For Customer Experience Professionals

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	November 14, 2007 PHRs: From Evolution To Revolution A Health Plan Guide To Navigating The Personal Health Record Market by Elizabeth Boehm with Harley Manning, Andrew McInnes, Olga Melnikova	Average: 10  (1 rating)

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Executive Summary

Health plans, driven by employer demand and expectations of improved member satisfaction and reduced medical costs, are investing in payer-based personal health records. But consumers have not raced to adopt them. Health plan customer experience professionals are on the hook to not only drive adoption but also engineer low-cost, interactive health support programs that will help members make better choices and save costs. To maximize their chance of success, health plan customer experience professionals need to focus on four critical areas: data management, behavior change, interface best practices, and patient and provider recruitment. This focus will help drive near-term success and position plans to weather the coming changes in the personal health record (PHR) market.

TABLE OF CONTENTS

• This Is The Dawning Of The Age Of The Personal Health Record
• Health Plans Step Up And Provide Member-Facing Health Records
• How To Build PHRs That Are Both Used And Useful

WHAT IT MEANS

• We're At The Start Of A Long, Hard Slog
• Supplemental Material
• Related Research Documents

This is an excerpt

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