1. Digital health can help drive engagement 2. Access: People love convenience and connectivity. 3. Mobile interfaces: health information and tools when they need it and are most motivated to connect. 4. Digital engagement: delivery of information in a more cost-effective way 5. Data Capture: assessment tools and tracking of participant behavior

1. TURN PATIENTS INTO CHAMPIONS

2. TABLE OF CONTENTS
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03 Turning Patients into Champions
04 Teamwork + Training = Smarter Engagement
05 Smarter Engagement = Big Wins
06 Reaching the Podium is all About Empowerment
07 To Win, Get Smart
08 A Team-Oriented Approach Encourages Motivation to Succeed
09 Use Digital to Score Better Engagement
10 Five Ways Digital Health Can Help Drive Engagement
11 Help Your Champions Reach Their Full Potential

3. Turning PATIENTS into CHAMPIONS
Getting people to commit – and stay committed – to health and wellness activities is a major
challenge. In most cases, people are aware of the benefits of a healthier lifestyle, but they are
discouraged by change or simply don’t know where to start.
This eBook is a compilation of key insights for organizations to create meaningful engagements
with individuals and help them achieve their health and wellness goals. Strategies include
how to make participation convenient and drive improved health outcomes through
condition education.
Sure, I’d like to eat healthier, but
I’m busy. How much time will it
take me to plan a new diet?”
I know smoking is bad for me,
but I’m so stressed right now,
it helps me feel better. Maybe
I’ll make it my New Year’s
resolution.”
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4. Teamwork + Training = SMARTER Engagement
People need guidance they can trust and
follow easily. Health coaching is a proven
way to help individuals better understand
their conditions, overcome barriers to
medication adherence, and reach
personal health goals. Live health
coaches meaningfully engage individuals
by getting to know the person behind the
patient and working with them to improve
their daily health actions.
Here are three avenues that can help
individuals make more informed health
decisions and develop better self-care
behaviors:
1. Clinical Assessments:
Nurses and other healthcare professionals
use clinical skills and knowledge to access the
urgency and severity of symptoms and provide
personalized support when necessary.
2. Resource Effectiveness and Efficiency:
Seamless integration of member community
resources is essential for accurately directing
individuals to the appropriate level of care
or benefit, which improves member
satisfaction.
3. Health Education:
Educating individuals about self-care
and healthier lifestyle choices promotes
sustained behavior change and ongoing
wellness. Individuals seek and appreciate
clear education around condition
management and appropriate use of
healthcare resources available to them.
Satisfying interactions lead to
MEANINGFUL engagement
Creating satisfying coaching
interactions is essential for member
retention and also a crucial measure
of program performance. Here are
examples of member satisfaction rates
achieved by Health Dialog:
97%
of members were confident in their
health coach’s knowledge of the
health situation or condition discussed.
of members found the
educational materials
provided by their health
coach helpful.
of members would
recommend speaking
with a health coach to a
friend or family member.
Knowledge Transfer
Helpful Tools
Trust
97%
91%
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Speak their language. Diverse populations
require multi-lingual health coaches, live
interpretation services, and even expertise
in cultural sensitivities. Understanding social
and cultural factors is critical for effective
healthcare guidance.
TIP

5. SMARTER Engagement = Big Wins
Improving health outcomes translates into medical cost savings. While individuals with cardiovascular disease may have similar
health challenges, no two people are the same. Some members are responsive to one-on-one interactions and lifestyle coaching;
others need help creating a symptom response plan and guidance on the appropriate use of emergency services. One of Health
Dialog’s clients, a large regional health plan with a diverse population, recognized these individual differences, and over a
three-year period, reduced cardiovascular risk, saved money, and generated a significant return on investment.
Can better engagement save your organization money?
Key Results
$60 Million
in total cost savings over
a 3-yer period
71%
of members with pre-intent to
visit the ER or call 911 were
appropriately redirected to a
less emergent level of care
2.5%
of cardiovascular sentinel
events were avoided
(acute myocardial infarctions,
strokes, heart surgery).
600 Days
For those who experienced
a sentinel event, the occurrence
was delayed by 600 days.
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6. Reaching the Podium is all About EMPOWERMENT
People need goals they truly want to achieve. Positive, healthy lifestyle changes can have a significant impact on preventing
or delaying complications associated with chronic disease, not to mention optimizing health and daily living activities. What’s the
biggest roadblock? Change is hard. Behavior change starts with turning the individual’s intrinsic desire to improve overall health
and well-being into action.
Promote and facilitate behavior change by helping patients understand their risk factors, sort through condition complexities,
discover their internal motivation and confidence to take action, and incorporate change as a sustainable lifestyle. Explore
patient values, help prioritize achievable short- and long-term goals, and remove obstacles that may be stalling forward progress.
Goal setting is a key component of motivation and achieving that coveted spot at the top of the podium:
Set Milestones:
Setting milestones lays the ground work for realistic, incremental goal setting. Individuals must see
or feel progress for changes to become long-lasting.
Provide Positive Reinforcement:
Tackling change takes a lot of work. Change involves trial and error, emotional ups and
downs, and frequent starts and stops. A sense of accomplishment goes a long way
and small achievements add up!
Establish New Goals:
Sustained behavior change requires ongoing re-assessment of priorities and goals.
Be mindful that personal circumstances change as life unfolds. Work with individuals
to reset, restart, and refocus along the way, especially when setbacks occur.
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7. To Win, Get SMART!
SMART goals help members take short- and long-term
steps toward their overall health objective.
Instead of setting a goal to “lose weight to lower diabetes risk,” create a SMART goal that lays the specific foundation for how members would
accomplish individual steps toward their ultimate weight-loss goals. SMART goals help individuals choose the right tools for them. They also
help healthcare professionals serve up what is most relevant and most likely to sustain behavior change.
Specific
Simple, clear and concise “Who, What, and How.”
Measurable
Clear success metrics supported by criteria for reaching incremental goals.
Achievable
Ambitious but attainable, and something the individual is willing to do.
Relevant
Apply to the overall goal of improved health, or to a specific treatment goal.
Timely
Grounded within a specific time frame with a clear end date.
This helps sustain motivation and prompts evaluation of goals.
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What’s important to them? People don’t
change just because they are told they
should. Start the process by asking
members to focus on health goals they
are willing to address.
TIP

