There is much talk about technology as “the” patient engagement solution. However, true patient engagement requires much more than technology. It starts with a focus on patient experience. Interactions between patients and all levels of care contribute to patient experience and profoundly influence patients’ willingness to engage with the health care system.
Dr. Grace Chen’s frail and elderly patients can be bewildered by the automated phone directories of their healthcare providers and may give up before getting through for help. Understanding their new medications can overwhelm them. And they may miss medical appointments because they lack transportation. Their confusion and anxiety can end with a trip to the emergency department.