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2016 North American Patient Engagement
Enabling Technology Leadership Award
2016
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 2 “We Accelerate Growth”
Contents
Background and Company Performance ........................................................................ 3
Industry Challenges .............................................................................................. 3
Technology Leverage and Customer Impact ............................................................. 4
Conclusion........................................................................................................... 9
Significance of Enabling Technology Leadership ........................................................... 10
Understanding Enabling Technology Leadership ........................................................... 10
Key Benchmarking Criteria .................................................................................. 11
Best Practice Award Analysis for Influence Health ......................................................... 11
Decision Support Scorecard ................................................................................. 11
Technology Leverage .......................................................................................... 12
Customer Impact ............................................................................................... 12
Decision Support Matrix ...................................................................................... 13
The Intersection between 360-Degree Research and Best Practices Awards ..................... 14
Research Methodology ........................................................................................ 14
About Frost & Sullivan .............................................................................................. 14
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 3 “We Accelerate Growth”
Background and Company Performance
Industry Challenges
The US patient engagement market has progressed proportionally with both consumerism
and the value-based care movement. Higher deductibles and co-payments, greater
transparency into provider performance and costs, and the rise of network narrowing and
provider-led health plans are prodding patients to become heavily involved in healthcare
decision making. Done well, patient engagement improves patient satisfaction and
outcomes, builds loyalty, increases friend and family referrals and builds stronger
community relationships, providing HCOs with a sustainable strategy for future profitable
growth.
However, healthcare stakeholders, on the road to accountable care, still struggle to
embrace a cohesive patient engagement program due to numerous strategic challenges.
The majority of US consumers acknowledge that healthcare organizations’ existing care
management initiatives fail to effectively engage them throughout their care experience,
as they seldom receive recommendations outside of physician offices in real time. An
estimated 89%1 of US consumers believe that chronic condition management can be
improved with progressive patient engagement-related interventions, compelling 45%2 of
providers to rank member (patient and employees) engagement programs as one of the
top value-based care objectives for this year. Most provider executives in the United
States have shown an interest in promoting a strong culture of patient engagement within
their existing workflows and as part of the strategy for their organizations going forward.
The US patient engagement vendor market is crowded with a diverse range of health
information technology (IT) companies as technology advancements have eroded some of
the old barriers to entry and paved the way for smaller, interoperable, and cloud-based
vendors. However, only a few companies have emerged as true enablers of next-
generation patient engagement initiatives, with many facing unique hurdles in the areas of
connectivity, cost, and compliance. For example, electronic health record (EHR) companies
are experiencing a rocky transition towards achieving an interoperable patient
engagement ecosystem. Population health management (PHM) companies provide
advanced capabilities across the disease-continuum but are expensive for long-term
deployments. Meanwhile, boutique firms provide best-in-class solutions for specific care
settings and therapeutics at a discount, but they struggle to intervene at a population
level.
Explosive growth in consumers’ adoption of patient engagement tools, market progression
in favor of secured Health Information Exchange, and the introduction of virtual assistance
enablers strongly support the advancement of next-generation patient engagement
1 Mobile Health and Patient Engagement in the Safety Net Survey: The Commonwealth Fund
2 Annual Healthcare CEO Survey: The Advisory Board
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 4 “We Accelerate Growth”
solutions. Patient engagement 2.0 will signify a shift from paper-based, manual, or portal-
enabled patient communication programs to cross-continuum member engagement
initiatives that:
Exert advanced capabilities beyond the jurisdiction of common regulatory objectives;
Optimize operational efficiency and improve patient loyalty;
Reduce clinical utilization and enhance patient satisfaction;
Expedite recovery and avoid preventable readmissions through the enablement of self-
care; and Aid population health management.
At the broad-level, patient engagement 2.0 promotes patients’ ability to prepare before
office/hospital visits so they require minimal intervention from operating staff and seek
the best, most personalized care from physicians at the point of care. Technology, such as
patient portals, online tools, and mobile devices, coupled with member relationship
management programs, will be the new normal of the US patient engagement market.
