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GE Healthcare Camden Group Insights Blog

The Patient Experience Report Card: Gauge Your Readiness

Posted by Matthew Smith on Aug 9, 2016 3:06:45 PM

By Jeff Gourdji, Partner, Prophet and Laura Jacobs, MPH, President, GE Healthcare Camden Group

There's probably no organization in the healthcare universe that isn't at least talking about patient experience. But after interviewing hundreds of them, from small providers to massive hospital systems, we've learned that most are still struggling to attain optimal performance. They want to make patients happy, but they are unable or unsure how to achieve consistent results.

They've got legitimate reasons for lagging behind: While they all know patient satisfaction is important, many are in merge-or-die mode, which comes with a host of regulatory scrutiny. More pressing problems, such as controlling the cost of care, are demanding top executives' attention. Almost all hospital CEOs say patient experience is on their radar, making it into the top-10 list of concerns. But it rarely cracks the top three.

Smart organizations know that has to change. As the competitive landscape shifts to a world of mega-systems, patient experience will provide one of the few ways to differentiate, and ultimately succeed.

To understand the state of patient experience, Prophet and GE Healthcare Camden Group conducted intensive research among healthcare executives and created a maturity model based on our findings. We learned that most organizations fall into four broad stages of performance, and there are steps to take to transition from one stage to the next. An honest appraisal of where an organization is now is the only way to get better.

To continue reading this article in its entirety at Becker's Hospital Review, please click the button below for immediate access:

Patient Experience

Topics: Patient Experience, Laura Jacobs, Prophet

Video Overview: The State of Consumer Healthcare

Posted by Matthew Smith on May 10, 2016 1:08:56 PM

An alarming 81 percent of consumers are dissatisfied with their healthcare experience. And the more they interact with it, the less they like it.

The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare, too. The consumer is in control.

GE Healthcare Camden Group and Prophet have joined forces to assess the current state of patient experience and chart a path forward.

Watch this short animated video to learn about the findings from our study titled, “The State of Consumer Healthcare: A Study of Patient Experience,” and preview our framework and the four primary archetypes that emerged.

To visit our Patient Experience Microsite, click here

To download or stream our Patient Experience webinar, click here

To learn more about how Prophet and GE Healthcare Camden Group can help improve your organization's patient experience, email [email protected].

 

Topics: Video, Patient Experience, Prophet, Patient Experience Study, Healthcare Consumerism

Friday Fun Video: The Hospital of Tomorrow (as Imagined in the 1950s)

Posted by Matthew Smith on May 6, 2016 12:17:08 PM

This video showcases a medical dream come true from Henry Kaiser and Dr. Sidney Garfield of the Kaiser Foundation.

While many of these "dream" hospital features are now staples in every modern facility, you can't help but wonder whatever became of the sliding baby drawers (not to mention the unprotected X-Ray technician).

What part of the current hospital patient experience will remain 60 years from now? What will seem utterly ridiculous? Let's hear what you have to say in the comments section below.

 
To better understand how physical design and operational model of care will impact patients and staff in your proposed facility, please download our Design4Care case studies here:
 
Design4Care, GE Healthcare, Hospital Operations
 

Topics: Patient Care, Patient Experience, Hospital, Hospital Facilities, Health Care Quality, Design4Care, Friday Fun, Care Design and Delivery

Webinar Now Available On Demand: The State of Consumer Healthcare--A Study of Patient Experience

Posted by Matthew Smith on Apr 4, 2016 11:59:24 AM

If you were unable to attend the Prophet and GE Healthcare Camden Group patient experience webinar this past Wednesday, March 30, the webinar is now available for complimentary streaming and download.

There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.

This webinar discusses the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart, Laura Jacobs

Duration: 1:12

Recorded: Wednesday, March 30, 2016

To access the webinar, please click the button below.

