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Most Prescribed Drugs for Kids

Another factoid from USA Today…Healthcare (due to costs) has been a front page issue in business for most of the past decade. Just over the past 3-5 years has it become a front page consumer issue. It is rare that I can pick up USA Today, go to MSN, or open up my iGoogle news page and not see one or more article about healthcare. This is certainly a positive step in the consumerism path.

None of us would be ready to take on more responsibility for our healthcare until it becomes ingrained in our head about the basic market dynamics and sources of information.

This list of drugs is pretty telling about children. As I have heard asked many times “Are these conditions really more prevalent today or are we better at diagnosing them or are we simply a culture that is more willing to medicate marginally impacted people to stop any problem?”

Here is a chart from the 2004 Medical Expenditure Panel Survey which shows the top 5 drugs based on spending (in millions). (shown in USA Today Snapshots on Nov. 13th on the frontpage of Section D)

P4P – Pharmacists vs. MDs

p4p.jpgI only heard a piece of the presentation yesterday at AHIP (America’s Health Insurance Plans), but I was a little surprised. They were talking about the topic of P4P (pay for performance). The survey population clearly supported P4P for MDs with the primary objective being preventative care and compliance. This focus did surprise me since I imagined it would have been more focused on cost management.

The survey population wasn’t interested in all at P4P for pharmacists. This surprised me a little bit especially given the access differences. Certainly, physicians can impact bigger dollar decisions (e.g., drugs vs wellness or surgery vs other options), but if the focus is on preventative care and compliance, they pharmacists have easy access to the patients.

Pharmacists are a walk-up option. No appointment is needed. Some pharmacists really know their patients. Both parties are really busy so rewarding them for the additional responsibility is appropriate.

I think it was about 20% that thought about rewarding pharmacists and clearly the focus (not surprisingly) was on driving formulary compliance and generics. In many cases, they have rewards to do this today.

If you’re interested in seeing one of the studies out there, here is one on Medicaid. The conclusion was:

“Medicaid directors and their staffs generally report positive feedback on their pay-for-performance programs and believe that the overall quality of care being provided is improving, although they have mixed opinions about cost savings resulting from the programs. Directors are considering changing some of the measures, incentives, and even the data collection strategies to improve their existing programs and to shape planned programs. Overall, they believe that pay-for-performance is adding to their repertoire of tools to improve the care provided to their Medicaid populations.” [K. Kuhmerker and T. Hartman, Pay-for-Performance in State Medicaid Programs: A Survey of State Medicaid Directors and Programs, The Commonwealth Fund, April 2007]

AHIP Panel

I am at the AHIP meeting here in Chicago. This morning, I had the opportunity to facilitate a panel which included three speakers on the topic of communicating with members:

It was a great discussion with strong attendance. I think we had 20 people standing in the hall outside the room listening for an hour. Here are some of the questions we discussed. Since I normally give my opinion (and couldn’t this morning), I will here. [And, since ½ the questions were ones that I thought of on the spot, the panel did great on their feet.]

  • How has Medicare Part D changed the way that healthcare companies interact with consumers?
    • It has forced them to think about members as consumers. They can vote 100% with their feet (within a window). And, this is the group with the most spend and highest utilization. They require segmentation and new services to drive behavior. All of this is new.
  • Healthcare is a front page topic in the news and the upcoming election. How has this changed consumer expectations for healthcare communications? And, what are the top 3 challenges for dealing with this consumer?
    • Consumers know what to expect and what to ask for. They want transparency (whatever that means to them). They want information. They expect companies to do more than simply react to claims. There is a proactive expectation and patients are comparing them not to healthcare companies but to retail companies like Nordstroms or Disney. (see blog entry on “If Disney Did Healthcare“)
    • The top challenges – understanding what is valuable to them, understanding how they digest and react to information, and providing them with a single face that isn’t disjoined across functional areas, business units, and external companies.
  • In most companies, there if no “patient ombudsman” that drives branding and message consistency. How can healthcare companies overcome this functional or process “silo” approach to communications?
    • Companies need to do a communication audit to understand how communications get out the door and how many communications a patient receives. They need to integrate their programs (inbound and outbound) and set a series of rules and triggers to manage communications across all medium. They also need to establish processes that are integrated cross-functionally to initiate communications but reference them back to a corporate set of rules.
  • Up until recently, much of the members experience with the plan was based on the service experience they got from the inbound call center. How has that changed and what are the elements in this new world that will drive satisfaction and loyalty?
    • I don’t think much has changed. The high utilizers of heathcare are still seniors. As someone else first said “pushing Health2.0 to a 1.0 population is difficult”.
    • But, I think that retention and loyalty are new and important. Most companies don’t understand satisfaction at an individual level. Nor have many health plans embraced loyalty type programs. Personalizing the value proposition, constant communications, and establishing incentives to drive healthy and cost effective behavior is essential.
  • Every company struggles with budget and ROI. The key is getting more for less. How are companies optimizing their communications and are they embracing a permission based approach as in the right message to the right person at the right time via the right channel?
    • Companies are aggressively looking at communication objectives and think through how to use multi-modal approaches. No one has really figured out permission based marketing (that I know of). Having a clear purpose for touching a patient and finding a metric to study the impact of that communication is essential to developing an ROI. Communications (and your vendors) have to have shared incentives that drive the right behavior which is focused on clear ROI.
  • Give me your craziest idea about how technology can change the healthcare communication framework over the next 5-10 years?
    • Integration of health, Rx, and lab data into a PHR that is embedded in a smartcard and which launches proactive communications to the health team using intelligent, learning algorithms which are personalized based on individual genetics
  • Since MDs, RPhs, and RNs are some of the front line contacts for patients, how do companies engage them to drive behavior?
    • This is still the problem. These people are so focused on care and so bombarded with information from multiple payors that unless there is a concentration from a single payor or technology that doesn’t impact their workflow it is hard to get them involved. And, in many cases, without P4P (pay for performance), there may not be much of an economic incentive for them to do things differently.
  • How will things like JD Powers and HEDIS focusing on communications and measuring satisfaction impact communications?
    • I think this is the key. Plans need to get scored, ranked, compared, and published relative to what they do, how they do it, effectiveness, cost per success, complaints, and patient satisfaction with the communications.

