Pega Healthcare Report

© 2018 Pegasystems Inc. CONFIDENTIAL
Pega Healthcare Report
February 2019

Methodology
The research was conducted by Censuswide on
behalf of Pegasystems. Data was collected online
between 12.21.2018 - 01.18.2019 among the total
sample of 214 decision makers of engagement
programs in large companies across Healthcare
payers, Healthcare providers and Life sciences/
pharma:
Healthcare Payers n=128
Healthcare Provider/Health System n=53
Pharmaceutical Company n=33
Note: The research conducted adheres to the MRS
Codes of Conduct and ICC/ESOMAR World Research
Guidelines. Censuswide is registered with the
Information Commissioner's Office and is fully
compliant with GDPR (2018).
Pega Healthcare Report © 2019 Pegasystems. Used with permission from Pegasystems.

64%
26%
7%
1% 2%
65%
23%
9%
2% 2%
64%
32%
4%
0% 0%
61%
30%
3%
0%
6%
Strongly agree Agree Neither agree nor disagree Disagree N/A
All Respondents Healthcare Payer Healthcare Provider/Health System Pharmaceutical Company
My organization enables our patients/members to have easy access to healthy food in the communities we serve
96% of healthcare providers agree or strongly agree with this, whereas only 88% of healthcare payers do.
Q1. To what extent do you agree or disagree with the following statements?
Question One

64%
26%
7%
1%
0%
2%
Strongly agree Agree
My organization enables our
patients/members to have easy
access to healthy food in the
communities we serve
90% of respondents agree with this,
with almost two thirds (64%) saying they
‘strongly’ agree with this.
Question One

61%
33%
2% 3% 1%
56%
38%
2% 3% 2%
62%
34%
2% 2% 0%
82%
15%
0%
3%
0%
Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
My organization is easily accessible via multiple communication channels (i.e. chat, phone, text) to serve our patients/members
Almost all (97%) pharmaceutical companies agree or strongly agree with this, whereas only 93% of healthcare payers do.
Question One

61%
33%
2%
3%
1%
0%
My organization is easily accessible
via multiple communication channels
(i.e. chat, phone, text) to serve our
patients/members
Question One

54%
38%
6%
1% 1% 1%
55%
36%
6%
2% 1% 1%
51%
43%
4%
2%
0% 0%
55%
39%
6%
0% 0% 0%
Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree N/A
Our patients/members have a consistent experience regardless of which channel they initially contact us through
94% of pharmaceutical companies and 94% of healthcare providers agree or strongly agree with this, whereas only 91% of healthcare payers
do.
Question One

54%38%
6%
1% 1% 1%
Our patients/members have a
consistent experience regardless of
which channel they initially contact
us through
with more than half (54%) saying they
Question One

63%
31%
3% 2% 1% 1%
63%
31%
2% 2% 1% 0%
68%
25%
4%
0%
2% 2%
52%
39%
3% 3%
0%
3%
My organization designs wellness programs (step counting, gym memberships, etc.) based on the needs of our patients/members
94% of healthcare payers agree or strongly agree with this, whereas only 91% of pharmaceutical companies do.
Question One

63%
31%
3%
2% 1% 1%
My organization designs wellness
programs (step counting, gym
memberships, etc.) based on the
needs of our patients/members
Question One

57%
35%
5%
1% 1% 1%
59%
31%
7%
2% 1% 1%
62%
34%
2%
0%
2%
0%
42%
52%
0%
3%
0%
3%
My organization offers personalized wellness programs for individuals (unique program for each member)
96% of healthcare providers agree or strongly agree with this, whereas only 90% of healthcare payers do.
Question One

57%
35%
5%
1% 1% 1%
My organization offers personalized
wellness programs for individuals
(unique program for each member)
with almost 3 in 5 (57%) saying they
Question One

35%
21%
7%
11%
25%
2%
37%
23%
9%
13%
17%
1%
36%
11%
2%
11%
38%
2%
27% 27%
6%
0%
33%
6%
My organization sends inconsistent information to our members/patients (wellness program information that is not personalized or
that might provide conflicting guidance for multiple chronic conditions)
60% of healthcare payers agree or ‘strongly’ agree with this, whereas only 47% of healthcare providers do.
Question One

