Engagys conducted our second annual examination of healthcare consumer engagement practices to further understand the rate at which the techniques pioneered by consumer marketing firms have been adopted by healthcare organizations.
Purpose
Engagys conducted our second annual examination of healthcare consumer engagement practices to further understand the rate at which the techniques pioneered by consumer marketing firms have been adopted by healthcare organizations.
Just as we had expected in year one that there would be wide variation in the level of sophistication and adoption of advancing practices, once again, the survey results were consistent with that expectation. We hope to leverage these findings to advance understanding of such techniques and improve the ability of healthcare enterprises to influence consumer behavior leading to better care at lower cost.
We purposely took an expansive view of consumer engagement. We focused on the ability of payers and providers to gain and sustain the attention of member s and patients as they make decisions related to their consumption of healthcare-related products and services. These consumer decisions can have significant impacts on the financial performance of healthcare enterprises with implications to processes ranging from risk adjustment administration to gap-in-care closure.
This report offers data-centered context for assessing relative effectiveness of consumer engagement efforts within the healthcare enterprise.
Methodology
Emails were sent with a link to a web-based survey instrument to over 2,000 individuals — RISE members and others — during October 2017. Up to two reminders were sent within a week.
As an incentive to participate, respondents were offered a chance to receive one of two complimentary passes to the STAR Ratings Master Class held December 12, 2017, in San Diego, California.
The 2017 methodology closely mirrors the approach utilized in 2016. The analysis is based on responses from nearly 150 individuals working for health plans, providers, and others.
Participants
The majority of the data was collected from director and manager-level employees, most of whom worked for health plans.
To read the complete study, click here: 2nd Annual RISE Survey Results.