Patient engagement is a moving target that can be a challenge to nail down. While HCAPS has defined data points, there are many variables that impact the outcomes of them. The patient’s conditions, how engaged family is in the patients care, if at all, how well the unit or department is staffed, what equipment is available or broken, what quarter of the year it is and what organizations finances statements looks like. Things as simple as if the patient is on time and if the coffee is still hot. Many organizations are taking the same approach as Chick-fil-A and Disney. While these approaches work well, one must remember the nature of those business and a healthcare provider.
Improving patient engagement can be accomplished with some simple operational changes and with the right team. From an operational perspective, having someone at the front door to greet and guide the patients at time of presentation helps to set the tone of the encounter. Way-finding items like signs, floor insignia or banners prevent patients and visitors from getting lost a great deal of the time. Having a clean lobby and waiting areas elevates questions surrounding quality and skill. Staff that presents with a smile and warm greetings who speak with clarity and present as knowledgeable reduces questions. Asking patients questions surrounding what they know and understand about why they are there and what outcomes they are looking for ensures all parties are working towards the same goals. Finding ways to incorporate healthcare into their current lives opposed to inserting their lives into their care. Having a system that allows for payment plans to be made, all the while the integrated credit report and propensity to pay program is running in the background. All of these things shows patients that providers are their for their whole well being and it opens the door for them to be engaged in their care.
Helping Healthcare Makes Sense 