HxRefactored - UnitedHealth Group Ryan Armbruster

•

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Santé & Médecine Business

What Healthcare Has Forgotten!
!
!
Ryan Armbruster!
Vice President, Innovation!
Director, Human Centered Design Studio!
UnitedHealth Group!
! Human Centered Design Studio!

US Labor Productivity and Employment Growth by Sector!
1990-2010!
Source: Kocher and Sahni, N Engl J Med 365;15. October 13, 2011

!
!
2/3 feel negatively about
their profession!
!
Physicians Foundation Survey, 2013!
!
!
22% of their time on non-
clinical paperwork!
!
Physicians Foundation Survey, 2013!
!
!
!
1 takes his or her own life
every day!
!
Physicians Foundation Survey, 2013!
!
!
30% aged 35-49 plan to
leave profession within 5
years!
Urban Institute Study, 2012!

market-based innovation!
technology-based innovation!
needs-based innovation!

Key Drivers of “Likelihood to Recommend”!
(R2=0.64)!
Trust and Emotional Connection! 0.40!
Costs! 0.17!
Ease of Use! 0.14!
Information and Communications! 0.11!
Rating of Physician! 0.08!

!
!
“We care about people so
they care about themselves”!
- Rushika Fernadopulle, Founder & CEO!
!
!
48% reduction in ER visits !
41% reduction in hospitalizations !
15% reduction in healthcare costs!
Higher net promoter scores than
Amazon.com!
!
!
!
!

!
Patients of doctors
who score
higher on the
empathy scale
have better clinical
outcomes…!
!
Less severe and
shorter duration of
colds!
!
Improved cancer
patient-reported
outcomes of
depression and
quality of life!
!
Lower rate of acute
metabolic
complications for
diabetes patients!
!
Better control of
hemoglobin A1c
and LDL-C for
diabetes patients!
!
Better recovery
rates from
depression!

Helping people live healthier lives!
Human Centered Design Studio!

135,000
employees;
27,000 clinical
professionals!
Touch 90
million people!
Connected to over
850,000 health
professionals, 66,000
pharmacies, 5,900
hospitals, & 900 labs!
Presence in all
50 states &
internationally!
$300 billion in billed
health care claims
managed annually!
24 million
personal
health records!
200 million claims and
more than 1 million calls
per day!
750 million transactions
through portal and mobile
apps annually!
19 years of data,
covering 109 million
people!
Database with over
170 million unique
individuals!
More than 1 million house
calls per year!

!
Projects!
Using design to create a wide
range of solutions that help
people…!
!
•  Achieve a healthy weight!
•  Have healthier pregnancies!
•  Find the best medical
resource!
•  Avoid or manage diabetes!
•  Feel better about their health
insurance!
•  Have a better physician visit!
•  Optimize their healthcare
spending and beneﬁts!
!
!
Education!
Providing online and in person HCD learning
experiences!
!
Workshops!
Infusing projects with a rapid burst of design
perspective!
!
!
!
Advising!
Helping people understand when and how to
apply HCD methods!

31% improvement in satisfaction!
!
74% improvement in trust!
!
24% improvement in effort!
!
90% net promoter score!

Caring!
is the ultimate
expression of
design !
in healthcare.!

Thank you.!
!
@ryanarmbrusterx!
!
Ryan Armbruster!
Vice President, Innovation!
Director, Human Centered Design Studio!
UnitedHealth Group!
! Human Centered Design Studio!

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1. What Healthcare Has Forgotten! ! ! Ryan Armbruster! Vice President, Innovation! Director, Human Centered Design Studio! UnitedHealth Group! ! Human Centered Design Studio!

4. US Labor Productivity and Employment Growth by Sector! 1990-2010! Source: Kocher and Sahni, N Engl J Med 365;15. October 13, 2011

5. ! ! 2/3 feel negatively about their profession! ! Physicians Foundation Survey, 2013! ! ! 22% of their time on non- clinical paperwork! ! Physicians Foundation Survey, 2013! ! ! ! 1 takes his or her own life every day! ! Physicians Foundation Survey, 2013! ! ! 30% aged 35-49 plan to leave profession within 5 years! Urban Institute Study, 2012!

6. market-based innovation! technology-based innovation! needs-based innovation!

8. Why Caring Matters!

10.

11.

12. Key Drivers of “Likelihood to Recommend”! (R2=0.64)! Trust and Emotional Connection! 0.40! Costs! 0.17! Ease of Use! 0.14! Information and Communications! 0.11! Rating of Physician! 0.08!

13. ! ! “We care about people so they care about themselves”! - Rushika Fernadopulle, Founder & CEO! ! ! 48% reduction in ER visits ! 41% reduction in hospitalizations ! 15% reduction in healthcare costs! Higher net promoter scores than Amazon.com! ! ! ! !

14. ! Patients of doctors who score higher on the empathy scale have better clinical outcomes…! ! Less severe and shorter duration of colds! ! Improved cancer patient-reported outcomes of depression and quality of life! ! Lower rate of acute metabolic complications for diabetes patients! ! Better control of hemoglobin A1c and LDL-C for diabetes patients! ! Better recovery rates from depression!

15. How Can We Restore Caring?!

16.

17.

18. Helping people live healthier lives! Human Centered Design Studio!

19. 135,000 employees; 27,000 clinical professionals! Touch 90 million people! Connected to over 850,000 health professionals, 66,000 pharmacies, 5,900 hospitals, & 900 labs! Presence in all 50 states & internationally! $300 billion in billed health care claims managed annually! 24 million personal health records! 200 million claims and more than 1 million calls per day! 750 million transactions through portal and mobile apps annually! 19 years of data, covering 109 million people! Database with over 170 million unique individuals! More than 1 million house calls per year!

20. ! Projects! Using design to create a wide range of solutions that help people…! ! •  Achieve a healthy weight! •  Have healthier pregnancies! •  Find the best medical resource! •  Avoid or manage diabetes! •  Feel better about their health insurance! •  Have a better physician visit! •  Optimize their healthcare spending and beneﬁts! ! ! Education! Providing online and in person HCD learning experiences! ! Workshops! Infusing projects with a rapid burst of design perspective! ! ! ! Advising! Helping people understand when and how to apply HCD methods!

21. 31% improvement in satisfaction! ! 74% improvement in trust! ! 24% improvement in effort! ! 90% net promoter score!

22. Caring! is the ultimate expression of design ! in healthcare.!

23. Thank you.! ! @ryanarmbrusterx! ! Ryan Armbruster! Vice President, Innovation! Director, Human Centered Design Studio! UnitedHealth Group! ! Human Centered Design Studio!

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