influence health award write up

2016 North American Patient Engagement

Enabling Technology Leadership Award

2016

BEST PRACTICES RESEARCH

© Frost & Sullivan 2016 2 “We Accelerate Growth”

Contents

Background and Company Performance ........................................................................ 3

Industry Challenges .............................................................................................. 3

Technology Leverage and Customer Impact ............................................................. 4

Conclusion........................................................................................................... 9

Significance of Enabling Technology Leadership ........................................................... 10

Understanding Enabling Technology Leadership ........................................................... 10

Key Benchmarking Criteria .................................................................................. 11

Best Practice Award Analysis for Influence Health ......................................................... 11

Decision Support Scorecard ................................................................................. 11

Technology Leverage .......................................................................................... 12

Customer Impact ............................................................................................... 12

Decision Support Matrix ...................................................................................... 13

The Intersection between 360-Degree Research and Best Practices Awards ..................... 14

Research Methodology ........................................................................................ 14

About Frost & Sullivan .............................................................................................. 14



Background and Company Performance

Industry Challenges

The US patient engagement market has progressed proportionally with both consumerism

and the value-based care movement. Higher deductibles and co-payments, greater

transparency into provider performance and costs, and the rise of network narrowing and

provider-led health plans are prodding patients to become heavily involved in healthcare

decision making. Done well, patient engagement improves patient satisfaction and

outcomes, builds loyalty, increases friend and family referrals and builds stronger

community relationships, providing HCOs with a sustainable strategy for future profitable

growth.

However, healthcare stakeholders, on the road to accountable care, still struggle to

embrace a cohesive patient engagement program due to numerous strategic challenges.

The majority of US consumers acknowledge that healthcare organizations’ existing care

management initiatives fail to effectively engage them throughout their care experience,

as they seldom receive recommendations outside of physician offices in real time. An

estimated 89%1 of US consumers believe that chronic condition management can be

improved with progressive patient engagement-related interventions, compelling 45%2 of

providers to rank member (patient and employees) engagement programs as one of the

top value-based care objectives for this year. Most provider executives in the United

States have shown an interest in promoting a strong culture of patient engagement within

their existing workflows and as part of the strategy for their organizations going forward.

The US patient engagement vendor market is crowded with a diverse range of health

information technology (IT) companies as technology advancements have eroded some of

the old barriers to entry and paved the way for smaller, interoperable, and cloud-based

vendors. However, only a few companies have emerged as true enablers of next-

generation patient engagement initiatives, with many facing unique hurdles in the areas of

connectivity, cost, and compliance. For example, electronic health record (EHR) companies

are experiencing a rocky transition towards achieving an interoperable patient

engagement ecosystem. Population health management (PHM) companies provide

advanced capabilities across the disease-continuum but are expensive for long-term

deployments. Meanwhile, boutique firms provide best-in-class solutions for specific care

settings and therapeutics at a discount, but they struggle to intervene at a population

level.

Explosive growth in consumers’ adoption of patient engagement tools, market progression

in favor of secured Health Information Exchange, and the introduction of virtual assistance

enablers strongly support the advancement of next-generation patient engagement

1 Mobile Health and Patient Engagement in the Safety Net Survey: The Commonwealth Fund

2 Annual Healthcare CEO Survey: The Advisory Board



solutions. Patient engagement 2.0 will signify a shift from paper-based, manual, or portal-

enabled patient communication programs to cross-continuum member engagement

initiatives that:

Exert advanced capabilities beyond the jurisdiction of common regulatory objectives;

Optimize operational efficiency and improve patient loyalty;

Reduce clinical utilization and enhance patient satisfaction;

Expedite recovery and avoid preventable readmissions through the enablement of self-

care; and Aid population health management.

At the broad-level, patient engagement 2.0 promotes patients’ ability to prepare before

office/hospital visits so they require minimal intervention from operating staff and seek

the best, most personalized care from physicians at the point of care. Technology, such as

patient portals, online tools, and mobile devices, coupled with member relationship

management programs, will be the new normal of the US patient engagement market.

Technology Leverage and Customer Impact

Commitment to Innovation

US consumers are increasingly adopting innovative digital mediums—platforms, devices,

and tools—to access and share healthcare information for chronic condition management.

However, many acknowledge that the existing care management initiatives of payers and

providers fail to effectively engage them in their healthcare journey. Major providers also

realize that the acute care segment is a key area for improvement because all

stakeholders, including physicians, nurses, care managers, and patients, remain receptive

to patient engagement enablers at the point of care.

