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LATEST THINKING


Do employee health
& wellness plans
need a shot in the arm?

WHERE PROGRAMS FALL SHORT

Accenture research shows that 82 percent of employed consumers believe their employers or health plans should provide health and wellness programs—but the programs offered today are falling short of their needs and expectations.

There is a distinct gap between programs offered versus awareness and use of these programs. The research found awareness and utilization of health and wellness programs offered by health plans was extremely low—62 percent of employees were unaware of basic services, such as a provider finder. In addition, less than 10 percent were aware of any other programs offered.



Employee awareness and use of wellness programs is low



More than half (54 percent) of employees surveyed felt their employer-sponsored health insurance plan should provide these programs. Employers are increasingly looking outside of health plans to access health and wellness services. Industry surveys found 44 percent of employers said they used a third-party vendor to support their wellness program.

Clearly, health plans are failing to reach and have impact on people through their current health and wellness products, so they must rethink how they design, market, and operate these products or risk being carved out of this business.


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ENGAGEMENT HINGES ON DIGITAL

Health plans are missing the boat on engagement. Accenture research shows employees engage more with health and wellness programs when there is a digital engagement channel. For instance, people who engage digitally respond they access the program weekly—70 percent from a mobile device and 40 percent from a computer.

Unfortunately, most plan-sponsored health and wellness programs lack relevant digital access. Less than 50 percent of employees report having access to these programs via their computers and less than 25 percent report access via their mobile device.

Other business-to-consumer and third-party models in the marketplace are meeting these digital demands. For example:

Digital behavior change program Omada helps users lose weight and reduce their risk of chronic disease through programs that seamlessly integrate with users’ everyday lives across interaction channels.
On-demand healthcare concierge Accolade, which offers mobile, web and telephonic solutions, touts 70 percent engagement and 98 percent consumer satisfaction.
Ovia Health, which offers mobile fertility, pregnancy and maternity programs, states 95 percent of enrolled employees engage in benefits content via the company’s app.

Accenture is in no way promoting or intending to market any one particular solution or product or otherwise offer or market a medical device or clinical solution. Each company uses its own operations to ensure compliance with applicable laws and regulations.

INFLUENCING EMPLOYER DECISIONS

APPEALING TO EMPLOYEES

To compete, health plans must modify their health and wellness products to better appeal to employees’ desires for relevant, multi-channel services that are digitally enabled. Here’s how:

KNOW YOUR CUSTOMER’S CUSTOMER

Employers are listening to what employees want, and health plans should listen, too. Understand what key features are most important, what programs are most desired and how employees would want to access programs. For employers measuring success based on employee engagement, these programs must be digitally enabled and user-friendly to promote use.


BE FUTURE READY

Emerging digital trends are influencing the way services are delivered—and the landscape changes every day. Look to the developing trend of artificial intelligence as the new user interface through which voice interfaces and chatbots help solve engagement issues. Also, there is a rising need to manage for individuals, not populations. Artificial intelligence for the enterprise can provide insights into how to modify or expand services, and it can yield opportunities for better personalization through a continuous learning loop. The key is to continually iterate to keep pace with changing demands.


TAP INTO THE ECOSYSTEM

Creating leading-edge digital solutions isn’t a core capability for all health plans, so determine the best path forward. Does it make sense to develop a solution, partner with others and white label, or have an open system where the health plan can collaborate with a number of other providers for services ranging from analytics to security to digital marketing?


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VIDEO INSIGHTS

What Are the Top Three Take-aways?: 2016 Accenture Employer Health and Wellness Survey


DOWNLOAD VIDEO TRANSCRIPT [PDF]





What Are the Top Three Take-aways?: 2016 Accenture Employee Health and Wellness Survey


DOWNLOAD VIDEO TRANSCRIPT [PDF]






Authors

Rick Stewart

Rick Stewart
Managing Director, Health Strategy & Operations



Brian Kalis

Brian Kalis
Managing Director, Digital Health


Scott Miller

Scott Miller
Senior Manager, Health Strategy