January 22, 2007

Plans' PHRs Must Overcome Member Anxiety

Why Non-Users Of Plan-Hosted Personal Health Records Aren't Onboard

by Elizabeth Boehm

with Harley Manning, Julie Snyder, Caroline L. Carney

Executive Summary (This is a document excerpt)

Customer experience executives at leading health plans like Aetna, Kaiser Permanente, and United HealthCare are rolling out personal health records (PHRs) in hopes of enabling disease and wellness management programs that improve both member and plan sponsor loyalty, and keep medical costs in check. But many members are dragging their feet, unconvinced of the safety and value. Health plan customer experience executives must address members' privacy and security concerns as well as provide incentives to use well-designed tools to drive adoption.

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