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Accenture Study: Global Perceptions On Health

I’m at the WHCC 2010 in Washington DC, and I got to sit down with Greg  Parston from the Institute for Health & Public Service Value from Accenture.  They just released the results of their global study – Accenture Citizen Experience Study: Measuring People’s Impressions of Health Care

How do citizens rate the quality of health care in their countries?  How do they view government’s role in supporting – and improving – health and health care?  What actions do individuals consider important to making improvements, and how do they rate government’s performance in supporting these actions?

They looked at Australia, Brazil, Canada, France, Germany, Hong Kong, India, Ireland, Italy, Japan, Mexico, Norway, Singapore, Spain, UK, and the US. 

Some of the takeaways from the survey:

  • People around the world want government to address health disparities – access for people with difficulties and fair and equal access.
  • Accountability is a big issue.
  • Access to information is essential or very important (although only one of the top three actions for government in India).
  • Taking prompt, effective actions to resolve problems or difficulties had the largest gap between expectations and performance…75% rated this as essential or very important with only 26% believing that government performs this well.

But, you can read the study…My value here is the conversation with Greg.  Some of the things we discussed were:

  1. Will the US perceptions and expectations of government shift post-reform?  I hope they do the same survey again in a few years for comparitive purposes.  In the US, 62% (at time of survey) wanted government to improve healthcare but only 41% trusted the government to do a good job. 
  2. Men have a higher regard for US quality than women.  (The US was the only country more focused on cost than quality.) 
  3. The elderly (who have more frequent use) have a higher regard for the quality of the US system than younger people…so, where do the low utilizers form their opinions.
  4. People feel disengaged and are relatively uninformed in the US.  (But, how can this be given all the data that’s out there.  And, if the data was available, would people access it and use it?)  He believes that people are inquisitive and would use it.  The difference between other countries and the US is that there isn’t an integrated system for data.  Consumers would have to go to multiple systems to find data.  [I’m honestly more of a skeptic here in that the engaged people would soak up more data, BUT the people who drive costs today and in the future (e.g., pre-diabetics) who don’t engage today will still fall thru the cracks.]
  5. Today, conditional type data (i.e., diabetes 101) is better in the US than abroad, but localized data (MD 1 has better outcomes than MD 2) is worse.
  6. What would you do if you were the “Chief Experience Officer” at a plan?  He talked about focusing on transparency and pushing data out to the members which would build trust and loyalty.  [The question is how to value this and whether it’s relevant in a group market versus an individual market.]
  7. I told him I’d love to see politicians views (or healthcare workers views) versus the general public.  He said they’ve done some of that research in other areas and generally the issue is that politicians are looking for the short-term wins while the consumers have longer thresholds than we given them credit for.
  8. We talked about generation divides on expectations and technology.  The example he used was around EMRs where in general 58% of MDs expect to adopt the technology in the next 24 months, but it jumps up to 80% if you exclude the senior MDs that were surveyed.  (On the flipside, 65% of patients want MDs to have EMRs.)
  9. We talked about the value of metrics and scorecards and the need to publish this data.  The risk is making sure they stay useful, get used for decision making, and aren’t dropped randomly in the future. 

From the US survey:

National Stress Awareness Month

April is National Stress Awareness Month.  [It seems like there are a lot of these type of month / day “designations” lately.]  Here are some statistics from a Fast Company (April 2010) article

  • There are two types of stress – Distress and Eustress.  [Eustress – positive stress; Distress – negative stress…oversimplified]
  • A study of monkeys showed those suffering from more social stress held more abdominal fat (a precursor of heart disease).
  • 3 out of 5 global doctor visits are stress related.
  • $22.8B is spent on anxiety-related healthcare each year.
  • More than 275,000,000 working days are lost in the US each year due to absenteeism from stress.
  • Anxiety and mental-health issues are 5x more common today (2007) among high school and college students than they were at the end of the great depression (1938).
  • 2/3rds of spoken curse words are a result of stress.
  • 1 in 4 Americans admit to taking a “mental-health day” to cope with stress.  The cost to employers is $602 per worker per year.
  • 62% of Americans are stressed about work.
  • Stress fighting products and services are a $14B business in the US.

Voice Personality Is A Powerful Lever To Motivate Health Behavior

This article appeared in HealthLeaders (3/3/10) by two of my co-workers based on some very interesting work they’ve been doing.  

It’s not what you say, but how you say it that matters. The “how” includes a number of specific voice attributes, such as inflection, rate of speech, and intonation—all of which contribute to an overall perceived “voice personality.” 

Voice is a powerful lever in the ability to effectively communicate your message to ultimately motivate behavior. Would you be more apt to trust the voice of James Earl Jones or the voice of your local car dealer? How do you perceive these voices overall? Which voice personality most effectively delivers a message? The answers, of course, depend on the listener, what is being communicated, and the behavior you’re trying to motivate. 

In healthcare, individuals are educated and supported in the decisions they make about their health through communications. This article highlights a recent study of the impact of voice in healthcare communications and how individuals perceive voice as it relates to health messaging. 

Specifically, this research analyzes voice selection for interactive automated calls, an effective outreach channel widely used in healthcare to reach and motivate individuals. 

Subjectivity in Voice Selection
If you put a small group of people in a room and ask them to describe the voice they hear, the answers will be wildly different: “This voice sounds too perky.” “That one sounds robotic.” “This voice sounds friendly and cheerful.” Reaching a final conclusion about which voice is “best” often is a highly subjective process. 

