Tag: patient engagement
Despite the majority of elective procedures being up and running again, patients are still keeping their distance. Nearly half of Americans say they or a family member have delayed care since the beginning of the pandemic, while visits to the emergency room and calls to 911 have dropped significantly. Patients are avoiding care, but it’s not for the reason you’d expect. Beyond obvious worries about catching and spreading the virus, a second concern is becoming apparent: patients are fearful of the potential cost of medical care. With so many furloughed, laid off or losing their insurance coverage, medical care has become unaffordable for millions of Americans. It’s especially tough for those who fall into the coverage gap, where their income is too high to grant access to Medicaid coverage, but too low to be caught by the ACA safety net. If patients continue to delay care, it’s only a matter of time before their symptoms worsen, leading to more complex and expensive treatment or even risking their lives. For the hospitals and health systems with revenue levels at a record low, encouraging patients to return for routine care is a matter for their own financial survival too. The answer lies in making sure patients feel safe and comfortable both when they come in for care, and when they look at their financial responsibilities. 5 ways to ease the return to routine care 1. Reassure patients about safety measures before and during their visit Patients are understandably anxious about what their visit is going to be like. Will they have their temperature taken? What should they do if they have symptoms of the virus? Will seating areas be spaced out and sanitized? Pre-visit communications and proactive information on arrival will help them feel comfortable and eliminate the shock factor of seeing more stringent infection control measures. 2. Minimize unnecessary contact by shifting patient intake online From online scheduling and pre-registration to telehealth and contactless payment, there are many ways to keep face-to-face interactions to a minimum. Not only will this help reduce the spread of the virus, it’ll make the whole patient experience more convenient for patients. Exploring a virtual and automated patient intake experience can also free up staff to work on other tasks, thus also protecting the organization’s bottom line through efficiency savings. 3. Encourage patients back to care with automated outreach campaigns With so much uncertainty at the moment, patients may be unsure if it’s even appropriate to come in for routine care. Use automated outreach to prompt them to book appointments and schedule follow up care. A digital scheduling platform can help you set up text-based outreach campaigns, to reassure patients that it’s safe (and essential!) to come in for any overdue care – without placing any undue burden on your call center. 4. Provide price transparency before and at the point of service With healthcare experts pointing to financial worries as a major barrier to care, anything providers can do to improve the patient financial experience is an advantage. Price transparency is the first step. When patients have clear and accessible payment estimates upfront, they can plan accordingly and/or seek financial assistance as quickly as possible, reducing the risk of non-payment. 5. Screen for charity care eligibility with faster automated checks Once those payment estimates have been generated, the next step is to confirm whether the patient is eligible for financial support, in the event that they’re unable to cover their bill. Checking eligibility for charity assistance is a time-suck for patient collections teams, but with access to the right datasets, it’s a perfect candidate for automation. These steps become even more urgent as providers face the prospect of a ‘twindemic’ – or a surge in COVID-19 cases colliding with flu season. By avoiding delays to care, patients can avoid the need for more serious and expensive treatment further down the line, when hospitals are likely to be under even greater pressures. Contact us to find out more about how our data-driven, automated patient intake solutions can help make your patients feel as safe and comfortable as possible, both physically and financially.
