Local Business and IT Consulting Firm Collects more than 100 Ideas Directly from Minnesota Healthcare Leaders and Consumers on Ways to Improve Healthcare Experiences

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Online, month-long brainstorming session yields exactly what consumers expect when it comes to improving their healthcare experiences

Concord, who provides business and IT consulting within the healthcare industry, in partnership with Red Dragon, an online idea sharing platform, recently embarked on a month-long idea generation exercise to get directly into the minds of consumers and get their take on how healthcare payers (insurers), providers (practitioners) and pharmacies alike can improve healthcare experiences.

“Results show that more emphasis must be placed on the desires of individual healthcare consumers versus a one-size-fits-all approach that is very apparent today,” said Rajat Relan, Sr. Engagement Manager at Concord. “The goal of this exercise was to provide healthcare leaders with quantifiable ideas to share within their organizations and hopefully implement change.”

With open enrollment for employers, healthcare exchanges and even Medicare on the horizon, this information is not only timely but will encourage healthcare leaders in both the payer and provider space to listen to what consumers want and learn why they want it. This, in turn, will not only help organizations retain existing relationships but further increase their consumer reach.

When results of the idea generation exercise were summarized, three key categories were apparent; service innovation, technology and data analytics, and costs. “By learning more about these areas, healthcare leaders and organizations can help solve the basis of what consumers want before creating very general engagement tactics,” said Relan.

Concord’s findings show that the average healthcare consumer needs to be well informed, and have experiences that are easy and take away the guesswork. Examples include: filling out paperwork prior to appointments, seeing more cross-communication between payers and providers for billing, and knowing how much appointments, procedures and prescriptions are going to cost before healthcare events are all being craved.

The idea behind this healthcare ideation exercise came from a Concord-designed Health Care Reform Roundtable. The discussion topics of these roundtables are driven by attendees and are facilitated by a different healthcare executive each month.

"At this point in healthcare reform conversation, it is critical to hear perspectives of multiple stakeholders. This discussion group attracts a multitude of experienced executives from many backgrounds (payer, provider, HIT, pharma and device manufacturers),” said Dave Moen, Owner, MoenMD Consulting. “I have learned a lot about strategic issues we all face through these discussions. It has been a great venue to meet key contacts who are interested in improving what we can collectively do moving forward."

To fully portray results of this healthcare ideation exercise, Concord has developed a brief whitepaper that not only provides 102 ideas to directly improve healthcare experiences, but among these it highlights the top three most important consumer ideas as well as some ‘no brainers’ that healthcare leaders could easily and immediately implement tomorrow.

To learn more from our experts about these findings or to obtain the whitepaper, please contact Brea Marsh at 952.241.1029 or brea(dot)marsh(at)concordusa(dot)com.

About Concord
Concord is privately-held business and IT consulting organization providing technical solutions to clients nationwide. Concord’s consulting services range from governance, architecture, applications, integration and data management. To learn more, visit concordusa.com.

About Red Dragon
Red Dragon, a unique, web-based “crowd sourcing” platform that enables organizations to strategically engage its customers, employees and business partners for the purpose of growth and innovation.

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Brea Marsh
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