[Webinar] Mobile-Powered Patient Experience

Mobile-Powered Patient Experience

© 2009-2015 Phunware, Inc.2 | phunware.com
Agenda
1. Phunware Introduction
2. Why Mobile?
3. Mobile and Patient Experience Across Demographics
4. Getting Started with Mobile
5. Mobile Adoption
6. Summary

Phunware Overview
FOUNDED
February 2009
EMPLOYEES
210
HEADQUARTERS
Austin, TX
OFFICES
Newport Beach, CA
San Diego, CA
Rockville, MD
New York, NY
Miami, FL
Singapore
London, UK
CORPORATE OVERVIEW
phunware.com/company/
• Hundreds of Branded Applications Launched
• Tens of Millions of Application Downloads
• Mobile Solutions for some of the biggest healthcare systems in the US
• 1 Trillion+ Transactions per Year
• 200 Billion+ Advertising Transactions per Year
• Hundreds of Millions of Videos Served
• #1 Globally in Multiple Categories

Bringing Fortune 500 Expertise to Healthcare
© 2015 Phunware, Inc.4
MaaS is vertical-agnostic and highly scalable, serving more than 3,600 customers globally.
Solution Licensing
Vertical Solutions
Platform Licensing
SDKs, APIs, Servers and Infrastructure
Audience Building and Monetization
Performance, Premium and Network Advertising

Why Mobile?
There are almost as many mobile subscriptions
as there are people on earth — 6.8 billion.
That’s 96 cell phone subscriptions
for every 100 people.
Source: United Nations International Telecommunications Union
© 2009-2015 Phunware5 | phunware.com

The Average Smartphone Owner
• Unlocks their phone to
interact with it more than
100 times per day
• Accesses 25 different apps
in the course of a month
• Spends 44 hours per month
interacting with their phone
Source: Forrester Mobile Mindshift, 2015
74% of US adults
have a smartphone.
6 | phunware.com

the answer is
on the phone.
All this access generates a Pavlovian
response–the consumer learns that
whatever the question is...
Source: Forrester Mobile Mindshift, 2015

Health-Related Activities Have Already Moved to Mobile
Searches for
health info
are up to 12%
higher on
mobile than
desktop

Though many people think mobile health will be ancillary
or bolted on to the healthcare industry, we look at it
differently: mHealth is the future of healthcare, deeply
integrated into delivery that will be...
...better, faster, less expensive and
far more customer-focused.”
David Levy, MD, Global Healthcare Leader, PwC

Who’s Embracing Mobile Health?
CELL PHONE
PROVIDERS
LARGEST
US HOSPITALS
CONSUMER BRANDS
INFRASTRUCTUR
E
PROVIDERS
VIRTUAL
PROVIDERS
GOVERNMENT
All these players are working
to improve the health journey.

How Connected Health Will Change the Landscape
• More data to guide strategic planning
• Direct, personal connections with consumers
and patients
• Fast, integrated, two-way and real-time
communications
• Omnichannel campaigns
• Messaging shift from sickness to wellness
• Products and services not marketed in a
vacuum; fit into a bigger-picture system

Mobile and the Health Journey
Patients and Caregivers
Patients and caregivers lack
access and information at a
time when they need it most.
Navigation stops
at the hospital door
No appointment reminders
No communication
with doctors
No prescription monitoring
No treatment
plan compliance
Everyday Wellness
Navigation and Wayfinding
Consumers
80% of health apps
are focused on wellness. HUGE
GAP
in the Patient
Journey from
“Wellness” to
“Patient”
Patients and caregivers
are underserved when
it comes to mobile.

