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Decoding Patient Behavior for Action Blair Baker, Vice President of Product Strategy
Evolution of the patient portal• MU2 requirements• Has become the conduit between the patient and the provider • Relationship building• Creation of brand for hospitals, health systems and providers• Patients single-source of healthcare data• Consumerism pushing for portals to do more and be more
Market Information
Global information
Global information
Challenges and Frustrations for Patients
Source: Market Research, Software Advice
Challenges Frustrations
Most Popular Portal Features
Source: Market Research, Software Advice
• Kaiser’s registration jumped from 9 to 27% when patients were able to view health records
• 77% patients willing to pay bills online • 19% patients checking and requesting
prescription refills
Portal Preferences for Female vs. Male
Source: Market Research, Software Advice
Female Male
YCU Portal Specific Data
Global audienceMore than 10 million lives343 hospitals/providersPatients utilizing the portal in all 50 states plus Puerto Rico57% of patients are returning to the portal multiple times
Who is accessing the site• Female as the CEO of her family’s healthcare
• Hers, her children and often her parents• Men are participating too!!!• Step parents and grandparents • Millennial behavior
Female to Male ratio
67%
33%
Portal Users by Gender
Female Male
Usage by age group
18-24 25-34 35-44 45-54 55-64 65+
8.50%
19.30%16.90% 17.80%
20.00%17.50%
Usage Percentage
Patients by Disease Condition
Spanish speaking population access
0.04%
Where our patients are located
Where our patients are located
Number of Logins by day
Number of Logins by day
Monday Tuesday Wednesday Thursday Friday Saturday Sunday0100200300400500600700800900
1000
803 823911
813
643
310 298
Consumer Interests When Not Accessing the Portal
1. Autos and Vehicles 2. Employment3. Travel/Hotels4. Real Estate5. News and Weather6. Internet and telecom/email7. Online Communities/Social Networks8. Arts & Entertainment/Celebrities and Entertainment News
Most Visited Sections of Patient Portal• Patient Health Record – 31%• Messaging – 11%• Representatives – 4%• Profile – 2%
What are Patients Wanting to Do?• Empowered to make healthcare decisions• Become more educated• Centralize their healthcare into digital filing cabinet• Manage their family• View and track their healthcare goals
Action• Diversity in content via email newsletter program• Targeted marketing through digital channels• Age/disease state specific programs• Collateral in multiple languages? Improve promotion of portal
to non-English speaking patients?
Thank YouFollow
@YourCareU
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