Binary Fountain released the findings of its 2019 “Healthcare Consumer Insight & Digital Engagement” survey. With the goal of getting an updated view into how patients search, evaluate and share their experiences with their providers, the survey, conducted by OnePoll and commissioned by Binary Fountain, shows patients’ continued dependence on online ratings and review sites and increased trust in social media to make informed healthcare decisions.
Patients Depend on Online Reputation More Than Ever When Choosing a Physician
The survey shows that consumers rely heavily on online ratings and reviews when choosing a provider. According to this year’s survey results:
75% of respondents are influenced by online rating and review sites when selecting a provider.
In fact, 60% of consumers check the ratings and reviews of a provider, even when referred by another provider, up 44% since 2018.
80% of respondents believe online provider ratings and reviews are “somewhat” to “very” reliable.
Additionally, only 9% of respondents in 2019 selected they “do not use any websites or online platforms” when selecting a provider. By comparison, 48% of respondents selected this answer in 2017, representing an 80% increase in Americans using some form of online website or platform to choose a provider.
Of the respondents that have utilized ratings and review sites when searching for a provider, 53% selected Google as a primary source, followed by a hospital and/or facility’s website (48%), Facebook (45%), Healthgrades (42%) and Instagram (28%).
More Consumers Are Using Social Media for Provider Searches
This year’s survey results also found that consumers are increasingly utilizing social media channels to find providers. For instance, 51% of consumers use social media platforms to search for a provider, a 621% increase from Binary Fountain’s 2017 survey results.
In particular, Facebook saw a 264% increase from 2018 to 2019 in its use to help patients find a provider.
Other social media platforms such as Instagram and Snapchat have seen a 550% and 365% increase, from 2018 to 2019, respectively.
Likewise, specialized listing sites like U.S. News & World Report (536%), ShareCare (454%) and ZocDoc (359%) continue to gain more traction year-over-year.
More Patients Are Sharing Their Healthcare Experiences through Social Media
When asked “what online platform(s) have you ever used to share your provider/hospital experiences,” respondents selected Facebook (57%) as the leading platform, followed by Google (49%) and a tie between hospital and/or facility website and Healthgrades at 40%. The 2019 survey results also revealed:
All social media platforms, besides Facebook, have more than tripled the amount of provider/hospital online feedback they had received in 2017.
In fact, Google has seen a 319% increase in sharing provider/hospital experiences on its platform since 2017.
Similarly, Instagram has seen a 506% increase in sharing provider/hospital experiences since 2017.
Finally, Facebook has seen a 170% increase in sharing provider/hospital experiences on its platform since 2017.
Furthermore, only 5% of respondents mentioned they “don’t share feedback on online platforms” in 2019, a stark contrast to the 69% of respondents that selected that answer in 2017.
Healthcare Consumers Seek Digital Scheduling
The survey shows that consumers are increasingly looking to digital devices to schedule appointments. The survey results revealed:
A majority (60%) of Americans say they have used an online search engine to look for a provider, a 60% increase from the 2017 survey results.
In fact, 29% of respondents have booked appointments directly from a provider’s website, a 100% increase from 2018.
Making appointments by phone has decreased by 45% since 2018. However, 47% of consumers still make appointments by phone, making it the leading method for booking healthcare appointments today.
Use of voice search capabilities to find physicians has made a significant leap with 30% of respondents selecting voice assistant devices (i.e., Siri, Alexa, Google Home, etc.) as a source, an increase of 756% since 2018.
Based on the above findings, it is critical for healthcare providers to verify and ensure their contact information is accurate and up-to-date across all online listings and third-party websites.
Clinician-to-patient communications are typically anchored
by in-person, at-home visits. Home health agencies may struggle with understanding
the benefits of technology adoption and how it will “work with” traditional
check-ins. The downside of not
implementing a communication platform unfortunately weakens an agency’s
positioning and performance amongst patients, family caregivers, and referral
sources. Without being able to safely communicate with patients via
HIPAA-compliant messaging, home health agencies may negatively impact their ability to:
Address patients’ questions and issues in a timelier
Drive deeper patient engagement on a day-to-day
Motivate adherence to the treatment plan and lower
the risk of rehospitalization
Earn recognition as being an innovative and
patient-centric partner in their community
Increase referrals from hospitals, SNFs, and
Introducing technology into the communications between home
health agency staff and patients may be seen as a potential interference to
building and sustaining meaningful clinician-patient relationships. However,
the use of technology – specifically a communications platform – allows nurses
to more effectively perform their clinical responsibilities and more
efficiently keep patients engaged in their own care. The benefits of using technology to strengthen
communications are many.
