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Patient Engagement Strategies for Post COVID Success - Chris Nicholson | mPulse Mobile

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Patient Engagement Strategies for Post COVID Success - Chris Nicholson | mPulse Mobile

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For more info: visit https://bit.ly/2TijLrV

Google gets over one billion health-related searches a day. Now is the time to leverage patients’ growing expectations for telehealth options to engage more deeply with them. Join our guest CEO of mPulse Mobile, Chris Nicholson and learn about effective patient engagement strategies you can put in place to create highly personalized healthcare experiences that drive patient outcomes--especially for the elderly and underserved populations.

Provided to you by: https://vsee.com

For more info: visit https://bit.ly/2TijLrV

Google gets over one billion health-related searches a day. Now is the time to leverage patients’ growing expectations for telehealth options to engage more deeply with them. Join our guest CEO of mPulse Mobile, Chris Nicholson and learn about effective patient engagement strategies you can put in place to create highly personalized healthcare experiences that drive patient outcomes--especially for the elderly and underserved populations.

Provided to you by: https://vsee.com

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Patient Engagement Strategies for Post COVID Success - Chris Nicholson | mPulse Mobile

  1. 1. @mpulsemobile mpulse mobile mpulsemobile.com @mpulsemobile mpulse mobile mpulsemobile.com Patient Engagement Strategies for Post- COVID Success mPulse Mobile & VSee Presenters: Chris Nicholson and Dr. Milton Chen
  2. 2. Uncover barriers through conversation 71% 95% Meeting people where they are Improving health equity through personalized engagement strategies Build trust by sharing knowledge 31% mPulse mobile mPulse mobile Improve outcomes for our communities 71% Meaningful Conversations that Drive Actions and Engage Communities in their health.
  3. 3. Conversations Deepen patient understanding with conversational AI Reimagining Health Engagement Inspire behavior change with streaming health education Journeys Provide an end-to-end experience for patients on their health journey. Outcomes Drive health activation and deliver significant health outcomes Knowledge
  4. 4. The Challenge of Patient Engagement Population Data Technology Industry Frameworks Enablers Patient Engagem ent Changing Regulations Increasing Patient Loads Diverse Patient Demographics Barriers Patient Engagement is a defining factor in improving clinical outcomes and managing healthcare costs.
  5. 5. Gain Insights About Patients With Conversational AI Focusing on a holistic approach to COVID-19 vaccine engagement and post-COVID success Maintaining the same level of engagement post-covid o Continuing the efficiencies implemented to manage patient care during COVID-19 o Telehealth o Mail-order prescriptions o Uncover SDOH Barriers You said: No need, I’m healthy Path Health said: Hi Jane, your health is important to us and you still need to complete a breast cancer screening. Would you like to make an appointment? Path Health said: You should make an appointment even if you don’t think you need it! Doctors recommend mammograms, even for healthy women.
  6. 6. COVID-19 Changed the Outlook for Telehealth 1 Consumer 2 Provider 3 Regulatory Shift from: To: While the surge in telehealth has been driven by the immediate goal to avoid exposure to COVID-19, with more than 70% of in-person visits canceled1 , 76 percent of survey respondents indicated they were highly or moderately likely to use telehealth going forward2, and 74% of users reported high satisfaction. 3 1 McKinsey COVID-19 Consumer Survey, April 27, 2020 2 McKinsey COVID-19 Consumer Survey, May 20, 2020 3 McKinsey COVID-19 Consumer Survey, April 13, 2020 4 Ibid 5 McKinsey COVID-19 Physician Survey, May 2020 6 Medicare telemedicine health care provider fact sheet, March 17, 2020, cms.gov 11% Use of telehealth in 2019 76% now interested in using telehealth going forward Health systems, independent practices, behavioral health providers, and others rapidly scaled telehealth offerings to fill the gap between need and cancelled in- person care, and are reporting 50–175x the number of telehealth visits pre- COVID.4 57% of providers view telehealth more favorably than they did before COVID-19 64% Are more comfortable using it.5 Types of services available for telehealth have greatly expanded, with the Centers for Medicare & Medicaid Services (CMS) temporarily approving more than 80 new services and lifting restrictions on originating site, allowing Medicare Advantage plans to conduct risk assessments via telehealth, and adding other regulatory flexibilities to increase access to virtual care.6
  7. 7. COVID-19 Vaccination Engagement and Education Engage through omnichannel outreach Engage Understand Connect Educate Optimize Understand barriers and health attitudes Connect to rich content based off insights from engagement conversations Leverage learning insights to tailor engagement Enable members to explore full learning academy
  8. 8. Goals and Approach ➔ Dispel myths ➔ Uncover and overcome barriers ➔ Boost confidence in efficacy and safety ➔ Build COVID-related health literacy ➔ Clarify process/procedures ➔ Improve access and vaccination rates LiveWell Vaccinate