Influence Health, through Empower, an EHR-agnostic enterprise patient portal with a

consumer-centric user experience, successfully caters to providers’ progressive patient

engagement and activation needs. The multimodal, mobile-enabled patient portal is easily

accessible by patients and their care team members who can collaborate virtually across

the disease continuum to enable value-based care. Empower’s technological sophistication

is evident from its ability to connect with patients’ telehealth and personal wearable

devices which help physicians diagnose comorbidities early on and pursue remote patient

monitoring.

The portal further consolidates patients’ medical records from disparate systems and

generates a unified patient view for key stakeholders. Patients are also authorized to

recommend changes in their medical records which results in improved patient outcomes

as errors pertaining to medicines, health history, and socio-economic profiles can escalate

chronic conditions and drive clinical utilization.



Commitment to Creativity

As US healthcare undergoes transformations fuelled by demographic shifts, regulatory

changes, and provider consolidation, health systems must recalibrate patient care

strategies to remain competitive. Providers are required to embrace creative community

outreach programs to identify both high-risk and at-risk patients. These programs enable

providers to communicate that a target patient population should adopt a healthy lifestyle,

self-assess symptoms to monitor drug efficacy, focus on issues which may support

readmission prevention, and reach out to caregivers for preventive screening based on

regional disease prevalence for the best results. Influence Health through its Persuade

product portfolio, formerly known as BrightWhistle, achieves all of this and more. The

company identifies critical patient touch points, targets patients receptive to preventive

care through search, social and email channels, and provides personalized content aimed

at acquiring new members, improving patient loyalty, and managing behavioral wellness.

New member acquisition

Strategy: Influence Health’s Digital Marketing Cloud enables targeted marketing and

direct patient communication through effective data-driven marketing programs tied to

key digital touch points such as social media, through search engine optimization (SEO),

digital presence management (directory listings and reputation management) and

branded, personalized digital experiences (CMS and website design and development).

Influence Health also demonstrates a proven track record in lead management, customer

relationship management (CRM), and omni-channel campaign management.

Patient loyalty improvement

Strategy: Patients receive personalized clinical recommendations through their preferred

mediums such as mobile, social media, email and print.

Behavioral wellness management

Strategy: Low-risk patients receive digital communication through broadcast messaging

with educational content and interactive tools that determine the patient’s adherence to

recommended care pathways, appointments, and medication.

Patient engagement campaigns can be managed, monitored, and assessed by the

company’s analytics software, Navigate.

Application Diversity

Health systems deploy various patient engagement strategies to qualify as value-based

healthcare organizations that achieve the illusive triple aim around cost, quality, and

access. The overarching objective is to provide every patient, across different

departments—emergency, surgical, in-patient, out-patient, and long-term care—with



accurate healthcare advice. Patients who receive secure access to individualized treatment

options record higher satisfaction levels and are likely to recover faster. Transitioning

patients also require early engagement to ensure they adhere to recommended care

protocols. Therefore, top health systems need a robust patient engagement solution that

can cater to their diverse care needs. Influence Health offers a wide range of solutions

that collectively activate all members irrespective of their clinical risk profiles, healthcare

coverage, and position within the care continuum.

Providers

PredictTM is a healthcare CRM that combines demographic, clinical, financial and behavioral

data and predictive analytics to provide healthcare organizations a unified view of patient

information that can be leveraged for targeted marketing and outreach and for measuring

the financial efficacy of campaigns and programs downstream.

NavigateTM is an advanced care management platform that unifies siloed care

departments; highlights patients’ risk profiles; automates care delivery workflows

including tasks, reminders, and alerts; and reports clinical and operational utilizations at a

practice- and patient-level.

ConnectTM is a best-in-class clinical decision support system that consolidates patient

information and treatment options in a mobile-friendly and EHR-agnostic format.

Patients

PersuadeTM is a healthcare-specific multi-channel marketing platform that engages patients

with targeted communications in their preferred channel spanning print, email, search and

social channel. Persuade also includes a unified lead management system that allows

provider organizations to measure patient responses by phone or form fill in real-time to

ensure timely follow-up and a superior patient experience.

Convert On Demand is the healthcare industry’s only true SaaS digital experience

management solution designed to help provider organizations centrally manage valuable

health content that can be published quickly to responsive websites, mobile apps,

personalized landing pages and other digital engagement touchpoints to engage patients

regarding health topics that improve awareness, engagement, acquisition and loyalty.

EmpowerTM is an EHR-agnostic enterprise patient portal that allows patients to safely

access personalized medical records; remotely set or modify appointments; seek

prescription renewals or referrals; and pose questions related to care instructions, drug

dosages, and preventive screening.



