Archive for the ‘Patient Engagement’ Category

“My Pleasure” or “No Problem”: Which Response Would Healthcare Consumers Prefer to Hear?

July 19th, 2017 by Melanie Matthews

Healthcare Scripting

How effective is scripting in the healthcare setting?

Years ago an article I read in a business magazine suggested replacing the phrase “No problem” with “My pleasure” when responding to a customer request. Attune to this language nuance, it began to irk me when someone would say “No problem” and conversely when I respond “My pleasure” a customer interaction takes a more positive spin.

Fast forward many years, and I’ve started to hear an increasing number of healthcare organizations using scripting in a variety of ways…to improve the patient experience, increase patient engagement, protect patient privacy and in a host of other circumstances.

How effective are these scripts? Can they help increase patient satisfaction and engagement? Will they have an impact on HCAHPS and HEDIS scores? What’s your experience with scripting in patient and member interactions?

In Montefiore Social Determinants of Health Screening, Patients’ Needs Shape SDOH Workflow

July 11th, 2017 by Patricia Donovan
 Clinical factors drive 15 percent of a patient's well-being; social determinants of health like finances drive the rest.


Clinical factors drive 15 percent of a patient’s well-being; social determinants of health like finances drive the rest.

In Dr. Amanda Parsons’ twenty-something years in healthcare, she has never implemented a program as widely embraced as Montefiore Health System’s Social Determinants of Health (SDOH) screening.

“It was one of the few times in my career that I didn’t encounter physician resistance,” said Dr. Parsons, Montefiore’s vice president of community and population health. The health system’s screening assesses patients for a host of SDOH factors that drive 85 percent of their well-being, including housing, food security, access to care or medications, finances, transportation and violence.

Following assessment, the goal is to connect individuals who screen positively for SDOHs with assistance from the area’s robust network of community organizations.

Dr. Parsons outlined her organization’s SDOH screening process, findings, challenges, and future plans during Assessing Social Determinants of Health: Collecting and Responding to Data in the Primary Care Setting, a June 2017 webcast by the Healthcare Intelligence Network now available for rebroadcast.

To get started, Montefiore piggybacked on the efforts of a few provider sites already screening for SDOHs. It then offered providers a choice of two validated screening tools, the first developed at a fifth-grade reading level, the second a more sophisticated “stressor” screen. Thirdly, it built a two-tiered triage system that leveraged social workers for individuals with very high SDOH needs, and community health workers to assist with lower-level needs.

Referrals would come from existing data banks or a host of new online referral tools, many of which Dr. Parsons mentioned during the webcast.

Interestingly, while Montefiore is fully live on an EPIC® electronic health record, SDOH screenings are currently conducted on paper, noted Dr. Parsons. This decision was one of multiple considerations in workflow creation, including respect for patient privacy.

For the time being, each Montefiore provider site selects a unique population to screen—or opts not to screen at all, if staffing is lacking. For example, one site screens all patients scheduled for annual physicals, while another screens patients recently discharged from the hospital.

In an initial readout of both screens, SDOH positivity was highest for housing and finances.

By the end of 2017, Montefiore expects to have completed more than 10,000 screenings. The health system, which serves some 700,000 patients, also plans to boost its ranks of community health workers, broadening its referral network.

Looking ahead, Montefiore will address a number of key administrative and emotional barriers. Some patient issues, like overcoming the stigma of seeing a social worker, can be minimized with a simple scripting change. Others, like alleviating an individual’s financial pain or putting a roof over a family’s head, are much more complicated.

Also needed is a process to confirm a patient has “gone that last mile” and obtained the recommended support, Dr. Parsons added.

As it expands SDOH screening, Montefiore is banking on that swell of engaged providers. As part of its mission to provide comprehensive, ‘cradle-to-grave’ care for its mostly Medicaid and otherwise government-insured population, Montefiore “intervenes even when there is no payment structure for that work,” said Dr. Parsons.