  9. 9. mpulsemobile.com | 9 COVID-19 Vaccine Empower the ready. Educate the unsure. Engage your entire population. mPulse Mobile has developed a full suite of COVID-19-related programs to help you efficiently and effectively connect your population to information and resources both during and beyond the pandemic. 10M People engaged 30M Messages sent Key dialogues - Visit Scheduling - Visit Prep - Post-visit Follow-up - Barrier Identification - Alert Messaging - Symptom Survey Learning Components - Why get vaccinated - Key Updates - Symptoms 200+ Programs launched Meaningful Impact - Address concerns and questions to promote vaccination - Provide resources to support mental and physical health Tailoring Insights - Age, Gender, Location - SDOH Index - Self-Efficacy - Languages - Channel Preferences O U T C O M E S S O L U T I O N C O M P O N E N T S Web RBM SMS Email IVR
  10. 10. Omnichannel Value • Proactive outreach • Increasing the size of “engageable” population • Align with patient preferences and eligibility • Deliver Tailored Education • Leveraging the optimal channel and content for the desired touchpoint • Innovative Communication Methods • Deliver value through innovative channels • Empower support staff with high adoption channels Mobile Web SMS Messaging Email Phone and IVR RBM, RCS Live Deliver a seamless engagement experience across channels
  11. 11. mpulsemobile.com | 11 Solution Examples
  12. 12. Jane New Member Age 68 Type-2 Diabetic Deliver Holistic Health Journeys Focused on the Individual Create tailored touchpoints to build a better relationship with each person. Create a seamless patient experience and maximize efficiency. Tom Age 36 No Open Gaps Rita Age 42 High SDOH Impact
  13. 13. Patient Journey PRE-VISIT POST-VISIT DURING VISIT * Changes update in EHR ** Conversational insights added to patient profile Rita Pre-visit instructions and Education Provider search Pre- registration forms* Digital Self Check-in Self- schedule/ reschedule* Symptom tracker/ assessment* Automated Appointment reminders* Prepayment and Data Verification Family collaboration Streamlined real-time experience Remote patient monitoring Shortened Waiting Times Telemedicine/ virtual visit Electronic Billing Options* Post-visit follow-up** Automated, omnichannel bill payment reminders Quality surveys** Discharge education and instruction Online generation of patient statement* Referral Management Virtual Health Management
  14. 14. Yeah – I’d like to learn more Ok – That helps. Click the link and we’ll help you understand more: vaccinate.thebigknow.com/COVID Q&A Hi, this is Path Health. Do you have questions about COVID-19 or curious about how to protect your family? Tailored Text Message mPulse Mobile LiveWell Vaccinate Academy Interactive Q&A Interactive Journey / Education You’re off to a great start then! What are you most interested in? I hear about side effects Relevant Content Assessments and Community Resources
  15. 15. Appointment Scheduling and Preparation Streamline the patient experience and improve operational efficiency with Conversational AI and real-time integrations 1 2 3 Direct patients to complete check-in forms after confirming appointment
  16. 16. Streamline Patient Access & Experience Touchless intake, convenient scheduling, and Conversational AI to gather insights around patient experience and barriers to care Improve Engagement A single omnichannel platform to coordinate conversations across use cases with a complete understanding of patient preferences Drive Operational Efficiency Integrate seamlessly with your EHR with or without the portal to reduce administrative load and reduce revenue loss Improving Program Efficacy Industry Average 20% Portal usage rate >50% Patient Engagement mPulse Mobile 30% Barrier assessment response rate at a leading health system 44% Appointments confirmed across channels 23% Miss an appointment without a reminder One-way notifications (no data) Solution Benefits
  17. 17. What do you need based on where you are Knowledge What Topics Amount of Conversation Growth in Knowledge Right-Sizing Engagement
  18. 18. Use Knowledge to Inspire Behavior Change Deliver tailored learning experiences that drive vaccine solution education and engagement based on understanding the individual Allow them to self navigate at their pace. Mix expert advice with authentic stories from individuals
  19. 19. Build Knowledge Throughout the Patient Journey Tailored content empowers and supports patients during each step of their health journey Pre-Visit Post Visit In-Cycle Preparing for your Colonoscopy Food as Medicine Mindfulness Making every doctor visit count As Prescribed: Following a Medication Plan In the Waiting Room Your Mammogram at Path Health – What to Expect Your Diabetes Support Team COVID-19 Vaccine
  20. 20. mpulsemobile.com | 20 Education around telehealth Call PathHealth at 888-XXX- XXXX to schedule a telehealth visit if you need health advice and want to talk to a clinician. Informational messages Do you know who your doctor is? Reply YES or NO Interactive polls If you need urgent care, text URGENT and we’ll start a scheduling flow for your PathHealth benefit, or text TRY and we’ll send you health tips and challenges. On-demand resources and challenges Imagine that you wake up in the middle of the night with a sore throat. How would you use your PathHealth benefit to get care? Please reply in your own words. Thanks! Open-ended questions Let us help assign you one through PathHealth now! [url] No, I just moved. mPulse will use diverse message types to support higher engagement around educational content related to using telehealth services
  21. 21. Automating Education Empower patients with personalized bill payments and a seamless delivery of educational content in secure, EHR-integrated Mobile Web environments