Technology Leverage and Customer Impact
Commitment to Innovation
US consumers are increasingly adopting innovative digital mediums—platforms, devices,
and tools—to access and share healthcare information for chronic condition management.
However, many acknowledge that the existing care management initiatives of payers and
providers fail to effectively engage them in their healthcare journey. Major providers also
realize that the acute care segment is a key area for improvement because all
stakeholders, including physicians, nurses, care managers, and patients, remain receptive
to patient engagement enablers at the point of care.
Influence Health, through Empower, an EHR-agnostic enterprise patient portal with a
consumer-centric user experience, successfully caters to providers’ progressive patient
engagement and activation needs. The multimodal, mobile-enabled patient portal is easily
accessible by patients and their care team members who can collaborate virtually across
the disease continuum to enable value-based care. Empower’s technological sophistication
is evident from its ability to connect with patients’ telehealth and personal wearable
devices which help physicians diagnose comorbidities early on and pursue remote patient
monitoring.
The portal further consolidates patients’ medical records from disparate systems and
generates a unified patient view for key stakeholders. Patients are also authorized to
recommend changes in their medical records which results in improved patient outcomes
as errors pertaining to medicines, health history, and socio-economic profiles can escalate
chronic conditions and drive clinical utilization.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 5 “We Accelerate Growth”
Commitment to Creativity
As US healthcare undergoes transformations fuelled by demographic shifts, regulatory
changes, and provider consolidation, health systems must recalibrate patient care
strategies to remain competitive. Providers are required to embrace creative community
outreach programs to identify both high-risk and at-risk patients. These programs enable
providers to communicate that a target patient population should adopt a healthy lifestyle,
self-assess symptoms to monitor drug efficacy, focus on issues which may support
readmission prevention, and reach out to caregivers for preventive screening based on
regional disease prevalence for the best results. Influence Health through its Persuade
product portfolio, formerly known as BrightWhistle, achieves all of this and more. The
company identifies critical patient touch points, targets patients receptive to preventive
care through search, social and email channels, and provides personalized content aimed
at acquiring new members, improving patient loyalty, and managing behavioral wellness.
New member acquisition
Strategy: Influence Health’s Digital Marketing Cloud enables targeted marketing and
direct patient communication through effective data-driven marketing programs tied to
key digital touch points such as social media, through search engine optimization (SEO),
digital presence management (directory listings and reputation management) and
branded, personalized digital experiences (CMS and website design and development).
Influence Health also demonstrates a proven track record in lead management, customer
relationship management (CRM), and omni-channel campaign management.
Patient loyalty improvement
Strategy: Patients receive personalized clinical recommendations through their preferred
mediums such as mobile, social media, email and print.
Behavioral wellness management
Strategy: Low-risk patients receive digital communication through broadcast messaging
with educational content and interactive tools that determine the patient’s adherence to
recommended care pathways, appointments, and medication.
Patient engagement campaigns can be managed, monitored, and assessed by the
company’s analytics software, Navigate.
Application Diversity
Health systems deploy various patient engagement strategies to qualify as value-based
healthcare organizations that achieve the illusive triple aim around cost, quality, and
access. The overarching objective is to provide every patient, across different
departments—emergency, surgical, in-patient, out-patient, and long-term care—with
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 6 “We Accelerate Growth”
accurate healthcare advice. Patients who receive secure access to individualized treatment
options record higher satisfaction levels and are likely to recover faster. Transitioning
patients also require early engagement to ensure they adhere to recommended care
protocols. Therefore, top health systems need a robust patient engagement solution that
can cater to their diverse care needs. Influence Health offers a wide range of solutions
that collectively activate all members irrespective of their clinical risk profiles, healthcare
coverage, and position within the care continuum.
