How to make healthcare more like Amazon? It comes down to data and payer-provider collaboration

FierceHealthcare | February 01, 2019

Anyone who has used an e-commerce site like Amazon knows how easy it is to get what you want—sometimes within hours—with the click of a button. With its phone calls, long waits for appointments and yet more waiting at the doctor's office, healthcare strikes a stark contrast. And executive leaders at healthcare providers and payers are well aware of the gap. From wearable devices to apps, the healthcare industry is buzzing with strategies to deliver a more “Amazon-like” personalized and simplified patient experience. But plenty of barriers remain, according to a panel of executives from some of the top healthcare providers, payers and digital health startups in New York City.

Spotlight

Personalised medicine aims to deliver the right medicine to the right patient at the right time.1 It targets treatments to patients that are most likely to benefit from them, in contrast to the traditional “one size fits all” approach to medicine development and prescription. Personalised medicine leads to improved clinical outcomes and better quality of life for patients, and it offers tremendous potential savings to our struggling healthcare systems...


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FUTURE OF HEALTHCARE

Trillium Community Health Plan Successfully Resolves Corrective Action Plan with OHA

Trillium Community Health Plan | June 03, 2022

Trillium Community Health Plan is pleased to announce it has successfully closed the Tri-County Expansion Corrective Action Plan (CAP) with Oregon Health Authority effective June 1, 2022. As a result of this process, Trillium has implemented many practices that have further strengthened the plan's ability to coordinate high-quality healthcare and services, with a special focus on increasing access to care and addressing social determinants of health for Oregon Health Plan members in Clackamas, Multnomah, and Washington counties. In September 2020, OHA issued a CAP for Trillium's Medicaid plan as a condition of expansion into the Tri-County service area. OHA asked Trillium to focus on specific improvements to its network, health equity and language access, community engagement, and intensive care coordination. Leveraging the extensive expertise of its many work groups, committees, and community partnerships, including the Network Adequacy Collaborative and Health Equity Strategy Committee, and with contributions from tribal liaisons, traditional health worker liaisons, and the development of the Community Advisory Council, Trillium has addressed and resolved all CAP requirements. Today, Trillium serves more than 28,000 members in the Tri-County area. Through the CAP, the health plan made several improvements to enhance access to care and services for all members, including The creation of a fully compliant and engaged Community Advisory Council, made up largely of Trillium members representing diverse demographics and lived experience; New partnerships with the regional health equity coalition, tribal organizations, and community-based groups, which further support Trillium members with access to culturally sensitive healthcare, food insecurity, and other investments A robust behavioral health provider network to meet the needs of members; The Network Adequacy Collaborative to ensure all network related issues, including health equity, are identified and addressed promptly; and, A renewed internal committee structure to align plan efforts and center equity on strategic planning. "Trillium is committed to providing equitable, culturally sensitive, integrated care for all of our members in Oregon. We want to thank OHA for their continued partnership throughout this process, which has allowed us to enhance our systems, processes, and partnerships, improving our ability to identify local needs, remove barriers to care, develop service innovations, and collaborate across organizations to enact lasting change within our communities." Justin Lyman, Interim President and CEO of Trillium Trillium extends its appreciation to OHA for its partnership throughout this process. About Trillium Community Health Plan Trillium Community Health Plan serves Oregon Health Plan members through the CCO model, which began in 2012. Trillium is a recognized leader for outstanding coordination of care. It was first awarded a contract with the state of Oregon to help manage care for the Oregon Health Plan in 1999. Trillium partners with an extensive group of providers to improve care and access to services for OHP members.