are more invested in their outcomes:
Patients who are engaged in their care are more aware of their
day-to-day changes in their condition and more likely to ask their clinician
questions if there are emerging concerns and issues. Using a communication
platform to reach out to a home health clinician can mitigate trips to the ER
and keep a patient on track with the appropriate steps in their care.
are more satisfied with their care. With easy access to their clinicians
before/after scheduled appointments, patients are more satisfied as they are
less anxious about accessing care if/when there is an immediate need. Family
caregivers also appreciate the access to expert care afterhours and on the
weekends. As a result, the family member and/or the patient is more apt to
first contact their home health clinician team instead of immediately (and
almost instinctively) heading to the ER.
patients are boosting your bottom line.
As the PDGM model is realized in 2020, agencies are more concerned with
delivering care that is patient-centric yet cost-contained. To minimize
penalties and maximize outcomes, referral sources are prioritizing home health
agencies which can show how they are engaging patients, increasing satisfaction
scores, and lowering readmission rates especially within the initial 30 days
post-hospital discharge. With a communication platform and engagement strategy
in place, agencies are aligning themselves with these referral sources as they
share a like-minded objective – healthier and happier patients.
A communication platform can help optimize the experience for the patient and the home health agency as all stakeholders can stay in better and more frequent communication during the episode of care. Administrators can schedule and send out timely messages suited to the patient’s condition and care. Ongoing communications include appointment reminders, adherence triggers, and diet/exercise recommendations.
Patients can also safely use the platform’s HIPAA-compliant email, text, SMS, and secure message to reach their home health clinicians regarding questions or issues. The essence of the in-person clinician-patient relationship remains intact during the video-based virtual check-ins. The patient’s family members can also be included in the virtual visits to drive better understanding of the patient’s progress and next steps.
Data is key to allowing administrator the ability to assess
each patient’s level of interaction with each communication and the cadence of
touchpoints. As needed, the administrator has the flexibility to adjust the
compliance messaging to better engage (or re-engage) the patient. If there are
concerns about non-compliance, the home health agency can decide if a more
immediate intervention (e.g., call, in-home visit, or transfer to the ED is necessary.
Using a combination of messaging and video touchpoints, a
communication platform can help a home health agency increase satisfaction and
outcomes for the patient while actively reducing the number, length, and
related costs/penalties of hospital stays. The coordinated plan to engage
patients throughout the episode of care helps agencies minimize any “what if”
scenario for the future of their agency, their reputation, their staff and most
importantly, the agency’s impact in their region and community.
By George Mathew, MD, chief medical officer, North America, DXC Technology.
Patients, like all consumers, are more digitally aware and connected than ever before, as they continue to embrace the latest mobile devices and wearables. These devices, as well as the increasing availability of information on health management, have made patients more engaged participants in managing their own health and wellness.
As a result, they demand timely access to their own health information and expect care services that are personalized and convenient. They also want to use consumer-friendly digital tools to engage with their clinical records, lab results, medications and treatment plans.
However, many health organizations are still evolving their approach to meet this challenge. Existing systems of record in healthcare are often siloed, making it difficult to share actionable patient information across the continuum to accelerate service delivery and improve outcomes. The solution lies in implementing next-generation digital health platforms to integrate sources of historical clinical and wellness data to derive insights that drive more engaging patient experiences, better outcomes and lower costs.
Bridging the Information Gap
Integrating data sources across healthcare segments and aggregating them into a single digital-patient record, empowers patients and providers to make better healthcare choices and improve quality of care.
Rather than searching and clicking across multiple systems, an integrated digital patient-care platform creates a “single source of truth” to give patients and their providers quick and easy access to real-time, context-specific information for timely decisions. Benefits include the following:
Providers can optimize clinical operations, with results that include streamlined processes, reduced patient admissions, shorter hospital stays and, ultimately, improved quality of care for patients.
