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What I’m Looking Forward To At #AHIPInstitute 2018

posted by Ingrid Lindberg, Customer Experience Officer, Chief Customer

on May 24, 2018

The countdown is on. AHIP’s Institute and Expo in San Diego is four weeks away. This morning, I found myself perusing the tracks, attempting to figure out where I wanted to go to see what is happening on the edges of health care. For the last 10 years, I’ve been attending AHIP’s Institute. I have spoken at 9 of the last 10, and I continue to go back each year to ensure that I can be immersed in what my clients are seeing as the trends in health care.

This year’s Institute has eight tracks—but there is one unifying theme. It isn’t the consumer. It isn’t consumerism. We’ve been talking about the “coming disruption of consumerism” since my days at Definity Health back in the early 2000s.

This year’s theme is Change. And change fast.

I’ve published commentary on the need for bold change post attending many past Institutes. But we haven’t seen anyone figure out how to truly design their system around their customer. The person.

I think we finally may be at the tipping point—18 years later. And I think we’re there because the outside world has stopped fearing the complexity we’ve always hidden behind.

I was recently interviewed by several media outlets about all the aqui-mergers and change in the industry. In one recent conversation with Fox Business, I imagined what the near term health care future looks like—with non-health care players joining the ecosystem.

“‘This is UberEATS for health care,’ … imagining a future where a patient uses telehealth services to visit with a doctor and Alexa begins filling the prescription as it is given, using the lowest available price points. Amazon can execute deliveries in many cities within one to two hours, while consumers never leave the comfort of their homes.”

I’d love to know who is figuring out how to feed Amazon their formulary, so that Alexa can figure out what drug is least expensive and price match it so that I don’t have to think about it.

I’d love to know who is figuring out how to extend telehealth services, so we can stop forcing moms to take a half day or more off work so that they can go sit in a doctor’s office, exposing themselves and their child to the rest of the illness in the waiting room.

The future is here, my friends, and there’s a lot that we can learn.


Ingrid Lindberg is one of AHIP’s Institute & Expo 2018 Social Media Ambassadors. Follow her for #AHIPInstitute insights, and register for the event.