1<br />
What You’ll Learn<br />2<br /><ul><li>Wellness Portal 101
Personalization
How to engage customers
How to keep customers
Build brand</li></li></ul><li>What You Won’t Learn<br />3<br /><ul><li>HIPAA Compliance
Electronic Medical Record
Patient Portals
Partner Portals
Payer Portals
Claims Portals</li></li></ul><li>Wellness Portals<br />4<br />Definition:<br />“A Wellness Portal is an online application...
Wellness Portals<br />5<br />What’s in a portal:<br /><ul><li>Weight Management
Calorie Counter
Nutrition
Physical Activity
Smoking Cessation
Stress Management
Condition Specific Solutions</li></li></ul><li>Purpose<br />6<br />The problem:<br /><ul><li>26% of American adults are co...
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</li></li></ul><li>Purpose<br />7<br />Prevention<br />
Wellness Portals<br />8<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
Associations and Large Groups
Health Plans
Hospitals
Corporations
Product & Service Providers </li></li></ul><li>Wellness Portals<br />9<br />Who Sponsors Wellness Portals:<br /><ul><li>Co...
Associations and Large Groups
Health Plans
Hospitals
Corporations
Product & Service Providers </li></li></ul><li>Wellness Portals<br />10<br />Who Sponsors Wellness Portals:<br /><ul><li>C...
Associations and Large Groups
Health Plans
Hospitals
Corporations
Product & Service Providers </li></li></ul><li>Wellness Portals<br />11<br />Who Sponsors Wellness Portals:<br /><ul><li>C...
Associations and Large Groups
Health Plans
Hospitals
Corporations
Product & Service Providers </li></li></ul><li>Wellness Portals<br />12<br />Who Sponsors Wellness Portals:<br /><ul><li>C...
Associations and Large Groups
Health Plans
Hospitals
Corporations
Product & Service Providers </li></li></ul><li>Wellness Portals<br />13<br />Who Sponsors Wellness Portals:<br /><ul><li>C...
Associations and Large Groups
Health Plans
Hospitals
Corporations
Product & Service Providers </li></li></ul><li>Wellness Portals<br />14<br />Who Sponsors Wellness Portals:<br /><ul><li>C...
Associations and Large Groups
Health Plans
Hospitals
Corporations
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Talk to me like you know me: How personalized web portals bring value to the healthcare industry

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NESHCo - New England Society For Healthcare Communications

Talk to me like you know me: How personalized web portals bring value to the healthcare industry.

Chuck Murphy, Boston Interactive


Representatives from Boston Interactive will discuss the value of a “wellness portal” for healthcare providers and their customers. "Wellness portals” motivate consumers to be proactive about their health and enhance the relationships between consumers and healthcare providers. Attendees will learn how extreme personalization through a “health assessment” is one effective approach to capturing consumer attention and delivering value to the user as well as the healthcare provider.




What You’ll Learn:
1. Engage customers through extreme, dynamic personalization using web technologies

2. Promote wellness and ultimately cost containment for healthcare companies

3. Use unconventional means to enhance your brand equity and connect with your audience




Chuck is the Founder and CEO of Boston Interactive. He founded the company in 1999 and grew it from a home-based business to an operation reaching clients from around the world. Chuck frequently speaks on interactive marketing best practices for non profit and healthcare organizations.

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  • Google HealthMicrosoft Healthvault
  • Obesity , may 20091/3 weight related
  • “Conventional wisdom” healthy people use less healthcare. Less healthcare less bills, less bills less payouts.Better quality of lifeSick lessShift from treatment to prevention
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • 50% of companies with over 50 employees have some type of wellness program…Body for life, Weight Watchers, Jenny Craig)
  • Du Pont resulted in $1.42 savings for every $1 investedProvidence Health Care had a 28% reductionBerk-Tec reduced HC cost by 18% in one yearCitibank ROI $4.73 per $1 spent
  • “Conventional wisdom” healthy people use less healthcare. Less healthcare less bills, less bills less payouts.Better quality of lifeSick less
  • “Conventional wisdom” healthy people use less healthcare. Less healthcare less bills, less bills less payouts.Better quality of lifeSick less
  • “Conventional wisdom” healthy people use less healthcare. Less healthcare less bills, less bills less payouts.Better quality of lifeSick less
  • “Conventional wisdom” healthy people use less healthcare. Less healthcare less bills, less bills less payouts.Better quality of lifeSick less
  • Biggest LoserNike virtual teams
  • User centric designDr. calls me Chuck not CharlesYou must be Chuck – opposed to Can I help youNorm on Cheers “everybody knows your name”Print - Time Magazine &amp; College Catalogs
  • Why some fail – Collapse under their own weight
  • Why some fail – Collapse under their own weight
  • Why some fail – Collapse under their own weight
  • Create, Engage, KeepDon’t set and forget
  • Talk to me like you know me: How personalized web portals bring value to the healthcare industry

