Kevan Mabbutt's guest appearances

Kevan Mabbutt

Creating a New Healthcare 

Becker’s Healthcare Podcast

Becker’s Healthcare - Clinical Leadership Podcast

KLAS Insights

Harold Paz

Mark Briesacher

Aaron Martin

Chris Palmieri

Michael Saad

Bashir Agboola

Barry Stein

Pat Basu

Julie Spencer

Michellene Davis

Rami Wehbi

Scott Becker

Keith Frey

Robert Pearl

Jay Grider

OwlTail

This episode features Kevan Mabbutt, Senior Vice President &amp; Chief Consumer Officer at Intermountain Healthcare. Here, he discusses the trends he is watching, simplifying healthcare, how to bring value to all patients, and more.

This episode features Kevan Mabbutt, Senior Vice President &amp; Chief Consumer Officer at Intermountain Healthcare. Here, he discusses the trends he is watching, simplifying healthcare, how to bring value to all patients, and more.

Kevan Mabbutt, Senior Vice President & Chief Consumer Officer at Intermountain Healthcare

This episode features Kevan Mabbutt, Senior Vice President &amp; Chief Consumer Officer at Intermountain Healthcare. Here, he discusses the trends he is watching, simplifying healthcare, how to bring value to all patients, and more. 

This episode features Kevan Mabbutt, Senior Vice President &amp; Chief Consumer Officer at Intermountain Healthcare. Here, he discusses the trends he is watching, simplifying healthcare, how to bring value to all patients, and more.

Kevan Mabbutt, Senior VP &amp; Chief Consumer Officer at Intermountain Healthcare, has a background in learning about what consumers want and then translating that knowledge into better experiences. This is in part because, before moving to healthcare, Kevan worked for The Walt Disney Company as the Global Head of Consumer Insight. Listen to learn more about how Intermountain is doing foundational work to better understand the needs of the patient, and making changes by looking at the consumer experience in other industries.

E10 - Kevan Mabbutt, Bringing the Disney Experience to Healthcare

Dear Friends &amp; Colleagues,On Friday March 27th 2020, I launched a limited podcast series addressing how the COVID-19 pandemic is reframing American healthcare.  You can find the introductory episode here.  In this series, I am interviewing future-facing, courageous healthcare leaders and entrepreneurs - asking two questions: (1) How is the COVID-19 pandemic immediately changing the way you are delivering healthcare?   (2) How will COVID-19 reframe American healthcare for years to come? Our focus this week will be on the rapid transition, or perhaps immersion, of healthcare into a consumer-centric era.  There are very few people I can think of who have a better understanding of this topic than our guest this week.  Kevan Mabbutt is the Senior Vice President and Chief Consumer Officer at Intermountain Healthcare. Kevan has over 2 decades of experience in consumerism. Prior to joining Intermountain in 2017, he was at The Walt Disney Company, where he served as the Global Head of Consumer Insight.  At Disney, Kevan was responsible for leading large international ventures such as the establishment of the first Disney theme park in mainland China.  He brings world-class, product and service-leading consumer experience to healthcare.  I’ve had the great fortune of speaking with and interviewing Kevan numerous times over the past couple of years. If you haven’t had a chance to hear those interviews, I would urge you to listen to Episodes #45 and #52 on the ‘Creating a New Healthcare’ podcast.   In this interview, we’ll cover a number of topics including:Why Kevan believes that consumers are now more in the driver’s seat than they were prior to COVID-19.The increased possibility of healthcare systems being disintermediated in the post-COVID era - by lower cost, more convenient competitors and new entrants.The two-fold strategy that Intermountain is taking to accelerate its consumer positioning and combat disintermediation - which includes leveraging its “holistic, end-to-end” integrated ecosystem of care.Some of the key experience attributes Kevan believes that healthcare consumers are seeking - again, catalyzed by the new healthcare experiences we’ve all been exposed to in the COVID-19 pandemic.The three complementary and elegant modules of the ‘Digital Front Door’ that Intermountain is currently deploying - a set of consumer-centric services that well-situate Intermountain now and into the future.Kevan’s passion and expertise in the domain of consumer experience are inspiring and catalyzing.  I have to say that each time I speak with him I am humbled not only by the depth of his knowledge and experience, but also by the core sense of empathy and humanism that drives his work and directs the strategies and tactics that he and his colleagues at Intermountain are deploying. Kevan continuously reminds us of two fundamental consumers - the patients who will have, and deserve to have, increasing consumer choice and power; and the providers and teams whom we must support in their effort to provide the best care possible.  With both sets of customers, Kevan emphasizes the need to reduce friction and create an optimal human-centered experience.  Kevan also emphasizes the need to nurture the trusting relationship between healthcare consumers, providers and integrated systems of care.  I hesitate to impose a brand on anyone, but when I think of Kevan Mabbutt, the qualities that come to mind include: generous, thoughtful, balanced, humble, empathetic, data-informed, outcomes-driven, tech-enabled, and consumer-obsessed.  The one quality that stands out the most for me is Kevan’s deep sense of empathy, and his clear intention and track record of operationalizing humanism into the daily experience for patients and providers.  These are qualities that the COVID-19 pandemic reminds us are important and essential to each and every one of us.  These are, in my opinion, the qualities and branding that should be adopted by our healthcare system at large as we, hopefully, enter a time of COVID-19 recovery.  Until next time, be safe and be well.Zeev Neuwirth, MD