Falling into that category is SDOH screening. “Much of the Social Determinants of Health work is not very billable in the traditional paper service model, but it is incredibly important to do, regardless.”

Listen to an interview with Dr. Parsons on adapting SDOH screenings for different populations.
TW_Montefiore_SDOH_webinar0617

Infographic: Patient Engagement in the Age of Social Media

June 2nd, 2017 by Melanie Matthews

Effective patient engagement has been linked with increased adherence to medical plans, reduced hospitalizations, and higher revenues, according to a new infographic by ChartLogic. One way to generate these results is by meeting patients where they spend the most time, i.e. social media.

When healthcare consumers connect with physicians or healthcare providers through one of the major social channels (Facebook, Twitter, Instagram, etc), their first experience should be a positive one, with good information on how to get in touch. Links to helpful health apps and portals are also appreciated. Developing a social strategy should be a cornerstone of every organization’s patient engagement strategy.

The infographic examines how practices can increase patient engagement, why it’s a good thing, and potential benefits.

Patient-centric interventions like population health management, health coaching, home visits and telephonic outreach are designed to engage individuals in health self-management—contributing to healthier clinical and financial results in healthcare’s value-based reimbursement climate.

But when organizations consistently rank patient engagement as their most critical care challenge, as hundreds have in response to HIN benchmark surveys, which strategies will help to bring about the desired health behavior change in high-risk populations?

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost Populations presents a collection of tactics that are successfully activating the most resistant, hard-to-engage patients and health plan members in chronic condition management. Whether an organization refers to this population segment as high-risk, high-cost, clinically complex, high-utilizer or simply top-of-the-pyramid ‘VIPs,’ the touch points and technologies in this resource will recharge their care coordination approach.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: The Battle for Medication Adherence

May 24th, 2017 by Melanie Matthews

Patient adherence to a prescription regimen can reduce costs and improve the quality of life, according to a new infographic by Medical Marketing & Media.

However, healthcare providers and pharmaceutical companies struggle to find the best tools, words and technologies that will improve adherence rates among patients with chronic conditions.

The infographic examines the impact of non-adherence and how text messaging and “polypills” can impact adherence.

Leveraging Pharmacists to Reduce Cost and Improve Medication Adherence in High-Risk PopulationsWhen it comes to medication management for Medicare beneficiaries, there are more than 25 different factors that can complicate proper use of prescribed medicines—from affordability issues, even among the insured, to fear of a drug’s side effects to potential dangers from high-risk medications or health conditions.

Leveraging Pharmacists to Reduce Cost and Improve Medication Adherence in High-Risk Populations examines Novant Health’s deployment of pharmacists as part of its five-pronged strategy to deliver healthcare value through medication management services.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: Improving Health Literacy with Data

May 10th, 2017 by Melanie Matthews

Individuals are not solely responsible for increasing their health literacy, healthcare organizations are accountable too, according to a new infographic by Sagitec.

The infographic examines health literacy trends, implications, possibilities and solutions.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: Improve Patient Engagement To Increase Medication Adherence

March 3rd, 2017 by Melanie Matthews

Chronic illnesses treated with long-term use of medications could be more successful with improved medication adherence rates, according to a new infographic by Fleming. Some 50% of patients do not take their medications as prescribed.

The infographic drills down on the factors related to non-adherence, the cost of non-adherence and the impact of technology on patient engagement.

Improve Patient Engagement To Increase Medication Adherence

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today. Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: EHR + CRM = Superior Patient Engagement

February 13th, 2017 by Melanie Matthews

U.S. hospitals that provide superior patient experiences generate 50 percent higher financial performance than average providers…key in today’s shift from volume- to value-based healthcare, according to a new infographic by Evariant. True patient engagement is about creating trust between the patient and health system, nurturing a relationship over the course of a patient’s lifetime.

This understanding is possible by integrating healthcare CRM software and EHR systems. Combined, these two systems weave together patient data from a variety of sources, including demographic, social, behavioral, and clinical data.