    1. 1. 1<br />
    2. 2. What You’ll Learn<br />2<br /><ul><li>Wellness Portal 101
    3. 3. Personalization
    4. 4. How to engage customers
    5. 5. How to keep customers
    6. 6. Build brand</li></li></ul><li>What You Won’t Learn<br />3<br /><ul><li>HIPAA Compliance
    7. 7. Electronic Medical Record
    8. 8. Patient Portals
    9. 9. Partner Portals
    10. 10. Payer Portals
    11. 11. Claims Portals</li></li></ul><li>Wellness Portals<br />4<br />Definition:<br />“A Wellness Portal is an online application that promotes a healthy lifestyle.”<br />
    12. 12. Wellness Portals<br />5<br />What’s in a portal:<br /><ul><li>Weight Management
    13. 13. Calorie Counter
    14. 14. Nutrition
    15. 15. Physical Activity
    16. 16. Smoking Cessation
    17. 17. Stress Management
    18. 18. Condition Specific Solutions</li></li></ul><li>Purpose<br />6<br />The problem:<br /><ul><li>26% of American adults are considered obese
    19. 19. Obesity increases risk of diabetes, high cholesterol, high B.P.
    20. 20. Health Care Costs
    21. 21. Employees paying 65% more
    22. 22. Employers paying 78% more
    23. 23. Increasing 10% year
    24. 24. Employee absenteeism 3-7 days higher in overweight employees</li></li></ul><li>Purpose<br />7<br />Prevention<br />
    25. 25. Wellness Portals<br />8<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    26. 26. Associations and Large Groups
    27. 27. Health Plans
    28. 28. Hospitals
    29. 29. Corporations
    30. 30. Product & Service Providers </li></li></ul><li>Wellness Portals<br />9<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    31. 31. Associations and Large Groups
    32. 32. Health Plans
    33. 33. Hospitals
    34. 34. Corporations
    35. 35. Product & Service Providers </li></li></ul><li>Wellness Portals<br />10<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    36. 36. Associations and Large Groups
    37. 37. Health Plans
    38. 38. Hospitals
    39. 39. Corporations
    40. 40. Product & Service Providers </li></li></ul><li>Wellness Portals<br />11<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    41. 41. Associations and Large Groups
    42. 42. Health Plans
    43. 43. Hospitals
    44. 44. Corporations
    45. 45. Product & Service Providers </li></li></ul><li>Wellness Portals<br />12<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    46. 46. Associations and Large Groups
    47. 47. Health Plans
    48. 48. Hospitals
    49. 49. Corporations
    50. 50. Product & Service Providers </li></li></ul><li>Wellness Portals<br />13<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    51. 51. Associations and Large Groups
    52. 52. Health Plans
    53. 53. Hospitals
    54. 54. Corporations
    55. 55. Product & Service Providers </li></li></ul><li>Wellness Portals<br />14<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    56. 56. Associations and Large Groups
    57. 57. Health Plans
    58. 58. Hospitals
    59. 59. Corporations
    60. 60. Product & Service Providers </li></li></ul><li>Wellness Portals<br />15<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    61. 61. Associations and Large Groups
    62. 62. Health Plans
    63. 63. Hospitals
    64. 64. Corporations
    65. 65. Product & Service Providers </li></li></ul><li>Wellness Portals<br />16<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    66. 66. Associations and Large Groups
    67. 67. Health Plans
    68. 68. Hospitals
    69. 69. Corporations
    70. 70. Product & Service Providers </li></li></ul><li>Wellness Portals<br />17<br />Who Sponsors Wellness Portals:<br /><ul><li>College and Universities
    71. 71. Associations and Large Groups
    72. 72. Health Plans
    73. 73. Hospitals
    74. 74. Corporations
    75. 75. Product & Service Providers </li></li></ul><li>Purpose<br />18<br />Some Good News:<br /><ul><li>Going up:
    76. 76. Morale up 64%
    77. 77. Job Satisfaction up 70%
    78. 78. Productivity up 66%
    79. 79. Energy level up 83%
    80. 80. Going down:
    81. 81. Claim costs down 28%
    82. 82. Physician visits down 17%
    83. 83. Hospital visits down 63%
    84. 84. Disability costs down 34%</li></li></ul><li>How to do it<br />19<br />
    85. 85. How to do it<br />20<br />
    86. 86. How to do it<br />21<br />
    87. 87. How to do it<br />22<br />
    88. 88. How to do it<br />23<br />Plan:<br /><ul><li>Initiate Event
    89. 89. Engage
    90. 90. Set Objectives
    91. 91. Assess</li></li></ul><li>How to do it<br />24<br />Coach:<br /><ul><li>Give direction
    92. 92. Personalize it
    93. 93. Self care tools
    94. 94. Modify behavior</li></li></ul><li>How to do it<br />25<br />Reward:<br /><ul><li>Acknowledge accomplishments
    95. 95. Rewards results
    96. 96. Motivate
    97. 97. Report</li></li></ul><li>Personalization<br />26<br />Talk to me like you know me<br /><ul><li>Identification
