Insurance Innovation Award - Optum
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Optum My Wellbeing is a holistic wellbeing platform designed to engage employees through a mobile app and portal. It provides an integrated suite of wellness programs including EAP, wellness coaching, challenges, and biometric screenings. The platform takes a comprehensive and connected approach to empower employees in improving their physical and mental health at each stage of their personal wellbeing journey. It drives mutual benefits for both employees and employers by inspiring engagement, behavior change, and reductions in health risks and increases in productivity. Optum leverages experts and clinicians to develop the tailored and proven platform, which supports over 150 countries and has over a decade of experience in global delivery.
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Insurance Innovation Award - Optum
- 1. 1 Optum My Wellbeing Corporate health solutions
- 2. 2 Introducing The Optum My Wellbeing Platform Designed to engage Employer resources: • Marketing support, launch campaigns • Corporate reports with valuable insights about population risk and programme outcomes Proven Mobile First Informative Interactive Challenging Social
- 3. 3 True wellbeing requires a holistic approach Mobile Digital Telephonic
- 4. 4 Empowering employees throughout their journey Overwhelming debt Marriage problems High blood pressure identified Ready to quit smoking Trouble Sleeping Stress caring for an ageing parent Substance abuse Stress and anxiety Depression Childcare needs
- 5. 5 A complete wellbeing solution Engagement focused: A unique solution that engages global employees in their health and wellbeing. Connected: A comprehensive set of programmes that interconnect to deliver a seamless experience. Easy to use: An integrated turnkey solution that reduces administrative complexity while delivering a fun, simple-to-use, engaging experience for members. My wellbeing app and portal platform Biometric screenings and on-site events Employee assistance programme Wellness coaching/ digital health coaching Digital health source Individual and group challenges
- 6. 6 Optum Wellbeing platform In-person Telephonic Digital End user experience INTEGRATED PROGRAMME CHOICES EAP WELLNESS COACHING EMPLOYER NEEDS Common data Right programmes Measure and track Third Party Providers
- 7. 7 Health Score • Virtual coaching • Encouragement • Personalised support Engages and empowers for sustained behaviour change HEALTH SCORE 550 600 Health Score is a real-time indication of your current level of health and wellbeing. Set personal goals and start improving your health. Seeing how your daily lifestyle impacts your Health Score provides a sense of empowerment, enabling long-term behaviour change. 80% INCREASE IN “HEALTHY YEARS GAINED”1 300 MILLION PERSON YEARS OF OBSERVATION Know your health Improve your health Own your health 1. Source: AKD research of active users, 2011–2014. 500
- 8. 8 An integrated approach drives mutual benefits + EMPLOYEES EMPLOYERS HEALTH: • Inspire engagement in mind, body and lifestyle • Behaviour change that drives lasting resiliency UTILISATION: • Reduce employee health risk • Improve employee productivity • Increase engagement • Increase employee satisfaction in overall activity level for participants who have engaged with My Wellbeing1INCREASE 10% participants who complete a challenge and want to join another team or individual challenge1INTEREST 90% Real-time feedback personalised to each individual’s proven results 1. Research conducted by AKD Research + Consulting Group GmbH on the active users of a dacadoo population of 67,000 users
- 9. 9 SaaS security & infrastructure Redundant firewall protection Data segregated from internet access Level IV data center with multiple layers of physical security 24/7/365 monitoring Restricted access to APIs
- 10. 10 A proven solution languages supported12 countries with EAP capabilities150 countries with wellness capabilities70 global operational hubs10 years’ experience in global delivery30 strong provider network11k Developed by experts We leverage a broad array of industry-leading experts and clinicians to develop solutions that are: • Grounded • Refined • Continually enhanced Tailored to client need Opportunity to customise with logos and colours for a truly unique solution
- 11. 11 Only Optum has the reach to offer it Claims data on 180 million lives and clinical data on 96 MILLION LIVES More than 115 MILLION INDIVIDUALS SERVED Including 4 OUT OF 5 Fortune 500 companies collaborating worldwide More than 133,000 PEOPLE Optum® serves approximately 300 HEALTH PLANS Optum was named one of the “WORLD’S MOST ADMIRED COMPANIES” in Insurance and Managed Care by Fortune in 2011–2016
- 12. Thank you 12
Editor's Notes
