Patient Experience, Engagement, Satisfaction

Insights

Anne Marie Bickmore
Kathleen Merkley, DNP, APRN, FNP

The Top Five Recommendations for Improving the Patient Experience

Improving patient satisfaction scores and the overall patient experience of care is a top priority for health systems. It’s a key quality domain in the CMS Hospital Value-Based Purchasing (VBP) Program (25 percent) and it’s an integral part of the IHI Triple Aim.
But, despite the fact that health systems realize the importance of improving the patient experience of care, they often use patient satisfaction as a driver for outcomes. This article challenges this notion, instead recommending that they use patient satisfaction as a balance measure; one of five key recommendations for improving the patient experience:

Use patient satisfaction as a balance measure—not a driver for outcomes.
Evaluate entire care teams—not individual providers.
Use healthcare analytics to understand and act on data.
Leverage innovative technology.
Improve employee engagement.

This article also explains why patient experience is so closely tied to quality of care, and why it’s a prime indicator of a healthcare organization’s overall health.

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Health Catalyst Editors

Customer Journey Analytics: Cracking the Patient Engagement Challenge for Payers

Customer journey analytics uses machine learning and big data to track and analyze when and through what channels customers interact with an organization, with an aim to influence behavior (e.g., buying behaviors among retail customers). Similarly, healthcare organizations want to influence health-related behaviors, such a taking medication as prescribed and not smoking, to improve outcomes and lower the cost of care. In a partnership with an analytics services provider, a payer organization is leveraging customer journey analytics among healthcare consumers to identify the best opportunities and channels for patient outreach. With this analytics-driven engagement strategy, the payer has found an opportunity to significantly improve patient engagement—a predicted overall increase from 18 percent to 31 percent.

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Health Catalyst Editors

Leveraging Technology to Increase Patient Satisfaction and Employee Engagement

Health systems are challenged by the need to keep patients and employees satisfied and engaged. This can be especially difficult for organizations in flux, growing, merging, and changing. And as leaders of these organizations know, poor patient satisfaction ratings lead to reduced reimbursements, which affect the bottom line.
To meet this challenge and improve patient satisfaction, health system leaders are taking advantage of technology, such as rounding software, that supports effective communication and drives the type of culture change that boosts both caregiver and patient satisfaction and encourages engagement. Embedding rounding technology into current processes makes rounding better and easier. The correlation between effective, efficient rounding and high patient satisfaction scores is clear. Rounding can and does increase engagement and satisfaction, which in turn leads to higher reimbursement potential. Learn how health system leaders can move from talking about rounding technology to incorporating it into daily workflow.

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Health Catalyst Editors

Unlocking the Power of Patient-Reported Outcome Measures (PROMs)

Health systems attempt to measure an ever-increasing amount of clinical measures, these often miss the mark of what matters to patients. Patient-Reported Outcomes (PROs) are the missing link in empowering patients and helping to define good outcomes.  This article walks through how patient-reported outcome measures (PROMs) can help identify best practices and drive system-wide quality improvement. PROMs can help health systems do the following:

Serve as a guide for appropriateness and efficiency.
Lead to better shared decision-making.
Demonstrate value and transparency

This article also discusses the effect of PROMs on providers in a culture of “one more thing,” and tips for effective implementation.

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Health Catalyst Editors

Emergency Department Quality Improvement: Transforming the Delivery of Care

Overcrowding in the emergency department has been associated with increased inpatient mortality, increased length of stay, and increased costs for admitted patients. ED wait times and patients who leave without seeing a qualified medical provider are indicators of overcrowding. A data-driven system approach is needed to address these problems and redesign the delivery of emergency care.
This article explores common problems in emergency care and insights into embarking on a successful quality improvement journey to transform care delivery in the ED, including an exploration of the following topics:

A four-step approach to redesigning the delivery of emergency care.
Understanding ED performance.
Revising High-Impact Workflows.
Revising Staffing Patterns.
Setting Leadership Expectations.
Improving the Patient Experience.

