4 Foundational Behaviors Forge Framework for UnityPoint Health Patient Experience Improvement Plan

Paige MooreTo engage staff in its patient experience improvement action plan, UnityPoint Health defined four foundational behaviors expected of every team member (not just providers) across the organization.

In this podcast, Paige Moore, director of patient experience at UnityPoint Health, describes the rationale and rollout for the four behaviors, which are based on patient and visitor feedback and comments.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a July 2017 webinar now available for replay, Ms. Moore shares how the deployment of department-specific service action teams facilitated the switch from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.


Length: 3:56 minutes

Trends Shaping Healthcare in 2017: Employ Technology for Patient Engagement

Steven ValentineThe engagement of patients, particularly those with multiple chronic conditions, continues to challenge healthcare providers.

However, as Steven Valentine, vice president of advisory consulting services for Premier Inc., explains in this podcast, clinicians actually have a host of tools at their fingertips to engage patients—tools they must employ in order to succeed in value-based healthcare.

During Trends Shaping the Healthcare Industry in 2017: A Strategic Planning Session, a November 2016 webinar now available for replay, Steven Valentine provides a roadmap to the key issues, challenges and opportunities for healthcare organizations in 2017.


Length: 2:52 minutes

Behavioral Health Patient Engagement: Change Talk Highly Predictive of Behavior Change

Mia CroyleIncreasingly in motivational interviewing (MI) research, change talk—anything a patient or client says that counts as an argument for change—is a reliable sign they’re ready to make a change, notes Mia Croyle with the University of Wisconsin School of Medicine and Public Health.

Here, Ms. Croyle shares some of the latest thinking regarding change talk: how motivational interviewing practitioners might interpret change talk in interactions with clients, particularly those with behavioral health diagnoses, as well as how to elicit more change talk during an MI session.

During a June 2016 webinar, Behavioral Health Patient Engagement: Using Motivational Interviewing Techniques and Strategies To Improve Outcomes, now available for replay, Ms. Croyle shares key learnings from patient engagement initiatives targeted at patients with behavioral health conditions.


Length: 3:40 minutes

Is Technology the Answer to Patient Engagement? The Intermountain Healthcare Experience

Tammy RichardsTools such as smartphone apps and automated reminders are increasingly employed to engage patients in self-care. But if healthcare organizations aren’t careful to create a seamless care experience, technology could actually disengage patients, even the youngest ones, according to Tammy Richards, corporate director of patient and clinical engagement at Intermountain Healthcare. In this audio interview, Ms. Richards suggests some ways to incorporate meaningful technology while creating a connected health strategy to engage patients.

During an October 2015 webinar, A Patient Engagement Framework: Intermountain Healthcare’s Approach for a Value-Based System, now available for replay, Ms. Richards shares the six key tenets of Intermountain’s patient engagement strategy.


Length: 3:02 minutes

Memorial Hermann Immerses Care Managers in ‘Micro Culture’ of Physician Practices

Mary FolladoriHaving heard from physicians and payors alike about the challenges of engaging patients, the Memorial Hermann ACO crafted its care management program with the goal of drawing patients more fully into their care, explains Mary Folladori, RN, MSN, FACM, CMAC, system director of care management at the Memorial Hermann Physician Network and ACO.

In this podcast, Ms. Folladori shares some key program design elements from the 2014 top-performing Medicare Shared Savings Program (MSSP) ACO, including immersing care managers into the ‘micro cultures’ of the physician practice, the community and the members that they serve.

During a September 2015 webinar, Care Coordination in an ACO: Managing the Population Health Continuum from Wellness to End-of-Life, now available for replay, Ms. Folladori provided the inside details on its care coordination strategy and results.


Length: 2:57 minutes

Dual Eligibles: Closing Care Gaps and Engaging Members in Self-Management

The philosophy that healthcare is local — and therefore, care needs to be local and community-based — forms the core of WellCare’s efforts to connect its dually eligible population to health services, explains Pamme Taylor, WellCare’s vice president of advocacy and community-based programs. The Tampa-based healthcare company takes a culturally competent approach to assessing duals’ unique personal circumstances, ensuring their “soft landing” into WellCare’s care coordination system.

Care managers at the heart of WellCare’s multidisciplinary team, conducting a comprehensive needs assessment with each Medicare-Medicaid beneficiary and driving the resulting care plan, ensuring duals’ complex care needs are met at the most appropriate time and level.

Ms. Taylor shared Wellcare’s strategies for meeting members’ needs with community-based partnerships and engaging duals in self-management of their care during an October 2, 2013 webinar, Dual Eligibles: Closing Care Gaps and Engaging Members in Self-Management.


Length: 7:16 minutes

Motivational Interviewing by Ochsner Health Coaches Drives Results in 4 Key Areas

When health coaches employ motivational interviewing during patient encounters, expect upticks in medication adherence, weight loss, HbA1c levels and overall engagement, notes Alicia Vail, RN health coach for Ochsner Health System. Ochsner’s eight health coaches focus on patients with diabetes, hypertension and obesity who have come to their attention by way of physician referrals, health screenings and pre-chart reviews.

In this podcast, Ms. Vail describes how Ochsner Health System incorporates health coaches in its clinic structure and describes the benefits that result from the coaching intervention.

Alicia Vail and Bill Appelgate, executive director of the Iowa Chronic Care Consortium, shared how an evidence-based health coaching focus drives returns in a value-based payment delivery system during a June 19, 2013 webinar, Health Coaching’s Value in Accountable Care and Medical Homes.


Length: 3:59 minutes

Empowering Patients Toward Self-Management To Reduce Readmissions

To rise to the challenge of non-compliant patients, providers should ask how they can work together to empower patients toward self-management rather than why patients are non-adherent in the first place, suggests Alicia Goroski, MPH, senior project director for care transitions for the Colorado Foundation for Medical Care (CFMC). CFMC coordinates the work of state-based Quality Improvement Organizations (QIOs), who have been working with hospitals and community providers to improve care transitions and reduce readmissions.

In this interview, Ms. Goroski describes some of the interventions focused on patients, providers or both groups that have not only lowered key Medicare readmission rates but also reduced participants’ overall admission stats.

Ms. Goroski shared lessons learned from the 14 communities that participated in the CMS care transition demonstration project and details on program rollout to over 12 million Medicare beneficiaries in 400 communities during a May 22, 2013 webinar, now available for replay Patient Engagement and Provider Collaborations Across the Healthcare Continuum to Improve Care Transitions.


Length: 5:42 minutes