Last week, we ventured to the Windy City to participate in the Healthcare Leadership Forum, an event co-produced by our client, Elsevier Clinical Solutions. It’s always inspiring to hear from thought leaders in the industry – and HCLF was no exception. The packed venue was full of C-suite executives eager to learn from a diverse group of speakers – including a research expert, professor in Gerontology, informatics officer and even a healthcare IT lawyer.
One idea in particular that carried across multiple presentations and deeply resonated was the topic of increased patient engagement and cross-care continuum. Now that hospitals are financially motivated to reduce readmissions, rather than keep patients coming in, healthcare professionals are trying to find new ways to ensure care beyond the hospital walls. The new standard no longer accepts recurring visits for the same ailment. And it’s finally evident that directions from physician to patient often get lost in translation during the 20- or 30-minute consultation. So to keep patients in check, the hospital industry is catching up to the rest of the consumer world – where participation and engagement matters.
The two-day conference presented several examples of how hospitals are making strides in increased patient engagement through the use of new technology and improved internal processes. Here are just a few recaps…
1. Improved teamwork leads to improved care
Dr. Ann O’Malley, senior fellow at Mathematical Policy Research in Washington D.C., shared how dysfunctional primary care teamwork can negatively impact the quality of care patients are receiving.
From communication issues to lack of physician trust, healthcare teams can be largely disconnected, and the disparity reaches patient care. Before a team can work on readmission rates, they need to build their teamwork capabilities. It sounds simple enough, but it’s a far reach from how teams are used to operating. O’Malley uncovered findings that showed how the most successful teams found ways to improve their communication and function.
One obstacle is for physicians to overcome their instinctive lack of trust. Trained to verify everything for themselves, physicians are independent and reluctant to put patients’ wellbeing in the hands of their subordinates. But open dialogue and increased delegation of tasks improves team engagement and focuses patient-centric tasks.
2. A longitudinal view is worth the stretch
Dr. Marc Overhage of Siemens Healthcare described how health information exchange (HIEs) enable physicians, nurses, pharmacists and other healthcare staff members to aggregate and access patient information to see a longitudinal, more complete view of his or her medical history. An HIE is most valuable when collected from multiple sources – as many as 8-10 different organizations. It’s a challenging feat, but the benefits are evident in quality care, reporting, population health and surveillance.
3. Mobile technology speaks the patient’s language
Dr. Patricia Brennan framed her presentation with the observation, “Professionals are experts in clinical care. People are experts in living.” At home – not the hospital – is where patients really live, so technology and processes need to be integrated into patients’ daily lives to facilitate informed choices and improve outcomes. Convenient functionality like mobile alerts and activity data keeps clinicians plugged in to patients’ progress while collecting data for deeper insights.
4. Improved care transitions are a shared responsibility
Keynote speaker Dr. Mary D. Naylor shared the importance of achieving effective care transitions. As patients shift from one doctor or practice to another, a lack of process and communication among clinicians can result in a higher readmission rate among patients with chronic conditions. Increased engagement with the patients themselves and family caregivers, whether by routine at-home patient monitoring or post-appointment follow-up, is key to reducing redundant procedures.
We at Switch™ are no strangers to the power of hands-on, engaging customer interactions, so it’s no surprise to see the topic of engagement carry into the healthcare space. We are excited to see what the future of care will look like.
Get in touch with Mary Ellen or Sunny by emailing them at Mellen@theswitch.us or SunnyS@theswitch.us, respectively.
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