Knowing Our Market San Francisco

1. Knowing Our Market San Francisco

2. Customer Groups(By customers, we are referring to individuals whom your network will serve – e.g., older adults, persons with developmental disabilities, caregivers.) Possible customer groups our network can serve • Older adults • People with disabilities across the lifespan • Caregivers of all ages • Medicaid across the lifespan

3. Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g., older adults, persons with developmental disabilities, caregivers.) Defining characteristics of our potential customers – special health conditions (e.g., diabetes, multiple chronic conditions), social conditions (e.g., need for transportation, adult day health, etc.) • Case managers primarily serve low-income (MediCal+) • MSSP, IHHS, CBAS – multiple chronic conditions, mental/behavioral health • CCTP – multiple chronic conditions, many behavioral health issues • Increase in chronic homeless with serious medical conditions

4. Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g., older adults, persons with developmental disabilities, caregivers.) Customers’ primary needs that we can meet • Evidence-based interventions • Case management • Meals • Community Services (Senior Centers) • Medication management (for case managers)

5. Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g., older adults, persons with developmental disabilities, caregivers.) Measurable high value outcome(s) we produce for customers • Reduced or delayed institutionalization • Reduced emergency room and hospitalization stays • Reduction in evictions • People with chronic conditions get healthier (better blood pressure, blood sugar, mobility) • Alzheimer’s: fewer ER visits (50%), more referrals for diagnosis • Higher self-reported QOL in SNF, better understanding of options to live in community • Better understanding of benefits available (insurance, nutrition, recreation)

6. Customer Groups(By customers, we are referring individuals whom your network you will serve – e.g., older adults, persons with developmental disabilities, caregivers.) Our next step(s) to further develop the customer profile and test need • List here

7. Contracting Organization (CO) We Will Pursue First/Next(e.g., health plan, ACO, health system, etc.) Name/Type of CO Their mission and major interest/need Assistive technology In-home supports – especially w/r/t consumer control No idea what goes on in the home – eyes and ears of the primary care team Can include prevention of abuse and financial exploitation • San Francisco Health Plan, Kaiser, private hospitals group Key CO person for contracting • List here

8. Contracting Organization (CO) We Will Pursue First/Next(e.g., health plan, ACO, health system, etc.) Our next step(s) to further engage the CO • At the very beginning • Form an entity

9. Policy or regulatory conditions to address? Are there any policy or regulatory conditions that your network will need to meet or change in order to secure a contract? If so, what are they? • Need to form an entity • Move beyond loosely affiliated group • Find someone to do the legwork • Find funding • Leadership • Outside expertise • Better data

10. Champions Who can endorse our network and open doors for us? • List name, organization, and who in your network will make contact

11. Competition and Forces We Need to Address Our primary competitors are: • List here

12. Competition and Forces We Need to Address Major sources of inertia we must overcome: • List here

13. Competition and Forces We Need to Address Competitors’ Advantage Our advantage List here • List here

14. Insights Our biggest insight(s) from this session on Knowing Our Market is/are… • What’s the pain • What’s going on in the home • Grid – High market, high potential

15. Action Steps The action step(s) we will take in the next month to engage our market are: • Bring group back together to debrief and determine first steps • Leadership, strategy • Identify highest need/highest-value services to market

16. Parking Lot (Issues for later, additional questions for speakers) • Assistive technology assistance/referrals/loans • Receive referrals from Kaiser, but no funding