Professional Documents
Culture Documents
Got patients?
Retention is for wimps. We measure the percentage of patients who have our name tattooed on their body.
(Harley Davidson Annual Report)
80% of CEOs believe their brand provides a superior patient experience8 % of their customers agree
(Bain & Company)
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PRM
Logical Left Brain Patients Value to Enterprise Systems and Transactions Functional Value
PEM
Emotional Right Brain Enterprises Value to Patient People and Interactions Emotional Value
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(PHONE TO PHONE)
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Fixing PRM
Patient Management should focus on value creation, not cost reduction, effectiveness, not efficiency. PRM should have revenue targets.
Value creation through PRM initiatives comes from: Growing the patient base Maintaining the patient base retention, cross-sell & up-sell Servicing patient segments Maximizing channel effectiveness
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Change of Focus
The focus is changing from enterprise to single patient, from technology to process, to Patient Acquisition (number of new "quality" patients) Patient Retention (percent of existing patient retained) Patient Satisfaction (question results from survey and/or focus groups) Patient Segmentation (percent of profit by patient demographics) Patient Profitability (average profit per patient/per household) Patient Servicing (average response time for patient complaint/inquiry resolution, first call resolution) Patient Referrals (Net)
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I want to notify the whole market that I want to buy a SONY plasma TV. In effect, I want to issue a personal RFP that goes out to every retailer of SONY plasma TVs.
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The patient is channel agnostic, and how the patient is cared for must be infrastructure agnostic.
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Reengineer
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Managing patients is like herding catsnot much bang for your buck.
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Need Help?
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Develop a plan
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Social Networking
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