While we don’t consciously listen to an individual’s voice attributes, we do subconsciously assess the voice’s characteristics and create inferences about the speaker. Over the telephone or on the radio, when voice is the focus, we paint a picture of how someone looks, what kind of person they are, their age, gender, and generally whether or not you trust them. 

We’re sometimes surprised in the end at how different the person is when we meet him or her face-to-face. By itself, voice impacts our perceptions, which affect how well we understand a particular message. 

In healthcare, it is a common belief that people prefer a female voice when receiving messages about their health. Perhaps this is because female voices are perceived as more nurturing and caring; and women are often the caregivers in the home. 

But is a female voice equally effective when communicating to all people, of every age, in every region, and for every type of health related behavior? For instance, is a female voice as effective for people of poor health status hearing a message about an important health screening? What about seniors hearing a reminder to take their cholesterol-lowering medications? 

Voice Research
To answer these questions, we created a framework to map specific voice attributes with voice personality. We conducted an attitudinal study to learn how people of different age, gender, and region perceive and respond to different voices. We surveyed 3,000 people across the country, in a statistically representative sample of the commercially insured U.S. population. 

Participants heard the same short informational wellness message spoken by several different voices representing a variety of ages, gender, and unique voice characteristics. Survey responders were asked to provide their opinions on the following: 

  • Is the voice perceived negatively or positively overall?
  • Which attributes do people generally use to describe a particular voice? (e.g., rate, volume, and age)
  • Is the voice perceived as introverted, extroverted, formal, or conversational?
  • Is the voice perceived as coming from someone who is more caring and sincere, or someone who is trying to sell something?
  • Do people believe and trust the voice?

The survey results provide a powerful depiction of how different voices are perceived by different segments of a population. 

What’s in a Voice?
High trust and care/sincerity ratings are important factors when trying to motivate healthcare behaviors. Medication adherence, for example, is associated with the quality of relationship between the patient and the physician. When people trust the voice they hear, and feel that the person speaking to them is sincere, they are more likely to change their behavior. 

There are many interesting attitudinal findings from our study including: 

  • Both men and women across all age groups preferred a male voice to a female voice overall.
  • Voices described as fast paced, young, highly extroverted, perky, and animated rated poorly in the trustworthy and caring categories.
  • Voices described as moderately paced, middle-aged, and well-spoken/educated, were rated most trustworthy and caring.
  • Seniors (those 65+ years old) aren’t as sensitive to voice age as other groups and don’t perceive older voices as necessarily older sounding. By contrast, younger groups perceive “older” voices more negatively.
  • Seniors aren’t as sensitive to the rate of speech as younger populations; therefore, slowing the pace may not be as impactful as was once thought for older populations.
  • Younger people (18- to 34-year-olds) are significantly more sensitive to voice age and rate of speech, which means very careful selection of voices for young audiences is important to drive behavior.,/li>
  • Young people showed stronger opinions overall between men and women when rating the voice gender they prefer. In other age groups, there is general agreement on voice gender preferences. Gender selection is therefore a more important factor for the 18-to-34-year-old age group.

The use of voice to motivate health decisions
The results of this study provide us insight into how people of varying gender, age, region, and health status perceive the voices they hear. Our goal is to validate how specific voices can be used as a lever to change behavior. 

Voice, like other communications levers, such as messages and timing, can be selected based on the demographics, purpose, tone, and intent of communication, as well as how voice supports brand identity. By validating attitudinal voice responses against behavioral activity, voice can ultimately become a measurable behavioral best practice in healthcare communications. 

While the bulk of our experience supports the conventional wisdom that a woman’s voice is more effective for healthcare communications, our voice research suggests that there are opportunities to use a male voice to measurably move health behavior. A recent outreach program to educate individuals about the importance of colorectal cancer screenings supports our attitudinal research. 

The outreach asked if the individual had received a screening during the past two years, and if they planned to schedule a consultation with their doctor. The same message was delivered by a male and a female voice. All population segments, including men, women, Caucasians, Hispanics, and Asians, answered the survey at a higher rate when a male voice was used versus when a female voice was used. 

Conclusion
By applying science and measurement, we can determine the voice qualities that are the most impactful for a specific health behavior and for a group of people. There are measurable patterns in overall voice preference. Communications programs aimed at driving individual behavior should include voice analysis. 

By measuring and understanding perceived voice personality, our research sheds light on an objective way to effectively apply voice in healthcare communications to ultimately impacts behavior change. 


Jack Newsom, ScD, is vice president of analytics at Silverlink Communications, and Ryan Robbins is voice production manager at Silverlink Communications.

Are You Pouring On The Pounds?

Now here’s an example of an ad campaign from NY that my change the way you think about soda.

And, from a recent article in Fast Company:

  • Drinking one can of soda per day can add as much as 10 pounds to your weight in a single year
  • People do not eat less food when the drink more calories…these are just more calories.
  • For every glass of sugared beverage consumed per day, the likelihood of a child become obese increases by 60%

“Snickers is a nutritional wonderland compared to a Coke.”

As someone who has evolved from a 12-pack of Mountain Dew per day in college to 7 Diet Cokes per day until a few years ago to 1-2 Cokes per day now, this may finally push me over the edge.  [Although I did go to zero per day for a year, and my weight didn’t change at all.]

World’s Most Admired Companies

Fortune published their annual list of most admired companies.  Only one of the top 50 is a healthcare company – Johnson & Johnson. 

The top 10…

  1. Apple
  2. Google
  3. Berkshire Hathaway
  4. Johnson & Johnson
  5. Amazon.com
  6. Procter & Gamble [some healthcare business but still primarily consumer products]
  7. Toyota Motor [survey was before all the recent issues]
  8. Goldman Sachs Group
  9. Wal-Mart Stores [some healthcare business]
  10. Coca-Cola

But, let’s look at some of the subgroups.