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Health Catalyst

The Secret to Patient Compliance: An Application of The Four Tendencies Framework

Every day, healthcare professionals face the challenge of determining how to get patients to make good healthcare decisions and follow recommendations. The Four Tendencies framework, developed by The New York Times bestselling author Gretchen Rubin, can make this task easier and improve patient compliance by revealing how each person responds to expectations. By asking this question, healthcare practitioners can gain exciting insights into how patients respond to expectations to in order to help them achieve their goals.
This report covers the following:

An overview of each of the Four Tendencies.
An understanding of how these tendencies can affect behavior in a healthcare setting.
Practical tips for working with patients and colleagues that fall into different tendencies.

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Maureen Bisognano

Unleashing Patient’s Power in Improving Health and Care

We know that patient engagement has a powerful effect on outcomes, but we haven’t yet truly harnessed patient’s power. Maureen Bisognano, former president and CEO of the Institute for Healthcare Improvement (IHI) discusses the effect of patient engagement across the IHI Triple Aim: improving the experience of patient care, improving the health of populations, and lowering costs.
She shares examples of how increased patient engagement can help improve healthcare outcomes and deliver a better care experience while reducing costs. Such examples from her experience in the field include how lessons from the “flipped classroom” can be translated to healthcare, how technology can improve patient accountability and decision making, and other impactful stories.

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Ed Corbett, MD

Quality Data Is Essential for Doctors Concerned with Patient Engagement

It might be a bit of a leap to associate quality data with improving the patient experience. But the pathway is apparent when you consider that physicians need data to track patient diagnoses, treatments, progress, and outcomes. The data must be high quality (easily accessible, standardized, comprehensive) so it simplifies, rather than complicates, the physician’s job. This becomes even more important in the pursuit of population health, as care teams need to easily identify at-risk patients in need of preventive or follow-up care. Patients engaged in their own care via portals and personal peripherals contribute to the volume and quality of data and feel empowered in the process. This physician and patient engagement leads to improved care and outcomes, and, ultimately, an improved patient experience.

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Heather Schoonover

Health Equity: Why it Matters and How to Achieve it

According to the Robert Wood Johnson Foundation, health equity is achieved when everyone can attain their full health potential and no one is disadvantaged from achieving this potential because of social position of any other socially defined circumstance.
Without health equity, there are endless social, health, and economic consequences that negatively impact patients, communities, and organizations. The U.S. ranks last on measures of health equity compared to other industrialized countries. Healthcare contributes to this problem in many ways, including ignoring clinician biases toward certain populations and overlooking the importance of social determinants of health.
Fortunately, there are effective, tested steps organizations can take to tackle their health inequities and disparities (e.g., incorporating nonmedical vital signs into their health assessment processes and partnering with community organizations to connect underserved populations with the services they need to be healthy). Some health systems, such as Allina Health, have achieved impressive results by making health equity a systemwide strategic priority.

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John Haughom, MD

The Best Care Management Teams Empower Patients like Abdel

What do the best care management teams in the industry have in common? They engage and empower their patients to play a leadership role in their healthcare. After all, patients without the skills to manage their care incur costs up to 21 percent higher than engaged patients.
Engaging and empowering patients as the most important members of the care management team makes sense on many fronts—as health systems assume more responsibility and financial risks for patients’ outcomes and costs, there will certainly be more interest in expanding the role of patients in their care.
This blog explains why engaging patients like 68-year-old Abdel not only instills a gratifying sense of empowerment, but also improves outcomes and controls costs—the many benefits of an effective care management team.

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Amy Flaster, MD, MBA

How Care Management Done Right Improves Patient Satisfaction and ROI

A comprehensive care management program organizes many moving parts into an efficient workflow and brings order to the complex, often messy, world of healthcare. Care coordination harmonizes the workflow of clinicians, patients, family, social workers, and therapists, to name a few. It facilitates medication reconciliation, care compliance, appointment scheduling, and communication with patients, as well as engagement between patients and the care team. Care coordination concentrates on the highest-utilization, highest-cost patients to produce better clinical, operational, and financial outcomes, the bottom line goals for healthcare systems involved in population health and value-based care.
This article details the benefits of, and barriers to, care management and coordination, their role in population health, and the technology that’s helping to automate this area of healthcare.

