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The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 2:30 pm Nathalie Corredor, BA, MBA, SVP Strategy Nick van Terheyden, MD, Chief Medical Officer
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Page 1: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare

Session 43, February 20, 2017 1:30 – 2:30 pm

Nathalie Corredor, BA, MBA, SVP Strategy

Nick van Terheyden, MD, Chief Medical Officer

Page 2: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Speaker Introduction

Nathalie Corredor, BA, MBASVP StrategyHilton Worldwide

Nick van Terheyden, MD@drnic1

Chief Medical OfficerNTT DATA Inc.

Page 3: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Conflict of Interest

Nathalie Corredor, BA, MBAHas no real or apparent conflicts of interest to report.

Nick van Terheyden, MDSalary: NTT DATA Inc.

Page 4: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Agenda

• Healthcare Engagement – Design for service

• Hilton Digital Engagement Success Story

• Hospitality vs. Hospital

• The future – What’s around the corner?

• Final Takeaways

• Questions

Page 5: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Learning Objectives

• Develop an understanding of the way that increasing patient autonomy

results in greater patient satisfaction and engagement.

• Explain the digital apps and tools used in the hotel industry and help

attendees understand the way these tools can be incorporated into a

hospital setting to increase patient engagement and patient satisfaction.

• Review the use of tablet apps for patients/families and the functionality that

can enhance patient engagement.

• Demonstrate the cost efficiencies and improved staff motivation that can

result from use of consumer digital engagement tools.

Page 6: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

In India we have a saying: Everything will be alright in the end, so if it is not alright then it is not yet the end.”

Movie: Best Exotic Marigold Hotel

Page 7: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Healthcare Engagement – Design for Service

Page 8: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

55%of US online adults are likely to

abandon their transaction if they

cannot find a quick answer to their

question or problem.

- Forrester Research

Page 9: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Generational ScoringGreatest

GenerationSilent Generation Baby Boomer Gen X Millennial Boomlets

Customer Friction Factor SM Scoring varies based on Generation. Channels need to vary based on Generation.

Eng

ag

emen

t

Text MeI’m Online I’m MobileEmail MeCome See Me In

PersonCall Me

Preferred Channel

Don’t call me. Ever.

Don’t call me. Ever.

Don’t make me come over there

Don’t make me go online

Don’t make me go online

Disliked ChannelDon’t make me

come over there

Page 10: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Disengagement Spectrum

• Friction does not win customers

• Multiple neutral experiences create loyalty

• Repeat high friction experiences drive disengagement, loss of transaction and loss of the customer

Neutral Zone

Unimpressed

Impatient

Annoyed

Frustrated

Angry

Vengeful

CFF

SM

Sco

re

Number of Engaged Customers0 - 150

151 - 200

201 - 250

251 - 300

301 - 350

351 - 400

401 -

8

Lose

mu

ltip

le

Sale

sLo

se t

he

Cu

sto

mer

Lose

th

e Tr

ansa

ctio

n

Customer Satisfaction /

Loyalty

Systemic neutral

experiences lead to

positive brand

perception

Page 11: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

The Impact of Customer Friction Profit

Among top hotel

brands, those with

the lowest CFFSM

score were twice as

profitable as those

with higher CFFSM

scores.

Customer FrictionCustomer Friction Factor

SMScore

ProfitEarnings

Per

Share

$3.55

$1.72

Page 12: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Patients expecting more from providersMake It Easy To Navigate

“I want to be able to access information I need when I need it; I want you to help me find what I need”

Respect My Time

“I don’t want to wait for appointments; I don’t want to spend a lot of time in waiting or exam rooms””

Respect My Opinion

“I did my research and expect you to listen to me”

Be Transparent

“I want to know what things will cost, I want to know what is happening next and why”

Insert icon here

Know Who I Am

“I don’t want to fill out the same forms every time I visit; I want you to know more about me and my family than what’s in my EHR”

Help Me Connect With Others

“I want to share my experiences with others who face similar challenges”

Page 13: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Hospitality has evolved

Page 14: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

CUSTOMERS AT THE HEART

Page 15: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

WHY ARE DIRECT CUSTOMERRELATIONSHIPS IMPORTANT?

LESSLIKELY TO SWITCH

LESS PRICE

SENSITIVE

BUY MORE OFTEN

LOWERCOST

$

BETTER CUSTOMER

EXPERIENCE

Page 16: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

“Hilton inspires me to find and plan

amazing trips and experiences, not

just booking a hotel”

Pre-Arrival Stay Depart AdvocateDream Shop Book

“It’s so easy to quickly find what I

need with confidence and at

the best price”

“Booking with Hilton is fast and secure and I can tailor my trip”

“Hilton is seamless, easy and better

before I even get there”

“The app gives me an even better

experience when I stay at Hilton”

“Hilton saves me time”

“I feel part of a Hilton community of savvy travelers and am rewarded

for it”

Page 17: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

INTEGRATED STRATEGY

Page 18: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie
Page 19: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Integrated Customer Journey Model

IT Platform

Page 20: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

LOVED BY GUESTSUNIQUE IN OUR INDUSTRY GLOBALLY

AVAILABLE EVERYWHERE

LEADING APPDIGITAL CHECK-IN

FIRST AT SCALE+450 HOTELS

LEADING FUNCTIONALITY

Page 21: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Now live at 3,500 hotels...

