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Using Patient Engagement Technology to Meet New Expectations in Population Health Management

Posted By Laurel Stoimenoff, PT, CHC, Friday, March 31, 2017

Population health strategies aim to improve the quality of care for communities, not just our traditional approach of caring for the individual. Urgent care plays a crucial role in population health management by optimizing efficiency, quality and outcomes throughout the continuum of care, while also expanding patient access.

Managing population health brings new financial risks when it comes to patient care, linking the patient experience and outcome directly to payment. In order for urgent care centers to succeed within the financial landscape of these new models of care, patient engagement will be key.

Patient Engagement Technology

Innovative technologies enable management of population health strategies by capturing, tracking and sharing patient data. The role of urgent care providers has evolved to include developing interactive relationships between physicians, patients, ancillary caregivers and technology beyond the exam room. Patient engagement technology can increase patient satisfaction and involvement throughout the continuum of care to improve clinical outcomes.

For urgent care providers, patient engagement technology has many benefits including:

·         Improving care coordination between other providers

·         Supporting a medical model that leverages the role of the urgent care center beyond episodic care

·         Enabling more informed diagnosis and treatment decisions for enhanced quality of care

·         Equipping patients with information to support a more active role in their healthcare management

·         Reducing errors and increasing administrative efficiency throughout the continuum of care

As healthcare becomes an increasingly information-driven, patient-centric industry, it is imperative for urgent care providers to stay on the cutting-edge of patient engagement technology innovations to ensure interoperability with other providers and secure fair, consistent and predictable reimbursement rates. 

Increasing Patient Engagement

According to a 2016 CDW Healthcare survey, 57 percent of patients and 70 percent of providers reported an increase in patient engagement over the past two years. Patients are increasing the frequency of communication with providers and accessing their healthcare information with greater ease. The motivations driving providers to improve engagement include meaningful use requirements, technology advancements, the opportunity to improve clinical outcomes and a more loyal patient population.

To make engagement technology accessible to all patient populations, consider each patient’s unique healthcare journey. Here are some tips:

1.       Develop digital expertise on the engagement options available and select the right technology to meet the needs of your target patient population.

2.       Present the technology with step-by-step instructions, demonstrations and big-picture visual communication tools to demonstrate how it works and its benefits to the patient.

3.       Offer mobile-optimized technology so the patient can access information on-demand from anywhere. Provide patients on-demand access to on-demand caregivers. Access to care has been key for most urgent care centers and it will extend beyond the ability to offer a face-to-face office visit in the future.

4.       Encourage and demonstrate continual use of technology by providing ongoing education and timely responses to patient communication.

5.       Seek feedback at every opportunity to understand where patient pain points are with the technology and how best to improve the experience.  

With a more engaged patient population, technology can help urgent care providers gather useful information for better predictive analytics around patient health, assist in more effective interventions in the future and improve data-driven outcomes as an essential provider in a broader healthcare delivery system. Likewise, patients can utilize the technology to access information and share responsibility in their healthcare, while enjoying a more fluid experience throughout the continuum of care. It’s a win-win.

Join us at the Urgent Care Convention & Expo April 30 – May 3 to learn more about the evolving role of technology in urgent care. 



Laurel Stoimenoff, PT, CHC, is chief executive officer of the Urgent Care Association of America

Read more of Laurel's insights in her CEO column in the April issue of the Journal of Urgent Care Medicine.

Tags:  engagement  patient care  technology 

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