I am getting a little wordy here so let me move on. The point is that this is a great topic with lots of passionate people figuring it out. I have seen more consumer packaged goods people coming into healthcare over the past few years than anyone could have imagined a few years ago.

Employer Sponsored Healthcare to Disappear

USAToday had a good article about Healthcare this morning on the front page. I think the article makes some key points that many of us would prefer to think won’t come about.

Imagine that healthcare benefits went the way of the pension and basically disappeared. After a transition period, I am sure it would be fine, but the short-term impact, chaos, and safety net issues would be significant.

The article mentions several ideas being discussed in DC, both of which would likely cause employers to lose their ability to write this off as a business expense:

  • A health insurance market in which people buy policies on their own while armed with tax credits or deductions or
  • A market where people are able to buy insurance through group-like “exchanges,” with some government oversight.

A few statistics in the article include:

  • The percentage of all employers offering health insurance in the past eight years peaked in 2000 at 69% and has fallen steadily since, hitting 60% this year, according to an annual survey of employers by the non-partisan Kaiser Family Foundation.
  • Among small firms of three to nine workers, the percentage offering insurance has dropped even more — from 58% in 2001 to 45% this year.
  • From 2001 to 2005, the number of uninsured U.S. workers rose by 3.4 million.
  • Almost 19 million workers — 17% of all employees — were uninsured in 2005, according to the Kaiser Commission on Medicaid and the Uninsured.
  • A household earning $40,000 this year would have to pay 8% of its pretax income to cover the average share paid by workers — $3,281 — for a typical family policy offered by employers, which this year cost $12,106. That doesn’t include deductibles and co-payments that those with coverage must pay.

“People should be nervous,” says Len Nichols, an economist at the Washington think tank New America Foundation. “People aren’t so afraid of losing their jobs as (of) not being able to afford health insurance even with a good job,” he says.

The whole scenario makes me think of a worse case scenario like you get from your cable company or phone company. You are one of millions of customers. Especially if you are not a profitable customer. What is their incentive to serve you and make you happy. What are you going to do – go someplace else?

With the restrictions on pre-existing conditions and without some government oversight, individual insurance would not be a model I would actively embrace. We have seen homeowners insurance companies discriminate against people with claims. It would expose a problematic set of misaligned incentives.

Patient Centric Healthcare

I changed the name of the blog last week. (I am still debating changing the URL since I don’t want to lose too much of the traffic I get today.)  It fits what I want to talk about (with the exception of some of my ramblings about technology, leadership, innovation, etc).

I was trying to describe this concept of patient centric healthcare to someone the other day when I realized that I have a deck I used over the summer that was a perfect fit.  When I was debating moving from a consultant back into a corporate role, I needed to tell people what I wanted to do and how I could help them.  So, I created a slide deck that I used with executives and recruiters.  It worked well.  I trimmed out the “why George” section, but the rest of this is a good summary of how I see the market evolving.

It is also exactly why I joined Silverlink Communications.  We share the same vision and dedication to process excellence.   Their technology already does what I think is critical:

  • Create personalized communications that target patients based on data driven models.
    • Push information
    • Collect information
    • Drive behavior
  • Use dynamic call algorithms that respond to patients words to take them down different paths is key.
  • Using technology to automate processes and augment your human capital based on proven value propositions.

Mashup Idea – Twitter + Telemedicine + Second Opinion

I spoke a little on Mashups the other day in my Geekipedia entry, and I was thinking about it yesterday while I ran.

Here are the concepts that could come together:

  • Realtime blogging through Twitter
  • Telemedicine especially around remote monitoring and access to experts
  • The need for quality assurance in healthcare for complex or even routine procedures
  • Transparency and the need to expose more to the patient
  • Voice to text
  • Intelligent data mining and algorithms

The specific example that came to my mind was when a complex surgery is being done by a surgical team with little experience and where the procedure takes hours.  The team could talk through the process and a voice to text program could document all of what they said.  The text could then run through an algorithm looking for key words or phrases.  Depending on what was being said, it could be sent to a team for QA or to provide a second opinion real-time.  Additionally, it could be sent to the family to keep them up-to-date on progress.

There would need to be a lot to build this out, but I could see a lot of advantages to it.  Just a thought.

Intelligent Paper

As healthcare is such a paper centric industry (as is financial services), I often wonder why we can’t get to the point of having intelligent paper.  I looked around a little and have never found anything so let me describe what I envision.

