The document discusses the challenges patients face in navigating the healthcare system and managing their health. It proposes "Personal Healthcare Strategists" who could take a holistic view of the patient experience and help patients navigate the different parts of the healthcare system, including doctors' offices, hospitals, health insurance companies, and pharmacies. This could help address issues around lack of coordination, differing goals among stakeholders, and barriers to information sharing that reduce patient trust currently. Open questions are raised around defining patient ownership versus centering, accountability for different stakeholders, who would lead healthcare management programs, and the role technology could play in providing a single view of the patient.

1. Personal
Healthcare
Strategists:
Good for What Ails You
4.11.11
Jerilyn Maclaren-Hall
Experience Design Strategist
and Account Director
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2. The Patient Experience is a challenge we are all faced with – regardless
of what role we play in that experience.
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3. Look Complicated?
Initial Schedule Prep for Office Diagnosis & Billing Pick up Follow up
Contact Appointment Patient Visit Visit Treatment Procedures scripts Visit
Calls Chooses Office Visit Go to hospital Speak with Picks Up
Doctor Date/Time for tests, Insurance Script
receive Company
results
Pulls Info Coordinates Coordinates
Coordinates Coordinates From/Updates Coordinates Pick-up/ Post-Service
Calls Scheduling/ Details Updates System Billing
Updates System Billing CRM
Patient System
Generates
Reminder
Routes Print Materials Print Billing Print Final Connect to the
Calls From Customer Info Invoice Sales Department
Legend:
Patient Doctor’s Office Hospital
Pharmacy Health Insurance Company Electronic Medial Record (EMR)
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4. At best, the experience of managing our health is disjointed…
SUCCESS? Not So Much
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5. The Patient Universe is both over and underwhelmed with resources…
Doctor’s Office
Patient Support
System
Hospital or Medical
Institution
Health Insurance
Pharmacy Company
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6. But what if we looked at the patient (and healthy person) experience
holistically?
Doctor’s Office Health Insurance Co
Pharma Pharmacy
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7. [Enter Healthcare Strategist]
Someone who can bring everyone to a shared understanding of who the patient
is and what he/she is trying to accomplish…
 Manage multiple health-related scenarios
(and, most likely, work with more than one HCP)
 Ensure coverage through the payer
 Stay on-top of health and treatment programs
 Keep the support network in the loop and engaged
 Stay healthy! (and out of the doctor’s office)
MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees

8. The job of our healthcare strategist would be to help us navigate the
layers of the health management onion…
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9. Remember Our Touch Point Diagram…
How many views of the patient do you see?
Doctor’s Office
Patient Support
System
Hospital or Medical
Institution
Health Insurance
Pharmacy Company
MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees

10. What about now?
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11. Of course, this raises some very real questions…
1. Is there a difference between patient owned vs. patient centered?
Even patients use these phrases interchangeably, but a deeper dive
shows this is more because of need than necessity.
2. What is the appropriate level of accountability for each stakeholder in
the patient experience continuum?
Opposing goals around health management have lead to low patient
trust in the current “actors” being the right people to “fix” anything.
3. Who “owns” or “leads” a healthcare management program?
Fear of how shared information would be used by the current “actors”
in the patient continuum add yet another barrier to true collaboration
4. What role can technology play?
The current way we manage patient and health related information
doesn’t lend itself to having a “single view of the patient”.
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12. Jerilyn Maclaren-Hall
Experience Design Strategist & Account Director
email: jmaclarenhall@misicompany.com
Connect with me on LinkedIn:
http://www.linkedin.com/in/jmmaclarenhall
See my blog entries here:
http://www.misicompany.com/xdblog/index.php/author/jmaclarenhall/
Follow me on Twitter: <jmmaclarenhall> and <MisiCompany>
THANK YOU !
MISI Company, Ltd. | Classification: Confidential | Information owner: Exp Design | Disclosure range: MISI & Client employees