wayfinding solutions will always be in sync—the mobile application and the tablets can be updated easily from the cloud-based Map Editor Portal.
Kiosk Savings with Phunware Phunware tablets can be deployed foras little as $200 each
Typical non-Phunware kiosks cost approximately $5,000 each
For a hospital with 10 kiosks, Phunware’s solution provides a potential cost savings of more than $45,000
© 2009-2015 Phunware, Inc.37 | phunware.com
Patient Communications
Through integrations with existing EHR Systems, Phunware provides:
Appointment reminders Appointment confirmations Appointment rescheduling Medication reminders Treatment plan reminders Treatment plan compliance monitoring
Source: Journal of the Royal Society of Medicine
40% to 80% of medical information provided by healthcare practitioners is forgotten immediately. Furthermore, almost half of the information that is remembered is incorrect.
© 2009-2015 Phunware, Inc.38 | phunware.com
Manage Patient Outreach • Event promotion • Alerts • Push notifications • Curated content
Improve and Streamline Wayfinding • Easily integrate Phunware’s app with existing
wayfinding strategies
• Easily update campus maps in the cloud to display facility closures, staff -only areas, points of interest and more
• Make informed decisions with Phunware’s advanced analytics dashboards
Phunware’s Benefits for Hospital Administrators
38 | phunware.com
© 2009-2015 Phunware, Inc.39 | phunware.com
48%
39%
31%
35%
34%
33%
32%
28%
25%
25%
Quantifying a meaningful ROI
Defining meaningful point of differentiation
Achieving marketing alignment with staff
Determining impact of healthcare reform
Defending against market encroachment
Managing and improving brand reputation
Rethinking strategies due to budget cuts
Delivering superior patient experience
Communicating consistent brand message
Implementing social media strategy
Marketing Challenges According to Hospital Executives
% of respondents
Source: Smith and Jones, 2013 Survey for Marketing Executives
Areas where mobile apps can
help
© 2009-2015 Phunware, Inc.40 | phunware.com
Checklist for Launching a Mobile App
Leverage Your Mobile Partners• Mobile companies can provide best-practices for launching
your mobile application and help you adjust your strategy as you go.
Engage the Right Internal Team
• Make sure stakeholders from all departments- typically IT, Marketing, Customer Experience, Facilities and sometime the Office of Real Estate and the Innovation Lab- are aligned on mobile strategy and spend.
• Identify a champion- the person who is responsible for measuring adoption and updating the core team.
Set a Timeline • Align all activities around a “go-live” date. Provide several
weeks for internal Q&A once the app is considered “complete” before releasing it to the general public.
Set Adoption Goals • The success of the app can be measured in both downloads and usage.
Have a Kick-Off Meeting • Ensure all stakeholders are up-to-date on the app’s functionality and how it’s launch will effect their department.
Encourage All Staff to Promote the App• Encourage staff to discuss with patients at key points in the
patient journey, such as when patients check in for their appointment.
• Ask staff to include a link to the app on their e-mail signatures.
© 2009-2015 Phunware, Inc.41 | phunware.com
Strategies for Mobile Adoption
Physical Promotion
• Place physical signs at points of entry and waiting areas throughout the facility
• Signs can include an offer like “download our app and get a free coffee in the cafeteria”
Digital Promotion
• Promote on the home page of your website (as part of the rotating carousel if you have one)• Create a mobile-specific landing page• Run banners across high-traffic areas on your website • Promote on monitors that are set up in waiting areas
PR and Media • Press release• Media day• Mentions in local print publications
© 2009-2015 Phunware, Inc.42 | phunware.com
Your App is a Success, Now What? Maintenance • Ensure compatibility with future devices and operating system updates
• Fix bugs
Working with a cloud-based vendor like Phunware takes care of these issues for you.
Roadmap • New features req. to stay relevant• High R+ D costs
Phunware reduces the burden of innovation by regularly releasing new features.
Advanced Customization • Add new, unique or advanced feature to differentiate your brand and further engage customers
Phunware’s Professional Services team has created award-winning mobile apps for the world’s largest brands, including the Olympics App, the move-used app of all time.
Stay Relevant with Content and Promotions
• Regularly update your content and promotions to stay relevant with seasonality and the needs of individual patients
Through Phunware’s Content Management and Marketing Engines, you can easily create new content (ex: Stay Healthy this Flu Season), promote events (ex: Flu Shot Clinics) and offer promotions ( 25% off chiropractic consultation).
© 2009-2015 Phunware, Inc.43 | phunware.com
For Hospitals Without anExisting Mobile App
(or hospitals that would like a new app)
Healthcare-Specific Templates
Fully customizable and come fully baked with healthcare
features out of the box.
Where to Start with Phunware?
For Hospitals with an Existing
Mobile App
SDKs of Individual Phunware Features
Can be easily integrated into existing apps.
For Hospitals Wanting Advanced Features and/ora Custom User Interface
Fully Custom Solutions
Can be created by Phunware’s award-winning Professional Services team.
© 2009-2015 Phunware, Inc.44 | phunware.com
Wayfinding Pilot Process
Mobile Strategy Session
Deliverable: Recommended Mobile Roadmap.
Physical Pilot (with or without Beacons)
Deliverable: Using beacons or indoor Wi-Fi, Phunware will create indoor wayfinding for one building (up to two floors). Patients and visitors can download the application and use it to access content and navigate through the facility. Pilots typically run for 60-90 days.
Three easy steps. Three awesome deliverables.
1
2
3
Mobile Demo App
Deliverable: A unique, branded mobile application and map for your facility.
© 2009-2015 Phunware, Inc.45 | phunware.com
Conclusion
• Improving the patient experience with mobile saves hospitals millions annually
• Phunware has successful solutions deployed in the largest US Hospitals
• Getting started is easy and low-risk with Phunware’s 3-step pilot process
Phunware’s Home to Hospital to Health solution improves patient experience
and the bottom line.