A regular paper that is embedded with intelligence such as RFID and the ability to receive and deliver text and/or graphical messages to the consumer.

digital-newspaper.jpgImagine for example a label on a prescription bottle which changed colors when it was time to refill and offered the consumer the ability to request a refill by pressing a digital button that was only available after the refill-too-soon (RTS) edit was passed (typically after 66% of the days supply dispensed should have been used).  Or, imagine new patient registration forms at the physicians office where you filled out one piece of paper that was auto-populated with information from your personal health record (PHR) based on your fingerprint.  All the forms could be brought up one at a time on the digital paper and your answers immediately pulled into the system of record.

Less paper.  More consistency.  Easier communications.  Better quality information.  Less costs associated with data entry. Fewer HIPAA risks.   

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Scary or Interesting Technology

After my post the other night about analyzing your writing, I had a chance to talk with a technology company about how they digest and use text from things like letters, e-mails, and call recordings.  It was fascinating.  They were describing to me a system they developed for the military which is now available commercially.

They can take all these communications and use them as part of a segmentation or targeting model that is based on patient behavior.  How great (and scary) would that be?  (Big Brother is always watching.)  Imagine that you have a model that tries to identify how to best incent a person to improve their health.  If you could input any e-mails or letters they have sent into your company and input any call recordings using speech to text, you would have all types of indicators about personality and interests along with communication modes, time of day that they respond to information, etc.

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Obviously, a patient-centric healthcare model means really understanding things about people.  To do that, we have to get multi-dimensional and think differently.  Rather than simply focusing on moving people to mail order from retail, shouldn’t you focus on attracting the people that are most likely to stay with it and not move right back?  If you are going to offer an incentive for taking a Health Risk Assessment, don’t you want to offer it only to the people that will act on the results?

Compliance with prescriptions or testing is a great example.  There are certain people that are more inclined to stay compliant.  But, it is also important to understand what message will motivate them to stay compliant – not dying, seeing their kids get married, saving money, not missing work, etc.

And, because we are in healthcare, there are some legal constraints about when you can make different offers within the same or similar populations.

4th Graders Drinking?

I was reading USA Today on Tuesday while I was flying and was pretty shocked to see the results of a survey of over 37,000 school children by Pride Surveys that showed:

  • 4.9% of 4th graders
  • 8.6% of 5th graders
  • And 12.9% of 6th graders had alcohol in the past year.

With little kids, this is pretty scary. Some of it is peer pressure, but at this age, parents can play a strong role.

“There is a fairly sizable amount of literature showing that the earlier people start to drink, or even have their first drink, the more likely they are to have problems later in life with alcohol, drugs, delinquency, risky sexual behavior (and) motor vehicle accidents.” John Donovan, associate professor of psychiatry and epidemiology at University of Pittsburgh Medical Center

Permission Marketing – This is What I [patient] Want

Permission Marketing is certainly not my concept. Seth Godin invented the term and wrote the book on this several years ago. But, I think it is a concept way behind it’s time in healthcare.

“Permission Marketing cuts through the clutter and allows a marketer to speak to prospects as friends, not strangers”

The concept (in my words) is that you ask the consumer (aka patient) what they want.

  • What information do you want from us?
    • Opportunities to save money
    • Alternative therapies
    • News about your drug
    • Benefit information
    • Compliance reminders (Rx, lab visit, tests)
  • How do you want that information delivered to you?
    • Phone
    • Voicemail
    • Cell phone
    • SMS / Text message
    • E-mail
    • Fax
    • Letter
  • Does the channel you want the message delivered through vary by the message?
    • Deliver savings information within 24 hours to me via my cell phone
    • Send benefit information via PDF using my home e-mail address
  • When do you want that information delivered to you?
    • Pro-actively
    • Reactively
    • Bundled (i.e., send me one “package” of information monthly)

Wouldn’t that be nice? Most of us don’t even know what the options are. We just get bombarded with information from our employer, managed care company, pharmacy, PBM, disease management company, wellness programs, HSA / HRA account manager, etc. Different messages. Different information.

In reality, one of the biggest problems is that our healthcare companies just can’t manage these type of personal rules today. Managing do not call lists are difficult enough. This should change over the next 5 years, but it will be a combination of patient generated preferences along with data mining to develop algorithms that predict what channel and message is most effective at driving behavior for certain patient segments.

Dark Data

As we all know, the only research that we ever see is research that is successful. I start with a null hypothesis (i.e., I believe X is driven by Y). I then collect and analyze data to look at facts to see if I can prove the null hypothesis. If I don’t prove it, I move on to another project.

Occasionally, I find out something completely surprising which makes a career or a performance year. Think about all the analysts that find correlation between different variables and the stock market. For example, the stock market does X after a democrat is elected. The stock market does Y after a long, cold winter.

In healthcare, there is an amazing amount of clinical data out there being collected and analyzed. People are looking for new cures and new drugs all the time. The question is what happens with all the “dark data” that gets put in the closet. Should it be shared? How? Would it help other people?

I don’t know the answer, but I am a big believer that more data is better. If I can predict something off just pharmacy data, I should be much more accurate with medical claims and lab values (for example).

In another Wired Magazine article from October 2007 called “Mind the Gaps” by Thomas Goetz, he talks about this topic and several efforts here:

Geekipedia

Sure…a little off topic, but understanding technology is one of the critical components (in my humble opinion) to driving innovation and change in healthcare. Healthcare is not an early adopter of solutions. There is too much fear about change (and litigation).

