Portals are becoming an increasingly essential component of customer interaction for healthcare organizations, largely driven by the consumer directed market. In this report, Datamonitor outlines the types of healthcare portals in the market, why portals are an important channel, key vendors, and Datamonitor's perspective on the direction of healthcare portals.
Scope
Healthcare providers and payers
Geographic coverage includes the US
Research methodology based in part on Datamonitor's Healthcare Technology Decision maker Panels and eHealth Consumer Insight Surveys
Highlights
The healthcare portal landscape is changing to meet the needs of consumers who are taking a more active role in the decision-making regarding their health care.
Health payer organizations are moving away from using portals solely for administrative purposes and are incorporating more disease and medical management, with a focus on their members.
In coming years, healthcare portals will undergo an evolution that will include increased levels of personalization, interactivity, and functionality.
Reasons to Purchase
Identify and evaluate factors that will affect the healthcare portal market
Monitor the various types of healthcare portals and functionality that are available in the market
Understand high-level shifts and implications in the healthcare vendor landscape
TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY 3
Introduction 3
Market context 3
Competitive dynamics 5
Future decoded 6
CHAPTER 2 INTRODUCTION 12
What is this report about? 12
Who is the target reader? 12
How to use this report 13
CHAPTER 3 MARKET CONTEXT 14
Introduction 14
Features of portals in healthcare 14
How are portals in healthcare changing? 17
Climbing health expenses are driving the healthcare member portal market 21
Health payers need to bring physicians on board if they are going to be successful in the consumer driven market 23
Employers are being courted on all fronts in order to capture consumer dollars 25
End-user perspectives 26
Drivers of portal adoption among healthcare payers 26
Inhibitors of portal adoption among healthcare payers 28
CHAPTER 4 COMPETITIVE DYNAMICS 31
Introduction 31
Key findings 31
Overview of vendors 32
Vendor landscape 32
Vendor trends 33
Build versus buy: in-house portal development still pervades much of healthcare 33
Adopting retail practices in healthcare 34
Shift in decision-making from IT to the executive office 34
Claims system vendors versus portal vendors: who carries more weight? 35
It’s not who the vendor is, but what it can offer 35
Profiles of select portal vendors 36
Abovehealth 36
Accenture 37
HealthTrio 38
IBM 39
NaviMedix 40
QCSI 41
TriZetto 42
CHAPTER 5 FUTURE DECODED 43
Encouraging greater use of portals 43
Measuring the value of portals 45
The portals as only one channel in a greater mix 46
Technologies that will influence portal adoption by consumers 47
How use of portals in healthcare will evolve 48
CHAPTER 6 APPENDIX 54
Abbreviations and acronyms 54
Research methodology 55
Datamonitor Healthcare Technology Decision maker Panels 55
Datamonitor eHealth Consumer Insight Survey 55
Datamonitor eHealth Physician Insight Survey 56
Related readings 56
SPP writing team contacts 57
How to contact experts in your industry 58
LIST OF FIGURES
Figure 1: Examples of portal audiences and functionality 15
Figure 2: Healthcare payers view members as their most important strategic priority 19
Figure 3: Member-focused initiatives also receive priority for technology-related funding among healthcare payers 20
Figure 4: Business areas in which payers face the greatest challenges 21
Figure 5: Many healthcare payers are still struggling to incorporate electronic means of communication with their members 22
Figure 6: Percentage of payer portals that allow users to personalize content 23
Figure 7: Data and services healthcare providers are giving physicians via their physician portals 25
Figure 8: Top drivers of portal adoption among healthcare payers 28
Figure 9: Top challenges facing portal adoption among healthcare payers 30
Figure 10: In-house portal development remains common in healthcare 34
Figure 11: Top attributes in selecting a hardware, software, or services vendor to implement a portal 36
Figure 12: Incentives provided by payers to encourage stakeholder portal use 44
Figure 13: Measuring the value of websites and portals 45
Figure 14: Current and preferred channels of members for interacting with their payers 46
Figure 15: Level of organizational priority placed on enhancing the interactivity of member portals 49
Figure 16: Portal functionality areas payers plan to enhance 50
Figure 17: Portal functionality areas payers plan to enhance (cont’d) 51
Figure 18: Portal functionality areas payers plan to enhance (cont’d) 51
Figure 19: Ways in which payers plan to increase levels of portal personalization in the next 1-2 years 52
Figure 20: Online services members would like their health plan to provide 53
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