Patients may obtain a full view of their complete health journey and access relevant education and medication information — instead of having to wait for follow-up visits to see and discuss their results.
Patient engagement can also be improved through secure patient messaging capability, the ability for providers to receive patient experience feedback, and deployment of intelligent virtual assistants across a range of mobile devices to create a connected healthcare experience.
Additionally, when healthcare staff have access to the most up-to-date data, they can ensure the right materials are in the right place, reducing material waste and minimizing patient wait times. Furthermore, integrating clinical and wellness systems can help providers efficiently collect population health data to maximize health outcomes through early interventions.
What do the best care teams in healthcare have in common? They don’t just take care of the sick — they help them get better. They engage and empower their patients to play a central role in their care and become healthy. The RWJ Foundation suggests that compared to highly engaged patients, patients without the skills and confidence to manage their own health end up incurring up to a 21 percent higher cost of care. It’s time we brought patients on to the center stage for the healthcare transformation.
While consumer engagement always plays an important role when delivering any kind of service, patient engagement is an important cog in the wheel of value-based healthcare; this much has always been clear. Whether or not we are capable of meeting these needs — or if meeting them is easy — is up for debate.
Patient engagement: The ‘quarterback’ of healthcare’s transition to value
As Dr. Geeta Nayyar, chief healthcare and innovation officer at Femwell Group, expressed in an interview this HIMSS19, “Patient engagement is the quarterback to get us from fee-for-service to fee-for-value,” and one cannot agree more.
Leading health systems recognize that patient engagement is a high priority. At face value, the term may seem pretty straightforward, but there is a lot more nuance to defining a truly engaged patient. It may start with giving them the tools they need to understand what makes them sick, enabling access to a portal where they can look at their information, and motivating them to take care of themselves with help from friends and family.
The well-being of a patient — broadly, the entire population — is an important measure of the quality of care and its effectiveness in a particular network. And that’s what providers need to realize. The healthier and happier their patients are, the better their network would be.
What does “patient engagement” mean in the current age of health IT? Given the recent proposed rules by CMS that tell the sector that all data generated by a patient in the care spectrum is their information, has much changed since the term took roost in healthcare several years ago? What is its catalyst in the current healthcare economy?
The patient engagement concept seems pretty easy to grasp: Getting a patient to pay close attention to their personal health and to stay active in the maintenance of it. Patients who are more involved in their personal care are healthier overall compared to patients who are not. While easy to define, patient engagement in dictionary terms, in real-world practicality, appears to be another thing altogether.
When thinking about patient engagement, many conjure up ideas of technology that interfaces with a patient who then uses said technology to accomplish some lofty goal set forth by the provider, the technology maker and even regulators. The technology might be some form of telehealth, for example. The technology might be vitals analytics or even smart devices, like watches and other wearables that track a patient’s movements and progress toward some pre-determined goal.
When the patient engagement movement caught fire, patient portals were the vehicles that were supposed to capture our (read: patients, consumers) attention. While the capabilities of such sites are vastly more developed than they were in their infancy at the start of the current decade, patients didn’t find much joy in using the portals for bill pay and scheduling. Also, there was no advocacy like the current CMS patient information ruling that allowed patients to easily take ownership of their health data through them.
CMS, lest we forget, once mandated patient engagement through the beleaguered and sometimes-hated meaningful use program (stage II, specifically). “To meet Stage II, providers must give patients clinical summaries after each visit. They must use electronic secure messaging to communicate with patients on relevant health information with a minimum of 5 percent of their patients during the review period. They must also provide patients with the ability to view online, download and transmit information about a hospital admission and give them access to any health information about that patient the providers receives, within four days of receiving it.”
Patient engagement today is not much different than what it has always been, it seems. Per HIMSS (in or about 2017) patient engagement is: “Providers and patients working together to improve health. A patient’s greater engagement in healthcare contributes to improved health outcomes, and information technologies can support engagement. Patients want to be engaged in their healthcare decision-making process, and those who are engaged as decision-makers in their care tend to be healthier and have better outcomes.” Or, pretty much the same definition as listed at the start of this piece.
