Team Name - Medical Gatekeeper
Interviewee - Sanjay Sanlunkhe, Cisco Systems, Inc. Date of Interview - 09/27/2016 Interviewer - Abhijeeth Linganagari Why/how we interviewed this person? ? Sanjay has lived in Canada and US over the past 2 decades. He had met with an accident in 2008 and had multiple surgeries and followups done over the last few years. He is an ideal candidate of someone who has interactions with insurance and has experience of interacting with them. (In Person Interview) What hypothesis did we test? Will users be fine with sharing general medical information (regular physical exam results) with their insurance providers, if there are incentives ? We really wanted to learn about this: We wanted to understand if having an incentive (coupons or points issued by insurance provider) will enable users to share some general information, that can be used for reducing costs at insurance providers, or will they remain skeptical. We learned from this interview: Sanjay wasn’t happy about sharing information with insurance providers, even if it may not have any adverse affect on their coverage and premiums. He felt providing more information to insurance providers will eventually lead to that information being used to discriminate against the user. As with other interviewees, even sanjay was happy about having a consolidated view of the medical records & forms over time. We were surprised by: It was interesting to know about his hard experience on dealing with insurance providers when making claims. A surprising tidbit that we uncovered was how long and cumbersome process he had to undergo while trying to get a $1M life insurance due to not having consolidated access to medical records. “I had to spend more than 6 months trying to consolidate all my past medical records pertaining to specific tests/lab work done at the time of my accident.”
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Team Name: Medgate
Date of Interview: October 1, 2016 Conducted By: Christine Interviewee: Nanase, Veterinarian Why/how we interviewed this person: I wanted to get an alternative perspective to the medical industry whether it be on record keeping or insurance What hypothesis did we test? The medical record keeping systems and insurance policies for pets is similar to that for humans We really wanted to learn about this: How does pet insurance work? We learned from the interview: Pet insurance works differently. It's primarily transacted between the pet owner and the insurance company and the doctors stay out of the process other than providing information on the procedures and services performed. Therefore, there are no copays. The pet owner pays for the entire bill up front and is later reimbursed the appropriate amount by the insurance company. I also learned from the medical record keeping side, that records are sparse. Information is typically not shared easily between offices. Like human doctors, they may fax or print copies if records need to be transferred. We were surprised by: Veterinarians often times have to provide more details than human doctors. Most of this is driven by the fact that pet owners need to know all the options before deciding on a treatment for their pet. And, this is driven by the fact that a lot of costs are made out of pocket for the pet owner. Some pet owners treat their pets like a member of their family and will provide them with the best option while others won't be willing to spend the money on their pets. From strictly the insurance perspective, pet insurance providers will look at the pet's prior health records when providing a quote. They may also choose to not cover certain conditions (i.e. diabetes) or illnesses due to an existing record of these issues. Other interesting outcomes; what did you learn about interviewing It did seem that there could be more to explore over the model of pet insurance. How effective is pet insurance now and what is the business model for insurance providers? |
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