[webinar] mobile-powered patient experience

Mobile-Powered Patient Experience

© 2009-2015 Phunware, Inc.2 | phunware.com

Agenda

1. Phunware Introduction

2. Why Mobile?

3. Mobile and Patient Experience Across Demographics

4. Getting Started with Mobile

5. Mobile Adoption

6. Summary


Phunware Overview

FOUNDEDFebruary 2009

EMPLOYEES210

HEADQUARTERSAustin, TX

OFFICESNewport Beach, CA

San Diego, CARockville, MDNew York, NY

Miami, FLSingapore

London, UK

CORPORATE OVERVIEWphunware.com/company/

• Hundreds of Branded Applications Launched

• Tens of Millions of Application Downloads

• Mobile Solutions for some of the biggest healthcare systems in the US

• 1 Trillion+ Transactions per Year

• 200 Billion+ Advertising Transactions per Year

• Hundreds of Millions of Videos Served

• #1 Globally in Multiple Categories

Bringing Fortune 500 Expertise to Healthcare

© 2015 Phunware, Inc.4

MaaS is vertical-agnostic and highly scalable, serving more than 3,600 customers globally.

Solution LicensingVertical Solutions

Platform LicensingSDKs, APIs, Servers and Infrastructure

Audience Building and MonetizationPerformance, Premium and Network Advertising


Why Mobile?

There are almost as many mobile subscriptions as there are people on earth — 6.8 billion.

That’s 96 cell phone subscriptions for every 100 people.Source: United Nations International Telecommunications Union

© 2009-2015 Phunware5 | phunware.com


The Average Smartphone Owner

• Unlocks their phone to interact with it more than 100 times per day

• Accesses 25 different apps in the course of a month

• Spends 44 hours per month interacting with their phone

Source: Forrester Mobile Mindshift, 2015

74% of US adultshave a smartphone.

6 | phunware.com


the answer ison the phone.

All this access generates a Pavlovian response–the consumer learns that whatever the question is...

Source: Forrester Mobile Mindshift, 2015


Health-Related Activities Have Already Moved to Mobile

Searches for health info

are up to 12% higher on

mobile than desktop


Though many people think mobile health will be ancillary or bolted on to the healthcare industry, we look at it differently: mHealth is the future of healthcare, deeply integrated into delivery that will be...

...better, faster, less expensive and far more customer-focused.”

David Levy, MD, Global Healthcare Leader, PwC


Who’s Embracing Mobile Health?

CELL PHONEPROVIDERS

LARGESTUS HOSPITALS

CONSUMER BRANDS

INFRASTRUCTUREPROVIDERS

VIRTUAL PROVIDERS

GOVERNMENT

All these players are working to improve the health journey.


How Connected Health Will Change the Landscape

• More data to guide strategic planning

• Direct, personal connections with consumers and patients

• Fast, integrated, two-way and real-time communications

• Omnichannel campaigns

• Messaging shift from sickness to wellness

• Products and services not marketed in a vacuum; fit into a bigger-picture system

• Need to balance technology with humanitySource: eMarketer, 2015


Mobile and the Health Journey

Patients and Caregivers

Patients and caregivers lack access and information at a

time when they need it most.

Navigation stops at the hospital door

No appointment reminders

No communication with doctors

No prescription monitoring

No treatment plan compliance

Everyday Wellness

Navigation and Wayfinding

Consumers

80% of health appsare focused on wellness. HUGE

GAPin the Patient Journey from “Wellness” to

“Patient”Patients and caregivers are underserved when

it comes to mobile.


Hospital App Users : Patients, Visitors and Caregivers

• All ages, but 50% of patients are typically Baby Boomers or older

• Increasingly non-English speakers

• In unfamiliar environment

• May be late, anxious, sad, tired, rushed or stressed

SickInjured

Having a child

Waiting for test results

Unsure about treatment plan

Being transferred from another unit

SadHungry

Stressed

Frustrated

Medicated


72%of 55-64 year olds making over $75K own a smartphone

39%of seniors

own a smartphone

38%increase in smartphone

ownership among seniors from 2012 to 2013

Smartphones and Seniors

73%of seniors own

some kind of cell phone

Source: Pew Research


Even if Grandpa doesn’t own a smartphone, chances are his caregivers, sons, daughters and grandchildren DO.