Taxpayers and health systems have spent billions of dollars digitizing data, and clinicians have spent millions of labor hours entering it over the past decade. There’s too big of an opportunity to let that go to waste, said Mudit Garg, founder and CEO, Qventus. “More free-flowing data that creates greater interoperability between health IT systems has the promise to cut significant inefficiencies that benefit providers, payers, and, ultimately, patients,” Garg said. “Now, modern technologies, such as AI/ML and telemedicine, that harness the collective power of disparate data sources can surface new insights and solve highly complex problems.”
Sure, data is one of the key components of patient engagement, but the patient is the heart of the matter. The data they generate, and own, comes about through their own personal experience in and outside the point of care. “When that translates to a more delightful user experience, or a more efficient hospital visit, patients are more likely to engage in their care, which benefits all,” Garg said.
While healthcare leaders attempt to define the terms and how to best lasso or corral it in tangible terms (so as to produce desired outcomes) healthcare’s struggle of understanding the current definition of the term might be missing a broader point. Patient engagement conversations usually degenerate into technology and system applications and how these can be placed into patient/consumer hands. Alternatively, consumers tend to seek, discover and use technology that they feel betters, enhances or improves their lives.
Non-healthcare technologies developed for consumers seem to take a consumer-based approach driven by what might best attract a consumer’s attentions rather than the approach of pushing some piece of technology to consumers that might get used if pushed hard enough.
Patient engagement needs to find its Waze
A technology engagement story:
In 2006, FreeMap Israel was founded and developed with the crowd sourcing assistance of community users, a free digital database of the map of Israel in Hebrew, and to ensure its free content, update and distribution. In 2008, Waze was launched commercially. In December 2011, Waze employed 80 people, composed of 70 at Ra’anana, Israel, and 10 in Palo Alto, California.
In 2011, the app was updated to display real-time, community-curated points of interest, including local events, such as street fairs and protests. As of January 2012, the app had been downloaded 12 million times worldwide. In July 2012, Waze announced that it had reached 20 million users, half of them recruited in the previous six months. There were nearly 50 million Waze users as of June 2013.
In June 2012, Waze launched an update to provide real-time fuel prices. As with all Waze real-time updates, prices are submitted by users. In June 2013, Waze introduced a global localization project that enables future road closures and real-time traffic updates during major events in a given country, for example Tour de France.
Waze collects map data, travel times and traffic information from users and transmits it to the Waze server, at no cost to Waze. Waze users (“Wazers”) can report accidents, traffic jams, speed and police traps, and, from the online map editor, can update roads, landmarks, house numbers, etc. Based on the information collected, Waze is then in a position to provide routing and real-time traffic updates. Waze can also identify the cheapest fuel station near a user or along their route, provided Waze has enabled fuel prices for that country.
Waze offers turn-by-turn voice navigation, real-time traffic and other location-specific alerts. Waze encourages users to report traffic or road hazards by offering points. Add-ons expand the functions and personalize this interaction with the app. Add-ons can integrate Foursquare and Facebook friends to Waze or notify the user when driving through a high-crime area. In 2017, an option was added for motorcycle users, as well as specialized routes for people eligible to drive in carpool lanes.
The megalithic healthcare conference, HIMSS19, has come and has gone from the vast former swampland of central Florida. While I’m a relative newcomer to the show’s trajectory – I’ve been to four of the annual tradeshows since 2011 – this year’s version was, for me, the most rewarding and complete of them all. This could be for one of several reasons. Perhaps because I no longer represent a vendor so sitting in the exhibit hall in a 30×30 booth with a fake smile wondering when the day’s tedium would end and the night’s socials would begin may impact my rosy outlook.
Or, maybe I was simply content to engage in the totality of the experience, attend some quality sessions, meet with many high-class people and discuss so-called news of the day/week/year. Doing so felt, well, almost like coming home. Or, perhaps my experience at the conference this year was so good because of running into former colleagues and acquaintances that drove me to such a place of contentment while there. No matter the reason, I enjoyed every minute of my time at the event.
Something else felt right. An energy – a vibe – something good, even great, seems/ed about to happen. Something important taking place in Orlando, and I was blessed to be a part of it. Kicking off the week, CMS created news – like it does every year at about this time – with its announcement that it will no longer allow health systems and providers to block patients from their data. This was a shot across the bow of interoperability and the industry’s lack of effort despite its constant gibberish and lip service to the topic.
