Opportunities for Highly Personalized Healthcare Experiences

Learn how Kaiser Permanente is building personalized digital communications experiences for their patients using Twilio APIs on multiple channels.

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Opportunities for Highly Personalized Healthcare Experiences

At SIGNAL San Francisco in 2017, we held the first Digital Executive Forum with more than 50 digital innovators and technologists. They gathered to discuss the future of communications and personalization in a rapidly changing digital environment. In this video, Kaiser Permanente's Senior Director of Digital Strategies Nico Arcino shares how the healthcare provider is building personalized digital customer experiences using Twilio APIs.

Kaiser Permanente operates in eight states as well as Washington D.C., with over 200 thousand employees and 38 hospitals. When it comes to technology, the healthcare provider has been forward-thinking for a long time; they were a pioneer in creating the electronic medical record. So in 2014, when Kaiser Permanente decided to make the consumer digital experience across web and mobile apps their priority, they implemented a number of changes. They focused on four main experiences for their members, potential members, and family members:

  • Joining Kaiser Permanente
  • Accessing Care Anywhere, Anytime
  • Managing My Coverage & Costs
  • My Health & Care

In each of these areas, Kaiser Permanente uses notifications to communicate with patients such as when their prescriptions are filled, when a doctor is ready for a scheduled appointment or running late, or when a bill is due. They sent 120 million notifications via Twilio in 2016 alone.

Kaiser Permanente considers their website (KP.org) to be more than a website; it’s how they deliver care to their members. In fact, 70% of their membership have registered as users on the site and 52% of their visits in the past year were performed digitally—either by voice or video—through the mobile app or website. Since 62% of their users access Kaiser Permanente via mobile, creating user experiences that work best on mobile devices is key for them.

To learn more about how Kaiser Permanente is creating personalized digital experiences for their patients, watch the video.

Key Takeaways:

  • Legacy systems are prolific in healthcare and switching to the cloud is an undertaking that can be taken on in stages.
  • When it comes to health, a notification or text message is more than just a message, it’s a reminder to patients of how to take care of themselves, and how healthcare providers help patients manage their care.
  • In the healthcare field, messaging, SMS, and chat have different engagement rules and regulations. It’s important to use an API that’s flexible enough to let you build the exact system you need.
  • With the high cost of healthcare, providers must keep costs as low as possible. API solutions like Twilio allow pay-as-you pricing that scale naturally as use grows.
  • What does the future of patient communication hold? As adoption of SMS continues to rise, new engagement models will reduce costs and personalize member experiences faster. Thanks to technologies such as voice activation, AI, sentiment analysis, and bots, patients will be able to text simple questions and receive personalized answers right away.