HealthcareTsunamiTomPeters.pptVIP

Healthcare TsunamiTom Peters/09.12.2004 HealthCare2004Consumerism X Demographics X IS/Internet X Quality X Information Consolidators X Genetics Devices Revolution = YIKES! Golden Age of Patient-centric, Genetics-driven Healthcare Looms! Current status: $1.3T. 30M-70M uninsured. 90K killed and 2M injured p.a. in hospitals. 85% treatments unproven. Cure depends on locale in which treated. 50% prescriptions do not work. 2X docs. 2X hospitals. IS primitive. Accountability measurement nil. And everybody’s mad and feels powerless: docs, patients, nurses, insurers, employers, pharma device cos, hospital administrators and staff. 1. Consumerism (Patient-centric Healthcare Arrives) Anne Busquet/ American ExpressNot: “Age of the Internet”Is: “Age of Customer Control” Amen!“The Age of the Never Satisfied Customer”Regis McKenna “The Web enables total transparency. People with access to relevant information are beginning to challenge any type of authority. The stupid, loyal and humble customer, employee, patient or citizen is dead.”Kjell Nordstrom and Jonas Ridderstrale, Funky Business “Parents, doctors, stockbrokers, even military leaders are starting to lose the authority they once had. There are all these roles premised on access to privileged information. … What we are witnessing is a collapse of that advantage, prestige and authority.”Michael Lewis, next “Teens and young adults are flocking to the Web for health-related information as much as they are downloading music and playing games online and more often than shopping online, according to a national survey from the Kaiser Family Foundation.” —Reuters “A seismic shift is underway in healthcare. The Internet is delivering vast knowledge and new choices to consumers—raising their expectations and, in many cases, handing them the controls. [Healthcare] consumers are driving radical, fundamental change.”Deloitte Research, “Winning the Loyalty of the eHealth Consumer” “We expect consumers to move