Download - Top 10 eHealth trends and best practices
Content Management Evolution 2014: Portals, Mobile, Social
Top 10 Healthcare Trends
for improving customer experience
Madrid, 11th of March 2014
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
Index
1. Current environment
2. The eHealth response
3. Healthcare Trends
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
Current health system unsustainable in mid term
Estrategia de Telefónica en eHealth. Congreso eSanidad
Top 10 Healthcare Trends for improving customer experience
e-patient
e-health
e-doctor e-insurance
New physician-patient relationship 71% of Spanish patients search about their health mainly online. It´s the information key source for 79% (1)
New relationship Internet is their main source of information (87%) (1)
New strategies Patients, physicians
Self-management, prevention and Telemedicine Increasing use relationship channel with insured, patients and physicians, as well as healthcare services.
(1) Google Spain eHealth Survey
New main channels Important in relation with patients and doctors, as well as health provision
e-hospital
Changing model: new eHealth ecosystem
cesaralonso.com
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
New needs… and new healthcare model
“Physician
centric”
Physician as
gatekeeper
Reactive (“Visit to visit”)
Healthcare
“Patient
centric”
Physician as a
valuable
advisor
Proactive (Continuous tracking)
Freedom and
autonomy
From a model… ...to a new model
eHealth provides a new healthcare model based on patient autonomy and responsibility recovery.
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
Classical concept of doctor-patient relationship
http://www.dirjournal.com/health-journal/patient-empowerment-how-not-to-fall-victim-to-a-hospital-mistake/
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
New empowered ePatient
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
Innovating and being more efficient with the help of ...
eHealth
mHealth
Telemedicine
Connected Health
Health 2.0
Healthcare Social Media
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
Healthcare Trends
#1 Big
#2 Personal
#3 Social
#4 Mobile
#5 Fun
#6 Open
More healthcare trends
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
# 1 Big
Data
Silos
Value
Relevant
Context
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
# 2 Personal
Devices
Local
Consumer centricity
Patient empowerment
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
# 3 Social
Social Media
Share
Collaborate
Community
Socialnomics
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
# 4 Mobile
Ubiquitous
Context
Relevance
Geolocation
Moment of truth
Apps - Responsive - Mobile first
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
# 5 Fun (Gamification)
Engage / loyalty / fans
Goals
Feedback
Points, badges and leaderboards
Fresh, fun and frecuent
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
# 6 Open
Standards
Collaboration
Integration
Interoperability
Liquid
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
More Healthcare Trends
#7 Predictive
#8 Secure
#9 Behavioural
#10 24h monitoring
Extra: Consumerization - retailization
Top 10 Healthcare Trends for improving customer experience cesaralonso.com
Thank you…
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