Healthcare Reform & Physician Loyalty: What Can CRM Do To Support ACOs?

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Oracle Partnership

Presenters

• Martin Sizemore

Perficient, Enterprise Architect, Healthcare

• Lisa Anderson

Perficient, CRM Solution Architect

Agenda

Consumerism in Healthcare

Physician Practice Challenges & Alignment

Physician Loyalty Campaign Demo

Questions & Answers

• Strong competition around the delivery of care

• Increased pressure around reimbursements

• Increasing cost of delivery

• Increased regulatory rules and compliance requirements from CMS and the Payor organizations

• Difficulty in aligning with physician practices

• Challenges in creating the right incentive models for behavior changes in the care delivery model

• Creation of an efficient process delivery model across the entire healthcare system

• Ability to differentiate your organization on Brand

• Inability to directly connect and influence the consumers of healthcare services

How do you become a Consumer Driven Healthcare System?

Healthcare Provider Landscape

Physician Practice Challenges

• 50% of physician practices are small community based that have less than three physicians

• Increased pressure around reimbursements

• Increasing cost of running their practices

• Increased regulatory rules and compliance requirements from CMS and the Payor organizations (i.e. P4P)

• The recently based ARRA Stimulus Bill around adoption of EMRs and the associated behavioral changes

• Challenges in creating the right incentive models

How do you Align and Connect to your Physician Practices?

Physician Alignment Matters

Average annual revenue generated by Specialty:

• Orthopedic Surgery $3.0M

• Cardiology (noninvasive) $2.6M

• Cardiology (invasive) $2.5M

• General Surgery $2.4M

• Neurosurgery $2.4M

• Internal Medicine $2.1M

• Family Practice $2.0M

• Hematology/Oncology $1.8M

• Pulmonology $1.8M

• Gastroenterology $1.3M

Source: Meritt, Hawkins & Assoc. and Healthcare Financial Mgt. Assoc.(HFMA)

Consumer Trends – Nonclinical Factors

Source: The McKinsey Quarterly

How Consumers Choose Hospitals

Physicians in Crisis

What Doctors Are Seeking:

• An American Hospital Assn. report found increased requests for jobs as well as money. During the first quarter of 2009, 56% of hospital CEOs said their facility got more physician requests for aid.

• Of those CEOs:

– 83% reported more physicians wanting increased pay for on-call or other services provided to the hospital.

– 69% reported more physicians seeking hospital employment.

– 56% reported an overall increase in doctors asking for financial aid.

– 31% reported more doctors looking to sell their practices to hospitals.

– 23% reported more doctors seeking to partner on buying equipment.

Where do we go from here?

What is Your Plan?

• How are you responding to shifts in Consumer behavior?

• Are you at risk of being ‘Commoditized’?

• How will you differentiate your organization from the competition?

• Do you want to strengthen you physician loyalty?

• How can you reposition your organization with your target market?

• Are you looking to expand business opportunities?

Patient/Physician Experience Maturity Model

What Can CRM Do To Help?

• Target and qualify the right physicians for your organization.

• Drive physician alignment through measured contact and aggressive campaign marketing activities.

• Identify physician admission and procedure trends.

• Understand physician affiliations and relationships.

• Recognize the feedback loop and patient satisfaction efforts of the health system that need to be collected and reported back to the physician practices.

CRM helps healthcare organizations manage their most valuable asset:

The Physician Relationship

• Physician Loyalty

• Recruiting

Oracle CRM On Demand Demonstration

Physician Loyalty

2

3

4

1

Analyze Referrals

Research Physician and

Group

Understand Issues

Book Appointment

Recruiting

2

3

4

1

Research specialties

Review cardiologists

Target specific Doctor

Review opportunity and event

Benefits of Consumerism

• Maximizing share of healthcare spend

• Ability to expand outside of current market share

• Strong Patient and Provider Loyalty

• Higher level of Brand Loyalty

• Increased revenue through commerce expansion

• Expanded service offerings to consumers interested in my health system

Physician Loyalty Programs Matter

• Consumers are driving a change in the way they purchase/access healthcare services.

• Physician partnerships are an important element to a successful consumer-oriented health system.

• Physicians are looking for alignment that helps their patients and practice thrive.

• Health systems that adopt consumerism elements will also drive incremental revenue and associated delivery cost savings.

Let us Help You Be A Growing and Prosperous Health System

Questions?

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