{"id":25431,"date":"2025-08-25T13:35:52","date_gmt":"2025-08-25T18:35:52","guid":{"rendered":"https:\/\/league.com\/resources\/des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante\/"},"modified":"2026-04-13T21:05:37","modified_gmt":"2026-04-14T02:05:37","slug":"des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante","status":"publish","type":"resource","link":"https:\/\/league.com\/fr\/blog\/des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante\/","title":{"rendered":"Des portails aux plateformes&nbsp;: r\u00e9inventer l&rsquo;exp\u00e9rience des soins de sant\u00e9"},"content":{"rendered":"\n<section class=\"wp-block-e25m-section bs-section bs-section-03fd44ce9e0aa04a44d2ac9bd75551de83c2f864 bs-section---default bs-section--blog-inner-banner\"><style>.bs-section.bs-section-03fd44ce9e0aa04a44d2ac9bd75551de83c2f864{ background-color: #e1e7fe;} <\/style><div class=\"container\">\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default\">\n<div class=\" bs-column col-sm-12 col-md-12  col-lg-6 col-xl-6   bs-column-dc207316cc818c792cb045815369fed2cd51ccbb bs-column---default     \"><div class=\"wp-block-post-date has-text-color has-quiet-abyss-color\"><time datetime=\"2025-08-25T13:35:52-05:00\">Ao\u00fbt 25, 2025<\/time><\/div>\n\n<div class=\"resource-post-header \">\n\n            <div class=\"resource-breadcrumbs\">\n                <a class=\"resource-breadcrumbs__item\" href=\"https:\/\/league.com\/resources\">Toutes les ressources<\/a>\n                <span class=\"resource-breadcrumbs__item resource-name\">Blog<\/span>\n            <\/div>\n        \n<h1 class=\"wp-block-post-title has-text-color has-praise-shadow-color\">Des portails aux plateformes&nbsp;: r\u00e9inventer l&rsquo;exp\u00e9rience des soins de sant\u00e9<\/h1>\n<\/div>\n\n\n<div class=\"resource-post-meta \">\n\n            <div class=\"has-text-color has-quiet-abyss-color wp-block-post-date custom-post-date\">\n                <time datetime=\"2025-08-25T13:35:52-05:00\">25\/08\/2025<\/time>\n            <\/div>\n        \n<div class=\"wp-block-post-author has-text-color has-quiet-abyss-color\"><div class=\"wp-block-post-author__content\"><p class=\"wp-block-post-author__byline\">Par<\/p><p class=\"wp-block-post-author__name\">League<\/p><\/div><\/div>\n<\/div>\n\n\n<div class=\"read-time \"><\/div>\n<\/div>\n\n\n\n<div class=\" bs-column col-sm-12 col-md-12  col-lg-6 col-xl-6   bs-column-dc207316cc818c792cb045815369fed2cd51ccbb bs-column---default     \"><figure class=\"wp-block-post-featured-image\"><img src=\"https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"\" style=\"object-fit:cover;\" srcset=\"https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all 840w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1-280x300.jpg?strip=all 280w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1-768x823.jpg?strip=all 768w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all&amp;w=168 168w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all&amp;w=336 336w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all&amp;w=504 504w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all&amp;w=672 672w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all&amp;w=450 450w\" sizes=\"(max-width: 840px) 100vw, 840px\" \/><\/figure><\/div>\n<\/div>\n<\/div><\/section>\n\n<section class=\"wp-block-e25m-section bs-section bs-section-786ae615426165a986a34f67161099cd28d93d90 bs-section---default bs-section--blog-inner-content\"><div class=\"container\">\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default\">\n<div class=\" bs-column col-sm-12 col-lg-6   bs-column-deed9160c76b106423f4bd067b250219f13fb02a bs-column---default     \">\t<div class=\"blog-type-wrapper\">\n\t\t<a href=\"https:\/\/league.com\/fr\/blog-category\/cx-transformation\/\"><span>CX Transformation<\/span><\/a>\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default bs-row--blog-inner-social-row\">\n<div class=\" bs-column col-sm-12   bs-column-f64372edce3ddd0249ba8f12864bf72d228c9f66 bs-column---default bs-column--social-share     \">\n<div class=\"heateor_sss_sharing_container heateor_sss_horizontal_sharing\" data-heateor-ss-offset=\"0\" data-heateor-sss-href='https:\/\/league.com\/fr\/blog\/des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante\/'><div class=\"heateor_sss_sharing_ul\"><a aria-label=\"Copy Link\" class=\"heateor_sss_button_copy_link\" title=\"Copy Link\" rel=\"noopener\" href=\"https:\/\/league.com\/fr\/blog\/des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante\/\" onclick=\"event.preventDefault()\" 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height=\"100%\" viewBox=\"0 0 32 32\"><path fill=\"#fff\" d=\"M28 16c0-6.627-5.373-12-12-12S4 9.373 4 16c0 5.628 3.875 10.35 9.101 11.647v-7.98h-2.474V16H13.1v-1.58c0-4.085 