Decoding Patient Portal Behaviors for Action
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Do you know the sites your patients are visiting before and after they log-into your portal? Your patient portal has a wealth of information and mining this data will expose insights that will help you shape an effective marketing strategy. This session will explore the types of information available through your portal, how to derive patterns from that data and impactful ways to act upon it.
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Decoding Patient Portal Behaviors for Action
- 1. Decoding Patient Behavior for Action Blair Baker, Vice President of Product Strategy
- 2. Evolution of the patient portal โข MU2 requirements โข Has become the conduit between the patient and the provider โข Relationship building โข Creation of brand for hospitals, health systems and providers โข Patients single-source of healthcare data โข Consumerism pushing for portals to do more and be more
- 6. Challenges and Frustrations for Patients Source: Market Research, Software Advice Challenges Frustrations
- 7. Most Popular Portal Features Source: Market Research, Software Advice โข Kaiserโs registration jumped from 9 to 27% when patients were able to view health records โข 77% patients willing to pay bills online โข 19% patients checking and requesting prescription refills
- 8. Portal Preferences for Female vs. Male Source: Market Research, Software Advice Female Male
- 9. YCU Portal Specific Data
- 10. Global audience More than 10 million lives 343 hospitals/providers Patients utilizing the portal in all 50 states plus Puerto Rico 57% of patients are returning to the portal multiple times
- 11. Who is accessing the site โข Female as the CEO of her familyโs healthcare โข Hers, her children and often her parents โข Men are participating too!!! โข Step parents and grandparents โข Millennial behavior
- 12. Female to Male ratio 67% 33% Portal Users by Gender Female Male
- 13. Usage by age group 8.50% 19.30% 16.90% 17.80% 20% 17.50% 18-24 25-34 35-44 45-54 55-64 65+ Usage Percentage
- 14. Patients by Disease Condition
- 15. Spanish speaking population access 0.04%
- 16. Where our patients are located
- 17. Where our patients are located
- 18. Number of Logins by day
- 19. Number of Logins by day 803 823 911 813 643 310 298 0 100 200 300 400 500 600 700 800 900 1000 Monday Tuesday Wednesday Thursday Friday Saturday Sunday
- 20. Consumer Interests When Not Accessing the Portal 1. Autos and Vehicles 2. Employment 3. Travel/Hotels 4. Real Estate 5. News and Weather 6. Internet and telecom/email 7. Online Communities/Social Networks 8. Arts & Entertainment/Celebrities and Entertainment News
- 21. Most Visited Sections of Patient Portal โข Patient Health Record โ 31% โข Messaging โ 11% โข Representatives โ 4% โข Profile โ 2%
- 22. What are Patients Wanting to Do? โข Empowered to make healthcare decisions โข Become more educated โข Centralize their healthcare into digital filing cabinet โข Manage their family โข View and track their healthcare goals
- 23. Action โข Diversity in content via email newsletter program โข Targeted marketing through digital channels โข Age/disease state specific programs โข Collateral in multiple languages? Improve promotion of portal to non-English speaking patients?