What patients really want at In The Pocket mhealth, presented by Magali Geens (Managing Partner at InSites Consulting) on Thursday June 4, 2015.

1. REALLY WANT
WHAT
Customers
InSites Consulting
Managing Partner
Head of Client Happiness

2. @MAGALIGEENS
InSites Consulting
Managing Partner
Head of Client Happiness

3. hap·py
(hăp′ē) adj. hap·pi·er, hap·pi·est
1. Enjoying, showing, or marked by
pleasure, satisfaction, or joy. See
Synonyms at glad.
2. Cheerful; willing: happy to help.
3. Characterized by good luck. See
Synonyms at fortunate.
4. Being especially well-adapted;
felicitous: a happy turn of phrase.
5. a. Characterized by a spontaneous or
obsessive inclination to use something.
Often used in combination: trigger-
happy.
b. Enthusiastic about or involved with to
a disproportionate degree. Often used in
combination: money-happy; clothes-
happy.
01#happiness
@MAGALIGEENS

4. @MAGALIGEENS

5. @MAGALIGEENS

6. CUSTOMERS
KNOWVERYLITTLE
ABOUTYOU
@MAGALIGEENS

7. 50/20RULE
@MAGALIGEENS

8. IT’SHARD
TOSTANDOUT
@MAGALIGEENS

9. @MAGALIGEENS

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11. @MAGALIGEENS

12. “When your EYES are
looking at the company, your
ASS is facing the customer.”
@MAGALIGEENS

13. CUSTOMERS
AREEMPOWERED
@MAGALIGEENS

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1920-2015
-52years
HenryFord

20. @MAGALIGEENS
1950-2010
+21years
#amortality

21. @MAGALIGEENS
JOHANNA QUAAS

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24. +1 HAPPINESS
0 Health
-1 Illness
@MAGALIGEENS

25. ANGEL GURRIA, OECD
@MAGALIGEENS
“Improving the qualities of our
lives should be the ultimate
target of public policies.”

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27. @MAGALIGEENS
70% aware
40%choose

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3things
3months

29. @MAGALIGEENS
20-35 year old 80+ year old
63
65-79 year old
77
By InSites Consulting
November 2014
Armonea Happiness Barometer
67

30. MARRY
@MAGALIGEENS
OWN HOME
CHILDREN

31. @MAGALIGEENS
OWN HOME

32. @MAGALIGEENS
OWN HOME

33. @MAGALIGEENS
OWN HOME
SUCCEED AT SOMETHING
FRIENDS & FAMILY

34. #happiness
#1
@MAGALIGEENS

35. change
(chānj)
1. The act, process, or result of altering
or modifying: a change in facial
expression.
2. The replacing of one thing for another;
substitution: a change of atmosphere; a
change of ownership.
3. A transformation or transition from
one state, condition, or phase to another:
the change of seasons.
4. Something different; variety: ate early
for a change.
02#currencies
of
change
@MAGALIGEENS

36. @MAGALIGEENS
BELONGED
GET BACK
to where
you once
John Lennon
Paul McCartney

37. @MAGALIGEENS

38. @MAGALIGEENS
2015 Hospital Association Environmental Scan
“Only 10 to 15% of an individual’s
health status is attributable to
the health services he or she receives.
An INDIVIDUAL’S BEHAVIOR is,
by far, the single most important
contributor to OVERALL HEALTH.”

39. @MAGALIGEENS

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41. @MAGALIGEENS
#robolove

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43. @MAGALIGEENS
Asimo

44. @MAGALIGEENS
Pepper

45. @MAGALIGEENS

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February 2014
GP 2020 COMMUNITY
By InSites Consulting & MediQuality

56. Dr Sandra
around the clock!
2 patients in waiting room of group practice
6 virtual consultations (am)
• Free consultations pushed back to a minimum
• 6 virtual consultations: analysis of online month reports based on
data from health tracking – for 2 a follow-up visit is advised.
Advice = lifestyle change instead
of medication
• Problem: Insomnia due to stop smoking
meds
• Advice: lowering meds + mobile
application for extra motivation and tips
(reimbursed).
Call from cardiologist
• Dr Sandra knows full medical
background & the personal
profile/attitude of this patient.
• Together they agree on the best way
to help this patient being compliant as
there was the suspicion of non-
compliance.
12h30 PM: lunch meeting with colleagues
• During the meeting they discuss the planning for the coming weeks.
• One of her colleagues who attended a lecture on how to motivate obese
patients shares a summary.
Patient googled symptoms &
asks for antibiotics
• Examination shows no sign of infection.
• Dr Sandra plays a short movie on her
tablet to demonstrate the irrelevance &
redundancy of antibiotics at this stage.
Follow-up visit
2nd line treatment
• Colleague psychologist refers
patient back to Dr Sandra after 5
sessions.
• Both agreed medication should
be initiated.
• Via BCFI app Dr Sandra
compares 2 treatment options &
checks online medical records of
the patient.
• Orders via e-prescription.
e-learning course
• Introduction about SGLT2 treatment options
regarding diabetes type 2 – study outcome.
• Achieving a good work-life balance: she can spend
time with family.

57. @MAGALIGEENS

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59. #currencies of change
#2
@MAGALIGEENS

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63. @MAGALIGEENS

64. Thanks!
linkedin.com/in/magaligeens
@magaligeens
magali@insites-consulting.com

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