1.849-5.978 5.859-5.978.76 0 2.072.15 2.608.298v3.325c-.283-.03-.775-.045-1.386-.045-1.967 0-2.728.745-2.728 2.683V16h3.92l-.673 3.667h-3.247v8.245C23.395 27.195 28 22.135 28 16Z\"><\/path><\/svg><\/span><\/a><\/div><div class=\"heateorSssClear\"><\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default bs-row--blog-inner-content-row\">\n<div class=\" bs-column col-sm-12 col-md-12 col-lg-8 col-xl-8   bs-column-aad9af344baf7a48a1c6ad36df430276017bab9f bs-column---default bs-column--blog-inner-left-content     \">\n<p class=\"has-praise-shadow-color has-text-color has-link-color wp-elements-d01138161b0c35a811cef21177482ea1\"><strong>R\u00e9sum\u00e9<\/strong><\/p>\n\n\n\n<ul role=\"list\" class=\"wp-block-list\">\n<li>La demande des consommateurs pour des soins de sant\u00e9 num\u00e9riques int\u00e9gr\u00e9s s&rsquo;acc\u00e9l\u00e8re\u00a0: 85\u00a0% des consommateurs mentionnent une bonne exp\u00e9rience num\u00e9rique comme raison de renouveler leur r\u00e9gime d&rsquo;assurance maladie.<\/li>\n\n\n\n<li>Les plateformes int\u00e9gr\u00e9es et personnalis\u00e9es m\u00e8nent \u00e0 de meilleurs r\u00e9sultats financiers. Les organisations qui privil\u00e9gient l&rsquo;exp\u00e9rience client connaissent une croissance de la rentabilit\u00e9 six fois sup\u00e9rieure et des revenus suppl\u00e9mentaires de plus d&rsquo;un milliard de dollars gr\u00e2ce aux am\u00e9liorations, tandis que les plateformes unifi\u00e9es assurent l&rsquo;accroissement de l&rsquo;engagement des membres, de la fid\u00e9lisation et des \u00e9conomies op\u00e9rationnelles importantes.<\/li>\n\n\n\n<li>Les anciens portails pour les membres qui mettent l&rsquo;accent uniquement sur les transactions et fournissent des informations statiques sont inad\u00e9quats. Les portails pour les membres modernes, personnalis\u00e9s, proactifs et int\u00e9gr\u00e9s dans tous les canaux sont le fondement de la confiance, de la fid\u00e9lisation, des renouvellements et de meilleures \u00e9valuations. En s&rsquo;appuyant sur cette base avec des plateformes d&rsquo;engagement omnicanales aliment\u00e9es par l&rsquo;IA, on atteint le prochain niveau d&rsquo;impact.<\/li>\n<\/ul>\n\n\n<div class=\"separator--long   \">\n    <hr>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Les dirigeants des r\u00e9gimes d&rsquo;assurance maladie sont confront\u00e9s \u00e0 une dure r\u00e9alit\u00e9\u00a0: les membres s&rsquo;attendent d\u00e9sormais au m\u00eame service continu et personnalis\u00e9 en mati\u00e8re de soins de sant\u00e9 que lorsqu&rsquo;ils r\u00e9servent des voyages ou font des achats en ligne. Ce n&rsquo;est pas qu&rsquo;une question de suivre les tendances, mais de survivre dans un march\u00e9 o\u00f9 <a href=\"https:\/\/www.businesswire.com\/news\/accueil\/20250408725918\/en\/Poor-Member-Digital-Experience-Weighs-Heavily-on-Health-Insurers-J.D.-Power-Finds\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">85\u00a0% des consommateurs mentionnent une bonne exp\u00e9rience num\u00e9rique comme raison de renouveler leur r\u00e9gime d&rsquo;assurance maladie<\/a>.<\/p>\n\n\n\n<p>L&rsquo;ancienne strat\u00e9gie qui consiste \u00e0 utiliser des solutions ponctuelles universelles alli\u00e9es \u00e0 une approche occasionnelle ne fonctionne plus. Les r\u00e9gimes d&rsquo;assurance maladie intelligents cr\u00e9ent des exp\u00e9riences modernes et int\u00e9gr\u00e9es pour les membres, transformant des points de contact fragment\u00e9s en relations continues et personnalis\u00e9es. Les r\u00e9sultats parlent d\u2019eux-m\u00eames : les organisations qui donnent la priorit\u00e9 \u00e0 l&rsquo;exp\u00e9rience du consommateur obtiennent une croissance de la rentabilit\u00e9 de six fois plus \u00e9lev\u00e9e d&rsquo;une ann\u00e9e sur l&rsquo;autre.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pourquoi les mod\u00e8les centr\u00e9s sur le consommateur ne sont plus optionnels<\/strong><\/h2>\n\n\n\n<p>Les perturbateurs de march\u00e9, tels que <a href=\"https:\/\/www.surest.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Surest<\/a> et <a href=\"https:\/\/www.coupehealth.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Coupe<\/a>, \u00e9l\u00e8vent la barre des exp\u00e9riences de soins de sant\u00e9. Ils offrent une exp\u00e9rience ax\u00e9e sur les consommateurs, inspir\u00e9e des secteurs de la vente au d\u00e9tail et de la technologie, ce qui oblige les r\u00e9gimes d&rsquo;assurance maladie traditionnels \u00e0 rivaliser sur les plans de la commodit\u00e9 et de la personnalisation. Dans un march\u00e9 o\u00f9 les consommateurs recherchent <a href=\"https:\/\/www.pwc.com\/us\/en\/industries\/health-industries\/library\/healthcare-consumer-insights-survey.