2. Why Is Patient Engagement Important?
“ You listened.”
“ You really cared about
what I wanted.”
“You never gave up
on me.”
“You never took „no‟ for
an answer.”
“You worked on my
agenda.”
“You made me feel like
what I had to say was
important.”
3. Components of Patient Engagement
Mindset
80/20 Rule
Resist the “Righting Reflex”
Knowledge
Determine Patient Priorities
Skills
Recap and Reflect
4. Mindset: The 80/20 Rule
COPD
UNCONTROLLED
HYPERTENSION
CHRONIC BACK
PAIN
CHRONIC
PANCREATITIS
DIABETES
5. Mindset: The 80/20 Rule
CHRONIC PANCREATITS
COPD
CHRONIC BACK PAIN
DIABETES UNCONTROLLED
HYPERTENSION
6. Mindset: Resist the “Righting Reflex”
1. DIABETES
2. COPD
3. CHRONIC PANCREATITIS
4. UNCONTROLLED HYPERTENSION
5. CHRONIC BACK PAIN
7. Recap of Mindset
80/20 Rule Resist the
“Righting Reflex”
Let the patient
determine what is Patients are gracious to
important—let that allow us in their homes
guide the discussion and their lives.
This shows the patient We show how much we
that he or she is our appreciate this by guiding
priority, NOT OUR them with education when
OWN AGENDA it is appropriate.
8. Components of Patient Engagement
Mindset
80/20 Rule
Resist the “Righting Reflex”
Knowledge
Determine Patient Priorities
Skills
Recap and Reflect
9. Knowledge: Determine Patient Priorities
MEDICAL SOCIAL
High Blood Pressure IDs (birth certificate, SS
card, State ID)
COPD
Help with getting
Back Pain
regular food
Something to do
Chronic Pancreatitis
during the day
Diabetes
10. Recap: Determine Patient Priorities
By determining what is important to our patient,
we focus our energy in areas most likely to result in
positive progress.
When patients see positive results in one area, they
are more likely to trust us to guide them to overall
well-being.
11. Components of Patient Engagement
Mindset
80/20 Rule
Resist the “Righting Reflex”
Knowledge
Determine Patient Priorities
Skills
Recap and Reflect
12. Skill: Reflect
Rephrase what the EXAMPLE:
patient tells you
Patient: “No matter what I
do, I always end up back in
Helps to validate that
the hospital.”
you‟re actively listening
Provider: “Even if you
Confirm that their followed all the discharge
concerns are valid—the instructions, you‟re
patient is the expert of convinced you‟ll go back no
their own body matter what.”
13. Skill: Recap
This is best to do after EXAMPLE:
going over a chunk of “ Let me just recap what
information we talked about—you
tend to feel sick to your
stomach and you‟ve
Summarize and pull noticed that it happens
out important points when you take your
diabetic medication.
You‟re concerned about
Make sure that this and you plan to tell
you and the patient Dr. X when you see her
are aligned on Tuesday.”
Clinician is the star and patient just listensWe’re flipping that to make the patient the star of the visitPatient: 80% talking; You: 20%----We work off our TIME, We ask all the questions to INVESTIGATE what’s going on, direct the questioning about patient SYMPTOMS, We decide the PRIORITIES, We come up with the TREATMENTS…….We play star of the show
Now, the patient takes up 80% of the visit. Must hand over ownership to the patient
Even if we understand the 80/20 rule…Even if we are at our best mindframe before we go to visit a patient, sometimes patients behave in unexpected ways. Sometimes, we drive up to a patient’s house the day after he got out of the hospital. We see Mr. Smith sitting on his front porch with no oxygen on, smoking a cigarette, drinking a regular coke. As you walk closer to him, he yells out, “Oh no…I forgot to pick up all my medications from the pharmacy.”And, this is what we’re trained for. We know exactly what to tell Mr. Smith about how to take care of each one of his chronic diseases.