Providers
PredictTM is a healthcare CRM that combines demographic, clinical, financial and behavioral
data and predictive analytics to provide healthcare organizations a unified view of patient
information that can be leveraged for targeted marketing and outreach and for measuring
the financial efficacy of campaigns and programs downstream.
NavigateTM is an advanced care management platform that unifies siloed care
departments; highlights patients’ risk profiles; automates care delivery workflows
including tasks, reminders, and alerts; and reports clinical and operational utilizations at a
practice- and patient-level.
ConnectTM is a best-in-class clinical decision support system that consolidates patient
information and treatment options in a mobile-friendly and EHR-agnostic format.
Patients
PersuadeTM is a healthcare-specific multi-channel marketing platform that engages patients
with targeted communications in their preferred channel spanning print, email, search and
social channel. Persuade also includes a unified lead management system that allows
provider organizations to measure patient responses by phone or form fill in real-time to
ensure timely follow-up and a superior patient experience.
Convert On Demand is the healthcare industry’s only true SaaS digital experience
management solution designed to help provider organizations centrally manage valuable
health content that can be published quickly to responsive websites, mobile apps,
personalized landing pages and other digital engagement touchpoints to engage patients
regarding health topics that improve awareness, engagement, acquisition and loyalty.
EmpowerTM is an EHR-agnostic enterprise patient portal that allows patients to safely
access personalized medical records; remotely set or modify appointments; seek
prescription renewals or referrals; and pose questions related to care instructions, drug
dosages, and preventive screening.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 7 “We Accelerate Growth”
Executives
Influence Health’s digital patient engagement and campaign management programs
streamline health systems’ brand identity and patient inflows.
Commercialization Success
Today, very few health systems adopt a progressive and developed patient engagement
approach that activates the patient population with their immediate and impending
chronic-condition management needs. Leading providers realize commercial success in the
form of Accountable Care Organization (ACO) shared savings, reduced in-patient visits,
and unmatched patient loyalty.
Influence Health has partnered with some of the most progressive health systems in the
United States and has enabled its clients to realize the following:
Influence patient behavior through precision marketing (powered by Predict) where the
client recorded high inpatient/outpatient response rates (66.8%)
Achieve superior care visibility with consolidated access of online medical records for
patients by connecting disparate data from contributing organizations (more than 1100
hospitals)
Manage, monitor, improve, and assess multi-channel campaigns for a client who realized
an 8:1 return on investment (ROI)
Price/Performance Value
The US patient engagement market is largely fragmented with vendors offering platform
and modular applications tied to the PHM concept. The market does not follow a standard
pricing model and vendors structure their pricing based on clients’ short-term and long-
term business objectives (operational efficiency, patient satisfactions, healthcare CRM).
Some large Integrated Delivery Networks and multispecialty health systems have started
to attribute a substantial portion of their net patient revenues to the value or quality of
care being rendered. These organizations are keen to design and deploy advanced patient
engagement solutions that facilitate remote patient monitoring; automate patient
outreach; and provide cloud-based appointment management, mobile app-based
emergency support, and real-time health diagnosis and reporting. However, smaller health
systems, including most physician practices, seek simple and targeted solutions which
cater to their unique patient orientations and financial capabilities.
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© Frost & Sullivan 2016 8 “We Accelerate Growth”
Influence Health is strategically equipped to thrive in both worlds. The company has
adopted progressive per member per month (PMPM)-based pricing for a select few ACOs
that utilize resource-intensive patient engagement features. It also applies a traditional
subscription-based pricing for other customers slowly transitioning from volume- to value-
based care ecosystems.
Customer Service Experience
In the US patient engagement market, customer service plays an important role. Health
systems appreciate vendors’ professional and managed care services which help them
activate patients across the continuum of care. Influence Health employs trained health IT
personnel that work closely with marketers, physicians and care managers. The company
also has a dedicated virtual customer portal through which specific customer questions are
managed and monitored.