Insurance and Managed Care:

  1. Aetna
  2. United Health Group
  3. Wellpoint
  4. Humana
  5. Amerigroup

Pharmacy and Other Services:

  1. Medco Health Services
  2. US Oncology Holdings
  3. Quest Diagnostics
  4. Catalyst Health Solutions
  5. IMS Health

Pharmaceuticals:

  1. Abbott Laboratories
  2. Johnson & Johnson
  3. Novartis
  4. Roche Group
  5. GlaxoSmithKline
  6. AstraZeneca
  7. Amgen

Food & Drug Stores:

  1. CVS Caremark
  2. Publix Super Markets
  3. Tesco
  4. Kroger
  5. Safeway
  6. Walgreen
  7. J. Sainsbury
  8. Carrefour

Wholesalers:

  1. McKesson
  2. Owens & Minor
  3. Cardinal Health
  4. Henry Schein

Healthy Habits In US Aren’t Good

A few stats from the National Health Interview Survey:

  1. 61% of adults drink alcohol.  [Seems low to me…plus I thought some data showed red wine to be good for you]
  2. Only 31% get enough physical activity
  3. 40% do no leisure physical activity
  4. 20% smoke (and 21% are former smokers)

The report has shown no improvement in physical activity since 1997.

The data did show that education makes a difference.  More educated people were less likely to be smoking, more active, less likely to be obese, and less likely to have slept 6 hours or less in the past 24 hours.  And, it showed that married adults are more likely to have healthier behaviors than people who are divorced, widowed, or separated.

Google Health And SureScripts

I’m just catching up with this announcement from a few weeks ago. Google Health has added Surescripts to their partner list. This is interesting to me on a few fronts.

1 – Can this solve the portability issue? Today, if you change employers, your prescription history gets reset. If your employer changes health plans or PBMs, your prescription history gets reset. While this isn’t always a major issue, that history is important both for a DUR (i.e., drug-drug interaction) perspective but also from a research perspective (e.g., Medication Possession Ratio).

2 – Google is going to message users about potential DUR issues. That is a big value proposition of the PBMs. Given the other threats to their business model ($4 generics, direct-to-consumer mail order, claims administrators, legislation, pharmacy to employer contracting), is this another issue?

Addressing Hospital Readmission Rates

High hospital readmission rates are a real source of concern for health plans, from both a quality and cost perspective. With 20% of Medicare patients being readmitted within 30 days of discharge, health plans and their partners have a significant opportunity to reduce readmission rates across all populations. Even just a half-point drop in readmissions for a Medicare plan with 1 million members can yield $10 to $15 million in annual medical cost savings.

In a new podcast, Dr. Jan Berger, Silverlink’s Chief Medical Officer, discusses how health plans can address this costly, growing issue affecting our healthcare system. Dr. Berger offers best practices for reducing readmissions such as:
• Expanding outreach to entire discharged population
• Reaching out within 24-72 hours of discharge
• Coordinating communications among members, physicians and care managers
• Identifying members at risk for readmissions

Download this podcast and visit our new Post Hospital Discharge Microsite to access other valuable resources on this important healthcare topic.

Light and Sneezing

I’d never heard of this until the other day but apparently 18-35% of the population has something called Photic Sneeze Reflex. A friend first brought this up when she mentioned that she sneezes when going from darkness to light. Apparently, the nerve that controls sneezing is very close to the nerve that controls visual impulses to the brain.

In one story about it, it says it is an inherited trait so kids have a 50/50 chance of having it. Not surprisingly based on when this came up in a meeting this week, some of the people thought this was normal (since they do it) and others thought it was crazy (since they’d never experienced it).

The other thing I learned was that some people with it use bright light to trigger a sneeze which is on the verge but not happening.

DBN On Mandatory Mail

I’ve talked a few times about mandatory mail on the blog and after talking with Drug Benefit News (DBN), a few of my comments appeared in today’s publication.  One of the hypotheses in the article is that mandatory mail is growing (which doesn’t surprise me in this tough economy), and Ken Malley from Medco is quoted several times in there talking about their growth in the program.  He says they have 11M lives in the program which I believe would be more than anyone else.  I also think the Medco program with RiteAid which is described is probably something that clients would like a lot and similar to the Maintenance Choice product that CVS Caremark is offering. 

My comments in the article are mostly about the importance of communications which can ease the transition to mail.  The article also quotes Claire Marie Burchill from Cigna about communications and branding.  They called mandatory mail the “pharmacy of choice” which is not unusual.  When I was at Express Scripts, my team changed it to “Exclusive Home Delivery” and Medco calls it “Retail Refill Allowance”.  [This is the whole concept of framing which is core to communications.]  

The fact is that once members start using mail pharmacy, the overwhelming majority of them like it, “but the challenge is more the inertia of getting them started,” Van Antwerp says. “They need a good boarding experience at mail around first fill, and then it becomes more automatic.” Depending on the payer, mail-order customer retention rates vary from 75% to 95%. 

He adds that if more plans start implementing mandatory programs, “initially you’re going to get some disruption, because people push back against change.” However, once patients realize that they can receive 24/7 support and save money, “most people will be pretty happy,” Van Antwerp says. 

 

All of this plays into the other benefits of mail order – faster generic substitution, adherence, convenience, and savings.  The other key is aligning pricing and plan design to drive mail order which remains a challenge across the industry but is critical.  