Another fascinating thing that finally occurred to me: no matter the current buzzword, every vendor has a solution that’s perfect for said buzzword. Be it “patient engagement,” “interoperability,” “artificial intelligence,” “blockchain”; whatever the main talking point, every organization on the exhibit floor has an answer.
But, no one seems to have any real answers.
For example, after nearly a decade, we still don’t have an industry standard for interoperability. Patient engagement was once about getting people to use patient portals for, well, whatever. Then it was apps and device-driven technologies. We’re now somewhere in between all of these things.
AI? Well, hell. It’s either about mankind engineering the damnedest algorithms to automate the hell out of everything in the care setting (an over exaggeration) or that AI/machine learning will lead to the rise of machines, which will help care for and cure people – before ultimately turning on us and killing or enslaving us all (again, I’m overly exaggerating).
During her trip to HIMSS19, Center for Medicare & Medicaid Service administrator Seema Verma spoke with registered members of the media to preview her keynote speech and answer questions about her department’s newly released proposed interoperability rule. The rule dictates that data generated by patients while in the scare setting is theirs to own, transfer and share with caregivers. It also would require healthcare providers and plans to implement open data sharing technologies to support transitions of care as patients move between these plan types.
In a statement released prior to her meeting with the media, Verma said that ensuring patients have easy access to their information, and allowing that information to follow them on their healthcare journey “can reduce burden, and eliminate redundant procedures and testing, thus giving clinicians the time to focus on improving care coordination and, ultimately, health outcomes.”
During her meeting with the media at HIMSS, Verma started by discussing CMS’ “why” — why CMS is moving toward enhanced patient empowerment – as well as her and the administration’s focus on the improving the sustainability of the healthcare community.
Patient empowerment remains front and center for the agency, she said. For example, from the patient perspective, everyone has their own experience of going to the healthcare system and not being an empowered patient, she said, and not having access to data decreases patient engagement. CMS is working to change that, now.
When people understand their health and participate in their health, this has the ability to improve care outcomes, she added, and through complete access to their healthcare records, patient care can be more complete. Ultimately, she said, with every detail of a person’s health information in one place — and accessible to the patient — will kick start the digital health data revolution.
Primary care physicians are at the frontlines of our nation’s health. The average family doctor cares for 2,300 patients with visits varying from acute conditions to chronic diseases. Treating patients with the highest quality of care is a fundamental goal of every physician. However, with a very high volume of patients, limited in-office time and space, and restricted patient availability, doctors actively seek innovative alternatives to meet patient needs. More and more physicians see telemedicine as the solution and are now offering consultations through virtual devices, such as smartphones, tablets and laptops, to their patients.
Our primary care practice, the Kaufmann Clinic that has been around in Atlanta since 1954 and has multiple locations and multiple providers, recognized the need to incorporate telemedicine into our traditional, brick-and-mortar practice. Here are the ways telemedicine has benefited our practice:
Telemedicine optimizes our practice’s capabilities. A physician can only examine a limited number of patients in office due to administrative time, severity of cases, and number of exam rooms. By using telemedicine our practitioners can now increase the number of patients they see in a given day. Seeing less acute patients virtually enables us to be more efficient and effective overall. Not only remote visits, but also in-clinic visits are optimized.
By Robert Barras, vice president of health solutions, CTG Inc.
There’s nothing like a good bandwagon to get everyone excited. Whether it’s the success of your favorite sports team, or a hot new restaurant in town, or a movie that’s breaking box office records, once something gets hot it seems everyone wants a piece of it.
For healthcare IT, one of the loudest and most visible bandwagons in the last few years has been the cloud. The idea of being able to hand off the expense and resource-intensive hassle of purchasing, implementing, and maintaining hardware and software is very attractive to healthcare organizations continuously being challenged to “do more with less.” Yet that expediency is often offset by continuing concerns about security, especially as it relates to protected health information (PHI), speed of access, and other issues.
The reality is the cloud is the right choice for some organizations, or even some specific applications, but it’s not a panacea for HIT. Following are some things to consider as you make the choice of whether to move to the cloud at all, and what makes sense to move to it.
One of the top reasons in favor of moving data and/or applications to the cloud is the ability to scale them on an ad hoc basis – especially as healthcare data continues to grow exponentially. A report from EMC and research firm IDC projects the volume of healthcare data will grow from 153 exabytes in 2013 to 2,314 exabytes by 2020.
