The patient experience has become increasingly disconnected, and the growing number of new consumer-facing features makes it difficult for consumers to manage their health and wellness. In addition, having multiple username and passwords complicates access and keeps critical data disconnected and forces consumers to seek care from disparate systems.
Join Advocate Aurora Health as they demonstrate how the creation of LiveWell, an integrated platform that includes a consumer identity management system, has simplified the consumer experience and achieved over 1M downloads, increased engagement with health and wellness features over 450%, delivered over 800,000 virtual visits and improved outcomes for key populations.
Selected Podcast
Liberating the Consumer Identity to Drive Engagement & Transform Outcomes
Featured Speakers:
A leader at Advocate Aurora and Advocate Health Care since 2007, she has nearly 30 years of industry experience, including leadership roles with Methodist Healthcare System, St. Luke’s Episcopal Healthcare and Memorial Hermann Healthcare, all in Houston. Golson was recognized by Crain’s Chicago Business as a Notable Marketing Executive in 2021 and 2020 and by the Milwaukee Business Journal as Chief Marketing Officer of the Year in 2020. She has served in a variety of leadership roles with the American Heart Association, including as a member of the national Communications and Marketing Committee and the Heart Ball Executive Leadership Team. A former reporter, Golson is a member of the American College of Healthcare Executives, the Society for Healthcare Strategy and Market Development, a charter member of the Ragan Communications Leadership Council and a member of the Economic Club of Chicago. She also serves on the board of Xealth, a technology platform that enables health systems to scale their digital health initiatives. She received a master’s degree in business administration from Our Lady of the Lake University in San Antonio and her bachelor’s degree in journalism from Texas A&M University.
Jamey Shiels is the System VP of Consumer Experience at Advocate Aurora Health. Jamie is an executive leader in developing digital transformation programs through a relentless focus on the consumer that drive strategy, business growth, increase productivity and organizational efficiencies.
Kelly Jo Golson | Jamey Shiels
As Chief Brand and Consumer Experience Officer, Kelly Jo Golson is responsible for consumerism, brand, marketing, digital strategy, public affairs and internal communications across Advocate Aurora Health.A leader at Advocate Aurora and Advocate Health Care since 2007, she has nearly 30 years of industry experience, including leadership roles with Methodist Healthcare System, St. Luke’s Episcopal Healthcare and Memorial Hermann Healthcare, all in Houston. Golson was recognized by Crain’s Chicago Business as a Notable Marketing Executive in 2021 and 2020 and by the Milwaukee Business Journal as Chief Marketing Officer of the Year in 2020. She has served in a variety of leadership roles with the American Heart Association, including as a member of the national Communications and Marketing Committee and the Heart Ball Executive Leadership Team. A former reporter, Golson is a member of the American College of Healthcare Executives, the Society for Healthcare Strategy and Market Development, a charter member of the Ragan Communications Leadership Council and a member of the Economic Club of Chicago. She also serves on the board of Xealth, a technology platform that enables health systems to scale their digital health initiatives. She received a master’s degree in business administration from Our Lady of the Lake University in San Antonio and her bachelor’s degree in journalism from Texas A&M University.
Jamey Shiels is the System VP of Consumer Experience at Advocate Aurora Health. Jamie is an executive leader in developing digital transformation programs through a relentless focus on the consumer that drive strategy, business growth, increase productivity and organizational efficiencies.
Transcription:
Liberating the Consumer Identity to Drive Engagement & Transform Outcomes
Bill Klaproth (host): This is a special podcast produced onsite at SHSMD Connections 2022 as we talk with keynote speakers and session leaders direct from the show floor. I'm Bill Klaproth and with me is Jamey Shiels system, vice president. of consumer experience at Advocate Aurora Health. Jamey, thank you for being here.
Jamey Sheils: It's a pleasure. Thanks for having me.
Bill Klaproth (host): You betcha and Kelly Jo Golson. She is the chief brand and consumer experience officer at Advocate Aurora Health Kelly Jo welcome.
Kelly Jo Golson: Thanks Bill. Thanks for having us.
Bill Klaproth (host): Absolutely. So we're going to talk about liberating the consumer Identity to drive engagement and transform outcomes. Kelly, Jo, let me start with you. So why has the patient experience become difficult for consumers to manage their health and wellness?