The one thing we didn’t get into in the DBN article was the science of communications and how important it is to understand consumers and what motivates them.  I think this is the future of pharmacy.  A good segmentation and targeting strategy allows you to personalize communications and deliver the right message at the right time to the right person using the right channel with the right message to motivate them.  It’s not that easy to do, but it can be done.

CVS Caremark, Behavioral Economics, Social Media, and Adherence

Yesterday, CVS Caremark announced an expansion on their research partnership with Harvard to include three people focused on behavioral economics and social media.  The focus of both these efforts is around prescription compliance (an almost $300B problem).

The work is going to be focused on three areas:

  • Providing Appropriate Incentives: Research how appropriate financial incentives – in the form of lower copays and immediate up-front rewards – motivate consumer decisions to help improve health care behavior.
  • Developing education tools: Determine how education materials and programs targeting consumers can be applied to persuade positive behavior that will affect meaningful change for patients.
  • Tailoring Communications: Studying how specific messages resonate with individuals to promote improved health outcomes, adherence and personal care.

50,000 Adults Die Each Year Of Vaccine Preventable Diseases

Diseases easily preventable by adult vaccines kill more Americans each year than car wrecks, breast cancer, or AIDS.

I found this article from WebMD to be both interesting and surprising.  According to the article, the diseases are flu, Hepatitis B, pneumococca, meningitis, shingles, human papillomavirus, tetanus, and whooping cough.

According to the CDC survey:

  • Pneumococcal vaccine is used by 25% of Americans at high risk of severe illness and by 60% of Americans aged 65 and older.
  • Hepatitis B vaccinations were completed by 32% of high-risk U.S. adults under age 50 and for 34% of non-high-risk adults under age 50.
  • HPV vaccinations have been given to only 10.5% of American women 19-26 — and only 6% got all three shots.
  • Tetanus shots are current for only 60% of U.S. adults under age 65 and only 52% for older adults.
  • Flu shots are taken by fewer than two-thirds of adults at high risk of severe flu complications.
  • Shingles vaccines are taken by only 7% of U.S. adults 60 and older. 
  • So, that begs the question of whether consumers should be responsible for costs if they don’t take preventative measures.  I’m sure there are lots of reasons why they shouldn’t be, but let’s assume that the cost of vaccines were covered AND that their healthplan communicated to them the need to go get vaccinated.  In that case, if someone doesn’t get vaccinated, becomes sick, and causes thousands of dollars in cost to be incurred (which all of us pay for), is that ok?

    I have no problem bearing costs for people who are uninsured and support universal coverage.  I have no issue paying more if I can’t control my weight or chose to make bad decisions.  I see healthcare as covering things that I can’t prevent – accidents, genomics, etc.

    New Player – Drug Trend Report – InformedRx, an SXC Company

    The list of PBMs producing drug trend reports continues to grow with InformedRx entering the research publication area.  Now we have Express Scripts, Medco, CVS Caremark, Walgreens, and Prime Therapeutics

    • Their book-of-business trend for 2007 and 2008 was 0.5% PMPY.
    • Their GDR was 69% (a 7.8% increase over the prior year).
    • Their non-specialty trend was -0.5% in 2008.  [This makes me wonder if they had become more aggressive on plan designs in that period to drive negative trend.]
    • Their specialty trend was 9.6%.
    • They have a list of options to mitigate drug trend.  I was pleasantly surprised to see the first one was preferred or restricted retail network arrangements.  (The 3rd thing was targeted member communications.)
    • Their costs per Rx were: (not sure if this is AWP, client billed amount, or something else)
      • Total – $52.47
      • Brand – $110.82
      • Generic – $18.09
    • Their utilization trend was 0.3%.
    • They have a brief therapeutic class section on the top 5 classes.
    • 80% of the new chemical entities that are expected to reach the market in the new year will fall in the specialty category.
    • They state that the goal on 4th tier (specialty) and 5th tier (life style and cosmetic) is the have an equal cost share between clients and members.  [I’m not sure I understand if this means to continue the same percentage cost share or to split the costs 50/50 on that tier.]
    • They mention that an approach to use is pplacing DAW penalties in place.  [I can’t believe that companies don’t have this in place today…shame on an account manager who hasn’t convinced their client of the logic of this.]
    • I’m a little confusioned on pg. 25 when they talk about adherence and drug cost savings.  I thought that costs would go up on the pharmacy side but produce savings on the medical side.
    • I was also surprised to see that they were recommending a mail copay for 90-days equal to two 30-day retail copays.  I thought that this had to be closer to 2.5 retail copays to make sure the client saved money.

    Overall, I think it’s a good first document.  It reads easily, but I think it needs more primary research.  I also think the forecast at the end has to be a little more visionary.

    09-10 Prescription Drug Benefit Report

    As they have for the past few years, Takeda has sponsored a study by PBMI on employers and their prescription drug plans.  The report is called the 2009-2010 Prescription Drug Benefit Cost and Plan Design Report.  It has some interesting data.  (The survey is of 417 employers representing over 7M members and was completed in May/June 2009.)