- Today we are excited to introduce you to the Optum My Wellbeing Platform. My Wellbeing provides an essential base that connects several corporate health programs including biometrics, coaching, and EAP. My Wellbeing truly engages employees in 12 different languages and helps them to better understand their health. It puts data into action and delivers an experience that feels like it was designed specifically for each individual. We will cover each individual element of My Wellbeing as we go through the presentation but I would like to introduce you to some key concepts up front that we will cover. My Wellbeing is mobile first with an app for IOS and Android that allows individuals to connect their personal and wellness trackers so that their health stats can be uploaded and tracked. It’s informative - it provides a real time Health Score, a single metric that changes as new data is collected and as users provide feedback to fun and engaging questions about their health. It’s interactive thanks to an innovative Digital Coach that delivers personalised lifestyle feedback by sending relevant messages, reminders, tips and personalised lifestyle advice in the form of notifications, questions and periodic statistics. It’s engaging thanks to challenges that employers can offer or individuals can set up themselves to create friendly competition where everyone wins by participating in physical activity that helps to improve health. It’s social – users are able to view relevant health information in a news stream displaying all completed fitness activities and attained achievements by the user and by his/her friends, with social notifications and comments between the user and his/her friends. And as we will discuss throughout the introduction to My Wellbeing, it is proven to deliver meaningful results that make a significant impact on the health and wellbeing of our users. In summary My Wellbeing becomes the one source that we have all been looking for to track our health data and provide real time coaching and encouragement. It allows us to connect with coworkers and friends to share challenges, reach health and wellbeing milestones, and celebrate success. My Wellbeing also offers support for employers in the form of launch campaigns, ongoing marketing support and corporate reportings that provides valuable insights into population risks and programme outcomes. My Wellbeing also integrates with employee assistance and wellness services from Optum so changes in health will prompt employees to speak to a coach or counselor for support. We are excited to share more so let’s continue to drill down deeper into how My Wellbeing works.
- The one common need from all employers is that they are looking for a wellness program that they know is going to work. One that people will like – right from the start. One that encourages engagement by blending seamlessly into individuals active lives as opposed to creating new complexities for us to manage. At Optum, we’ve worked hard to deliver that program. We believe that making it easy for individuals to engage with My Wellbeing is critical to our success, so we set out to design a program that addresses the three core elements necessary for success; Mind, Body, and Lifestyle: Mind captures How You Feel Body captures Who You Are And Lifestyle captures How You Live - all three critical elements that when combined are able to provide powerful insights into the overall health and wellbeing of individuals.
- At Optum, we have a mission that drives and inspires us every day – to help make the health system work better for health systems around the world by developing industry leading solutions. We recognize that this mission starts with a single goal – to inspire individuals, one at a time, to be curious and want to know more about their health. To motivate individuals to take action based on knowledge. And to engage each individual in an understanding of the steps that they can take to improve their overall health, wellbeing and resiliency. According to the World Health Organization, a full 75% of chronic illnesses including cardiovascular diseases, cancers, and chronic respiratory diseases are caused by people’s lifestyle choices. Those poor choices include tobacco use, physical inactivity, unhealthy diets and harmful use of alcohol. We believe that by combing the power of data and analytics with technology and expertise to power innovation that we can make a meaningful difference in the way that we encourage individuals to engage in their personal health and wellbeing. Doing so enables us to make a make a meaningful difference toward controlling runaway costs. We also believe that making the health system work better for everyone begins with understand each individual user as a whole person – not just a number. A person that is dealing with all of the issues that everyday life throws at us. My Wellbeing is designed to understand these unique issues, and lead with engagement that results in improved health outcomes, better health care experiences, and reduced costs for everyone.