35%
21%
7%
11%
25%
2%
My organization sends inconsistent
information to our members/patients
(wellness program information that is
not personalized or that might
provide conflicting guidance for
multiple chronic conditions)
Almost 3 in 5 (56%) respondents agree
with this, with more than a third (35%)
saying they ‘strongly’ agree with this.
Question One

67%
29%
1% 1% 1% 1%
70%
25%
2% 2% 1% 1%
66%
32%
0% 0%
2%
0%
55%
36%
3%
0% 0%
6%
My organization enables building a strong care team (clinical professionals and family) for our members/patients to help them make
better choices about their health
Healthcare payers are most likely to ‘strongly’ agree with this (70%) and pharmaceutical companies are least likely to (55%).
Question Two

67%
29%
1% 1% 1% 1%
My organization enables building a
strong care team (clinical
professionals and family) for our
members/patients to help them make
better choices about their health
with more than two thirds (67%) saying
they ‘strongly’ agree with this.
Question Two

52%
37%
5%
2% 2% 1%
52%
41%
4%
2% 2% 1%
55%
32%
6%
4% 4%
0%
52%
30%
9%
3%
0%
6%
My organization provides financial incentives and rewards to encourage our members/patients to make healthy choices
92% of healthcare payers strongly agree or agree with this, whereas 82% of pharmaceutical companies do.
Question Two

52%
37%
5%
2%
2%
1%
My organization provides financial
incentives and rewards to encourage
our members/patients to make
healthy choices
Question Two

54%
35%
7%
1% 1% 1%
53%
37%
6%
2% 2% 1%
57%
34%
8%
0%
2%
0%
55%
27%
9%
3%
0%
6%
My organization enables appropriate access of our members/patients pertinent medical history to their healthcare team
Healthcare providers are most likely to agree or strongly agree with this statement (91%) and pharmaceutical companies are least likely to
(82%).
Question Two

54%35%
7%
1% 1% 1%
My organization enables appropriate
access of our members/patients
pertinent medical history to their
healthcare team
Question Two

58%
35%
5%
1% 1% 1%
62%
31%
6%
1% 1% 1%
57%
36%
8%
0% 0% 0%
46%
49%
0% 0%
3% 3%
My organization works with all segments of the healthcare ecosystem (Payers, Providers, Online Pharmacy companies (PBM), and
Pharmaceutical companies) to provide a seamless experience to our members/patients
62% of healthcare payers ‘strongly’ agree with this, whereas only 46% of pharmaceutical companies do.
Question Two

58%
35%
5%
1% 1% 1%
My organization works with all
segments of the healthcare
ecosystem (Payers, Providers, Online
Pharmacy companies (PBM), and
Pharmaceutical companies) to
provide a seamless experience to our
members/patients
Question Two

58%
34%
5%
1% 1% 2%
59%
33%
6%
1% 1% 1%
55%
40%
2% 2%
0%
2%
64%
27%
3%
0% 0%
6%
My organization provides a member/patient portal that helps them access information they need to realize and understand their
benefits
64% of pharmaceutical companies ‘strongly’ agree with this, whereas only 55% of healthcare providers do.
Question Two

58%
34%
5%
1% 1% 2%
My organization provides a
member/patient portal that helps
them access information they need to
realize and understand their benefits
Question Two

56%
34%
7%
2%
1% 1%
53%
37%
6%
4%
0% 0%
64%
23%
9%
0%
2% 2%
52%
39%
3%
0% 0%
6%
My organization has a centralized way to prioritize wellness programs, outreach, benefits information, etc., that are sent to
members/patients
64% of healthcare providers ‘strongly’ agree or agree with this, whereas only 52% of pharmaceutical companies do.
Question Two

56%
34%
7%
2% 1% 1%
My organization has a centralized
way to prioritize wellness programs,
outreach, benefits information, etc.,
that are sent to members/patients
Question Two

