US healthcare leaders are struggling to address the triple aim of care: the cost of care, health outcomes, and the experience of care. By many measures, progress has stalled or is in decline. HFS Research perspectives highlight that the cost of care has been increasing up to three times the rate of inflation over the last decade (not accounting for the current high inflation). Life expectancy has regressed to levels last seen in 1996—in 2019 it was 79, and now it is 76.1. Most consumers remain dissatisfied with healthcare.
Publicis Sapient’s SPEED (strategy, product, experience, engineering, and data and AI) philosophy, combined with its focus on an ecosystem approach to serving health consumers—including patients, customers, beneficiaries, and employees—is already delivering improvements in experience and health outcomes. Since Publicis Sapient addresses the entire ecosystem, from government services (research and public health), pharma, health insurance, to clinical delivery, the potential to impact health consumers is significant.
Publicis Sapient’s view of experience in healthcare is grounded in being predictive, integrated, personalized, and ubiquitous. Its journey map encapsulates three stages of progression:
Publicis Sapient has partnered with a very large US health system with a global footprint to expand clinical care through digital means. Publicis Sapient developed platforms that connect clinicians, caregivers, administrators, and patients to improve engagement and health outcomes. This connectivity spans the value chain, leveraging content curation and delivery to connect clinicians with patients through scheduling tools and care delivery.
Through another specific set of solutions intersecting human interaction and digital tools, Publicis Sapient helped improve medication adherence by 43 percentage points and increased rehab attendance by more than 60 percentage points for patients recovering from cardiac arrests. Its approach to delivering digital empathy directly impacts health outcomes, a critical value proposition for the health system and its consumers.
Another example of improving outcomes is reflected in Publicis Sapient’s partnership with a global medtech and technology player to change colonoscopy. Instead of a traditional colonoscopy procedure that requires anesthesia in an outpatient setting, the alternative Publicis Sapient facilitated delivers an ingestible with a camera. The consumer swallows the ingestible under clinical supervision and goes about their day. The ingested camera sends pictures to an app via a disposable patch the consumer wears. The gastroenterologist can review the images using proprietary AI-driven image analysis, which now takes four minutes versus the 45 minutes required for a traditional colonoscopy. The diagnostics are equal to or better than with the traditional method, and the experience is certainly better.
Leveraging digital capabilities to address health outcomes through experience and engagement delivers real value to health consumers.
Health plans and provider systems continue to struggle to engage health consumers, and their inconsistency with point-of-care experiences typically affects health outcomes. Health plans and providers must explore working with service providers that have proven their ability to address experiential and health outcomes attributes. Service providers participating across industries can bring their experiences from other industries to help design effective ways to improve engagement and drive better health outcomes. Reimagining healthcare and leveraging digital as a force for good in driving business outcomes and improving people’s lives must be the way forward.
Rohan Kulkarni
Practice Leader - Healthcare and Life Sciences
Rohan leads the Healthcare practice at HFS, bringing to bear his vast experience across the healthcare ecosystem. His experience includes being the Head of Healthcare Strategy at multiple Fortune 500 companies, Product Management leader, and CIO at two Health Plans. He is passionate about the Triple Aim (improving health outcomes, reducing the cost of care, and enhancing the care experience) and believes that health and healthcare is a polymathic opportunity that intersects with every industry and facet of our lives. His well-rounded experience and passion bring a practical approach to his analyst role at HFS.
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