Executives

Influence Health’s digital patient engagement and campaign management programs

streamline health systems’ brand identity and patient inflows.

Commercialization Success

Today, very few health systems adopt a progressive and developed patient engagement

approach that activates the patient population with their immediate and impending

chronic-condition management needs. Leading providers realize commercial success in the

form of Accountable Care Organization (ACO) shared savings, reduced in-patient visits,

and unmatched patient loyalty.

Influence Health has partnered with some of the most progressive health systems in the

United States and has enabled its clients to realize the following:

Influence patient behavior through precision marketing (powered by Predict) where the

client recorded high inpatient/outpatient response rates (66.8%)

Achieve superior care visibility with consolidated access of online medical records for

patients by connecting disparate data from contributing organizations (more than 1100

hospitals)

Manage, monitor, improve, and assess multi-channel campaigns for a client who realized

an 8:1 return on investment (ROI)

Price/Performance Value

The US patient engagement market is largely fragmented with vendors offering platform

and modular applications tied to the PHM concept. The market does not follow a standard

pricing model and vendors structure their pricing based on clients’ short-term and long-

term business objectives (operational efficiency, patient satisfactions, healthcare CRM).

Some large Integrated Delivery Networks and multispecialty health systems have started

to attribute a substantial portion of their net patient revenues to the value or quality of

care being rendered. These organizations are keen to design and deploy advanced patient

engagement solutions that facilitate remote patient monitoring; automate patient

outreach; and provide cloud-based appointment management, mobile app-based

emergency support, and real-time health diagnosis and reporting. However, smaller health

systems, including most physician practices, seek simple and targeted solutions which

cater to their unique patient orientations and financial capabilities.



Influence Health is strategically equipped to thrive in both worlds. The company has

adopted progressive per member per month (PMPM)-based pricing for a select few ACOs

that utilize resource-intensive patient engagement features. It also applies a traditional

subscription-based pricing for other customers slowly transitioning from volume- to value-

based care ecosystems.

Customer Service Experience

In the US patient engagement market, customer service plays an important role. Health

systems appreciate vendors’ professional and managed care services which help them

activate patients across the continuum of care. Influence Health employs trained health IT

personnel that work closely with marketers, physicians and care managers. The company

also has a dedicated virtual customer portal through which specific customer questions are

managed and monitored.

Influence Health’s managed services staff ensure that health system marketers

successfully design branded digital patient engagement programs that span the full

healthcare consumer journey – awareness, acquisition, engagement and loyalty -

specializing in devising omni-channel healthcare CRM activities.

The company’s support staff ensures physicians successfully navigate ConnectTM, which

provides a complete view of patients’ clinical and demographic history, through various

multimedia platforms including laptops, desktops, and mobile devices, in addition to

supporting operations personnel and care managers in the use of Navigate and Empower,

solutions that when combined capture the patient record from disparate IT systems to

allow patients, authorized caregivers and care team members to collaborate for successful

outcomes around a comprehensive record and personalized care plan, in real time.

Patients are also provided with educational materials at regular intervals so they can best

leverage EmpowerTM.



Conclusion

The US healthcare market has prioritized chronic-condition management. The high

demand from payers, hospitals, and long-term care organizations is promoting the use of

technology enablers that address the unique patient engagement needs of these

organizations. However, only a limited number of vendors showcase patient engagement

programs which are dynamic, omnipresent, evidence-based, and automated. Influence

Health is a leading example of a best-in-class patient engagement vendor that enables

diverse health systems to achieve clinical, operational, and financial success through

intuitive and next-generation health IT solutions, bridging the communication gap

between patients and health systems. Frost & Sullivan’s research on the US patient

engagement market confirms that Influence Health addresses not only the current

providers’ needs, but also directs its effort to constantly evolving to cater to market

transformation. Recognizing this persistent drive for technological sophistication, Frost &

Sullivan is pleased to present Influence Health with the 2016 North American Enabling

Technology Award in the Patient Engagement Market.



Significance of Enabling Technology Leadership

Ultimately, growth in any organization depends upon customers purchasing from your

company, and then making the decision to return time and again. In a sense, then,

everything is truly about the customer—and making those customers happy is the

cornerstone of any long-term successful growth strategy. To achieve these goals through

technology leadership, an organization must be best-in-class in three key areas:

understanding demand, nurturing the brand, and differentiating from the competition.

Understanding Enabling Technology Leadership

Product quality (driven by innovative technology) is the foundation of delivering customer

value. When complemented by an equally rigorous focus on the customer, companies can

begin to differentiate themselves from the competition. From awareness, to consideration,

to purchase, to follow-up support, best-practice organizations deliver a unique and

enjoyable experience that gives customers confidence in the company, its products, and

its integrity.