Question Three A
Q3a. What channels do you use to connect with the following? (Select all that
apply)
83%
64% 63% 64%
58% 59%58%
54%
51% 50%
52%
47%
70%
65%
71%
57% 58% 57%
63%
52%
56%
58%
53%
51%
24%
31% 32% 30%
38%
31%
41%
28% 26% 25% 23%
27%
38%
27% 27%
23% 24% 24%
39%
34%
25%
32%
23%
21%
49%
29%
26%
30% 29%
27%
Patients/Members Doctor's offices Hospitals Health Insurance Payers Pharmaceutical/Drug
companies
Pharmacy Benefit
Manager/Prescription Mail
Order pharmacies
Email Mail Phone Web/online portal Fax Text Messaging app (Facebook, WhatsApp, etc.) Chat Mobile App

Patients/Members
The top three ways that
respondents like to
interact with their
patients/members are;
email (83%), phone
(70%) and web/online
portal (63%).
83%
58%
70%
63%
24%
41%
38%
39%
49%
1% 2% 1%
Email
Mail
Phone
Web/online portal
Fax
Text
Messaging app (Facebook,
WhatsApp, etc.)
Chat
Mobile App
Question Three A
apply)

Doctor’s Offices
respondents like to
interact with doctor’s
offices are; phone
(65%), email (64%)
and mail (54%).
64%
54%
65%
52%
31%
28%
27%
34%
29%
5% 3% 1%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three A
apply)

Hospitals
respondents like to
interact with hospitals
are; phone (71%),
email (63%) and
web/online portal
(56%).
63%
51%
71%
56%
32%
26%
27%
25%
26%
2% 4% 1%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three A
apply)

Health Insurance
Payers
respondents like to
interact with health
insurance payers are;
email (64%),
web/online portal
(58%) and phone
(57%).
64%
50%
57%
58%
30%
25%
23%
32%
30%
5% 4% 2%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three A
apply)

Pharmaceutical/Drug
companies
respondents like to
interact with
pharmaceutical/drug
companies are; email
(58%) / phone (58%),
web/online portal
(53%) and mail (52%).
58%
52%
58%
53%
38%
23%
24%
23%
29%
3% 5% 1%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three A
apply)

Pharmacy Benefit
Manager/Prescription
Mail Order
pharmacies
respondents like to
interact with pharmacy
benefit
manager/prescription
mail order pharmacies
are; email (59%),
phone (57%), and
web/online portal
(51%).
59%
47%
57%
51%
31%
27%
24%
21%
27%
5% 6% 3%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three A
apply)

Question Three B
Q3b. What channels do you use MOST to connect with the following?
28%
19%
18%
21%
23%
24%
10%
12%
5%
9% 9%
7%
24%
28%
30%
22%
18% 18%19%
25%
29%
27% 26%
25%
1% 2%
3% 3%
7%
5%
3% 3%
2%
3%
4%
6%
4%
2% 2%
3%
2% 2%
1%
2%
4%
1% 2%
1%
6%
3%
2%
4%
3%
6%
Patients/Members Doctor's offices Hospitals Health Insurance Payers Pharmaceutical/Drug
companies
Pharmacy Benefit
Order pharmacies
Email Mail Phone Web/online portal Fax Text Messaging app (Facebook, WhatsApp, etc.) Chat Mobile App

Patients/Members
Respondents use email
most to connect with
patients/members
(28%).
28%
10%
24%
19%
1%
3%
4%
1% 6%
1%
3%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three B

Doctor’s Offices
Respondents use the
phone most to connect
with doctor’s offices
(28%).
19%
12%
28%
24%
2%
3%
2%
2%
3%
4%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three B

Hospitals
Respondents use the
phone most to connect
with hospitals (30%).
17%
5%
30%
29%
3%
2%
2%
4%
2%
1%
4%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three B

Health Insurance
Payers
Respondents use the
web/online portal the
health insurance
payers (26%).
Question Three B
21%
9%
23%
26%
3%
3%
3%
1%
4%
2%
3%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App

Pharmaceutical/drug
companies
Respondents use the
web/online portal the
pharmaceutical/drug
companies
(26%).
23%
9%
18%
26%
7%
4%
2%
2%
3%
5%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three B

Pharmacy Benefit
Manager/Prescription
Mail Order
pharmacies
Respondents use the
web/online portal and
email the most to
connect with pharmacy
benefit
manager/prescription
mail order pharmacies
(each 24%).
24%
7%
18%
24%
5%
6%
2%
1%
6%
1%
6%
Email
Mail
Phone
Web/online portal
Fax
Text
WhatsApp, etc.)
Chat
Mobile App
Question Three B

86%
13%
1% 1%
84%
15%
1% 1%
87%
11%
2% 0%
91%
9%
0% 0%
Yes, we are investigating new
technologies now
Yes, we plan to within the next year No, we don't plan to Unsure
Pharmaceutical companies are most likely to be investigating in new technologies now (91%), whereas healthcare payers are least likely to be
doing so currently (84%), but they are most likely to say they plan to do so in the next year (15%).
Question Four
Q4. Are you planning to explore new technologies to better engage your
members/patients?