Smartphones and Seniors

15 | phunware.com


Family is a Motivator for Seniors to Get Connected

Gen Z: Connected from birth

FaceTime with grandparents, Facebook photo albums, and watching nursery rhymes on smartphones and tablets


Gen X, Y, Z and Mobile • According to research by Deloitte, these groups expect

instantaneous access to information and personalized communication

• 80% sleep with their phone

• 71% of Gen Z youth said they would rather spend their last $10 loading up their mobile phones than on food

These generations have higher demands for both mobile and customer experience than ever before.

Source: Total Youth ResearchDelloite’s Mellennial Survey


Challenges Facing Hospitals Trying to Improve Patient Experience

WAIT TIMES CANCELLATIONS INFORMATION ICD-10

EHR/EMR AFFORDABLE CARE ACT HIPAA PATIENT SATISFACTION

POPULATION MALPRACTICE NO-SHOWS SCHEDULING


Patient Experience

93%of Healthcare Professionalsbelieve mobile apps can improve patient experience and outcomes

34%of Hospital Executives report that improving patient experience is their biggest challenge

© 2009-2015 Phunware, Inc.

Source: eMarketer


Patient Experience Drives Hospital ProfitabilityWhen hospitals are ranked by profitability, the most profitable hospitals have the highest Press Ganey patient satisfaction scores.

1 2 3 482.00

82.75

83.50

84.25

85.00

PR

ES

S G

AN

EY

SC

OR

E

PROFITABILITY (QUARTILE)

With over $1 billion in Medicaid

funding tied to the HCAHPS survey,

patient satisfactionis more important

than ever.


Patient Satisfaction Starts with the First Appointment

• 55% say easy access to information is a key reason for “falling in love” with a brand

• 89% of customers will dump a brand for a competitor following a bad experience

• 86% of customers are willing to pay up to 25% more for a better customer experience

Source: Harris Interactive,Customer Experience Impact Report

Customers make most decisions by relying on their two-second first impressions based on stored memories, images and feelings.”

- Malcolm Gladwell, Blink


Being Sick is Stressful. Getting to Medical Appointments Shouldn’t Be.

31%are first-time visitors

88%visit rarely or

1-2 times per year

Late

Injured or sick

In an unfamiliar environment

Anxious about test results

Recalling medical information

Confused

Scared

Medicated StressedDistracted

© 2009-2015 Phunware, Inc. Source: Leslie Wolke Consulting


Wayfinding Impacts Patients, Staff and Revenue

OF FIRST TIME VISITORS REPORT CONFUSION30%

OF REPEAT VISITORS ARE CONFUSED15%

OF STAFF MEMBERS CAN’T FIND THEIR DESTINATION28%

OF HOSPITALS REPORTED IDLE STAFF WHEN PATIENTS ARE LATE40%


Hospitals Are Often Externally Complex

Wayfinding is compounded by the physical make-up of hospitals:

• Buildings have been added over time• Multiple construction projects happen

simultaneously• Buildings have been merged

24 | phunware.com Credit: Leslie Wolke Consulting


Hospitals Are Often Internally Intimidating

Confusing hallways, "off-limits" areas and multiple parking areas all contribute to difficult wayfinding.

25 | phunware.com © 2009-2015 Phunware, Inc. Credit: Leslie Wolke Consulting


Employees Only Know Their Own Area

• Staff are confident, friendly and levelheaded

• While familiar with their own area, they may not be familiar with other areas of the facility

• It is difficult to keep wayfinding information up-to-date with changes such as construction or department moves

Credit: Leslie Wolke Consulting


Missed Appointments: A High Price to Pay

A 5% no-show rate could result in losses of up to

$8 million*

Based on a conservative estimate of $200 per missed appointment.