Webinar, Patient Experience, Patient Satisfaction

Topics: Webinar, Patient Experience, Patient Satisfaction, Prophet

Infographic: Engaging Patients Before Their Appointments

Posted by Matthew Smith on Mar 16, 2016 12:55:23 PM

The importance of preparing patients before their appointments has never been stronger. To show why this growing trend is so valuable to any practice, LeadingReach created an infographic with 7 Reasons To Engage With Patients Before Their Appointments. The infographic provides the ten best examples of pre-appointment information that can be sent to patients to ensure satisfaction and engagement before they even step foot in the door. Take a look and find out why and how to send pre-appointment information to patients.

When it comes to patient engament and satisfaction, healthcare providers are scrambling to adapt to changing government regulations, growing consolidation pressures, and the transformation from volume to value-based care. According to the new study from Prophet and GE Healthcare Camden Group,The State of Consumer Healthcare: A Study of Patient Experience," an alarming 81 percent of consumers are unsatisfied with their healthcare experience.

Join thought leaders from Prophet and GE Healthcare Camden Group for a complimentary webinar addressing the new patient experience study. Learn more about the gap between patient and provider expectations and perceptions, and arm yourself with the ability to assess your own organization, define a successful strategy, and deliver on it.

Date and time: Wednesday, March 30, 2016 | 12:00 pm Central Daylight Time (Chicago, GMT-05:00)

Date and time: Wednesday, March 30, 2016 | 10:00 am Pacific Daylight Time (San Francisco, GMT-07:00)

Date and time: Wednesday, March 30, 2016 | 1:00 pm Eastern Daylight Time (New York, GMT-04:00)

Date and time: Wednesday, March 30, 2016 | 6:00 pm GMT Summer Time (London, GMT+01:00)

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart

Duration: 1 hour

webinar, patient satisfaction, consumer healthcare


PatientEngagement.png

Topics: Infographic, Patient Communication, Patient Engagement, Webinar, Patient Experience, Patient Satisfaction, Healthcare Quality, Prophet

WEBINAR―The State of Consumer Healthcare: A Study of Patient Experience

Posted by Matthew Smith on Mar 14, 2016 11:45:42 AM

Please join Prophet and GE Healthcare Camden Group for a complimentary webinar on Wednesday, March 30, as we discuss our recent patient experience study. There is a vital change happening in healthcare: people are demanding to be treated as savvy consumers, who deserve choices, convenience, and fair prices.

The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. As healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to succeed.

This webinar will discuss the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.

Please join us!

Date and time: Wednesday, March 30, 2016 | 12:00 pm Central Daylight Time (Chicago, GMT-05:00)

Date and time: Wednesday, March 30, 2016 | 10:00 am Pacific Daylight Time (San Francisco, GMT-07:00)

Date and time: Wednesday, March 30, 2016 | 1:00 pm Eastern Daylight Time (New York, GMT-04:00)

Date and time: Wednesday, March 30, 2016 | 6:00 pm GMT Summer Time (London, GMT+01:00)

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart

Duration: 1 hour 

Topics: Webinar, Patient Experience, Patient Satisfaction, Prophet

81% of Consumers are Unsatisfied with their Healthcare Experience, According to a New Study by Prophet and GE Healthcare Camden Group

Posted by Matthew Smith on Mar 8, 2016 11:18:00 AM

As healthcare providers scramble to adapt to changing government regulations, growing consolidation pressures, and the transformation from volume to value-based care, frustration with the patient experience is an increasing concern, according to The State of Consumer Healthcare: A Study of Patient Experience from Prophet and GE Healthcare Camden Group,” which was published today.

According to the study, which was commissioned by Prophet and GE Healthcare Camden Group, as part of their work to better understand and address the challenges of the patient experience, 81% of consumers surveyed indicate they are unsatisfied with their healthcare experience.

Furthermore, the study uncovered an extremely large gap between the experience consumers report receiving and what providers believe they are offering. In fact, the providers surveyed overestimated the overall quality of the experience they give patients by more than 20%.

“There is a misperception among providers about how well they are truly meeting consumer expectations,” said Jeff Gourdji, co-lead of Prophet’s healthcare practice. “Although they acknowledge its importance, providers are finding it challenging to focus on patient experience in the face of so many competing priorities.”

