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Carina Fairfield

on 29 April 2014

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Transcript of Medical

PwC Health Research Institute Report: Trends Surrounding Customer Experience in the Healthcare Industry
A nonprofit medical practice and medical research group
the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy
Mayo Clinic
Tuesday, April 29, 2014
Villanova Medical
A teaching hospital
University of Toledo Medical Center
a medical school and teaching hospital in Toledo, Ohio
established in 1872
part of the University of Toledo and greater Toledo area
3 hospitals, all located on the University of Toledo Health Science Campus in south Toledo
combined capacity of 320 beds.

SPECIAL ADDITION: The Customer Experience
What is the Customer Experience?
Conveniences and Services
valued from
healthcare providers
69% for facilities that offer
multiple services
in one location
65% appreciate the ability to exchange information through
online and mobile channels of


57% place a high value on
patient education
they receive during a visit.
53% place a high degree of value on the cafeteria and access to
and other entertainment

Entities valued from

health insurers:

choice of physicians
and quick claims payment
87% value
of over 90 percent of providers
60% seek claims processing within two weeks of service
49% want information provided to them in both
paper and online formats
43% value website content that provides information about providers and plan information.
Consumer perceptions built across many channels
in person
on the phone
non-traditional settings (mobile devices and retail health clinics)
non-clinical elements:

convenience, customer service
staff attitude

Personal experience

is the top reason for choosing a doctor or hospital
"more than two and a half times more important than to consumers in other industries"

Determinants of Experience
Healthcare consumers are significantly
less forgiving

after a


health care provider experience than other industries
Staff attitude
was cited as the main contributor to

positive experiences
“nearly twice as likely as those in the airline, hotel, and banking industries to say that

staff friendliness and attitude

dictate whether the experience was positive or negative”

Mission statement:

“To inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education and research.” AND “The needs of the patient come first”
Conveniences and Services
clinic locations
70+ communities in Iowa, Minnesota and Wisconsin
Mayo Clinic Care Network
25 health care systems
“centerpiece” of its “evolved health care delivery model.”
enables Mayo clinicians to work with local doctors to keep some patients closer to home for care and direct more complex cases to one of three Mayo hospital centers
served 7 million patients within last year
conduct research on most diseases
grad and med schools, as well as health sciences and professional development schools
Overall Feedback and Experience
Personal Experience:
Hip replacement with complications, a great experience for everyone involved

“Mayo Clinic defines quality as a comprehensive look at all aspects of a patient's experience. Mayo Clinic patients seek excellence in care, medical knowledge, experience and technology.”

“Quality at Mayo Clinic involves the totality of a patient's experience, from the first phone call to the last appointment.”

In 2014, FORTUNE named Mayo Clinic to its 17th annual 100 Best Companies to Work For list. In its 11th consecutive year on the list, Mayo Clinic was ranked No. 53.

Customers reported that their experiences were "excellent"

Numbers and Facts
Net income rose 55% at the Mayo Clinic during 2013
Rochester-based system of hospitals and clinics treated more patients and attracted more in donations
Broad and increasing downward pressure on revenues for the work the Mayo clinic does from:
The sequester
Impending changes with the Affordable Care Act
The market in general from commercial payers
CEO Dr. John Noseworthy said, “ facing that, we need to manage our growth and manage expenses.”
Overall Feedback and Experience:

57% of respondents rated the UTMC highest or high compared to national average of 70%
15% gave it the lowest rating compared to 8% of the national average on a survey of overall experience
61% would definitely recommend UTMC to family and friends (national average 71%)
12% would definitely not (national average 5%)
UsNews across all other measurements was average
pain management
helpfulness of staff
clean facilities etc.

Medical Malpractice:
Botched kidney transplant
Multiple lawsuits over past decade
An American Retailer and Healthcare company
Conveniences and Services
8,221 drugstores
work site health centers
home care facilities and specialty
institutional and mail service pharmacies
Filled 784 million prescriptions in fiscal year 2012
Take Care Health Systems
manages 715+ convenient care clinics at Walgreens drugstores and health and wellness centers on the campuses of large employers
Overall Feedback and Experience

An American Retailer and Healthcare company
CVS Caremark Corporation
Mission Statement

Conveniences and Services cont.
ExtraCare Card
Development with
“day of”
coupon machine
Personalized message
to ExtraCare members with email offers
Online dashboard with reward status, online pharmacy & status, and
personalized offers
Mobile App
Mobile wallet
Real time inventory of stores
Drug interaction checker
Personalized circular
Pharmacy Adviser program
• Integrates retail and PBM

