2. A Patient Engagement Framework
Emerging MU
MU 1
MU 2
MU 3
MU 4+
http://www.nationalehealth.org/patient-engagement-framework
Confidential 2/21/2013 Slide 2
3. The Interactive Patient Portal
Self-Service Two-Way
Tools Communication
Personalized
Mobility & Ease
Care
of Access
Management
Confidential 2/21/2013 Slide 3
9. Engagement is Critical
31,000,000
people are receiving care
from ACOs today.
http://www.healthcareitnews.com/news/acos-deliver-care-35-million-americans-report-shows
Confidential 2/21/2013 Slide 9
Editor's Notes
Patient engagement is necessary in the reformed healthcare landscape – without confident, engaged and activated patients – the ACO model will fail. Right now, ACOs are serving 31 million Americans!The patient activation measure is a great way to think about how “patient engagement” takes shape – patient engagement is essentially a means to an end – with the “end” being the activated patient, and the measure of activation being the maintenance of new health behaviors. If we assume the high-end of the range for Level 1 and Level 2 patients – that’s 40%, or just under ½ of patients who are still lacking confidence in understanding their own health, and more importantly, how they can help improve it!A more activated patient is… Engaged in more preventive behaviors Engaged in more healthy behaviors Engaged in more disease-specific self-management behaviors Engaged in more health-information seeking behaviors Quote from Dr. Hibbard (http://e-patients.net/archives/2011/10/the-patient-activation-measure-pam-a-framework-for-developing-patient-engagement.html) at UO regarding PAM – “Being patient centered means meeting patients where they are. The PAM helps providers understand where a patient is starting from. For providers, the PAM is like another “vital sign” telling them essential information they need to effectively work with the patient.”Online patient engagement is a big deal – because consumers (also known as patients) spend so much of their time conducting research on the internet. They do practically everything on the Internet – from shopping, to banking to… searching for health information. 88% of adults (Pew Internet Research) are already going online to access health information. But they’re not necessarily communicating with their healthcare providers. They’re looking at sites like WebMD, and possibly self-diagnosing, and not receiving personalized and appropriate healthcare recommendations. At a minimum, your patients need to know they can reach you online – and you can take advantage of the fact that they’re already ONLINE to extend the care experience to your own patient portal.
#1 Learn how patient engagement and patient data access are shaping the next generation of care coordination.NEHC patient engagement framework is a great way to map the activation objectives to the specific tools and tactics providers and practices can employ in an online environment to continue to drive patient engagement. Unlike PAM – this framework is a great way for the provider to assess where they are in the process of using online platforms to drive toward progressively more “activated” stages of patient engagement. Meaningful Use alignment – in both the letter and the spirit of the law – is the goal now. This framework illustrates how MU is designed to gradually make technology and tools more embedded in the end-to-end care management process.At a minimum – informyour patients.
# 2 Learn how e-prescribing and disease management, via an EHR and integrated patient portal can enable proactive, rather than reactive care. # 3 Learn how portal technology gives chronic care patients real-time access to providers.There’s been a lot of research and buzz lately around interactive PHRs – they are essentially patient portals that offer real-time access to comprehensive personal health information, as well as individualized care plans and a place to access/view patient-specific health education content. At a minimum, for a portal to provide value for a consumer, it needs to have value – it needs to give them something they can’t necessarily get with a phone call to a MA. The ability to communicate with provider and ask questions – and get timely, high-value answers.The ability to manage their own information using online tools and forms…along with administrative tasks like bill pay.Access to their own medical information, presented in a way that MAKES sense, and gives them a relevant, actionable view of their health history. This also includes the ability to submit structured clinical data back to the practice.The ability to access this data, when they want, how they want.Two-way communicationTwo-way communication between patient and provider via secure messagingAbility to send health data back to practice Self-service toolsReal-time access to personal health informationAdministrative tools – bill pay, appointment scheduling Personalized care managementPersonalized scorecards and recommendations, including services due (preventive and chronic disease management)Mobility and Ease of AccessPatients have access to health information where they spend the most time, keeping care top of mind and medical information easily accessible
An example of an interactive, patient-friendly portal – easy to use/navigate, with clear call to actions and a display of the many ways patients can both send and receive information from the practice. From here, patients can communicate with their practice by asking questions, requesting appointments, requesting medication renewals, or sending structured clinical data (as well as administrative updates) that can be easily checked by staff and then consumed by the PM or EMR.Regardless of how robust the portal is – patients will not use it unless their doctors tell them to! Particularly with chronic patients – make online communication part of their care management plan, with specific ways they can both receive and send information back to the practice using tools like secure messaging and eForms. The message needs to be reinforced by practice staff – at every touchpoint from the initial appointment scheduling, to visit check-in, to check-out. Promote other administrative tools – like the ability to pay bills – as a way to get them there as well.
The portal needs to be a place for more than just administrative tasks. The portal is a centralized location for the patient to have access to his/her care team, and his/her timely health information and care plan.
