Presentation of Top 10 eHealth & Healthcare trends presented at IDC Content Management Evolution 2014: Portals, Mobile and Social. Madrid (Spain), 11th of March 2014. www.cesaralonso.com

1. Content Management Evolution 2014: Portals, Mobile, Social
Top 10 Healthcare Trends
for improving customer experience
Madrid, 11th of March 2014

2. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
Index
1. Current environment
2. The eHealth response
3. Healthcare Trends

3. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
Current health system unsustainable in mid term
Estrategia de Telefónica en eHealth. Congreso eSanidad

4. Top 10 Healthcare Trends for improving customer experience
e-patient
e-health
e-doctore-insurance
New physician-patient relationship
71% of Spanish patients search about their
health mainly online. It´s the information key
source for 79% (1)
New relationship
Internet is their main source of information (87%) (1)
New strategies
Patients, physicians
Self-management, prevention and Telemedicine
Increasing use relationship channel with insured,
patients and physicians, as well as healthcare
services.
(1) Google Spain eHealth Survey
New main channels
Important in relation with patients and
doctors, as well as health provision
e-hospital
Changing model: new eHealth ecosystem
cesaralonso.com

5. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
New needs… and new healthcare model
“Physician
centric”
Physician as
gatekeeper
Reactive
(“Visit to visit”)
Healthcare
“Patient
centric”
Physician as a
valuable
advisor
Proactive
(Continuous tracking)
Freedom and
autonomy
From a model… ...to a new model
eHealth provides a new healthcare model based on patient autonomy and
responsibility recovery.

6. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
Classical concept of doctor-patient relationship
http://www.dirjournal.com/health-journal/patient-empowerment-how-not-to-fall-victim-to-a-hospital-mistake/

7. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
New empowered ePatient

8. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
Innovating and being more efficient with the help of ...
eHealth
mHealth
Telemedicine
Connected Health
Health 2.0
Healthcare Social Media

9. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
Healthcare Trends
#1 Big
#2 Personal
#3 Social
#4 Mobile
#5 Fun
#6 Open
More healthcare trends

10. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
# 1 Big
Data
Silos
Value
Relevant
Context

11. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
# 2 Personal
Devices
Local
Consumer centricity
Patient empowerment

12. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
# 3 Social
Social Media
Share
Collaborate
Community
Socialnomics

13. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
# 4 Mobile
Ubiquitous
Context
Relevance
Geolocation
Moment of truth
Apps - Responsive - Mobile first

14. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
# 5 Fun (Gamification)
Engage / loyalty / fans
Goals
Feedback
Points, badges and leaderboards
Fresh, fun and frecuent

15. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
# 6 Open
Standards
Collaboration
Integration
Interoperability
Liquid

16. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
More Healthcare Trends
#7 Predictive
#8 Secure
#9 Behavioural
#10 24h monitoring
Extra: Consumerization - retailization

17. Top 10 Healthcare Trends for improving customer experiencecesaralonso.com
Thank you…
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