Face to face consultations
for chronic diseases when filling a prescription
• Phone call when mail delivery
Conveniences and Services
Operating Segments
CVS/pharmacy services
7,600 pharmacies - "store clustering"
Online pharmacy
Caremark Pharmacy Services

pharmacy benefit management (PBM)
~2/3 of all prescriptions with Managed Medicaid and Medicare D
Caremark is second largest PBM for these plans (Barclays)
Maintenance Choice
: flexibility to pick up maintenance medications at any CVS retail pharmacy
56 specialty pharmacy division
: complex medications for serious diseases
650+ retail-based health clinic subsidiary for non-acute services
Patients with chronic diseases in current struggle with a shortage of primary care physicians
In an effort to keep kids out of hospitals and reduce healthcare costs,
Jerry the Bear
to help kids manage diabetes.
Novartis AG
sealed more than $20 billion in deals to sell and exchange businesses with
GlaxoSmithKline PLC
Eli Lily & Co.

plans to pursue a bid for U.K. rival
, a pact would create a drug giant and come amid a rush of deal-making, particularly in healthcare.
Business in Healthcare
Overall Feedback and Experience

drive toward specialty and making people make successful transitions onto new therapies” –GSW Worldwide
CVS is poised to benefit when changes expected with healthcare reform hit in 2014 (i.e., more insured patients in a world with too-few physicians)" -
Fortune 500
Market Research
SWOT Analysis
Financial Attributes
Partnership with Villanova University
Personal athletic backgrounds
Carina's research and network (chemistry department chair)
Very competitive local landscape
High start up costs
Recruiting doctors
Personal connections with athletes
Working with athletes across local colleges and high schools
Affordable Care Act
Local and established sports doctors
John M. McShane
Affordable Care Act
Quality Assurance
Volume of patients with complex diagnoses and procedures successfully treated
Safety record of the institution
Amount of time spent with each patient
Making sure each patient is treated with respect and kindness
Making sure appointments are on time
Ensuring all test results and other patient information are available to every doctor whenever they are needed
Mission Statement:
“The mission of The University of Toledo Medical Center is to improve the human condition by providing patient-centered, university-quality care. In partnership with UT, The University of Toledo Medical Center continuously strives to develop and incorporate advancements in health care knowledge to improve the safety and quality of patient care.”
Mission Statement:
To be the most trusted, convenient multichannel provider and adviser of innovative pharmacy, health and wellness solutions, and consumer goods and services in communities across America. A destination where health and happiness come together to help people get well, stay well and live well.
WSJ: "For Young Athletes, Injuries Need Special Care" - January 6, 2014
Team sports including football and soccer saw injuries rise by 22.8% and 10.8%
prevent affecting the growth plate—the area of growing tissue near the end of long bones in children and teens
More than 3.5 million children a year receive treatment for sports injury, according to Stop Sports Injuries, a campaign whose backers include the American Orthopedic Society for Sports Medicine
High-school athletes account for an estimated 2 million sports injuries each year
Concussions account for about 15% of youth sports injuries, experts say many sports carry risks for musculoskeletal injuries
Fivefold increase since 2000 in the number of shoulder and elbow injuries among youth baseball and softball players, according to Stop Sports Injuries
We seek to provide personalized patient care services for children and teen athletes focusing on rehabilitation services and extending beyond to the health and well-being of the whole child. Our diverse team of pediatric specialists, sports-certified physical therapists, and physicians persist to facilitate a quick and safe return to the enjoyment of sports through ongoing education and training.

physical therapy
after injury and surgery
pediatric patients may do higher repetitions with lower resistance to avoid hurting growing bones, muscles and tendons
encouragement and support
for kids upset to be sitting out of a beloved sport
pediatric clinics to offer
classes and programs
to help kids improve sports performance while avoiding injury
nutrition counseling to reduce injury
Start up costs:
Year 1: 1.8 million
Year 2: 1.2 million
Year 3: 1.2 million
High expenses due to insurance and initial capital investments
(buildings, beds, medical equipment, staff, facilities)
Funded in part by Villanova University and investors
Enhancing the Customer Experience
Nutritionally conscious cafe
State of the art equipment
1-week staff training targeted at energizing the staff and a united approach towards treating child patients (psychological, physiological, etc.)
Design a regimen children can perform at home or at a local fitness facility if needed after insurance coverage ends
Parent Services
Variety of Insurance Companies Accepted
Our Team

CEO: Tyler Jensen CFO: Andrew Prephan CMO: Victoria Waldo COO: Carina Fairfield
Cats vs. Birds: The Dilemma
Empowerment Techniques Attract Top Notch Employees
Full transcript