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">des soins de sant\u00e9 abordables, adapt\u00e9s et accessibles<\/a>, une bonne exp\u00e9rience num\u00e9rique est un facteur de diff\u00e9renciation cl\u00e9.<\/p>\n\n\n\n<p>La pertinence commerciale est \u00e9vidente. Les entreprises en t\u00eate dans la personnalisation de l&rsquo;exp\u00e9rience client augmentent leurs revenus <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2021\/08\/16\/10-stats-that-show-the-power-of-the-cx-industry\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">jusqu&rsquo;\u00e0 15\u00a0%<\/a>. Fait encore plus marquant\u00a0: les consommateurs sont pr\u00e8s <a href=\"https:\/\/nrchealth.com\/blog\/a-new-era-of-trust-nrc-healths-2025-experience-perspective-report-reveals-insights-to-elevate-the-healthcare-experience\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">de 300\u00a0% plus susceptibles de recommander une organisation de sant\u00e9<\/a> lorsqu&rsquo;ils lui font confiance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-praise-shadow-color has-text-color has-link-color wp-elements-b1393a1c510a42fb1197793adbeb42a8\"><strong>Red\u00e9finir l\u2019acc\u00e8s gr\u00e2ce \u00e0 des exp\u00e9riences connect\u00e9es<\/strong><\/h2>\n\n\n\n<p>De nombreuses solutions cibl\u00e9es des portails pour les membres souffrent de ce que nous appelons la \u00ab\u00a0portaillite\u00a0\u00bb\u00a0: les membres g\u00e8rent plusieurs connexions pour acc\u00e9der \u00e0 leurs informations de sant\u00e9, \u00e0 leurs analyses de laboratoire, \u00e0 leur pharmacie et \u00e0 leurs r\u00e9clamations.  <\/p>\n\n\n\n<p>Les r\u00e9gimes d&rsquo;assurance maladie intelligents passent \u00e0 la porte d&rsquo;entr\u00e9e num\u00e9rique 2.0\u00a0: des plateformes int\u00e9gr\u00e9es qui relient tous les points de contact des membres. Cela signifie :<\/p>\n\n\n\n<p><strong>\u00c9cosyst\u00e8me hyperpersonnalis\u00e9 et proactif\u00a0:<\/strong> Une porte d&rsquo;entr\u00e9e num\u00e9rique 2.0 est un syst\u00e8me int\u00e9gr\u00e9, personnalis\u00e9 et proactif, et non seulement un classeur num\u00e9rique. Il unifie tous les points de contact num\u00e9riques, de la prise de rendez-vous aux dossiers m\u00e9dicaux, en une exp\u00e9rience transparente au sein d&rsquo;une seule plateforme.<\/p>\n\n\n\n<p>L&rsquo;<strong>IA pour guider les parcours de sant\u00e9 des utilisateurs :<\/strong> ce syst\u00e8me utilise l&rsquo;IA et les donn\u00e9es pour anticiper et guider le parcours de sant\u00e9 d&rsquo;une personne. Au lieu que l&rsquo;utilisateur doive rechercher de l&rsquo;information, la plateforme envoie de mani\u00e8re proactive des incitations personnalis\u00e9es, telles qu&rsquo;un rappel pour un bilan de sant\u00e9 annuel, en fonction de ses donn\u00e9es de sant\u00e9 individuelles.<\/p>\n\n\n\n<p><strong>Libre-service de bout en bout\u00a0:<\/strong> La plateforme offre des capacit\u00e9s en libre-service compl\u00e8tes. Les utilisateurs peuvent effectuer une large gamme de t\u00e2ches, comme prendre des rendez-vous, remplir des formulaires de pr\u00e9-visite, envoyer des messages \u00e0 leur \u00e9quipe de soins et payer des factures, le tout \u00e0 partir d&rsquo;un seul endroit pratique. Cela \u00e9limine la n\u00e9cessit\u00e9 d&rsquo;utiliser plusieurs applications ou de passer des appels t\u00e9l\u00e9phoniques.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Personnaliser les parcours de sant\u00e9 gr\u00e2ce \u00e0 l&rsquo;IA et aux donn\u00e9es<\/strong><\/h2>\n\n\n\n<p>Le secteur de la sant\u00e9 g\u00e9n\u00e8re plus de donn\u00e9es que tout autre secteur. <a href=\"https:\/\/league.com\/blog\/healthcare-data-explosion-cx-innovation\/#:~:text=Despite%20healthcare%20historically%20having%20the,by%202025.%C2%B2\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">On pr\u00e9voit une croissance annuelle de 36\u00a0% jusqu&rsquo;en\u00a02025<\/a>. La question n&rsquo;est pas de savoir si vous avez des donn\u00e9es; c&rsquo;est de savoir si vous pouvez les transformer en exp\u00e9riences personnalis\u00e9es pour les membres.<\/p>\n\n\n\n<p>Les principaux r\u00e9gimes d&rsquo;assurance maladie analysent les donn\u00e9es individuelles des membres plut\u00f4t que de larges segments de population. Cette approche individuelle combine les donn\u00e9es cliniques, l&rsquo;historique des r\u00e9clamations, les d\u00e9terminants sociaux et les pr\u00e9f\u00e9rences comportementales pour cr\u00e9er de v\u00e9ritables parcours de soins personnalis\u00e9s.<\/p>\n\n\n\n<p><strong>Engagement pr\u00e9dictif<\/strong>\u00a0: L&rsquo;IA rep\u00e8re les membres qui risquent de se d\u00e9sengager avant d&rsquo;abandonner. Les plateformes proposent des interventions cibl\u00e9es\u00a0: par exemple, un programme de gestion du diab\u00e8te pour un membre, des ressources en sant\u00e9 mentale pour un autre.