Hospital App Users : Patients, Visitors and Caregivers
• All ages, but 50% of patients
are typically Baby Boomers
or older
• Increasingly non-English
speakers
• In unfamiliar environment
• May be late, anxious, sad,
tired, rushed or stressed
Sick
Injured
Having a child
Waiting for
test results
Unsure about
treatment plan
Being transferred
from another unit
SadHungry
Stressed
Frustrated
Medicated

72%
of 55-64 year olds
making over $75K
own a smartphone
39%
of seniors
own a
smartphone
38%
increase in smartphone
ownership among seniors
from 2012 to 2013
Smartphones and Seniors
73%
of seniors own some
kind of cell phone
Source: Pew Research

Even if Grandpa
doesn’t own a
smartphone,
chances are his
caregivers,
sons, daughters
and
grandchildren
DO.
Smartphones and Seniors
15 | phunware.com

Family is a Motivator for Seniors to Get Connected
Gen Z:
Connected from birth
FaceTime with
grandparents,
Facebook photo
albums, and watching
nursery rhymes on
smartphones and
tablets

Gen X, Y, Z and Mobile
• According to research by Deloitte, these groups expect
instantaneous access to information and personalized
communication
• 80% sleep with their phone
• 71% of Gen Z youth said they would rather spend their last $10
loading up their mobile phones than on food
These generations have higher demands for both mobile and
customer experience than ever before.
Source: Total Youth Research
Delloite’s Mellennial Survey

Challenges Facing Hospitals Trying to
Improve Patient Experience
WAIT TIMES CANCELLATIONS INFORMATION ICD-10
EHR/EMR AFFORDABLE CARE ACT HIPAA PATIENT SATISFACTION
POPULATION MALPRACTICE NO-SHOWS SCHEDULING

Patient Experience
93%
of Healthcare Professionals
believe mobile apps can improve
patient experience and outcomes
34%
of Hospital Executives
report that improving patient
experience is their
biggest challenge
© 2009-2015 Phunware, Inc.
Source: eMarketer

Patient Experience Drives Hospital Profitability
When hospitals are ranked by profitability, the most profitable hospitals
have the highest Press Ganey patient satisfaction scores.
82.00
82.75
83.50
84.25
85.00
1 2 3 4
PRESSGANEYSCORE
PROFITABILITY (QUARTILE)
With over
$1 billion in Medicaid
funding tied to the
HCAHPS survey,
patient satisfaction
is more important
than ever.

Patient Satisfaction Starts with the First Appointment
• 55% say easy access to information is a key
reason for “falling in love” with a brand
• 89% of customers will dump a brand for a
competitor following a bad experience
• 86% of customers are willing to pay up to
25% more for a better customer experience
Source: Harris Interactive,
Customer Experience Impact Report
Customers make most decisions by relying on their two-second first
impressions based on stored memories, images and feelings.”
- Malcolm Gladwell, Blink

Being Sick is Stressful.
Getting to Medical Appointments Shouldn’t Be.
31%
are first-time visitors
88%
visit rarely or
1-2 times per year
Late
Injured or sick
In an unfamiliar
environment
Anxious about
test results
Recalling medical
information
Confused
Scared
Medicated
Stressed
Distracted
Source: Leslie Wolke Consulting

Wayfinding Impacts Patients, Staff and Revenue
OF FIRST TIME VISITORS REPORT CONFUSION
30%
OF REPEAT VISITORS ARE CONFUSED
15%
OF STAFF MEMBERS CAN’T FIND THEIR DESTINATION
28%
OF HOSPITALS REPORTED IDLE STAFF WHEN PATIENTS ARE LATE
40%

Hospitals Are Often Externally Complex
Wayfinding is compounded
by the physical make-up of hospitals:
• Buildings have been added over time
• Multiple construction projects happen
simultaneously
• Buildings have been merged
24 | phunware.com Credit: Leslie Wolke Consulting

Hospitals Are Often Internally Intimidating
Confusing
hallways,
"off-limits" areas
and multiple
parking areas all
contribute to
difficult wayfinding.
25 | phunware.com © 2009-2015 Phunware, Inc.Credit: Leslie Wolke Consulting

Employees Only Know Their Own Area
• Staff are confident,
friendly and
levelheaded
• While familiar with their
own area, they may not
be familiar with other
areas of the facility
• It is difficult to keep
wayfinding information
up-to-date with
changes such as
construction or
department moves
Credit: Leslie Wolke Consulting

Missed Appointments: A High Price to Pay
A 5% no-show
rate could result
in losses of up to
$8 million*
Based on a conservative estimate
of $200 per missed appointment.
Source: Intermountain Medical Group case study
5% missed
appointments

Missed Appointments by Type
• 50% no-show rate isn't unheard of in some specialty
clinics (ex: colonoscopy)
• Subspecialties like neurosurgery and urology incur the
highest loss per case: $5,962 and $4,758 respectively
• Urban clinics commonly have no-show rates of 10-20%
• Teaching hospitals commonly have no-show rates 2.23
times higher than small to mid-sized community
hospitals
Across the
board,
between 4%
and 12% of all
appointments
are missed.

