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Change Healthcare Teams Up with Adobe and Microsoft to Put the "Consumer" in Healthcare Consumer Engagement

10 May 18

Today Change Healthcare announced its plans for a collaboration with Adobe and Microsoft that will bring providers a more effective way to give patients the exceptional experience they want. By uniting engagement orchestration proven to work in consumer marketing with industry leading healthcare IT across the continuum of care, providers can compete on the strength of their patient relationships, beyond their existing quality and cost effectiveness capabilities.

This new, visionary approach to consumer engagement is needed because existing methods aren't working. An ORC International study concluded healthcare stakeholders are investing heavily in engagement strategies and technologies, but only one-fifth of consumers said their experiences improved, and another fifth said their experiences worsened. Even the most-accessed patient engagement solutions are used by just a third of consumers.

Change Healthcare is now working with Adobe and Microsoft to build a joint solution leveraging the Change Healthcare Intelligent Healthcare Network™, Adobe Experience Cloud, and Microsoft Azure to provide patients with significantly improved healthcare experiences. The solution is expected to collect, aggregate, and activate consumer data from disparate healthcare IT sources, including EHRs, registration, scheduling, billing, and other mission-critical applications, while taking care to respect patient confidentiality and privacy.

"This unique collaboration is all about helping our customers put the consumer first," said Neil de Crescenzo, president and CEO of Change Healthcare. "Bolting transactional features onto portals can't provide the frictionless, end-to-end experience consumers want. That ideal can be met only when providers can infuse and orchestrate intelligence into touchpoints across healthcare's administrative, clinical, and financial continuum. This alliance aims to merge the finest consumer capabilities with unrivaled healthcare data, AI-enhanced workflows, and operational expertise—and that's the key to help providers keep patients connected with care and wellness solutions throughout their healthcare journey."

Once delivered, providers will be able to use the solution as part of their revenue cycle and patient relationship management (PRM) initiatives to coordinate and personalize multi-channel engagement campaigns, develop and manage content, and analyze results the same way retailers activate consumers. The big difference: instead of promoting a buying experience, these technologies and related services will help provide a better healthcare experience.

"Patients today expect the same seamless, personalized experiences with healthcare providers they already know from other consumer brands," said Matt Thompson, executive vice president of worldwide field operations, Adobe. "By collaborating with Microsoft and Change Healthcare, a

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