<\/p>\n\n\n\n<p><strong>Int\u00e9gration des sciences comportementales<\/strong>: Les plateformes les plus efficaces int\u00e8grent la gamification, les techniques d&rsquo;entretien motivationnel et les m\u00e9canismes de preuve sociale. Les membres sont trois fois plus susceptibles de participer \u00e0 des programmes de sant\u00e9 lorsque l\u2019IA alimente la personnalisation.<\/p>\n\n\n\n<p><strong>Adaptation en temps r\u00e9el<\/strong>\u00a0: Les plateformes modernes tirent des enseignements de chaque interaction, perfectionnant continuellement les recommandations et le moment id\u00e9al de l&rsquo;approche pour chaque membre.<\/p>\n\n\n\n<p>En int\u00e9grant la science comportementale \u00e0 la personnalisation aliment\u00e9e par l&rsquo;IA, un r\u00e9gime d&rsquo;assurance maladie a enregistr\u00e9 en moyenne <a href=\"https:\/\/league.com\/fr\/newsroom\/arcadia-sassocie-a-league-pour-favoriser-lengagement-en-sante-grace-a-lia-et-aux-donnees-longitudinales\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">un taux de r\u00e9alisation des activit\u00e9s de sant\u00e9 de 54\u00a0% sup\u00e9rieur<\/a> que pour les campagnes de sensibilisation g\u00e9n\u00e9rales.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>De points de contact transactionnels aux relations \u00e0 long terme<\/strong><\/h2>\n\n\n\n<p>La plupart des r\u00e9gimes d&rsquo;assurance maladie fonctionnent toujours selon un mod\u00e8le transactionnel\u00a0: envoyez des rappels \u00e0 l&rsquo;apparition de lacunes en soins, puis arr\u00eatez. Cette approche discontinue passe \u00e0 c\u00f4t\u00e9 d&rsquo;une occasion plus importante, soit instaurer la confiance gr\u00e2ce \u00e0 un engagement continu et empathique.<\/p>\n\n\n\n<p><strong>Instaurer la confiance<\/strong>\u00a0: <a href=\"https:\/\/www.prnewswire.com\/news-releases\/redefining-personalization--new-health-plan-research-shows-the-future-of-member-engagement-superior-outcomes-and-improved-consumer-experience-302438391.html#:~:text=,engagement%20des%20membres%20et%20r&#xE9;sultats%20am&#xE9;lior&#xE9;s\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">84\u00a0% des r\u00e9gimes d&rsquo;assurance maladie mentionnent la motivation des membres comme leur plus grand obstacle \u00e0 l&rsquo;engagement<\/a>. Le v\u00e9ritable d\u00e9fi n&rsquo;est pas la motivation, mais la confiance. Les membres qui se m\u00e9fient de leur r\u00e9gime d&rsquo;assurance maladie ne s&rsquo;engageront pas, peu importe le degr\u00e9 de sophistication de vos efforts de sensibilisation.<\/p>\n\n\n\n<p><strong>Prise en charge globale de la personne<\/strong>\u00a0: Les mod\u00e8les fond\u00e9s sur les relations abordent les d\u00e9terminants sociaux en plus des besoins cliniques. Il pourrait s&rsquo;agir de relier les membres aux services de transport, d&rsquo;aider avec les programmes d&rsquo;assistance pour les m\u00e9dicaments sur ordonnance ou d&rsquo;assurer une orientation vers des soins adapt\u00e9s \u00e0 la culture.<\/p>\n\n\n\n<p><strong>Valeur continue<\/strong>\u00a0: Au lieu d&rsquo;intervenir seulement lorsqu&rsquo;un probl\u00e8me survient, les plateformes performantes apportent une valeur continue. Les conseils de sant\u00e9 hebdomadaires, les d\u00e9fis de bien-\u00eatre saisonniers et les suivis proactifs fid\u00e9lisent au fil du temps.<\/p>\n\n\n\n<p><strong>Int\u00e9gration de l&rsquo;\u00e9quipe de soins<\/strong>\u00a0: L&rsquo;\u00e9volution vers des mod\u00e8les de soins fond\u00e9s sur la valeur soutient cette approche relationnelle. Lorsque les incitations financi\u00e8res sont align\u00e9es sur les r\u00e9sultats des membres plut\u00f4t que sur le volume, les r\u00e9gimes d&rsquo;assurance maladie investissent dans la coordination des soins et l&rsquo;engagement continu.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pourquoi l&rsquo;exp\u00e9rience du consommateur est le moteur de la croissance<\/strong><\/h2>\n\n\n\n<p>Une excellente exp\u00e9rience client ne se r\u00e9sume pas \u00e0 la satisfaction\u00a0: c&rsquo;est un moteur de croissance. Les plans qui offrent une exp\u00e9rience num\u00e9rique sup\u00e9rieure constatent des r\u00e9percussions commerciales mesurables\u00a0:<\/p>\n\n\n\n<p><strong>Fid\u00e9lisation des membres<\/strong>\u00a0: Un taux de satisfaction num\u00e9rique \u00e9lev\u00e9 correspond au <a href=\"https:\/\/www.jdpower.com\/business\/press-releases\/2024-us-healthcare-digital-experience-study\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">taux de renouvellement de 89\u00a0% de Medicare<\/a>. Les mauvaises exp\u00e9riences entra\u00eenent l&rsquo;abandon, un tiers des membres \u00e9tant \u00ab\u00a0tr\u00e8s susceptibles\u00a0\u00bb de changer de r\u00e9gime chaque ann\u00e9e.