Kelly Jo Golson: Well and I think it's beyond just the patient experience, the experience of consumers to begin with as you're navigating the world across multiple channels that are so disconnected. Even just in your, outside of healthcare, you might be going from your laptop to your smartwatch, to your iPhone, to a tablet and very disconnected and discombobulated. And we were starting to find the same thing in healthcare, whether I was trying to make an appointment to come in for a diagnostic for a primary care visit, I'm seeking test results, I want to chat with my physician. I want to do a virtual visit, having to connect in these disparate ways, and really just creating this hassle For consumers, has been unattainable.
Bill Klaproth (host): I love that hassle map because it's a hassle, Right. So that's what you're finding this experience for our consumers is there's a hassle, it's a process. So Jamey let me ask you then how have you simplified the consumer experience at advocate Aurora Health?
Jamey Sheils: So we've been doing quite a bit of work to really create seamless connections. So we have a digital platform. that we've introduced to our consumers called LiveWell makes it very easy for them to log in. get their information. They can do all the things that Kelly Jo referenced. They can schedule those appointments. They can get a quick care visit with a virtual, quick care visit. They can also look at health and wellness information. You need recipe for dinner. We've got that for you, but you need a guided meditation. We can do that too. That platform really starts to create a single destination for consumers. To start to not only transact with us, but engage with us as well. And again, not just around sick care, but a much broader look at overall health and wellness.
Bill Klaproth (host): So this is a management system you've put together basically? Is that right?
Jamey Sheils: It's a single digital platform. So whether. you're using a mobile app or you're on a website, you Can log in or not. We have guest access, so people don't have to be a patient. They don't have to be affiliated with advocate Aurora Health to have access to those tools.
Bill Klaproth (host): You've removed the friction from the process basically How long did it take you to do. this or put this thing together? It sounds great.
Jamey Sheils: We've been working on this. for about three years, which has been good. And it's been that journey that A lot of health systems. go on. You start with your health record, you've got that transactional tools that the health record provides. And over the last several years. we've been adding layers of health and wellness onto it, Again, to simplify that process. It's a one-stop shop. It's omni-channel if you will, again, if you're doing it On your tablet. if you're on a mobile device, if you're moving to a website, it's the same experience. So depending on where you are and what you're trying to do again, one place to go to do all those things.
Bill Klaproth (host): Yeah. And Kelly, Jo, what have the results been so far?
Kelly Jo Golson: The results have been phenomenal and I'll share a few things in the one thing I also bill wanted to add is certainly we are setting out to improve the consumer experience to make it personalized, to make it simplified. But we also know this will allow us to improve the health outcomes. Preventative medicine. We know who you are. If we know you're predisposed for diabetes. obesity, Whatever the case. may be, and that we're able to connect with you proactively to serve you up the information, the recipes, the advice, the guidance check in with you. we're also tracking the impact we're able to have on health outcomes, but so far, our success has been great. We've got about 1.5 million downloads of the app.
so we've, had some really great response and we know this is going across all socioeconomics and you know where at one point folks thought it was just millennials who sought to use that app. We mail know that, that it's cutting across all ages and the utilization is really up. That's perhaps or more excited about than anything. It's not just the downloads, but we've seen about a 400% increase in the daily and weekly engagement. So our users are coming back.
Bill Klaproth (host): Wow, that's amazing. And I love how you said it improves health outcomes. It seems like that's the bottom line benefit of this is people are able to access the health information they need, make appointments easier and generally improve their health through this app because you're making the process easier. Is that fair to
Kelly Jo Golson: Absolutely.
Bill Klaproth (host): Wow. 1.5 million downloads. That's crazy. Wow. Okay. Last. question. And thank you so much for your time. Kelly, Jo, I'll ask you first. what can have someone listening to this going, I want to do that. How do you start this process? How do you even begin to go down this road?
Kelly Jo Golson: Well, for consumers we'll say, anyone that's listening. You too can download our LiveWell app. So regardless of age, Regardless of what market. you live in, we now. we have that available so you can access great. health and wellness information, but I think it all starts with consumer insights and I, and I will just say for us, that was paramount of understanding the consumer needs. Understanding their trends, the utilization trends and building something that was going to best meet those needs. So I think first and foremost, always go to your consumers, always go to your patients and better understand what they're seeking and how you can best serve those
Bill Klaproth (host): Yeah. I love that. So thank you for saying that download the LiveWell app and you can see it in action and see what you've done and you can go, wow, this is okay. It can do this. It can do that. So it's kind of a good roadmap. Is that right? Jamey and final thoughts from you
Jamey Sheils: as well?
