Consumer Engagement Survey

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* 1. Please provide your Name, Title, Organization and Email Address.

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* 2. My organization is best described as:

Hospital System

Health Plan

Physician Network

Self-Insured Employer

HCIT or Healthcare Services Company

Other (please specify)

Other

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* 3. Which best describes your organization’s consumer engagement strategy? Choose the selection which best describes your strategy:

We have no meaningful consumer engagement strategy

We have a limited consumer engagement strategy, but could be doing more

We have developed a consumer engagement strategy but have not fully implemented it yet

We have developed a consumer engagement strategy and are satisfied with implementation

We have an exemplary consumer engagement strategy

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* 4. To what extent do you agree or disagree with the following statements, please rank each 1-5 (1: Strongly Disagree, 5: Strongly Agree). Please feel free to elaborate in adjacent text field:

	1 - Strongly Disagree	2	3 - Neutral	4	5 - Strongly Agree
We segment consumers and modify our engagement approach for different segments	We segment consumers and modify our engagement approach for different segments 1 - Strongly Disagree	We segment consumers and modify our engagement approach for different segments 2	We segment consumers and modify our engagement approach for different segments 3 - Neutral	We segment consumers and modify our engagement approach for different segments 4	We segment consumers and modify our engagement approach for different segments 5 - Strongly Agree
Our organization remains largely governed by a B2B culture	Our organization remains largely governed by a B2B culture 1 - Strongly Disagree	Our organization remains largely governed by a B2B culture 2	Our organization remains largely governed by a B2B culture 3 - Neutral	Our organization remains largely governed by a B2B culture 4	Our organization remains largely governed by a B2B culture 5 - Strongly Agree
We consistently design programs and processes around the end consumer	We consistently design programs and processes around the end consumer 1 - Strongly Disagree	We consistently design programs and processes around the end consumer 2	We consistently design programs and processes around the end consumer 3 - Neutral	We consistently design programs and processes around the end consumer 4	We consistently design programs and processes around the end consumer 5 - Strongly Agree
Our organization incentivizes consumers for making positive health decisions	Our organization incentivizes consumers for making positive health decisions 1 - Strongly Disagree	Our organization incentivizes consumers for making positive health decisions 2	Our organization incentivizes consumers for making positive health decisions 3 - Neutral	Our organization incentivizes consumers for making positive health decisions 4	Our organization incentivizes consumers for making positive health decisions 5 - Strongly Agree
We support our members or patients in making treatment decisions	We support our members or patients in making treatment decisions 1 - Strongly Disagree	We support our members or patients in making treatment decisions 2	We support our members or patients in making treatment decisions 3 - Neutral	We support our members or patients in making treatment decisions 4	We support our members or patients in making treatment decisions 5 - Strongly Agree
Our consumers are informed of the cost of our products or services in advance	Our consumers are informed of the cost of our products or services in advance 1 - Strongly Disagree	Our consumers are informed of the cost of our products or services in advance 2	Our consumers are informed of the cost of our products or services in advance 3 - Neutral	Our consumers are informed of the cost of our products or services in advance 4	Our consumers are informed of the cost of our products or services in advance 5 - Strongly Agree
We collect data on our consumers’ communication preferences	We collect data on our consumers’ communication preferences 1 - Strongly Disagree	We collect data on our consumers’ communication preferences 2	We collect data on our consumers’ communication preferences 3 - Neutral	We collect data on our consumers’ communication preferences 4	We collect data on our consumers’ communication preferences 5 - Strongly Agree
We track patient satisfaction scores for the providers in our facilities and / or network	We track patient satisfaction scores for the providers in our facilities and / or network 1 - Strongly Disagree	We track patient satisfaction scores for the providers in our facilities and / or network 2	We track patient satisfaction scores for the providers in our facilities and / or network 3 - Neutral	We track patient satisfaction scores for the providers in our facilities and / or network 4	We track patient satisfaction scores for the providers in our facilities and / or network 5 - Strongly Agree
Our organization engages with consumers through digital channels	Our organization engages with consumers through digital channels 1 - Strongly Disagree	Our organization engages with consumers through digital channels 2	Our organization engages with consumers through digital channels 3 - Neutral	Our organization engages with consumers through digital channels 4	Our organization engages with consumers through digital channels 5 - Strongly Agree

Additional Comments

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* 5. How would you describe your organization’s application of social media? Choose the selection which best describes your strategy.

