Archive | June, 2011

10,000 Steps, 5 miles, 30 minutes of Exercise, Diet…

First off, whoever framed this idea of 10,000 steps per day was a genius.  It’s a much simpler metric to tell people.  Since I run (on my good days) a few miles, I had to translate that to miles to understand what I needed to do.  10,000 steps is 5 miles.  If companies were going around telling everyone they had to walk (or run) 5 miles a day, they would lose people quickly.  [One likely question here is whether running and walking burn the same calories.]

It seems like everyone is pushing 10,000 steps per day right now – Here’s Kaiser’s Program.

Of course, on the flipside, this can be confusing since you have this program.  You have the government’s recommendation of 30 minutes of exercise a day (which isn’t 5 miles for most people).  You have advertisements for supplements.  You have workout commercials.  You have diet information.  What works?

(In searching for 10,000 steps information, I found this Dr. Oz video which I’ll share on weight loss tips.)

As an interesting side note, I was wearing my pedometer the other day talking with a physician.  He asked what it was.  When I told him it was a pedometer, he asked why I wore it.  I talked to him about measuring my steps to get to 10,000 a day.  He’d never heard of the concept.

The Customer Experience Matters Healthcare Nuggets

Are you focused on the customer experience?  If yes, then you should know who Bruce Temkin is and look at his research.

I follow his research mostly through his blog, and you can find teasers of information on healthcare by what he posts.  I thought I’d pull together a few of those things here:

1. In his loyalty ratings, Walgreens was one of the top 20 companies recommended to friends while Cigna, Aetna, Humana, Anthem, and BS of CA were all in the bottom 20.  [I’m not sure this should surprise us.  I would expect CVS was close to the top with Walgreens.  I’d assume many people don’t “recommend” their insurance companies in general.  I’ll have to try to find out if the PBMs appear on here.]

2. In his forgiveness rankings, retailers like CVS, Walgreens, Walmart, and RiteAid scored well.  TriCare scored very well.  Medicare and Medicaid had good scores, and Kaiser was the only health plan in the top 70.  [This is a key issue for retention and important in the retailization of healthcare…you will make mistakes so the question is how much good will you have to overcome those mistakes.]

3. In his loyalty rankings, you find out that African Americans are much more loyal to their health plans than Hispanics or Caucasians.  [How does this change your engagement strategy?]

4. Bruce even goes on to quantify the value for different industries.  For healthcare, he estimates that a $1B company could improve it’s topline by $179M / year by improving its customer experience.

5. In his experience ratings, he shares some specifics on health plans (see below):

And, I suggest you read some of his thoughts on changing how we analyze data.  I think his points about “contextual insights” make a lot of sense.

Diabetes SMS Program AND Key Measures Of Success

Aetna recently announced that they were launching an SMS (text messaging) program targeting diabetics. I’m excited about the program not only because Silverlink is partnering with them on it, but because they’ve laid out some key metrics to focus on.

In a lot of SMS pilots, the size of the program has been small (<1,000) or the metrics haven’t been clear. I’m hoping this will be very different. Here are the metrics they laid out:

  • Received regular A1C screenings which measures blood glucose levels
  • Received an annual LDL screening which shows the level of bad cholesterol and cardiovascular risk
  • Followed instructions for taking medications
  • Enrolled in a disease management, nurse and health coaching program

Finding out who participates, which messages are effective, and how they respond is going to be a great study. Stay tuned for more.