Biography
Biography: Hector F. Bruno
Abstract
Healthcare services in the EU accounts for an average of 10% of GDP among the members' states. There are different methods of payments to providers of services including government and different private payers. All payments are based on the country or market that the Sleep Center serves. Across the EU and the majority of the World, payers require different types of evidence for reimbursement. Not only the payer, but patients also expect to receive a service based on these expectations. As a Sleep Center, we should perform a Gap Analysis which measures the difference between patient and payer’s expectations for the amount of money paid. Expectation will be divided in two categories: Clinical & Technical Services and Patient’s Experience. During this presentation we will focus on the patient as center of the process complemented by the clinical and technical portion of services at the Sleep Center. During the conference the audience will understand the differences between the services and products companies. They will also understand patient’s behavior, journey, expectations, points of differentiation, positioning, 7 P’s of services, social networking strategies, B2B-B2C strategies, tangible/intangible actions, account based targeting, the strategy of being more human and converting patients to sleep ambassadors. As a case study, we will also present the evolution of our Sleep Center in Puerto Rico and the way we integrated the most important part (Clinical) to the patient services using the above tools for business development in and out the island.