Dear Friends &amp; Colleagues,On Friday March 27th 2020, I launched a limited podcast series addressing how the COVID-19 pandemic is reframing American healthcare.  You can find the introductory episode <a href="https://shoutengine.com/CreatingaNewHealthcare/episode-82-introducing-a-limited-podcast-series-91911" rel="nofollow" target="_blank">here</a>.  In this series, I am interviewing future-facing, courageous healthcare leaders and entrepreneurs - asking two questions: (1) How is the COVID-19 pandemic immediately changing the way you are delivering healthcare?   (2) How will COVID-19 reframe American healthcare for years to come? Our focus this week will be on the rapid transition, or perhaps immersion, of healthcare into a consumer-centric era.  There are very few people I can think of who have a better understanding of this topic than our guest this week.  Kevan Mabbutt is the Senior Vice President and Chief Consumer Officer at Intermountain Healthcare. Kevan has over 2 decades of experience in consumerism. Prior to joining Intermountain in 2017, he was at The Walt Disney Company, where he served as the Global Head of Consumer Insight.  At Disney, Kevan was responsible for leading large international ventures such as the establishment of the first Disney theme park in mainland China.  He brings world-class, product and service-leading consumer experience to healthcare.  I’ve had the great fortune of speaking with and interviewing Kevan numerous times over the past couple of years. If you haven’t had a chance to hear those interviews, I would urge you to listen to Episodes #45 and #52 on the ‘Creating a New Healthcare’ podcast.   In this interview, we’ll cover a number of topics including:<ul><li>Why Kevan believes that consumers are now more in the driver’s seat than they were prior to COVID-19.</li><li>The increased possibility of healthcare systems being disintermediated in the post-COVID era - by lower cost, more convenient competitors and new entrants.</li><li>The two-fold strategy that Intermountain is taking to accelerate its consumer positioning and combat disintermediation - which includes leveraging its “holistic, end-to-end” integrated ecosystem of care.</li><li>Some of the key experience attributes Kevan believes that healthcare consumers are seeking - again, catalyzed by the new healthcare experiences we’ve all been exposed to in the COVID-19 pandemic.</li><li>The three complementary and elegant modules of the ‘Digital Front Door’ that Intermountain is currently deploying - a set of consumer-centric services that well-situate Intermountain now and into the future.</li></ul>Kevan’s passion and expertise in the domain of consumer experience are inspiring and catalyzing.  I have to say that each time I speak with him I am humbled not only by the depth of his knowledge and experience, but also by the core sense of empathy and humanism that drives his work and directs the strategies and tactics that he and his colleagues at Intermountain are deploying. Kevan continuously reminds us of two fundamental consumers - the patients who will have, and deserve to have, increasing consumer choice and power; and the providers and teams whom we must support in their effort to provide the best care possible.  With both sets of customers, Kevan emphasizes the need to reduce friction and create an optimal human-centered experience.  Kevan also emphasizes the need to nurture the trusting relationship between healthcare consumers, providers and integrated systems of care.  I hesitate to impose a brand on anyone, but when I think of Kevan Mabbutt, the qualities that come to mind include: generous, thoughtful, balanced, humble, empathetic, data-informed, outcomes-driven, tech-enabled, and consumer-obsessed.  The one quality that stands out the most for me is Kevan’s deep sense of empathy, and his clear intention and track record of operationalizing humanism into the daily experience for patients and providers.  These are qualities that the COVID-19 pandemic reminds us are important and essential to each and every one of us.  These are, in my opinion, the qualities and branding that should be adopted by our healthcare system at large as we, hopefully, enter a time of COVID-19 recovery.  Until next time, be safe and be well.Zeev Neuwirth, MD

