Empowering Healthcare Consumers through Information Technology

1
Empowering Healthcare Consumers through
Information Technology

• Rita Moya
• President CEO
• National Health Foundation

2
Outline

• Who is the healthcare consumer?
• What is the level of investment in consumer
  health information applications?
• How does the Internet change everything?
• What do empowered health consumers want?
• What do consumers fear about technology?
• Who will be left behind?

3
Who is the Healthcare Consumer?

• Consumer interests were traditionally represented
  by purchasers
• Insurers and providers responded to purchasers
• Consumers have found a voice in the patient
  rights movement
• Consumers of the future will be stratified into
  e-health and traditional patients

4
E-Health Consumer

• Self managed care
• New products and services
• customized insurance
• immediate access to knowledge systems
• alternative therapies
• greater provider choice
• information about quality and cost

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What has been the level of investment in health
information technology?

• Minimal compared to other industries
• Advice line
• Automated Interactive Telecommunications
• Disease Management
• Electronic links to those with chronic illness
• Consumer focused online information

6
Information Technology Utilization by the
Healthcare Industry
Percentage of Total Budget expended on I.T.
7
How the Internet Changes Everything

• National Research Council estimated that 30
  million Americans used the Internet to search for
  health information in 1999
• Online shoppers spent 280 million for health
  products
• Internet opens the vaults of medical and health
  related knowledge - 24X7

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How the Internet Changes Everything

• The dramatic drop in the cost of
  telecommunications and computing power has made
  the seamless transfer of information a key
  element of many service industries
• On-line banking
• Financial planning tools
• The Internet is about speed/time and time is a
  highly valued commodity

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What Empowered Health Consumers Want?

• More information tools to maintain health and to
  be a partner in their healthcare
• Fewer hassles/more convenience
• Customization
• Control of personal health data
• Access to knowledge bases

10
What Consumers fear about technology in relation
to healthcare?

• Health information is extremely personal and
  sensitive
• Security is a barrier to truly interactive
  communication between clinicians and patients
• Internet security products that will satisfy
  consumer concerns about privacy and
  confidentiality are yet to be developed

11
NHF Survey Results
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Who will be left behind?

• There are 43 million uninsured Americans
• High correlation between uninsured and digitally
  challenged
• Public health has made limited investments in
  technology
• Restrictive privacy legislation may limit
  consumers access to information technology
  benefits

13
Summary

• Increasing consumer demand on healthcare
  providers and insurers to spend more on
  information technology
• ROI will be measured not by administrative
  savings but in brand loyalty and quality
  perception
• Risk/reward connected to privacy must be more
  fully understood by consumers