The rates for closing gaps in care are some of the most widely used, quantitative metrics to measure quality, allocate incentives, and control costs. Unfortunately, health plans face numerous obstacles closing gaps in care, from social determinants of health to inconsistent coordination of care, and don’t always have a care gap closure program in place. Thankfully, digital solutions like web-based scheduling and automated outreach can help health plans jump many of these hurdles while also helping to close gaps in care. Call center schedulingMany health plans are still grappling with the difficulty of three-way scheduling calls between themselves, members and providers. Calls are lengthy and cumbersome as agents dig through binders of provider schedules and scheduling rules to determine and book the right appointment for each member. Members are often put on hold, sometimes more than once, and are much more likely to drop out of the scheduling process entirely when faced with this experience. As a result, these members may face significant care delays, or in some cases miss their necessary follow-up care entirely. With web-based scheduling, member engagement call centers can eliminate three-way calls. Guided search helps to narrow down the right provider for each member and the scheduling platform allows for immediate, on-the-spot appointment selection. Health plans can more efficiently close gaps in care as members can quickly and easily schedule their appointments. This has proven to cut call times in half, and increase scheduling rates by 140%. To learn more, read this case study. Automated OutreachHealth plans typically have a list of individuals to follow up with on a regular (bi-weekly or monthly) basis to book whatever care service is needed to close the gap in care. Now, health plans have the ability to automate this outreach via interactive voice response (IVR) or text message (SMS) while simultaneously enabling members to schedule appointments on-the-spot, either through a link in the text or during the IVR call. The automation improves the member experience with convenient access and helps close more gaps in care – all without a single call center agent. The ultimate combination for closing gaps in careUsed alone, automated outreach and call center scheduling are both effective for closing gaps in care. When used together, health plans can fast track the path to closing gaps in care and further improve efficiencies. Members can first be reached via automated outreach, prompting the individual to schedule an appointment. This allows members the opportunity to self-schedule and essentially self-close their gap in care, without a single live agent phone call. From there, call center agents can pinpoint the members who didn’t schedule as part of the outreach campaign and then call them directly to book the necessary care. We know that despite the flexibility and convenience offered by digital solutions, like automated outreach, there are still individuals who prefer to schedule over the phone and have personal interaction when booking care. The combination of web-based scheduling and automated outreach enables omnichannel access for health plans while helping call center agents focus their attention on the members who need their help most. Contact us to learn more about how Experian Health can help health plans fast track the path to closing gaps in care.
With a vaccine for COVID-19 thought to be at least a year away, healthcare providers are steeling themselves for even more cases in the fall. The big worry is that a surge in cases will hit the health system just as flu season takes hold. In a recent interview, Dr. Robert Redfield, Director of the Centers for Disease Control and Prevention (CDC), warned that “the assault of the virus on our nation next winter [may] actually be even more difficult than the one we just went through… we’re going to have the flu epidemic and the coronavirus epidemic at the same time.” Healthcare organizations are accustomed to an influx of sick patients between October and March: around 62,000 people died and more than 700,000 were hospitalized during last winter’s flu season. With 130,000 Americans losing their lives to COVID-19 in just four months, what could happen when the two respiratory diseases collide? Large numbers of patients with either virus (or potentially with both) will put renewed pressure on staff and services that are already under immense strain. Hospitals will need to prepare to manage both groups of patients as efficiently and safely as possible. Five ways to ease stress, paperwork and patient concerns ahead of a dual epidemic 1. Use data to drive your patient engagement strategy Create a flu preparedness patient engagement strategy to keep patients informed of how best to protect themselves in the context of a dual epidemic. As a result of the coronavirus pandemic, patients may be more familiar with telehealth services as a “contact-free” alternative to in-person appointments, so you’ll want to continue to promote these to minimize the spread of infection. With consumer data, you can segment patients according to risk and automate your communications, so they get the most relevant message at the most convenient time. 2. Relieve pressure on staff with automated patient scheduling Digital scheduling gives patients the option to book appointments online, at a time and place that suits them. This reduces pressure on call center staff and can give providers control over the volume and timing of in-person appointments, thus helping to reduce the spread of germs. An online patient scheduling platform can automate the entire scheduling process, integrating in real-time with your records management systems and connecting to your referral providers’ systems for a seamless patient and staff experience. 3. Screen patients proactively to discover their needs ahead of time Asking patients to fill out electronic questionnaires before their visit means their access needs can be identified and addressed before they come in. Do they need help to find transportation? Will they face any challenges in picking up a prescription? Is there something that could stand in the way of follow-up care? Screening for social determinants of health can answer these questions so you can direct patients to the most appropriate care and support. 4. Enable digital patient registration for a quick and easy intake experience Speed up the registration process by giving patients the option to complete their intake admin by phone or through their patient portal. Not only will this reduce the spread of infection in busy waiting rooms, it’ll make for a more enjoyable patient experience and free up limited staff resources for other priorities. With automated registration and consumer-facing mobile experiences, you can improve the patient experience, operational efficiencies and data accuracy all at the same time. 5. Minimize in-person interactions with contactless payments Encourage patients to clear their balances without having to hand over cash or access payment kiosks. Self-service digital payment tools allow patients to make contactless payments through their patient portal or from their mobile device. It’s in line with consumer expectations, and it could also increase patient collections: Saratoga Hospital saw point-of-service collections increase by 50% after implementing more user-friendly patient payment options. “The combined pressure from two viruses hitting health systems at once means it’s even more important for providers to leverage data for speed and accuracy. Automated workflows can help accelerate operational efficiency, as well as create a better patient experience during what’s already an extremely stressful time.”Karly Rowe, Vice President of Product Development for Experian Health Find out more about how Experian Health’s expertise in data and analytics can help your organization prepare for the coming flu season so you can offer your patients a safe, accessible and stress-free experience. We have also developed a checklist of action items for providers to consider as you prepare for both flu and COVID-19. How ready are you? Which actions is your organization instituting now?
