Patient Engagement: Health Consumer Insights from Gen Xers and Millennials

1. #PatientEngagement Pathways to Patient Engagement: Health Consumer Insights Webinar #2 Tuesday December 10, 2013
2. Pathways to Patient Engagement is a webinar series designed to foster collaboration and discussion between all involved in the healthcare process. During the first webinar we explored physician insights, getting a current ‘state of the union’ on patient engagement. During the second webinar we highlighted patient engagement feedback from health consumers, specifically Gen Xers and Millennials. Read on to see what we found, you just might be surprised… we were.
3. Background During first webinar explored physician insights, current ‘state of the union” on patient engagement Highlight gaps and opportunities Using the InCrowd platform, surveyed 330 US health consumers – 165 Gen Xers (1977 – 1992) – 165 Millennials (1965 – 1976) #PatientEngagement
4. Current State of Patient Engagement According to Gen Xers and Millennials… “A meaningful collaboration between me and my healthcare team, working together to achieve mutually agreed upon health goals” #PatientEngagement Even split among surveyed health consumers on familiarity with the term patient engagement – 51% Familiar – 49% Not Familiar Easier access to my doctor and personal health information, cited as the major benefit Access to personal health information along with ability to manage health related activities online identified as most desired engagement tools
5. Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. For this survey we are using the words health consumer and patient interchangeably. As you answer the questions, please consider that we are all health consumers and/or patients.
6. Even Split Around Patient Engagement Terminology Gen X and Millennial Health Consumers Yes 51% 169 Health Consumers No 49% 161 Health Consumers Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
7. However, More Millennials Familiar with Term Patient Engagement Gen Xers Millennials No 38% Yes 41% 67 GXs 93 MLNs No 59% 98 GXs Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers Yes 62% 102 MLNs
8. Millennials Gen Xers No 38% Yes 41% 67 GXs 63 MLNs No 59% 98 GXs Yes 62% 102 MLNs PCPs No 39% Yes 61% 184 PCPs 116 PCPs Do you currently participate in patient engagement activities? n = 300 PCPs Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
9. Gen X Health Consumers I heard about that word but I don’t really know what that means. People taking control of their health care plans and searching for answers to their questions. Interaction with the patient - communication back and forth with patient showing an understanding of conversation and asking appropriate questions. I'm guessing that the term patient engagement means that patients and physicians can work together to provide the best health care possible. Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
10. Millennial Health Consumers I believe it means that the patient works with the doctors to achieve a goal. Is this maybe a patients involvement in their own care and the decisions to be made about their health? Patient taking charge of care to ask questions and advocate for themselves. Involving a patient in their care by making them understand they are a very important part of their own health care through communication and education. Haven't heard the term but I think it would mean healthcare providers interacting with their patients. Rather than rattling off information, actually listening and responding to patient concerns and symptoms. Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
11. We have provided a series of definitions for patient engagement, please select the one that you feel best defines this term. #PatientEngagement
12. Patient Engagement Statements Technology, mobi le applications and online communities that provide me with access to medical information Enhanced communication between me and my physicians, both in person and via technology Secure communication tools that give me access to my personal medical information A meaningful collaboration between me and my healthcare team, working together to achieve mutually agreed upon health goals It’s just a buzzword, it doesn’t really have much meaning Other (please define) 9/165 Gen Xers 54/165 Gen Xers 7/165 Gen Xers 85/165 Gen Xers 10/165 Gen Xers 3/165 Gen Xers 5% 31% 4% 51% 6% 2% 11/165 MLNs 43/165 MLNs 9/165 MLNs 93/165 MLNs 8/165 MLNs 1/165 MLNs 7% 26% 6% 56% 5% 0.6% 18 / 300 PCPs 53 / 300 PCPs 13 / 300 PCPs 161 / 300 PCPs 48 / 300 PCPs 7/ 300 PCPs 6% 18% 4% 54% 16% 2% Which definition best defines the term patient engagement? n = 330 Health Consumers