Yeah. And I would agree. with that as you get that experience and This idea. of liberating the identity, it's not just a health record app. It's a health and wellness engagement app. And it really will help you get a better control over that clinical activity, as well as the health and wellness activity. And as Kelly Jo said, we're looking at how we empower consumers to live well. Hence the LiveWell name there. And that's what that, that platform is designed to do.
Bill Klaproth (host): It's aptly named. I love it. That's great. So download the LiveWell app. thank you for sharing your story with us. This has really been insightful and it seems like something we all should do a roadmap for the industry to follow. So Kelly Jo thank you so much for being here.
Kelly Jo Golson: Thank you. Thank you.
Bill Klaproth (host): Jamey, thank you for being here as well. We appreciate the time.
Jamey Sheils: Thank you.
Bill Klaproth (host): And make sure you sign up for this year's SHSMD Virtual Conference, October 12th, 2022 plus on demand through the end of the year, the virtual conference will feature access to 50 plus sessions recorded from the September in-person annual conference. Plus all new live sessions, just go to SHSMD.oRg. That's S H S M D.org/virtual to learn more and to get registered. And please join us at the next SHSMD Connections, annual conference September, 2023 in Chicago. And if you found this podcast helpful, please share it on your social channels and find access to our full podcast library at SHSMD.org/podcasts. I'm Bill Klaproth. As always, thanks for listening.
Liberating the Consumer Identity to Drive Engagement & Transform Outcomes
Bill Klaproth (host): This is a special podcast produced onsite at SHSMD Connections 2022 as we talk with keynote speakers and session leaders direct from the show floor. I'm Bill Klaproth and with me is Jamey Shiels system, vice president. of consumer experience at Advocate Aurora Health. Jamey, thank you for being here.
Jamey Sheils: It's a pleasure. Thanks for having me.
Bill Klaproth (host): You betcha and Kelly Jo Golson. She is the chief brand and consumer experience officer at Advocate Aurora Health Kelly Jo welcome.
Kelly Jo Golson: Thanks Bill. Thanks for having us.
Bill Klaproth (host): Absolutely. So we're going to talk about liberating the consumer Identity to drive engagement and transform outcomes. Kelly, Jo, let me start with you. So why has the patient experience become difficult for consumers to manage their health and wellness?
Kelly Jo Golson: Well and I think it's beyond just the patient experience, the experience of consumers to begin with as you're navigating the world across multiple channels that are so disconnected. Even just in your, outside of healthcare, you might be going from your laptop to your smartwatch, to your iPhone, to a tablet and very disconnected and discombobulated. And we were starting to find the same thing in healthcare, whether I was trying to make an appointment to come in for a diagnostic for a primary care visit, I'm seeking test results, I want to chat with my physician. I want to do a virtual visit, having to connect in these disparate ways, and really just creating this hassle For consumers, has been unattainable.
Bill Klaproth (host): I love that hassle map because it's a hassle, Right. So that's what you're finding this experience for our consumers is there's a hassle, it's a process. So Jamey let me ask you then how have you simplified the consumer experience at advocate Aurora Health?
Jamey Sheils: So we've been doing quite a bit of work to really create seamless connections. So we have a digital platform. that we've introduced to our consumers called LiveWell makes it very easy for them to log in. get their information. They can do all the things that Kelly Jo referenced. They can schedule those appointments. They can get a quick care visit with a virtual, quick care visit. They can also look at health and wellness information. You need recipe for dinner. We've got that for you, but you need a guided meditation. We can do that too. That platform really starts to create a single destination for consumers. To start to not only transact with us, but engage with us as well. And again, not just around sick care, but a much broader look at overall health and wellness.
Bill Klaproth (host): So this is a management system you've put together basically? Is that right?
Jamey Sheils: It's a single digital platform. So whether. you're using a mobile app or you're on a website, you Can log in or not. We have guest access, so people don't have to be a patient. They don't have to be affiliated with advocate Aurora Health to have access to those tools.
