When you think about who typically uses online patient portals, maybe Millennials first come to mind. Approximately 15 percent of patients in their 100s and 20 percent of patients in their 90s are registered, active users on Privia Health’s online patient portal. Their biggest cohort? No, not Millennials. Baby Boomers. "I'd just never thought about that," says Shawn Morris, Privia Health's Chief Executive Officer and a speaker at this month's Oliver Wyman Health Innovation Summit. "It blew me away."
In this episode of the Oliver Wyman Health Podcast, Shawn shares his thoughts on this unique finding, and also explains his three predictions for what's next in healthcare with host, Sam Glick, Partner in Oliver Wyman’s Health & Life Sciences practice.
More From This Episode
- "We live in the world of Amazon where you order something and it's at your door in an hour or two. Worst case, probably wherever you live in the US, you can get it in a couple of days. This is changing our expectations of what we should expect out of a higher performing organization."
- "The healthcare experience hasn't really changed drastically or kept up with consumer expectations. We must meet our providers where they are on that road to value (and every provider is in a different spot). Providers need to meet their patients and consumers where they are. That means a mom can schedule either an office or virtual appointment when it’s convenient for her children to be seen.”
- "We track our ability to know who is using our patient portal, how often they engage in it, and what their age is. You might expect Generation X are really engaged. ... What really shocked me is we have a few hundred patients over the age of 100 who are using the portal. You wouldn't expect people of this age cohort to utilize technology. However… they are. My 86-year-old mother has an iPad-type device and she communicates with her kids and so forth on video because it's pretty easy for her to use. We really look at interaction, how easy it should be, and what the expectation is.”
- "It's very difficult to connect 80 to 100 different, disparate electronic medical records. The technology is not quite there yet. If you can narrow that down to just one or two — like we have at Privia — and make the investments necessary, the patient experience will improve unbelievably."