<\/p>\n\n\n\n<p><strong>\u00c9valuation par \u00e9toiles<\/strong>\u00a0: Les CMS ont doubl\u00e9 le poids des mesures de satisfaction dans le syst\u00e8me d&rsquo;\u00e9valuation par \u00e9toiles de Medicare. L\u2019am\u00e9lioration de l\u2019exp\u00e9rience des membres se traduit directement par des primes de qualit\u00e9 et des avantages concurrentiels.<\/p>\n\n\n\n<p><strong>Acquisition de nouveaux membres\u00a0:<\/strong> <a href=\"https:\/\/www.mckinsey.com\/industries\/healthcare\/our-insights\/digital-engagement-now-typifies-the-medicare-advantage-experience#:~:text=Image%3A%20In%20addition%20to%20engaging,brokers%20digitally%20or%20by%20phone\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">40\u00a0% des consommateurs de soins de sant\u00e9 utilisent des outils num\u00e9riques ou veulent se faire aider d&rsquo;un courtier en ligne pour choisir des r\u00e9gimes d&rsquo;assurance maladie<\/a>. Les r\u00e9gimes qui se distinguent par des exp\u00e9riences omnicanales et les approches personnalis\u00e9es attirent les membres des concurrents.<span id=\"docs-internal-guid-b927a276-7fff-605e-9b6b-f3a6f02b308b\"><div><span style=\"font-size: 11pt; font-family: Arial, sans-serif; background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline;\"><\/span><\/div><\/span><strong>Efficacit\u00e9 op\u00e9rationnelle<\/strong>: Les plateformes unifi\u00e9es r\u00e9duisent le volume des centres d&rsquo;appels, automatisent les transactions courantes et permettent au personnel de se concentrer sur les interactions de grande valeur. Un r\u00e9gime de sant\u00e9 a rapport\u00e9 des \u00e9conomies <a href=\"https:\/\/league.com\/fr\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">de consolidation technologique d\u00e9passant 10 M$<\/a> apr\u00e8s la mise en place d\u2019une plateforme CX compl\u00e8te. la gestion des soins, la gestion des dossiers, la sensibilisation des patients et le marketing num\u00e9rique.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ce qui freine les organisations \u2014 et comment aller de l\u2019avant<\/strong><\/h2>\n\n\n\n<p>La plupart des donn\u00e9es relatives aux r\u00e9gimes de sant\u00e9 existent dans diff\u00e9rents syst\u00e8mes. La cr\u00e9ation d&rsquo;un \u00ab\u00a0dossier en or\u00a0\u00bb qui r\u00e9unit tous les identifiants des membres reste rare, mais de plus en plus essentielle.<\/p>\n\n\n\n<p><strong>D\u00e9fis li\u00e9s \u00e0 l&rsquo;int\u00e9gration des donn\u00e9es<\/strong>\u00a0: Les syst\u00e8mes existants et les silos des prestataires emp\u00eachent la consolidation des donn\u00e9es n\u00e9cessaire \u00e0 une v\u00e9ritable personnalisation. Les plateformes CX modernes n\u00e9cessitent une architecture d&rsquo;origine des ressources d&rsquo;interop\u00e9rabilit\u00e9 en sant\u00e9 (FHIR) et des connexions API pr\u00e9d\u00e9finies aux syst\u00e8mes existants.<\/p>\n\n\n\n<p><strong>Confiance et transparence<\/strong>: Les membres partageront des donn\u00e9es pour des exp\u00e9riences personnalis\u00e9es, mais seulement s&rsquo;ils comprennent qui les re\u00e7oit et quelle valeur ils en retirent. Des processus de consentement clairs et simples renforcent la confiance plut\u00f4t que la conformit\u00e9 l\u00e9gale.<\/p>\n\n\n\n<p><strong>Transformation culturelle<\/strong>\u00a0: La transformation num\u00e9rique est r\u00e9ussie lorsque les organisations adoptent le changement culturel parall\u00e8lement \u00e0 la mise en \u0153uvre de la technologie. Cela exige l&rsquo;harmonisation de la direction, une collaboration interfonctionnelle et des cadres de gouvernance clairs.<\/p>\n\n\n\n<p><strong>Cr\u00e9er vs. Acheter vs. Collaborer<\/strong>: La plupart des r\u00e9gimes de sant\u00e9 ne disposent pas de l\u2019expertise interne n\u00e9cessaire pour cr\u00e9er des plateformes CX modernes de toutes pi\u00e8ces. Les partenariats strat\u00e9giques permettent une mise en \u0153uvre plus rapide tout en offrant un acc\u00e8s \u00e0 l\u2019innovation continue et \u00e0 la maintenance des plateformes.<\/p>\n\n\n\n<p>Les r\u00e9gimes d&rsquo;assurance maladie les plus efficaces commencent par une strat\u00e9gie d&rsquo;exp\u00e9rience des membres, puis s\u00e9lectionnent des partenaires technologiques capables de fournir des plateformes int\u00e9gr\u00e9es plut\u00f4t que des solutions ponctuelles.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Des exp\u00e9riences plus intelligentes gr\u00e2ce \u00e0 League<\/strong><\/h2>\n\n\n\n<p>Les organismes de sant\u00e9 qui excellent en exp\u00e9rience consommateur ont un point commun : ils sont pass\u00e9s d\u2019outils num\u00e9riques fragment\u00e9s \u00e0 des plateformes unifi\u00e9es qui placent les membres au centre de chaque interaction.<\/p>\n\n\n\n<p>League aide les r\u00e9gimes d&rsquo;assurance maladie \u00e0 transformer les exp\u00e9riences des membres gr\u00e2ce \u00e0 sa plateforme CX int\u00e9gr\u00e9e. Nous combinons des moteurs de personnalisation, un engagement omnicanal et la science comportementale pour stimuler la satisfaction, la fid\u00e9lisation et la croissance.