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Maggie O'Keefe
Marie Dunn

Improve Patient Engagement with Five Public Health-Inspired Principles

Patient engagement is critical as we move toward population health—as patients who engage in their own care by following medical recommendations and making healthy nutrition and lifestyle choices will have better outcomes and experiences.
There isn’t, however, a clear path to successful patient engagement. Fortunately, public health can lend several established principles that may help us better involve patients in their own care:

Using systematic, population-level solutions that require less individual effort.
Engaging patients on interpersonal and community levels as well as personal.
Identifying root-cause, assessing and capitalizing on strengths, and engaging stakeholders.
Using strategies from behavioral economics to help individuals make good choices.
Anticipating failure and learning from it.

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Bill Knowles, MD

Why a Patient-centric Approach Is Best: Stories from a Physician

Good patient care means patient-centric care. Relying on good mentors during residency training, physicians can learn how to put patients first. For example, during one rotation of mine, I saw a mentor consistently use humor and expertise with patients to connect with them and help them change their environments at home. I was also part of patient-centered teams that worked together to identify potentially life-threatening conditions, and intervene to save lives. We can put people before projects and be patient-centric.

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Kathleen Merkley, DNP, APRN, FNP

How Patient-Centered Care Turns Patients Into Leaders

Patient engagement is the cornerstone of effective patient-centered care teams. But what if care teams could do more than engage patients? What if they could turn these patients into care team leaders?
Patient-centered care teams can transform patients into proactive leaders who have the knowledge and motivation to take ownership of their health by following four key recommendations:

Make decisions using data.
Make it personal.
Make it easy to share information.
Leverage new technology when appropriate.

In what often feels like a fragmented system, patient-centered care teams provide a personalized environment and care continuity. And while patient engagement is a top priority, leveraging predictive analytics to move beyond engagement to empowerment will lead to better health outcomes for individuals and entire patient populations.

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Justin Gressel

Improve Patient Satisfaction: 5 Things Healthcare Organizations Can Learn From Disney

Patient satisfaction metrics are being put in the spotlight and are becoming more important as healthcare organizations transition from fee-for-service reimbursements to alternative payment models. While healthcare and the entertainment industry may seem disparate on the surface, there is much organizations can learn about improving the patient experience from companies like Disney who utilize data to understand their customers’ wants and needs in order to provide a superior guest experience. Disney creates the idea guest experience in 5 ways: 1. Understanding the guest; 2. Everyone is a performer; 3. Seeking out interactions; 4. Owning the guest; and 5. Accountability

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Greg Stock, MPA

How Great Patient Satisfaction Metrics Can Be Achieved in a Regional Medical Center

With the major shift to value-based care sweeping across the U.S. landscape, healthcare organizations are looking for ways to significantly improve their patient satisfaction metrics. Thibodaux Regional Medical Center has done just that by creating a culture of patient-centered excellence. Their formula includes three key promises that have become the heart and soul of their operations: (1) provide great clinical care, (2) provide great emotional care, and (3) invest in great technology and processes.

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James Merlino, MD

How to Improve Patient Satisfaction Scores By Using Data

Cleveland Clinic wanted to improve their patient satisfaction scores, so they put the patients first and at the center of everything they do. Health systems may believe they’re already prioritizing their patients’ needs, but in reality, they may not be addressing the real issues. To uncover this information, health systems must dig into their patient satisfaction scores and analyze all of the data, including patient comments, anecdotes, and verbatims. Armed with these insights, they’ll be able to drive effective improvement initiatives and improve their scores, just as Cleveland Clinic did.

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John Haughom, MD

Is the Health Sensor Revolution About to Dramatically Change Healthcare?

Technology is growing at an exponential rate and while healthcare has experienced some effects of this, nowhere is this more evident than in the field of health sensors. The Internet of Things is the idea of an ecosystem of devices that connect to software giving feedback and analytics on the person or object using the device. Clinically, this can mean improved monitoring of vital signs, infusions, etc. Outpatient care is also affects by sensors and has the potential to lower the annual costs of managing chronic diseases.

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John Haughom, MD

Will Healthcare Transformation Affect the Rule of Rescue?

The Rule of Rescue has held particular significance in the United States where the importance of the individual has long been a part of our cultural fabric. In the U.S., we tend to count ourselves as not fully human unless we pull out all the stops. Increasingly, however, healthcare ethicists and policymakers are asking whether this same moral instinct to rescue, regardless of cost, should be applied in the emergency room, the hospital or the community clinic.

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