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

N.Y. Diabetes Telehealth Monitoring Advocates Individualized Care, Individual Goals

Susan LehrerThere are no hard and fast rules to determine when a patient is ready to ‘graduate’ from the New York City Health and Hospitals Corporation’s (NYCHHC) House Calls Telehealth Program, notes Susan Lehrer, RN, BSN, CDE, associate executive director of NYCHHC’s telehealth office. To do so would violate the basic tenets of diabetes education: individualized care and the setting of individual goals.

That being said, there are some clinical guidelines for seniors who participate in the program.

In this audio interview, Ms. Lehrer describes the work environment of care managers in the House Calls program, a blend of telehealth and telephonic case management for patients with diabetes, and comments on case load assignments.

Susan Lehrer will describe the telehealth care management program as well as the initiative’s impact on patient behavior change and outcomes during a July 24, 2014 webinar, Diabetic Telehealth Monitoring: The Impact of Real-Time Data on High-Risk Patients, a 45-minute program sponsored by The Healthcare Intelligence Network.


Length: 3:48 minutes

Humana Remote Monitoring Pilots Engage Member’s Circle of Care

Humana’s remote monitoring pilots go beyond traditional targets of heart failure, diabetes and COPD to observe functionally challenged members, explains Gail Miller. This novel approach uses a Personal Emergency Response System (PERS) with a built-in accelerometer to monitor members challenged by activities of daily living (ADL), says the VP of telephonic clinical operations in Humana’s care management organization, Humana Cares/SeniorBridge. Another pilot, a collaboration with HealthSense, places sensors around the member’s home to study algorithms of normal movement so Humana can detect changes and intervene before a member’s crisis.

All Humana remote monitoring pilots engage the circle of care surrounding the member — be it home health, a family member, or a spouse.

Gail Miller shared more details of Humana’s telephonic care management and how remote monitoring pilots will enhance care coordination during a March 19, 2014 webinar, Integrating Mobile Health Remote Patient Monitoring with Telephonic Care Management for Improved Care Coordination Results, a 45-minute program sponsored by The Healthcare Intelligence Network.


Length: 4:26 minutes

Performance Quality Measurement and Reporting for Accountable Care

When tracked within its electronic medical record, key interventions like transitional care coaching and an expanded Patient Health Questionnaire not only improve the care provided to John C. Lincoln ACO’s population but provide a clearer picture of the accountable care organization’s performance, note Karen Furbush, business consultant, and Heather Jelonek, chief operating officer of the John C. Lincoln Network ACO.

Additionally, the ACO’s Physician Advisory Network, made up of its leading physicians, tracks patterns and trends within the ACO and helps the care team to adhere to best practices in evidence-based medicine. Monthly webinars with the physician advisory network and its EMR specialists provide opportunities for evaluation and training in these best practices.
Karen Furbush and Heather Jelonek shared how the John C. Lincoln Network ACO has modified its reporting process, from workflow changes to customizations within its EMR to improve performance results during a July 17, 2013 webinar, Performance Quality Measurement and Reporting for Accountable Care, a 45-minute program sponsored by The Healthcare Intelligence Network.

Karen Furbush and Heather Jelonek



Length: 8:40 minutes

Healthcare Social Business Strategy: Driving Adoption with Social, Mobile and Cloud Technologies

There are two key mistakes healthcare companies make when adopting social or mobile technologies, explains Andrew Dixon, senior vice president of marketing and operations, Igloo Software. Dixon describes what’s driving the aggressive growth of interactive patient care communities and suggests how responsibility for social strategy — which he defines as both an internal and external communications strategy — should be assigned.

Dixon discussed the key elements of an effective social strategy, along with and best practice guidance from healthcare social strategies having a bottom line impact during a May 1, 2013 webinar, Healthcare Social Business Strategy: Driving Adoption with Social, Mobile and Cloud Technologies, a 45-minute program sponsored by The Healthcare Intelligence Network, now available for replay.


Length: 7:02 minutes