talk to me like you know me: how personalized web portals bring value to the healthcare industry

What You’ll Learn

2

Wellness Portal 101

Personalization

How to engage customers

How to keep customers

Build brand

What You Won’t Learn

3

HIPAA Compliance

Electronic Medical Record

Patient Portals

Partner Portals

Payer Portals

Claims Portals

Wellness Portals

4

Definition:

“A Wellness Portal is an online

application that promotes a

healthy lifestyle.”

Wellness Portals

5

What’s in a portal:

• Weight Management

• Calorie Counter

• Nutrition

• Physical Activity

• Smoking Cessation

• Stress Management

• Condition Specific Solutions

Purpose

6

The problem:

• 26% of American adults are

considered obese

• Obesity increases risk of diabetes,

high cholesterol, high B.P.

• Health Care Costs

• Employees paying 65% more

• Employers paying 78% more

• Increasing 10% year

• Employee absenteeism 3-7 days

higher in overweight employees

Purpose

7

Prevention

Wellness Portals

8

Who Sponsors Wellness Portals:

• College and Universities

• Associations and Large Groups

• Health Plans

• Hospitals

• Corporations

• Product & Service Providers

Wellness Portals

9




• Health Plans

• Hospitals

• Corporations


Wellness Portals

10




• Health Plans

• Hospitals

• Corporations


Wellness Portals

11




• Health Plans

• Hospitals

• Corporations


Wellness Portals

12




• Health Plans

• Hospitals

• Corporations


Wellness Portals

13




• Health Plans

• Hospitals

• Corporations


Wellness Portals

14




• Health Plans

• Hospitals

• Corporations


Wellness Portals

15




• Health Plans

• Hospitals

• Corporations


Wellness Portals

16




• Health Plans

• Hospitals

• Corporations


Wellness Portals

17




• Health Plans

• Hospitals

• Corporations


Purpose

18

Some Good News:

• Going up:

• Morale up 64%

• Job Satisfaction up 70%

• Productivity up 66%

• Energy level up 83%

• Going down:

• Claim costs down 28%

• Physician visits down 17%

• Hospital visits down 63%

• Disability costs down 34%

How to do it

19

How to do it

20

How to do it

21

How to do it

22

How to do it

23

Plan:

• Initiate Event

• Engage

• Set Objectives

• Assess

How to do it

24

Coach:

• Give direction

• Personalize it

• Self care tools

• Modify behavior

How to do it

25

Reward:

• Acknowledge accomplishments

• Rewards results

• Motivate

• Report

Personalization

26

Talk to me like you know me

Identification

Control

Relevant content

Its about me not you

Personalization

27

Personalization

Cat People

Dog People

Personalization

28

Personalization

Cat People

Dog People

Personalization

29

Personalization

Cat People

Dog People

Personalization

30

Personalization

31

How to keep them

32

The Persistent “WOW”

How to keep them

“Repeatedly creating notable experiences”

33


How to keep them

“Repeatedly creating notable experiences”

Loyalty:

Evolves naturally from the notable experiences

you have with a company over time

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Case Study

43

Connect

Wellness portal

Specific issue

Social Network

Self guided

Use of video

Case Study

44

Connect

Wellness portal

Specific issue

Social Network

Self guided

Use of video

Case Study

45

Connect

Wellness portal

Specific issue

Social Network

Self guided

Use of video

Case Study

46

Connect

Wellness portal

Specific issue

Social Network

Self guided

Use of video

Case Study

47

Connect

Wellness portal

Specific issue

Social Network

Self guided

Use of video

Case Study

48

Connect

Wellness portal

Specific issue

Social Network

Self guided

Use of video

Case Study

49

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

50

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

51

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

52

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

53

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

54

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

55

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

56

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

57

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Case Study

58

My Health Guardian

Wellness portals

Insurance sponsored

International

Early adoption

Roll- out of clones

Conclusion

59

Wellness Portal

Plan, Coach, Reward

Concepts

Personalization

Persistent “WOW”

Chuck Murphy

[email protected]

talk to me like you know me: how personalized web portals bring value to the healthcare industry

Health & Medicine