13. Patient Engagement Statements Technology, mobi le applications and online communities that provide me with access to medical information Enhanced communication between me and my physicians, both in person and via technology Secure communication tools that give me access to my personal medical information A meaningful collaboration between me and my healthcare team, working together to achieve mutually agreed upon health goals It’s just a buzzword, it doesn’t really have much meaning Other (please define) 9/165 Gen Xers 54/165 Gen Xers 7/165 Gen Xers 85/165 Gen Xers 10/165 Gen Xers 3/165 Gen Xers 5% 31% 4% 51% 6% 2% 11/165 MLNs 43/165 MLNs 9/165 MLNs 93/165 MLNs 8/165 MLNs 1/165 MLNs 7% 26% 6% 56% 5% 0.6% 18 / 300 PCPs 53 / 300 PCPs 13 / 300 PCPs 161 / 300 PCPs 48 / 300 PCPs 7/ 300 PCPs 6% 18% 4% 54% 16% 2% Which definition best defines the term patient engagement? n = 330 Health Consumers
14. What term do you think best describes the concept of you and your physician working together to keep you healthy? #PatientEngagement
15. Partnership Trumps Engagement Patient Engagement 37% Health Partnership 46% 151 Health Consumers 121 Health Consumers 0.6% Patient Activation 10% Health Engagement What term do you think best describes the concept of you and your physician working together to keep you healthy? n = 330 Health Consumers 7% Patient Experience
16. Terminology Difference Noted Between Gen Xers and Millennials 30% Patient Engagement Patient Activation 43% 0% 1% Gen X 5% 8% Patient Experience Millennials 9% 11% Health Engagement 55% Health Partnership 37% 0% 20% 40% What term do you think best describes the concept of you and your physician working together to keep you healthy? n = 330 Health Consumers 60% 80% 100%
17. Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. #PatientEngagement
18. Website and Online Appointment Scheduling Top List of Engagement Offerings Other (describe in comments) 3%, 10/330 Mobile health apps 13%, 43/330 23%, 75/330 Secure communication via email / text Patient portal 27%, 89/330 Schedule appointments via website 29%, 95/330 Website with educational information 29%, 95/330 None of the above 46%, 151/330 0% Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. n = 330 Health Consumers 20% 40% 60% 80%
19. Website and Online Appointment Scheduling Top List of Engagement Offerings Other (describe in comments) 3%, 10/330 Mobile health apps 13%, 43/330 23%, 75/330 Secure communication via email / text Patient portal 27%, 89/330 Schedule appointments via website 29%, 95/330 Website with educational information 29%, 95/330 None of the above 46%, 151/330 0% Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. n = 330 Health Consumers 20% 40% 60% 80%
20. Comparing Engagement Offerings 13% 11% Mobile health apps None of the above 46% 20% 29% 26% Schedule appointments via website 23% Secure communication via email / text 42% 29% Website with educational information 0% Which of the following patient engagement activities and tools do you currently offer? Select all that apply. n = 300 PCPs Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. n = 330 Health Consumers 20% PCPs 36% 27% Patient portal Health Consumers 40% 49% 60% 80% 100%
21. Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. #PatientEngagement
22. Tools & Health Activities Gen Xers Millennials Online Access -Personal health information -Health history -Appointment scheduling -Personalized educational information Online Access -Personal health information -Health history -Appointment scheduling -Personalized educational information Online Q/A -Live chat -Email Q/A Secure Emailing -Reminders -Staff access for questions Q/A Venue Text Messaging Options/No Phones Mobile Health Apps Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. n = 330 Health Consumers
23. Gen X Health Consumers More suggestions on how to prevent disease. More wellness options. If I needed a quick question or had a small problem I could chat with someone on a webpage. Quicker refill process with no phone call required. I guess I would hope to be able to take care of issues from home instead of going to the doctor's office. A way to meet certain health goals (for example, lowering weight, blood pressure) with the help of online engagement and information. Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. n = 330 Health Consumers
24. Millennial Health Consumers App to keep track of your goals and review with your doctor. Tips health tailored to fit each individual. Web chat consults. A successful plan designed by both me and my doctor to use as a long term road map to keep me as healthy as possible. Online resources for treating common ailments without having to make an appointment. Venue for easy follow-up questions that wouldn't be time-consuming for either party. Better definition of my tests results so I can fully understand them. Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. n = 330 Health Consumers
25. What do you believe are the biggest benefits to patient engagement? Select all that apply. #PatientEngagement
26. Benefits of Patient Engagement Biggest Overall Benefit Gen Xers Millennials Greater commitment to my treatment plan when I’m ill 116 58 58 I’m more involved and take greater responsibility in my own health 171 87 84 Improved communications with my doctor’s office healthcare staff 192 97 95 205 104 101 23 12 11 4 3 1 Benefits of Patient Engagement Easier access to my doctor and my personal health information I don’t see any benefits to patient engagement, just want access to a doctor when I’m ill Other What do you believe are the biggest benefits to patient engagement? Select all that apply. n = 330 Health Consumers
