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Much progress has been made in leveraging technology to improve patient care and healthcare efficiency, but there is still a long ways to go. While adoption rates have steadily increased for a range of technologies, insufficient attention to integration, on-going service and support, training and security, often result in less than optimal outcomes. This situation is especially problematic for the hundreds of thousands of small and mid-size healthcare practices that may lack deep IT resources and expertise. Using CompTIA research and market intelligence, this Channel Bytes presentation will equip you with 5 key tips for selling IT products and services to the healthcare sector.
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20-Minute #ChannelByte
Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
5 Tips for Gaining Traction in the Healthcare IT Market
#1Understand the nuances of the addressable market
Sizing the Healthcare Market
Healthcare Establishments
6,166Hospitals*
162,140Outpatient, psychiatric,
nursing homes, etc.
475,545Offices of
physicians, dentists
*does not include government hospitals, such as VA facilities
4.5m
Healthcare Sector Employment
2.7m
943k
428k140k
(aka the user base)
659k
Source: EMSI | U.S. Census
Top Strategic Priorities of Healthcare Providers
Reduce operational or overhead costs
Increase staff productivity
Implement/Improve workflow efficiencies
Grow practice/Find new revenue opportunities
1
2
3
4
5 Improve risk management and compliance
PATIENT CAREPA
TIEN
T CA
REPossible solutions: cloud, managed print services
Possible solutions: mobility, collaboration/communication tools
Possible solutions: EHR, managed services
Possible solutions: analytics, marketing automation
Possible solutions: security, BC/DR
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
#2Understand how healthcare providers manage the IT function and find an opening
Healthcare Providers Mostly Satisfied with Their Technology, but Room for Improvement Exists
32%IT managed exclusively
in-house
55%Project-based use of IT firms
22%Managed services
engagement
Healthcare Practices Management of the IT Function
6%
27%
60%
0.06 Very satisfied
Mostly satisfied
Contributing Factors to Dissatisfaction- Learning curve with new devices, applications- Mismatch of needs and expectations- User experience- Interoperability issues- Reliability / inconsistency
Rating of Satisfaction with IT Systems, Devices and Applications
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Voice of the Customer [Healthcare Providers]
Examples of comments directed toward IT firms for how to improve
Speed Proactive / Reliable
Specialized Expertise
Education / Listening
“Improved speed with which they resolve issues. Better ability to keep software and equipment up to date.”
“Reliability and a more proactive approach to problems.”
“It would be helpful if the IT/tech was specialized in our industry and more familiar with the changes and demands that occur quite frequently.”
“Better explanation of what is being done and education regarding the equipment.”
“The IT staff are generally very efficient, but it would help if they would listen more to needs of users.”
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
#3EHR opportunities shifting from deployment to optimization
EHR Adoption Makes Headway
2011 2013
34%
48%
23%
30%
78%
57%
EHR Adoption Among Office-based Physicians
Source: CDC/NCHS National Ambulatory Medical Care survey, Electronic Health Records survey
Basic EHR
More Comprehensive EHR
27%
34%
40%
NET betterAbout as expectedNET worse
Rating of EHR Implementation Process
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Improving EHR Satisfaction Rates
Meaningful use assurances
Better remote access and mobility features
More training
Greater interoperability with other systems
Faster
Easier to use/Less complex
32%
37%
45%
55%
57%
58%
Other Mentions:Tailored more towards needs of physicians; Scalability; Lower operational costs; Ability to add features; Lower investment in infrastructure (e.g. servers); Better security and data protection
57%“We understood and accepted changes to workflow”
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Healthcare Providers Perceptions of Most Challenging Aspects of Stage 1 Meaningful Use
Capability to exchange key clinical information among providers
Maintaining up-to-date problem list of current or active diagnoses
e-Prescribing
Patient clinical visit summary
1
2
3
4
5 Clinical decision support
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
#4mHealth is here: build out the right toolbox to take advantage of opportunities
mHealth Moves from Concept to Reality
Laptop PCs Smartphones Tablets
49% 50% 46%
35%
12%7%
Some Staff Using All Staff Using
Tablet Usage Among Healthcare Providers
Doing Already
Plan to Start Doing
Medical or healthcare related apps 56% 26%
Business productivity (e.g. email, scheduling, accessing information, etc.) 52% 26%
Mobile access to EMR/EHR 45% 31%
Displaying information to patients (e.g. X-ray or MRI) 35% 31%
Communicating with patients 31% 26%
Medical accessories (e.g. iStethoscope, "lab-on-a-chip", etc.) 15% 26%
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Healthcare Provider Usage
Mobility Solutions to Help the Progression Towards Optimization
- Curated App Stores- Custom App Development- Cloud Integration Solutions- Mobile Application Management (MAM)
- Mobile Security & Data Loss Prevention- Risk Management and Compliance- Mobile print
- Service and support- Mobile Device Management (MDM)- Mobile Virtualization- Infrastructure
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
#5Despite sluggish progress, communications opportunities poised for growth
Changing Dynamics of how Healthcare Providers Communicate with Patients
84% of healthcare providers rate improving communications with patients a high or mid-level priority
Videoconferencing / Video chat
Online appointment scheduling
Web portal for patients to view medical records
Text message reminders of appointments
Social networking
Email reminders of appointments
Allowing patients to email or text questions
Website for patients to access forms, directions
7%
17%
18%
20%
26%
29%
34%
43%
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Telehealth Comes to Life?
15%
44%
59%
Actively following developmentsCasually following developmentsNot following
Healthcare Provider Self-report following of Telehealth Developments
Source: CompTIA’s 2013 Healthcare Insights & Opportunities study
Thank You
Tim Herberttherbert@comptia.org@timjherbert
20-Minute #ChannelByte
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