An engaging new architecture from Microsoft
To this end, Microsoft has published an interoperable and optimized Consumer Engagement Reference Architecture (CERA) that allows health payers and other members of the healthcare industry to directly engage members in health-related decision-making, while enabling seamless information exchange among hundreds of different health services and devices.
With CERA, you can scale and extend health coaching and care management into the daily lives of your members. When actionable insights and trusted guidance become a normal component of members' digital experience, it is easier for them to make value-based decisions about their care, adopt healthy habits, and self-manage medical conditions.
CERA allows you to take advantage of innovative personal technologies to generate individualized "moments of participation," during which members interact with other people or software agents in ways meant to inspire healthier behaviors and make small changes they can live with in the direction of better health habits. These interactions take place across a broad array of consumer channels, including home and cell phones, email, text and instant messaging, web conferencing, television, and remote monitoring devices such as heart monitors, glucometers, and bathroom scales.
CERA makes it possible for you to:
Increase the influence of coaches, care managers, and providers by politely engaging members in conversations at the appropriate time.
Enable members to ask for help in their own words.
Ask members to give daily or weekly updates on various health benchmarks, while delivering tips to them on healthy living.
Provide instant feedback on self-monitoring to shape and reinforce health behaviors.
Issue reminders regarding scheduled medication, testing, and doctor's appointments.
Seamlessly escalate any issue, along with documentation logs, to a live coach, customer service agent, or personal physician.
Built on a familiar, collaborative platform
Engaging members as fully and effectively as CERA does requires real-time collaboration capabilities, including the ability to discuss the same information through multiple channels such as cell phones, text messaging, instant messaging, virtual chat agents, email, and web conferencing. With this in mind, CERA was architected on the Microsoft Office SharePoint Server platform making it possible for you to:
Unify information presented on member, coach, physician, and health worker portals.
Integrate information from various medical systems.
Facilitate end-to-end collaboration between members, coaches, physicians, and other healthcare providers by enabling aggregation, organization, and search capabilities.
Deliver data and information to members wherever they are through mobile channels.
Unify communication between members and coaches.
Surface line-of-business application data such as user information, member health information, and activity logs.
A software tool that empowers your members
So people can function freely and securely within the CERA environment, Microsoft includes HealthVault, a software platform that lets plan users collect different types of personal health information - prescription medication lists, health histories, hospital discharge summaries, lab test results, fitness data - and store it in one place. This greatly reduces confusion, paperwork, and delays. The platform includes two key features. HealthVault Search is a web search service that enables users to quickly get answers to their health questions. HealthVault Connection Center makes it possible for health-related data from numerous digital devices - such as blood-pressure cuffs, heart rate monitors, blood glucose monitors, and peak flow meters for measuring lung capacity - to be uploaded into an account owners' records.
Designed with robust security, privacy, and technological interoperability as fundamental principles, HealthVault guards account holders' records against unauthorized access. For example, all data communications are protected using Secure Sockets Layer (SSL) encryption. An intuitive user interface helps account owners view, modify, aggregate, and assign access privileges to their records. Together, CERA and HealthVault allow health payers and solution partners to leverage existing portal resources while developing new ways to engage members and steer them toward decisions that promote better health. They represent a real breakthrough in the battle against rising healthcare costs and the challenges of engaging and keeping consumers engaged in their health.