I hear these two phrases interchanged very often … yet they have different meanings.
I decided to look for data that explores each in respect of the other. After completing a little research I found that 62% of patients who were given access to their provider notes took their medication as prescribed and “felt more in control of their care” at one very large provider organization. Does “feeling more in control of my care” equate to a positive patient experience? I have written before about this topic! I am happy when I can see the data but this is healthcare, so we need data to support this conclusion.
Engaging patients through information sharing does help improve patient experience and may also reduce costs. According to a study about hip and knee replacements, those providers who shared data such as the incidence of those that surgery did not help, the incidence of those who had the surgery and had worse pain, information about alternatives such as physical therapy, and more, there was a 38% fewer hip replacements and 26% less knee surgeries in the same population. These examples truly reinforce that Healthcare organizations must utilize consumer-centric technology solutions to deliver quality care and content.
Connected Health solutions, including Customer Experience (CX) and portal software, engages patients using technology to deliver quality care outside of the traditional in-patient setting. Perficient provides holistic digital strategies tailored to meet outreach needs utilizing in-depth knowledge of healthcare target markets in addition to CX solutions to:
- Manage 360 view of patients / members
- Manage at-home care (service automation) including integration of mobile solutions (field service)
- Provide information about and access to clinical trials
- Provide access to health libraries and wellness programs.
Perficient has an outstanding customer experience team along with an exceptional healthcare strategic team to help build strategies around the Connected Health domain. We are here at the INTERACT Oracle Industry User Group this week in Arizona. Stop by booth #209 to hear about our connected health solutions and more!
Terie,
I would suggest rephrasing your opening question as follows: Does do patients find that a positive patient experience with a health care provider increases their existing level of engagement?
You see by virtue of being in a health care setting…be it a doctor’s office, etc. people (aka patients) are already engaged. Think about it. Before you make the doctor’s appointment you consider if you need the appointment – maybe you look on line for information or may you ask a friend. Then you have to make the appointment and show up. What about this process suggests that the person isn’t already engaged???
The real challenge for providers is not how to engage patients….but how to keep from disengaging them. That’s where a positive patient experience can help….
Steve Wilkins, MPH
Mind the Gap
http://www.healthecommunications.wordpress.com
Thanks for your reply! You make interesting points. I think my definition of engaged would be more than simply showing up but I do see your point. Thanks again!