So, when Wired but out this magazine supplement called Geekipedia, I knew it was a must read. As it says on the cover “149 people, places, ideas and trends you need to know now”.

Here are a few that jumped out at me:

  • AJAX – a suite of web-development technologies which produce squeaky clean surfaces. This allows web designers to build web sites that act like applications and accept user input and computing results without fetching entirely new pages from a server. I have worked with developers to use this before. Very cool. You see it on a lot more sites now, but anytime you enter data and the site changes without refreshing it…they built the site using AJAX.
  • APIs – application programming interfaces are sets of rules that govern how apps exchange information. These have been around for years and typically only mattered to the programmers and your engineering staff…but today APIs allow you to create custom applications using desktop widgets and mashups to have personalized sites that do all types of cool things.
  • Collaborative Filtering – this is the recommendation algorithm you see on Amazon or Netflix or many other sites. I can see healthcare one day embracing this in patient centric forums – patients with your similar benefits and genes were most likely to respond to this form of treatment.
  • Distributed Computing – most of you should know about this as the use of our computers to solve problems has been part of the news (good and bad) for years, but the point is to leverage the memory of individual computers in a network design to create a virtual supercomputer to solve complex problems that look at lots of data over years – e.g., SETI@Home that looks for extraterrestrial intelligence or FightAids@Home which looks for new AIDS treatments.
  • Mashup – these are sites / applications that are combinations of existing offerings that are cut and pasted together. For example:
  • Meganiche – with the Internet’s utilization now, it is possible to have a niche within a niche. For rare diseases, this could have some value.
  • Neurologism – all of the new areas of research driven by the breakthroughs in understanding the brain.
    • Neurofitness
    • Neuroceuticals
    • Neuroinformatics
    • Neuromarketing
    • Neuroergonomics
    • Neurosemantics
  • RNAi or Ribonucleic Acid Interference – “the silent assassin of cell biology”. It protects against viruses by tearing up the viral RNA and preventing it from making copies of itself.
  • RSS or Really Simple Syndication – you see this everywhere – on my blog, on websites, even in the new Outlook. This allows you to stream information to your reader (e.g., Google Reader) to see new information without having to go to all the individual sites. I wonder how many managed care companies and PBMs offer this on their websites today. It would be nice to get this pushed right to my personal Google page.
  • SEO or Search Engine Optimization – this is the use of tags and other links to maximize how your website shows up in a search.
  • Ultrahigh-throughput gene sequencing – this is all about the speed at which genes are sequenced which is obviously a big driver of personalized medicine and genomics. I am not sure I buy the prediction of “it won’t be long before a stall at the local shopping center will work up your genome ‘while u wait'”.
  • Widgets – these are small applications which can typically be embedded in a website using reusable code (e.g., a BMI calculator or mortgage calculator)
  • Wikipedia – this is a site that provides the modern encyclopedia full of links and information that is created by the net community – are you out there? Is your company or product?

It makes you wonder. As healthcare moves to more consumer centric and sales to commercial patients mimics Medicare Part D, will you see a United Healthcare avatar in Second Life or a Medco Facebook page. And, when will be see YouTube and Flickr being used to paint positive pictures of our healthcare system for the many people that it does work for. If politicians can begin to use these sites and big corporations encourage personal advertising of their brands, healthcare should give it some consideration.

Calculator Culture

As technology becomes ubiquitous (everywhere and anytime), do we run the risk of losing our sense of logic and memory around health (and other issues).

For example, I bet most seniors could tell you their medicines (name, dose, cost). I was asked recently what medications I took and didn’t have a clue. (If you remember, after my visit to a clinic, I got several allergy medicines.) My immediate reaction was to type medicine into my Blackberry and see what it told me. Did I have a note or some file tracking my prescriptions? I was clueless.

(Again, maybe another business idea – a simple Personal Health Record application for the cell phone.)

There was an article in Wired Magazine’s October 2007 edition called “Your Outboard Brain Knows All” by Clive Thompson which made this exact point.

“In fact, the line between where my memory leaves off and Google picks up is getting blurrier by the second. Often when I am talking on the phone, I hit Wikipedia and search engines to explore the subject at hand, harnessing the results to buttress my arguments.”

The question of course is what happens when that’s not appropriate. Multi-tasking and relying on technology works great when you are virtual, but it is hard when you are in a face-to-face conversation to inject technology.

Maybe some day when we are all “bionic people” with some robotics this could work.

(In case you don’t get the calculator culture title…the point is that people are less likely to know their basic math if they grow up doing even basic calculations with a calculator.)

Blunt Healthcare

Obviously language is a key building block in communications.  It is one thing to say “your cholesterol is above normal” and another thing to say “if you don’t control your cholesterol, you will die before your 60”.  But, are physicians and other health professionals willing to be that blunt?  And, can us patients receive the tough love?

Between all the legal caveats that regulators and lawyers force into messages combined with companies unwillingness to offend, it seems hard to imagine many people delivering the blunt message.  But, I personally know it makes a difference.  About 5 years ago, I had a physician tell me that I was overweight.  He had calculated my BMI and suggested I lose weight.  My initial response was okay (sure).

bmi-status-english.png

My wife was there and was quick to tell him that he needed to push me on the issue if it was important.  So, he changed his words and told me that according to my BMI I was obese.  Now, that caught my attention.  I wasn’t going to be obese by anyone’s standards. 

