Healthcare Portals: 5 Core Practices to make a Great Digital Experience

BUS-G09 Healthcare Portals: 5 Core

Practices to Make a Great Digital Experience

Mark Polly, Director

Perficient

© 2014 IBM Corporation

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5 Core Items

• Security

• Find a Provider

• Integration

• Mobile

• Personalization

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4

Security

Security

By Security we mean:

• The data is secure

• The access point is

secure

• Setup is secure

• The system will track

anything that happens

on the portal

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The Data Is Secure

So the key things to do on your healthcare portal to meet this requirement include:

• Architect the portal to add multiple layers of firewalls, etc.

• Store as little PHI as possible on the portal

• Make the back end data available only via a secure api or service call

• Setup trusted servers between the portal back end systems

• For external calls, setup a secure gateway through a tool like IBM WebSphere Datapower

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The law demands that any Personal Health Information (PHI) must be

encrypted at rest.

The Access Point Is Secure

You want to grant access to the right person:

• Create a secure login / profile

• Consider adaptive authentication similar to what banks use– Logging computer

– Providing security image

– Asking additional questions

– Etc.

• Secure any login with https. (yes, it’s “no duh!” advice but still important to state)

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Don’t forget that the easiest hacks may come through social engineering

Setup Is Secure

Some things to consider

• Verify their identity– Key information provided to you by

snail mail

– Check on government id

– Online check of last procedure, unique id’s of that procedure, etc.

• Follow the law but don’t go overboard– If someone is in a hospital about to

have their hip replaced and is sitting in the bed waiting for the procedure………. They probably are that person and you can issue a username/password

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Most Hospital or Insurance security teams worry about verifying a users

identity. Their nightmare is when a non-authorized user sees someone

elses data. (spouses included)

The System Will Track All Activities

Auditing may not improve security but it does provide clues when things go wrong

• You must track any writes

• You must track any views of PHI

• You must track proxy setup and proxy use

• You should track bill payments and other non-PHI activities

• You want to track via web analytics a variety of other site uses like find a doctor and appointment scheduling

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Both Payer and Provider need to track auditable activities like changes

to plans, changes to profile, viewing of PHI, etc.

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Find a Provider

• Typically the first impression of your brand

• Often the most used feature

• Implemented by payers and providers

• Common issues we see– Complicated Interaction

– Unsatisfying results

– Confusing Language

Why Find a Provider?

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Real Find a Provider Example – Step 1

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Expectations

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Simple Find a Provider

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Source: healthgrades.com


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Find a Provider – Networks

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Simplify Networks

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Simplify Networks More

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Confusing Language - Specialties

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Simplify Specialties

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Integration

Integration: The Hospital Version

• Electronic Medical Record Systems

• Invoice System

• Find a Doctor

• Schedule Appointment

• Pre-registration

• Classes and Events

• Customer Service systems

• Web Content between patient and consumer sites

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Hospitals are rushing into the sharing of data but that demands new

infrastructure that may not exist.

Integration: The Payer Version

• Claims– Members

– Providers

• Payments

• ACO reporting

• Member management systems

• Authorizations

• Etc.

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Payers have more extensive infrastructure but many still need a better

integration layer and a common set of integration services

All too often, integration means digging out of a hole

Integration: What To Do

• Healthcare Portals must have a service layer …… or two to do their jobs right

• Portals don’t want to store data, they want to make real time calls

• Use or implement a common ESB

• Use or implement a security gateway

• Web Services and RESTful services are most common

• Consider direct api calls if latency is a concern

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Mobile

Digital Media

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Mobile Web Sites - What do you do?

• Payers

– Mobile Web Site is a must

• Providers

– Mobile Web Site is a must

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If you don’t have a mobile web site, you are already behind.

What about a Mobile App

• Do you need a Mobile App available through

the App Stores (Apple, Google, etc)?

• Will a Mobile Web Site suffice?

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Mobile Usage Growth

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Mobile Apps

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Health and Living - Mobile App Ranking1

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1 100

myCigna

MyHumana

Kaiser

Permanente

Aetna Mobile

46 57 67 84

1Ranking provided by App Annie 1/4/14 (www.appannie.com)

United

HC

68

Medical - Mobile App Ranking1

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1 100

1Ranking provided by App Annie (www.appannie.com)

Epic MyChart

4

Anthem BCBS

68

Medical - Mobile App Ranking

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101 200

Mayo Clinic

106


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201 300

Novant Health

269


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301 400

Cleveland

Clinic Today

369


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701 800

Spectrum

Health

730


44

801 900

Florida

Hospital ER

Wait

818

Mobile App - What do you do?

• Payer– You probably need a mobile app

– Take advantage of location services for Rx, Find a Provider

• Provider– Major health system – leverage the large number of

potential users to provide a mobile app

– Others consider specialized mobile app targeted to specific tasks

• Request appointment, refills, etc

• Location based facility mapping

• Specific diseases

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Cleveland Clinic

46

Mayo Clinic

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Abriiz

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Personalization

Is this personalized?

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How about this?

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Personalized?

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Personalization

• “Personalization technology enables the dynamic insertion, customization or suggestion of content in any format that is relevant to the individual user, based on the user’s implicit behaviour and preferences, and explicitly given details.” From Wikipedia

– Dynamic insertion of customized and / or suggested content

– Relevant to the individual user

– Based on implicit and explicit behavior, preferences and attributes

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Now this is personalized

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Personalized? You Bet

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Personalized!

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• Access Connect Online to complete your session surveys using any:– Web or mobile browser

– Connect Online kiosk onsite

• Contact us – Mark Polly – [email protected] or @markapolly

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mailto:[email protected]

About Perficient

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• Founded 1997

• 2600 + employees

• 2013 Revenue ~$375M

• Public, NASDAQ: PRFT

• Local Business Units in over 20major US Cities

• Solution Integration Award 2012

• 3x Lotus Distinguished Partner

• **WINNER of Best Digital Experience @ Connect 2014

• Best Portal Solution Award 2010

• Smarter Decision Award

• Industry Focused & Authorized:

• Healthcare, Retail & Financial Services

© 2014 IBM Corporation

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Healthcare Portals: 5 Core Practices to make a Great Digital Experience

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