27. Benefits of Patient Engagement Biggest Benefit Overall Gen Xers Millennials Greater commitment to my treatment plan when I’m ill 116 58 58 I’m more involved and take greater responsibility in my own health 171 87 84 Improved communications with my doctor’s office healthcare staff 192 97 95 205 104 101 23 12 11 4 3 1 Benefits of Patient Engagement Easier access to my doctor and my personal health information I don’t see any benefits to patient engagement, just want access to a doctor when I’m ill Other What do you believe are the biggest benefits to patient engagement? Select all that apply. n = 330 Health Consumers
28. Benefits of Patient Engagement Biggest Benefit Overall Gen Xers Millennials Greater commitment to my treatment plan when I’m ill 116 58 58 I’m more involved and take greater responsibility in my own health 171 87 84 Improved communications with my doctor’s office healthcare staff 192 97 95 205 104 101 23 12 11 4 3 1 Benefits of Patient Engagement Easier access to my doctor and my personal health information I don’t see any benefits to patient engagement, just want access to a doctor when I’m ill Other What do you believe are the biggest benefits to patient engagement? Select all that apply. n = 330 Health Consumers
29. Gaps & Opportunities Work to be done in getting patients more involved in and responsible for their own health – Tailor messaging Easier access to personal health information Remove barriers to basic interactions between the physician and the patient Get with the times – health consumers are online and mobile
30. Voice of the Health Consumer An ability to know what is really going on and feel like I have some power in my life. If a patient feels more involved in his health decisions he will be more proactive with his health instead of reactive. I want to feel more a part of my health care. Being better informed about what I can do on my own. I sometimes feel like I’m just a number when going to the doctor, I’d like to feel more like a person. I want to be able to access credible information, on demand. It's my health! #PatientEngagement
31. Interested in conducting similar research Drop us a line, we have Crowds of US and international based healthcare professionals, patients and health consumers ready to provide market feedback Our Crowds are pre-screened and have opted-in to answer questions in real time sales@incrowdnow.com 1-617-934-1600

Editor's Notes

Thanks KelleyAnd thanks for including InCrowd in your webinar series. We see this as such an important healthcare topic for many reasons. On a daily basis we read about providers struggling to demonstrate that they’re implementing Stage 2 Meaningful Use - specifically showing that they're engaging patients. A good deal of the responsibility seems to fall on the shoulders of the physicians but we see patient engagement as an opportunity for everyone involved in the healthcare process And your approach of bringing everyone into this discussion is why we were so excited to participate.
So to jump in and give you a little background…We really wanted to understand the current ‘state of the union’ in terms of patient engagement – get a snap shot of today’s reality.We felt this would be a good way to start highlighting ‘gaps’ and opportunities within the current patient engagement environment Using the InCrowd micro survey platform, we surveyed 300 United States based primary care physician,we selected primary care physicians or PCPs because they tend to see a high volume of patients on a monthly basis and are what we think of as the gateway into the healthcare system The average demographic for our PCP Crowd was… 10 -19 years in practiceOffice basedSeeing 150 – 400 patients in a monthNEXT SLIDE: So what is the current’ snapshot’ on the state of patient engagement? (Friday November 1st at 5 PM started fielding, finished mid day on Sunday November 3rd)
So what is the current state of the union in terms of patient engagement? We found that…61% of the PCPs we surveyed are actively participating in some type of patient engagement activitiesThe physician’s practice website is the leading patient engagement activity currently being offered ‘Increased patient involvement in their care and health’ was noted as the biggest benefit while time was seen as the biggest barrierThe most commonly selected definition for patient engagement was… A meaningful collaboration between patients and clinicians, working together to help the patient progress towards mutually agreed upon health goals NEXT SLIDE: Now this is the high level “snapshot’ – what did we learn from the details….
So this is the high level “snapshot’ – what did we learn from the details….We started simple – very open and broad – wanting to understand what the PCPs would tell us before we put our scope and context around the the topicWe asked… Do you currently participate in patient engagement activities?