Of course, the growth won’t come in a steady stream. At some points, healthcare organizations will need to be able to manage a high volume of data. At others, they may need to boost their computing power temporarily to drive a specific objective.
Rather than trying to manage data or computing needs internally and ending up with over- or under-capacity, the cloud provides a convenient way to scale up or down quickly. It’s also more cost-efficient, as healthcare organizations only pay for what they consume, significantly reducing costs. Finally, expanding capacity through the cloud ensures processing-heavy analytics applications aren’t slowing down the performance of critical clinical applications.
All of that data won’t be coming from a single source, either. As more of healthcare shifts to being value-based, providers of all types and sizes need to populate their population health management (PHM) and other analytics applications with data drawn from a variety of sources inside and outside of the organization.
Most organizations, especially those hyper-concerned with security, will not want all of that outside data flowing into their core systems or internal data centers. The cloud presents an ideal alternative.
It can create a clean separation between the main storage of PHI and all other data by treating PHI as a source that feeds applications housed in the cloud. With the help of a partner, all the incoming data can be cleaned and normalized so it can be used within analytics or other applications, providing better, more complete answers to PHM, patient engagement, trends, and other questions than can be obtained with internal data alone.
As the use of data in this manner grows, it will simplify the exchange between providers – especially as standards such as FHIR proliferate throughout the industry. The result is interoperability almost becomes a byproduct of the use of data in the cloud, avoiding the need for expensive, time-consuming special projects just to send electronic health records from one provider to another.
By Poornima Venkatesan, senior consultant, Virtusa.
In today’s value-based care environment, patient engagement is a vital key to success in clinical outcomes. This is especially true for chronic diseases such as arthritis, where continuous care is necessary because of the disease’s physical, emotional and economic impact on patients. Although the advent of specialty drugs in the past decade has made disease control possible, clinicians still face challenges in patient care because patients’ preferences about therapy aren’t often considered.
Understanding patient goals and expectations
While a clinician’s goal is to achieve remission, a patient’s goal could be clinical or nonclinical and varies depending on their individual characteristics and demographics.
Patients from low-income countries such as Morocco expect access to primary care (never mind rheumatologists), support services and education about the disease. The high expenses related to rheumatoid arthritis (RA) in such countries result in poor treatment compliance, school absenteeism in children and deterioration in quality of life. Comparatively, even with excellent health insurance systems in the United States, one in six adults with RA reduce their medication use because of high out-of-pocket costs. Most patients expect cost-effective care. In wealthier countries like the United Kingdom, patients expect increased social connectedness and family support.
Elderly patients expect reduced pain, fatigue and side effects, whereas young adults expect independence and normalcy from their treatments. Women, who are most affected by RA, might expect a lesser impact on family life and childrearing.
If such multidimensional expectations are not met, patients tend to discontinue their treatment. As new biologics and non-biological complex drugs (NBCDs) are developed, patient adherence is essential in determining both therapeutic and potential adverse effects. Studies reveal that frustration towards the method of drug administration (like self-injection) also impacts adherence. In the U.S alone, the total cost of non-adherence is estimated between $100 billion and $289 billion annually.
Therefore, it is important for the patient and the physician to trust each other and have open discussions about treatment strategies and expectations to ensure better alignment and cooperation.
Measuring patient engagement
The first step towards patient engagement is awareness of their current engagement levels. The patient activation measure (PAM) tool is helpful here. PAM measures the attitude and knowledge of patients about the disease and treatments. Studies have proven that highly activated patients have better outcomes via increased medication adherence, resulting in lower healthcare costs through fewer ED visits, hospital admissions and re-admissions. By continuously monitoring activation levels, providers can measure sustained changes in patient behavior and personalize their care programs.
We can also measure engagement levels by taking advantage of data. Data derived from direct [electronic health records (EHR), claims] and indirect sources (wearables) provide a holistic view of an individual patient. Simple analytics applied to population data can predict patient behavior. For example, analytics can help providers know which patients are likely to miss their appointments, which patients will fill their prescriptions on time, and so on. Detailed patient-based data could also lead to better and more accurate diagnoses and treatments.