From airlines to cafés to car manufacturers, businesses across America are scrambling to respond to the challenge of COVID-19. In healthcare, services are being put on pause to protect staff and patients on the pandemic’s front line, leaving health systems to contend with gaps in reimbursements and exhausted cash flows. The problem lies in the sheer number of human touchpoints involved in the typical patient experience: scheduling, paperwork, waiting rooms, treatment, payment…all that in-person interaction just isn’t realistic in the current climate. Digital and mobile technology could be the answer. While digital communication platforms have been growing steadily over the last decade, they’re now a life raft for many providers as COVID-19 forces much of the patient journey online. Megan Zweig, director of research and marketing at Rock Health, says investments in virtual care have already exceeded $3 billion this year: \"Without COVID, the story would have continued from last year as this was a healthy, growing space with a lot of momentum behind it. That momentum has turned into incredible urgency and demand for communication, testing, monitoring, care – all of those things done at a distance.\" This trajectory will likely continue beyond the immediate crisis, as providers prepare for a possible second wave later in the year and patients become accustomed to remote and mobile options. Providers that take advantage of these digital solutions now will be better positioned to optimize the patient journey in a post-COVID world. What could the digital patient journey look like beyond COVID-19? A digital healthcare experience can offer patients more convenience and flexibility while protecting revenue for providers, in the following ways: Scheduling appointments when it suits The first bump in the road for many patients is scheduling their appointment. With many in lockdown juggling home-schooling and home-working, it’s not always convenient to call during office hours. A patient scheduling platform lets the patient book their appointment whenever suits, using the channel they prefer. Before the pandemic, Benefis Health System found 50% of patients chose to book after hours, including for urgent care. We can expect this to increase as even more patients are nudged online. As the threat of COVID subsides, a massive influx of patients will also want to reschedule postponed visits. Automated patient scheduling will reduce the pressure on call centers and offer a more efficient consumer experience. Reducing registration gridlock with automation Patient access is often rife with avoidable stress – queues, unnecessary forms and manual data entry, resulting in costly errors and repeated work. Instead, providers can streamline the process by allowing pre-registration tasks to be completed online, and automating patient access with a mobile intake experience. Completing as many tasks as possible outside of the provider’s office will help minimize face-to-face contact, keeping everyone safe. Opening up access to telehealth There’s no getting around the fact that most care needs to be delivered in person. Telemedicine offers an effective way for patients to seek care from the safety of their own home. Video calls can be used for general consultations, remote monitoring of patients with respiratory conditions, and even supporting patients with chronic conditions to adhere to care plans. As the government allocates $20 million to support access to telemedicine in response to COVID-19, up to 54% of patient encounters are expected to take place remotely in the near future. Many of these patients will choose to stick with telemedicine, even when in-person options return. [Remember to check out our free COVID-19 Resource Center, where you can get free access to telehealth payer policy alerts to help avoid payment denials and delays.] Making contactless payment the easy option Contactless payment through apps such as Apple Pay and Venmo are gaining popularity as consumers try to avoid exchanging cash and cards. But can it be used in hospitals? In short, yes. Not only does Experian Health’s Patient Financial Advisor offer patients a way to make secure – and socially distanced – payments, it allows providers to give a breakdown of estimated costs using real-time information. Patients get updates on their mobile or through their patient portal. These digital alternatives not only offer a more convenient patient experience, they can also allow providers to collect payments faster and in full. Contact us to find out how digital health solutions can help your organization adapt to the new normal, and provide a better patient experience now and beyond COVID-19.