    98. 98. Control
    99. 99. Relevant content
    100. 100. Its about me not you</li></li></ul><li>Personalization<br />27<br />Personalization<br /><ul><li>Cat People
    101. 101. Dog People</li></li></ul><li>Personalization<br />28<br />Personalization<br /><ul><li>Cat People
    102. 102. Dog People</li></li></ul><li>Personalization<br />29<br />Personalization<br /><ul><li>Cat People
    103. 103. Dog People</li></li></ul><li>Personalization<br />30<br />
    104. 104. Personalization<br />31<br />
    105. 105. How to keep them<br />The Persistent “WOW”<br />32<br />
    106. 106. How to keep them<br />The Persistent “WOW”<br />“Repeatedly creating notable experiences”<br />33<br />
    107. 107. How to keep them<br />The Persistent “WOW”<br />“Repeatedly creating notable experiences”<br />Loyalty:<br />Evolves naturally from the notable experiences you have with a company over time<br />34<br />
    108. 108. The Persistent “WOW”<br />35<br />
    109. 109. The Persistent “WOW”<br />36<br />
    110. 110. The Persistent “WOW”<br />37<br />
    111. 111. The Persistent “WOW”<br />38<br />
    112. 112. The Persistent “WOW”<br />39<br />
    113. 113. The Persistent “WOW”<br />40<br />
    114. 114. The Persistent “WOW”<br />41<br />
    115. 115. The Persistent “WOW”<br />42<br />
    116. 116. Case Study<br />43<br />Connect<br /><ul><li>Wellness portal
    117. 117. Specific issue
    118. 118. Social Network
    119. 119. Self guided
    120. 120. Use of video</li></li></ul><li>Case Study<br />44<br />Connect<br /><ul><li>Wellness portal
    121. 121. Specific issue
    122. 122. Social Network
    123. 123. Self guided
    124. 124. Use of video</li></li></ul><li>Case Study<br />45<br />Connect<br /><ul><li>Wellness portal
    125. 125. Specific issue
    126. 126. Social Network
    127. 127. Self guided
    128. 128. Use of video</li></li></ul><li>Case Study<br />46<br />Connect<br /><ul><li>Wellness portal
    129. 129. Specific issue
    130. 130. Social Network
    131. 131. Self guided
    132. 132. Use of video</li></li></ul><li>Case Study<br />47<br />Connect<br /><ul><li>Wellness portal
    133. 133. Specific issue
    134. 134. Social Network
    135. 135. Self guided
    136. 136. Use of video</li></li></ul><li>Case Study<br />48<br />Connect<br /><ul><li>Wellness portal
    137. 137. Specific issue
    138. 138. Social Network
    139. 139. Self guided
    140. 140. Use of video</li></li></ul><li>Case Study<br />49<br />My Health Guardian<br /><ul><li>Wellness portals
    141. 141. Insurance sponsored
    142. 142. International
    143. 143. Early adoption
    144. 144. Roll- out of clones</li></li></ul><li>Case Study<br />50<br />My Health Guardian<br /><ul><li>Wellness portals
    145. 145. Insurance sponsored
    146. 146. International
    147. 147. Early adoption
    148. 148. Roll- out of clones</li></li></ul><li>Case Study<br />51<br />My Health Guardian<br /><ul><li>Wellness portals
    149. 149. Insurance sponsored
    150. 150. International
    151. 151. Early adoption
    152. 152. Roll- out of clones</li></li></ul><li>Case Study<br />52<br />My Health Guardian<br /><ul><li>Wellness portals
    153. 153. Insurance sponsored
    154. 154. International
    155. 155. Early adoption
    156. 156. Roll- out of clones</li></li></ul><li>Case Study<br />53<br />My Health Guardian<br /><ul><li>Wellness portals
    157. 157. Insurance sponsored
    158. 158. International
    159. 159. Early adoption
    160. 160. Roll- out of clones</li></li></ul><li>Case Study<br />54<br />My Health Guardian<br /><ul><li>Wellness portals
    161. 161. Insurance sponsored
    162. 162. International
    163. 163. Early adoption
    164. 164. Roll- out of clones</li></li></ul><li>Case Study<br />55<br />My Health Guardian<br /><ul><li>Wellness portals
    165. 165. Insurance sponsored
    166. 166. International
    167. 167. Early adoption
    168. 168. Roll- out of clones</li></li></ul><li>Case Study<br />56<br />My Health Guardian<br /><ul><li>Wellness portals
    169. 169. Insurance sponsored
    170. 170. International
    171. 171. Early adoption
    172. 172. Roll- out of clones</li></li></ul><li>Case Study<br />57<br />My Health Guardian<br /><ul><li>Wellness portals
    173. 173. Insurance sponsored
    174. 174. International
    175. 175. Early adoption
    176. 176. Roll- out of clones</li></li></ul><li>Case Study<br />58<br />My Health Guardian<br /><ul><li>Wellness portals
    177. 177. Insurance sponsored
    178. 178. International
    179. 179. Early adoption
    180. 180. Roll- out of clones</li></li></ul><li>Conclusion<br />59<br /><ul><li>Wellness Portal
    181. 181. Plan, Coach, Reward
    182. 182. Concepts
    183. 183. Personalization
    184. 184. Persistent “WOW”</li></ul>Chuck Murphy<br />cmurphy@bostoninteractive.com<br />
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