Decoding Patient Behavior for Action Blair Baker, Vice President of Product Strategy

Evolution of the patient portal• MU2 requirements• Has become the conduit between the patient and the provider • Relationship building• Creation of brand for hospitals, health systems and providers• Patients single-source of healthcare data• Consumerism pushing for portals to do more and be more

Market Information

Global information

Global information

Challenges and Frustrations for Patients

Source: Market Research, Software Advice

Challenges Frustrations

Most Popular Portal Features

Source: Market Research, Software Advice

• Kaiser’s registration jumped from 9 to 27% when patients were able to view health records

• 77% patients willing to pay bills online • 19% patients checking and requesting

prescription refills

Portal Preferences for Female vs. Male

Source: Market Research, Software Advice

Female Male

YCU Portal Specific Data

Global audienceMore than 10 million lives343 hospitals/providersPatients utilizing the portal in all 50 states plus Puerto Rico57% of patients are returning to the portal multiple times

Who is accessing the site• Female as the CEO of her family’s healthcare

• Hers, her children and often her parents• Men are participating too!!!• Step parents and grandparents • Millennial behavior

Female to Male ratio

67%

33%

Portal Users by Gender

Female Male

Usage by age group

18-24 25-34 35-44 45-54 55-64 65+

8.50%

19.30%16.90% 17.80%

20.00%17.50%

Usage Percentage

Patients by Disease Condition

Spanish speaking population access

0.04%

Where our patients are located

Where our patients are located

Number of Logins by day

Number of Logins by day

Monday Tuesday Wednesday Thursday Friday Saturday Sunday0100200300400500600700800900

1000

803 823911

813

643

310 298

Consumer Interests When Not Accessing the Portal

1. Autos and Vehicles 2. Employment3. Travel/Hotels4. Real Estate5. News and Weather6. Internet and telecom/email7. Online Communities/Social Networks8. Arts & Entertainment/Celebrities and Entertainment News

Most Visited Sections of Patient Portal• Patient Health Record – 31%• Messaging – 11%• Representatives – 4%• Profile – 2%

What are Patients Wanting to Do?• Empowered to make healthcare decisions• Become more educated• Centralize their healthcare into digital filing cabinet• Manage their family• View and track their healthcare goals

Action• Diversity in content via email newsletter program• Targeted marketing through digital channels• Age/disease state specific programs• Collateral in multiple languages? Improve promotion of portal

to non-English speaking patients?

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