Influence Health’s managed services staff ensure that health system marketers
successfully design branded digital patient engagement programs that span the full
healthcare consumer journey – awareness, acquisition, engagement and loyalty -
specializing in devising omni-channel healthcare CRM activities.
The company’s support staff ensures physicians successfully navigate ConnectTM, which
provides a complete view of patients’ clinical and demographic history, through various
multimedia platforms including laptops, desktops, and mobile devices, in addition to
supporting operations personnel and care managers in the use of Navigate and Empower,
solutions that when combined capture the patient record from disparate IT systems to
allow patients, authorized caregivers and care team members to collaborate for successful
outcomes around a comprehensive record and personalized care plan, in real time.
Patients are also provided with educational materials at regular intervals so they can best
leverage EmpowerTM.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 9 “We Accelerate Growth”
Conclusion
The US healthcare market has prioritized chronic-condition management. The high
demand from payers, hospitals, and long-term care organizations is promoting the use of
technology enablers that address the unique patient engagement needs of these
organizations. However, only a limited number of vendors showcase patient engagement
programs which are dynamic, omnipresent, evidence-based, and automated. Influence
Health is a leading example of a best-in-class patient engagement vendor that enables
diverse health systems to achieve clinical, operational, and financial success through
intuitive and next-generation health IT solutions, bridging the communication gap
between patients and health systems. Frost & Sullivan’s research on the US patient
engagement market confirms that Influence Health addresses not only the current
providers’ needs, but also directs its effort to constantly evolving to cater to market
transformation. Recognizing this persistent drive for technological sophistication, Frost &
Sullivan is pleased to present Influence Health with the 2016 North American Enabling
Technology Award in the Patient Engagement Market.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 10 “We Accelerate Growth”
Significance of Enabling Technology Leadership
Ultimately, growth in any organization depends upon customers purchasing from your
company, and then making the decision to return time and again. In a sense, then,
everything is truly about the customer—and making those customers happy is the
cornerstone of any long-term successful growth strategy. To achieve these goals through
technology leadership, an organization must be best-in-class in three key areas:
understanding demand, nurturing the brand, and differentiating from the competition.
Understanding Enabling Technology Leadership
Product quality (driven by innovative technology) is the foundation of delivering customer
value. When complemented by an equally rigorous focus on the customer, companies can
begin to differentiate themselves from the competition. From awareness, to consideration,
to purchase, to follow-up support, best-practice organizations deliver a unique and
enjoyable experience that gives customers confidence in the company, its products, and
its integrity.
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© Frost & Sullivan 2016 11 “We Accelerate Growth”
Key Benchmarking Criteria
For the Enabling Technology Leadership Award, Frost & Sullivan analysts independently
evaluated two key factors—Technology Leverage and Customer Impact—according to the
criteria identified below.
Technology Leverage
Criterion 1: Commitment to Innovation
Criterion 2: Commitment to Creativity
Criterion 3: Stage Gate Efficiency
Criterion 4: Commercialization Success
Criterion 5: Application Diversity
Customer Impact
Criterion 1: Price/Performance Value
Criterion 2: Customer Purchase Experience
Criterion 3: Customer Ownership Experience
Criterion 4: Customer Service Experience
Criterion 5: Brand Equity
Best Practice Award Analysis for Influence Health
Decision Support Scorecard
To support its evaluation of best practices across multiple business performance
categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool
allows our research and consulting teams to objectively analyze performance, according to
the key benchmarking criteria listed in the previous section, and to assign ratings on that
basis. The tool follows a 10-point scale that allows for nuances in performance evaluation;
ratings guidelines are illustrated below.
