Healthcare Portals: 5 Core Items for an Exceptional Digital Experience
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Transcript of Healthcare Portals: 5 Core Items for an Exceptional Digital Experience
© 2014 IBM Corporation
BP401: Healthcare Portals: 5 Core Items for an Exceptional Digital Experience
Michael Porter, Perficient
Mark Polly, Perficient
5 Core Items
Security
Find a Provider
Integration
Mobile
Personalization
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Security
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
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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
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The law demands that any Personal Health Information (PHI) must be encrypted at rest.
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)
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Don’t forget that the easiest hacks may come through social engineering
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
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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)
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
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Both Payer and Provider need to track auditable activities like changes to plans, changes to profile, viewing of PHI, etc.
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Find a Provider
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?
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Real Find a Provider Example – Step 1
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Real Find a Provider Example – Step 2
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Real Find a Provider Example – Step 3
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Real Find a Provider Example – Step 4
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Real Find a Provider Example – Step 5
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Real Find a Provider Example – Step 6
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Expectations
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Simple Find a Provider
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Source: healthgrades.com
Simple Find a Provider
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Simple Find a Provider
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Find a Provider – Networks
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Simplify Networks
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Simplify Networks More
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Confusing Language - Specialties
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Simplify Specialties
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Integration
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
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Hospitals are rushing into the sharing of data but that demands new infrastructure that may not exist.
Integration: The Payer Version
Claims
– Members
– Providers
Payments
ACO reporting
Member management systems
Authorizations
Etc.
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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
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
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Mobile
Mobile Statistics
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Used mobile web browser to
research product features
Used mobile web browser to find coupons &
deals Source: It’s official: Mobile devices surpass PCs in online retail
Companies plan
to implement location based
marketing
Source: Econsultancy, 2013
Americansbring their
phones to the bathroom
Source: Digiday, 2013
Adults have their mobile
phones within arms reach
24/7
Source: infographic
US mobile phone users that use it as the primary
device
Source: Mobile Marketing Stats
Mobile Usage Growth
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Mobile Web Sites - What do you do?
Payers
– Mobile Web Site is a must
Providers
– Mobile Web Site is a must
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If you don’t have a mobile web site, you are already behind.
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?
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Mobile Apps
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Health and Living - Mobile App Ranking1
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1 100
myCigna
MyHumana
Kaiser Permanente
Aetna Mobile
46 57 67 84
1Ranking provided by App Annie 1/4/14 (www.appannie.com)
UnitedHC
68
Medical - Mobile App Ranking1
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1 100
1Ranking provided by App Annie (www.appannie.com)
Epic MyChart
4
Anthem BCBS
68
Medical - Mobile App Ranking
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101 200
Mayo Clinic
106
Medical - Mobile App Ranking
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201 300
Novant Health
269
Medical - Mobile App Ranking
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301 400
Cleveland Clinic Today
369
Medical - Mobile App Ranking
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701 800
Spectrum Health
730
Medical - Mobile App Ranking
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801 900
Florida Hospital ER
Wait
818
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
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Cleveland Clinic
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Mayo Clinic
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Abriiz
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Personalization
Is this personalized?
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How about this?
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Personalized?
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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
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Now this is personalized
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Personalized = Yes
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Personalized? You Bet
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Personalized!
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You can get a better price on this prescription at CVS. Learn More…
Access Connect Online to complete your session surveys using any:
– Web or mobile browser
– Connect Online kiosk onsite
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Acknowledgements and Disclaimers
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