Episode 96: ‘How COVID-19 is Reframing Healthcare in America’ with Kevan Mabbutt, Chief Consumer Officer at Intermountain Healthcare

Dear Listeners,Healthcare consumerism is on everyone’s mind these days. It’s a growing movement being taken up across the industry - from entrepreneurial start-ups, to retail and dig-tech giants, to leading hospital systems and healthcare insurance companies. This is a big shift for an industry that has been woefully behind other sectors in understanding its customers’ needs and expectations. There are numerous challenges to making this shift from patient-centered mindset to a consumer-centric mindset.  Fortunately, there are experts like our guest this week Kevan Mabbutt, who joins us again to assist us in making the transition to a more consumer-oriented era. Kevan Mabbutt is the Senior Vice President and Chief Consumer Officer of Intermountain Healthcare. He was previously at The Walt Disney Company, where he served as the Global Head of Consumer Insight.We were fortunate to have Kevan first  join us back in early Fall 2018, for Episode 45. If you haven’t listened to that episode, I would strongly encourage you to do so. It was the single most downloaded episode of this podcast series, at over 10,000 downloads. During that dialogue, Mr. Mabbutt introduced us to some different ways of understanding the consumerist mindset. And now, 6 months later, we advance the dialogue and delve deeper into how Mr. Mabbutt is bringing his decades of world-class experience to healthcare.  In this episode we’ll discuss:How Mr. Mabbutt and his colleagues are developing the first phases of the ‘InterMountain Health’ experience.Their comprehensive end-to-end digital platform which makes it easier to obtain “access to, navigation through, education around, and payment for” healthcare delivery.How Kevan is reframing patient loyalty in terms of “relevance” and “preference” - a shift that will require not only a different design approach, but also fundamentally different metrics for assessing patient experience.  The approach Mr. Mabbutt took in building Disney theme park experiences, and how he’s applying that to discovering the “friction” or “pain points” in healthcare delivery.A reorienting focus on how healthcare occupies a ‘space’ in patients’ lives, instead of focusing solely on how patients occupy a ‘space’ in the healthcare delivery system.There are numerous pearls of wisdom that Mr. Mabbutt shares with us during the course of this interview. But, the most important message, from my perspective, is that consumerism is a sophisticated way to enhance, advance and elevate humanism in healthcare - to support and sustain those of us who are serving in the system; and to enable greater empathy, dignity and connectivity, as well as a safer, more seamless and effective care environment to those who are being served by the system.Given the current state of healthcare delivery - the frustrations faced by patients, the lack of transparency, the challenges of navigating the system, the plummeting public trust in healthcare, the obstacles providers and staff face daily, as well as the horrendous crisis of provider burnout - who can argue with the consumerist approach that Mr. Mabbutt and his colleagues at Intermountain are taking?  The only question in my mind is why isn’t this consumerist approach being deployed at more healthcare institutions?As always, I hope you get as much out of this interview as I have.Zeev Neuwirth, MD