  22. 22. Care Journey Data Understanding Patients Solution Performance Advanced Mobile Assessment Services o Contact information data assessment o Preference management planning o Phone number acquisition programs o Ongoing management of mobile data SDOH Index o Combines industry public and private data sets and conversational insights o SDOH calculated at the census tract level o Predicts how members will respond to engagement and enables more accurate and relevant content tailoring Dashboards o View delivery data – communications sent across channels, delivery rates, opt-out rates o Understand engagement – click-through data, response rates, survey completions o Monitor member experience data around sentiment and intent o Robust filtering and custom time-period views
  23. 23. mpulsemobile.com | 23 Engagement Insights & Outcomes Barriers Assessment Self-Reported Outcomes Preferences Engagement Specific data gathering Behavioral markers 3% 3% 4% 5% 7% 16% 62% New doctor Need help making appointment Transportation Can't afford it Sentiment and Intent Conversational Engagement leverages AI to deliver tailored conversations. Members are invited to respond and share insights about their health and wellbeing. 2% 5% 7% 18% 19% 49% Negative Confirmation Positive Confirmation Negative Sharing Neutral Sharing Outcomes Drive health activation and deliver significant health outcomes
  24. 24. Virtual Care Automated Conversations Activation Intelligence Patient engagement on mPulse Mobile’s omnichannel platform Empower patients to self-manage: med adherence and follow-up care Engage patients with natural conversations – streamline patient monitoring Orchestrate touchpoints across use cases Incorporate microlearning opportunities Streaming Education Integrations and Visit Management
  25. 25. Solutions and Outcomes 48% of unengaged members completed screenings Preventive Screenings Satisfaction and Quality Surveys 60% response rate on a post-visit survey Closing Care Gaps 10pp improvement in colorectal cancer screening completions Medication Adherence 14pp increase in Rx refill rate for Medicare population Health Engagement 18% of previously unengaged members signed-up for the health portal Disease Management 30% improvement in care plan adherence Telehealth Engagement Referral Reminders 79% of weekly therapy signups were driven through SMS Health Plan Navigation 91% of members found text messages improved their knowledge of plan services Appointment Reminders Health Literacy Sustained Engagement 82% of members report confidence to improve their health 52-minute average engagement time per user 20% reduction in no-shows 18% reduction in appointment cancellations
  26. 26. 26 mpulsemobile.com 26 mpulsemobile.com mpulsemobile.com | 26 Social Isolation Outreach – COVID-19 Inland Empire Health Plan is a Medicaid and DualChoice plan located east of Los Angeles with 1.6 million members Goals o Engage senior members and members with disabilities who may be experiencing loneliness during social isolation o Uncover social isolation challenges and provide tailored support o Improve mental wellbeing and establish meaningful connections between the plan and the member Results o 40.3% of members engaged with the program, averaging 4 engagements per member (response or link-click) o 15% of members responding to a question about contact with family or friends did not have regular contact with another person o Changes to living habits was the most frequently mentioned challenge at 28.1%, and financial hardship at 21.3%. COVID-19 was less frequently listed as a challenge at 6.6% o 85.1% of responding members liked or loved digital fotonovelas, with the highest click-thru rates amongst Spanish speaking members Execution o mPulse Mobile delivered its 7-week Social Isolation Solution to 92,543 members in English and Spanish languages o Over 1.9 million messages were sent with an average of 20 touchpoints per member o Digital fotonovelas were incorporated into the program o Automated conversations uncovered social isolation levels and member reported barriers of staying at home o Conversations were tailored to members’ needs using mPulse’s Activation Intelligence, incorporating member challenges and frequency preferences 73% 16% 6% 5% Very Helpful Moderately Helpful Slightly Helpful Usefulness of Social Isolation Program Example Frame of Social Isolation Fotonovela
  27. 27. 27 mpulsemobile.com 27 mpulsemobile.com mpulsemobile.com | 27 COVID-19 Health Education A leading Medicaid MCO in the Midwest with ~345,000 members Goals o Successfully deploy fotonovelas focused on health education to a large Medicaid population o Measure engagement levels across demographic segments o Program assessment using a satisfaction survey Execution o mPulse Mobile created a 6-frame fotonovela focused on COVID- 19 health education: ‘Simple steps to stop the spread’ o Over 144,000 members were targeted with the fotonovela program, 57% of targeted members were female o The fotonovela was displayed in a mobileweb environment which members accessed by clicking a link embedded in the message o The program was delivered in English and Spanish o A text-based survey was automatically triggered to members who clicked through to the fotonovela Results o Overall engagement was high at 16.5%, with 13.9% of members clicking to education content o Spanish speakers had a significantly higher engagement rate at 37.3% o The program had very low opt-out rates: 0.5% o 32% of members who engaged responded to the survey o 82.8% of respondents (5,420) said they liked or loved it Hi Sarah. This is Path Health checking in. We’ve put together COVID-19 simple steps to help you stay safe and healthy. Click the link to see more: bit.ly/pathhealtheducation
  28. 28. mpulsemobile.com | 28 Thank you

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