- Making it easy for individuals to engage with My Wellbeing is critical to our success, so we set out to design a program that is centered on engagement, that is easy to use, and that connects and blends seamlessly all of the elements that add up to a healthy lifestyle. My Wellbeing combines clinical programs and engagement expertise with mobile technologies, social networking and gamification. The app design is contemporary and intuitive with easy to use menus and screens that have been optimized to deliver the right health information, statistics, insights, advice, and feedback at the right time. Individuals are able to connect their health wearable or health monitoring devices so that tracking activity is seamless. We worked hard to make My Wellbeing engaging so we added a Digital Coach that makes the program feel personalized, responsive, and fun to use. As the wellness journey progresses, My Wellbeing collates data from a number different sources. From health wearables, self-reported emotional health status and biometric data. This allows users to monitor their overall health in an easy to understand format and provides real time insights via the Health Score and Digital Coach feedback that make it easy for users to understand their health, and take steps including connecting to the right wellbeing programmes to improve it. With this in mind, My Wellbeing is designed to integrate seamlessly with additional Wellbeing programmes that an employer has purchased from Optum. Because we track, compile and analyze multiple data sources, we can identify opportunities to guide users to specific programs or support resources. As users answer the digital coaches questions, My Wellbeing is built to recognize patterns in responses and if appropriate serve up recommendations for an individual to connect over the phone with an Optum Wellness Coach or connect with our Optum EAP program.
- I have mentioned the Digital Coach a few times. Because this concept is so important and central to our overall end user experience in driving engagement and in connecting individuals to other programmes I would like to spend a few minutes telling you more about it. The Digital Coach delivers personalized lifestyle advice – alerts, tips, information and reminders. The coach also prompts the user to answer fun and engaging questions in a style that is very similar to other applications like What’s App, about their health and wellbeing. When the coach sends a new question or comment the user is in control and can choose to answer or skip the question. In fact, users will actually experience not one but three unique Digital Coaches: The activity coach will engage after a workout is recorded and new targeted goals will be presented – starting with simple, easy to accomplish goals, and working up to progressively harder goals to challenge individuals based on data that the app collects. The nutrition coach encourages you to eat and drink healthier. This helps with nutrition choices that you make on a daily basis to ensure that what you eat is contributing to your overall wellbeing goals. Finally your general wellness coach helps to set additional goals that support an individuals overall objectives. All of this is delivered on the mobile app via push notifications that are brief, relevant, and engaging. The coach will ask questions that help change the Health Score, help guide and motivate the user towards successfully completing a goal, and refer the user to other Optum services if purchased. This seamless integration of additional support services makes it simple for users to connect and utilise these additional benefits and increases outcomes. My Wellbeing also allows for a wide range of useful Customer Reports. It will be possible to filter the data out at a Business Unit, country, region or organisational level. Optum has the capability to report on a wide range of metrics that are important for employers to understand the health of their employee populations and understand and proactively address critical health risk factors.
- Recognizing the importance of developing a program that will encourage engagement, we worked to identify a solution to pull together the best technology with the best intelligence to create a solution where people can see improvements in their health – in real time – and no matter how small. That’s why a key part of My Wellbeing is the Health Score. The Health Score has one major role – to help make sense out of a large number of health and wellbeing data. The globally patented Health Score moves up or down in real-time, depending on how your body, emotional well-being (your feelings), or lifestyle data change and it is by far the most robust health scoring engine in the global healthcare market today. It’s based on over 300 million person-years of clinical and real-life data and it has been developed in collaboration with scientists at the Massachusetts Institute of Technology (MIT) in Boston First the Health Score measures your “Body” values in terms of your gender, age, height, weight, waist circumference, blood pressure and blood values as well as several other parameters. Next it measures your “Feelings”. How you feel about your own personal wellbeing can be a crucial factor in determining your overall state of health. Finally, it measures your “Lifestyle”. Your lifestyle can have a major impact on your overall health and wellbeing. So the program tracks exercise, nutrition, stress, sleep, and provides information on your smoking and alcohol habits (if any). The Health Score provides a tangible metric for individuals that allows them to see real time how simple changes that they make to improve their health translated real time towards achieving a higher overall score.
