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Heard at HIMSS 2017

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Actionable Insight

"Heard @HIMSS - Engaging the consumer emotionally can be a catalyst for behavior change. #HIMSS17"

This week, more than 40,000 health IT professionals, clinicians, executives, and vendors gathered in Orlando for the HIMSS Annual Conference & Exhibition. The mega-event featured educational sessions on interoperability, cybersecurity, population health, as well as an Alternative Payment Models Knowledge Center and Cybersecurity Command Center on the exhibit hall floor.

Oliver Wyman Principal Chris Schrader was one of those in attendance. Here, he shares his observations and key take-aways from the event.

Markets are in need of rationalization and organizers, which presents both opportunity and risks.
  • Note the sheer number of HIMSS exhibitors (nearly 1,300 this year)
  • Many people doing similar or the same thing within each micro-market / ecosystem
  • This can create a feel of unsustainability, and there’s no obvious organizing entity in each ecosystem
Emotion and empathy ran as an undercurrent of discussion, but have yet to become a design element.
  • The conference kicked off with a mention of “emotionally charged transitions” and plea for empathy
  • This theme ran through many other discussions and talk of “patient engagement” as well as “physician engagement”
  • Engaging the consumer emotionally can be a catalyst for behavior change, so hopefully we’re on the right track
With few exceptions, the “consumer” was absent from the conference.
  • Lots of great discussion about the “patient” or “member” as a true focus (sometimes with mention of rest of their lives, but more often without)
  • Patient-engagement solutions are still primarily designed around a toolset for physicians
  • No one is stepping up and trying to own the consumer relationship across the board – even the best solutions stopped at an episode of care or shortly after discharge from an acute setting

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