Health services in the digital era
Dr Andrew Wilson
Executive General Manager –
Healthcare & Strategy
Australian Telehealth Conference
27 April 2017, Melbourne
About Medibank
2
3
Image courtesy Department of Defence
Health Advice Line
Health Concierge
Australia’s largest provider of telehealth and online solutions
Support, co-ordination
and navigationMental health counselling Triage Afterhours and emergency
Innovation @ medibank
4
Omni-channel service delivery
Digital services
are a core part of
the CareComplete
suite program
delivery
Innovation @ medibankWork @Home MODEL WITH SIGNIFICANT CLINICAL SCALE
5
• Over 500 employees across various
qualifications, including RNs, GPs,
Counsellors and Mental Health
Professionals
• Virtual induction and training –
comprehensive induction and
training modules which have been
tailored to enable successful clinical
delivery with the Work @ Home
environment
• Recruitment enabled to support
rural- and regional-based clinicians
• Variety of technology utilised to
support and engage with rural and
remote staff including
communicator, GoTo Meetings etc.
A data-enabled healthcare future
6
7
The dawn of a new era in healthcareDelivering better healthcare outcomes, experience and value for Australians
ERA 3
HEALTHCARE
• Measurement focused on
outcomes
• Improved transparency
• Alignment of incentives
• Evidence-driven choices
• Listen to the patient
Source: Berwick & Porter
8
Measurement Focused on OutcomesShift focus from inputs and processes to outcomes
• Supporting hospitals to address variation -
Hospital Benchmarking Reports
• Setting targets for best practice –
Medibank/RACS hernia initiative
• Strengthening clinical governance –
Standard set of outcome measures for
private hospitals
9
Improved TransparencyEnsure cost and outcomes are apparent to all
• Enhancing surgeons’ and hospitals’
understanding of variance in practice –
Medibank/RACS variance reports
• Reducing bill shock by creating greater
transparency around out-of-pocket costs –
HealthShare
10
Alignment of IncentivesInvesting in analytics and tools to drive operational excellence
• Shifting focus away from price and volume to
quality and outcomes
• Reducing incidence of low-value and
inappropriate healthcare
• Requiring compliance with industry standard
guidelines – hospital acquired complications
11
Evidence-driven ChoicesProviding our customers with the right care at the right time in the right place
• Using sophisticated analytics to
identify and support our customers
with chronic disease -
CareComplete
• Delivering in-home services to our
customers - rehab, chemo and
palliative care in the home
• Using predictive analytics to
understand and plan for our
customers’ health needs
12
Listen to the PatientEmpowering the customer in decision making
• Providing customers with the
information they need to make informed
decisions – Health Concierge
• Focus on what matters to customers:
– Patient reported experience
measures – PREMS
– Patient reported outcome measures –
PROMS
– Customer satisfaction levels – NPS
• Creating a seamless and transparent
healthcare experience for customers –
Medipass digital platform
13
ChallengesUnlocking the vast amounts of health knowledge
• Fragmented way data is collected and stored
• Lack of a secure, seamless communications gateway to share data
• Privacy and security of data are paramount
Q&A