RATINGS GUIDELINES
The Decision Support Scorecard is organized by Technology Leverage and Customer
Impact (i.e., the overarching categories for all 10 benchmarking criteria; the definitions
for each criteria are provided beneath the scorecard). The research team confirms the
veracity of this weighted scorecard through sensitivity analysis, which confirms that small
changes to the ratings for a specific criterion do not lead to a significant change in the
overall relative rankings of the companies.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 12 “We Accelerate Growth”
The results of this analysis are shown below. To remain unbiased and to protect the
interests of all organizations reviewed, Frost & Sullivan chooses to refer to the other key
players as Competitor 2 and Competitor 3.
DECISION SUPPORT SCORECARD: ENABLING TECHNOLOGY LEADERSHIP AWARD
Measurement of 1–10 (1 = poor; 10 = excellent)
Enabling Technology Leadership
Technology
Leverage
Customer
Impact Average Rating
Influence Health 9 9 9
Competitor 2 8 8 8
Competitor 3 7 7 7
Technology Leverage
Criterion 1: Commitment to Innovation
Requirement: Conscious, ongoing adoption of emerging technologies that enables new
product development and enhances product performances
Criterion 2: Commitment to Creativity
Requirement: Technology is leveraged to push the limits of form and function, in the
pursuit of ―white space‖ innovation
Criterion 3: Stage Gate Efficiency
Requirement: Adoption of technology to enhance the stage gate process for launching new
products and solutions
Criterion 4: Commercialization Success
Requirement: A proven track record of taking new technologies to market with a high rate
of success
Criterion 5: Application Diversity
Requirement: The development and/or integration of technologies that serve multiple
applications and can be embraced in multiple environments
Customer Impact
Criterion 1: Price/Performance Value
Requirement: Products or services offer the best value for the price, compared to similar
offerings in the market
Criterion 2: Customer Purchase Experience
Requirement: Customers feel like they are buying the most optimal solution that
addresses both their unique needs and their unique constraints
Criterion 3: Customer Ownership Experience
Requirement: Customers are proud to own the company’s product or service, and have a
positive experience throughout the life of the product or service
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© Frost & Sullivan 2016 13 “We Accelerate Growth”
Criterion 4: Customer Service Experience
Requirement: Customer service is accessible, fast, stress-free, and of high quality
Criterion 5: Brand Equity
Requirement: Customers have a positive view of the brand and exhibit high brand loyalty
Decision Support Matrix
Once all companies have been evaluated according to the Decision Support Scorecard,
analysts can then position the candidates on the matrix shown below, enabling them to
visualize which companies are truly breakthrough and which ones are not yet operating at
best-in-class levels.
DECISION SUPPORT MATRIX: ENABLING TECHNOLOGY LEADERSHIP AWARD
High
Low
Low High
Cu
sto
mer I
mp
act
Technology Leverage
Influence Health
Competitor 2
Competitor 3
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© Frost & Sullivan 2016 14 “We Accelerate Growth”
The Intersection between 360-Degree Research and Best
Practices Awards
Research Methodology
Frost & Sullivan’s 360-degree research
methodology represents the analytical
rigor of our research process. It offers a
360-degree-view of industry challenges,
trends, and issues by integrating all 7 of
Frost & Sullivan's research methodologies.
Too often, companies make important
growth decisions based on a narrow
understanding of their environment,
leading to errors of both omission and
commission. Successful growth strategies
are founded on a thorough understanding
of market, technical, economic, financial,
customer, best practices, and demographic
analyses. The integration of these research
disciplines into the 360-degree research
methodology provides an evaluation
platform for benchmarking industry players and for identifying those performing at best-
in-class levels.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth
and achieve best in class positions in growth, innovation and leadership. The company's
Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined
research and best practice models to drive the generation, evaluation and implementation
of powerful growth strategies. Frost & Sullivan leverages over 50 years of experience in
partnering with Global 1000 companies, emerging businesses and the investment
community from 40 offices on six continents. To join our Growth Partnership, please visit
http://www.frost.com.
360-DEGREE RESEARCH: SEEING ORDER IN
THE CHAOS