The Individual Healthcare Experience
An IDC eBook, sponsored by Red HatThe IndividualHealthcare ExperienceRESEARCH BY:Jeff RivkinResearch Director,Payer IT Strategies, IDCJune 2021 IDC Doc. #US47506621
The Individual Healthcare ExperienceNavigating this eBookClick on titles or page numbers to navigate to each section.Executive Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Key Processes for Patient Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Key Technologies for Patient Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Aspects of the Individual Health Experience . . . . . . . . . . . . . . . . . . . . . . . . . 5Key Considerations in Buildinga Patient Experience Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15The Individual Health Experience Defined. . . . . . . . . . . . . . . . . . . . . . . . . . . .The Differences Between Consumer and Patient . . . . . . . . . . . . . . . . . . . 6The Differences Between Experience and Engagement . . . . . . . . . . . 7Consumer Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8Key Processes for Consumer Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Key Technologies for Consumer Experience . . . . . . . . . . . . . . . . . . . . . . . . . 10Key Considerations in Buildinga Consumer Experience Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Patient Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US4750662112Patient Engagement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16Key Processes for Patient Engagement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Key Technologies for Patient Engagement. . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Key Considerations in Buildinga Patient Engagement Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Essential Guidance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20About the Analyst. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Message from the Sponsor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
The Individual Healthcare ExperienceExecutive SummaryThe experience that consumers have in the healthcare ecosystemdrives their selection of payers and providers, and frankly,their health.In healthcare, there are nuanced differences between a consumerand a patient. In this eBook, IDC Health Insights discusses thephrase individual health experience to incorporate both theconsumer and patient perspectives and differentiate betweenexperience and engagement.This IDC Health Insights eBook, sponsored by Red Hat, definesthree dimensions of the individual health experience and thebusiness and clinical value that can be tengagementThe key processes, the technologies, and capabilities requiredare identified.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents3
The Individual Healthcare ExperienceThe Individual Health Experience DefinedIDC Health Insights has defined the individualhealthcare experience as having three dimensions:Frictionless,seamless experienceConsumer experience: Shopping, selecting,and paying for care and insuranceConsumerexperiencePatient experience: Arranging andreceiving carePatient engagement: Active participationof patients in their careAn individual’s health experience is not linear; the healthjourney flows among each dimension, as depicted by thegraphic. At any given time, an individual can be active inmore than one dimension. A person may also have multiplehealth journeys happening simultaneously. The outer ringaround each dimension depicts the desired clinical and/orbusiness outcome.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Improved patientadherenceand iencePatientacquisition,retention, loyaltyPatientexperienceTable of Contents4
The Individual Healthcare ExperienceAspects of the Individual Health ExperienceEach of the three dimensions includes:Frictionless,seamless experienceKey s requiredto support each processSome technologies and capabilities are necessaryin all three dimensions, such as analytics and mobile devices.What may change is how the technology is applied or whatcapabilities it enables.Improved patientadherenceand outcomesPatientengagementIDC eBook, sponsored by Red HatJune 2021 IDC Doc. quisition,retention, loyaltyPatientexperienceTable of Contents5
The Individual Healthcare ExperienceThe Differences BetweenConsumer and PatientThe patient journey lacks many of the characteristics of a conventional consumer journey. To highlighthow the two journeys diverge, IDC Health Insights developed the Individual Health Experience framework.Perhaps the most important difference is this: Individuals lack the total freedom to consume healthcaregoods and services based on their personal preferences.When interacting with the healthcare ecosystem, a person can take on multiple roles, often at the same time:Consumer:Patient:Receives care in a conventional healthcare setting,virtually via an online video or telephone visit, orat homeResearches options for where and what typesof care to receive, or which health plan to selectfor insurance coverageSome other differences:Limited choice inbenefit plan basedon employer and/orgovernment offeringLimited choice ofwhere to receivecare based onbenefit designLack of pricesensitivity andtransparency removesprice from selectioncriteria for a providerLack of metricsto establishbrand qualityLimited medical knowledgefrom which to determine atreatment plan and assessthe clinical quality of careTo do microanalysis on the capabilities and the technology in this hybrid area, IDC determined that this deeper taxonomy was required.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents6
