Posts Tagged ‘consumer engagement’

HINfographic: Patient Engagement: Educate to Overcome Social Determinants of Health and Low Health Literacy

October 30th, 2017 by Melanie Matthews

Social determinants of health (SDOH), conditions in which individuals are born, grow, live, work and age, and low health literacy pose the greatest barriers to engaging patients in self-care, say respondents to the 2017 Patient Engagement Survey by the Healthcare Intelligence Network.

A new infographic by HIN examines the top components of patient engagement programs, the most challenging patients to engage and the return on investment from patient engagement programs.

Beyond hoped-for improvements in clinical outcomes from actively engaged patients, patient engagement metrics now factor heavily into the equations of risk- and value-based reimbursement models.

2017 Healthcare Benchmarks: Patient Engagement documents tactics, targeted populations and clinical conditions, program components, technology use, success measures, challenges and many other patient engagement metrics reported by 75 healthcare organizations responding to the 2017 Patient Engagement survey by the Healthcare Intelligence Network.

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Infographic: The Patient and Provider Perspectives on Engagement

March 25th, 2016 by Melanie Matthews

When it comes to patient engagement, there are two sides to the story—the patient and provider viewpoints. Both groups welcome greater engagement and have diverse perspectives on progress and the path forward, according to a new infographic by CDW Healthcare.

The infographic examines each group’s perspective, including areas with contrasting views, roadblocks to engagement and the role of technology to increase engagement.

Transformational patient-centered models emerging post-ACA are designed to succeed with a core of engaged, activated patients, yet enlistment of individuals in chronic care management, telehealth and other health enhancement interventions continues to challenge the healthcare industry.

2015 Healthcare Benchmarks: Patient Engagement documents strategies, program components, successes and challenges of engaging patients and health plan members in self-care from 133 organizations responding to the 2015 Patient Engagement survey by the Healthcare Intelligence Network.

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Infographic: Patient Engagement from the C-Suite Perspective

February 5th, 2016 by Melanie Matthews

Some 87 percent of CIOs and senior IT executives have ranked improving patient satisfaction and patient care as a top organizational priority, according to an infographic by Transcend Insights.

The infographic looks at why patient engagement is important, barriers to patient engagement, how to engage patients and future trends in patient engagement.

Patient Engagement from the C-Suite Perspective

Intermountain 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.

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Infographic: Connecting the Dots of Care Engagement

November 23rd, 2015 by Melanie Matthews

Patient engagement opportunities exist at the point of care with unique, viable ways to drive audience engagement and conversation between patients, prescribers, and pharmacists, according to a new infographic by CMI/Compas.

This infographic discusses the multiple opportunities for delivering brand messages at the point of care.

Transformational patient-centered models emerging post-ACA are designed to succeed with a core of engaged, activated patients, yet enlistment of individuals in chronic care management, telehealth and other health enhancement interventions continues to challenge the healthcare industry.

2015 Healthcare Benchmarks: Patient Engagement documents strategies, program components, successes and challenges of engaging patients and health plan members in self-care from 133 organizations responding to the 2015 Patient Engagement survey by the Healthcare Intelligence Network.

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Infographic: Meet Today’s Healthcare Consumer

October 30th, 2015 by Melanie Matthews

Consumer engagement is increasing in three important areas—provider partnerships, online health information searches and technology use, according to findings from Deloitte’s 2015 Survey of U.S. Health Care Consumers.

A new infographic by Deloitte looks at how these trends are impacting today’s healthcare consumer.

Meet Today's Healthcare Consumer

Skyrocketing private exchange participation rates—industry estimates predict more than 40 million people may be enrolled in private insurance exchanges within three years—carry implications for health insurers in terms of how the various market segments are succeeding or failing to attract business.

Private Insurance Exchanges: Adapting Insurer Strategies to the New Marketplaces details the radical transformation underway in how employers and consumers offer and shop for coverage. It discusses the current status of private exchanges, reviews the inventory in existence today, and shares thoughts from market consultants and insurance executives on how new business strategies will be influenced by new entrants to the private exchange space and the participation of insurers and brokers.

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Infographic: Patient Self-Scheduling

February 11th, 2015 by Melanie Matthews

Many healthcare organizations are implementing digital patient self-scheduling tools to enhance patient engagement and satisfaction, improve efficiencies and differentiate themselves.

An infographic by Accenture projects how many consumers and organizations will use self-scheduling tools by 2019 and the value created through these tools.

7 Patient-Centered Strategies to Generate Value-Based Reimbursement Healthcare companies seeking a roadmap to richer reimbursement should begin with the seven value-based healthcare priorities for 2014 identified by the healthcare C-suite: population health management, care coordination, integrated care delivery, e-health and telehealth, access to care, health and wellness, and dual eligibles.

7 Patient-Centered Strategies to Generate Value-Based Reimbursement explores the seven healthcare areas ripest for development in 2014, prioritized by 136 respondents to HIN’s ninth annual Trends & Forecasts survey.

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Health and Wellness Incentives in 2012: Participants Have to Hit Clinical Marks

September 13th, 2012 by Patricia Donovan

health incentives

Incentives in 2012: Rewarding Risk Assessment, Lifestyle Change

Showing up isn’t enough any more to earn a cash- or benefit-based incentive for health improvement, say respondents to HIN’s fourth annual Health & Wellness Incentives survey. Instead, employers and health plans are rewarding measurable achievements in health behavior change &#151 weight loss, smoking cessation, BMI reduction or other lifestyle changes that reduce an individual’s risk of developing or exacerbating a chronic (and costly) illness.

“That’s the future of population health management,” concurs Patricia Curran, principal in Buck Consultants’ National Clinical Practice. “Companies have developed incentive programs, but they’ve found that awarding incentives just for participating is not necessarily achieving the outcomes they want. Just taking the health risk assessment and the biometric screenings isn’t getting the results.”

