The Role of Consumers In Health Care Video

As manager of Human Resources for Qualcomm, David Beadle discusses what the consumer really wants out of consumer-centric healthcare.
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Where are the consumers? David Beadle: What I am hearing from a lot of these folks is lot of different ways of how they are trying to tweak the medical system and the healthcare system, and a lot of that if you really kind of step back is how do we deliver better healthcare and better outcome, which is a noble goal. We want that. But when we are about a conference that's directed that consumer centric or consumer directed healthcare plans and programs, what I see missing is where are we asking the consumer out there, the person who is not involved in delivering healthcare in one way or another, what they think about it and what they would desire out of the system? Like I said, I go back to my marketing background. I am came from marketing years ago, and that was what we all learn about. We learned about consumer behaviour and how consumers will react to certain things that will get them to desire something more than something else. Product price, promotion price is the basis of marketing, and that's when you figure out an offering for people, that's the things that you have to consider. So I think they differ a little bit when they say, it's all about price. It was all about price, we wouldn't all be walking around with bottles of clear water in plastic that we could get for free from the tap. So there is a lot that's going into it. But I think that they are missing in terms of the marketing and how does the consumer actually deal, feel about this experience. And I just don't see them getting there with that. They are talking about, okay, well, they will pay more attention to because now they have to control the money, yeah may be so, but then again, there are these things that go into the value of it in terms of how is this provider meeting my needs. That's the whole gist right there. The consumers looking for a way for them to meet their healthcare needs, and I don't see, I am still not seeing anybody come up with that. They come up with little band aids here and there, but nobody is putting together the program which is really, I think it needs to be a new paradigm in terms of how we actually get that consumer engaged and actually respond to what their needs are. Is the customer experience getting better in healthcare? David Beadle: It's definitely getting there and I was glad to see somebody finally start talking about that end of it, but again, there is I think the gentleman that came behind me said, you know they talked about the silos, they are still functioning in silos. There has to be very much integration across that and looking at the experience, I think it's very important. One of the things that I will be actually be speaking about tomorrow is, one of the -- what we do at Qualcomm with our experience and our attempt to develop the healthcare continuum, we have an integrative approach. We take things from the wellness side all the way through primary care on site for our employees, and we are actually taking the steps to integrate with the community at large. So we are actually even to go beyond the primary care into the in-patient, the acute, the specialist care needs of our employees and put that together in an entire package, and not using so much of this other stuff that they do. And actually ours is totally opposite, we are getting to the point, where it's almost free for the employees.

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