mPulse, a leading provider of Health Experience and Insights (HXI) technology, is proud to announce the winners of the Activate 2024 Awards. The awards honor healthcare organizations who have demonstrated exceptional success in advancing health equity, improving consumer experience, and achieving significant health outcomes. The winners were announced at Activate2024, the healthcare industry’s premier conference focused on cutting-edge engagement strategies for consumer health activation.
This year’s award participants include leading health plans and healthcare organizations using mPulse’s digital engagement solutions to address key healthcare challenges, ranging from boosting medication adherence to improving preventive care. Each submission was evaluated on qualitative and quantitative outcomes in categories such as achieving health equity, most improved consumer experience, and biggest impact on business goals.
Listed below are the Activate 2024 Award winners for each award category and each of their winning submissions.
Most Improved Consumer Experience
Winner: PerformSpecialty for specialty medication home delivery program
PerformSpecialty transformed the specialty medication refill process, removing the need to call a pharmacist or service representative to fill medications, update patient information, waive their signature, and more. By introducing an SMS and mobile web-based program, patients can manage medication refills digitally, improving the overall experience and improving health outcomes.
Results included:
- 800,000+ patients engaged in the program over six years, with over 200,000 refills completed digitally
- 70% refill completion rate through mPulse’s platform, with a 1,105% growth in digital refills from 2018 to 2023
- 96% adherence in multiple therapeutic categories, and 92% overall medication adherence rate across all therapies
Biggest Impact on Health Outcomes
Winner: Leading national health plan for omnichannel Gap Closure programs
The national health plan’s extensive omnichannel engagement strategy deployed over 200 programs across 24 Medicaid markets to close care gaps across HEDIS quality improvement measures. The coordinated programs aligned with member preferences across SMS, IVR, email, mobile web and self- service tools to deliver tailored touchpoints that activated consumers.
Results
- In 2022, 72% of gap closure programs across key measures (112 of 156 measures) saw improvement in intervention compliance rates vs. control group
- In 2023, a total of 168 measures were analyzed using claims data and 121 (72%) of the measures saw improvement in compliance
Achieving Care Collaboration
Winner: Maryland Physicians Care for diabetes preventive care visits
Maryland Physicians Care implemented an omnichannel engagement program targeting members with diabetes to promote preventive care, such as A1C checks and diabetes-related eye exams. The program, which addressed a member cohort with lower health literacy, and who often move or change contact information without notifying their plan, aimed to educate members on the importance of preventive care and provide them the option to attend clinic days or see a doctor to encourage care team conversations and improve the member’s health literacy and self-efficacy.
Results showed the efficacy of using two-way SMS and an omnichannel approach to improving compliance rates and encouraging members to see their doctor and care teams:
- EED compliance: Saw 22.7% compliance in EED completion when one-way SMS was used, 29.1% compliance when two-way SMS was used, and 18.6% compliance when email was used
- A1C <8: Witnessed 43.6% compliance when two-way SMS was used, 47.1% compliance when two-way SMS and email channels were used, and 38.6% compliance when email was used
Achieving Health Equity
Winner: Community Behavioral Health (CBH) for Depression Support program
CBH’s innovative program focused on addressing the unique barriers that clinically depressed patients face in adhering to their prescribed medications. With only 25% to 50% of patients adhering to medication regimens, CBH conducted user testing with the target demographic and their families and completed a Social Determinants of Health (SDOH) analysis to understand these barriers and overcome challenges. CBH used data-driven decision-making to employ an approach that included providing personalized support and deploying text messages in multiple languages to enhance message efficacy.
Results:
- Members who received text messages outperformed members who did not receive text messages (control group) by 3.89% in the first 12 weeks of treatment and by 2.88% in the first six months
- 70% of the program participants who received text messages found that the initiative helped them remember to refill their medications
Biggest Impact on Business Goals
Winner: Jefferson Center for improving attendance for both in-person and telehealth mental health appointments
Jefferson Center’s program focused on reducing no-shows for both in-person and telehealth mental health appointments through mPulse’s appointment reminders delivered via SMS, IVR, and email. By streamlining appointment management, the program helped boost attendance rates and significantly reduced the cost of missed appointments. Jefferson Center reduced the costs of a missed in-person appointment ($156 per appointment) and of a missed telehealth appointment ($45 per appointment).
Results:
- mPulse’s platform helped increase 1,423 telehealth appointments and 3,002 in-person visits.
- ROI for the program was 37:1: for every $1 spent, $37 was saved
Most Innovative Solution
Winner: A large regional health plan for leveraging AI-powered analytics to target members at risk for disenrollment
The regional health plan deployed a data-driven outreach strategy to reduce disenrollment among high-risk members before the Annual Enrollment Period (AEP). Using mPulse’s Decision Point Insights analytics to identify high priority members and mPulse’s recommended scripting, the plan built a home-grown interactive call flow to proactively address disenrollment. The plan mobilized over 40 member services representatives to connect with 20,000+ high-risk members, addressing their concerns and improving retention rates.
To learn more about how mPulse can help your organization improve health outcomes and member engagement, visit https://mpulse.com/.
About mPulse
mPulse, a leader in digital solutions for the healthcare industry, is transforming consumer experiences to deliver better, more equitable health outcomes. By combining AI-powered analytics, omnichannel outreach and digital health navigation technology, mPulse creates personalized health journeys and provides advanced insights to power collaboration across the healthcare ecosystem. With over a decade of experience and 4 billion consumer touchpoints annually, mPulse is the trusted Health Experience and Insights (HXI) partner for over 400 healthcare organizations. To learn more, visit www.mpulse.com.
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