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

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 & 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 Presentation Transcript

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