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The ROI of engaged patients
1Summa Health System, Akron, Ohio, USA. natalec@summahealth.org
Summary
Summa Health System improved patient engagement in care management through multimedia tools and follow-up. This initiative enhanced patient experience and secured full pay-for-performance incentives.
Area of Science:
- Healthcare Management
- Patient Engagement Strategies
- Health Informatics
Background:
- Active patient involvement is crucial for effective healthcare.
- Traditional patient engagement methods may require enhancement.
- Measuring patient experience and performance incentives are key healthcare metrics.
Purpose of the Study:
- To assess the impact of pre-visit multimedia engagement and post-visit follow-up on patient care management.
- To evaluate the effect of these initiatives on patient experience.
- To determine the correlation between patient engagement strategies and performance incentives.
Main Methods:
- Implementation of pre-visit multimedia patient engagement tools.
- Establishment of a centralized post-visit patient follow-up system.
- Utilizing Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings for patient experience measurement.
Main Results:
- Significant improvements observed in patient experience, as indicated by HCAHPS ratings.
- Successful achievement of 100 percent of the 2012 pay-for-performance incentive from the Centers for Medicare & Medicaid Services.
- Demonstrated a positive correlation between enhanced patient engagement and improved healthcare outcomes/financial performance.
Conclusions:
- Pre-visit multimedia engagement and post-visit follow-up are effective strategies for increasing patient involvement in care.
- These initiatives positively impact patient satisfaction and healthcare system performance.
- Investment in patient engagement technologies can lead to measurable improvements in patient experience and financial incentives.
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