Beyond HCAHPS: The New Model for Patient Engagement

Patient Engagement Across the Care Continuum

Today’s provider systems must navigate the shift from fee-for-service to value-based care models, compete against nontraditional players aiming to “disrupt” the industry, and align care delivery with increasing consumer expectations.

To thrive in this ecosystem, healthcare executives must lead their organizations in developing new strategies that reach and engage patients across the care continuum. As such, hospitals are increasingly forming partnerships with ambulatory and post-acute care providers to focus on the entire arc of patient care. Leading organizations will differentiate themselves by creating and integrating new access points throughout the patient journey to improve the health and wellness of the communities they serve.

As the reach of the hospital expands beyond episodic care, so does the need to engage patients to ensure they receive the right care in the right setting. To investigate the role of patient engagement in driving success with value-based care, Modern Healthcare and CipherHealth partnered to survey 217 healthcare leaders on the current state of their patient engagement strategies.

Although more than 80% of the healthcare executives surveyed identify patient engagement as a high priority, only 20% are satisfied with their current programs – indicating the significant gap between how important patient engagement is and how satisfied leaders are with their current programs. Similar to other long-term initiatives, healthcare organizations are in different stages of organizational maturity in regard to their patient engagement strategy.

At the most basic level, patient engagement is perceived solely as a measurement of patient satisfaction scores, indicated by HCAHPS. Organizations that are further along in their journey invest in processes and technologies designed to proactively identify and address the needs of patients and their families in the inpatient setting. Finally, the most innovative healthcare organizations derive significant competitive advantages by widening the scope of their patient engagement strategy to drive every aspect of how healthcare is delivered, experienced, and perceived across the continuum of care. These health systems prioritize extending their reach across all levels of care to link disparate data and create an integrated experience throughout the patient journey.

Read the full Modern Healthcare article to uncover why the new model for patient engagement extends beyond the hospital.

In her role as Market Manager for Hospitals and Health Systems, Lucia Huang, RN, integrates her previous experiences on the front lines of patient care within the broader context of the business of healthcare. She is passionate about empowering nurses to provide the highest quality and experience of patient care through technology. Lucia graduated from the University of Pennsylvania with a BS in Economics from the Wharton School and a BSN from the School of Nursing.