Source: Intermountain Medical Group case study

5% missed appointments


Missed Appointments by Type

• 50% no-show rate isn't unheard of in some specialty clinics (ex: colonoscopy)

• Subspecialties like neurosurgery and urology incur the highest loss per case: $5,962 and $4,758 respectively

• Urban clinics commonly have no-show rates of 10-20%

• Teaching hospitals commonly have no-show rates 2.23 times higher than small to mid-sized community hospitals

Across the board,between 4% and 12% of all appointments are missed.


Patients Most Likely to Miss Appointments

• Are single, under the age of 34

• Carrying Medicaid insurance (or no insurance at all)

• Older patients recently divorced or widowed

• Patients who live 60 miles away or farther from the clinic or hospital where their next

appointment is scheduled

Source: Post Gazette, No Shows Cost Billions, 2013

Research shows clinic scheduling controls as much as

1/3 of the probability

that a patient will show up.


Reducing Missed Appointments

Studies report missed appointments decrease by 5% to 20% for patients who received an single mobile appointment reminder.

20%

5%

Percentage of missed appointments

Single patients under the age of 34 are the most likely to miss appointments, and 81% of people under the age of 34 have a smartphone.


5

Guide the Patient Journey with Phunware

To the parking lot Across departments

From the neighborhood All the way to the office

Through the front door


Phunware’s Benefits for Patients and Visitors

• Real-time indoor and outdoor navigation

• Interactive directories with one-click navigation

• Reminders about appointments, prescriptions and more*

• 24/7 access to hospital-created content such as surveys, educational content, and information about hospital events.*through an integration with EHR systems

32 | phunware.com


Dignity Health: Real Life Example“The addition of the

FrenchWay app here at

French Hospital provides

another resource with which

we can continue to improve

our patient and visitor

experience. This app will not

only make navigating the

hospital easier, it will also

ensure our patients and

visitors have access to the

latest French Hospital news,

information on services, and

even the newest promotions in

our gift shop.”


Mobile Wayfinding

• Can be integrated as part of the existing wayfinding strategy

• No infrastructure costs—most patients already own smartphones

• Unlike static assets, smartphones travels with the users as they navigate throughout the hospital

• Translation capabilities

• Update, manage and edit in the cloud

© 2009-2015 Phunware, Inc.


Wayfinding in a Language Patients Understand

Translation Capabilities Information in Phunware’s mobile app can be instantly translated into numerous languages to accommodate today’s diverse patient population.

Acronym Matching Common terms can be defined for acronyms and easily searched within the app. (For example, when a patient searches for “throat doctor” in the application, ENT will appear in the directory.)

Of 23 medical acronyms, only 4 were correctly identified by more than half the participants.


Not Just Another Pretty KioskPhunware’s mobile applications can be easily extended to kiosks using 10 to 24-inch tablets. With Phunware, your digital wayfinding solutions will always be in sync—the mobile application and the tablets can be updated easily from the cloud-based Map Editor Portal.

Kiosk Savings with Phunware Phunware tablets can be deployed foras little as $200 each

Typical non-Phunware kiosks cost approximately $5,000 each

For a hospital with 10 kiosks, Phunware’s solution provides a potential cost savings of more than $45,000


Patient Communications

Through integrations with existing EHR Systems, Phunware provides:

Appointment reminders Appointment confirmations Appointment rescheduling Medication reminders Treatment plan reminders Treatment plan compliance monitoring

Source: Journal of the Royal Society of Medicine

40% to 80% of medical information provided by healthcare practitioners is forgotten immediately. Furthermore, almost half of the information that is remembered is incorrect.


Manage Patient Outreach • Event promotion • Alerts • Push notifications • Curated content

Improve and Streamline Wayfinding • Easily integrate Phunware’s app with existing

wayfinding strategies

• Easily update campus maps in the cloud to display facility closures, staff -only areas, points of interest and more

• Make informed decisions with Phunware’s advanced analytics dashboards

Phunware’s Benefits for Hospital Administrators

38 | phunware.com


48%

39%

31%

35%

34%

33%

32%

28%

25%

25%

Quantifying a meaningful ROI

Defining meaningful point of differentiation

Achieving marketing alignment with staff

Determining impact of healthcare reform

Defending against market encroachment

Managing and improving brand reputation

Rethinking strategies due to budget cuts

Delivering superior patient experience

Communicating consistent brand message

Implementing social media strategy

Marketing Challenges According to Hospital Executives

% of respondents

Source: Smith and Jones, 2013 Survey for Marketing Executives

Areas where mobile apps can

help


Checklist for Launching a Mobile App

Leverage Your Mobile Partners• Mobile companies can provide best-practices for launching

your mobile application and help you adjust your strategy as you go.