    • 87% of respondents have a multi-tier formulary.  (Closed formularies are almost disappeared.)
    • 97% offer access to mail order.
    • 17.4% use mandatory mail.  (22% of self-insured and 8% of fully insured)
    • 84% allow for 60+ days supply to be dispensed at retail.  [surprisingly high to me]
    • 60% of employers offer a specialty benefit.
    • Members pay an average of 25.2% of retail Rxs and 19.2% of mail Rxs.
    • Almost 1/2 of employers have adopted a value-based design.
    • Only 89.5% use a refill too soon edit.  [Why not 100%?]
    • One question I found very interesting was who was responsible for plan design:
      • Fully insured – 49.3% rely on insurance carrier (makes sense); 25.4% HR staff; and 12.7% consultant.
      • Self-insured – 56.4% rely on HR staff; 18.6% use consultants; and 7.1% use PBM. 
      • [Very surprised that PBM use was so low.]
    • Almost 10% of respondents said that drug benefits were >50% of their job responsibility.  [I didn’t realize this was true any place other than the top few employers.]
    • 3.8% have a maximum annual benefit for drugs.
    • 30% use their PBM as an exclusive provide for specialty, but 54% require dispensing thru select specialty pharmacies. [I think this speaks to more PBMs and PBAs which don’t own their own specialty pharmacy.]
    • For employers concerned about affordability, they asked what they were doing:
      • 47% do employee education – generics, mail order, network pharmacies, and preventative drugs
      • 29% don’t know
      • Only 3% use step therapy [really surprising]
    • The average copays were:
      • Retail – Generics ($9.94); Preferred ($28.18); and Non-Preferred ($47.71)
      • Mail – Generics ($22.06); Preferred ($61.80); and Non-Preferred ($106.94)
    • They captured low, average, and high data points for each level.  Some crazy client has a $50 generic copayment.  [Why bother?]
    • MAC (Maximum Allowable Cost) is only used by 71% of clients at retail and 46% of clients at mail.  [Every client should have MAC set up.]
    • Their average pharmacy reimbursement was:
      • Retail Brand – 16.4% off AWP
      • Retail Generic – 45.8% off AWP
      • Mail Brand – 23.7% off AWP
      • Mail Generic – 57.3% AWP
    • The PMPM utilization numbers are interesting:
      • 1.06 active employees
      • 2.05 retirees
    • 58.5% of employers cover OTCs.
    • Their list of utilization management tools and usage surprises me:
      • 11% use academic detailing
      • 20% use copay relief / waivers
      • 69% use disease management
      • 44% use dose optimization
      • 38% use face-to-face pharmacist consults
      • 16% use generic sampling
      • 44% use outbound phone calls
      • 29% use pill splitting
      • 23% use prescriber profiling
      • 81% use prior authorization
      • 89% use quantity level limits
      • 47% use retrospective DUR (drug utilization review)
      • 59% use step therapy
      • 55% do therapeutic substitution

    Do You Live In A Miserable City?

    This is always one of those things that some statistician puts together based on different statistics that you may find interesting, irrelevant, or offensive.  But, for me, it’s always interesting as we know the factors that go into this list contribute to health.

    This list of America’s 20 Most Miserable Cities is based on Forbes.com’s Misery Measure which looks at unemployment, taxes, commute time, violent crime, and success of the city’s pro sports teams.  Interestingly, it also looks at corruption of local officials.

    1. Cleveland, OH
    2. Stockton, CA
    3. Memphis, TN
    4. Detroit, MI
    5. Flint, MI
    6. Miami, FL
    7. St. Louis, MO
    8. Buffalo, NY
    9. Canton, OH
    10. Chicago, IL

    Prime Therapeutics Drug Trend Report 2009

    It’s been a while since I did all my analysis on the drug trend reports last year. It’s almost time for some of them to start coming out again. Prime Therapeutics typically publishes their document at the end of the season (see press release). (see my review of their 2006 trend report)

    In general, I liked the report. It was an easy read and something that I think anyone could pick up and understand.

    General Notes:

    • Prime is owned by 11 Blues plans and partners with 5 additional plans.
      • $8.3B in drug spend under management.
      • 27% annual membership growth
      • 94% member satisfaction
    • Prime’s drug trend (PMPM cost) decreased by 0.5% in 2008. (Specialty trend was only 0.9%.) This is their 6th year of single-digit trend which is great. [I really want to dig in and know why – population, drug mix, plan design.]
    • Their generic fill rate was 63.7% (in December 2008). [This seems low…CVS Caremark’s for the same period was 66.3%.]
      • Some of this is plan design, but I think their average age is lower than other PBMs which would drive a lower GFR with higher acute drug use…which is more likely to be generic. [I’m speculating on age, but they share that their average age is 33 which seems low.]
    • 1.1% of their total Rxs were specialty drugs.
      • Neither here nor there, but they are the first company I’ve seen to show ingredient costs per day for specialty. (It was $75 vs. $2.50 for traditional drugs.) Most show costs as a 30-day supply.
    • Their average costs per Rx were $61.87.
      • Brand = $132.65
      • Generic = $19.20
    • Their Rxs PMPY remained flat at 11.5 which still seems low to me. [They state that the average number of retail Rxs per capita was 12.6…does that mean it’s actually higher once you add in the mail Rxs and adjust for days supply?]
    • Their average member cost share was 26.4%.
      • 27.2% for brands
      • 40.1% for generics
      • 5.0% for specialty
    • For Medicare, the utilization is much higher at 47.9 claims PMPY.
    • Their average age was 33.3 (commercial) and 72.7 (Medicare).
    • The GFR for their Medicare business went up 8.7 percentage points to 71.3% which is a huge jump.
    • I like how they break traditional drugs into two buckets – Spectrum (not my favorite name) and Focus. This allows them to show different strategies on these two (vs. specialty).
      • Focus are drugs for high blood pressure, high cholesterol, diabetes, respiratory disorders, and depression.
    • They say they have a GFR of 34.9% in specialty. [This seems incredible. I didn’t realize there was that much generic opportunity but maybe I’m outdated here.]
    • They show a chart on page 30 around generic fill rate which seemed strange to me. It shows the best in class sometimes exceeding what they consider the theoretical maximum. I think I understand why, but I’d have to challenge whoever came up with the theoretical maximum if I already have clients exceeding it.
    • They have a Generics Plus drug list which I imagine is a lot like the High Performance Formulary which we had at Express Scripts and was part of my GenericsWork solution that I launched when I was there.
    • They are the first PBM that I’ve seen recommend a $5 generic copay to try and avoid prescriptions being processed for cash and losing those claims for DUR purposes. I think this is great.
    • I was surprised to find out they have a generic drug alert program. [A program telling me the drug that I’m on is now available as a generic.] They might be the only PBM I know with this. From a consumer perspective, I think this is great. From a business perspective, I know that almost all of these people will get switched by their pharmacy to the generic without doing anything so the value of that mailing is pretty limited.
    • I was surprised to see them quote the Harris Interactive study from March 2005 on barriers for refilling medications. I like to see their data to compare.
    • They have a section on value-based plan designs and provide three types of pharmacy solutions – drug-based, behavior-based, or risk-based. Sticking with their focus on risky patients, they recommend a risk-based model. I like this concept although I’m more of a behavior based advocate myself. They other question I have is can you offer lower copays for people at risk without having any type of “equity” issue with the other employees within the same plan?
    • They have an Adherence Report which conceptually I like although it only goes out every 6 months. There is research out there that says intervening after a 14-day gap-in-care (i.e., lack of adherence) is important to get people back to therapy.
    • One of my favorite images that they’ve been using for a few years is the one below. It shows using a predictive model to focus on at-risk members and allows you to especially focus on those that are at risk based on medical data, but have no Rx claims. (Something they can do with the ownership by the Blues and access to medical data.) [They say these people are zero percent adherent which is a term I’ve never heard anyone use before.]

