No one wanted a pandemic. The silver lining is that quick
change can happen. With the right resources in place, organizations can move
faster than they think they can.
That’s perspective from Steve Schuh, Manager of Patient Experience at Cedars-Sinai and Mark Hagland, Editor in Chief of Healthcare Innovation. We were participating in a panel on patient engagement convened by Healthcare Innovation, joined by representatives of KLAS Research and MuleSoft.
Patient engagement—even more important
Patient engagement is a priority for healthcare
organizations and has become even more so since the pandemic. Before COVID-19, Verato’s
customers spoke about increasing patient engagement with high-touch services
and proactive outreach that aligned with consumers’ needs.
Since the pandemic began, I’ve seen a shift in the landscape
of patient engagement. It’s less about competition and more about alleviating
fear and earning loyalty by being collaborative and consistent. Healthcare
organizations are offering options that meet patients where they are—like
virtual care, accepting Venmo payments, and additional outreach to support
patients and their families.
During our conversation, this theme emerged: Speed, agility,
and interoperability will be the differentiators for organizations that succeed
with patient engagement. These qualities are equally crucial for the technologies
supporting these initiatives.
Adam Cherrington, Research Director of Patient Engagement
and Telehealth at KLAS, described a recent conversation
with a healthcare organization. The organization had a long-term, five-year
telehealth strategy that they advanced within a matter of months.
I’ve seen how Verato’s customers have pivoted in response to
the pandemic. One example that comes to mind is GRIPA
(Greater Rochester Independent Practice Association), a
physician-led partnership in New York state. GRIPA had built out its analytics
platform in support of HEDIS, using Verato’s cloud-based EMPI to improve data quality.
As the pandemic began to affect their region, the GRIPA information
team used their analytics skills to support their community. They partnered with
their outreach team to identify vulnerable patients who urgently needed care
management and access to social supports (such as grocery shopping).
Healthix, the largest health information exchange in the nation and a Verato customer, used
its person data-sharing capabilities to track hospitalizations and support NYC
Emergency Management in unifying families, and is now supporting contact
tracing across the metropolitan area.
Agility to meet patient expectations
One trend that continues to intensify is that consumers have
high expectations for healthcare, based on their experiences with other
industries that have become more digital. They expect efficiency, timely communication,
and want to use a variety of channels to access the healthcare system.
Healthcare is extending beyond the provider office and the
hospital to the home—through telehealth, informed outreach that connects with
people as individuals, and through programs such as Cedars-Sinai’s Hospital at
Personalized care has become even more key to building
trust, especially when new technology is involved. Knowing each person’s
individual needs helps members of the healthcare team confidently deliver a positive
telehealth experience. They’re also able to ensure that in-person healthcare
visits connect with telehealth. Equipping employees with the right person data
is crucial to their ability to provide this level of personalized care.
How Verato supports patient engagement
Healthcare organizations are realizing that improving person
data is a fundamental way to strengthen patient engagement initiatives. Given
that master person data is wrong at least 30 percent of the time, there’s an vital
opportunity to improve data quality, take another look at the performance of
the Master Person Index, and consider appending data with
social determinants of health.
With Verato UMPI’s proprietary
referential matching(SM), healthcare organizations can
significantly improve the quality of their patient data, while benefiting from
the agility and cost-effectiveness of a cloud-based platform. And they can
equip employees with the right information at their fingertips to deliver
healthcare continuity and informed outreach.
Learn more about how Verato UMPI can
engagement and patient experience initiatives across your organization.