8. A Team-Oriented Approach Encourages
MOTIVATION to SUCCEED
People love to connect with each other. Creating content and social activities that speak
to your population is one way to boost ongoing engagement with your health and wellness
programs. Peer and social communities can give individuals the opportunity to share and
seek out correct health information they can share with their healthcare provider. Connect
them with experts on popular topics through online activities, including Twitter chats, forums
and live video. Lead moderated discussions with registered nurse health coaches or other
engaging health professionals. These activities allow members to ask questions and develop
deeper connections with your health management offerings. Doing so may involve changing
how confident and empowered your members feel about tackling health goals.
Improve patient
self-efficacy
Reduce the use
of unnecessary
emergency services
Increase patient
knowledge of
chronic conditions
Improve self-reported health
status and self-care skills
including medication adherence
Peer-driven content can help foster a sense of community and develop individual self-efficacy
through demonstration. In fact, peer-led support has been shown to:
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Peer and social communities can give
individuals the opportunity to share
and seek out correct health
information they can share
with their healthcare provider.
TIP

9. Use Digital to Score Better Engagement
People want convenience and instant gratification. It’s all about timing. Stay connected and
in touch with your population through digital health tools. Digital technology presents
a massive opportunity to deliver more value to healthcare consumers. Organizations that
embrace digital health engagement methods for population management can gain more
insight into each individual, identify the types of interventions that generate the best
response rates, and provide them with the right content and services they need to
achieve their specific health goals.
Use disparate data and predictive models
to strengthen member profiles. Sources
such as HRA, medical and pharmacy
claims, lab data, and information captured
by health coaches will help your
organization gain a more comprehensive
view of the member. The result is a more
accurate understanding of the member’s:
Risk score
Preferred contact
information
Clinical conditions
Gaps in care and quality
(including HEDIS gaps)
Engagement/outreach
activity
Pre- and post-intent
for health coaching calls
Fuel action with data
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10. 5 ways digital health can help drive engagement
with your population health efforts:
Access
People love convenience and connectivity. Portals that connect users with health coaches via phone, chat, and secure
messaging give individuals more control and the freedom to engage at their own pace. Mobile interfaces also link users
to health information and tools when they need it and are most motivated to connect.
Program Awareness
While traditional mail pieces can be reliably delivered, they do not necessarily arrive when participants have the time
to read them and are often put aside or even discarded. Digital engagement enables more dynamic, consistent delivery
of information in a more cost-effective way, making it easier to increase awareness of program activities and available
health resources.
Effective Communication
Logging communication preferences is crucial. It is important to ask program participants if emails, texts, etc. are
acceptable and if so, at which frequency, so you consistently communicate using the right channel and at the right
time. Digital outreach can be easily tailored according to each individual’s self-reported delivery preferences, creating
more seamless and consistent interactions. In the end, people buy into personalized offers.
Data Capture
Comprehensive, user-friendly assessment tools and tracking of participant behavior, such as utilization and activity
completion rates, provide deeper insight into an individual’s health needs. This allows for greater personalization
and customization, as well as more informed predictions of health outcomes. Digital tools help accelerate and
prioritize necessary interventions, and can even track interventions to which an individual is most responsive,
making future outreach more effective.
Continuity
Digital engagement can also avoid challenges that arise when addresses and phone numbers inevitably change
or become out of date. Individuals with health portal profiles can modify their contact information and organizations
can ensure the contact information posted for available programs and benefits are as up-to-date as possible.
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11. Help Your Champions Reach Their Full POTENTIAL
Knowing how (and when) to engage individuals to improve their health isn’t easy. Offer health engagement programs and tools
that are not only clinically relevant, but customizable to meet individual preferences to ensure lasting participation. Access to
multiple communication channels, such as chat, mobile text messaging and phone, can make participation in your health
engagement program easy and convenient.
When challenged with managing a diverse and highly dispersed population with a high prevalence of chronic disease, one employer
implemented a health and wellness program focused on addressing lifestyle risk factors. The organization used several types
of digital and traditional communication methods to personalize engagement and create more opportunities to gain better insight
into each individual in the population.
Consistent and coordinated communication through email, live health coach calls, and digital feed messages were used to promote
the program and engage employees in tobacco cessation, weight management, and biometric screening.
97% 35%
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Health outcomes after just 6 months include:
of individuals who spoke with
a health coach lowered
1 or more risk factors
(BP, A1C, Blood Sugar, and Cholesterol)
increase in
program enrollment
12% program
completion rate
27% of program
participants lost weight
(53% lost 3% or more of baseline weight;
33% lost 5% or more of baseline weight)
Weight Management Biometrics

12. Health Dialog’s
MEMBER ENGAGEMENT PROGRAMS:
TRAIN
We design personalized programs that educate and
motivate patients to reach their best.
DRIVE
We guide individuals to set, achieve, and work toward
incremental performance goals.
WIN!
We help clients achieve measurable improvements
in health outcomes and cost savings.
One person at a time.