[{"innerBlocks":[],"name":"core\/freeform","postId":1343,"blockType":{"name":"core\/freeform","keywords":[],"attributes":{"content":{"type":"string","source":"raw"},"lock":{"type":"object"}},"providesContext":[],"usesContext":[],"selectors":[],"supports":{"className":false,"customClassName":false,"reusable":false},"styles":[],"variations":[],"apiVersion":3,"title":"Classic","description":"Use the classic WordPress editor.","category":"text"},"originalContent":"Novant Health understands the value of getting patients involved in their own care, and it\u2019s using technology to lure them in.

The four-state integrated network of physician clinics, outpatient centers and hospitals has been offering portals since 2011 and was one of the first in the country to have 100,000 patients using the technology to look at their medical records. And Novant is doing more than just providing access to health records. For example, it\u2019s using its database of patient information to initiate personal contacts, such as its \u201cbirthday letters\u201d to patients containing reminders about health services and tests that patients need.

It\u2019s a key to the chain\u2019s long-term strategy. \u201cWe\u2019ve made it easier for patients to address their needs,\u201d added Ryan Neaves, director of IT applications at Novant Health Lakeside Primary Care. \u201cWe can offer an e-visit for patients, and that has really made it a more cohesive experience for them.\u201d

Novant\u2019s experience isn\u2019t unusual. Providers are increasingly seeing the need to improve patient engagement and enrich their experience when they come in for care. At least two key reasons exist\u2014patient compliance with clinical orders needs to consistently improve for providers to improve outcomes and perform better under value-based care. And second, consumers have higher expectations of their interactions with care providers. They have increased control of transactions and their experiences in the retail environment\u2014and they wonder, why isn\u2019t it the same way in healthcare?

Executives of provider organizations say they\u2019re using more technology to boost the effectiveness with which they support patient engagement and experience. IT will be crucial to meet the expected importance of meeting consumer expectations for healthcare in the future they say.

A just-completed survey by Health Data Management finds HIT executives found that 57 percent of respondents say their efforts to deliver patient engagement is either very effective (34 percent) or extremely effective (23 percent). Another 31 percent of respondents said their organization is somewhat effective in meeting rising demands for better patient engagement and experience.

In addition, nearly two-thirds of respondents said their organizations are either highly effective (38 percent) or extremely effective (28 percent) in delivering a positive patient engagement experience.

But expectations are high for the use of technology to improve patient interactions. Some 35 percent of respondents say this is their organization\u2019s top priority; another 46 percent said it is very important, among their organizations\u2019 top areas of focus.

The study was conducted by Health Data Management and SourceMedia Research, the research arm of HDM\u2019s parent company. A total of 160 responses, primarily from provider organizations, were received in late 2018.

Respondents from providers indicate their organizations are working hard to improve patient experience and engagement. In fact, fewer than 6 percent of respondents overall say their organizations are not at all effective or not very effective in meeting the rising demand for patient-centered activities.

Comments from respondents underscore the importance that healthcare organizations are placing on improving their ability to deliver top-notch service to patients.

\u201cWe aim to deliver 100 percent patient and caregiver satisfaction,\u201d one survey respondent wrote.

Because of the rising importance of patient engagement, technology and other resources are being assigned to delivering better experiences.

\u201cWe are aligning our staff satisfaction with positive patient experience,\u201d one respondent noted. \u201cWe\u2019re utilizing technology to provide our staff with the tools necessary to provide care in a more efficient way,\u201d which will pay dividends in the form of better service for patients.

\u201cWe want to better suit the needs of providers to enable value-based care and drive a positive experience (by patients) when engaging with our organization,\u201d another respondent wrote.

Technology tools that enable improved patient satisfaction include virtual care, more informed outreach to patients by providers, an easier and more understandable patient billing system, improved care management and patient interaction after discharge, and bulking up the capabilities and ease of use of portals.

\u201cWe want to have all patients leave knowing they were cared for as if they were family,\u201d one respondent noted. \u201cHaving the most current technology just improves the efficiency and overall delivery of care.\u201d

The use of digital health and information technology can empower provider organization staff to improve patients\u2019 experience with healthcare organizations.

\u201cWe want to provide human caring support, augmented with digital technology that helps track things like nutrition, exercise, medications and blood glucose readings,\u201d one respondent wrote. \u201cOur services are offered to individuals with nutrition-sensitive conditions like diabetes, hypertension, heart conditions and kidney diseases. Technology supports the patient and a heath coach share detailed eating patterns and provides insights into potential nutritional issues \u2026 The technology enables the coach and patient to focus on goals, motivations and barriers.\u201d

\u201cWe are using technology to better meet the needs and wants of our patients,\u201d another respondent concluded. \u201cFor example, telemedicine makes it easier for patients to be seen by specialists that have difficulty leaving the facility. Also technology is helping us to continue relationships after discharge through things like Skype and email.\u201d
","saveContent":"Novant Health understands the value of getting patients involved in their own care, and it\u2019s using technology to lure them in.

The four-state integrated network of physician clinics, outpatient centers and hospitals has been offering portals since 2011 and was one of the first in the country to have 100,000 patients using the technology to look at their medical records. And Novant is doing more than just providing access to health records. For example, it\u2019s using its database of patient information to initiate personal contacts, such as its \u201cbirthday letters\u201d to patients containing reminders about health services and tests that patients need.

It\u2019s a key to the chain\u2019s long-term strategy. \u201cWe\u2019ve made it easier for patients to address their needs,\u201d added Ryan Neaves, director of IT applications at Novant Health Lakeside Primary Care. \u201cWe can offer an e-visit for patients, and that has really made it a more cohesive experience for them.\u201d

Novant\u2019s experience isn\u2019t unusual. Providers are increasingly seeing the need to improve patient engagement and enrich their experience when they come in for care. At least two key reasons exist\u2014patient compliance with clinical orders needs to consistently improve for providers to improve outcomes and perform better under value-based care. And second, consumers have higher expectations of their interactions with care providers. They have increased control of transactions and their experiences in the retail environment\u2014and they wonder, why isn\u2019t it the same way in healthcare?

Executives of provider organizations say they\u2019re using more technology to boost the effectiveness with which they support patient engagement and experience. IT will be crucial to meet the expected importance of meeting consumer expectations for healthcare in the future they say.

A just-completed survey by Health Data Management finds HIT executives found that 57 percent of respondents say their efforts to deliver patient engagement is either very effective (34 percent) or extremely effective (23 percent). Another 31 percent of respondents said their organization is somewhat effective in meeting rising demands for better patient engagement and experience.

In addition, nearly two-thirds of respondents said their organizations are either highly effective (38 percent) or extremely effective (28 percent) in delivering a positive patient engagement experience.

But expectations are high for the use of technology to improve patient interactions. Some 35 percent of respondents say this is their organization\u2019s top priority; another 46 percent said it is very important, among their organizations\u2019 top areas of focus.

Provider organizations look to tech to improve the patient experience

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