Key Benchmarking Criteria

For the Enabling Technology Leadership Award, Frost & Sullivan analysts independently

evaluated two key factors—Technology Leverage and Customer Impact—according to the

criteria identified below.

Technology Leverage

Criterion 1: Commitment to Innovation

Criterion 2: Commitment to Creativity

Criterion 3: Stage Gate Efficiency

Criterion 4: Commercialization Success

Criterion 5: Application Diversity

Customer Impact

Criterion 1: Price/Performance Value

Criterion 2: Customer Purchase Experience

Criterion 3: Customer Ownership Experience

Criterion 4: Customer Service Experience

Criterion 5: Brand Equity

Best Practice Award Analysis for Influence Health

Decision Support Scorecard

To support its evaluation of best practices across multiple business performance

categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool

allows our research and consulting teams to objectively analyze performance, according to

the key benchmarking criteria listed in the previous section, and to assign ratings on that

basis. The tool follows a 10-point scale that allows for nuances in performance evaluation;

ratings guidelines are illustrated below.

RATINGS GUIDELINES

The Decision Support Scorecard is organized by Technology Leverage and Customer

Impact (i.e., the overarching categories for all 10 benchmarking criteria; the definitions

for each criteria are provided beneath the scorecard). The research team confirms the

veracity of this weighted scorecard through sensitivity analysis, which confirms that small

changes to the ratings for a specific criterion do not lead to a significant change in the

overall relative rankings of the companies.



The results of this analysis are shown below. To remain unbiased and to protect the

interests of all organizations reviewed, Frost & Sullivan chooses to refer to the other key

players as Competitor 2 and Competitor 3.

DECISION SUPPORT SCORECARD: ENABLING TECHNOLOGY LEADERSHIP AWARD

Measurement of 1–10 (1 = poor; 10 = excellent)

Enabling Technology Leadership

Technology

Leverage

Customer

Impact Average Rating

Influence Health 9 9 9

Competitor 2 8 8 8

Competitor 3 7 7 7

Technology Leverage

Criterion 1: Commitment to Innovation

Requirement: Conscious, ongoing adoption of emerging technologies that enables new

product development and enhances product performances

Criterion 2: Commitment to Creativity

Requirement: Technology is leveraged to push the limits of form and function, in the

pursuit of ―white space‖ innovation

Criterion 3: Stage Gate Efficiency

Requirement: Adoption of technology to enhance the stage gate process for launching new

products and solutions

Criterion 4: Commercialization Success

Requirement: A proven track record of taking new technologies to market with a high rate

of success

Criterion 5: Application Diversity

Requirement: The development and/or integration of technologies that serve multiple

applications and can be embraced in multiple environments

Customer Impact

Criterion 1: Price/Performance Value

Requirement: Products or services offer the best value for the price, compared to similar

offerings in the market

Criterion 2: Customer Purchase Experience

Requirement: Customers feel like they are buying the most optimal solution that

addresses both their unique needs and their unique constraints

Criterion 3: Customer Ownership Experience

Requirement: Customers are proud to own the company’s product or service, and have a

positive experience throughout the life of the product or service



Criterion 4: Customer Service Experience

Requirement: Customer service is accessible, fast, stress-free, and of high quality

Criterion 5: Brand Equity

Requirement: Customers have a positive view of the brand and exhibit high brand loyalty

Decision Support Matrix

Once all companies have been evaluated according to the Decision Support Scorecard,

analysts can then position the candidates on the matrix shown below, enabling them to

visualize which companies are truly breakthrough and which ones are not yet operating at

best-in-class levels.

DECISION SUPPORT MATRIX: ENABLING TECHNOLOGY LEADERSHIP AWARD

High

Low

Low High

Cu

sto

mer I

mp

act

Technology Leverage

Influence Health

Competitor 2

Competitor 3



The Intersection between 360-Degree Research and Best

Practices Awards

Research Methodology

Frost & Sullivan’s 360-degree research

methodology represents the analytical

rigor of our research process. It offers a

360-degree-view of industry challenges,

trends, and issues by integrating all 7 of

Frost & Sullivan's research methodologies.

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growth decisions based on a narrow

understanding of their environment,

leading to errors of both omission and

commission. Successful growth strategies

are founded on a thorough understanding

of market, technical, economic, financial,

customer, best practices, and demographic

analyses. The integration of these research

disciplines into the 360-degree research

methodology provides an evaluation

platform for benchmarking industry players and for identifying those performing at best-

in-class levels.

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influence health award write up

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