What can Healthcare Learn from Netflix?
Episode 15812th August 2021 • This Week Health: News • This Week Health
00:00:00 00:08:51

Transcripts

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  Today in health it we start going through the HIMSS content up first. What healthcare can learn from Netflix. My name is Bill Russell. I'm a former CIO for a 16 hospital system and creator of this week in Health IT at channel dedicated to keeping health IT staff current. And engaged. Have you signed up for CliffNotes yet?

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All right, so the hys. Information has started to come out. As you know, I was unable to go to HIMSS this week, so I am watching it just like so many other people have. I was talking with Ann Weiler, who we do the Newsday show on Monday, and I was talking with her today and I said, you know, this is exactly how a majority of people experience himss.

I thought about it and I had about 700 people reporting into me at St. Joe's. I had 10 spots that I could send to HIMSS without paying additional fees, and that's usually what we kept to about 10 people. So out of 700 I. 10 people went. So 690 stayed home. And this is how they experienced it. They followed it on social media.

They do some of the, uh, digital content and they read the articles as they come out. And so that's how I'm experiencing it. And I'm going to tell you, I have about 20 some odd articles, and so I'm going through them right now and determining which ones. . Are relevant for you. So this comes from healthcare finance news, which is where a majority of these stories are gonna come from.

It's gonna come from the HIMSS media assets that they have. The title of the story is Digital Patient Experiences can take cues from consumer-centric companies such as Netflix. Alright, so this is a presentation that was done by . Andy Harlan and Andy Harlan is the head of platform partnership and strategy and new business development at Cloud Technology Company League, and he spoke remotely in a session titled What Healthcare Can Learn From Netflix.

Good. Title I. As it turns out, healthcare can learn a lot from the streaming giant, particularly when it comes to engagement. When Netflix began, it offered DVD by mail service that engaged with its users base on a monthly or perhaps weekly basis. This is analogous to the typical approach of healthcare providers, which is touch base with patients only a couple times in any given year.

Flash forward to today, and Netflix engages with its users on a daily basis through content streaming with customers able to access content at home or on their devices anywhere in the world. It's a model. Healthcare should emulate Sid Harlan. The healthcare system looks more like my grandparents, old-fashioned cable tv when people want Netflix.

He said, you need to expand your mindset and your addressable market. To do so, Harlan suggested thinking about a tenfold increase in interactions per year. The idea is to stop thinking about people as patients and to consider them instead, consumers who should be known entities to the hospitals and health systems before they need care.

All right. One of the most important aspects of this shift is thinking of the concept of personalization, which Harlan called the jet fuel of engagement. He closes the conversation with the real competition is not other hospitals and health systems, he said, but rather Amazon, Peloton, and Apple. If healthcare doesn't focus on individual experiences unique to each person and customized experience that feels fresh, the industry is in danger of losing that race.

This is a race, and the race is on, said Harlan, and you have one major thing they don't have, which is trust. Trust is on your side and should buy you sometime. All right, so that's the article. What's the, so what? There's a lot to really pull apart here. I agree. By the way, a thousand percent with the concept of the goal should be increasing the number of touchpoint.

You are only seeing a patient maybe one two times unless they're chronic once or twice a year, and that is really not enough. You gotta think in terms of touchpoints. How many times can you touch that person? I love the fact that Netflix went from essentially engaging with people on an ad hoc basis when they needed another video to they have daily

Touchpoint with them, with their content streaming. So they have more of a relationship. They, they are gathering more information on the individual. They're able to customize their services to the needs of that individual based on that. But based on that, it wouldn't be out of the ordinary to have a health system that essentially made a bid to try to buy Peloton.

Think about it, a a, a healthcare system with a significant reach buys Peloton and then starts attaching their services to it. So not only are you engaging with physical fitness and those kinda things, but now you're also engaging with your healthcare. Think about what we're buying. We're buying health.

That's what we're buying. And health is a daily decision. It's many decisions every day of our life. We want a way to interact with our health system. Let's say it this way, with a trusted provider of health on an ongoing basis. Someone that can help me to eat right. Somebody that can help me to exercise, somebody that can help me with my mental health, somebody that can help me with navigating my parents' health.

Somebody that can help me with navigating any bills that I might receive around healthcare. I want somebody that's ready to put a suite of services around me to say, you want your health taken care of. We are going to be your health partner. We're gonna partner with you and your health in every aspect of your health, and we're gonna do that on a daily basis with as many touchpoint as it requires to keep you healthy.

That's the goal. That's what it looks like. That's what healthcare looks like a little while from now. Otherwise, it's just gonna bifurcate. What you're essentially gonna have is you're gonna have acute care hospitals. When you're really sick, that's where you go and you're gonna have companies that deliver health.

And it's, right now it's getting positioned as the startups and the startups are figuring out . How to build off of systems that are based on internet architecture, that interoperate, that can take information from your peloton, that can take information from your wearable, that can take information from a digital health visit, and, uh, bring all that stuff together to create that complete patient profile.

And not only the patient profile, but also as we talked about a couple weeks ago, the psychographic profile to determine how I make decisions to help me to make the right decisions for my health. As we move forward. This is what healthcare in the future looks like, and it's going to be the health systems.

That. Figure out how to get in front of this, figure out how to put the digital platforms in place, figure out how to do the right partnerships, figure out how to get to different payment models that allow you to really care for people on an ongoing basis. That is what the future looks like. That's the so what for this entire move that's going on.

So we do actually have a lot we can learn from Netflix to go from a, uh, a sporadic, episodic adventure that we have. With our patients to a more ongoing relationship with our customers and really our partners in their health. All right. That's all for today. If you know of someone that might benefit from our channel, please forward them a note.

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Thanks for listening. That's all for now.

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