    Key Research Points:

    • For high risk patients (survived a heart attack or show signs of heart disease), one heart attack can be prevented for every 16-23 members who regularly take cholesterol lowering medication.
      • 3.2% membership is high risk and not on a cholesterol medication.
      • Patients who receive a targeted outreach are 3x more likely to begin therapy
    • Every one percent increase in GFR (generic fill rate) has the potential to reduce pharmacy expenses by 1-2%. [Walgreens also used 2% in their drug trend last year which is higher than what I’d seen before.]
    • They talk about increasing generic usage as likely to increase member’s adherence. [I think Dr. Will Shrank has shown in some of his research that those that start on generics are more likely to be adherent.]
    • I’d love more detail on the case study on page 9 so maybe I’ll have to read the references…BUT what it says is significant:
      • By getting 5,000 high risk members with high blood pressure to be compliant with a statin for 1 year, they saved $2.1M in potential medical costs.
        • Avoided – 44 heart attacks, 5 strokes, 20 heart failure hospitalizations, and 8 kidney failure hospitalizations requiring dialysis
    • There are currently 183 medications in development to treat diabetes and related conditions.
    • Patients with type 2 diabetes are 2.5x more likely to be hospitalized if they do not adhere to their medication therapy.
    • Those who report being non-adherent to their cardiovascular medications have a greater than two times the likelihood of having a heart attack, stroke, or other cardiovascular event.
    • For every heart attack avoided thru proper use of high blood pressure or cholesterol medication, a plan sponsor could save approximately $30,000.
    • Drugs for MS (multiple sclerosis) patients have a monthly cost of $2,200 (wholesale). 1 in 5 members with an out-of-pocket cost > than $250 declined to fill and they were 7x more likely to decline than members with costs of <$100.

    Potentially Conflicting Statements: (you have to read these things closely to find this stuff)

    • On pg. 21, they recommend a $10 copay for generics, but on pg 32, they say adherence is best when your generic copay is less than $10. Maybe two different questions, but seems inconsistent.
    • On pg 32, at one point they say that every $10 difference in Tier 2 copayments leads to a 2.3% higher GFR and in another point, they say a 2-3%. [I might be missing something here since the two are worded slightly different.]
    • On pg 35, they say that step therapy encourages members to use a generic alternative before a “second line, usually more costly brand medication.” I think this is meant to imply that it’s usually a brand drug versus it’s usually more costly. But, then on pg 46, they say before a “more costly medication”. It’s possible to have a generic as step one (or an OTC) than a more expensive generic as a step two, but I don’t think that’s very common. [For you clinicians, think H2 before generic PPI before brand PPI from a few years ago.]

    Splitting Up CVS Caremark – Stupid – Just Learn How To Compete

    The fact that the NCPA [see their press release on this] and others in the pharmacy community have chosen to push for the FTC to investigate the CVS Caremark merger and continue to encourage this is ridiculous.  CVS has owned a PBM (Pharmacare) for years.  Walgreens has its own PBMLongs had a PBM (RxAmerica).  Kroger’s has a PBM.  Unless I’ve missed it, I don’t remember hearing about them not being able to own a PBM or seen complaints about their ownership.  [And, like Adam Fein – I didn’t know this retrospective breakup was even an option.]

    So, I perceive this whole FTC issue as a backhanded strategy to gain a competitive advantage over a competitor that’s beating them in the market.  [Just imagine the distraction of having to split the companies up or the hassle of having to put in a bunch of additional limitations.]  We know that independent pharmacies have continued to lose marketshare for years to retail chains and mail order.  It’s no different than any other market where scale matters (e.g., hardware stores).  If small pharmacies can compete, they should figure out how to make money and demonstrate value that people will pay for and stop focusing on crying wolf about a successful competitor.  [More on what I would do another time.]

