For Customer Experience Professionals

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	May 11, 2007 What Health Records Do Consumers Want? Interest In Formats And Data Sources Varies Across Carriers' Members by Elizabeth Boehm with Bruce D. Temkin, Andrew McInnes	Average: 8  (2 ratings)

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Executive Summary

Insurers like CIGNA and Health Care Service Corporation (HCSC) are making high-profile investments in member-facing health records. Only 28% of US households formally track health and medical information, but interest levels vary across carriers. It turns out that Humana members are the most interested in this data, while CIGNA members show the lowest level of enthusiasm. To make the most of their health record investments, health plan executives should: profile potential users; build solutions that support members' varied preferences; market the benefits in consumer-focused terms; and incorporate action-oriented behavior change messaging and incentives.

TABLE OF CONTENTS

• Health Records Come In Several Flavors
• EHR Portability Balances Precariously With Security In Consumers' Minds

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• Health Plans Need A Well-Thought-Out PBHR Strategy
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