This document discusses 5 core items for an exceptional digital healthcare portal experience: security, finding providers, integration, mobile, and personalization. It provides details and examples for each item. For security, it emphasizes securing patient data, access points, and system tracking. For finding providers, it shows how to simplify search options and results. For integration, it discusses connecting disparate healthcare systems. For mobile, it shows the importance and examples of mobile-optimized websites and apps. For personalization, it demonstrates tailoring the digital experience to individual users.
4. 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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5. The Data Is Secure
The law demands that any Personal Health Information (PHI) must be
encrypted at rest.
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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6. The Access Point Is Secure
Don’t forget that the easiest hacks may come through social engineering
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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7. Setup Is Secure
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)
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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8. The System Will Track All Activities
Both Payer and Provider need to track auditable activities like changes
to plans, changes to profile, viewing of PHI, etc.
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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10. Why 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
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28. Integration: The Hospital Version
Hospitals are rushing into the sharing of data but that demands new
infrastructure that may not exist.
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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29. Integration: The Payer Version
Payers have more extensive infrastructure but many still need a better
integration layer and a common set of integration services
Claims
– Members
– Providers
Payments
ACO reporting
Member management systems
Authorizations
Etc.
All too often, integration means digging out of a hole
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30. 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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32. Mobile Statistics
Used mobile
web browser to
research
Used mobile
product
web browser to
features
find coupons &
deals
Source: It’s official: Mobile devices
surpass PCs in online retail
Companies plan
to implement
US mobile phone
location based
users that use it
marketing
as the primary
Source: Econsultancy, 2013
device
Source: Mobile Marketing Stats
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Americans
bring their
phones to the
bathroom
Source: Digiday, 2013
Adults have
their mobile
phones within
arms reach
24/7
Source: infographic
34. Mobile Web Sites - What do you do?
If you don’t have a mobile web site, you are already behind.
Payers
– Mobile Web Site is a must
Providers
– Mobile Web Site is a must
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35. 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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37. Health and Living - Mobile App Ranking1
1
46
67 68
57
myCigna
MyHumana
37
100
United
HC
Kaiser
Permanente
1
84
Aetna Mobile
Ranking provided by App Annie 1/4/14 (www.appannie.com)
38. Medical - Mobile App Ranking1
4
68
Epic MyChart
1
Anthem BCBS
1
38
Ranking provided by App Annie (www.appannie.com)
100
43. Medical - Mobile App Ranking
801
818
Florida
Hospital ER
Wait
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900
44. 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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52. 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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