86% of respondents
are investigating new
technologies now, 13%
plan to within the next
year and only 1% don’t
plan to.
Question Four
Q4. Are you planning to explore new technologies to better engage your
members/patients?
86%
13%
1% 1%
Yes, we are investigating new
technologies now
Yes, we plan to within the next year
No, we don't plan to

48%
27%
15%
5% 4%
2%
52%
19%
16%
6% 6%
2%
42%
36%
17%
2% 2% 2%
42%
46%
3%
6%
0%
3%
Our members/patients share information on their health on social media
Pharmaceutical companies are most likely to agree with this (overall 88% agree with this), and healthcare payers are least likely to agree (70%).
Q5.To what extent do you agree or disagree with the following statements?
Question Five

48%
27%
15%
5%
4%
2%
Our members/patients share
information on their health on social
media
Three quarters (75%) of respondents
agree with this, and almost half (48%)
’strongly’ agree with this.
Question Five

53%
35%
6%
4%
1% 1%
48%
40%
5% 6%
2% 0%
62%
26%
8%
2%
0%
2%
58%
30%
9%
0% 0%
3%
Our members/patients use our mobile application to manage their health.
Healthcare providers are most likely to ‘strongly’ agree with this (62%), and healthcare payers are least likely to agree (48%).
Question Five

53%
35%
6%
4%
1% 1%
Our members/patients use our
mobile application to manage their
health
Almost 9 in 10 (88%) respondents agree
with this, and 53% say they ‘strongly’
agree with this.
Question Five

46%
39%
9%
2% 2% 2%
44%
42%
6%
4%
2% 2%
51%
38%
8%
0%
2% 2%
49%
27%
21%
0% 0%
3%
We enable members/patients to share real-time health data via connected devices or mobile health apps
Healthcare providers are most likely to agree with this (with 89% saying they agree overall) compared to just 76% of pharmaceutical companies.
Question Five

46%
39%
9%
2% 2% 2%
We enable members/patients to share
real-time health data via connected
devices or mobile health apps
85% of respondents agree with this, and
almost half (46%) ‘strongly’ agree.
Question Five

46%
39%
10%
2% 2% 1%
48%
40%
8%
2% 2%
0%
51%
36%
8%
2% 2% 2%
33%
39%
24%
0% 0%
3%
Our members/patients use the free nurse-based care services we provide to help them with their medical condition
Healthcare payers are most likely to agree with this (with 88% saying they agree overall) compared to just 73% of pharmaceutical companies.
Question Five

46%
39%
10%
2% 2% 1%
Our members/patients use the free
nurse-based care services we
provide to help them with their
medical condition
almost half (46%) ‘strongly’ agree.
Question Five

50%
34%
11%
3% 2% 1%
48%
36%
12%
3%
2%
0%
53%
30%
9%
4%
2% 2%
52%
33%
9%
0%
3% 3%
Our organization offers the latest digital technology to give members/patients more options to engage with your organization.
Healthcare providers are most likely to ‘strongly’ agree with this (53%) compared to just 48% of healthcare payers.
Question Five

50%
34%
11%
3%
2% 1%
Our organization offers the latest
digital technology to give
members/patients more options to
engage with your organization
half (50%) ‘strongly’ agree.
Question Five

33%
22%
13%
8%
23%
1%
35%
27%
14%
6%
18%
0%
21%
23%
4%
15%
38%
0%
42%
6%
21%
6%
21%
3%
Our members/patients are likely to leave our organization due to poor communication or engagement.
Healthcare payers are most likely to agree with this (with 62% agreeing overall), whereas only 43% of healthcare providers agree.
Question Five