We have no meaningful social media presence

We have a limited social media presence, but could be doing more

We are satisfied with our social media presence

We have an exemplary social media strategy

We have yet to see any ROI from the use of social media

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* 6. Which of the following aims is your organization pursuing through social media? Please check all that apply.

Building your brand

Increasing consumer loyalty

Recruiting new patients or members

Sharing health-related content

Reminding consumers to take health-related actions (e.g. purchase coverage, undergo preventive screenings)

Promoting condition self-management

Communicating with individual consumers to address specific questions and / or concerns

Promoting medical research

Conducting research and / or tracking diseases

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* 7. To what extent do you agree or disagree with the following statements about wearable digital health devices (“wearables”)? Please rank each below (1: Strongly Disagree, 5: Strongly Agree). Please feel free to elaborate in adjacent text field.

	1 - Strongly Disagree	2	3 - Neutral	4	5 - Strongly Agree
Wearables are primarily used today by consumers already motivated to improve their health	Wearables are primarily used today by consumers already motivated to improve their health 1 - Strongly Disagree	Wearables are primarily used today by consumers already motivated to improve their health 2	Wearables are primarily used today by consumers already motivated to improve their health 3 - Neutral	Wearables are primarily used today by consumers already motivated to improve their health 4	Wearables are primarily used today by consumers already motivated to improve their health 5 - Strongly Agree
My organization (and others in our segment) will ultimately manage the consumer data generated from wearable devices	My organization (and others in our segment) will ultimately manage the consumer data generated from wearable devices 1 - Strongly Disagree	My organization (and others in our segment) will ultimately manage the consumer data generated from wearable devices 2	My organization (and others in our segment) will ultimately manage the consumer data generated from wearable devices 3 - Neutral	My organization (and others in our segment) will ultimately manage the consumer data generated from wearable devices 4	My organization (and others in our segment) will ultimately manage the consumer data generated from wearable devices 5 - Strongly Agree
Wearable devices are an effective way to change consumer behavior	Wearable devices are an effective way to change consumer behavior 1 - Strongly Disagree	Wearable devices are an effective way to change consumer behavior 2	Wearable devices are an effective way to change consumer behavior 3 - Neutral	Wearable devices are an effective way to change consumer behavior 4	Wearable devices are an effective way to change consumer behavior 5 - Strongly Agree
In the next 5 years, wearable devices will be provided at no cost or subsidized to consumers by employers, payers or risk-based providers as a plan benefit	In the next 5 years, wearable devices will be provided at no cost or subsidized to consumers by employers, payers or risk-based providers as a plan benefit 1 - Strongly Disagree	In the next 5 years, wearable devices will be provided at no cost or subsidized to consumers by employers, payers or risk-based providers as a plan benefit 2	In the next 5 years, wearable devices will be provided at no cost or subsidized to consumers by employers, payers or risk-based providers as a plan benefit 3 - Neutral	In the next 5 years, wearable devices will be provided at no cost or subsidized to consumers by employers, payers or risk-based providers as a plan benefit 4	In the next 5 years, wearable devices will be provided at no cost or subsidized to consumers by employers, payers or risk-based providers as a plan benefit 5 - Strongly Agree
In the next 5 years, activity captured by wearable devices will inform consumer premiums and / or rewards	In the next 5 years, activity captured by wearable devices will inform consumer premiums and / or rewards 1 - Strongly Disagree	In the next 5 years, activity captured by wearable devices will inform consumer premiums and / or rewards 2	In the next 5 years, activity captured by wearable devices will inform consumer premiums and / or rewards 3 - Neutral	In the next 5 years, activity captured by wearable devices will inform consumer premiums and / or rewards 4	In the next 5 years, activity captured by wearable devices will inform consumer premiums and / or rewards 5 - Strongly Agree

Additional Comments

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* 8. Health plans and employers only: Where do you perceive the biggest knowledge gap(s) to be among consumers purchasing insurance on the Exchanges? Please rank the following by dragging each statement up or down.