Engage the Right Internal Team

• Make sure stakeholders from all departments- typically IT, Marketing, Customer Experience, Facilities and sometime the Office of Real Estate and the Innovation Lab- are aligned on mobile strategy and spend.

• Identify a champion- the person who is responsible for measuring adoption and updating the core team.

Set a Timeline • Align all activities around a “go-live” date. Provide several

weeks for internal Q&A once the app is considered “complete” before releasing it to the general public.

Set Adoption Goals • The success of the app can be measured in both downloads and usage.

Have a Kick-Off Meeting • Ensure all stakeholders are up-to-date on the app’s functionality and how it’s launch will effect their department.

Encourage All Staff to Promote the App• Encourage staff to discuss with patients at key points in the

patient journey, such as when patients check in for their appointment.

• Ask staff to include a link to the app on their e-mail signatures.


Strategies for Mobile Adoption

Physical Promotion

• Place physical signs at points of entry and waiting areas throughout the facility

• Signs can include an offer like “download our app and get a free coffee in the cafeteria”

Digital Promotion

• Promote on the home page of your website (as part of the rotating carousel if you have one)• Create a mobile-specific landing page• Run banners across high-traffic areas on your website • Promote on monitors that are set up in waiting areas

PR and Media • Press release• Media day• Mentions in local print publications


Your App is a Success, Now What? Maintenance • Ensure compatibility with future devices and operating system updates

• Fix bugs

Working with a cloud-based vendor like Phunware takes care of these issues for you.

Roadmap • New features req. to stay relevant• High R+ D costs

Phunware reduces the burden of innovation by regularly releasing new features.

Advanced Customization • Add new, unique or advanced feature to differentiate your brand and further engage customers

Phunware’s Professional Services team has created award-winning mobile apps for the world’s largest brands, including the Olympics App, the move-used app of all time.

Stay Relevant with Content and Promotions

• Regularly update your content and promotions to stay relevant with seasonality and the needs of individual patients

Through Phunware’s Content Management and Marketing Engines, you can easily create new content (ex: Stay Healthy this Flu Season), promote events (ex: Flu Shot Clinics) and offer promotions ( 25% off chiropractic consultation).


For Hospitals Without anExisting Mobile App

(or hospitals that would like a new app)

Healthcare-Specific Templates

Fully customizable and come fully baked with healthcare

features out of the box.

Where to Start with Phunware?

For Hospitals with an Existing

Mobile App

SDKs of Individual Phunware Features

Can be easily integrated into existing apps.

For Hospitals Wanting Advanced Features and/ora Custom User Interface

Fully Custom Solutions

Can be created by Phunware’s award-winning Professional Services team.


Wayfinding Pilot Process

Mobile Strategy Session

Deliverable: Recommended Mobile Roadmap.

Physical Pilot (with or without Beacons)

Deliverable: Using beacons or indoor Wi-Fi, Phunware will create indoor wayfinding for one building (up to two floors). Patients and visitors can download the application and use it to access content and navigate through the facility. Pilots typically run for 60-90 days.

Three easy steps. Three awesome deliverables.

1

2

3

Mobile Demo App

Deliverable: A unique, branded mobile application and map for your facility.


Conclusion

• Improving the patient experience with mobile saves hospitals millions annually

• Phunware has successful solutions deployed in the largest US Hospitals

• Getting started is easy and low-risk with Phunware’s 3-step pilot process

Phunware’s Home to Hospital to Health solution improves patient experience

and the bottom line.


Thank You

[webinar] mobile-powered patient experience

Healthcare

mobile health

mobile subscriptions

phunware overview

mobile searches

mobile adoption

phunware introduction

forrester mobile mindshift

uk corporate overview