The Individual Healthcare ExperienceThe Differences BetweenExperience and EngagementExperience:Engagement:Experience is measured against consumer and/orpatient expectations.Engagement in healthcare is measured bythe level of patient activation and measurableoutcome improvements.Did the interaction:Is the patient:Is something personally encountered thataffects or provides knowledge through directobservation or participation.Result in the expected outcomein a timely manner?Occur in the preferred channel?Result in a recommendation?IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Requires ongoing participation on the part ofthe consumer and/or patient.Complying with assigned tasks?Meeting milestones?Demonstrating improved outcomes?Table of Contents7
The Individual Healthcare ExperienceConsumer ExperienceThe consumer is defined as the patient him or herself, the subscriberof an insurance policy, a parent, a caregiver, or a power of attorneydelegate for a patient.Consumers might engage in:Shopping for care and providersShopping for insuranceEnrolling and paying for insuranceManaging a claimProviding customer service (excludes care)Paying for services (for a patient)KEYTECHNOLOGIES:BUSINESSVALUE: Portals Member loyalty Websites Member satisfaction Mobile devices Controlled cash flowPaying for services (via an insurance company)IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents8
The Individual Healthcare ExperienceCONSUMER EXPERIENCEKey Processes forConsumer ExperienceShop for, purchase,and subscribeto insuranceShop for aprovider, facility,or and paymentAdministrativesupportBeing a consumer of healthcare insurance involves front-facing processes and workflows across allthe processes above. Although these processes are presented as linear, care events are dynamic,and processes may change as the patient’s needs change. These processes will be used asconsumers re-enroll or change insurance plans, need services or care, and then must pay, appeal,or follow up with subsequent administration or care.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents9
The Individual Healthcare ExperienceCONSUMER EXPERIENCEKey Technologies for Consumer ExperienceThree technologies span all the processes: self-serve portals, websites, and mobile applications.These digital front doors offer the functionality to shop, set up care, receive care (telehealth), andfollow up administratively. The core of any successful consumer experience is the ability to easilyaccomplish what the consumer sets out to do.TECHNOLOGIESMember/broker portalMember portalMember portalMember portalWebsiteWebsiteAlerts & remindersAlerts & remindersMobile appsMobile appsTelehealthMobile appsShop for, purchase,and subscribeto insuranceIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Shop for aprovider, facility,or and paymentAdministrativesupportTable of Contents10
The Individual Healthcare ExperienceCONSUMER EXPERIENCEKey Considerations in Buildinga Consumer Experience SolutionDE S I R EDACTI ONT E C HN I CALR E QU IR EMEN TC ON S U MERE X P ER I EN CEEngageIntegrateRecommendOver Preferred ChannelRelevant ContentNext Best ActionPatient data integration(historical and real time)Intelligent automationData servicesIn-memory cachingOmnichannel supportDecision engine (rules,optimization, event processing)Data transformationBusiness processesAPI managementArtificial intelligence (AI)/machine learning (ML)algorithmsData processingPreregistrationMobile device integrationPreauthorization, referralseHealth record linking orprior record requestSocial single sign-onIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Care team choice: providersearch, specialty, pharmacyData abstractingAppointments, Rx alerts,and remindersEducation via member/patient portalTable of Contents11
The Individual Healthcare ExperiencePatient ExperiencePatient experience begins when a person realizes a need to arrangeand receive care and acts on this based on preexisting knowledge,expectations, communication methods, and access to a service.A patient arranges and receives care with setexpectations and observations made from directpatient care events, encounters, interactions,processes, and outcomes.To meet expectations, patient experience relieson providers.Patients leverage their awareness of touchpoints or discoverthem to interact with the healthcare provider, with the aim ofalleviating any manifested or emerging care needs.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621KEYTECHNOLOGIES:BUSINESSVALUE: Open access scheduling Patient retention Customer relationshipmanagement andanalytics Patient acquisition Patient loyalty Patient surveys andfeedback toolsTable of Contents12
The Individual Healthcare ExperiencePATIENT EXPERIENCEKey Processes for Patient llow-upThe way the patient experience materializes will be influenced by ongoing observations andperceptions of the patient’s journey across the continuum of care and beyond. The processes,while delineated, can be thought of as perpetual, in that patient experience can and will beinfluenced beyond follow-up and upon referral or recovery in the transition period.Therefore, it is vital that any technologies deployed and capabilities enabled reflect a meticulouseffort to understand the patient as a person, with the aim of humanizing the experience.Humanizing patient experiences necessitates integrated strategies with patient-centric andconsumer-friendly designs which, along with an effective patient engagement strategy, elevateindividuals to meet their clinical, social, economic, and behavioral health needs.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents13