So, he told me that I needed to lose 40 lbs to be in the normal (clinically acceptable) range going from 215 to 175 lbs on my 5′-10″ body.  I hadn’t weighed that since high school (or earlier). 

But, in 60 days, I lost the weight.  I ran or did aerobic kick boxing every day for 60 days and lost 40 lbs.  From there, I started running and within 12 months of my appointment I had run my first marathon.  Now, 5 years later, I have put some of it back on, but even at my worse since then, I have been down 20 lbs and have a solution to apply.

The point here is that to motivate consumers like me I believe that the healthcare system needs to be more blunt (or harse or direct) than it is.  Communications have to drive to an action and push people to take it. 

Coverage Flip-Flop

I was talking with some friends at a PBM a few months ago and they were talking about putting Lipitor back on formulary (i.e., the covered drug list) that they took off two years ago.  It made me wonder about what a confusing message that is to consumers.

For years, you are taking Lipitor.  All of a sudden, Lipitor moves to the 3rd tier because Zocor goes generic.  You can stay with the drug and pay a lot more or try a new drug.  Now, 2 years later, Lipitor is back in favor because the manufacturer has offered enough rebates to make the branded drug cheaper than some of the generics.  Great for the manufacturer who extends the life of their drug and reaps economies of scale for a while longer.

But, for consumers, this means another visit or call to the MD.  It may mean more lab tests.  It means changing prescriptions again which could trigger drug-drug interactions or other issues.  It changes physician’s information and sets them up for more calls.

Obviously, changing for clinical reasons is one thing.  Trying to move marketshare and failing is another.  And, simply flip-flopping to save pennies is not logical (to me anyways).  Imagine if your provider was in network one year; out the next; and then back in.  I am sure it happens, but it is a pain.

Hopefully, the savings to the employer, consumer, and benefits to the PBM outweigh any disruption issues.

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I guess the question here (as it often is) is alignment of incentives.  I had to wonder the other day when a friend at a large managed care company told me that their PBM wouldn’t implement certain programs for them since they were in the PBMs best interest.  BUT…they save the patients and the MCO (their client) money.  Wouldn’t you at least offer to do them for a fee that covered your lost profit?  (maybe I’m being too practical here)

Several New Sites – Blogs and Other

Thanks to John Sharp for blogging about several interesting sites that I visited this morning:

  • Life as a Healthcare CIO Blog (see example entry on PHRs) – this is a new blog by one of the more outspoken CIOs in the industry.  Based on the initial entries, it should be an interesting blog to follow.
  • eHealth Initiative Blueprint – I haven’t read the PDF yet, but it sounds like an interesting organization.  Browsing the site offers lots of information and strategy level thoughts on how to improve healthcare across constituents using IT.
  • Curehunter – a new healthcare online data mining tool for pulling up disease specific research and information.  As described on their website, the uses for the application are:
    • For patients we provide low-cost Summary PDF Reports with all drug evidence for all known cures or symptom improvement
    • For medical professionals CureHunter on-line access delivers decision support in 10-20 seconds of real clinical time to make an evidence check as SOP as a BP or Temp
    • For pharma research scientists we offer powerful data export functions that deliver over 1.5 million specific clinical outcome data points to new drug discovery software
  • VisibleBody – this is a 3-D model of the human anatomy which will soon be available online.  The graphics that you can see look great and it seems like an interesting and fun tool.  Probably a good way to teach your kids or even explain to patients what is going on inside them.  From the site, here are a few things they say about using it:
    • View highly detailed models of all body systems. 
    • Search for and locate anatomical structures by name.
    • Click on anatomical structures to reveal names.
    • Rotate and explore anatomy in a virtual space. 
    • Peel away layers to view relative placement of the components of all body systems. 
    • See placement of specific organs relative to other anatomical structures. 
    • View anatomical structures with or without surrounding anatomy. 
    • Investigate anatomy virtually, without the costly cadaver lab.

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Greedy – Your Friends or Your Managed Care Company

It is an interesting discussion to have with different people throughout the health value chain.  When I was 100% focused on driving generic utilization, I would hear questions about why do it.  Sure, I save a little on the copayment, but some consumers saw the copayment as a discount.

  • If I am paying $10 for a drug that cost $30, I am saving 66%.  Not bad.
  • If I am paying $25 for a drug that costs $125, I am saving 80%.  Great.   

People would say things like why should I save my employer or the managed care company (or the PBM) money.  I don’t get it back was their perception.  Unfortunately, that is sometimes true, but in general, in the long run, saving money on benefits should keep the costs down and reduce your premium increase year-to-year.  In a few cases, I worked with CFOs to look at how savings could be re-allocated to create shared incentives.  (For example, if we drive up generics 5 percentage points, we will save $10M.  We will use $3M of that to increase our 401K match by 10%.)

On the other hand, this is what one of the executives at Express Scripts termed The Diner’s Dilemna.  The concept is fairly simple.  If you go to dinner with 2 other couples and know you are going to split the bill, you probably order what everyone else orders so that their is some cost parity.  If you go to dinner with 10 other couples, there is always that person that gets the surf and turf and orders a bottle of really expensive wine.  When cost is divided equally, some people will abuse the system.  Just like health benefits.  Why should I get the generic if I only really pay a portion of the higher cost.  It is divided across the masses.  If you went to dinner with your whole company (especially if its big), you don’t know everyone and don’t mind using more then your fair share even if you only pay the same amount.

