For Customer Experience Professionals

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	November 4, 2009 PHRs: Scant Penetration And Lots Of Confusion Consumers Report On Which Personal Health Records They're Using by Elizabeth Boehm with Vidya L. Drego, Bruce D. Temkin, Rachel Zinser, William Chu	Average: 10  (6 ratings)

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Executive Summary

In a recent Forrester survey, almost one-third of consumers reported having a personal health record (PHR) — the vast majority of which are from their health plan. Forrester doesn't believe it. These high adoption levels don't jibe with either past surveys or adoption levels reported by health plans. So what gives? Forrester believes that consumers are confused about what PHRs are and the value they offer — and that customer experience professionals need to help sort them out. To boost consumer engagement with PHRs, health plans must agree on a standard PHR definition, couple PHRs with a value that has immediate and tangible benefit to consumers, and address lingering portability concerns.

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