The Individual Healthcare ExperiencePATIENT EXPERIENCEKey Technologies for Patient ExperienceEffective communication, access to information, and meaningful relationships serve as the focalpoints for technology adoption and deployment. A successful patient experience should elevate thequality of what happens and rationalize where and how often it happens.TECHNOLOGIESPatient portalTelehealthInteroperability& health informationexchangePatient portalWebsiteKiosksClinical analyticsPatient messaging& outreachMobile appsContact centerPatient education& medical informationMobile appsInitiationIDC eBook, sponsored by Red HatJune 2021 IDC Doc. ble of Contents14
The Individual Healthcare ExperiencePATIENT EXPERIENCEKey Considerations in Buildinga Patient Experience SolutionDE S I R EDACTI ONT E C HN I CALR E QU IR EMEN TC ON S U MERE X P ER I EN CEEngageIntegrateRecommendOver Preferred ChannelRelevant ContentNext Best ActionPatient data integration(historical and real time)Intelligent automationData servicesIn-memory cachingOmnichannel supportDecision engine (rules,optimization, event processing)Data transformationBusiness processesAPI managementArtificial intelligence (AI)/machine learning (ML)algorithmsData processingRegistrationClinical documentation viamobile device/voiceVirtual intakeSchedulingCoding and billingCenters for Medicare &Medicaid Services rule:approximate cost estimateLongitudinal records, summariesIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621eRxData abstractingPostcare instructions,clinical and self-caresuggestionsAppointments, Rx alerts,and remindersDiagnostic suggestionsTable of Contents15
The Individual Healthcare ExperiencePatient EngagementEffective patient engagement occurs by actively involving patients in theircare through campaign outreach, shared goals, and personalized wellness/care plans to improve specific health conditions and monitor outcomes.Elements include:Identifying patient needsEstablishing shared/personalized health goalsKEYTECHNOLOGIES:Deploying services and technology as neededMonitoring and dynamically adjusting planbased on changing needsProviding omnichannel communication Analytics and AI Patient communications WorkflowBUSINESSVALUE: Improved patient complianceand outcomes Improved patient satisfaction Patient loyaltyOffering access to digital and in-personeducation/coachingIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents16
The Individual Healthcare ExperiencePATIENT ENGAGEMENTKey Processes forPatient EngagementEstablishprogram andidentify patientsOutreach/enrollmentCare plandeploymentCare planmanagementEvaluationPatient engagement includes both campaign outreach for general health reminders like flu shots as well aspersonalized care plans that include shared goals and activities to support patient self-management.An integrated care plan should be used for the highest risk and most vulnerable patients. The care planshould, when needed, represent a strategy to meet clinical, social, economic, and behavioral health needs.Analytic rigor is essential to evaluate program results.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents17
The Individual Healthcare ExperiencePATIENT ENGAGEMENTKey Technologies for Patient EngagementThere are three key technologies that span these processes: analytics and AI, workflow, and patientcommunication. The core of successful patient engagement is access to comprehensive patientdata and advanced analytics such as AI and machine learning.As processes move to the right, the introduction of digital technology becomes important.TECHNOLOGIESIntegrated data platformIntegrated data platformIntegrated data platformIntegrated data platformAI & machine learningAI & machine learningAI & machine learningAI & machine ishprogram andidentify patientsIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Outreach/enrollmentCare plandeploymentCare planmanagementEvaluationTable of Contents18
The Individual Healthcare ExperiencePATIENT ENGAGEMENTKey Considerations in Buildinga Patient Engagement SolutionDE S I R EDACTI ONT E C HN I CALR E QU IR EMEN TEngageIntegrateRecommendOver Preferred ChannelRelevant ContentNext Best ActionPatient data integration(historical and real time)Intelligent automationData servicesOmnichannel supportDecision engine (rules,optimization, event processing)In-memory cachingData transformationBusiness processesAPI managementArtificial intelligence (AI)/machine learning (ML)algorithmsData processingData abstractingIntegrated, dynamic care planVirtual triageC ON S U MERE X P ER I EN CEScheduling (ongoing)TelehealthEnrollment: health plan, carecohorts, coaching, care plancoordinatorDigital coaching: clinician,health coachMessaging: email, chat, videoIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Social health platform:peer support (chat, video),education materialsPerformance management,population health analyticsProvider feedbackCenters for Medicare &Medicaid Services rule:health record sharingTable of Contents19
The Individual Healthcare ExperienceEssential GuidancePrioritize the individual’s health experience and recognize that the keys are convenience,continuity, and personalization across all interactions with the healthcare ecosystem.Bear in mind that elevating the individual’s healthcare experience requires a strategic mix oftechnologies and capabilities across the different processes that reflect a unified, patientcentric, and consumer-driven design. This requires the implementation of the digital front door.Break down the silos of consumer/patient-facing technologies. Deploy open architectures,API-enabled sharing, and interoperability within your enterprise and extend it to others in theecosystem as demanded.Acknowledge that many of the required technologies, such as integrated data, AI, and outreachtools, support various capabilities across all the dimensions.An enterprisewide, comprehensive, 360-degree view of an individual’s data is the key toseamless interactions with consumers/patients and building sustained loyalty.Consider how, when, and where a feedback loop fits within your overall strategy and ensurethat the technology partner can operationalize it.IDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents20
