LinkedIn provides us with a comprehensive database for current healthcare catchphrases, buzzwords and overall jargon. The hype is real. You must blog it, say it, present it and market it, or you aren’t current with the times in this ever-evolving industry.
Look up “patient experience” and note how almost every healthcare provider is, at least at a baseline marketing level, using this term to describe a better customer experience. Then quickly ask a friend if they have ever heard of or been through a formal “patient experience” program that delivered value to them.
Next, search “health outcomes.” Hard to find someone in the healthcare industry that isn’t banging this drum. Most will agree that outcomes data is the key to performance accountability, but many of us still aren’t sharing this information. Data transparency that shows both strengths and weaknesses is needed here. Less talk, more sharing.
We can’t forget about “value-based care.” Referring to this phrase at least shows awareness around the current fee-for-service model being outdated. The problem seems to be that most healthcare providers have a hard time determining where they fit into the VBC equation. Michael Porter’s definition of value-based care seems to simplify the overall concept for all stakeholders to better understand. “Value = Health outcomes that matter to patients / Cost of delivering the outcomes.” Unfortunately, this has not translated well for our current healthcare system because the incentives are not focused on actual patient outcomes.
Another current favorite buzzword is “analytics.” This ambiguous term seems to be replacing the popular use of “data” to describe today’s top healthcare priority. Offering analytics solutions that lack operational or clinical value are being exposed more and more frequently. If you don’t have an actual working analytics platform, then don’t tell us about it yet. Also, most systems rely on some version of Microsoft Power BI or related software service. The value isn’t in your software, it’s in your methods and processes that allow you to capture your data in the first place!
Implementing a scoreboard that shares performance metrics can provide informative findings. “Patient experience”, “health outcomes,” and “value-based care” can all be measured and then shared on a meaningful scoreboard. This approach drives performance accountability and provides transparency to the actual customers spending the dollars to achieve desired healthcare results.
Here is a breakdown of how a scoreboard can be successfully implemented by a healthcare provider to better appeal to data-driven patients.
·Patient Experience: Real-time customer service scores (Star Rankings, etc.), Net Promoter Scores (Service Loyalty Score), Access-to-Care logs (Average Wait Times, 24/7 Phone calls, Virtual Interactions).
·Health Outcomes: Clinical Intervention Measurements, Hospital/ER Avoidance Measures, Therapy Adherence Metrics, Nurse Infusion Access Scores, Adverse Event Reports.
·Value-Based Care: Healthcare consumers (patients / payers) are becoming more sophisticated in their shopping. As a result, patients and insurance payers are demanding more for their dollar.
The competitive marketplace dynamics are starting to expose healthcare providers that aren’t adapting to this new performance-metric driven world. In value-based care relationships, there is no hiding. Your organizational strengths and weaknesses are reported and shared. Developing a clear and accurate scoreboard keeps both patients and providers working towards the same end.
In the specialty pharmacy and home infusion world, this has translated into a new model. Heritage Biologics has developed a Rare Disease Outcomes Management (RDOM) program that offers the nation’s first value-based pharmacy program. Gone are the days when a pharmacy just fills a prescription. Heritage’s comprehensive RDOM program involves providing access to 24/7 nursing, a pharmacist, vascular imaging technologies and even virtual care environments to ensure patients have all the clinical resources needed to reach their agreed upon “value” measures.
By using a scoreboard to share actual performance metrics healthcare providers can empower patients with the data that allows for proper analysis to take place. “Analytics” become more powerful when they are pulled together in a format that is easy for customers (patients) to digest. Along these same lines, Dr. Robert McNutt offers expert insights in his new book titled “Your Health, Your Decisions.” This guide aims to help patients become informed decision-makers and active participants in making healthcare choices. He explains that “Just because we have lots of information does not mean we have the information that means a lot.” A quick reminder to us all in healthcare that maybe a little more thought should go into our jargon selection in this sea full of buzzwords.
If you can’t articulate the actual score or ranking behind a buzzword yhttps://cdn2.hubspot.net/hubfs/1646843/Scoreboard.jpgou are marketing, then it might be time to go back to the drawing board. Thanks to Amazon, we know how powerful actual scoreboards / star rankings can be!