Innovating Retail Health Care Solutions for an Evolving City & Customer

Transcription

1 AMGA 2016 Annual Conference Marketing & PR Leadership Council Meeting QUICKCARE CLINIC Innovating Retail Health Care Solutions for an Evolving City & Customer Ara Telbelian Director of Marketing, Henry Ford Medical Group Director of Brand Management, Henry Ford Health System

2 Integrated delivery system in southeast Michigan 23,000 Employees Henry Ford Hospital the flagship and academic medical center 4 Acute care hospitals 3 Behavioral health inpatient facilities 1,200 Member medical group $70 Million in annual research funding 200 Care delivery locations Henry Ford Physician Network ACO HAP Insurance product with more than 700,000 members Expansive Community Care Services division Recipient of the Malcolm Baldrige Award

3 Setting the Stage

4 Research Findings Peace of Mind Immediate Access Receive test results within 24 hours of completion Renew Rx on line Henry Ford Medical Group s Commitment to Radical Convenience

5 Call Nurse on Call Cold & Flu Line Teladoc Click Tele health E visits MyChart Clockwise MD Come In Same day Appointments Minute Clinic Partnership Walk in Clinics QuickCare Clinic

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7 Downtown Detroit is Growing Henry Ford QuickCare Clinic Source: Downtown Detroit Partnership Stakeholder Meeting September 29, 2015

8 Downtown Detroit is Growing Henry Ford QuickCare Clinic Source: Downtown Detroit Partnership Stakeholder Meeting September 29, 2015

9 Downtown Detroit is Growing Henry Ford QuickCare Clinic Source: Downtown Detroit Partnership Stakeholder Meeting September 29, 2015

10 QuickCare Clinic Objective Respond to a growing Downtown Detroit Innovating retail health Care solutions Support the growth with convenient care at a new site Same day immediate care (non Urgent Care) Advice and medical/wellness solutions Retail convenience General medical advice Concierge Support Gateway to Henry Ford Health System resources Medical Referrals Durable Medical Equipment Travel Medicine

11 Location Near the Central Business/Financial District Walking Distance from most dense business/retail spaces

12 Real Estate Search Borders: South of Grand River, East of Washington, North of Larned & West of Randolph

13 Location Considerations Near People Mover New M1 Light Rail Henry Ford QuickCare Clinic

14 Target Population

15 QuickCare Clinic Survey Service Selection Henry Ford Health System, with the assistance of the Quicken Loans Human Resources team, surveyed Rock Holdings team members to investigate the opportunity to provide access to convenient, quality, non urgent medical care on site or near their workplace during work hours. Survey was distributed October 10 17, 2014 Respondents 785(5%)

16 Survey Results Q1) Do you think you/your colleagues will benefit from having a health clinic on-site or near your workplace? Q2) Where would you feel comfortable visiting such a clinic? Nearby is identified ½ mile or less/walking distance

17 Q3) If the clinic is in the location you preferred in Question 2, how likely are you to use the services? Q4) What should the hours of operation be for this health clinic?

18 Q 5) How should appointments be handled? Q6) What type of services/conditions should this health clinic offer/treat? Cold and flu symptoms 713 Blood pressure and temperature readings Immunizations such as flu shots 590 Annual physicals Preventive care Simple finger prick blood and other screening tests Blood work services Headaches Concierge services Concierge services for prescription medications Scheduling services for a variety of off-site services Chronic health conditions Travel medicine Brown bag lunch talks for healthy living - 235

19 Q7) Should the clinic offer audio and video communication with a physician (specialist) in conjunction with walk in options or during off hours? Q8) How would you expect to pay for health care services offered at this health clinic?

20 Q 9) If services are not covered by insurance, how much should you be charged for an office visit? Q10) Are you aware of anywhere near your work site that provides this type of health clinic?

21 Operating Details Same Day, non urgent care Over forty types of treatments for minor injuries & illnesses, medical tests, vaccinations and other health services Alternative medicine & telemedicine services Integrated with Epic & MyChart Point of care lab testing Limited to non narcotic prescriptions Monday Friday 7:30 AM 6:00 PM Nurse On Call & Teladoc for all other hours

22 Operating Details Walk ins & reserve your place in line Alternative medicine & telemedicine services by appointment Staffing: 1 Nurse Practitioner & 1 Concierge all open hours Additional staff as needed for boutique services Accept same insurance plans as HFMG & Credit Cards No cash Retail Menu Pricing Standardized, posted prices for routine care & point of care tests Routine HFMG pricing for boutique services

23 Physical Design 2,000 square feet of space Reception with concierge/transaction counter Limited waiting area with high tables/chairs and low chairs side tables, with the feel of a living room 4 exam rooms 2 regular exam rooms 1 outfitted for telemedicine 1 for acupuncture & massage Routine regulatory required rooms (clean, dirty, etc.) Space for potential retail (ie: vitamins/supplements) Partner with Zagster for bike sharing program

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25 Retail Advertising

26 QuickCare VIDEO

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36 Stayed Local Incorporated employees who work in the area Millennial Speak

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38 Power Wash Sidewalks

39 PANDORA RADIO

40 Digital

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42 Social Media

43 Outdoor Print

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45 Community Open House

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47 Results Aug 15 Sep 15 Oct 15 Nov 15 Dec 15 Jan 16

48 We are doing a lot of things right.. Patients enjoy the flexibility of being able to walk in A queuing system like Clockwise.MD balances demand arrivals and reduces wait times Using a Health Care Concierge instead of receptionist greatly facilitates referral retention & access to specialty care Location is very convenient for employees of local businesses Demand for alternative care options such as massage, acupuncture & tele health increasing

49 There are issues that we didn t anticipate.. There is demand for more & higher levels of service Interest in establishing a relationship with a PCP in all age groups Large demand for STD testing & counseling with the younger age group Women s health OB/GYN services all age groups Higher acuity care such as suturing We need clinical support staff to expand the scope of service We probably don t need to be open quite as early Have programmed tasks for staff when patient demand is low

50 QUICKCARE CLINIC THANK YOU