The term “digital front door” is one of the biggest buzz words in healthcare, and thanks to COVID-19, we can expect to see it even more. Already, according to an Accenture survey, 77 percent of patients believe the ability to book, cancel, or change an appointment online is important. Now, with social distancing and stay at home orders in place, offering digital tools for engagement is more important than ever. But what exactly makes a strong “digital front door” and what does it take to create one? What precisely does a digital strategy need in order to better engage and retain patients? There are a lot of thoughts about what the digital front door looks like, from pricing transparency to ratings and reviews, reputation management, patient registration, and more. We know patients today are seeking greater transparency from their entire healthcare experience. Yet each of the qualities above reflect more of a digital billboard than an actual front door. After all, the front door needs to be a pathway to see a physician or access care; it must actually “open.” A true digital front door will do the following: Enable omni-channel access. Improving access begins with offering more channels for patients to find the care they need – a necessity today in the midst of COVID-19. Digital scheduling drives patient access, plain and simple, whether it be through call centers, automated outreach, or online self-scheduling. Omni-channel access not only opens the door for patients experiencing COVID-19 symptoms, giving them a fast and easy way to connect with a provider, but will be key for the post-COVID world when patients begin to reschedule those appointments that have been cancelled or deferred. Engage patients. Patients want convenience when it comes to accessing care. Now, more than ever, patients look online for information and expect to find what they need easily and quickly. Making service information available online, such as COVID testing, is an obvious first step. Allowing consumers to simply and efficiently book the care they need online will lead to increased engagement, as well. Improve productivity. More than half of all patients prefer to schedule outside of business hours. Digital scheduling can enable that, increasing appointments while improving provider workflow, freeing up staff to focus on other activities. This will prove critical as providers brace for an influx of patients seeking to reschedule appointments that have since been cancelled or deferred due to COVID-19. Additionally, automated reminders help improve patient show rates while data-driven practices help refine scheduling logistics. Increase revenue. Providing better, more efficient access, increases the number of patients coming into a practice – which means more revenue. And today, as a result of heroic efforts to serve communities impacted by COVID-19, providers are more strapped for revenue than ever before. With access to digital and mobile solutions, providers can attack revenue loss from two sides –attracting new patients and retaining current ones. Drive higher patient satisfaction. Faster, easier access to healthcare equals better satisfaction with the process of accessing healthcare, with the provider organization, and with the provider. And, if you really want a crowd pleaser that can also generate revenue, automated business rules and scheduling protocols are a must have.It’s the combination of convenience and effectiveness that keeps them coming back for future care needs – coming back, of course, through the digital front door. Learn more about how Patient Scheduling can help to unlock your organization’s digital front door.
A hundred years ago, the Spanish flu pandemic led to a revolution in public health. Healthcare systems were overhauled, national health surveys were launched, and cross-border cooperation laid the groundwork for what later became the World Health Organization. Now, with everything from grocery shopping to the global economy upended as a result of COVID-19, thoughts inevitably turn to the legacy of the current pandemic. As healthcare providers struggle to reorganize services, staffing and revenue cycles, change is being forced at a blistering pace. Adjusting is tough, but it’s also accelerating technology trends that healthcare has been slow to leverage until now. Could the coronavirus pandemic bring the future of healthcare to us sooner than expected, just like what happened in the years following 1918? What more can providers do to prepare for challenges in the new normal? Here to stay: telehealth and virtual care Necessity drives innovation – and one key example now is the telehealth explosion. Only a few months ago, remote healthcare was a business choice, selected for being more cost-effective and more convenient for patients, and for reducing the service-load on busy physicians, compared to traditional face-to-face care. Today, it’s an operational essential in preventing the spread of the coronavirus, giving patients a safe way to speak to their doctor without leaving their homes. Relaxed regulations, clearer payment rules and a hundreds of millions of federal cash injection are giving the roll-out a helping hand. Not only is this promoting better patient care and mitigating some of the revenue loss from reduced patient visits, it’s giving providers an unexpected opportunity to conduct a large-scale experiment in the use of telemedicine that would otherwise have been impossible. And it’s working. Patients, physicians and providers are getting used to the