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For Customer Experience Professionals

Have Consumers Caught Up To Industry PHR Buzz?

A Detailed Look At Who's Keeping Paper, Electronic, And No PHR

October 30, 2008

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Authors

  • By Elizabeth Boehm
  • with William Chu,
  • Moira Dorsey,
  • Rachel Zinser

Why Read This Report

Employers and health plans want consumers to adopt online personal health records (PHRs) in hopes of containing health costs through better healthcare choices. Unfortunately, consumers have yet to show much interest. A little less than one-third of consumers currently track any personal health information, and most records are too anemic to provide much value. A closer look at consumers who do store personal health information shows that they are not all alike but instead follow distinct and disparate goals — and select their PHR format accordingly. To drive more engagement with consumers and their personal health, PHR customer experience professionals must delve deeper into consumers' needs and preferences and then construct a PHR value proposition they can't refuse.

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Table of Contents

  • Fewer Than One In Three Online Consumers Track Personal Health Information
  • PHR Keepers Vary Substantially In Their Priorities, Preferences, And Actions
  • RECOMMENDATIONS

  • Health Plans Must Boost The Value Of PHRs To Drive Internet Adoption
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