Patients Most Likely to Miss Appointments
• Are single, under the age of 34
• Carrying Medicaid insurance (or no insurance
at all)
• Older patients recently divorced or widowed
• Patients who live 60 miles away or farther
from the clinic or hospital where their next
appointment is scheduled
Source: Post Gazette, No Shows Cost Billions, 2013
Research shows clinic
scheduling controls as much
as
1/3
of the probability
that a patient will show up.

Reducing Missed Appointments
Studies report missed
appointments decrease by 5%
to 20% for patients who
received an single mobile
appointment reminder.
20%
5%
Percentage of missed appointments
Single patients under the age of 34 are
the most likely to miss appointments,
and 81% of people under the age of 34
have a smartphone.

5
Guide the Patient Journey with Phunware
To the parking lot Across departments
From the neighborhood All the way to the office
Through the front door

Phunware’s Benefits for Patients and Visitors
• Real-time indoor and outdoor navigation
• Interactive directories with one-click
navigation
• Reminders about appointments,
prescriptions and more*
• 24/7 access to hospital-created content
such as surveys, educational content, and
information about hospital events.
*through an integration with EHR systems
32 | phunware.com

Dignity Health: Real Life Example
“The addition of the
FrenchWay app here at
French Hospital provides
another resource with which
we can continue to improve
our patient and visitor
experience. This app will not
only make navigating the
hospital easier, it will also
ensure our patients and
visitors have access to the
latest French Hospital news,
information on services, and
even the newest promotions in
our gift shop.”

Mobile Wayfinding
• Can be integrated as part of the
existing wayfinding strategy
• No infrastructure costs—most
patients already own smartphones
• Unlike static assets, smartphones
travels with the users as they
navigate throughout the hospital
• Translation capabilities
• Update, manage and edit in the
cloud

Wayfinding in a Language Patients Understand
Translation Capabilities
Information in Phunware’s mobile app can be instantly
translated into numerous languages to accommodate
today’s diverse patient population.
Acronym Matching
Common terms can be defined for acronyms and easily
searched within the app. (For example, when a patient
searches for “throat doctor” in the application, ENT will
appear in the directory.)
Of 23 medical acronyms, only 4 were correctly
identified by more than half the participants.

Not Just Another Pretty Kiosk
Phunware’s mobile applications can be easily extended to kiosks using 10 to 24-inch tablets. With
Phunware, your digital wayfinding solutions will always be in sync—the mobile application and the
tablets can be updated easily from the cloud-based Map Editor Portal.
Kiosk Savings with Phunware
Phunware tablets can be deployed for
as little as $200 each
Typical non-Phunware kiosks cost
approximately $5,000 each
For a hospital with 10 kiosks,
Phunware’s solution provides a potential
cost savings of more than $45,000

Patient Communications
Through integrations with existing EHR Systems,
Phunware provides:
 Appointment reminders
 Appointment confirmations
 Appointment rescheduling
 Medication reminders
 Treatment plan reminders
 Treatment plan compliance monitoring
Source: Journal of the Royal Society of Medicine
40% to 80%
of medical information provided by healthcare practitioners
is forgotten immediately. Furthermore, almost half of the
information that is remembered is incorrect.

Manage Patient Outreach
• Event promotion
• Alerts
• Push notifications
• Curated content
Improve and Streamline Wayfinding
• Easily integrate Phunware’s app with existing
wayfinding strategies
• Easily update campus maps in the cloud to
display facility closures, staff -only areas, points
of interest and more
• Make informed decisions with Phunware’s
advanced analytics dashboards
Phunware’s Benefits for Hospital Administrators
38 | phunware.com

