1. Delivery & Experience of Healthcare …
BYOD & D

2. Theme: Hospitality and Digital Innovation
11.00-11.15 hr Hospitality and Experience - Hans ter Brake, Vital Innovators
11.15-11.45 Digital coaching - Saskia Klaasen, HospitalityFactory
11.45-12.15 Serious gaming and Hospitality - Erik Hottentot, KPN
12.15-12.30 Hospitality always develops: digital future -Hans ter Brake
12.30-12.50 Discussion between public and speakers
12.50-13.00 Closing of morning session - Hans ter Brake

3. The role of healthcare in health …

4. Long term “social and cultural” processes …
• Individualisation
• Informalization
• Informatization
• Internationalization
• Intensification
‘Experience ‘ culture:
• Maximizing life opportunities
• Dangerous behavior (sports, drugs)
• The 'designed' man/woman
• Culture of story telling
• Commercialization “be who you want to be”

5. Euro 5
4
3
2
1
Commodity Product Service Experience
Relationship between coffee price and the way of offering ...
Commodity:
Harvesting and trade (futures)
Product:
Packaged on a shelf in
supermarket
Servicet:
Cup of coffee in a restaurant
Experience:
Cup of coffee at Starbucks or
Cafe Florian on Piazza San Marco
Venice

6. Stairs of value delivery …
Market price
Create
Experiences
Deliver
Services
Make
Products
Mining
Commodities
Value
Pricing
undifferentiated
Differentiated
Competitiveness
Needs of
customer
Relevant
Irrelevant

10. Gerard van Grinsven on The Hospital Food Revolution Challenge …

11. low high
Relevance to patient and care providers
Increasing added value ...
Service
Experience
Transformation
Hospitality
Serving Meals
Improve Health:
1.Prevention
2.Change of behaviour
3.QoL / Chronic diseases Patient as Partner:
1. Self service
2. Self management
3. Co-production
Patient is Passive

12. Life changing experience (transformation)
"I learn something about myself and changed"
Personal learning experience
"I experienced and learned ..."
Compelling experience
"I experienced something unforgettable"
Fun experience
“I have fun”
Transformation of my
(grand)son: smoker
or football player …

13. I wish you a nice day!
Ik wens u een fijne dag!
Les deseo un buen día!
Jeg ønsker deg en fin dag!
Jag önskar er en trevlig dag!
Je vous souhaite une bonne journée!
Ba mhaith liom tú an lá go deas!
Jeg ønsker dig en dejlig dag!
Hans ter Brake
0629525292
htbrake@vitalinnovators.nl
http://Hansterbrake.wordpress.com
@hansterbrake

15. What do they think …
• No desks anymore
• Internet based TV
• Curtains an mirrors as display panels
• Voice and gesture control
• We don’t know which devices they will
bring …
• Enable guests to use and integrate data
and devices they bring with them
• Adaptive to their needs …
• It doesn’t exist yet
• Do you see the “patient as a partner”?
• Do you know the e-patient?
Are you inspired?
• Differences for healthcare
organizations …
• Regional responsibility …
• Health Improvement …
• Chronic diseases …
• What to do next Monday?

16. Airport check in:
- Ticket / Seat
- Meals
- Health / Condition
- International medical assistance
Buying food:
- Scanning/Paying
- My allergies / diet
- Chronic diseases
- Quality of life
Ordering meals:
- At home
- Hospital
- Restaurant
- My diet
My own device:
- Contact with my family and friends
- My papers, books, music and films
- I can connect to CliniClowns
Give me my data!
Use and share my data
Let me use my device
BYODD

17. Where are you today and aiming at …
How will your (grand)son experience healthcare?
1. Service:
– Delivering meals
2. Hospitality/Experience:
– Making feel your guest at home
– even if you wish they where
– because they are (or will get there sooner)
3. Transformation/ Experience:
– Improving Health
– Changing behaviour (by learning and playing)
– Supporting quality of live
• Letting them use their device and data
• Integrated with your network and content …
• … giving them their data, so they can reuse …
• … and can participate as a partner …

18. Gracias por su atención!
Thanks for your attention!
Dank voor uw aandacht!
Tak for din opmærksomhed!
Tack för er uppmärksamhet!
Takk for oppmerksomheten!
Go raibh maith agat as do aire!
Merci pour votre attention!
Hans ter Brake
0629525292
htbrake@vitalinnovators.nl
http://Hansterbrake.wordpress.com
@hansterbrake

19. De rijkste belevenissen omvatten aspecten van vier domeinen ...
Onderdompeling
Absorptie
Actieve
deelname
Passieve
deelname
Lachen om situaties
met dieren en zijn vriendjes
Leren omgaan
met dieren
De kinderboerderij ...
Werken zonder toezicht
en beoordeling van zijn vader
Andere wereld
“je gaat door een hek”
Amusement Leren
OntsnappingEsthetiek

20. Functionaliteit
Gezondheidswinst
realiseren
Gezondheids
-winst
Verzekerings
-resultaat
Informatie Leren
Secundaire
preventie
Gedrags-
verandering
Hospitality
Room service wwww Ervaring Loyaliteit
Meals on
wheels
Self service Beleving Ambiance
Maaltijden
kiezen/serveren
Broodbuffet Catering
Gasten-
maaltijd
Commerciële
producten
Kassa Restaurants
Afnemers-
groep
Mobiele
toepassing
Webshop/
Portaal
Voeding
produceren
Diëten Multiklant Ontkoppeld Keuzevrijheid
Management
informatie
Voedings-
waarde
Productie-
keuken
Gekoppeld
Individuele
maaltijd
Kosten-
beheer
Toegevoegde
waarde
Realisatie toegevoegde waarde ...
Overgang naar volgend niveau