The journey to a new tomorrow: A conversation with Patrick Conway, MD, President and CEO, Blue Cross and Blue Shield of North Carolina
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McKinsey on Healthcare, a podcast series about visionaries, leaders, and problem solvers shaping the future of healthcare. On today's episode, McKinsey partner Celia Huber is joined by Patrick Conway.
As you think about the next five to seven years, what do you see as the two to three biggest challenges or disruptions in the industry?
I think you're seeing consumers, employers increasingly frustrated about the current state and really expecting better healthcare quality and outcomes, lower cost and a great service experience. And so then I think the three things that we'll see are one, a move to value. I think you're gonna see over 50% of payments across private and public payers in two-sided risk arrangements with providers that are true partnerships like ACOs. Second, I think the much more seamless and digital consumer experience that's tailored based on people's needs and their healthcare needs. And then third, I think, is advanced data and analytics. Both the healthcare consumer and healthcare providers at a much deeper level are able to tailor benefit designs to meet people's needs, are able to understand what's driving healthcare costs and quality gaps, and really addressing both the cost and the quality and the experience of care at a much more rapid pace.
Let's talk about consumer experience. How do you think that's gonna evolve for patients and in the way care is delivered? How will providers have to change and how will you see even family members or other caregivers be involved?
Yeah, so in terms of patient experience, now people often wait a long time. They don't necessarily get evidence-based care, and that care is too costly. So if you think about what that looks like in the future, I think you will see a seamless care experience where people's health care needs are met when, where, and how. They want them met. I think much more of that will be telehealth than virtual, so not met in bricks and mortar visits. I think you'll see much more care delivered at home, so not in the hospital setting, but in the home-based care environment whenever possible. And then lastly, I think in terms of customer experience, to give you an example, Blue Cross Blue Shield has a net promoter score in the high teens.
What are the biggest challenges in healthcare for the next few years?
It's actually quite good for a health plan, believe it or not. There's no health plan in America above 40 right now in an aggregate net promoter score. But how could we work to have a seamless care experience where we and other health plans could be a 60 or more in terms of net promoter score?
What are some innovative partnerships that you think are changing the landscape of health care more broadly? They may or may not be in North Carolina. And how are those partnerships helping patients?
in North Carolina are focused on partnering with providers to care for patients, both the total cost of care, quality, and experience. We can have documentation and coding focus on risk adjustment and quality measures and not other aspects, so that the provider can focus on care delivery for the patient. We're doing a lot of partnerships in the data and analytics space, so bringing technologies that have been used in other industries, including artificial intelligence, to bear on the large amount of healthcare data. Across the blue system, We insure 105 million lives. So with the other blue CEOs, we've been having a lot of discussions about how we partner better together on capabilities and other aspects to deliver better care to people.
Partnerships can be difficult. What do you think are some of the key success factors?
I think the keys are trust, clear delineation of roles and responsibilities, a focus on long-term partnerships, and that often means potentially with less partners and vendors and others. There's some things we say we should build ourselves because we think we have that capability and can do it. But there are many things where we say if we can deliver better value to our customers through a partner, then let's proceed through a partnership model.
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