This overallocation is fine when needed (i.e., you are allergic to chicken and order beef) but simply for personal greed is wrong.  So, it puts us back to the premise…someone benefits from our actions to move to lower cost solutions.  Who?  And, how is that shared back so that we all have similar incentives to act in the greater good.

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(Source)

Drive-thru Pharmacies – No Privacy

I had an opportunity to use a drive-through pharmacy today near my house.  It was a double laned Walgreens.  It wasn’t a big issue for me, but I realized that there is no opportunity for privacy.  The car next to me (which could have been my neighbor, co-worker, kid’s friend’s parent, etc.) was asked if they had any questions.  I could easily have learned what drugs they were on, their copayment, etc.

I am surprised that pharmacy privacy is not a bigger issue.  I know that there are certainly some drugs which people would prefer not to known as using.  We probably underplayed this benefit for mail order pharmacy.  Total privacy.  All your conversations are with a pharmacist or call center rep in whatever privacy you call from.

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Mental Health Drugs – Edge in Golf

I might as well post these back-to-back.  This is from a story I read in Golf Digest which surprised me.  It was a clip at the end of a story on whether there was a problem with steriod use in golf.  (For the money they can win, don’t tell me someone isn’t trying steriods or other solutions to go after it.)

This story by a Dr. Grant T. Liu talked about a class of drugs he called “mind enhancers” which increase focus, dampen emotional extremes and reduce anxiety. 

  • Beta Blockers which are blood pressure medicines sometimes used by people to deal with stage fright. 
  • Amphetamines which are used to treat ADD and promote alertness and focus.  (He says they’re already used by students for SATs and final exams.  Things have changed since we simply used no-doze to stay awake for all-nighters.)
  • Antidepressants which combat stress and help people control emotions.
  • Benzodiazepines which are used to treat phobias such as fear of crowds. 

“If there’s no enforced drug policy, it’s hard to believe that players wouldn’t experiment with these drugs for nonmedical purposes to try and gain an advantage.”

Obviously, if a player had a legitimate medical condition, they should be allowed to take the drugs even if it had a side effect that was beneficial. 

Mental Health

I meant to post this during Mental Health Week (Oct 7-13), but I obviously missed the window.  This was from an American Airlines magazine (Hemispheres) that I read a few weeks ago. 

“Many physical conditions are a result of mental issues, for instance, sleeping too much or too little and having low energy.”

Obviously, this is a sensititive issue to discuss at work.  No one wants to be seen as having problems.  But there are lots of treatments and many conditions such as depression and ADD/ADHD can be treated.  The article goes on to mention several other things:

President Bush said “Americans must understand and send this message:  Mental disability is not a scandal – it is an illness.  And like physical illness, it is treatable, especially when the treatment comes early.”

  • 1 in 5 adults will experience a diagnosable mental illness in any given year (and 15% of those will experience a co-occurring substance use disorder)
  • Among those of working age, about 25% have a mental illness and/or substance abuse
  • The cost to employers is $80-$100B/year
  • More workers are absent from work because of stress and anxiety than because of physical illness or injury
  • Less than 1/3 of adults with a diagnosable mental disorder receive treatment in any given year

Mental illnesses include – depression, anxiety disorders, substance abuse, bipolar disorder, eating disorders, sleep disorders, attention deficit hyperactivity disorder, and personality disorders.

If you’re interested in the diseases or solutions for addressing them, there are lots of resources online.  Individuals can take tests.  Companies can educate employees.  Many companies off EAP (Employee Assistance Plans) from companies like Magellan to help with these issues in a confidential, third-party setting. 

Some other links:

Not my typical topic, but I think these are important issues in terms of how companies spend their resources to address patients. 

Understanding Healthcare (Wurman)

Richard Saul Wurman has been publishing for years and done many interesting things.  I just stumbled upon his Understanding Healthcare site today.  It is worth a visit.  You could get lost in it, but it has lots of great examples about how to frame healthcare issues visually.  I took a few screenshots below to get you interested.

One shows the top 10 causes of death in the US (note all this is a few years old) by age.  Very easy to understand the data this way.  One shows the tests that you need by age.  (I could use this now.)  The other is just representation of some data around caregivers.

wurman-causes-of-death-by-age.png

wurman-timeline.png

wurman-caregiver.png

Zagat Rating System for Doctors

A few weeks ago, Wellpoint revealed that they were going to work with Zagat’s to rate physicians.  I think any information with some benchmark is great.  Since it is patient driven, it also has the chance of being very subjective which is the risk. 

The talk about using trust, communications, cost, and availability.  I am not sure those would be my choice.