benefits of virtual care. Telehealth and self-service patient engagement will likely become the norm once the pandemic settles. Future-proofing healthcare services for a post-pandemic world Even though COVID-19 is far from over, now is the time to plan ahead for managing the pandemic fallout and to protect against future risks. As leading trends forecaster Mary Meeker suggests in her coronavirus trends report, what we really need to prepare for the aftershocks of COVID-19 is better integration of healthcare and technology. We already have the tools at our fingertips – and telehealth is just the start. Where are the gaps? Improving contact tracing and syndromic surveillance The medical community highlights contact tracing as essential for getting a handle on the spread of the coronavirus and potential future outbreaks. Unfortunately, we don’t yet have a system of universal patient identification, which could aid disease tracking by monitoring patient interactions with different touchpoints across multiple health services and generally aiding more accurate patient records. Still, many providers are turning to universal identity managers to track healthcare interactions and share accurate patient information safely and securely within their own networks. Prioritizing data protection and security With the surge in remote care and mobile health, keeping patient data safe through robust identity protection and matching is even more important. A tool such as Precise ID can give providers reassurance that only patients engage with their information – whether on their phones or visiting a provider’s health portal – without creating long wait times or adding complexity to the sign-up process. Strengthening the revenue cycle Estimates suggest health systems could lose an average of $2,800 per COVID-19 case, with many losing up to $10,000, if payers do not raise reimbursement premiums. Ceasing revenue-generating services to accommodate COVID-19 cases only compounds the financial strain on the healthcare system. With revenue cycles at breaking point, there is no room for inaccurate coding or claim denials. To help hospitals and healthcare organizations stay on top of rapidly changing payer policies, Experian Health is offering free access to COVID-19 and telehealth payer policy alerts, so providers can avoid delayed payments and costly claim denials. While the 1918 pandemic led to a complete revolution in our understanding of public health, the legacy of this virus may be more of an evolution – accelerating technological progress already moving forward. The organizations that adapt the quickest to the new normal will be most likely to survive. Find out more about the free resources and support available through Experian Health’s COVID-19 Resource Center to help your organization tackled the most pressing COVID-19 concerns.
COVID-19 is beginning to stress the healthcare system, and typical protocols are being upended. But health systems and medical groups are already rising to the challenge of getting patients tested while, at the same time, prioritizing the protection of their communities and staffs. Below are some solutions being implemented: Online screening Many providers are tapping into online scheduling solutions, responding to the COVID-19 crisis with simple splash pages. Posting questions that screen for symptoms can channel patients seeking testing/treatment for COVID-19 down a specific pathway to get the care they need. Those who need other types of care can still book through the solution, directing them to the right provider and appointment. Screening paths allow access to be prioritized and managed accordingly. Mobile testing Providers are also using mobile test units. These enable providers to administer more tests in a geographically diverse manner, without having to expose their internal clinic and hospital environments to contagion. Patients can simply drive through and receive a test while remaining in their car. Some health systems are combining this with online scheduling, allowing patients to schedule appointment slots for testing. This helps manage the flow of patients, reducing call center volume. Health plans are also modifying Some health plans are taking a similar approach, using mobile testing units and a call center scheduling platform to book testing appointment slots for members. Likewise, they can send a link enabling members to self-schedule for a testing slot via text message or email. This type of proactive member engagement to vulnerable populations is key to reducing the impact on Emergency Departments, while helping diagnose individuals so they can get the care they need. Call center operations Call centers are being overwhelmed with volume – and there is more to come. New methodologies to handle the response are complementing normal operations. Some providers have started to publish a dedicated line for COVID-19 calls that connects to a separate call center pod. Others have quickly added scheduling protocols in the scheduling system to route patients to the right care, or mobile-testing unit, based on responses to the questions agents ask. By automating the Q&A in the platform, patients are guided to the right care, and agents need minimal training to assure accuracy. As the number of COVID-19 cases continues to grow in the U.S., more tactics will be introduced to streamline scheduling, testing and care. Technology will certainly be one key lever for healthcare providers to better serve their communities and keep patients and staff safe.