<\/p>\n\n\n\n<p><a href=\"https:\/\/league.com\/fr\/apercu-de-la-plateforme\/\" target=\"_blank\" rel=\"noreferrer noopener\">D\u00e9couvrez comment la plateforme CX en sant\u00e9 de League<\/a> peut transformer votre strat\u00e9gie d\u2019exp\u00e9rience membre.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Questions fr\u00e9quemment pos\u00e9es<\/strong><\/h3>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Qu&rsquo;est-ce qu&rsquo;une plateforme de l&rsquo;exp\u00e9rience client en sant\u00e9?<\/strong><\/summary>\n<p>Une plateforme d\u2019exp\u00e9rience consommateur en soins de sant\u00e9 est une solution technologique unifi\u00e9e qui int\u00e8gre tous les points de contact des membres \u2014 applications mobiles, sites web, centres d\u2019appels et interactions en personne \u2014 en une seule exp\u00e9rience fluide. Ces plateformes combinent les donn\u00e9es des membres provenant de r\u00e9clamations, de dossiers cliniques et de d\u00e9terminants sociaux afin d&rsquo;offrir un engagement personnalis\u00e9 et proactif plut\u00f4t que des exp\u00e9riences de portail fragment\u00e9es.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Comment l\u2019IA am\u00e9liore-t-elle l\u2019engagement des membres dans les r\u00e9gimes d\u2019assurance maladie?<\/strong><\/summary>\n<p>L&rsquo;IA analyse de grandes quantit\u00e9s de donn\u00e9es sur les soins de sant\u00e9 en vue de pr\u00e9dire les besoins individuels des membres et de fournir des recommandations personnalis\u00e9es au bon moment. Il s&rsquo;agit notamment d&rsquo;identifier les membres qui risquent de se d\u00e9sengager, de sugg\u00e9rer des programmes de sant\u00e9 pertinents et d&rsquo;automatiser la sensibilisation aux lacunes en mati\u00e8re de soins. Les r\u00e9gimes d&rsquo;assurance maladie qui utilisent la personnalisation aliment\u00e9e par l&rsquo;IA rapportent, en moyenne, des taux de r\u00e9alisation des activit\u00e9s de sant\u00e9 de 54\u00a0% sup\u00e9rieur et des taux d&rsquo;engagement six fois plus \u00e9lev\u00e9s que les moyennes du secteur.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Pourquoi les r\u00e9gimes d&rsquo;assurance maladie passent-ils de solutions ponctuelles \u00e0 des plateformes int\u00e9gr\u00e9es?<\/strong><\/summary>\n<p>Les solutions ponctuelles traditionnelles entra\u00eenent la \u00ab\u00a0portaillite\u00a0\u00bb, la situation selon laquelle les membres doivent g\u00e9rer plusieurs connexions pour diff\u00e9rents services, sans le regroupement de leurs donn\u00e9es dans un seul syst\u00e8me. Les plateformes int\u00e9gr\u00e9es r\u00e8glent ce probl\u00e8me en offrant un acc\u00e8s par authentification unique \u00e0 tous les services de sant\u00e9, un contenu personnalis\u00e9 et un soutien proactif aux membres. Cette approche augmente la satisfaction et stimule le <a href=\"https:\/\/www.jdpower.com\/business\/press-releases\/2024-us-healthcare-digital-experience-study\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">taux de renouvellement de 89\u00a0%<\/a> observ\u00e9 chez les membres de Medicare ayant les meilleures exp\u00e9riences num\u00e9riques.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Quel retour sur investissement les r\u00e9gimes d&rsquo;assurance maladie peuvent-ils attendre de la transformation de l&rsquo;exp\u00e9rience des consommateurs?<\/strong><\/summary>\n<p>Les r\u00e9gimes d&rsquo;assurance maladie qui mettent en place des plateformes CX compl\u00e8tes rapportent plusieurs flux de valeur\u00a0: \u00e9conomies li\u00e9es \u00e0 la consolidation technologique, nouvelle g\u00e9n\u00e9ration de revenus et gains d&rsquo;efficacit\u00e9 op\u00e9rationnelle gr\u00e2ce \u00e0 la r\u00e9duction du volume d&rsquo;appels au centre d&rsquo;appels. De plus, la meilleure satisfaction des membres a une incidence directe sur les <a href=\"https:\/\/league.com\/fr\/cas-dutilisation\/classement-par-etoiles\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u00e9valuations par \u00e9toiles<\/a>, ce qui donne lieu \u00e0 des primes de qualit\u00e9 des CMS et \u00e0 des avantages concurrentiels dans l&rsquo;acquisition des membres.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>En quoi les exp\u00e9riences omnicanales influencent-elles la fid\u00e9lisation des membres?