The infographic examines how a combined EHR and CRM can bridge the patient engagement gap and extend the EHR investment.

Infographic: EHR + CRM = Superior Patient Engagement

Patient-centric interventions like population health management, health coaching, home visits and telephonic outreach are designed to engage individuals in health self-management—contributing to healthier clinical and financial results in healthcare’s value-based reimbursement climate.

But when organizations consistently rank patient engagement as their most critical care challenge, as hundreds have in response to HIN benchmark surveys, which strategies will help to bring about the desired health behavior change in high-risk populations?

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost Populations presents a collection of tactics that are successfully activating the most resistant, hard-to-engage patients and health plan members in chronic condition management. Whether an organization refers to this population segment as high-risk, high-cost, clinically complex, high-utilizer or simply top-of-the-pyramid ‘VIPs,’ the touch points and technologies in this resource will recharge their care coordination approach.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today. Have an infographic you’d like featured on our site? Click here for submission guidelines.

Social Determinants of Health: Does Technology Connect or Isolate?

January 12th, 2017 by Patricia Donovan
social isolation

Only half of Americans with two or more chronic conditions actually go online.

Social determinants are areas of health that involve an individual’s social and environmental condition as well as experiences that directly impact health and health status. Here, Dr. Randall Williams, chief executive officer, Pharos Innovations, examines why, contrary to popular thought, technology advances may actually increase the gap between social connectedness and social isolation for certain populations.

In the age of the Internet, technology itself may become a barrier to being connected with others through social interactions. The Pew Research Center has done some nice work on health and the Internet. It turns out that three quarters of adults in the United States go online. That’s probably not all that surprising, but what’s more nuanced in this data is that the Internet access of individuals in the United States actually differs, depending on whether or not those individuals suffer from chronic health conditions.

It turns out that of Americans who have two or more chronic conditions, which by the way represents the vast majority of the Medicare population, only half go online. As it turns out, the very same groups that suffer most from social determinants of health, and not just from social isolation, also have the highest rates of chronic disease. And according to this research, they are the ones most likely to NOT have access to the Internet. This is called the Internet Divide.

We might be encouraged by the prevalence and penetration of mobile technologies, and maybe those would be the great bridge over the Internet Divide. Unfortunately, that may not be the case yet. According to this same Pew research, 90 percent of Americans who don’t have a chronic condition actually own a cellphone. However, if you do have two or more chronic conditions, that number drops down pretty dramatically to 70 percent. That finding is a bit better than Internet access, but certainly not ubiquitous. If you look at those who have a cellphone, only 23 percent of them actually access text-messaging technologies on their cellphones, and smartphone apps fall well below that.

Source: Social Determinants and Population Health: Redesigning Care Management to Bridge Clinical and Non-Medical Services

social determinants of health

In Social Determinants and Population Health: Redesigning Care Management to Bridge Clinical and Non-Medical Services, care teams will learn that by asking patients the right questions and listening carefully to their responses, they can begin to identify and address social determinants, dramatically impacting patient outcomes as well as their own financial success under value-based care.

7 Healthcare Movements to Monitor in 2017

January 2nd, 2017 by Patricia Donovan

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Growing population base should be a 2017 priority for healthcare organizations, advises Steven Valentine.

In offering a set of guiding principles for 2017 success, Steven Valentine, vice president, Advisory Consulting Services, Premier Inc., outlines seven key areas healthcare executives should monitor in the coming year.

First, we have seen some commercial plans move to risk adjustment payments. This could be helpful or detrimental. We definitely have seen more time spent as health systems have moved to more risk payments, more two-sided models.

Next, a definition of financial responsibility (DoFR) will be critical: knowing all the various benefits that are offered and perhaps listing them on the left side of a spreadsheet. As you move across the sheet, what remains with a health plan, if anything? What would go with the physician organization? What would go to an inpatient facility acute hospital? To ambulatory providers and post-acute providers? We would advise you to begin to move in 2017 to standardize those DoFRs.