With Google’s acquisition of Fitbit in November 2019 and Apple’s recent foray into smartphone-based clinical research, the ‘big four’ tech giants are ramping up their efforts to take a slice of the $3.6 trillion healthcare industry pie. These investments aren’t new. Between 2013 and 2017, Apple, Microsoft and Google’s parent company, Alphabet, filed a combined 300 health-related patents, while Amazon has been looking to expand into the pharmacy space since the early 2000s. Historically, it hasn’t been easy for new players to get into the healthcare game. Up to now, tech companies have mostly stayed in their lanes, using their expertise in cloud-based computing, artificial intelligence and supply chain management to break into health markets around the edges. What gives them a big advantage now is the rise of healthcare consumerism, especially in the digital realm. Patients expect to be treated as individuals, with communications and services that are convenient and tailored to their needs. The personalization that so delights them is powered by their own health data and a focus on the consumer experience – two of the tech companies’ biggest strengths. Providing a consumer-centric experience has been challenging for the healthcare industry. In fact, it’s been challenging for many legacy industries (banking, insurance, etc.). Amazon and others have a head start in being able to leverage vast quantities of consumer data and turn insights about their customers’ lifestyles, behaviors and preferences into a better consumer experience. How can healthcare providers compete? Understanding consumer data is key to a better patient experience and better population health The buzz around consumer data opportunities isn’t limited to the tech world. Recognizing the role of consumer data in improving both the patient experience and population health, more health systems are investing heavily in data analytics, looking at how they use data to market to their consumers and address the social determinants of health. Mindy Pankoke, Senior Product Manager for Experian Health, says: “Consumer data is becoming more important in healthcare because patients are people. They\'re more than a clinical chart or claims form. They have lifestyles, they have interests, they have behaviors. This is called consumer data. ‘Social determinants of health’ has become a huge buzzword in the healthcare industry and it\'s more than buzz. It\'s data about people\'s lifestyles that we can use to improve their health.” Over 80% of health outcomes are attributed to the social determinants of health, so knowing who your patients are and what they need is increasingly important if you want to improve their wellbeing. When you understand what’s going on in your patients’ lives, you’ll know whether they need assistance with transportation, understanding their healthcare information, managing a care plan or accessing healthy food. You can communicate with them in the most effective way and point them towards services that could help them access care and avoid more serious conditions. And even better, much of this can be done through time-saving automation tools. Where to start with consumer data Today’s leading healthcare providers are using consumer data in three main areas: 1. Streamlining patient communications Whether a patient is getting treatment for a broken leg or multiple chronic conditions, their healthcare journey probably involves hundreds of touchpoints with your organization. Consumer data helps you cut to the chase and give them the exact information they need to make their next decision or complete their next task, in the most convenient way. Data analytics allow you to create a slicker patient experience, by giving the right message in the right format – whether that’s in marketing to new patients, sending bill reminders, or encouraging wellness checks. 2. Segmenting patients according to social determinants of health In a study of 78 social needs programs published this month, Health Affairs reported that health systems invested more than $2.5 billion in interventions focused on housing, employment, education, food security, community and transportation, between 2017-2019. Clearly, some patients will benefit from these services, while others won’t. There’s no point giving the same information to every patient. Consumer data lets you segment your patient population and target information about social programs to the ones who need them most. 3. Creating bespoke services for your specific patient population Consumer insights tell you exactly what’s blocking your particular patient population from accessing care, now and in the future. You’ll know how many have difficulty attending appointments, how many might struggle to read complicated instructions and how many will be too busy to download and use your new healthy recipe app. Analyzing your population’s needs and tendencies allows you to predict future demand for different services and develop interventions to solve those specific challenges. Future-proof your consumer data strategy by working with a trusted partner As the big tech companies are coming to discover, healthcare data regulations are complex. You need to know where your data comes from, for the sake of both accuracy and permissibility. Working with a trusted data vendor in the health space can help ensure the reliability and integrity of your data, as they will have expertise in the appropriate use of consumer data in healthcare. They’ll help you pull insights from only the most relevant, current data, so you can build a competitive consumer experience on the strongest foundations. Find out more about how Experian Health’s consumer data analytics can give you a holistic view of your patients and the social determinants that affect their health.