    I’ve been a big believer of retail and PBM integration for years.  At Express Scripts, we only thought there were a few companies that could buy us – Walgreens, Wal-Mart, or United.  At this point, I don’t see that happening, but I see lots of efficiency in leveraging plan design, retail face-to-face counseling, pharmacy automation at mail, and other coordinated solutions.

    Another issue that is raised [in complaining about the CVS Caremark integration] are patient complaints.  These are certainly possible, but isn’t that a BBB issue or someone else’s issue.  Unfortunately, I bet you can’t find a pharmacy or a PBM without some patient complaints.  People take their healthcare personally and hate change.  BUT, I can’t imagine that I would go to the government and point out that some clients of my competitor aren’t happy.  [And the fact that politicians believe the hype and try to push stupid legislation like HR 4489 makes a mockery of our government.]  I’ve talked about transparency before so I won’t harp on this here, but how many companies (in our capitalist society) are required to provide data about margins and forced into a certain business model. 

    Another issue you hear is about CVS Caremark “steering” people to preferred pharmacies (CVS, mail, specialty).  First off, this is not a PBM decision.  Limited retail networks have been an option for ever.  Clients chose what plan designs to implement.  The PBM’s job is to implement these plans and manage them effectively.  PBMs and consultants (e.g., Hewitt, Mercer) often model out the options for the clients so they learn how to save money.  And, in many cases given the pace of cost increases, if these options didn’t exist, then employers would drop benefits quicker.

    Finally, the data doesn’t lie.  Members are generally very happy with the PBMs and mail order (or as much as they are with any “managed care” type company).  PBMs save clients money (and make money doing it).  PBMs provide clients with data.  Clients have lots of options for “transparent” companies and there’s been no big movement of marketshare to them.  PBMs drive adherence.  Mail order patients are more adherent.  Specialty mail order pharmacies drive successful outcomes.  The point is that the model works…stop trying to fight the model and come up with a better mousetrap. 

    [Enough ranting for the evening.]

    How Many Top Companies To Work For Are In Healthcare?

    I always find the list of the top 100 companies to work for interesting.  It’s interesting to see who makes the list and what they do for their employees.  And, it always make me think back to 2004/2005 when Express Scripts set a goal of being on the list.  We took our initial internal survey and identified what we needed to do to improve.  And, part of our incentive compensation the next year became an improvement in our scores.

    Now as I look at the 2010 list that just came out, I’m always interested to see what healthcare companies make the list.  This year there are 17.

    # 17 – Methodist Hospital System

    #19 – Genentech

    #25 – Novo Nordisk

    #26 – CHG Healthcare Services

    #32 – Baptist Health South Florida

    #40 – Scripps Health

    #46 – Ohio Health

    #50 – King’s Daughters Medical Center

    #55 – Mayo Clinic

    #60 – Indiana Regional Medical Center

    #63 – Southern Ohio Medical Center

    #74 – Children’s Healthcare of Atlanta

    #79 – Meridian Health

    #81 – Atlantic Health

    #85 – Arkansas Children’s Hospital

    #96 – LifeBridge Health

    #99 – Winchester Hospital

    Interview with Cyndy Nayer from the Center for Health Value Innovation

    I had a chance yesterday to sit down and talk with Cyndy Nayer (President, CEO, and co-founder) from the Center For Health Value Innovation. For some of you, this is a new buzzword for others it has been around a while. I remember back in the early 2000s when stories of Pitney Bowes kept popping up and then working with a few of our clients (like Marriott) when I was at Express Scripts on what were being called “value-based designs”. [I even had an offer to go to ActiveHealth (now part of Aetna) and work on their Value Based offerings several years ago.]

    And, it’s a small world. Several people from my past are involved: (1) Peter Hayes was a client at Express Scripts and (2) Roy Lamphier played soccer with me in high school.

    What is the Center For Health Value Innovation?

    The center is an “information exchange” for value based design which as she points out is much more than just a prescription benefit and not simply giving people free drugs to make them more compliant. [If only it were that easy!]

    What do you mean by Information Exchange?

    A place where people can share stories, trends, info, and research. They see their job as getting information out there and providing support around modeling, analysis, and identifying gaps. [And, I know they do a lot of education as you can see Cyndy at many conferences.] She talked about educating the marketplace on an “actionable format” for implementing value-based design.

    Can you describe Value Based Design?

    Value Based Design is a suite of insurance design, incentives, and disincentives that support prevention and wellness, chronic care management, and care delivery. It is focused on linking stakeholders across the care continuum and developing structures like outcomes-based contracting where all stakeholders benefit from better health outcomes.

    She mentioned that in an upcoming edition of the Journal of Benefits and Compensation that there will be a paper that builds on some adherence concepts to discuss the 5 Cs of Value Based Design: [Noting that the first 3 come from some work from Merck.]

    • Commitment
    • Concern
    • Cost
    • Communication
    • Community

    We talked about the need for communications to be multi-directional and include the patient, the physician, the pharmacy, and other caregivers. We talked about community needing to expand on that to include family, the employer, and other entities. [As we all know, health care is local and value based design is no different.]

    We spent a little time here talking about community, and the need for this to happen at a community level. [Much like e-prescribing and other things have found out that localized momentum is important.] One question in my mind is who is the catalyst – the hospitals, the physicians, the local managed care companies, employers, grocery stores, wellness companies, pharmacies.

    We talked about the fact that this isn’t the same as Accountable Care Organizations, but like that concept, this has to be developed as part of the fabric of the community not imposed on the community.

    Being from Detroit, I asked if this was a model for them to help develop around. That is an area of focus and there has been some work done in the Battle Creek, Michigan area.

    Why are employers so interested in Value Based Design?

