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Factors driving engagement decisions in care coordination programs
Kevin Hawkins1, Timothy S Wells, Cynthia E Hommer
1Kevin Hawkins, PhD, Vice President, Research and Development, has 20 years of experience conducting and managing health services research. Dr Hawkins has authored more than 100 peer-reviewed articles and presentations and is a reviewer for several journals. Before joining OptumInsight, he worked for IMS-Health, Medstat, and Blue Cross Blue Shield of Michigan. Timothy S. Wells, PhD, is currently a Senior Health Economics Researcher at OptumInsight. Dr. Wells has more than 25 years' experience leading public health programs and has more than 10 years of experience leading epidemiological studies. Dr. Wells has authored 44 peer-reviewed articles and has served as a reviewer for several journals. Cynthia E. Hommer, MSW, LICSW, is Account Executive, Payor Solutions, MCG-Formerly Milliman Care Guidelines. Previous to this position, she was the Senior Director of Health Products and Services for United Health Group (UHG) Alliances, in the Health Care Transformation Division. She has 18 years of experience in the health care industry. Ronald J. Ozminkowski, PhD, Senior Vice President and Chief Scientific Officer at Optum, Consumer Solutions Group. He is recognized as an expert in the evaluation of health and productivity management programs and has published widely on these issues. He holds a doctoral degree from the University of Michigan, with an emphasis in Health Economics. Diane M. Richards, MBA, Director, Survey Research has more than 20 years of experience leading market research teams and programs designed to better understand the consumer experience and drive new product and brand development. Before joining Optum, she provided market research leadership and support to Ameriprise Financial and General Mills. Charlotte S. Yeh, MD, FACEP, is the Chief Medical Officer of AARP Services Incorporated where she leads efforts to identify programs that will enhance care for older adults. Previously, she was Regional Administrator for the Boston and New York Regional Offices
Understanding patient engagement in care coordination programs is key. Patients engage when they perceive benefits, convenience, and value, especially when needing support.
Area of Science:
- Health Services Research
- Patient Engagement
- Care Coordination
Background:
- Care coordination programs aim to improve patient health and healthcare navigation.
- Understanding factors influencing patient engagement is crucial for program success.
Purpose of the Study:
- To identify reasons for engagement, disengagement, or non-engagement in care coordination programs.
- To inform strategies for optimizing patient participation in health management initiatives.
Main Methods:
- A two-phase study involving insured individuals eligible for care management programs.
- Data collection through telephone surveys, focus groups, and in-depth interviews.
- Analysis of engaged, disengaged, and non-engaged participant groups.
Main Results:
- Key drivers for engagement include perceived program helpfulness (39%), convenience (14%), and no cost (9%).
- Barriers to engagement include lack of perceived benefit (28%) and comfort with existing healthcare (19%).
- Reasons for disengagement include time constraints, perceived lack of value, and lack of awareness.
Conclusions:
- Informed patients with a perceived need, such as requiring a support system, are more likely to engage.
- Effective communication of program benefits is vital for successful patient enrollment and retention.
- Tailoring outreach based on perceived needs can enhance participation in care coordination.
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