When it comes to value-based care, there’s really just one measure that matters: patient satisfaction. As CMS incentivizes providers to help patients find better care, improve population health and lower healthcare costs, more top health systems are seeing patient engagement as the path to value-over-volume success. Patients are finding themselves footing more of the bill for medical expenses, so elevating the patient experience is essential. If they’re not satisfied, they’ll simply take their dollars elsewhere – not what your CFO wants to hear. Helping patients feel more engaged in their health creates a more satisfactory experience, and in turn, boosts patient loyalty. And what’s more, by giving them opportunity to make informed decisions about their care, you can also reduce preventable admissions, avoid no-shows and fix the revenue leaks in patient collections. It’s beneficial for everyone. Here are four strategies to help you boost patient engagement and create a more consumer-friendly experience in your organization. 4 ways to boost patient engagement 1. Use segmentation and customization The first route to consumer-friendly care is about treating each patient as an individual. With advances in data analytics, it’s now possible to group your patients according to risk (whether that’s risk of a particular disease, exposure to a social determinant of health, or likelihood of non-attendance at follow-up). This allows you to be more targeted in your marketing efforts, provide patients with information that’s more relevant to them, and help each patient move to the next stage of their healthcare journey. Stanford Medical School sees this data transformation as central to its vision of “‘Precision Health’ – a more preventive, predictive, personalized and precise” approach to healthcare. Analytics give you a wealth of insights about the clinical, financial, behavioral and social factors affecting your patients, so you can personalize your patient engagement strategy to each member’s specific preferences and needs. As noted in research undertaken by Frost and Sullivan on behalf of Experian Health: “Analytics help us select patients who will respond to engagement strategies and de-select patients who won’t respond are needed. Not everyone responds to engagement in the same way.” By prioritizing precision marketing, you can create a culture of precision care. 2. Help patients take ownership of their health journey Value-based care is an opportunity to empower patients to be active players in their health. Greater transparency into the billing process, access to healthcare data and consumer-friendly tech can all help patients see what’s happening at each stage of the process. When they’re more informed, they’re more likely to adhere to care plans, turn up to appointments and successfully navigate payments. Your patient portal is a good place to start. Research shows that use of portals enhances patient engagement, satisfaction and health outcomes. Patients can access their records, view test results, schedule appointments at a time that suits and sort out bills with less of the stress. It helps patients ask the right questions and builds a trusting patient-provider relationship. 3. Improve the patient financial experience When two-thirds of Americans are worried about being able to cover unexpected medical bills, any way you can make the payment process more transparent is a big plus. Help your patient navigate the financial side of their healthcare experience with clear, real-time information about their coverage status, estimated co-pay calculations and appropriate payment plans based on their specific circumstances. Putting them at ease will help them meet their financial obligations without leaving a bad taste. In this way, you can build consumer trust and optimize your revenue cycle at the same time. 4. Use SDOH data for proactive outreach Research shows that medical tests and treatments alone are not enough to determine the outcome of a patient’s healthcare journey. We should be paying more attention to the social and economic factors that can get in the way of care. Because when patients struggle to access care, it’s harder for them to follow treatment plans or show up to important follow-up appointments. In a value-based world, tackling social needs is a growing priority for providers seeking to improve population health. When you have a more complete grasp of each patient’s motivations, support networks and personal circumstances, you can create a more efficient patient engagement plan. You’ll avoid wasting resources on patients who aren’t in a position to respond and instead can adopt outreach strategies to help those patients access the care they need. This might include offering alternative payment plans, signposting to logistical support such as childcare or transport, or referring to local community services, such as cooking classes or social clubs. To do this, you need reliable, relevant and accurate consumer data and the capability to draw actionable insights. Experian Health’s unrivaled consumer marketing data can help you better understand your patient population so you can communicate with them and support them in the most effective way. Consumer-friendly care is the new currency in value-based accounting – and the key to positive patient engagement. Find out more about how Experian Health can help your organization lift your patient engagement strategies for greater patient satisfaction, better health outcomes, and a healthier