Dear Listeners,Healthcare consumerism is on everyone’s mind these days. It’s a growing movement being taken up across the industry - from entrepreneurial start-ups, to retail and dig-tech giants, to leading hospital systems and healthcare insurance companies. This is a big shift for an industry that has been woefully behind other sectors in understanding its customers’ needs and expectations. There are numerous challenges to making this shift from patient-centered mindset to a consumer-centric mindset.  Fortunately, there are experts like our guest this week Kevan Mabbutt, who joins us again to assist us in making the transition to a more consumer-oriented era. Kevan Mabbutt is the Senior Vice President and Chief Consumer Officer of Intermountain Healthcare. He was previously at The Walt Disney Company, where he served as the Global Head of Consumer Insight.We were fortunate to have Kevan first  join us back in early Fall 2018, for <a href="http://shoutengine.com/CreatingaNewHealthcare/episode-45-consumerism-in-healthcare-with-kevan-ma-65683" rel="nofollow" target="_blank">Episode 45</a>. If you haven’t listened to that episode, I would strongly encourage you to do so. It was the single most downloaded episode of this podcast series, at over 10,000 downloads. During that dialogue, Mr. Mabbutt introduced us to some different ways of understanding the consumerist mindset. And now, 6 months later, we advance the dialogue and delve deeper into how Mr. Mabbutt is bringing his decades of world-class experience to healthcare.  In this episode we’ll discuss:<ul><li>How Mr. Mabbutt and his colleagues are developing the first phases of the ‘InterMountain Health’ experience.</li></ul><ul><li>Their comprehensive end-to-end digital platform which makes it easier to obtain “access to, navigation through, education around, and payment for” healthcare delivery.</li></ul><ul><li>How Kevan is reframing patient loyalty in terms of “relevance” and “preference” - a shift that will require not only a different design approach, but also fundamentally different metrics for assessing patient experience.  </li></ul><ul><li>The approach Mr. Mabbutt took in building Disney theme park experiences, and how he’s applying that to discovering the “friction” or “pain points” in healthcare delivery.</li></ul><ul><li>A reorienting focus on how healthcare occupies a ‘space’ in patients’ lives, instead of focusing solely on how patients occupy a ‘space’ in the healthcare delivery system.</li></ul>There are numerous pearls of wisdom that Mr. Mabbutt shares with us during the course of this interview. But, the most important message, from my perspective, is that consumerism is a sophisticated way to enhance, advance and elevate humanism in healthcare - to support and sustain those of us who are serving in the system; and to enable greater empathy, dignity and connectivity, as well as a safer, more seamless and effective care environment to those who are being served by the system.Given the current state of healthcare delivery - the frustrations faced by patients, the lack of transparency, the challenges of navigating the system, the plummeting public trust in healthcare, the obstacles providers and staff face daily, as well as the horrendous crisis of provider burnout - who can argue with the consumerist approach that Mr. Mabbutt and his colleagues at Intermountain are taking?  The only question in my mind is why isn’t this consumerist approach being deployed at more healthcare institutions?As always, I hope you get as much out of this interview as I have.Zeev Neuwirth, MD

Episode #57 - Creating a New Healthcare Consumer Experience, Part II with Kevan Mabbutt

Consumerism - the promotion of consumers' perspectives &amp; interests - is one of the hottest &amp; rapidly emerging topics in healthcare today.  Whether you’re a large healthcare delivery network,  hospital system, surgical center, or ambulatory practice - if you’re interested in patient growth and retention, or in optimizing the experience &amp; outcomes of care - you should be very interested in improving your approach to consumerism.   Many factors have contributed to the rapid rise of consumerism in healthcare.  First, patients are being presented with an increasing array of care choices. Second, patients are footing a greater percentage of their healthcare bills.  Third, people are now used to sophisticated, easy, and elegant customer interactions in other aspects of their lives; and are bringing these expectations to bear on their healthcare experience.  And, they’re increasingly voting with their feet and their wallets.The problem is that while there are lots of opinions; there’s not a whole lot of expertise or experience in healthcare consumerism.   Our guest today is the most experienced and accomplished consumer-oriented expert I’ve encountered in healthcare to date.  He's also a delightful, engaging and humble human being.  Kevan Mabbutt joined Intermountain Health last year as their Chief Consumer Officer bringing over 25 years of experience in this field.  Prior to joining Intermountain, Mr Mabbutt served as the Global Head of Consumer Insight at Walt Disney. In this role, he led consumer experience development and transformation for Disney’s theme park, cruise line, resort, retail, and digital assets in the U.S., Europe, and Asia.  He was instrumental in defining and optimizing the guest experience at Disney’s first theme park in mainland China (Shanghai Disney Resort).  He also helped drive the expansion of Disney, Pixar, Marvel, and Star Wars brands globally.In this interview Kevan shares his profound thoughts on the context of consumerism in healthcare.  What you’ll hear includes:How Disney understands consumer-centrism, and how different that perspective is from how we, in healthcare, consider consumerism.Kevan’s own understanding of consumerism as a deeply humanistic and empathetic endeavour.  The need for consumerism to be inclusive of providers as much as patients, and the reason that's critically important.A  fundamental reorientation of “value” as being defined by the consumer’s subjective experience  - whether it be outcomes or affordability, or any other aspect of healthcare.Some of the challenges that Kevan has encountered in introducing a consumerist mindset into healthcare, and his strong caution that we not equate consumerism with digital technology.  This is one of the most exciting and enlightening interviews I’ve had the pleasure of hosting.  If there is a must-do in healthcare, it’s this.  As Kevan puts it - consumerism is not a part of the chain; it impacts the entire chain of healthcare delivery.  It’s about redefining the core strength and critical element of every link of that chain as being implicitly about value, as defined by the consumer.  This will require us to adapt and integrate aspects of consumerism such as human-centered design &amp; personalization, segmentation &amp; customization, transparency, and engagement at a system-wide level - if we aspire to be fully successful in the value-based transformation of healthcare delivery.Get ready to be challenged and inspired by the notions of consumerism that Kevan Mabbutt brings from his unique experiences at Disney and his 25 years as a leading authority and highly accomplished executive in consumer insights.   Zeev Neuwirth, MD