33%
22%
13%
8%
23%
1%
Our members/patients are likely to
leave our organization due to poor
communication or engagement
More than half (55%) of respondents
agree with this, and a third (33%)
‘strongly’ agree.
Question Five

45%
37%
11%
6%
1% 1%
43% 42%
9%
6%
0% 0%
55%
25%
13%
6%
2%
0%
39%
36%
12%
6%
3% 3%
Our members/patients receive the same experience regardless of the communication channel (phone, web, chat).
Healthcare payers are most likely to agree with this (with 85% agreeing overall), whereas only 76% of pharmaceutical companies agree.
Question Five

45%
37%
11%
6%
1% 1%
Our members/patients receive the
same experience regardless of the
communication channel (phone, web,
chat)
More than 4 in 5 (82%) respondents
agree with this, and almost half (45%)
‘strongly’ agree.
Question Five

51%
38%
7%
2% 1% 1%
46% 45%
5% 3%
1% 1%
59%
30%
11%
0% 0% 0%
61%
27%
6%
0%
3% 3%
We offer enough channels (email, phone, chat, etc.) for our members/patients to communicate with us?
Pharmaceutical companies are most likely to ‘strongly’ agree with this (61%), whereas only 46% of healthcare payers ‘strongly’ agree.
Question Five

51%
38%
7%
2% 1% 1%
We offer enough channels (email,
phone, chat, etc.) for our
members/patients to communicate
with us?
9 in 10 (90%) respondents agree with
this, and more than half (51%) ‘strongly’
agree.
Question Five

59%
31%
8%
1% 1% 1%
56%
35%
6%
2% 1% 0%
66%
26%
8%
0% 0% 0%
58%
24%
12%
0%
3% 3%
Our organization makes it convenient for members/patients to engage with us?
Healthcare providers are most likely to ‘strongly’ agree with this (66%) and healthcare payers are least likely to (56%).
Question Five

59%
31%
8%
1% 1% 1%
Our organization makes it convenient
for members/patients to engage with
us?
9 in 10 (90%) respondents agree with
this, almost 3 in 5 (59%) ‘strongly’
agree.
Question Five

Pharmaceutical companies are least likely to be currently offering the ability to schedule virtual
appointments (67%) but they are most likely to be currently building this capability (30%).
77%
16%
5% 2%
79%
13%
7%
2%
79%
17%
2% 2%
67%
30%
0%
3%
Yes, we can schedule virtual
appointments
No, but we are currently
building that capability
No, but we are considering
offering it
No, we do not have it in our
plans
Question Six
Q6. Does your organization offer ‘virtual appointments’ via webcam/Skype/Facetime
for appointments that might not require an in-person visit?

More than three
quarters (77%) of
respondents say
their organisation
offers virtual
appointments. A
further 16% don’t
currently offer this,
but are building
this capability, 5%
are considering
offering it and only
2% do not have it
in their plans at all.
Question Six
Q6. Does your organization offer ‘virtual appointments’ via webcam/Skype/Facetime
for appointments that might not require an in-person visit?
77%
16%
5%
2%
Yes, we can schedule virtual
appointments
No, but we are currently
building that capability
No, but we are considering
offering it
No, we do not have it in our
plans

Question Seven
Q7. What level of trust/confidence do you believe your members/patients have in
the following?
83%
13%
2% 1% 1%
80%
15%
3% 2% 1%
87%
13%
0% 0% 0%
88%
6%
3% 0% 3%
Highly Trusted Somewhat Trusted Neutral Very Little Trust N/A
Current doctor
Pharmaceutical companies are most likely to believe their members/patients ‘highly’ trust their current doctor (88%) and healthcare payers are
least likely to believe this (80%).

Current Doctor
96% of respondents believe
their members/patients
‘somewhat’ or ‘highly’ trust
their current doctor.
83%
13%
2% 1%0%
1%
Highly Trusted
Somewhat
Trusted
Neutral
Very Little Trust
No Trust at all
Question Seven
the following?

Question Seven
the following?
59%
32%
6%
2%
1% 1%
59%
30%
7%
3%
1% 0%
57%
38%
4%
0% 0%
2%
61%
30%
3% 3%
0%
3%
Highly Trusted Somewhat Trusted Neutral Very Little Trust No Trust at all N/A
Health insurance company
Pharmaceutical companies are most likely to believe their members/patients ‘highly’ trust their health insurance company (61%) and healthcare
providers are least likely to believe this (57%).