Then, if at all possible, exclude specialty drugs, where we’ve seen tremendous price increases. If you can exclude any new kinds of therapies, and I mention one there that’s been popular and growing in 2016, IVIG, and we expect a pretty good jump in 2017. Some doctors have labeled this the ‘feel good infusion.’

Then, determine whether you can do anything on an exclusive basis that would help you capture more population. At the end of the day, strategically, in 2017, you need to grow your population base.

Next is effective use of comanagement agreements and a renewed focus on your risk adjustment factor (RAF) scores: there will be slight adjustments as they go down and you’re going to have to do a better and better job of documenting and trying to push those up.

Then we see patient engagement; we do want to see the patients engaged. The more you use various patient portals, the more helpful it will be.

Finally, we also look at the repatriation of patients, because if you have them under your care, you would be responsible for getting those patients and paying for them.

Source: Healthcare Trends & Forecasts in 2017: Performance Expectations for the Healthcare Industry

http://hin.3dcartstores.com/Home-Visits-for-Clinically-Complex-Patients-Targeting-Transitional-Care-for-Maximum-Outcomes-and-ROI_p_5180.html

Healthcare Trends & Forecasts in 2017: Performance Expectations for the Healthcare Industry, HIN’s thirteenth annual business forecast, is designed to support healthcare C-suite planning during this historic transition as leaders prepare for both a new year and new presidential leadership.

Use Annual Wellness Visit to Screen for Social Determinants of Health in High-Risk Medicare Population

December 13th, 2016 by Patricia Donovan

The social determinant of social isolation carries the same health risk as smoking, and double that of obesity.

With about a third of health outcomes determined by human behavior choices, according to a Robert Wood Johnson Foundation study, improving population health should be as straightforward as fostering healthy behaviors in patients and health plan members.

But what’s unstated in that data point is that the remaining 70 percent of health outcomes are determined by social determinants of health—areas that involve an individual’s social and environmental condition as well as experiences that directly impact health and health status.

By addressing social determinants, healthcare organizations can dramatically impact patient outcomes as well as their own financial success under value-based care, advised Dr. Randall Williams, chief executive officer, Pharos Innovations, during Social Determinants and Population Health: Moving Beyond Clinical Data in a Value-Based Healthcare System, a December 2016 webinar now available for replay.

“The challenge is that few healthcare systems are currently equipped to identify individuals within their populations who have social determinant challenges,” said Dr. Williams, “And few are still are structured to coordinate both medical and nonmedical support needs.”

The Medicare annual wellness visit is an ideal opportunity to screen beneficiaries for social determinants—particularly rising and high-risk patients, who frequently face a higher percentage of social determinant challenges.

Primary social determinants include the individual’s access to healthcare, their socio- and economic conditions, and factors related to their living environment such as air or water quality, availability of food, and transportation.

Dr. Williams presented several patient scenarios illustrating key social determinants, including social isolation, in which individuals, particularly the elderly, are lonely, lack companionship and frequently suffer from depression. “Social isolation carries the same health risk as smoking and double that of obesity,” he said.

While technology is useful in reducing social isolation, studies by the Pew Research Center determined that segments of the population with the highest percentage of chronic illness tend to be least connected to the Internet or even to mobile technologies.

“Accountable care organizations (ACOs) and other organizations managing populations must continue to push technology-enhanced care models,” said Dr. Williams, “But they also have to understand and assess technology barriers and inequalities in their populations, especially among those with chronic conditions.”

In another patient scenario, loss of transportation severely hampered an eighty-year-old woman’s ability to complete physical rehabilitation following a knee replacement.

Dr. Williams then described multiple approaches for healthcare organizations to begin to address social determinants in population health, including patients’ cultural biases, which may make them more or less open to specific care options. This fundamental care redesign should include an environmental assessment to catalog available social and community resources, he said, providing several examples.

“This is not the kind of information you’re going to find in a traditional electronic health record or even care management platforms,” he concluded.