H&HN (Hospitals and Health Networks): Chief Customer Officer at Cadient, a Cognizant Company, Outlines Steps to Achieve Patient Engagement with Technology

“While patient satisfaction is arguably a critical metric in determining success — especially during the care experience — healthcare is one of the few fields for which the goal is to prevent repeat customers,” writes Chris Mycek. “To move beyond perception and achieve better health outcomes, healthcare organizations should shift their focus from patient satisfaction to patient engagement. Long-term success requires organizations to ensure that patients — especially those with chronic conditions — receive adequate information about their diagnosis and medications and that they adhere to their care regimens over the long term.” Excerpts:

“With increasingly powerful digital technologies, healthcare systems now have the means to deliver meaningful patient engagement. For hospitals and health systems to begin the transformation from patient satisfaction to patient engagement, leaders of these organizations should consider the following steps:

First, consider the patient journey. While all patient experiences are unique, patients share the common insights–focused framework of “think, feel, do.” By taking the following questions into consideration, healthcare leaders can assess the services and technology that they already possess or need to implement: How do patients think about their condition? How do patients feel about their condition? What do patients need to do? This framework helps organizations improve health literacy, support behavior change, provide comprehensive support and deliver a more seamless experience that is in line with patients’ need to manage their diagnosis. It also helps organizations establish a human-forward mindset, ensuring that all patients have their needs addressed holistically.

Second, develop digital expertise. Once leaders have identified patient engagement needs through the “think, feel, do” framework, they should develop their expertise in digital health solutions. In other words, they should fully evaluate and understand the types of devices and technologies available to them, such as wearables, sensors, tele-health solutions and caregiver collaboration tools. By doing so, leaders will be able to appropriately select engagement technologies that match the needs and circumstances of their patients.

Third, seek simplicity and then educate. While many younger patients are comfortable with technology, much of the older population can be turned off by the mere suggestion of using a computer or a smartphone. The technology must be accessible, be easy to understand and provide clear benefits if you’re going to convince older users it’s worth the trouble.

Fourth, assess use and adjust as needed. Following implementation, periodically assess each solution to pinpoint levels of use and identify potential issues. In evaluating these factors, healthcare systems can make adjustments to further improve patient engagement as well as to scale their solution to patient needs now and into the future.

Digital healthcare technology is rapidly evolving. The more it is deployed, the more it allows patients to become involved in managing their conditions. Ultimately, higher levels of engagement with recovery, wellness and prevention will lead to lasting improvements in overall health outcomes while lowering the rate of readmissions.”

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