4 Best Practices to Drive Member Engagement in Digital Care Programs
Digital care programs have emerged as a transformative tool to improve clinical outcomes and member engagement. From supporting maternity populations to managing chronic conditions like Diabetes, digital care programs can provide personalized support to members across the risk pyramid. However, the success of these programs hinges on meeting members where they are to keep them invested in improving their health.
Unlocking the Potential of Digital Care Programs
Digital care programs offer immense potential to improve clinical outcomes and member engagement. By implementing best practices such as omnichannel support, consistent communication, personalized information, and accessible language, health plans can enhance the member experience and increase care program completion rates.
The Wellframe solution makes it easier for members to take control of their health by providing information and support through a convenient digital app. Here, we’re sharing best practices to drive member engagement for digital care programs.
Omnichannel Support: Meeting Members Where They Are
Today’s healthcare consumers expect convenience. They need to be able to reach out to their health plans and care teams on their own time, using the channels they prefer. For many members, this goes beyond answering sporadic phone calls or waiting on hold.
Making care programs available to members via smartphone makes it easier for them to engage at their convenience. They can also engage in multiple ways, depending on their needs and preferences. Wellframe’s omnichannel support ensures that members can interact with their care programs via smartphone or tablet at any time of day, providing flexibility and accessibility.
Key Features:
- 1:1 HIPAA-Compliant Messaging: Members can send secure in-app communications to their care teams. Participants can also send attachments (like photos) and links to helpful information.
- Digital Assessments & Surveys: Instead of calling members and asking them dozens of questions over the phone, send a digital survey or assessment. Members can answer them discreetly, and care managers are alerted when they’ve been completed.
- On-Demand Educational Content: Clinically reviewed articles are written at or below a 4th-grade reading level. This information helps empower members with information they need when they need it.
By offering multiple ways for members to interact, Wellframe makes it easier for individuals to stay engaged and committed to their health and wellness goals.
Consistent Communication: Building Daily Habits
Consistency is key to forming healthy habits, and Wellframe leverages this by providing members with a personalized daily checklist of health-related tasks. Members can check in with the app daily to check messages from their care managers, track biometric data, complete medication reminders, and take other health actions. This consistent communication helps members integrate care activities into their daily routines, making it more manageable and sustainable.
Key Features:
- Personalized Checklists: Tailored tasks and recommended articles based on care program enrollment, medications, and health goals.
- Medication & Appointment Reminders: Keep members on track with the option to create in-app prompts for medications and doctors’ appointments.
- Biometrics Tracking: Encourage members to log biometrics such as weight, blood glucose, blood pressure, and step counts regularly to foster a sense of accomplishment.
By maintaining a steady flow of communication, Wellframe keeps members engaged and motivated to complete their care programs.
Personalized, Relevant Information: Enhancing Member Experience
One size does not fit all in healthcare. Wellframe ensures that each member receives personalized and relevant information tailored to their specific needs and health conditions. This personalization enhances the member experience by making educational content more applicable and engaging.
Key Features:
- Digital Care Programs: Clinicians enroll members in digital care programs based on diagnosis, condition, or health goals. Currently, Wellframe offers more than 70 care programs.
- Targeted Content: Members receive links to suggested articles on their daily checklists. Articles are related to the member’s current care program.
Providing personalized articles and information keeps members engaged and helps them feel understood and supported.
Steer Clear of Healthcare Jargon: Bridging the Health Literacy Gap
With only 12 percent of Americans having proficient health literacy skills, it is crucial to use accessible language in digital care programs. All Wellframe content is written at or below a 4th-grade reading level to ensure it is accessible to as many members as possible. But accessible language should go beyond educational health content—nearly 1 in 4 members said they are “often” or “always” confused by health plan communications.
Key Features:
- Simplified Language: Avoid healthcare industry jargon and use clear, straightforward vocabulary. Member communications should be written at or below a 4th grade reading level.
- Educational Resources: Healthcare information should be easy to understand and act upon.
By simplifying the language used in member-facing communications and articles, Wellframe makes healthcare more approachable and reduces barriers to engagement.
Leveraging Wellframe Solutions: A Comprehensive Approach
Wellframe offers robust solutions designed to enhance member engagement and improve clinical outcomes. Wellframe’s Digital Care Management and Clinical Advocacy services provide comprehensive support across the healthcare continuum.
Key Solutions:
- Digital Care Management: Streamlining care processes and improving member experience.
- Clinical Advocacy: Offering personalized support and guidance to members.
By leveraging Wellframe’s solutions, health plans can create a more connected, efficient, and effective care ecosystem.
