Health services in the digital era

Dr Andrew Wilson

Executive General Manager –

Healthcare & Strategy

Australian Telehealth Conference

27 April 2017, Melbourne

About Medibank

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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

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Omni-channel service delivery

Digital services

are a core part of

the CareComplete

suite program

delivery

Innovation @ medibankWork @Home MODEL WITH SIGNIFICANT CLINICAL SCALE

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• 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

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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

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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

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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

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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

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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

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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

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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