Indeed, the hospital CEOs surveyed said patient satisfaction is not currently among their top five priorities. However, Prophet and GE Healthcare Camden Group suggest that investments toward enhancing the patient experience – if done correctly – will help improve an organization’s operational efficiency and bottom line.

“The priorities of health system leadership and their patients are not in conflict. For both parties, wait time is wasted time,” said Helen Stewart, Managing Principal at GE Healthcare. “The common misperception is that focusing on the patient experience means spending less time on other cost and revenue initiatives – which doesn’t have to be the case. Investments to improve the patient experience can drive both growth and cost reduction.”

Nonetheless, as healthcare systems consolidate and the transformation of payment and care models accelerates, patient experience appears to be getting worse, not better. Between 2013 and 2014, the healthcare industry saw a 14% increase in consolidation, and a 3% decline in patient satisfaction.

“Providers are struggling to adapt to the rising culture of ‘consumerism,’ which has heightened people’s expectations. The power has shifted to the consumer in nearly every industry, and now it’s healthcare’s turn,” said Paul Schrimpf, co-lead of Prophet’s healthcare practice. “As consolidation streamlines the number of healthcare players in a market, the ones left standing and thriving will be the systems that provide a differentiated and exceptional experience for its patrons.”

Most healthcare providers are aware of the need to improve the experience. In fact, 75% of those surveyed believe the patient experience is key to their future success. The critical challenge for most is figuring out how to make meaningful improvements when faced with so many other demands on their time and resources.

To combat this challenge, Prophet and GE Healthcare Camden Group have integrated their expertise in patient experience strategy and operational and change management to create a 360-degree patient experience offering. Together, they are helping healthcare providers develop a holistic patient experience strategy that supports organizational priorities, and successfully implement a data-driven and cost-effective plan that will drive efficiencies and fix experience gaps. The offering is aimed at simultaneously improving the patient experience and impacting the health systems’ key financial targets.

“The results of our study prove that to be successful, healthcare providers need to modernize their approach to patient experience,” said Laura Jacobs, President, GE Healthcare Camden Group. “Creating better and more holistic experiences doesn’t just mean happier patients. It translates to increased capacity, lower operating costs, improved financial performance, and higher employee satisfaction and retention. For healthcare providers, the key to profitability and longevity lies in their ability to deliver a superior consumer experience.”

“The State of Consumer Healthcare” study was conducted jointly by Prophet, a global brand and marketing consultancy, and GE Healthcare Camden Group, one of the nation’s leading healthcare business advisory and activation firms. It incorporates responses from 3,000 consumers and 300 senior leaders (Vice President or higher) at healthcare provider systems that employ at least 20 physicians. More information about the study and its findings can be found at www.prophet.com/patientexperience.

Patient Experience, Study, Patient Satisfaction

Topics: Patient Experience, Patient Satisfaction, Healthcare Quality, Prophet

Uber-izing Healthcare: Applying Nowait's Philosophy to the Patient Experience

Posted by Matthew Smith on Feb 17, 2016 2:14:01 PM

By Robert Zisman, Vice President, GE Healthcare Camden Group

Most people hate waiting. If you’ve ever lived in a city like Pittsburgh (or almost any major city outside of New York and Chicago) getting a taxi used to be a challenge. First, you had to call and hope someone would pick up the phone. Maybe they would actually show up. Once they arrived (if they arrived), it likely wasn’t the most pleasant of experiences. When you finally get to your destination, like that hot new restaurant that doesn’t take reservations that you’ve been dying to try, you’re hit with the cold reality of a two-hour wait!

But along came the magical innovation known as Uber, as well as an app called Nowait. If you haven’t seen Nowait, it’s exactly that—an app for getting in line at a restaurant. It allows you to see how long the wait is and secure a spot in line all from the comfort of your couch—before your Uber arrives.

The pace of change really hit me the other day when I got off a plane and requested my personal Uber (feels very concierge). As I walked out of the airport, I saw two lines--one for Uber rides and one for taxi service. Only, there was no one in line for the taxis. I wish that I had taken a picture to crystalize that moment of a new market entrant rising to success while the other had been left in the dust, relegated to a time gone by.