Bill Klaproth (host): You've removed the friction from the process basically How long did it take you to do. this or put this thing together? It sounds great.
Jamey Sheils: We've been working on this. for about three years, which has been good. And it's been that journey that A lot of health systems. go on. You start with your health record, you've got that transactional tools that the health record provides. And over the last several years. we've been adding layers of health and wellness onto it, Again, to simplify that process. It's a one-stop shop. It's omni-channel if you will, again, if you're doing it On your tablet. if you're on a mobile device, if you're moving to a website, it's the same experience. So depending on where you are and what you're trying to do again, one place to go to do all those things.
Bill Klaproth (host): Yeah. And Kelly, Jo, what have the results been so far?
Kelly Jo Golson: The results have been phenomenal and I'll share a few things in the one thing I also bill wanted to add is certainly we are setting out to improve the consumer experience to make it personalized, to make it simplified. But we also know this will allow us to improve the health outcomes. Preventative medicine. We know who you are. If we know you're predisposed for diabetes. obesity, Whatever the case. may be, and that we're able to connect with you proactively to serve you up the information, the recipes, the advice, the guidance check in with you. we're also tracking the impact we're able to have on health outcomes, but so far, our success has been great. We've got about 1.5 million downloads of the app.
so we've, had some really great response and we know this is going across all socioeconomics and you know where at one point folks thought it was just millennials who sought to use that app. We mail know that, that it's cutting across all ages and the utilization is really up. That's perhaps or more excited about than anything. It's not just the downloads, but we've seen about a 400% increase in the daily and weekly engagement. So our users are coming back.
Bill Klaproth (host): Wow, that's amazing. And I love how you said it improves health outcomes. It seems like that's the bottom line benefit of this is people are able to access the health information they need, make appointments easier and generally improve their health through this app because you're making the process easier. Is that fair to
Kelly Jo Golson: Absolutely.
Bill Klaproth (host): Wow. 1.5 million downloads. That's crazy. Wow. Okay. Last. question. And thank you so much for your time. Kelly, Jo, I'll ask you first. what can have someone listening to this going, I want to do that. How do you start this process? How do you even begin to go down this road?
Kelly Jo Golson: Well, for consumers we'll say, anyone that's listening. You too can download our LiveWell app. So regardless of age, Regardless of what market. you live in, we now. we have that available so you can access great. health and wellness information, but I think it all starts with consumer insights and I, and I will just say for us, that was paramount of understanding the consumer needs. Understanding their trends, the utilization trends and building something that was going to best meet those needs. So I think first and foremost, always go to your consumers, always go to your patients and better understand what they're seeking and how you can best serve those
Bill Klaproth (host): Yeah. I love that. So thank you for saying that download the LiveWell app and you can see it in action and see what you've done and you can go, wow, this is okay. It can do this. It can do that. So it's kind of a good roadmap. Is that right? Jamey and final thoughts from you
Jamey Sheils: as well?
Yeah. And I would agree. with that as you get that experience and This idea. of liberating the identity, it's not just a health record app. It's a health and wellness engagement app. And it really will help you get a better control over that clinical activity, as well as the health and wellness activity. And as Kelly Jo said, we're looking at how we empower consumers to live well. Hence the LiveWell name there. And that's what that, that platform is designed to do.
Bill Klaproth (host): It's aptly named. I love it. That's great. So download the LiveWell app. thank you for sharing your story with us. This has really been insightful and it seems like something we all should do a roadmap for the industry to follow. So Kelly Jo thank you so much for being here.
Kelly Jo Golson: Thank you. Thank you.
Bill Klaproth (host): Jamey, thank you for being here as well. We appreciate the time.
Jamey Sheils: Thank you.
Bill Klaproth (host): And make sure you sign up for this year's SHSMD Virtual Conference, October 12th, 2022 plus on demand through the end of the year, the virtual conference will feature access to 50 plus sessions recorded from the September in-person annual conference. Plus all new live sessions, just go to SHSMD.oRg. That's S H S M D.org/virtual to learn more and to get registered. And please join us at the next SHSMD Connections, annual conference September, 2023 in Chicago. And if you found this podcast helpful, please share it on your social channels and find access to our full podcast library at SHSMD.org/podcasts. I'm Bill Klaproth. As always, thanks for listening.