Press Release: Canada’s health-care system reminiscent of banking in the '80s

New report challenges health sector to catch up with other industries’ use of data, evidence and technology to personalize services

Toronto (February 26, 2014) – A new report from one of the country’s most respected health innovation leaders is calling for a radical rethink of Canada’s health services industry. Calling for the health sector to learn from others, including the financial services industry, where customers can do their banking online, access their personal health information from anywhere in the world, and get customized services based on their needs, the International Centre for Health Innovation at the Ivey School of Business at Western University laid out a blueprint to modernize and personalize health care in Canada.

“If we are going to bring our health system into this century we need to learn from the practices of other sectors and begin to take advantage of their experiences with customer engagement and service as well as the information and technology that is available to us,” said Anne Snowdon, Chair of the International Centre for Health Innovation. “Just as Ford Motors moved away from building only Model T’s for everyone, regardless of their different preferences – the health-care sector needs to treat patients based on their individual diagnoses, values and goals.”

The thought paper investigates the advancement of digital communication technologies and points to increasing evidence that individuals are ready to manage their own health and wellness and are actively seeking out strategies and tools to change the way they access health services. The Centre outlines several steps for governments, health professionals and providers to accelerate the “personalization” of systems, including:

• Put the patient in charge of their health information and care decisions - not providers.
• Treat patients, not the disease they have. “One size does not fit all” in diagnoses and treatment.
• Incent providers for outcomes, not the number of services they deliver.
• Join the 21^st Century and get digitally connected.
• Engage citizens in decisions about services paid for by government. 

“There is great innovation happening right across the country in health care, but its limited and way behind other sectors,” said Snowdon. “These new approaches will improve patient care, outcomes, and save the system money. Most of all, we’ll start to empower patients to take ownership of their own health.”

Some examples of personalization in action include:

“Kayne arrived into the world at 28 weeks old as a result of unexpected complications during my pregnancy.  He was in the NICU for 300 days. During this very difficult time, we couldn’t understand why the doctors and nurses, who were providing his care and making decisions, were constantly dismissing us from the room.  We fought against a number of decisions being made, including multiple recommendations for a DNR order. The medical team eventually came to accept that my husband and I were going to be involved in our son’s care, after his Primary Care Physician announced his respect for our abilities to care and make decisions for our child. Another physician even acknowledged he changed the way he approached family care meetings as a result of this experience.  Kayne is now 5.5 years old.”

“If health care took a page from the insurance or banking sector, patients would get to choose the way in which they want to access services and how they receive care. In the banking sector we no longer stand in line to see a teller. Banks now provide access online, through ATM machines, special services for businesses, various investment packages based on risk, and if you need extra help, you can still see a teller.  In health care, we still rely on calling our doctor’s offices and making an appointment.  We should be enabling providers and patients to book appointments online, use Skype and email. Further, banks trust people with their financial information, why can’t we trust people to manage their health information?”

Dr. Mike Evans’ Whiteboard Med School started in December 2011 with the launch of his now famous YouTube video “23 and 1/2 Hours: What is the single best thing we can do for our health?” This viral sensation has been translated into 8 languages, seen over 7.5 millions times globally, and spawned this series of videos covering a range of health topics. His video lectures educate, inform, and motivate general consumers of health care to begin to manage their own health.