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Healthcare Portals: 5 Core Practices to make a Great Digital Experience

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Presenter: Mark Polly, Director, Portals, Content & Social, Perficient …

Presenter: Mark Polly, Director, Portals, Content & Social, Perficient

We discuss five core practices that healthcare organizations must implement correctly in their portals to
achieve an excellent digital experience.

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  • 1. BUS-G09 Healthcare Portals: 5 Core Practices to Make a Great Digital Experience Mark Polly, Director Perficient
  • 2. © 2014 IBM Corporation Please Note IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here. 2
  • 3. 5 Core Items • Security • Find a Provider • Integration • Mobile • Personalization 3
  • 4. 4 Security
  • 5. Security By Security we mean: • The data is secure • The access point is secure • Setup is secure • The system will track anything that happens on the portal 5
  • 6. The Data Is Secure So the key things to do on your healthcare portal to meet this requirement include: • Architect the portal to add multiple layers of firewalls, etc. • Store as little PHI as possible on the portal • Make the back end data available only via a secure api or service call • Setup trusted servers between the portal back end systems • For external calls, setup a secure gateway through a tool like IBM WebSphere Datapower 6 The law demands that any Personal Health Information (PHI) must be encrypted at rest.
  • 7. The Access Point Is Secure You want to grant access to the right person: • Create a secure login / profile • Consider adaptive authentication similar to what banks use – Logging computer – Providing security image – Asking additional questions – Etc. • Secure any login with https. (yes, it’s “no duh!” advice but still important to state) 7 Don’t forget that the easiest hacks may come through social engineering
  • 8. Setup Is Secure Some things to consider • Verify their identity – Key information provided to you by snail mail – Check on government id – Online check of last procedure, unique id’s of that procedure, etc. • Follow the law but don’t go overboard – If someone is in a hospital about to have their hip replaced and is sitting in the bed waiting for the procedure………. They probably are that person and you can issue a username/password 8 Most Hospital or Insurance security teams worry about verifying a users identity. Their nightmare is when a non-authorized user sees someone elses data. (spouses included)
  • 9. The System Will Track All Activities Auditing may not improve security but it does provide clues when things go wrong • You must track any writes • You must track any views of PHI • You must track proxy setup and proxy use • You should track bill payments and other non-PHI activities • You want to track via web analytics a variety of other site uses like find a doctor and appointment scheduling 9 Both Payer and Provider need to track auditable activities like changes to plans, changes to profile, viewing of PHI, etc.
  • 10. 10 Find a Provider
  • 11. • Typically the first impression of your brand • Often the most used feature • Implemented by payers and providers • Common issues we see – Complicated Interaction – Unsatisfying results – Confusing Language Why Find a Provider? 11
  • 12. Real Find a Provider Example – Step 1 12
  • 13. Real Find a Provider Example – Step 2 13
  • 14. Real Find a Provider Example – Step 3 14
  • 15. Real Find a Provider Example – Step 4 15
  • 16. Real Find a Provider Example – Step 5 16
  • 17. Real Find a Provider Example – Step 6 17
  • 18. 18
  • 19. Expectations 19
  • 20. Simple Find a Provider 20 Source: healthgrades.com
  • 21. Simple Find a Provider 21
  • 22. Simple Find a Provider 22
  • 23. Find a Provider – Networks 23
  • 24. Simplify Networks 24
  • 25. Simplify Networks More 25
  • 26. Confusing Language - Specialties 26
  • 27. Simplify Specialties 27
  • 28. 28 Integration
  • 29. Integration: The Hospital Version • Electronic Medical Record Systems • Invoice System • Find a Doctor • Schedule Appointment • Pre-registration • Classes and Events • Customer Service systems • Web Content between patient and consumer sites 29 Hospitals are rushing into the sharing of data but that demands new infrastructure that may not exist.