<\/strong><\/summary>\n<p>Les exp\u00e9riences omnicanales permettent aux membres d&rsquo;interagir via leurs canaux pr\u00e9f\u00e9r\u00e9s, soit par texto, courriel, applications mobiles ou t\u00e9l\u00e9phone, tout en maintenant un message coh\u00e9rent et personnalis\u00e9. Les recherches montrent que <a href=\"https:\/\/healthedge.com\/resources\/infographic\/health-insurance-today-the-current-state-of-member-satisfaction\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">88\u00a0% des membres affirment que l&rsquo;utilisation de leurs canaux de communication privil\u00e9gi\u00e9s augmenterait leur satisfaction<\/a>. Les r\u00e9gimes dot\u00e9s de strat\u00e9gies omnicanales sup\u00e9rieures connaissent des taux de renouvellement nettement plus \u00e9lev\u00e9s, un tiers des membres \u00e9tant \u00ab\u00a0tr\u00e8s susceptibles\u00a0\u00bb de changer de r\u00e9gime chaque ann\u00e9e lorsque les exp\u00e9riences sont d\u00e9cevantes.<\/p>\n<\/details>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-e25m-div bs-div bs-div-60bbd761892721467c97b1906d827f127fc365f9 bs-div---default bs-div--blog-inner-gated-block\"><style>.bs-div.bs-div-60bbd761892721467c97b1906d827f127fc365f9{ background-color: #250d53;} <\/style><div class=\"bs-div__inner     \">\n<div class=\"bs-blurb \"><div class=\"bs-blurb__container theme-\"><div class=\"bs-blurb__image\"><figure><picture><img class=\"none img-fluid\" src=\"https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/Blog-CTA-Image-Gated-AI-Exec-Summary-260-x-250.png?strip=all&w=1920\" alt=\"\"\/><\/picture><\/figure><\/div><div class=\"bs-blurb__eyebrow\"><span\/><\/div><div class=\"bs-blurb__title\"><h4><strong>Exploiter pleinement le potentiel CX de l&rsquo;IA<\/strong><\/h4><\/div><div class=\"bs-blurb__description\"><p>D\u00e9couvrez comment transformer l&rsquo;acc\u00e8s num\u00e9rique en actions intelligentes gr\u00e2ce \u00e0 des strat\u00e9gies d&rsquo;orchestration, de personnalisation bas\u00e9e sur les donn\u00e9es et de transformation de la main-d&rsquo;\u0153uvre dans le march\u00e9 concurrentiel d&rsquo;aujourd&rsquo;hui.<\/p><\/div><div class=\"bs-blurb__read-more\"><a class=\"bs-blurb__trigger\" href=\"https:\/\/league.com\/fr\/resource\/le-virage-strategique-vers-un-engagement-propulse-par-lia\/\" target=\"_blank\" rel=\"noopener noreferrer\">  Lire le guide  <\/a><\/div><\/div><\/div>\n<\/div><\/div>\n\n\n\n<p style=\"font-size:13px\"><\/p>\n<\/div>\n\n\n\n<div class=\" bs-column col-sm-12 col-md-12  col-lg-4 col-xl-4   bs-column-88d3ef2f2d5d799ef5ebf0228afb78c74ce8a6e3 bs-column---default   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subscribing!<\/p>`;\n                \n                form.innerHTML = html;\n\n            } catch (err) {\n                console.error('Form submission failed:', err);\n                alert('Something went wrong. Please try again in a moment.');\n            }\n        });\n\n        \/\/ populate country\/state\/city fields\n        var access_key = \"3855a2ac7eca70362de26603f2a0d08d\";\n        jQuery.ajax({\n            method: \"GET\",\n            type: \"JSON\",\n            url: \"\/\/api.ipstack.com\/check\" + \"?access_key=\" + access_key,\n            success: function (data) {\n                jQuery('.country input').val(data.country_name);\n                jQuery('.state input').val(data.region_name);\n            },\n            fail: function () {\n                console.info(\n                    \"Country and State are disabled due to failure in IP Stack call for IP to address geocoding\"\n                );\n            },\n        });\n    <\/script>\n    <style type=\"text\/css\">\n        .grecaptcha-badge {\n            width: 70px !important;\n            overflow: hidden !important;\n            transition: all 0.3s ease !important;\n            left: 4px !important;\n            right: unset !important;\n            z-index: 100;\n        }\n\n        .grecaptcha-badge:hover {\n            width: 256px !important;\n        }\n    <\/style>\n<\/section>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-e25m-div bs-div bs-div-1392cff5d176a5d2fdf2163a0f23f4e197944b83 bs-div---default bs-div--blog-inner-related-post\"><div class=\"bs-div__inner     \">\n<h2 class=\"wp-block-heading has-praise-shadow-color has-text-color\">Articles connexes<\/h2>\n\n\n\n<div class=\"bs-related-posts bs-related-posts-block---default bs-related-posts--blog-inner\"><div class=\"bs-related-posts__container\"><div class=\"bs-related-posts__items\">\n<div class=\" bs-column col-sm-4   bs-column-4bb8c1b66cb5e72c43988fbaf017046daf38fc18 bs-column---default     \">\t\t\t\t\t<div class=\"bs-post bs-post-69e15f28cbeef bs-single-post---default enable\" >\n\t\t\t<a class=\"bs-post__trigger\" href='https:\/\/league.com\/blog\/ai-powered-cx-support-after-hr1\/' target='_self'>\t\t\t<div class=\"bs-post__inner\">\n\t\t\t\t<div class=\"bs-post__details\">    <div class=\"bs-post__date\">\n        <span>Ao\u00fbt 11, 2025<\/span>\n    <\/div>\n    <div class=\"bs-post__title\">\n        <h5>\n            CX aliment\u00e9e par l&rsquo;IA pour soutenir les membres apr\u00e8s la H.R.            <span class=\"bs-post__title--inline-arrow\">\n                <span>1<\/span>\n                <span class=\"arrow\"><\/span>\n            <\/span>\n        <\/h5>\n    <\/div>\n<\/div>\t\t\t<\/div>\n\t\t\t<\/a>\t\t<\/div>\n\t\n\n\t\t\t\t\t<div class=\"bs-post bs-post-69e15f28cc7b7 bs-single-post---default enable\" >\n\t\t\t<a class=\"bs-post__trigger\" href='https:\/\/league.com\/blog\/recommendations-integrated-us-health-technology-ecosystem\/' target='_self'>\t\t\t<div class=\"bs-post__inner\">\n\t\t\t\t<div class=\"bs-post__details\">    <div class=\"bs-post__date\">\n        <span>Ao\u00fbt 06, 2025<\/span>\n    <\/div>\n    <div class=\"bs-post__title\">\n        <h5>\n            Recommandations pour b\u00e2tir un \u00e9cosyst\u00e8me de technologies de la sant\u00e9 moderne et int\u00e9gr\u00e9 aux            <span class=\"bs-post__title--inline-arrow\">\n                <span>\u00c9tats-Unis<\/span>\n                <span class=\"arrow\"><\/span>\n            <\/span>\n        <\/h5>\n    <\/div>\n<\/div>\t\t\t<\/div>\n\t\t\t<\/a>\t\t<\/div>\n\t\n\n\t\t\t\t\t<div class=\"bs-post bs-post-69e15f28ccf8e bs-single-post---default enable\" >\n\t\t\t<a class=\"bs-post__trigger\" href='https:\/\/league.com\/blog\/5-steps-building-canadian-healthcare-experience\/' target='_self'>\t\t\t<div class=\"bs-post__inner\">\n\t\t\t\t<div class=\"bs-post__details\">    <div class=\"bs-post__date\">\n        <span>Jun 19, 2025<\/span>\n    <\/div>\n    <div class=\"bs-post__title\">\n        <h5>\n            5 \u00e9tapes pour b\u00e2tir l\u2019exp\u00e9rience de sant\u00e9 que les Canadiens            <span class=\"bs-post__title--inline-arrow\">\n                <span>m\u00e9ritent<\/span>\n                <span class=\"arrow\"><\/span>\n            <\/span>\n        <\/h5>\n    <\/div>\n<\/div>\t\t\t<\/div>\n\t\t\t<\/a>\t\t<\/div>\n\t<\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Andrew Dubowec, dirigeant principal de la croissance, explore la mani\u00e8re dont l&rsquo;exp\u00e9rience client en sant\u00e9 aliment\u00e9e par l&rsquo;IA favorise un engagement proactif et personnalis\u00e9 en plus d&rsquo;exploiter pleinement la valeur des donn\u00e9es des membres.<\/p>\n","protected":false},"author":2,"featured_media":25433,"menu_order":0,"template":"","meta":{"_acf_changed":false,"show_custom_date":false,"custom_date":"","manual_authors_enabled":false,"manual_authors":"","featured":false,"featured_image":0,"learn_more_label":"","image_alt_text":"","learn_more_type":"","learn_more_link":[],"show_popup":false,"learn_more_link_file":0,"event_date":false,"event_start_date":"","event_end_date":"","footnotes":""},"resource-type":[186],"resource-category":[201,202,203],"resource-tag":[],"resource-audience":[208,209,210],"resource-role":[127,128],"blog-category":[211],"class_list":["post-25431","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-type-blog","resource-category-health-engagement","resource-category-consumer-experience","resource-category-cx-transformation","resource-audience-fournisseur","resource-audience-payeur","resource-audience-sante-des-consommateurs","resource-role-business-operations","resource-role-it-digital","blog-category-cx-transformation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Transformation de l&#039;exp\u00e9rience client des soins de sant\u00e9 | League<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment les r\u00e9gimes d&#039;assurance maladie transforment les exp\u00e9riences des membres gr\u00e2ce \u00e0 des plateformes bas\u00e9es sur l&#039;IA, ce qui donne lieu \u00e0 une rentabilit\u00e9 six fois plus \u00e9lev\u00e9e et \u00e0 des taux de renouvellement de 89\u00a0%.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/league.com\/fr\/blog\/des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Transformation de l&#039;exp\u00e9rience client des soins de sant\u00e9 | League\" \/>\n<meta property=\"og:description\" content=\"D\u00e9couvrez comment les r\u00e9gimes d&#039;assurance maladie transforment les exp\u00e9riences des membres gr\u00e2ce \u00e0 des plateformes bas\u00e9es sur l&#039;IA, ce qui donne lieu \u00e0 une rentabilit\u00e9 six fois plus \u00e9lev\u00e9e et \u00e0 des taux de renouvellement de 89\u00a0%.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/league.com\/fr\/blog\/des-portails-aux-plateformes-reinventer-lexperience-des-soins-de-sante\/\" \/>\n<meta property=\"og:site_name\" content=\"League\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/leagueinc\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-14T02:05:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2025\/08\/BLOG_-From-Portals-to-Platforms_-How-Healthcare-Is-Reimagining-the-Consumer-Experience-1.jpg?strip=all\" 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