The Individual Healthcare ExperienceAbout the AnalystJeff RivkinResearch Director,Payer IT Strategies, IDCJeff Rivkin is Research Director of Payer IT Strategies for IDC Health Insights. In this role,Jeff is responsible for research coverage on payer business and technology priorities,constituent and consumer engagement strategies, technology and business implicationsfor consumer engagement, front, middle and back office functions, value-basedreimbursement, risk, and quality-based payment and incentive programs, among othertrends and technologies important to the payer community.More about Jeff RivkinIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents21
The Individual Healthcare ExperienceMessage from the SponsorRed Hat’s open source innovation is helping healthcare organizations deliver an individual healthcareexperience that is: Customizable: To meet the demands of new or evolving internal initiatives; and/or react to real-timeevents with relevant information at the point of care or need. Scalable: for a consistent and contextual experience with rapid innovation leveraging hybrid clouddeployment Flexible: to make changes quickly, such as facilitating and operationalizing a feedback loopRed Hat leverages a repeatable framework that is based on proven Red Hat customer best practices.It can be easily integrated with multivendor AI with decisioning logic for greater personalization, stakeholdercontrol, and transparency. This prescriptive approach delivers a faster time to value.Discover Red Hat’s Flexible and Open ApproachIDC eBook, sponsored by Red HatJune 2021 IDC Doc. #US47506621Table of Contents22
This publication was produced by IDC Custom Solutions. As a premier global provider of market intelligence, advisoryservices, and events for the information technology, telecommunications, and consumer technology markets, IDC’sCustom Solutions group helps clients plan, market, sell and succeed in the global marketplace. We create actionablemarket intelligence and influential content marketing programs that yield measurable results.@idc@idcidc.comIDC Research, Inc.140 Kendrick StreetBuilding BNeedham, MA 02494, USAT 1 508 872 8200 2021 IDC Research, Inc. IDC materials are licensed for external use, and in no way does the use or publication of IDC researchindicate IDC’s endorsement of the sponsor’s or licensee’s products or strategies.Privavcy Policy CCPA
Key Processes for Consumer Experience Being a consumer of healthcare insurance involves front-facing processes and workflows across all the processes above. Although these processes are presented as linear, care events are dynamic, and processes may change as the patient's needs change. These processes will be used as
May 02, 2018 · D. Program Evaluation ͟The organization has provided a description of the framework for how each program will be evaluated. The framework should include all the elements below: ͟The evaluation methods are cost-effective for the organization ͟Quantitative and qualitative data is being collected (at Basics tier, data collection must have begun)
Silat is a combative art of self-defense and survival rooted from Matay archipelago. It was traced at thé early of Langkasuka Kingdom (2nd century CE) till thé reign of Melaka (Malaysia) Sultanate era (13th century). Silat has now evolved to become part of social culture and tradition with thé appearance of a fine physical and spiritual .
On an exceptional basis, Member States may request UNESCO to provide thé candidates with access to thé platform so they can complète thé form by themselves. Thèse requests must be addressed to esd rize unesco. or by 15 A ril 2021 UNESCO will provide thé nomineewith accessto thé platform via their émail address.
̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions
Dr. Sunita Bharatwal** Dr. Pawan Garga*** Abstract Customer satisfaction is derived from thè functionalities and values, a product or Service can provide. The current study aims to segregate thè dimensions of ordine Service quality and gather insights on its impact on web shopping. The trends of purchases have
Chính Văn.- Còn đức Thế tôn thì tuệ giác cực kỳ trong sạch 8: hiện hành bất nhị 9, đạt đến vô tướng 10, đứng vào chỗ đứng của các đức Thế tôn 11, thể hiện tính bình đẳng của các Ngài, đến chỗ không còn chướng ngại 12, giáo pháp không thể khuynh đảo, tâm thức không bị cản trở, cái được
Le genou de Lucy. Odile Jacob. 1999. Coppens Y. Pré-textes. L’homme préhistorique en morceaux. Eds Odile Jacob. 2011. Costentin J., Delaveau P. Café, thé, chocolat, les bons effets sur le cerveau et pour le corps. Editions Odile Jacob. 2010. Crawford M., Marsh D. The driving force : food in human evolution and the future.
Le genou de Lucy. Odile Jacob. 1999. Coppens Y. Pré-textes. L’homme préhistorique en morceaux. Eds Odile Jacob. 2011. Costentin J., Delaveau P. Café, thé, chocolat, les bons effets sur le cerveau et pour le corps. Editions Odile Jacob. 2010. 3 Crawford M., Marsh D. The driving force : food in human evolution and the future.
