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   See how integrated services support providers by collecting diagnoses and
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 * 

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   See how we support Member-centric Organizations

 * 

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Article


CREATING A PATIENT ENGAGEMENT FRAMEWORK



To achieve successful patient engagement, the use of online patient portals is
quickly becoming a necessity for medical practices. But no matter how many
features a patient portal offers, health care organizations cannot simply live
by the adage of “build it and they will come.” And even with effective promotion
of an online patient portal, today’s health care organizations need a
comprehensive patient engagement framework to:

 * Improve the patient experience
 * Meet increasing patient demand for convenient access to health information
 * Meet Meaningful Use Stage 2 requirements
 * Adapt to new care models such as Patient-Centered Medical Home (PCMH) and
   accountable care
 * Better serve consumers who are taking on increasing self-pay responsibilities
   through new health insurance structures

Patient portal adoption is a significant element of an overall patient
engagement strategy, but it doesn’t account for, or provide, everything that’s
necessary for a patient engagement framework. To achieve true patient
engagement, practices should consider these five steps:


1. DEFINE A VISION FOR PATIENT ENGAGEMENT.

Understand where you currently are with patient engagement, and where you want
to be. Discuss patient and family engagement with your senior leadership, board
and staff, as well as patients and their families. Then, develop your health
care organization’s own patient engagement framework with goals, expected
outcomes, expected use of tools and technology, and an approach for measuring
progress.


2. CREATE A CULTURE OF ENGAGEMENT.

Understand where you currently are with patient engagement, and where you want
to be. Discuss patient and family engagement with your senior leadership, board
and staff, as well as patients and their families. Then, develop your health
care organization’s own patient engagement framework with goals, expected
outcomes, expected use of tools and technology, and an approach for measuring
progress.


3. EMPLOY THE RIGHT TECHNOLOGY AND SERVICES.

Successful patient engagement strategies use the right combination of technology
and services. Look for patient engagement solutions that operate seamlessly with
other systems already in place at your practice, such as electronic health
records (EHR), billing, and practice management solutions.

The best patient engagement solutions offer a range of capabilities, including
the online patient portal software which can accommodate online bill payments,
lab results, appointment scheduling, reminders and patient registration. Ask
service providers about additional, integrated options such as live operator
support, automated phone and e-mail reminders, and lab result services.

Any patient portal should be built and branded for your specific practice, with
the flexibility to add and customize features. It should also be compliant with
new mandates, including ICD-10 and Stage 2 Meaningful Use, at no additional cost
to you. A patient portal vendor should also offer excellent customer support to
help you achieve success with your patient engagement framework, and should
offer significant flexibility, at no additional cost, as the landscape evolves.


4. EMPOWER PATIENTS TO BECOME COLLABORATORS IN THEIR CARE.

Your patient engagement framework should include a definition of “engaged
patients” at your facility, as well as patient engagement strategies that
encourage patient-provider collaboration. At first, you will need to focus on
promoting and encourage patients to use your online portal. To help accomplish
this, some vendors offer patient outreach services and support, such as
conducting patient reminder calls and e-mails on behalf of the practice. Make
sure your providers know when and how to discuss the patient portal, based on
your practice’s approach and needs. Finally, promote your patient portal on
signage, billing communication, appointment reminders and your practice’s
website.


5. CHART PROGRESS AND BE READY FOR CHANGE

Depending on the vision and goals of your patient engagement framework, your
health care organization may want to track metrics such as the number of
patients using the portal, number of e-mails collected, and patient confidence
in managing their own health. It is also important to be prepared with
strategies needed for future mandates, such as managing population health and
further stages of Meaningful Use.

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 * Knowledge Hub
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Solutions

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Who We Serve

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Why Choose Us

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 * The athenahealth network
 * Customer support
 * Improved efficiency
 * Master MACRA and MIPS
 * Cost and value

About

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Resources

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Schedule a 1:1 meeting

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anytime 800.981.5084

Solutions
 * Electronic Health Records
 * Medical Billing
 * Patient Engagement
 * Care Coordination
 * Enterprise Revenue Cycle
 * Telehealth
 * Mobile Capabilities
 * Advisory Services

Who We Serve
 * Who We Serve
 * OBGYN
 * Orthopedics
 * FQHC
 * Health Plans
 * Member-Centric Organizations
 * Start-Ups
 * Ancillary Service Organizations

Why Choose Us
 * Interoperability
 * The athenahealth network
 * Customer support
 * Improved efficiency
 * Master MACRA and MIPS
 * Cost and value

About
 * Who We Are
 * Careers
 * Newsroom
 * Marketplace Partners
 * athenaGives
 * Contact Us
 * Leadership

Resources
 * Our Insights
 * Real-Time Care Notifications
 * Webinars
 * Case Studies
 * Whitepapers
 * Developer Portal
 * Marketplace


Schedule a 1:1 meeting

Privacy PolicyTerms of UseDisclaimersDo Not Sell or Share My Personal
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