Having the pain of waiting being lifted from our shoulders, it’s hard not to scratch your head when you look at other industries operating  in yesterday’s times, wondering if they will catch up or be left behind. Cable is certainly one, but one that really hits home is healthcare.

Access is a tremendous challenge in today’s environment. Getting specialist appointments can take weeks to months, even with provider organizations that advertise “same day appointments." Securing primary care appointments can often take days, weeks, or longer if you prefer a certain doctor. Even with an appointment, you may find yourself stuck in the waiting room for hours, wondering why it’s even called an appointment. Then, when you’re finally seen, your visit might only last 5-15 minutes. And the icing on the cake…you get several bills in the mail, and a huge chunk of your healthcare savings is gone.

Imagine if…Nowait entered the healthcare environment. Yes, some healthcare providers do have online scheduling, and they may even alert you when it’s time to schedule your next appointment. But what if a new technology made it possible to see the current wait times for all primary care physicians, ERs, and specialists, and you could get in line at the one of your choosing in a timeframe that suits you?

Imagine if…there was an app as easy as Trip Advisor or Zomato where you select your healthcare symptom or need just as easily as selecting your desired trip experience or cuisine. You could then see hundreds of reviews that people shared about their healthcare experiences, rating their physician and offering comments to help you make informed decisions. Yes, there are traditional websites like this out there, but news flash—the usage rate is way below that of most apps used on a daily basis.

Imagine if Uber brought surge pricing to healthcare. That’s right, I said it—and it could be a game changer for patients as well as providers. Do you want to go to the emergency room when it’s currently full if you know that you have to pay three times the normal rates? Or is your emergency not as much of an emergency, or are you willing to drive to another emergency room that is currently empty (or maybe even an urgent care center—after all, maybe it’s not an emergency)? Would this balance out supply and demand so physicians on call could see that the ER is on a three-hour backlog, and if they come in they get paid at a three times rate, thereby instantly decreasing the patient wait time?

And, what about the other aspect of Uber, such as how easy payment is. The technology understands the insurance payment, calculates the patient cost share, and collects it from a credit card on file. This would be an amazing win for healthcare providers as it would eliminate the costly administrative process and for patients who are tired of having to spend hours trying to figure out how to pay their medical bills.

It’s fun to imagine waiting less and being able to navigate the complex healthcare environment in a way that’s easier to understand while making it easy to pay a fair price for your experience.

The good news is the technology is here, and there are several start-ups out there beginning to get into this space such as Doctors on Demand, ZocDoc, and Pager. But in order to truly transform healthcare’s patient experience and access challenges, healthcare providers must adapt to these new innovations. Healthcare organizations must take a leap of faith and give up some control, create more transparency, and rethink their business models. Fortunately, the push to population health and value-based payments are driving many to reexamine their infrastructure across a broader setting to increase access, manage cost, and improve quality.

Here’s to imagining a no-wait future for everything and to wondering what we will do with all of our extra time. It may be closer than we think.


Robert_Zisman.png

Mr. Zisman leads the GE Healthcare Camden Group’s US operations team, responsible for recruiting, staffing, marketing, business development, operations and knowledge management. He also leads efforts related to 3rd party strategic partnerships and collaboration with GE Healthcare Partners consulting businesses around the world in areas such as Canada, Latin America, Europe and the Middle East. His previous roles included leading large and complex engagements focusing on improving key performance metrics such as growth, margin, quality, patient satisfaction, and sustainable results. He may be reached at [email protected].