Page 22: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Guests can set

favorite rooms

for quicker

check in

Page 23: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Hilton Digital Engagement Success Story

Page 24: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Piloting

two-way

conversation

in app

Guests get an answer

within minutes

Page 25: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie
Page 26: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Fitness Guest Rooms: wellness when you want it

Page 27: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

TRU: First stab at functional and digital fitness

Page 28: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Hilton All-Day Bar Prototype

Page 29: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

People will forget what you say, forget what you did, but they will never forget how you made them feel…

Page 30: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Survey Question

How far will you travel for your favorite brand?

a) 5 miles

b) 10 miles

c) 15 miles

d) 30 miles

e) More than 30 miles

Page 31: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Healthcare: We can design for Service

Page 32: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Hospitality vs. Hospital

We know you You know us

1. How far will you travel for favorite

brand?

2. Satisfaction Guaranteed

3. Wellness is the new focus

1. Engagement makes a brand

“sticky”

2. Empowered problem solvers

3. Digital information to enable

healthy choices

Page 33: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Survey Question

How important is a satisfaction guarantee to you?

a) Not important

b) Somewhat important

c) Very important

d) Never pay attention to it

Page 34: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

The Future: What’s around the corner?

HEALTHY GUEST POC

WELLNESS PREVENTIVE CARE CHRONIC CARE

Hospitality provider driven capabilities based

on profile information provided. General

wellness inputs required

• Weight Loss

• Healthy Menu

• Specialized

• Personalized menu

• Exercise / Fitness Specialists

Partnership with Healthcare providers. Requires health inputs from guest

• Dietary requirements due to specific conditions

• Physical activity requirements

• Sleep apnea / sleep needs

• Allergies

• Therapies

• Depression

Partnership with Healthcare providers. Requires guest to share health information.

• Diabetes

• Hypertension

• Congestive Heart Failure

Inform Track / Educate /

Remind Alert

Wireframe for the future

Page 35: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Live DemonstrationWearable Monitoring

Page 36: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Additional Resources

White Paper: Reduce Friction to Delight Your Customers

Microsite: http://healthcaretech.cio.com/

Page 37: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Final Takeaways

• Think through consumer experience and pay attention to your friction factors and address them

• Different communications requirements by generation - Hospitality has evolved to meet the diverse needs and expectations of their customers – Customer is the heart of everything

• Digital Technology is the enabler to allow connection at every point in the engagement before, during and after

• Experience through the Customer/Patient eyes; path to improved customer/patient experience –an investment you cannot afford not to make

Page 38: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

All we know about the future is that it will be different.

Perhaps what we fear is it will be the same.

So we must celebrate the changes, because – as someone once said,

Everything will be alright in the end, so if not alright then then trust me it is not yet the end.

Movie: Best Exotic Marigold Hotel

Page 39: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Final Takeaways

• Call to action to go to the survey link and take the survey

• Different communications requirements by generation and Hospitality has evolved to meet the diverse needs and expectations of their customers – Customer is the heart of everything

• Digital Technology is the enabler to allow connection at every point in the engagement before, during and after

• Experience through the Customer/Patient eyes; path to improved customer/patient experience –an investment you cannot afford not to make

Page 40: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Questions

Nathalie Corredor, BA, MBASVP StrategyHilton Worldwide

Nick van Terheyden, MD@drnic1

Chief Medical OfficerNTT DATA Inc.

Page 41: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

Digital Healthcare Engagement Benefits• Satisfaction: 90% increased satisfaction rate for patients and physicians who use online tools.

(http://sloanreview.mit.edu/case-study/when-healthcare-gets-a-healthy-dose-of-data/)

• Treatment/Clinical: 80% of patients who can access their own EHRs use health information. (http://www2.deloitte.com/content/dam/Deloitte/us/Documents/life-sciences-health-care/us-dchs-provider-analytics-report.pdf)

• Electronic Secure Data: Digital consumer engagement tools can be integrated into the flow of clinical data, adding important patient-provided input that can improve clinical decision-making.

– 40% of primary physicians see 21-30 patients per day, which equates to 16 minutes.

– 85% of physicians believe digital health tools hold at least some capacity to improve care (American Medical Association)

• Patient Engagement and Population Management: Patient education videos and other materials can be incorporated in to tablet/smartphone apps, allowing patients to learn about their disease process and providing clear discharge instructions. – 80% of what affects health outcomes is associated with factors outside the traditional boundaries of healthcare delivery.

(Robert Wood Johnson Foundation and University of Wisconsin Public Health Institute)

– 80% of providers and patients are satisfied with video-based care as a means of reaching people in rural locations(University of Missouri School of Medicine)

• Savings: Urban hospitals in Texas with automated clinical information systems had fewer complications, lower mortality rates, and lower costs. (Archives of Internal Medicine and the Commonwealth Fund).

The most effective tools in increasing patients’ meaningful participation in care:– 38% -- patient portals

– 14% -- secure email

– 9% -- patient-generated data stored in EHR

– 8% -- online and mobile scheduling

– 6% -- benefits design

– 6% -- wireless/wearables

(New England Journal of Medicine)

Page 42: The Best Exotic Marigold Hospital - HIMSS21 · The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare Session 43, February 20, 2017 1:30 –2:30 pm Nathalie

The Best Exotic Marigold Hospital Bringing Hilton’s guest experience to healthcare

Session 43, February 20, 2017 1:30 – 2:30 pm

Nathalie Corredor, BA, MBA, SVP Strategy

Nick van Terheyden, MD, Chief Medical Officer


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