14 May, 2018

“When You Can Change The Way A Person Feels, You Can Change Their Behavior.” CEO Of Mytonomy, Anjali Kataria, Reveals Insights Into Patient Experience In Exclusive Interview


Our team is in Arizona this week for our Patient Experience Transformation Assembly! Leading up to the event, we had the privilege to gain first-hand insight into the world of patient experience by sitting down with Anjali Kataria, CEO of Mytonomy.

Thank you to Anjali for providing us with a new perspective on the healthcare industry. Check it out below!

Mytonomy works to deliver better health outcomes for patients. What does Mytonomy offer customers that help make this goal come to life?

When you can change the way a person feels, you can change their behavior.  Behavior changes lead to better outcomes. Mytonomy has a unique offering that combines a cloud-based software solution with cinematic quality video content that is engaging and entertaining if not addictive.  We combine the patient experience platform and content with the ability to better understand who their patients are based on the patient’s online behavior and a variety of behavioral assessments such as QOL, Anxiety measures, Self-Efficacy, Knowledge Gaps etc.  Based on this multivariate understanding, Mytonomy helps healthcare providers send their patients the right patient education (a tailored set of content) which they can access on any mobile device. The content is very high-quality production, modern and short (30 seconds to 3 min) with cognitive learning principles baked in.  Patients can access their specific content from any device, anywhere in the world at any time, and it is all fully interoperable with their system’s electronic health record.

In addition to the behavioral science,  we apply principles of microlearning which are heavily rooted in cognitive learning science, meaning that content is delivered in the ways that people want to learn today, using short, focused, highly engaging videos. We call this “just in time learning” or “look up learning”  This drives high usage and viewership by patients, which leads to more engaged and empowered patients.

Empowered patients are more likely to follow instructions, adhere to treatment plans and engage in self-care.  And all this leads to better outcomes for patients and higher patient satisfaction. We have IRB studies at multiple academic medical centers that show significant results using Mytonomy with their patients.  

An analyst recently called Mytonomy the “Netflix of Healthcare” can you explain?

Netflix innovated by bringing a cloud platform to the market that allowed users to access entertainment content 24X7 on any device, at any time versus having to drive to a brick and mortar “Video Store” to get their content.  2. They produce their own Netflix branded content but also licensed high-quality content from third parties to fill gaps. And 3. They immediately applied the data model from their online users back to their business and made great decisions from their online viewership patterns. Mytonomy has done the same in healthcare – innovated with a new cloud engagement and delivery platform, created high-quality microlearning education and licensed third-party content (best of breed) and created a data model chock full of insights we pass back to our health system partners to help them make better decisions.

Patient experience is so important in the healthcare system. What inspires Mytonomy to continue to make the lives of patient’s easier and more efficient?

“No one wakes up one morning and says, “I want to be a patient today”.   We don’t choose sickness. Yet, we all have had experiences with the healthcare system – either ourselves or as a caregiver or parent, and experienced the sudden burden it places on your life.”

For those that have a chronic disease, that burden is less acute but lasts a lifetime. As a technology provider, our role is to reduce this burden, reduce the anxiety and worry patients face and replace it with innovation and efficiency.  What inspires us is the reality of how bad some of our experiences in the healthcare system have been and how much opportunity exists to quickly improve them. We have seen massive improvements like the kind that are coming in healthcare, in other industries, and having a part of that, we know what is possible in healthcare.

If we can be part of a new wave of delivering care to healthy, sick and chronic care patients – then we can be a part of helping to transform the industry. That is exciting and very near term, and inspiring to see technology used in ways that really do improve the experiences of staff, patients and caregivers simultaneously.  

When would you say the healthcare industry shifted when it comes to making patients the center of the health landscape?

“The emergence of consumerism in healthcare and the rise of value-based care and associated revenue models and penalties are driving this shift.” 

In many other industries, the user experience is very different. Consumers expect and demand high levels of service and efficiency in other industries. They shop for services and products.  They expect information that is relevant and specific to them and their health condition.

Certain areas of medicine might lend themselves to shopping experiences, but that’s not what I think of when I think of Consumerism in Healthcare for the majority of healthcare services. I think of consumerism in respect to the expectations that patients have about the availability of information and how they want to learn versus how they want to shop.

As we move closer to a value-based care system, we are shifting more responsibility for care to the patient and their family, outside of the care setting.  The patient has to learn to care for their own health at home, at work, at social events, etc. In order for this transition to be successful, providers have to enable patients to be more knowledgeable about their health, follow treatment plans and engage in self-care.  To do this requires that the patient understands their condition and how to care for their health. It’s a complex set of psychosocial, behavioral, medical, emotional and financial requirements, and this requires a whole new kind of education beyond “handouts” and “discharge instructions”.  

Where do you see the healthcare industry heading this year, especially when it comes to patient experience?

Patient experience will move to the forefront, for many of the reasons I mentioned above – value-based care drivers, fee for service drivers (brand, preventing leakage, etc.)  

Patient experience and voice of the customer will be powerful departments inside large health systems and shift the discussion to better spending tied to measurable outcomes.  These outcomes will be financial, quality and health-related. As the patient experience teams show the returns on the investment being made, they will gain larger budgets and because they have the voice of the customer, they will direct their organizations’ true north.

To get these measures and demonstrate these outcomes, Patient Experience teams will need to marry patient experience work with real data/analytics resulting in more focused, tailored, personalized care and empowered patients.  

We’ll see more innovation in terms of scalable, cloud-based intuitive solutions, applications of artificial intelligence and machine learning, and greater capture and use of data pulled together from disparate sources to give a fuller picture of a patient, or person living with a chronic illness. The patient experience will continue to move toward the consumer experience in general in our digital world.

We are so excited to have Mytonomy join us during our Patient Experience Transformation Assembly. Can you give our readers a hint at what you will be showcasing?

We, of course, will be available to talk about our Patient Experience CloudTM software platform and microlearning video education content.

We are also hosting a panel discussion called “Driving Outcomes through Patient Experience in the Age of Digital Consumerism”.  

The session will discuss the challenges and opportunities in improving Patient Experience in today’s digital world.  Panelists will discuss how patients learn today differently than ever before, the various touch points along the patient journey and across the care continuum, and opportunities as well as new challenges that digital technologies provide to drive ROI and high levels of patient engagement. The panel will talk about the impact of Patient Experience on patient outcomes, reducing clinical variability across a diverse workforce to drive consistent high-quality experiences and explore key outcomes metrics through shared examples.

You can meet Mytonomy at our upcoming Patient Experience Transformation Assembly in order to learn more insights into the world of patient experience in the healthcare industry. Follow along using #MillenniumLive on social media. 

Thank you, Anjali Kataria, for providing us with such great insights.

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