  • Trust: A great concept, but how can I be objective here. 
  • Communications: This one is critical.  Did they communicate well?  Did they write down any recommendations?  Do they call to remind me of appointments?  Were they timely in getting me follow-up appointments?  Do they remember who I am from my last visit?  Do they look at me?  If I bring in information, are they receptive to discussing what I found?  Are they straight or do they beat around the bush?  This should also include the office staff – are they friendly?  Bad office staff can blow it for a good physician very easily.
  • Cost: This is another critical one as long as it is not simply about the cost of the physician.  Did they take into account my formulary when writing prescriptions?  Did they make sure that physicians they referred were in network?  Did they prescribe generics or offer me samples?  Did they suggest non-invasive treatment options (e.g., diet)? 
  • Availability: Conceptually yes, but I am not sure your going to learn much here.  The best doctors should be the busiest doctor.  I wouldn’t want them to get a low rating simply because everyone goes to them.  Now, ability to stay on time would be good.  Ability to fit in sick patients within 48 hours would be good.  I might even include accessibility here.  Can I access the building easily if I am handicapped?  Does it have easy parking?  Does it have a place for my kids while I wait?
  • Technology: Why not measure how and if they use technology?  Online appointment setting.  Handheld prescribing.  Kiosks for signing into the office.  EMR. 
  • Outcomes: I hope that we get to a point where Wellpoint is complementing the patient data with outcomes type data or actual claims data.

Just a few thoughts.  You can find lots of blog entries about this.  Here are a few:

Consumer Response to Increased Costs

Employee Benefit Research Institute and research firm Mathew Greenwald & Associates recently released some data from a survey of 1,000 people which was interesting:

  • 63% said they saw an increase in their health plan’s out-of-pocket costs (I am surprised it’s not more.)
  • 81% said the increased financial responsibility motivated them to take better care of themselves (good)
  • 2/3 said they tried to talk to their MD more carefully about treatment options and costs (I wonder if the doctors knew the comparative costs)
  • 64% (a 10% jump) said they were only going to the doctor for more serious conditions or symptoms
  • 28% skipped or passes on filling doses of prescribed medications (this could be a problem)

Perhaps the most worrisome fact was that 30% said that the rising costs made it difficult to afford food, heat, and housing and another 30% said it caused them to reduce retirement contributions.

People were positive about wellness programs, but that went down if the program was prompting them for care (but they would do that if it gave them a break in premiums).

47% of Americans say that the healthcare system needs major changes although almost 1 in 4 say only minor changes are needed (probably the healthy people that never use the system).

Here is a good cartoon.  There are lots at this site.

hc-cost-cartoon.jpg

Patient Insights

ist2_2780258_marketing_survey.jpg  I often get asked the question about how I made the transition from architect to business. The turning point was two projects I did. One was a visioning and architectural planning project for an Indian tribe that was using casino profits to buy back their tribal lands. The other was a sales process analysis for an architect I knew. He (and his father before him) had run a successful architecture firm for over 50 years. Over the past few years, their sales close rate had dropped. Not significantly, but enough to cause concern.

We worked together to identify a series of questions and then I interviewed his prospects in 3 buckets: (1) repeat buyers; (2) one-time buyers; and (3) those that never bought. It was a fascinating process. They all loved the fact that the firm cared enough to ask. And, they provided lots of information. In the end, it was a small thing – their architectural awards. It appeared that prospects correlated awards with expensive projects that were more about the firm and less about their needs. We simply downplayed these, and his sales close rate went back up. (If only all projects were so straightforward.)

Now, almost 15 years later, they still use the process. It got me thinking about healthcare. How often do we reach out to the patient to learn about their behavior? Do we really understand them at more than a macro level? With the technology available today to personalize communications or even benefits, shouldn’t this be a big focus. If I can developed personalized medicines based on my genes, I would think companies could figure out a way of developing personalized insurance plans that are based on my family history, recent claims, and predictors of future claims.

As I thought more about this, it reminded me of a question that someone asked me last month. They basically said “if you see a company is doing something really wrong, do you just come out and tell them how stupid they are?” What a great question? This gets to the heart of so many things. In a big company, politics often limits your ability to be brutally direct. As a sales person or consultant, you often have the issue of impacting future sales. As a peer, you have the issue of alienating someone or hurting someone on your team.

Good or bad. I have made this mistake too many times. I simply prefer to point out the obvious. When I was a teaching assistant, I remember telling a student in architecture school that he should find a new major. In consulting, I remember pointing out to a managed care CEO that he was never going to have an effective Internet strategy if he couldn’t even use a computer. I have had people ask me numerous times to give them feedback on presentations. I love to present so I have a high bar which often leaves me giving a lot of negatives (which are only meant to help grow the individual). [A good, but annoying, tool here is to drop a penny into a tin can every time the person says the word “um” so that they can break that habit.]

Anyways, bringing this all back…How do we get patients to trust healthcare companies and providers enough to give us valuable, direct feedback to improve our business. And, how do we engage the patients to create an ongoing dialogue to improve.

10 Things Your Hospital Won’t Tell You

I have included some articles like this before.  Money magazine always does a good job of coming up with these, but they are a little scary sometimes.

We all know that errors are possible, but error rates and calling them “common” is worrisome.  For example, they say “patients sometimes wind up sicker than when they arrived”.  And, they also say to “avoid hospitals late at night and in July”.

“At least 1.5M patients are harmed each year from being given the wrong drugs”  [one person per US hospital per day]  Institute of Medicine of the National Acadamey of Sciences

One reason these mistakes persist: Only 10% of hospitals are fully computerized and have a central database to track allergies and diagnoses, says Robert Wachter, the chief of medical service at UC San Francisco Medical Center.

