social determinants & ai1 social determinants & ai a recipe for truly personalized...
TRANSCRIPT
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Social Determinants & AI A Recipe for Truly Personalized Healthcare
Session #271, March 8, 2018, 4:00 – 5:00 pm
Mutaz Shegewi, Research Director, Provider IT Transformation Strategies, IDC Health Insights
Susan Taylor, VP & Global General Manager, Healthcare & Life Sciences, Pegasystems
Chanin Wendling, AVP Informatics, Geisinger Health System
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Mutaz Shegewi
Susan Taylor
Chanin Wendling
Have no real or apparent conflicts of interest to report.
Conflict of Interest
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Agenda• Mutaz Shegewi, IDC Health Insights
• Susan Taylor, Pegasystems
• Chanin Wendling, Geisinger Health Systems
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Learning Objectives• Contrast current population health concepts with a personalized
approach
• Identify ways in which social determinants of health can work together with artificial intelligence
• Construct care delivery programs to achieve optimal outcomes
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Leveraging the Social Determinants of Health in CRM
March 8, 2018
Mutaz O. Shegewi, MSc, MBA, MB BCh
Research Director, Provider IT Transformation Strategies
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Mutaz Shegewi, MSc, MBA, MB BCh
Has no real or apparent conflicts of interest to report.
Conflict of Interest
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Agenda
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“Accelerating” the Digital Journey
DX is the approach by which enterprises drive changes in their business models and ecosystems by leveraging digital
competencies
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Leadership Transformation
Omni-Experience Transformation
InformationTransformation
Operating ModelTransformation
WorkSource Transformation
Digital Transformation (DX) is “Multi Dimensional”
Over 60% of Organizations areJust Getting Started!
© IDC
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Digital Transformation (DX): Beyond the Impasse and Towards “Digitally-Native” Enterprises
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© IDC
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Dawn of the “DX Economy”
2017The DX Impasse
2019Getting Digital Done
2022Innovation
Realization
2027Full Digital
Assimilation
201965% of organizations will have
deployed a digital platform
201760% of U.S. organizations are
still in stage 2 or 3
202775% of organizations will have
digitally transformed
202250% of an organizations
revenue will come from digital
offerings
Healthcare DX Can No Longer Be
Ignored© IDC
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© IDC14
The Truth about People
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© IDC15
Challenging Ourselves to Question
Where is the data?
How do we deal with human behaviors, inconsistencies and engagement?
Does the analytic power exist to generate actionable advice?
How can we mitigate barriers to care?
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Non-clinical
•Lack of Housing
•Lack of Transportation
•Financial Instability
•Food Insecurity
Clinical
•Admissions
•Readmissions
•Emergency room use
Outcomes
•Cost
•Utilization
•Quality
© IDC16
Taking Multifaceted “Human” Decisions
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Knowledge
Segmentation
Communication
Measurement
Innovation
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Pillars
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© IDC
Elements
Acquisition Retention
Loyalty
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© IDC20
Channels, Technologies and Relationships
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Value of CRM
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Reality of CRMQ: Which technologies are currently driving and do you expect will drive digital transformation the most at your organization?
Mobility
IoT
CRM
Social Media Analytics & Marketing Tools
0% 10% 20% 30% 40%
26.0%
31.4%
22.5%
21.2%
32.0%
38.7%
30.4%
26.0%
Healthcare Providers(n = 2530)
Office and clinics HospitalSource: IDC, 2017 (IDC Vertical IT & Communications Survey)
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CRM Worldwide
0.00
500.00
1,000.00
1,500.00
2,000.00
2,500.00
CRM
1,610.511,761.82
1,921.542,090.85
2,271.57
SUM
OF
VA
LUE
(US$
M)
WORLDWIDE HEALTHCARE IT (SOFTWARE)
2017 2018 2019 2020 2021
Source: IDC, 2017 (IDC Worldwide Healthcare IT Spending Guide, 2016-2021)
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Understanding People
Meeting Diverse Needs
Leveraging Data and Analytics
Driving Engagement
Removing Barriers
Non-Clinical Alignment
Financial Management
Social Empowerment
Improving Outcomes
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SDOH CRM
A Unification of Ideals to Maximize Health Impact
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Mutaz O. Shegewi
Research Director, Provider IT Transformation Strategies
@TazShegewi
www.idc.com
© IDC
Comments / Q&ALeveraging Social Determinants of Health in CRM
Follow me on:
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Susan Taylor
Vice President and Global General Manager,Healthcare and Life Sciences
Pegasystems
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Patient
Factors
System
Factors
Therapy
FactorsDisease
Factors
Cost
Factors
SDOH
Attitude
Perception
MCCTolerability
Complexity
Out-of-Pocket
Cost
Severity Options
Income
DemographicCulture
Disability Administration
Duration
Distribution
Financial
TODAY’S PATIENT JOURNEY
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Time for a new patient journey
“We asked more than 5,000 patients, more than 600 physicians, and more than 500 employers …across the nation how they think about quality, service, and the cost of healthcare.”
“What we discovered is that there are fundamental differences in how they define value in health care and to whom they assign responsibility for achieving it.”
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Our recent personal health benchmark survey
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Age
Ethnicity
Gender
Income
Education
n = 1,004
Our recent health benchmark survey
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• 70% of consumers are more likely to focus on
their health and well-being when they feel
financially stable
• 61% of consumers have been inspired to
make positive changes to their health by
someone they know
• 57% of consumers say that their family and
friends (social circle) help them make better
choices about their heath
• 56% of consumers believe financial
incentives and rewards would encourage them
to make healthy choices
• 20% of consumers share their eating habits
and exercise on social media
MY HEALTH BEHAVIOR
3
1
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We see opportunity in engaging and managing relationships with a receptive audience
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2
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CHANNELS
BusinessObjectives
Retention
Service
Growth
Risk
CustomerNeeds
Consistent
Contextual
Relevant
Timel
y
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SYSTEM OF
INSIGHT
INSIGHT THAT
FINDS YOU
ACTION
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Enabling the multi-faceted patient journey
Marketing
Campaigns
Care PlansClinical
Interactions
Acquisition &
Onboarding Retention &
Adherence
Interventions
Financial
Relationship
Management
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3
6
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Chanin Wendling
AVP Informatics
Geisinger Health System
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Questions
Please complete the online session evaluation. Thank you.
Speaker Contact Information:
• Mutaz Shegewi, IDC Health Insights:
• Susan Taylor, Pegasystems: [email protected]
• Chanin Wendling, Geisinger Health System: