Health engagement management - effective in closing clinical gaps for chronic disease populations

Background; Health Engagement Management (HEM) blends business intelligence, technology, and communication expertise to improve health outcomes, reduce costs, and advance population health. These programs reach all ages and socio-demographic categories, share timely, relevant information, and collect feedback. These programs, available in multiple languages, achieve multiple goals in a single program – from closing clinical gaps to addressing barriers to care. Methods; Using a multimodal strategy, including interactive voice recognition technology and email along with communication expertise, HEM programs are designed to close clinical gaps such as preventive screenings and chronic condition maintenance tests and improve overall health outcomes. These programs deliver information specific to individuals based on claims history, clinical risk, behavioral profile, and socio-demographics. Results; One program's gap closure rates – intervention vs controls: 10.4% colonoscopy vs. 8.6%; 31.5% mammography vs. 23.8%; 36.7% glaucoma vs. 28.6%; 46.4% LDL screenings vs. 39.5%. Individuals citing cost barriers are reminded screenings may be a cost-free service; those with trouble scheduling appointments are transferred to a scheduling line; those with inaccurate facts (flu vaccine causes flu) are given accurate information to promote the desired actions. Relevant health messages are shared with 50%+ of the population reached in phone outreaches. 30-80% of asked opt in to receive email. SMS provides a third channel to share information. Discussion/Conclusions; The ultimate goal is engaging individuals to take an active role in managing their health. By measuring efficacy of different HEM strategies and building individual profiles future programs are adapted to optimize rates of clinical gap closure.