48%
39%
31%
35%
34%
33%
32%
28%
25%
25%
Quantifying a meaningful ROI
Defining meaningful point of differentiation
Achieving marketing alignment with staff
Determining impact of healthcare reform
Defending against market encroachment
Managing and improving brand reputation
Rethinking strategies due to budget cuts
Delivering superior patient experience
Communicating consistent brand message
Implementing social media strategy
Marketing Challenges According to Hospital Executives
% of respondents
Source: Smith and Jones, 2013
Survey for Marketing Executives
Areas where
mobile apps can
help

Checklist for Launching a Mobile App
 Leverage Your Mobile Partners
• Mobile companies can provide best-practices for launching
your mobile application and help you adjust your strategy as
you go.
 Engage the Right Internal Team
• Make sure stakeholders from all departments- typically IT,
Marketing, Customer Experience, Facilities and sometime the
Office of Real Estate and the Innovation Lab- are aligned on
mobile strategy and spend.
• Identify a champion- the person who is responsible for
measuring adoption and updating the core team.
 Set a Timeline
• Align all activities around a “go-live” date. Provide several
weeks for internal Q&A once the app is considered “complete”
before releasing it to the general public.
 Set Adoption Goals
• The success of the app can be measured in both downloads
and usage.
 Have a Kick-Off Meeting
• Ensure all stakeholders are up-to-date on the app’s
functionality and how it’s launch will effect their department.
 Encourage All Staff to Promote the App
• Encourage staff to discuss with patients at key points in the
patient journey, such as when patients check in for their
appointment.
• Ask staff to include a link to the app on their e-mail signatures.

Strategies for Mobile Adoption
 Physical Promotion
• Place physical signs at points of entry and waiting areas
throughout the facility
• Signs can include an offer like “download our app and get
a free coffee in the cafeteria”
 Digital Promotion
• Promote on the home page of your website
(as part of the rotating carousel if you have one)
• Create a mobile-specific landing page
• Run banners across high-traffic areas on your website
• Promote on monitors that are set up in waiting areas
 PR and Media
• Press release
• Media day
• Mentions in local print publications

Your App is a Success, Now What?
 Maintenance • Ensure compatibility with future devices and operating system updates
• Fix bugs
Working with a cloud-based vendor like Phunware takes care of these issues for you.
 Roadmap • New features req. to stay relevant
• High R+ D costs
Phunware reduces the burden of innovation by regularly releasing new features.
 Advanced Customization • Add new, unique or advanced feature to differentiate your brand and further
engage customers
Phunware’s Professional Services team has created award-winning mobile apps for
the world’s largest brands, including the Olympics App, the move-used app of all
time.
 Stay Relevant with Content and
Promotions
• Regularly update your content and promotions to stay relevant with seasonality
and the needs of individual patients
Through Phunware’s Content Management and Marketing Engines, you can easily
create new content (ex: Stay Healthy this Flu Season), promote events (ex: Flu Shot
Clinics) and offer promotions ( 25% off chiropractic consultation).

For Hospitals Without an
Existing Mobile App
(or hospitals that would like a new app)
Healthcare-Specific
Templates
Fully customizable and come
fully baked with healthcare
features out of the box.
Where to Start with Phunware?
For Hospitals
with an Existing
Mobile App
SDKs of Individual
Phunware Features
Can be easily integrated
into existing apps.
For Hospitals Wanting
Advanced Features and/or
a Custom User Interface
Fully Custom Solutions
Can be created by
Phunware’s award-winning
Professional Services team.

Wayfinding Pilot Process
Mobile Strategy Session
Deliverable: Recommended Mobile Roadmap.
Physical Pilot (with or without Beacons)
Deliverable: Using beacons or indoor Wi-Fi, Phunware will create indoor wayfinding
for one building (up to two floors). Patients and visitors can download the application
and use it to access content and navigate through the facility. Pilots typically run for
60-90 days.
Three easy steps. Three awesome deliverables.
1
2
3
Mobile Demo App
Deliverable: A unique, branded mobile application and map
for your facility.

Conclusion
• Improving the patient
experience with mobile saves
hospitals millions annually
• Phunware has successful
solutions deployed in the
largest US Hospitals
• Getting started is easy and
low-risk with Phunware’s
3-step pilot process
Phunware’s Home to Hospital to Health
solution improves patient experience
and the bottom line.

Thank You

[Webinar] Mobile-Powered Patient Experience

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