While completion of a health risk assessment (HRA) remains the most heavily incented health improvement activity for the fourth consecutive year, according to two-thirds of survey respondents, more companies are incentivizing the lifestyle behavior changes of weight loss (57 percent) and smoking cessation (51 percent) than 2011’s favored activities of preventive screenings and participation in on-site wellness.

This makes sense, says Ms. Curran. “They’re making participants toe the mark. They have to meet certain health goals, and they’re going to be measuring that effort. They’re going to incentivize individuals for meeting those goals going forward. It’s a new trend — making people more aware of the importance of these health goals. [Companies] really want to see people getting results, so they’re going to be targeting things like weight management, tobacco cessation, BMI.”

In other survey findings, the use of texting to communicate incentive program details doubled in the last year, from 7 to 14 percent. Social networks and health portals also gained favor for this purpose. At the same time, more are relying on the more traditional communication modalities of work site flyers and table cards, a trend that has risen steadily from 61 percent in 2009 to 68 percent in 2011 to 84 percent this year.

“You have to leverage the right tools and techniques matched to those consumers or their preferences,” notes Jay Driggers, director of consumer engagement at Horizon Blue Cross Blue Shield. A key area of study for Driggers’s consumer engagement team is behavioral economics, which he refers to as “the carrots and the sticks, things that will motivate people to change their behavior or to do something.” Incentives fall into this category, he says.

The survey also identified a 2 percent increase in the awarding of incentives via contests and drawings, a practice reported by 57 percent of 2012 respondents. “In most cases, I think a lottery can be a cheaper option that will drive more participation than a one-to-one reward,” suggests Driggers, who recently outlined Horizon’s approach to consumer engagement in its patient-centered medical home initiative.

Other 2012 survey results:

  • The number of respondents reporting incentives program ROI of between 3:1 and 4:1 has doubled in the last 12 months, from 2.6 percent in 2011 to 5.3 percent this year. Program ROI of between 2:1 and 3:1 remained constant at 14 percent from 2011 to 2012.
  • The use of biometric screening to identify participants for incentive-based programs rose slightly in 2012 to 40 percent, up from 36 percent in 2011. Opt-in or self-registration remains the top identification tool, at 62 percent.
  • Group incentives lost some favor this year, in use by just 23 percent, versus 36 percent of 2011 respondents.
  • In new survey data this year, 20 percent extend eligibility for health and wellness incentives to domestic partners.

For more survey highlights, download the executive summary of Health & Wellness Incentives in 2012: Rewarding Risk Assessment, Lifestyle Changes. A detailed analysis of these metrics, including year-over-year trends, is provided in 2012 Healthcare Benchmarks: Health & Wellness Incentives.

Physician Endorsement Helps ‘Sell’ Medical Home Model to Patients

August 28th, 2012 by Patricia Donovan
medical home patient

Recorded Webinar: Patient Engagement in the Medical Home

Nothing will engage patients and health plan members in the medical home model more than a ringing testimonial from the individual’s own physician, advises Horizon Blue Cross Blue Shield of New Jersey. That’s one of the lessons the payor has learned as it shops its patient-centered medical home (PCMH) model around its member population.

“The endorsement of a physician is key in this model,” explains Jay Driggers, Horizon’s director of consumer experience and engagement. “An insurance company isn’t going be able to [engage members] all on its own. If a PCP says this is a good program, and I want you to be a part of it, then typically patients will agree, and will want to be a part of it as well.”

A danger of leaving providers out of this messaging is that patients may sense a downgrading in their level of care, Driggers warned during a recent webinar on Patient Engagement in the Medical Home: A Continuum Approach.

Other key words and phrases with which to pepper conversations about the medical home: “coordinated comprehensive care” and “increased access.” “These issues are really prominent in the patient’s mind, in the consumer’s mind. They love the idea of somebody helping them, not have to repeat themselves, or working with their specialists to obtain all of their health records.”

Horizon has invested a lot of time and resources to research and test consumers’ perceptions of the medical home. The verdict? Awareness and understanding of the model is low, but interest is strong.

To maximize the transformative effect of the medical home, accountable care organizations (ACO) and episodes of care (also known as bundled payments), Horizon created a wholly owned subsidiary called Horizon Healthcare Innovations (HHI). To achieve its mission of creating “an effective, efficient and affordable healthcare system,” HHI decided to take a closer look not only at physician behavior, but also at the behavior of patients and health plan members. The consumer engagement team is charged with identifying tools to engage patients and encourage behavior change.

HHI has crafted a broader view of engagement as a four-part continuum: awareness, understanding, action (behavior change) and outcome. Of its seven key consumer engagement objectives, HHI ranks “becoming knowledgeable on care models and benefits” at the top, and employs a variety of strategies, including behavioral economics and the Patient Activation Measure (PAM) model, to segment consumers by need and motivation.

Tempted to employ technologies like smartphone apps and telemonitoring to communicate with and engage the population? Don’t assume everyone’s ready and willing to use them, advises Driggers. “Mobile health is not yet a silver bullet,” he said. “If you’re a senior citizen who doesn’t even really use a cell phone, I shouldn’t expect that you’re going be able to manage your diabetes using a smartphone app.”

Among the five key components of Horizon’s medical home model are a population care coordinator to manage the care of high-risk patients and close care gaps, as well as a playbook and learning network of best practices.

HHI’s efforts have increased awareness, interest and overall engagement in the medical home, but Driggers said HHI is not stopping there. “A ‘one and done’ approach doesn’t work. It takes repetitive, constant work to raise awareness. And interest rises with frequent contact.”