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HEALTH TECHNOLOGY

UPS to Acquire Multinational Healthcare Logistics Provider Bomi Group

UPS | August 08, 2022

UPS announced plans to acquire Bomi Group, an industry-leading multinational healthcare logistics provider. The transaction will add temperature-controlled facilities in 14 countries and nearly 3,000 highly-skilled Bomi Group team members to the UPS Healthcare network in Europe and Latin America. “As a leading global healthcare logistics company, Bomi enhances our portfolio of services and accelerates our journey to become the number one provider of complex healthcare logistics. UPS Healthcare and Bomi Group employees share similar values and our cultures are firmly rooted in a relentless focus on quality. The combination of our two teams will significantly improve our healthcare customers’ ability to continue to develop and deliver life-saving innovations.” EVP and President of UPS International, Healthcare and Supply Chain Solutions Kate Gutmann Since 1985, Bomi Group has provided high value-added services for the Medtech and Pharma sectors with a customized and tailored approach. It is a quality-focused company devoted to healthcare that has built solid and long-lasting business relationships with more than 150 multinational customers worldwide. Key Bomi Group leaders, including CEO Marco Ruini, will continue in their roles to provide seamless service to Bomi Group customers after the transaction closes. Bomi Group’s employees will also continue to play vital roles in the combined organization. “With over 35 years in the healthcare logistics industry, our team has developed best-in-class services designed to meet and exceed the needs of our medical technology and pharmaceutical customers,” said Ruini. “Joining the UPS team will expand those capabilities and create an even more integrated and powerful global network for our customers.” The acquisition will add more than 350 temperature-controlled vehicles and four million square feet to the UPS Healthcare global footprint, offering customers access to faster shipping times, greater production flexibility, and offerings to help them attract new business. The acquisition will play a key role in the delivery of next-generation pharmaceutical and biologic treatments that increasingly require time-critical and temperature-sensitive logistics. “We are focused on building healthcare logistics capabilities and services that allow our customers to deliver the newest healthcare innovations,” said UPS Healthcare President Wes Wheeler. “We are excited to combine Bomi’s talent, expertise and capabilities with UPS Healthcare – together, we will provide unmatched solutions to our customers, powered by UPS’s integrated, global smart logistics network.” The acquisition of Bomi is part of UPS Healthcare’s continued expansion of its network and services to meet growing demand – including Bomi, UPS Healthcare has doubled its global footprint since 2020. Recent expansions include newly constructed and soon-to-be-opened dedicated state-of-the-art healthcare logistics facilities in Germany and Australia, and expanded campuses in Hungary and the Netherlands. UPS Healthcare also recently enhanced UPS Premier, a technology-led service that can prioritize and track critical shipments within 10 feet of their location anywhere in UPS’s global network. UPS Premier brings worldwide visibility, control, reliability and product recovery capabilities to UPS Healthcare customers. These expansions and new services meet the complex and varied needs of UPS Healthcare’s customers, helping them turn logistics into a competitive advantage. The transaction is expected to close by the end of the year, subject to customary regulatory review and approval. The value and terms of the transaction are not being disclosed at this time. J.P. Morgan Securities LLC served as the financial advisor to UPS. About UPS UPS is one of the world’s largest companies, with 2021 revenue of $97.3 billion, and provides a broad range of integrated logistics solutions for customers in more than 220 countries and territories. Focused on its purpose statement, “Moving our world forward by delivering what matters,” the company’s more than 500,000 employees embrace a strategy that is simply stated and powerfully executed: Customer First. People Led. Innovation Driven. UPS is committed to reducing its impact on the environment and supporting the communities we serve around the world. UPS also takes an unwavering stance in support of diversity, equity and inclusion. About UPS Healthcare UPS Healthcare delivers unparalleled healthcare logistics expertise to its customers around the world. UPS Healthcare has 11+ million square feet of cGMP and GDP-compliant healthcare distribution space globally. Services include inventory management, cold chain packaging and shipping, storage and fulfillment of medical devices, and lab and clinical trial logistics. UPS Healthcare's global infrastructure, its UPS® Premier visibility service, its track and trace technology, and its global quality system are well-suited to meet today's complex logistics demands for the pharmaceutical, medical device, and laboratory diagnostic industries. About Bomi Group BOMI GROUP is a leading Italian multinational company in the field of integrated logistics serving the Healthcare sector. Bomi is the logistics partner of more than 150 customers worldwide, including major players in the medical device, in vitro diagnostics, biomedical and pharmaceutical sectors. The Group is present through its subsidiaries and affiliates in 14 countries worldwide, with a particular focus on Europe and South America, employs over 3,000 people and has its own fleet of vehicles for daily deliveries to hospitals, clinics, laboratories, pharmacies and home patients.

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HEALTH TECHNOLOGY

KLAS and Phreesia Partner to Deliver Patient Insights on Healthcare Technology

KLAS, Phreesia | May 30, 2022

KLAS, a healthcare research and insights firm, and Phreesia, a leader in patient intake, outreach and activation, are pleased to announce the release of a report that aims to shed light on patients’ preferences and expectations for the technology they interact with as a part of their healthcare experience. The report is the result of a survey designed to better understand patient sentiments on a range of topics, including how they like to schedule appointments, their participation in telehealth visits and their communication with their doctor. KLAS and Phreesia partnered together on this report because they share a common mission of improving healthcare and the patient experience, and they recognize that patients’ voices and preferences are not always reflected in healthcare technology. The two organizations leveraged the size and scale of Phreesia’s network—which performed more than 100 million patient check-ins in 2021—to get a firsthand perspective of patients’ priorities. "What do patients want?" asked Adam Gale, CEO of KLAS Research. "This report, based on a survey with nearly 13,000 patients, provides deep insights into how providers and vendors can help meet patient preferences." Phreesia surveyed patients across the U.S. over a two-week period in 2021, as they checked in to a doctor’s appointment using Phreesia’s automated intake platform. The quantitative survey asked 14 questions about patients’ experiences using healthcare technology. Respondents represented a wide range of demographic groups across age, education level, race and gender. The report includes many detailed, data-driven insights and recommendations to providers, including Digital access tools are very important to patients: Online appointment self-scheduling and check-in, price transparency and online bill pay are among the offerings patients desire most. Survey responses indicate that patients aged 18-34 are almost twice as likely to choose organizations that have digital access tools. There are gaps between what patients want and what is offered by vendors and provider organizations—for example, the ability to schedule and reschedule an appointment or request a prescription refill online. Patients are still interested in telehealth: Nearly half of respondents had at least one virtual visit in the past year. Of those who did not, 40% reported they are likely to receive care virtually in the future. Only 33% of respondents interact with a provider portal at least once a month, and 26% don’t use a portal at all, with the youngest patients (18-24 years old) most likely to fall into the latter category. The report recommends providers take a multi-pronged approach and offer technology alternatives for things like virtual care and patient communication to better engage those who rarely or never use a portal, in addition to encouraging increased portal adoption. “As the report describes, patients want to be more actively involved in their healthcare, especially since the start of the pandemic. We believe that patient-centered care is critical to the transformation of our healthcare system. It’s incredibly important to us to be able to use our insights to help providers better engage patients and improve their experience. We’re thrilled to partner with KLAS on this valuable work.” Phreesia CEO Chaim Indig This collaboration is a result of Phreesia and KLAS’ common interest in ensuring patients’ voices are heard and that technology reflects their needs and preferences. As part of the non-financial agreement, KLAS performed its own analysis of Phreesia’s data, created this report and maintains editorial rights. KLAS’ partnership with Phreesia is in no way an endorsement of Phreesia’s performance and has had no impact on Phreesia’s standing in KLAS ratings. About KLAS KLAS has been providing accurate, honest, and impartial insights for the healthcare IT (HIT) industry since 1996. The KLAS mission is to improve the world’s healthcare by amplifying the voice of providers and payers. The scope of our research is constantly expanding to best fit market needs as technology becomes increasingly sophisticated. KLAS finds the hard-to-get HIT data by building strong relationships with our payer and provider friends in the industry. Learn more at klasresearch.com. About Phreesia Phreesia gives healthcare organizations a suite of robust applications to manage the patient intake process. Our innovative SaaS platform engages patients in their healthcare and provides a modern, convenient experience, while enabling our clients to enhance clinical care and drive efficiency.

