Going online to find out more about health is something people are doing more often than ever. And today, the healthcare industry is looking for new ways to use online technology, such as computers and cell phones, to help their members get healthier.
A recent article in Managed Healthcare Executive, titled "Digital health coaching brings care management to everyday life," tells us that online programs in which health plan members can find health information and tools are getting more popular. Members like the fast access and quick answers.
Most of these programs are automated, meaning that members are on their own to choose from menus, find the facts they need, and work with programs that will help them set health goals or track their progress.
The value of human contact
Some companies, such as Humana and its LifeSynch subsidiary, are bringing live coaching together with these online programs. Betsy Nota-Kirby, director of wellness for Humana and LifeSynch in Irving, Texas, says that instead of having members work on their own with a computer program, they can now have the help of a live health coach, giving them someone who can offer facts and tools chosen with their needs in mind. Members may also choose to work with a health coach by phone, e-mail and online chat.
LifeSynch built digital coaching programs because the self-directed programs in which members work on computer programs on their own did not work as well as hoped. The goal with the digital coaching programs is to be even better at helping members change unhealthy behavior.
As Nota-Kirby said, "Coaching has shown to increase member engagement and is more effective than education and information alone. When members indicate their areas of interest, we are able to push appropriate content to them, encourage accountability and make ourselves available for follow-up."
Who can benefit?
Weight loss, stopping smoking, back care, stress management and healthy eating are key health areas that LifeSynch programs have begun to target. Members who might be helped the most from digital health coaching in these areas are identified from claims data, but any member may take part.
Early results are promising
An early study of the new live coaching program at Humana shows that 70 percent of members who take part are in touch with their coach regularly, with about four contacts a month. As many as 60 percent of these members say they have reached one or more of their health-related goals.
Helping health coaches and members work together better
Microsoft helps health plans use tools that consumers are already using in their daily lives, such as instant messaging, social networking and texting. Dennis Schmuland, MD, who is the worldwide managing director, health insurance industry for Microsoft, says these tools can lead to "moments of participation" that help move members to action.
"Although technology cannot replace care managers, it can extend the ability to interact with consumers," said Dr. Schmudland. "Organizations that can extend and amplify the effect of people rather than replace them with computers will have more impact on behavior."
The wave of the future
What's next in the marriage of healthcare and computer technology? Game-like competitions that award points to members who achieve healthy goals and allow users to track and share things like their diet or exercise programs are likely to be the next big step. In fact, Humana is already offering several such tools, so start thinking how you can take advantage of today's evolving access to technology and your employees' health.