They stated…Unsure what that isDon’t know what this would beSounds like a silly buzzwordI’m out of the loop here – do you mean support groups, diet groups? Satisfaction surveys? Educational session? To have a group of physicians - a group of primary care physicians that are the gateway to the healthcare process – say they have NO idea what patient engagement means – is concerning. Now I have to believe that the Affordable Care Act and the growing number of educated health consumers will drive change in terms of patient engagement I also think this represents an opportunity for stakeholders in the healthcare process to develop tools and programs that support both providers and the patients. NEXT SLIDE: At this point we did offered some guidance or context around the concept of patient engagement…
At this point we did put some context around the concept of patient engagement… We provide a series of definitions and had the PCPs select the statement they FELT BEST defined the concept of patient engagement
These are the 5 statements we provided on patient engagement – we pulled this information from a literature search on the topicThe statement selected by the majority of PCPs’ highlights collaboration and mutually agreed upon health goals, it was good to see the more well rounded statement selected. We also pulled out the data for the non-active group (those 116 PCPs that are not currently participating in patient enjoyment activities) to see what their information reflected. I’m happy to report that (1) despite not participating in patient engagement and (2) many of them being unfamiliar with the term – when provided with options the majority of this group also selected the more well rounded statement. As for Other – the PCPs offered things like…-Providing EASY ways to securely communicate with their doctors-Haven't ever heard that term-I have never hard this term before so have no idea-Advertising-person to person contact...we do this and have many great comments from our patients.even those who are very tech friendly.appreciate the warmth and friendliness of our office-Engagement does sound a good word to use. Not a buzz word. Make sure patients understand.-Other than in office discussions, I prefer the use of telephone rather than e-mail or text--more personal--
These are the 5 statements we provided on patient engagement – we pulled this information from a literature search on the topicThe statement selected by the majority of PCPs’ highlights collaboration and mutually agreed upon health goals, it was good to see the more well rounded statement selected. We also pulled out the data for the non-active group (those 116 PCPs that are not currently participating in patient enjoyment activities) to see what their information reflected. I’m happy to report that (1) despite not participating in patient engagement and (2) many of them being unfamiliar with the term – when provided with options the majority of this group also selected the more well rounded statement. As for Other – the PCPs offered things like…-Providing EASY ways to securely communicate with their doctors-Haven't ever heard that term-I have never hard this term before so have no idea-Advertising-person to person contact...we do this and have many great comments from our patients.even those who are very tech friendly.appreciate the warmth and friendliness of our office-Engagement does sound a good word to use. Not a buzz word. Make sure patients understand.-Other than in office discussions, I prefer the use of telephone rather than e-mail or text--more personal--
To get a bite more granular we provided the PCPS with a list of patient engagement activities and asked them to tell us what they currently offered their patients
From here we asked about benefits, again providing a series of statements - but this time asking them to rank the statements from greatest to lowest benefit.
Based on an average, overall ranking ‘increased patient involvement in their care and health’ ranked as the highest benefitWhen using an average score you tend to loose some of the detail so we looked a little deeper and pulled out the number of PCPs that selected each of the statements as the greatest benefit we did this for the overall sample of 300 PCPs and then further broke it down for the active and non-active PCPsAs you can see from the top line Across the board ‘increased patient involvement in their care and health’ ranked #1 What I found interesting was the difference between the active and non active PCPs related to that statement Allows physicians to be proactive, planning around patient needs prior to appointment –this was the lowest ranked benefitfor the non active PCPs I think reflects a fundamental difference between the 2 groups and their approach to providing care and truly engaging with the patient.
So what have we learned about patient engagement…-I think #1, there doesn’t seem to be a clear understanding of patient engagement and this makes it difficult to meet the expectations for both patients and healthcare providers -Two, There needs to be a broader list of patient engagement offerings – the current static tools are a start but they fall short of what’s needed to truly engage patients and pull them into the healthcare process. We also need more feedback from patients as to what they really want.There also seems to be uncertainty around what’s involved in patient engagement - there are more questions than there are answers.Again - I think this represents an opportunity for different stakeholders in the healthcare process An opportunity to develop tools and programs that support both providers and the patients along the patient engagement pathway.Kelly I’ll turn it back over to you.

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