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HEALTH TECHNOLOGY

Walmart To Acquire AR Optical Tech Company Memomi

Walmart and Memomi | June 30, 2022

Walmart and Memomi, an augmented reality optical tech companyannounced they have entered into an agreement for Walmart to acquire Memomi. This reinforces Walmart’s commitment to frictionless and omnichannel optical care. Since 2019, Memomi has enabled digital measurements for all Walmart and Sam’s Optical customers, across more than 2,800 Walmart Vision Centers and 550 Sam’s Clubs, and also powers the Optical eCommerce experience on SamsClub.com. Acquiring Memomi, an AR company, is the next step in Walmart’s journey of offering personalized, affordable access to optical care. This acquisition furthers Walmart Health & Wellness’ strategy to deliver integrated, omnichannel healthcare, leveraging data and technology to improve engagement, health equity and outcomes. “Customers are looking for access to care digitally, in their homes, and purchasing eyeglasses is no different. This acquisition supports our Health & Wellness mission to provide accessible care to the communities we serve.” David Reitnauer, Vice President, Specialty Services, Walmart Health & Wellness Memomi is a leading provider of technology to enhance virtual optical try-on experiences, helping customers virtually “try on” eyewear in real-time for a seamless, easy and fun omnichannel experience. “Walmart’s ability to roll out our virtual try-on and contact-free digital measurements service in a short period of time shows how committed Walmart is to its customers’ need for digital care in-stores and at home,” said Ofer Saban, Chief Technology Officer, Memomi. The acquisition is expected to close in the coming weeks, and Memomi employees will join the Walmart Global Tech organization. “We’re excited to welcome the Memomi team to Walmart and add their capabilities to our leading virtual reality technology that is transforming the retail experience for our customers and members,” said Cheryl Ainoa, Senior Vice President, New Businesses & Emerging Tech, Walmart Global Tech. “We are looking forward to joining Walmart and offering our innovations and user experiences to such a large scale both in-store and online,” said Salvador Nissi Vilcovsky, CEO, Memomi. About Walmart Walmart Inc. helps people around the world save money and live better - anytime and anywhere - in retail stores, online, and through their mobile devices. Each week, approximately 220 million customers and members visit approximately 10,500 stores and clubs under 48 banners in 24 countries and eCommerce websites. With fiscal year 2021 revenue of $559 billion, Walmart employs over 2.2 million associates worldwide. Walmart continues to be a leader in sustainability, corporate philanthropy and employment opportunity. About Memomi Memomi Labs Inc is a leading provider of cutting-edge technology to enhance virtual try-on user experiences through artificial intelligence, deep learning and augmented reality. Memomi helps customers virtually “try on” eyewear in real-time for a seamless, easy and fun omnichannel experience. In addition to the try-on experience, Memomi technology has created an accurate, easy measurement experience in-store once glasses are selected, leading to time savings for the customer and cost savings for the store. Memomi was founded in 2014 by Salvador Nissi Vilcovsky and Ofer Saban, experts in conceptualized solutions and interactive design.

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Spotlight

Personalised medicine aims to deliver the right medicine to the right patient at the right time.1 It targets treatments to patients that are most likely to benefit from them, in contrast to the traditional “one size fits all” approach to medicine development and prescription. Personalised medicine leads to improved clinical outcomes and better quality of life for patients, and it offers tremendous potential savings to our struggling healthcare systems...

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