Why Does App Xenophobia Exist in UK Healthcare

My Big Fat App Xenophobia

By Scott HagueOwner and Development Director

23rd June 2015

www.integratedchange.net

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noun

an unreasonable fear of that which is foreign or strange.

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iPhone

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Apps.

The consumer

was moving

faster than them.

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They now the lead the way in consumer experience

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Amazon

They know you don’t like to wait

They make it easier for users to

find what what they want

The experience is customised

Users recognise that they invest in

technology

They provide information where

and when you need it

10

10

8

10

10

Vs.

Healthcare

Makes the patient wait to get an

appointmentMakes the patient re-enter their

information at every encounterMakes the patient do their own

homeworkDoesn’t send specific information

on their conditionNo personalised experience

2

2

1

3

2

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A patient is a patient.But they can be a consumer.

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Disconnect between healthcare offerings and patients.

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85%Don’t know the name of the physician 78%

Don’t understand hospital discharge instructions

50%Patients not asked if they have any questions

80%

Of serious medical errors involve miscommunication between caregivers when patients are transferred

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But yet…

80% of smartphone users want to interact with their healthcare providers.

Via their mobile.

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Symptom 1

Let me speak to IT

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Symptom 2

I have a Blackberry and apps are for

Facebook

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Symptom 3

We have a website

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Symptom 4

We have an extensive range of

brochures

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Symptom 5

Governance will mean the project is a

no starter

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Symptom 6

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“People don’t like being asked why they want an appointment, they seem

happier to tell a computer”

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How To Treat App Xenophobia

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Treatment Plan 1: Admit you have a problem

Go talk to your patients

Never assume you know because you don't

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“I booked a hotel room last night, I checked the local area, viewed information relevant to me and joined a loyalty programme in under 10 minutes on my phone app. I then logged in and changed the booking. Why can’t you give me this for your practice!”

“I feel excited knowing that my consultant doesn't need to re-know me every time I see them”

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Treatment Plan 2: Involve Everyone

Physicians, Caregivers, Patients, Vendors, Legal and technology innovators need to work

together…

but you must do it early

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Treatment Plan 3: Forget About Devices

The person behind it counts

Simon Sinek: http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html @integratedchg

Treatment Plan 4

Stop printing brochures

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Treatment Plan 5:

Just Look At What Is Possible

Procedure and explainer demos

Pre-auth forms before arrival

Condition specific materials before appointments

Productive waiting times

Make and amend appointments

Preferred appointment windows

Checklists, what to bring on the day

Live bed availability

Loan of an iPad for their stay, painNausea feelings, food requests, qualitysurveys, test results, medication orders

Interactive consultant directories, Contact details, location

Discharge information, adherence andEmergency contact

Nurse and doctor rounds, dictation

Push notifications that keep engagement high

Digital loyalty cardsStaff apps, travel information, trainingmodules, company news, vacancies

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You’ll need a balanced diet of digital activity

If included as part of a healthy digital lifestyle, apps will lock-in your patients, protect your referral stream and capture new business

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What We Do

“We move healthcare organisations from traditional,

paper intensive led processes to one that encompasses a digital

approach.”

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End Of Presentation

Thank you for your time