    Originally, employers were interested since it was something new, but the recession forced them to look at this more seriously. But, this is a long-term process and something which they benefit from. Better health lowers absenteeism, and businesses need health communities and healthy workers for growth.

    Why don’t companies implement Value Based Design programs?

    Companies don’t implement them because they’re not prepared for the amount of work needed to get started and it’s not a cheap fix. [If you want to save money, just drop the benefits…not that anyone really advocates that.] We talked about that lots of people react to the urban legends of just giving out free drugs [which isn’t Value Based Design] which would be easy. Companies need to realize there is work to be done to communicate this, design it, and manage the implementation across the community. BUT, once it’s installed, it’s completely sustainable.

    Is there a certification (i.e., URAC) for value-based design?

    She told me that nothing exists today and that it would be hard to do. Today, there isn’t alignment in the marketplace around incentives and a standard model. They spend a lot of time working with different groups to drive education and training to link health and productivity measurement with value and functional performance.

    What’s next for 2010?

    In 2010, they will be bringing much more information forward on how to support and extend the work done in the 1st book (Leveraging Health…which Dr. Jan Berger, Silverlink’s Chief Medical Officer co-authored with the Center) and the decision matrix that they recently published. They will continue to serve more as a guide helping interested parties in private, invitation only events to design solutions and then bring those solutions to market.

    How does someone learn more about Value Based Design?

    The simple answer is to go to the Center For Health Value Innovation website. They have a whole library of information there.

    Sleep Deprivation No Longer A “Badge of Honor”

    I would argue that for years many people bragged about how little sleep they got (as a proxy to show how hard they work).  Has that changed or will that change?  I’m not sure.  The whole concept of face time is often more normal than the work smarter not harder concept.

    The question of course is whether research on the impact of sleep deprivation will change anyone’s mind.  In an article I just read, it has several key points from a recent study [by Daniel Cohen, Harvard Medical School, Science Translational Medicine journal]:

    • Studies estimate that almost 30% of Americans get less than 6 hours of sleep per night.
    • The circadian rhythm hides the effects of chronic sleep loss and gives people a second wind btwn 3-7 pm (before they fall off a cliff in terms of attention).
    • If you stay up all-night on top of sleeping less than 6 hours a night for the past 2-3 weeks, your reaction times are 10x worse than they would have been if you just pulled an all-nighter. 

    “A large segment of the population may be at a high risk of committing catastrophic errors” (Eve Van Cauter, sleep researcher at the University of Chicago)

    Given the risks of error, the impact on health, and other issues, it would seem like companies would want to discourage this “badge of honor” and encourage people to get appropriate sleep.

    Medco: 6% of Seniors Take 20+ Rxs Per Day

    From a Medco Health Solutions survey of seniors 65 and older who take medications.  [Note that 20% of insured seniors did not take any medication on a regular basis.]

    (Note: Chart re-created by me based on appearance in USA Today Snapshots.)

    Double Whammy: Lose Job and Become Sicker

    A study released earlier this year suggests that losing your job can increase your odds of developing a new stress-related health problem by about 80%.  (read more)

    The study also suggests that just the threat of losing your job can do this and that those that keep their job are also at risk.  Oh well…If you’re a fatalist (like Michelle Obama), then you’re pretty much doomed in this economy.  But the reality is that life is stacked against you.  You need to take the bull by the horns and be responsible for your healthcare otherwise you enter that death spiral (literally).  And, being unhealthy will cost you more – medicine, physician visits, life insurance premiums, individual health insurance costs, absenteeism, salary (see below).

    “Economists Susan Averett and Sanders Korenman studied the effects of obesity on wages, using a sample consisting of individuals aged 16-24 in 1981 who were 23-31 in 1988. They showed that women who were obese according to their Body Mass Index (BMI) in both 1981 and 1988 earned 17 percent lower wages on average than women within their recommended BMI range.

    Women are not the only ones to suffer discrimination based on appearance. While obesity had a slightly negative effect on a man’s earning power, height seems to play a much more significant role in determining a man’s salary, with shorter men getting the “short end of the stick.”

    So, one of the important things to do is understand the impact of stress and focus on stress management (see tips).  Regular exercise is a good way to help with this (and helps with your overall health and weight management).

     “Stress can increase blood pressure and heart rate, which can tax the heart.  We’re seeing more people who are putting on weight because they aren’t eating well under stress.”  (Marc Eisenberg, MD, Columbia University)

    [P.S., Don’t forget that if you like these blog postings that you can get them sent to you an e-mail every time I post.  To get that, simply sign up here.)

    2010 Banned Words?

    I think of Lake Superior State University as a place I expect to see list for NCAA hockey championship, but not the literary location that would be producing the 35th annual List of Words Banished from the Queen’s English for Mis-use, Over-use, and General Uselessness.

    But, it seems to get lots of media play, and in the spirit of helping you trim your communication choices in the new year…

    1. Shovel-ready [I’ve never heard anyone use this.]
    2. Transparent / transparency [about time]
    3. Czar [doesn’t seem like a democratic term]
    4. Tweet [seems too early to kill this]
    5. App [might also be a little early]
    6. Sexting [n/c]
    7. Friend, as a verb [I think social media will keep this around for a while]
    8. Teachable moment [I actually like this one and didn’t realize it was a commonly used term]
    9. In these economic times…
    10. Stimulus
    11. Toxic assets
    12. Too big to fail
    13. Bromance
    14. Chillaxin’ [Never heard this one…maybe just not that cool]
    15. Obama, as a prefix [Agree…I was never a fan of Obamanomics, etc.]