Solutionreach

Last year one in eight patients switched providers, and nearly 40 percent said it was because of a poor experience. Patients now have the same expectations of customer service from healthcare providers that they have from non-healthcare companies. If you want to successfully retain patients and increase loyalty, you need to address patients’ biggest frustrations.

Patient engagement is key to the success of value based care models. The ability to leverage health IT to promote wellness, patient engagement and satisfaction provides a means to lowering cost and improving patient outcomes. Learn the strategic approach to patient engagement and satisfaction through a dedicated workflow transformation team, patient family engagement councils, and telemedicine. VCU Health’s multi-faceted approach is creating an environment to engage patients in their own care while helping the enterprise to succeed in value based care. LEARNING OBJECTIVES: Explore the various tools VCU Health is leveraging to increase access to care and improve patient experience Discover how VCU Connected Health will utilize virtual follow-up visits, telemonitoring and expand its specialty expertise via Project ECHO  Understand the value of capturing and integrating the patient and family voice into care processes

Jan Oldenburg, author of the best-selling HIMSS Book, Engage!, and its companion book, Participatory Healthcare, will share techniques that have been proven to increase individual’s personal health engagement, leading to improved long term relationships between patients and providers and increasing loyalty toward provider organizations—not to mention lower administrative costs. These techniques focus around use of digital tools and the workflow and policies that support them: • Designing for patient—and caregiver--convenience and self-service • Inviting patients to use digital tools as a part of understanding their health and participating in choices about their care • Making sure everyone in your office has a role in encouraging patients and a script for that role • Reinforcing consumer engagement While individuals always make personal choices about how engaged to be with their health and healthcare, these techniques can enhance trust, build individual’s sense of self-efficacy, and result both in improved health outcomes and improved relationships. The good news is that employing these techniques is also likely to reduce administrative overhead in your organization.

According to a recent industry survey conducted by Solutionreach, nearly one in three patients are at risk of leaving their healthcare provider in the next two years. One in eight have already left, and not just because of changes to insurance or a move. Nearly 40 percent left because of a poor experience. Practices can’t continue trying to engage with patients in the same old ways. It’s time for a change if successful patient retention is the end goal.