As health systems increasingly seek out ways to improve patient experience and achieve better outcomes, patient engagement platforms have flooded the market. Yes, the number of options can be overwhelming and, yes, if you haven’t identified a platform yet, now is the time to get started.
Data indicates that when health systems invest in patient engagement they can expect better patient adherence, improved patient experience scores and fewer unexpected costs. Additionally, some patient engagement platforms offer the ability to collect a wide array of Patient Reported Outcome Measures (PROMs) data offering a simple way to maximize reimbursement under Alternative Payment Models (APMs) and the Merit-based Incentive Payment System (MIPS).
My experience working with dozens of health systems to implement patient engagement software has led to invaluable lessons that I’ve summarized below. Before embarking on your journey to address, improve or increase patient engagement, take a step back and consider what our partners have learned along the way. As you move through your process, our customers recommend circling back to these every few months to stay focused.
Start with “Why?”
Before journeying too far down the path of possible platforms, consider your ‘Why.’ What is your primary reason for implementing patient engagement software? Are you most interested in elevating patient experience and increasing your HCAHPS score or patient “likelihood to recommend” response rates? Or, perhaps your interest lies in completing improvement activities to maximize performance under MIPS. Once you’re crystal clear on your ‘Why,’ use it to shape the specific goals, objectives and plans that will lead to success. Additionally, having a concrete ‘Why’ will allow you to communicate to stakeholders, team members and clinical staff, gaining buy-in and alignment.