 

Topics: Patient Access, Patient Experience, Robert Zisman

Making Patient Experience a Priority [INFOGRAPHIC]

Posted by Matthew Smith on Oct 28, 2013 4:05:00 PM

Key Takeaways:

  • 36% of patients don't get the lab tests, specialist referrals, or follow-up care they need

  • 1 in 5 Medicare patients are readmitted within 30 days

  • 64% of doctors say that non-clinical paperwork has caused them to spend less time with patients

Patient Engagement, EHR

 

Topics: EHR, Readmissions, Infographic, Patient Experience

Five Functional Requirements CIOs Need to Support Accountable Care

Posted by Matthew Smith on Mar 11, 2013 6:07:00 PM

By Daniel J. Marino, President & CEO, Health Directions

Part 2 of a 3-Part Series

ACO, Accountable Care OrganizationTaken together, the demand for cost control and quality improvement, trends in new technology, and developments in the payer landscape are pointing toward five functional requirements of an accountable care IT infrastructure. To support an accountable care enterprise, IT systems must enable providers and administrative leaders to:

  1. Coordinate patient care across multiple settings.Experts believe the lack of coordination between caregivers is responsible for a large portion of excessive costs. Poorly coordinated care leads to redundant services (such as duplicative diagnostics), medical errors (leading to additional costs) and poor overall care for patients with chronic conditions. The IT infrastructure for an accountable care initiative will need to enable strong coordination of services via information sharing between primary care physicians, specialists, hospital-based caregivers (including the emergency department), diagnostic facilities/departments, laboratories and others.
  2. Systematically improve quality and patient outcomes. There are many opportunities to improve patient care by adhering to existing evidence-based guidelines. Additional gains can be achieved by improving efficiency and implementing systems to measure, track and improve quality and outcomes. Accountable care IT systems will support providers by capturing structured clinical data, helping them adopt evidence-based medicine and incorporating clinical care plans to enable provider organizations to manage quality data for entire patient populations.
  3. Systematically reduce costs and utilization. As with clinical improvement, gains in cost control and efficiency can be achieved by reducing redundant processes and using data analysis to identify savings opportunities. The IT infrastructure for an accountable care initiative will support adherence to efficient clinical and administrative processes and enable financial leaders to use data to identify the cost of care and improve financial performance.
  4. Incorporate patients in the information loop. Patient compliance is a major obstacle to effectively managing the cost of chronic disease and improving clinical outcomes. Effective IT systems will support accountable care efforts by enhancing patient communication, engagement and monitoring. For instance, clinical outcome tracking around chronic disease management will enable organizations to create patient-focused clinical outreach programs designed to encourage patient compliance.
  5. Identify and enhance managed clinical value. First-generation accountable care initiatives are concentrating on securing additional revenue from government and commercial shared savings programs. Second-generation initiatives will work to tie clinical outcomes to the cost of delivery of care with the goal of negotiating performance-based managed care contracts. To support this goal, accountable care IT systems must develop increasingly powerful capabilities for storing, mapping and analyzing clinical and claims data from the entire range of clinical and administrative systems.

Hospital CIOs can significantly narrow the scope of IT planning by focusing on the five functional requirements of an accountable care infrastructure. However, these functional objectives do not answer every question about IT design. CIOs still have the challenge of creating an infrastructure that supports the hospital’s specific goals and tactics. The ultimate decision parameter in the IT development process is the hospital’s unique accountable care strategy.

Basic questions include:

  • Will your organization lead an accountable care enterprise or participate in someone else’s? The answer will determine how you manage connectivity and create data management capabilities.
  • Which other entities will the accountable care enterprise interact with and how? The further the network reaches, the greater attention you will have to pay to interoperability issues.
  • What is the hospital’s model for collaborating with physicians? Depending on whether providers are organizing as an integrated delivery network (IDN), a physician-hospital organization (PHO), an independent practice association (IPA) or some other structure, you will need to take a different approach to coordinating EMR systems. This decision will also drive an organization’s hospital and physician integration strategy.
  • What governance model is in place to help drive decision making? Since working toward accountable care requires building on defined strategies, a strong physician-hospital leadership governance model is critical to providing direction and support for IT decisions.

The CIO’s job is to build an IT infrastructure that delivers core functionalities in a way that supports the hospital’s accountable care strategy with regard to physicians, other provider entities, payers and the market. The key to creating an IT system that delivers on hospital strategy is to understand the different components of an accountable care infrastructure.

Clinical Integration, CI, Physician Alignment

Topics: ACO, Clinical Integration, CIO, Accountable Care Organizations, Patient Experience, Hospital Technology, IT, hospital consulting

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