The value of insurance and / or rationale for purchasing insurance

N/A

Subsidy availability

N/A

Selecting the best product for their needs

N/A

Understanding of basic product features (e.g. deductible, co-pay)

N/A

Maximizing the value of their product once purchased

N/A

Ensuring their provider is in network

N/A

Choosing a product based on features not cost alone

N/A

Understanding their medical bills and coverage

N/A

Preventive screenings and wellness visits

N/A

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* 9. Does your organization offer its own mobile app to consumers?

Yes

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* 10. If yes to Question 10, which characteristics apply to your organization’s mobile app? Please check all that apply.

No cost to consumers

Enables consumers to track their own health or medical data

Provides access to general health or medical information

Provides access to consumers’ medical records

Facilitates social interaction and / or community-building among consumers

Reminds consumers to perform health-related behaviors (e.g. pill reminders)

Allows consumers to communicate with a provider

Allows consumers to directly contact their treating physician(s)

Offers online bill pay

Provides access to customer support

Can be viewed in languages other than English and Spanish

N/A

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* 11. How is your organization using data to drive consumer engagement? Please check all that apply.

Segmenting consumers for marketing or engagement

Targeting consumers for provider-driven medical intervention

Targeting consumers for health management programs

Tailoring decision-making tools

Tailoring the customer support experience

Offering relevant benefits or rewards

Suggesting relevant mobile apps

Sharing relevant health content

My organization does not use data for any of these activities.

Other (please specify)

Other

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* 12. If your organization could focus on improving one aspect of the consumer experience, what would it be? Please select your top option.

Reducing wait times

Increasing the availability of appointments

Navigating your organization’s website

Improving consumer decision-making

Accessing medical information

Finding relevant health information

Accessing information related to plan benefits

Finding providers in network

Accessing a provider when needed

Customer support

Understanding medical bills and patient responsibility

Other (please specify)

Other

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* 13. Where is your organization planning to invest within the consumer engagement space in the next year? Please check all that apply.

Consumer decision-making tools

Social media

Website

Original content

Member onboarding program

Customer support

Retail stores or sites

Partnerships with community organizations

Free or subsidized wearables

Mobile apps

Data analytics

Data capture

New marketing channels

Other (please specify)

Other

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* 14. Health plans and Employers only: Which of the following strategies or tools have your organization employed to improve consumer decision-making around treatments and services?

Pricing transparency

Reference pricing

Health savings accounts

Virtual decision-making tools

Second opinion service

Other (please specify)

Other

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* 15. What is the most challenging part of designing a consumer engagement strategy for your organization? Please rank the following from 1 to 6 (1 = Most Challenging, 6 = Least Challenging) by dragging each statement up or down.

Understanding what role to play in consumers’ health

N/A

Determining relevant consumer segments

N/A

Understanding what motivates different consumers

N/A

Understanding the best channels to use when communicating with different consumers

N/A

Crafting messages that resonate with consumers

N/A

Explaining complex healthcare concepts to consumers

N/A

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* 16. What are the biggest challenges your organization faces in successfully implementing a consumer engagement strategy? Please rank the following from 1 to 8 (1 = Most Challenging, 8 = Least Challenging) by dragging each statement up or down.

Inability to measure ROI of consumer engagement efforts

N/A

Lack of support from management

N/A

Traditional business-to-business (B2B) culture pervades

N/A

Lack of appropriate resources to manage efforts

N/A

Inability to effectively capture consumer data

N/A

Inability to turn data into actionable insights for consumer engagement

N/A

Limitations of existing technology

N/A

Managing HIPAA and other privacy concerns

N/A