New Ideas on the Future of Healthcare at WebVisions PDX

New Ideas on the Future of Healthcare: the Role of UX

Elizabeth BaconWebVisions Portland

May 17, 2012

WebVisions Portland 2012New Ideas on the Future of HealthcareElizabeth Bacon

Background

Liz Bacon1998-1999 MuseAll 1999-2002 Cooper 2002-2007 St. Jude Medical2007-2011 Devise 2012-now Providence Health & Services

IxDA Director/Vice-President, 2007-2010


Sorry, but healthcare IS broken

“Healthcare is broken. ... We have set up a delivery system that is fragmented, unsafe, not patient-centered, full of waste, and unreliable. Despite the best efforts of the workforce, we built it wrong. It isn't built for modern times." *

• Many good insights for how to fix our system in “The Healing of America: A Global Quest for Better, Cheaper, and Fairer Health Care” by T.R. Reid

• Rise of alternative (“complementary”) care

* Dr. Donald Berwick (who oversaw Medicare & Medicaid) as quoted by Richard Anderson at http://riander.blogspot.com/


Healthcare’s new goal: patient engagement & activation

• Results suggest that improved behaviors follow on increased activation* (a measure of engagement)

• We can’t “motivate behavior change”—instead, we facilitate behavior change

* from Health Services Research publications by Judith Hibbard, et al. such as http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1955271/

** from Dr BJ Fogg, Director of Persuasive Tech Lab at Stanford University, as presented at Healthcare Experience Design conference on March 27, 2012

**

Where we usually reside

“Teachable moments”

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1955271/





Engagement with what?

• With one’s self, first and foremost• Healthcare system needs to treat the whole self,

across all our life contexts

• Digital channels are key cost-effective, modern way to extend the reach of care delivery system

• We have to reach and activate people wherever they are, whenever they act


Accountable care services

• New business model being explored by delivery systems and encouraged by government regulation

• Moving from fee-for-(face-to-face)-service to fee-for-quality-outcomes demands greater efficiency at scale

"Quality of life happens to be the element that is most important in motivating people to deal with an illness."

• Shift talk from “patient”/“consumer” to “person”

* Noreen Clark, director of the Center for Managing Chronic Disease at the University of Michigan, as quoted in “The Simple Idea That Is Transforming Health Care”http://online.wsj.com/article/SB10001424052702304450004577275911370551798.html

*

http://online.wsj.com/article/SB10001424052702304450004577275911370551798.html

http://online.wsj.com/article/SB10001424052702304450004577275911370551798.html


From transactions to engagement

• 21st century business models must evolve from systems of records and transactions to systems of engagement

*

http://www.dachisgroup.com/2011/06/moving-beyond-systems-of-record-to-systems-of-engagement/

*








Strategic interaction framework for healthcare

• Well-integrated framework for healthcare is a blended model– Transactions ≈ e-commerce – Engagement ≈ social media


Points of light

PPACA (aka Obamacare): individual mandate could carry system towards accountable care services (increased focus on whole-person wellness) and universal healthcare (gasp!)

Health Data Initiative: HHS dept. unleashing the chaotic power of innovation on health-related data (increased need for informatics)

Healthcare Experience Design: & conferences that show design thinking to healthcare decision makers


Get involved, designers, please!

The healthcare industry needs you!


Let’s keep talking!

@[email protected]

dHealth is coming...

mailto:[email protected]

mailto:[email protected]

Health & Medicine

New Ideas on the Future of Healthcare at WebVisions PDX