We recently hosted our annual conference, Activate2021, which featured a keynote address from Nick Webb, healthcare futurist and best-selling author, along with a number of exciting sessions, panel discussions, and of course–Activate2021 Awards!
The Activate Awards shine a light on healthcare organizations who are delivering excellence in health engagement to meet and exceed the needs of an evolving healthcare landscape. Never has this proven to be more fitting than in the past year when organizations have had to alter their consumer outreach strategies in response to Covid-19. With the disruption caused by the pandemic, it is now more important than ever to address gaps in communication and low utilization of services.
These companies demonstrated how innovative ways to activate their populations can improve access to healthcare and significantly enhance the consumer experience.
Winners were decided based on qualitative and quantitative results across five categories: Health Equity, Conversational AI, Innovation, Outcomes, and Consumer Experience. In case you missed it, we’ve recapped for you the ways these 6 different healthcare organizations are making a powerful impact on health engagement, health equity, and health outcomes.
CalOptima – Improving Health Equity
CalOptima is a large, county-based health system that offers health insurance for low-income residents of Orange County, California. The plan sought a solution to uncover barriers to getting the Covid-19 vaccine and to increase vaccinations of its diverse Medi-Cal population. CalOptima rolled out a Covid-19 vaccine engagement program across 6 languages that geo-targeted highly impacted groups and delivered over 1.4 million tailored messages to members. 389,648 members received vaccinations with health equity efforts among populations of color resulting in CalOptima’s Black Medi-Cal population reaching a 45% vaccination rate compared with only 40% of Black Medi-Cal members vaccinated statewide. Similarly, 56% of their Hispanic Medi-Cal members are vaccinated versus 54% of Hispanic Medi-Cal members statewide.
CareSource – Best Use of Conversational AI
CareSource is a health plan, headquartered in Ohio, dedicated to member-centric insurance coverage for its 2 million members. Looking to combat vaccine hesitancy, the plan implemented tailored SMS messaging, member surveys, and streaming health content to educate and uncover member barriers to getting the Covid-19 vaccine. The campaign delivered over 3 million automated tailored dialogues to 664,000 members, with members self-reporting as “Non-Believer,” “Unsure,” or “Ready.” By tailoring communication based on member preferences, CareSource was able to impact more than 650k members nationwide. At the end of the program, 57,000 out of 107,000 “Unsure” members moved into the “Ready” persona.
Magellan Rx Management – Most Innovative Program
Magellan Rx Management, part of Magellan Health, is a national pharmacy organization that serves complex populations. Magellan Rx engaged their specialty pharmacy members with two-way messaging and digital fotonovelas to address loneliness and anxiety experienced by their members during the pandemic. The use of fotonovelas was an innovative approach to deliver easily digestible and educational content in an engaging, story-based format that is relevant across diverse populations. After incorporating conversational dialogues and fotonovelas, the most impacted populations were younger members and members most impacted by social determinants of health. Overall, the program yielded over a 38% engagement rate to go along with a 90% member satisfaction score.
CountyCare Health Plan – Most Significant Outcome (tie)
CountyCare Health Plan is a large Medicaid managed care organization offering no-cost health insurance to eligible members in Cook County, Illinois. The plan wanted to uncover obstacles preventing members from getting vaccinated while increasing awareness and readiness. CountyCare launched a vaccine engagement program that targeted members significantly impacted by social determinants of health. The program utilized digital fotonovelas to address vaccine hesitancy and lift health literacy. After over 2.6 million tailored messages sent, 18% of members replied or clicked a link and 72% said they are more likely to get the vaccine.
Providence Health & Services – Most Significant Outcome (tie)
Providence Health & Services is a nonprofit health system, based in Washington, that operates in seven states and serves millions of individuals. The health system sought to increase sign-ups for their MyChart eCheck-in Program, which centralizes appointments, prescriptions, bills and other important patient resources all in one place. By partnering with mPulse and optimizing their patient engagement strategy, with the SMS solution, they grew patient activation rates from 9.9% in December 2020 to 27.4% by August 2021.
A leading Health Services provider – Most Improved Customer Experience
This organization is a nationally recognized leader in technology-enabled health services with over 100,000 employees worldwide. The company needed to transition a wellness coaching program from telephonic to a fully digital experience. A focus of the program included delivering a tailored, content experience that scales across populations. The health services company partnered with mPulse to build 11 custom content courses that drove 120k enrollments, and it yielded a 75% completion rate along with an average engagement rate of 51 minutes per enrollment. The organization used digital tools to deploy a robust program that kept their health consumers more engaged with their health content for a longer period and moved them into a space that allowed for more meaningful engagement in the future.
These 6 healthcare partners harnessed the value of innovative engagement solutions and streaming health education to positively impact their populations. The programs illustrate how rapidly health engagement is evolving to meet the needs of a shifting healthcare landscape and through adoption of new capabilities that create more meaningful touchpoints with members. For more information about the Activate Awards or any of the capabilities used in these programs please email us at info@mpulse.com.
About mPulse Mobile: mPulse Mobile is reimagining health engagement to inspire healthier lives and deeper relationships between healthcare organizations and their consumers. Healthcare’s leading Conversational AI platform combines with award-winning health education for the streaming age to deliver tailored educational health engagement that nurtures, educates, and activates healthcare consumers.
With more than a decade of experience, 125+ healthcare consumers and 500 million conversations annually, mPulse Mobile has the data, expertise and the solutions to drive healthy behavior change.