  • 30. Integration: The Payer Version • Claims – Members – Providers • Payments • ACO reporting • Member management systems • Authorizations • Etc. 30 Payers have more extensive infrastructure but many still need a better integration layer and a common set of integration services All too often, integration means digging out of a hole
  • 31. Integration: What To Do • Healthcare Portals must have a service layer …… or two to do their jobs right • Portals don’t want to store data, they want to make real time calls • Use or implement a common ESB • Use or implement a security gateway • Web Services and RESTful services are most common • Consider direct api calls if latency is a concern 31
  • 32. 32 Mobile
  • 33. Digital Media 33
  • 34. Mobile Web Sites - What do you do? • Payers – Mobile Web Site is a must • Providers – Mobile Web Site is a must 34 If you don’t have a mobile web site, you are already behind.
  • 35. What about a Mobile App • Do you need a Mobile App available through the App Stores (Apple, Google, etc)? • Will a Mobile Web Site suffice? 35
  • 36. Mobile Usage Growth 36
  • 37. Mobile Apps 37
  • 38. Health and Living - Mobile App Ranking1 38 1 100 myCigna MyHumana Kaiser Permanente Aetna Mobile 46 57 67 84 1 Ranking provided by App Annie 1/4/14 (www.appannie.com) United HC 68
  • 39. Medical - Mobile App Ranking1 39 1 100 1 Ranking provided by App Annie (www.appannie.com) Epic MyChart 4 Anthem BCBS 68
  • 40. Medical - Mobile App Ranking 40 101 200 Mayo Clinic 106
  • 41. Medical - Mobile App Ranking 41 201 300 Novant Health 269
  • 42. Medical - Mobile App Ranking 42 301 400 Cleveland Clinic Today 369
  • 43. Medical - Mobile App Ranking 43 701 800 Spectrum Health 730
  • 44. Medical - Mobile App Ranking 44 801 900 Florida Hospital ER Wait 818
  • 45. Mobile App - What do you do? • Payer – You probably need a mobile app – Take advantage of location services for Rx, Find a Provider • Provider – Major health system – leverage the large number of potential users to provide a mobile app – Others consider specialized mobile app targeted to specific tasks • Request appointment, refills, etc • Location based facility mapping • Specific diseases 45
  • 46. Cleveland Clinic 46
  • 47. Mayo Clinic 47
  • 48. Abriiz 48
  • 49. 49 Personalization
  • 50. Is this personalized? 50
  • 51. How about this? 51
  • 52. Personalized? 52
  • 53. Personalization • “Personalization technology enables the dynamic insertion, customization or suggestion of content in any format that is relevant to the individual user, based on the user’s implicit behaviour and preferences, and explicitly given details.” From Wikipedia – Dynamic insertion of customized and / or suggested content – Relevant to the individual user – Based on implicit and explicit behavior, preferences and attributes 53
  • 54. Now this is personalized 54 You have regular prescription refills every month. Take advantage of our mail order prescription service and you may have no copay on some prescriptions. Learn More
  • 55. Personalized = Yes 55 Get reimbursed faster by using direct deposit. Sign up now, its free!
  • 56. Personalized? You Bet 56 Seems that you haven’t used your FSA Debit card in a while. Do you need a replacement card? Click here for assistance.
  • 57. Personalized! 57 You can get a better price on this prescription at CVS. Learn More…
  • 58. • Access Connect Online to complete your session surveys using any: – Web or mobile browser – Connect Online kiosk onsite • Contact us – Mark Polly – mark.polly@perficient.com or @markapolly 58
  • 59. About Perficient 59 • Founded 1997 • 2600 + employees • 2013 Revenue ~$375M • Public, NASDAQ: PRFT • Local Business Units in over 20 major US Cities • Solution Integration Award 2012 • 3x Lotus Distinguished Partner • **WINNER of Best Digital Experience @ Connect 2014 • Best Portal Solution Award 2010 • Smarter Decision Award • Industry Focused & Authorized: • Healthcare, Retail & Financial Services
  • 60. © 2014 IBM Corporation For Additional Information  IBM Digital Experience Solutions http://www-01.ibm.com/software/collaboration/digitalexperience  WebSphere Portal and IBM Web Content Manager Information Center Wiki http://www-10.lotus.com/ldd/portalwiki.nsf/  IBM Digital Experience Demonstrations: http://www.youtube.com/user/IBMXWebX  IBM Collaboration Services Business Solutions Catalog https://greenhouse.lotus.com/catalog/ 60