Things you need to know:
– The healthcare industry is undergoing significant transformation due to advances in digital health technologies. A recent EY Health Pulse Survey revealed that these advances are driving a wave of positive changes, including members feeling more control, easier access to information and greater satisfaction.
– Digital health tools with a focus on personalization, patient empowerment and data-driven decision-making are revolutionizing the industry.
Personalization is key
The survey highlights the growing importance of personalization in healthcare. Over 70% of health insurance executives agree that member experiences have become more personalized in recent years. Mobile apps, member portals, and telehealth services all play a key role in enabling this personalization, with over half (55%) of executives valuing these tools. Additionally, 91% of respondents are actively investing in integrating data across various digital health tools to further personalize member experiences and increase engagement.
Patient Empowerment, Improved Outcomes
Easier access to health information appears to be empowering patients and leading to better outcomes. 63% of executives feel that easily available information gives their members more control and engagement in their health care, which translates to increased satisfaction. More than half of executives (54%) feel that easier access to information has made their members more satisfied or less dissatisfied. Additionally, digital tools are streamlining processes, with executives citing shorter wait times for medical records (45%) and easier communication with care teams (43%) as key benefits.
Wearables: A new frontier in health management
Wearable devices are emerging as a powerful tool for both health monitoring and member engagement. Nearly three-quarters (73%) of executives believe that wearable devices have significantly improved member engagement with their health. Additionally, wearable devices also contribute to personalized care, with two-thirds (66%) of executives acknowledging the role of wearable devices in personalization. This trend is not limited to health insurers, as 68% of respondents reported that their contracted providers are also investing in remote monitoring and wearable devices. The benefits are clear, with nearly 90% of executives viewing wearable devices as an effective tool for chronic disease management and delivering personalized care plans. Early detection and prevention of potential health issues was also cited as a benefit by 73% of executives.
Data-driven decisions for continuous improvement
The survey highlights an increasing focus on measuring the impact of member engagement on patient care, with over 85% of executives saying they are able to quantify this impact. This data-driven approach also applies to accessibility and user experience, with over three-fifths (61%) of executives regularly conducting accessibility testing and over half analyzing device compatibility and user task completion rates to continuously improve their digital health platforms.
Cybersecurity: Building Trust in the Digital Age
Cybersecurity remains a top concern, with more than half of executives reporting increased investment in cybersecurity solutions compared to the previous year. While cost is a concern (91% expressed some degree of concern), these investments appear to be paying off: 70% of executives believe strong cybersecurity measures have increased members’ confidence in using digital health services.
“Integrating consumer-oriented technology into health care processes connects members to personalized care, empowers them with real-time health insights and creates more effective and efficient care and administrative experiences,” said Abby Johnson, EY Americas Health Consulting Leader. “It's the bridge between traditional practice and a future where members hold the key to their own wellbeing, with the support of data-driven, accessible and compassionate health care solutions.”