- With My Wellbeing you can expect better health for employees, more productivity for business and a better return of investment. In tests, the facts speak for themselves. During a 2011 – 2014 study, active user results were conducted. And the results came back with these numbers: Over 10 percent of users lost 3.8 percent from their waist with an impressive twenty nine percent of users recording a 2.7 percent body weight decrease. 90% of participants who complete a challenge reported that they want to join another team or individual challenge. A few additional stats you won’t see on the slide but that we think are worth noting include: 11.1% percent of users recorded a 5 percent drop in their systolic blood pressure. 41.8% of users recorded a decrease of diabetes risk by 28.4%. And in total - 80% of users improved their “Healthy years gained” indicator. Gaining a remarkable two and a half years. My Wellbeing can deliver these results because it truly engages individuals in owning their personal health and wellbeing.
- No discussion on a digital solution would be completed without addressing the critical factor of data security. We value privacy and security of all data and information. For that reason, My Wellbeing meets the needs of GDPR. It also adheres to the security guidelines of NIST SP-800. And our policies and practices are built around governance, security, and culture . We take the protection of your data seriously so we segregate all data from internet access meaning that there is no way of accessing data from the outside world. To further protect your data we operate a leve IV data centre with multiple layers of physical security to ensure that only those with authorised access are permitted inside our data centres. Our data centers are monitored 24/7/365 so if an issue were to arise it would be identified and dealt with immediately. Amazon Web Services provides network security. All the data is encrypted using AES 256-bit encryption, both at rest and in transit. All PHI in the production environment is encrypted with 256 bit AES encryption prior to being entered into the database. And the file system is encrypted every hour with 256 bit AES server side encryption. Finally, API’s that control the exchange of data are rigorously guarded and restricted to access by only a few highly vetted employees.
- We know that a global business requires a global solution. A single full-service solution with all the wellness products integrated onto one platform. And a consistent solution too – so every employee has the same experience. No matter what the country, the language, or the culture. For example, we know that the nutrition recommendations in a country like India or China are going to be different to a country in Latin America . The good news is that My Wellbeing meets these requirements. We have a team of experts in 10 global operational hubs that are vested in your success. We are backed by 30 years of experience in global delivery and currently service over 150 countries with EAP capabilities. We have an extensive network of 11K EAP specialists around the globe and are able to support your employees with 12 different languages. My Wellbeing meets your needs and meets the needs of your business. It provides the utilisation and outcome data you need to aid your decision-making and evaluate the success of the program and the peace of mind that only a company with Oputm’s breadth and scale can offer to support you and your employees in your journey toward better health outcomes, increased productivity, and lower health related costs.
- Finally I would like to share some additional information about Optum. Optum is a leading information and technology-enabled health services business. We are 133,000 employees serving more than 115 million individuals, and over 300 health plans. We are on a mission to transform health care through insight and innovation. From rising costs to fragmented care to cronic illness, Optum takes on each challenge with services and capabilities based on insights that can only be gained by having the breadth of data that a company our size has access to. And we are part of the UnitedHealth Group family – a diversified health and well-being company ranked 6th in the Fortune 500. UnitedHealth Group invests nearly $3.2 billion annually in technology and innovation and the business is leading the way in nearly every aspect of today’s health care system. In summary, My Wellbeing is a proven solution, ready to engage your employee’s to meet their individual needs. Ready to help them lead healthier lives, no matter where they are around the world. A program that will help you bring a culture of wellness to your business. A culture that will become a part of your company’s mission and empower employees to get healthier, happier, and more productive. My Wellbeing provides you with access to data that is unprecedented for an engaged business. You’ll be able to better align new strategies to employee needs and wants. And bring about new ways of working such as walking meetings that boost creativity, bolster office morale and encourage a culture of wellbeing. My wellbeing puts data into action with insights that inform strategy so reduce health risks and costs. Employees get a fun and personalized experience to track their health, engage in activates, and share progress with friends. We hope that you are as excited about My Wellbeing as we are, and we look forward to working together with you to plot out the next steps toward engaging your employees in this innovative program and celebrating with you the rewards of healthier, more engaged, and more resilient employee populations.