Health Insurance
Company
their health insurance
company.
59%
32%
6%
2% 1% 1%
Highly Trusted
Somewhat
Trusted
Neutral
Very Little Trust
No Trust at all
Question Seven
the following?

Question Seven
the following?
55%
36%
6%
3%
1%
52%
37%
7%
5%
0%
64%
34%
2% 0% 0%
52%
36%
6%
3% 3%
Highly Trusted Somewhat Trusted Neutral Very Little Trust N/A
Pharmaceutical/drug company
Healthcare providers are most likely to believe their members/patients ‘highly’ trust pharmaceutical/drug companies (64%) and healthcare payers
are least likely to believe this (52%).

Pharmaceutical/drug
company
pharmaceutical/drug
companies. 55%36%
6%
3%
0% 1%
Highly Trusted
Somewhat
Trusted
Neutral
Very Little Trust
No Trust at all
Question Seven
the following?

Question Seven
the following?
60%
29%
7%
1% 1% 1%
60%
30%
7%
1% 2% 1%
62%
28%
8%
0% 0% 2%
58%
30%
6%
3%
0%
3%
Highly Trusted Somewhat Trusted Neutral Very Little Trust No Trust at all N/A
Pharmacy Benefit Manager/Prescription Mail Order pharmacy
Healthcare providers are most likely to believe their members/patients ‘highly’ trust pharmaceutical/drug companies (64%) and healthcare payers
are least likely to believe this (52%).

Pharmacy Benefit
Order pharmacy
pharmacy benefit
manager/prescription mail
order pharmacy.
60%
29%
7%
1% 1% 1%
Highly Trusted
Somewhat
Trusted
Neutral
Very Little
Trust
No Trust at all
Question Seven
the following?

“We believe we are succeeding in our engagement programs with our members/patients”.
Pharmaceutical companies are most likely to ‘strongly’ agree with this (73%) and healthcare payers are least likely to (65%).
67%
29%
3% 1%
65%
31%
4%
1%
70%
30%
0% 0%
73%
24%
3%
0%
Strongly agree Agree Neither agree nor disagree Disagree
Question Eight
Q8. How strongly do you agree or disagree with the following statement?

“We believe we are
succeeding in our
engagement programs
with our
members/patients”
97% of respondents agree
with this, and 67%
’strongly’ agree with this.
Question Eight
Q8. How strongly do you agree or disagree with the following statement?
67%
29%
3%
1%
Strongly agree
Agree
Neither agree nor
disagree

Healthcare payers are most likely to believe that their members/patients are ‘highly’ engaged with them
(73%), and healthcare providers/health systems are least likely to (66%).
Question Nine
71%
23%
5%
1% 1%
73%
22%
4%
0% 1%
66%
26%
8%
0% 0%
67%
24%
6%
3%
0%
Highly engaged Somewhat engaged Neutral Somewhat unengaged Extremely unengaged
Q9. How engaged or unengaged do you think your members/patients are with you?

94% of respondents
believe their
members/patients are
engaged with them, and
more than 7 in 10 (71%)
think they are ‘highly’
engaged.
Question Nine
Q9. How engaged or unengaged do you think your members/patients are with you?
71%
23%
5%
1% 1%
Highly
engaged
Somewhat
engaged
Neutral
Somewhat
unengaged

Pharmaceutical companies are most likely to consider their engagement programs ‘highly’ effective (73%),
and healthcare payers are least likely to (66%).
Question Ten
Q10. How effective or ineffective do you believe your engagement programs are?
69%
25%
6%
1% 1%
66%
27%
6%
1% 0%
72%
23%
6%
0% 0%
73%
21%
3%
0%
3%
Highly effective Somewhat effective Neither effective or
ineffective
Somewhat ineffective Highly ineffective

94% of respondents
believe their engagement
programs are effective,
with almost 7 in 10 (69%)
believing that they are
‘highly’ effective.
Question Ten
Q10. How effective or ineffective do you believe your engagement programs are?
69%
25%
6%
1% 1%
Highly
effective
Somewhat
effective
Neither
effective or
ineffective

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