Although I agree, I find it troubling that one of the article’s recommendations is that “patients should always have a friend, relative or patient advocate from the hospital staff at their side to take notes and make sure the right medications are being dispensed”. 

Of course, we can’t always choose our hospitals.  Where does our doctor practice.  Which one is near our house.  It would be great to have a flashing sign above the hospital that says “our error rate is only X”.  Obviously, this is what people are focused on and hopefully they are applying concepts like Six Sigma and other statistical tools to identify the reason for errors and develop a process for eliminating them. 

To read the whole article, click here

Free (or low cost) generic drugs

My local pharmacist told me that they are now moving to free antibiotics.  I still haven’t figured out how I feel about this from a business perspective. 

From a patient perspective – great.  Less out of pocket (or so I hope).

From a business perspective, here are my questions:

  1. The reason to do this is to capture new market share.  Is it working?  Target gave away a $10 gift card if you brought a new prescription to them for a while.  I don’t think it is was a profitable deal for them, but I am not sure.
  2. In most cases (even WalMart), the discounted or free drugs are a minority of the total Rxs dispensed.  Assuming people are mindly happy with their current pharmacy, are they willing to move for one drug that saves them $4 or $8?
  3. For cash patients that move, are the other drugs they fill at the new pharmacy more expensive then their previous pharmacy?
  4. Has this strategy become a requirement at retail or is it still a differentiator?
  5. Why start doing this?  The right answer would be that you care about the patient.  I think the reality is the that pills cost almost nothing and your labor is a fixed cost so why not. 

Perhaps it makes sense.  It certainly gets a lot of marketing coverage.  It would be interesting to see the data at some point and see what market share moved, at what cost, and whether it was profitable marketshare. 

Your biggest risk as a pharmacy is opportunity cost.  As your staff becomes busier, do they have less time to counsel patients?  Does their error rate go up?

Children – Better Eating Like Adults (?)

First off, most adults don’t provide a good example for their kids on many levels especially around eating.  It is easier to preach then do.  “Don’t eat fast food.”  “Don’t snack.”  “Eat vegetables with each meal.”

So, I struggled with an article I read last week which talked about kids menus “growing up”.  Non-alchoholic chardonnay and merlot juices – really?  Marshmellow sushi with fruit roll-ups as wrappers and a piece of candy on top.  Kiddie sushi with chicken-fingers.  On the one hand, kudos for creativity.  On the other hand, none of these jump out to me as great examples of what we want kids eating. 

It makes me think about kids drinking soda (or pop as I called it growing up).  I agree that we don’t need soda machines in the grade schools, but what good is that if we have kids growing up drinking soda.  I was at a kid’s birthday party a few weeks ago and saw a kid drinking root beer out of a bottle.  That seems a little bit unnecessary.  But, again, how many of us drink soda or coffee or other drinks other than water in front of our kids.  What should they expect?

Stress – No Surprises Here

I don’t think any of us are surprised that we feel more stress. We get 100s of e-mails. We are accessible 24×7. We get voicemails. We get letters, faxes, text messages, etc. We try to multi-task. We expect everything to be done immediately. (You get the point.)

USA Today (you can tell I am traveling) had an article about this today with lots of interesting statistics:

  • 82% of women and 71% of men have experienced a physical symptom of stress in the past month (sleep problems, overeating, skipping meals, or using prescription drugs).
  • 58% of married people said were more likely to fight with family members when stressed.
  • 52% of employees have considered or made a career decision based on workplace stress.
  • Lower income adults are more likely to experience symptoms of stress – physical and psychological (irritability, anger, nervous, sad, lack of energy).

These paint a bad picture. The article says that 32% of those responding regularly experience extreme levels of stress.

There are lots of suggestions on managing stress. AARP offers a series of information on the topic. Revolution Health offers information on stress.

And, I am sure that lack of sleep contributes to stress. So sleep more…meditate…and enjoy life.

Sleeping – Impact on Health

For many people, college is a great opportunity to experiment with lots of things. For me, one of the things that I was fascinated by was different work styles. I remember one semester at University of Michigan where I:

  • Worked part-time
  • Took 21 credits
  • Was president of my fraternity
  • Was the treasurer of a magazine
  • Studied for my GMAT and GRE
  • Studied Czech (non-credit) in preparation for a trip to the Czech Republic
  • Planned a 3-month trip around Europe

In retrospect, it was crazy. The only solution that I came up with was to make sure I never slept more than 30 hours per week. That ultimately translated to a minimum of 2 and often 3 all nighters (probably not the healthiest strategy). The next semester I tried getting a regular night’s sleep every night. My conclusion…I got more done in less hours by being more focused and making less mistakes. Not a true study, but as I learned, it seems to be supported by lots of facts.

At the time, someone was trying to convince me of a theory on life doubling which was basically to take a power nap every 3-4 hours and being able to go without any full nights sleep. (I was…and remain…fairly skeptical.)

If you look at sleep, here are some things to consider:

I wish I had known. It would appear that my grades would have been better, and I would have been thinner if I slept more. But, it is a serious problem. People are busy, stressed, and never have time to sleep. Even knowing all this, I can’t image sleeping 8+ hours per day.

I used to tell my team that since I slept 1-2 hours less then them every day (or 365-730 hours per year) that I enjoyed an extra year of being awake every decade (exact math not important). I love life and enjoy maximizing the day. The challenge is finding that right medium to enjoy it productively.