Why Engagement is Critical in Today’s Healthcare Marketplace
Many hospitals are already paying close attention to patient engagement, and it shows in their success. Although the media often reports on glamorous perks such as organic food or beautiful rooms, these elements are meaningless unless they are placed within the context of an Engagement Model that defines the patient journey, from the moment they park their car in the lot to the time they are home and receiving after-care. There must be a unifying value proposition that brings staff, management and clinicians together, and this must then be specifically thought-out and planned for each patient segment. Most important of all, this must all begin from the patient’s perspective. While fancy rooms may be nice, if a patient has to make multiple phone calls and leave several voicemail messages before finding out a test result, the point has been missed entirely.
The process of creating and activating an Engagement Model can seem daunting, especially for hospitals which have complex internal cultures and are dealing with shortages of clinicians, aging populations and other various external challenges. This need not be the case. We have outlined here in some detail elements and processes to consider that can be used as a starting point for a conversation within your healthcare organization about how to build lasting relationships with your patients through an Engagement Model.
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