Consumerism - the promotion of consumers' perspectives &amp; interests - is one of the hottest &amp; rapidly emerging topics in healthcare today.  Whether you’re a large healthcare delivery network,  hospital system, surgical center, or ambulatory practice - if you’re interested in patient growth and retention, or in optimizing the experience &amp; outcomes of care - you should be very interested in improving your approach to consumerism.   Many factors have contributed to the rapid rise of consumerism in healthcare.  First, patients are being presented with an increasing array of care choices. Second, patients are footing a greater percentage of their healthcare bills.  Third, people are now used to sophisticated, easy, and elegant customer interactions in other aspects of their lives; and are bringing these expectations to bear on their healthcare experience.  And, they’re increasingly voting with their feet and their wallets.The problem is that while there are lots of opinions; there’s not a whole lot of expertise or experience in healthcare consumerism.   Our guest today is the most experienced and accomplished consumer-oriented expert I’ve encountered in healthcare to date.  He's also a delightful, engaging and humble human being.  Kevan Mabbutt joined Intermountain Health last year as their Chief Consumer Officer bringing over 25 years of experience in this field.  Prior to joining Intermountain, Mr Mabbutt served as the Global Head of Consumer Insight at Walt Disney. In this role, he led consumer experience development and transformation for Disney’s theme park, cruise line, resort, retail, and digital assets in the U.S., Europe, and Asia.  He was instrumental in defining and optimizing the guest experience at Disney’s first theme park in mainland China (Shanghai Disney Resort).  He also helped drive the expansion of Disney, Pixar, Marvel, and Star Wars brands globally.In this interview Kevan shares his profound thoughts on the context of consumerism in healthcare.  What you’ll hear includes:<ul><li>How Disney understands consumer-centrism, and how different that perspective is from how we, in healthcare, consider consumerism.</li></ul><ul><li>Kevan’s own understanding of consumerism as a deeply humanistic and empathetic endeavour.  </li></ul><ul><li>The need for consumerism to be inclusive of providers as much as patients, and the reason that's critically important.</li></ul><ul><li>A  fundamental reorientation of “value” as being defined by the consumer’s subjective experience  - whether it be outcomes or affordability, or any other aspect of healthcare.</li></ul><ul><li>Some of the challenges that Kevan has encountered in introducing a consumerist mindset into healthcare, and his strong caution that we not equate consumerism with digital technology.  </li></ul>This is one of the most exciting and enlightening interviews I’ve had the pleasure of hosting.  If there is a must-do in healthcare, it’s this.  As Kevan puts it - consumerism is not a part of the chain; it impacts the entire chain of healthcare delivery.  It’s about redefining the core strength and critical element of every link of that chain as being implicitly about value, as defined by the consumer.  This will require us to adapt and integrate aspects of consumerism such as human-centered design &amp; personalization, segmentation &amp; customization, transparency, and engagement at a system-wide level - if we aspire to be fully successful in the value-based transformation of healthcare delivery.Get ready to be challenged and inspired by the notions of consumerism that Kevan Mabbutt brings from his unique experiences at Disney and his 25 years as a leading authority and highly accomplished executive in consumer insights.   Zeev Neuwirth, MD