Most discussions about improving patient engagement focus on technology–specifically, on the patient portal–but healthcare organizations cannot forget the human element of the relationship they have with their patients, according to executives from two leading healthcare systems who spoke this week at the Medical Informatics World Conference in Boston.
Imagine patient-centered care explained as a kind of updated Norman Rockwell painting. What you’d get is a recent PBS documentary, Rx: The Quiet Revolution, which, yes, uses a famous Rockwell image of a kindly family physician (Doctor and Doll) to set the stage for what follows.
The 2010 Affordable Care Act (ACA) moved patient and family engagement to center stage in health care reform. The law mentions “patient-centered care” at least 40 times, with explicit references to patient engagement, patient experience, health literacy and shared decision making. Evidence is growing that meaningful patient and family engagement can help achieve the triple aim of better quality, better outcomes and lower health care costs and substantially reduce preventable harm.
Nurse and staff satisfaction and engagement are vital to generating patient loyalty. Everything starts with tracking and analyzing the right metrics. Then comes strategy.
Building a patient-centered healthcare culture –assisting medical institutions in building patient satisfaction and a successful patient experience–is a key focus of mine. Today I’ll be consulting with one of the leaders in this field, James Merlino, MD.