How to improve patient engagement: the complete guide

Traditionally, healthcare was provider-centric, with patients usually playing a passive role. However, in the last decade, the need for a more patient-centered care has highlighted the importance of creating strategies to involve patients in medical care decisions and get as a consequence, better outcomes.

Engaging patients in their healthcare journey is crucial not only for improving health results and enhancing patient satisfaction but also for reducing healthcare costs. 

Patients who take an active role in their care lead to better adherence to treatment plans, increased knowledge about their health conditions, and a more collaborative relationship between them and healthcare providers.

However, communication barriers and health literacy issues, cultural and language differences, and technological barriers are some of the challenges that still make effective patient engagement a goal hard to achieve.

In this guide, we’ll go through the key principles of patient engagement and how healthcare centers can implement several actionable strategies to improve this vital part of Healthcare in their day-to-day operations. 

What is patient engagement?

Patient engagement is how patients become actively involved in their own healthcare. This involvement is not just about attending appointments or following medical advice; it encompasses a holistic approach where patients are encouraged to actively manage their health, make informed decisions, and collaborate with healthcare providers. 

Types of patient engagement

Digital patient engagement

Digital patient engagement involves the use of technology to engage patients in their healthcare. This includes patient portals, mobile health apps, telehealth services, and other digital tools that facilitate communication and collaboration between patients and healthcare providers.

In-Person patient engagement

In-person patient engagement involves face-to-face interactions between patients and healthcare providers. This includes consultations, educational sessions, and support groups that promote active patient involvement in their care.

Remote patient engagement

Remote patient engagement includes telehealth services, remote monitoring, and virtual consultations. These tools allow patients to engage with their healthcare providers from the comfort of their homes, improving access to care and convenience.

Community-based patient engagement

Community-based patient engagement involves engaging patients through community programs and initiatives. This includes health fairs, community health education programs, and support groups that encourage patients to participate actively in their health.

Benefits of patient engagement

1. Improved Health Outcomes:

   • Engaged patients are more likely to adhere to treatment plans, make healthier lifestyle choices, and monitor their health effectively, leading to better health outcomes.

2. Enhanced Patient Satisfaction:

   • When patients feel heard, valued, and involved in their care, their satisfaction with the healthcare experience increases. This can lead to stronger patient-provider relationships and greater trust in the healthcare system.

3. Reduced Healthcare Costs:

   • Patient engagement can lead to significant cost savings for both patients and healthcare systems by preventing complications, reducing hospital readmissions, and promoting preventive care.

4. Better Patient Safety:

   • Engaged patients are more likely to recognize and report errors, adhere to safety protocols, and participate in initiatives to improve the quality and safety of care.

4 Key components of an effective patient engagement program

Effective communication

Effective communication is critical for patient engagement. Healthcare providers must communicate clearly, concisely, and compassionately to ensure patients understand their health conditions and treatment options.

Patient education

Patient education involves providing patients with the information they need to make informed decisions about their care. This includes information about their health conditions, treatment options, and preventive measures.

Patient-provider collaboration

Shared decision-making involves collaborating with patients to make healthcare decisions that align with their values, preferences, and needs. This ensures that patients are actively involved in their care and their voices are heard.

Personalized care

Personalized care involves tailoring healthcare to each patient's individual needs and preferences. This ensures patients receive care relevant to their specific health conditions and circumstances.

Challenges that hinder patient engagement

Communication

Communication barriers, such as language differences and health literacy issues, can hinder patient engagement. Healthcare providers must use clear and simple language to ensure that patients understand their health information.

Health literacy

Health literacy issues can prevent patients from understanding their health conditions and treatment options. Healthcare providers must provide education and resources to improve health literacy and empower patients to make informed decisions.

Cultural and language differences

Cultural and language differences can create barriers to patient engagement. Healthcare providers must be culturally competent and use language services to ensure all patients receive the care they need.

Low digital literacy

Technological barriers, such as lack of access to digital tools and low digital literacy, can hinder patient engagement. Healthcare providers must provide support and resources to help patients use technology effectively.

Strategies to improve patient engagement

1. Use technology when needed

Utilizing technology provides patients with convenient and accessible ways to manage their health.

Some of the technologies most commonly used to improve patient engagement:

• Patient portals

Patient portals provide patients with online access to their health information, enabling them to view test results, schedule appointments, and communicate with their healthcare providers.

• Mobile health apps

Mobile health apps provide patients with tools to manage their health, track their symptoms, and receive reminders for medications and appointments. These apps enhance patient engagement by making health management more accessible and convenient.

• Telehealth services

Telehealth services provide patients with remote access to healthcare providers, allowing them to receive care from the comfort of their homes. This improves access to care and convenience, enhancing patient engagement.

2. Improve communication

From the moment they schedule an appointment, patients should be able to understand the process, what to expect, and how to prepare. Healthcare providers must ensure that appointment details, instructions, and any preparatory steps are communicated effectively. Miscommunication or lack of information at this stage can lead to missed appointments, patient frustration, and decreased trust in the healthcare system.

On the other hand, support interactions, such as follow-up calls and pre-visit check-ins, are critical touchpoints for maintaining patient engagement. These conversations allow patients to voice concerns, ask questions, and receive guidance. 

Finally, effective communication is perhaps most crucial during treatment. Patients must be informed about their diagnosis, treatment options, and expected outcomes. Providers should use clear, jargon-free language and verify that patients understand the information being shared. Encouraging patients to ask questions and express their preferences can lead to more personalized care and better adherence to treatment plans.

3. Educate patients

Educating patients about their health conditions, treatment options, and preventive measures is critical for improving patient engagement. Healthcare providers must provide comprehensive and accessible educational resources.

4. Build trust and relationships

Building trust and relationships with patients is essential for improving patient engagement. Healthcare providers must show empathy, respect, and understanding to create a supportive and trusting environment.

5. Promote shared decision-making

Promoting shared decision-making involves collaborating with patients to make healthcare decisions that align with their values, preferences, and needs. This ensures that patients are actively involved in their care.

How to implement effective patient engagement solutions

Implementing effective patient engagement solutions can be a complex process. However, some best practices might help Healthcare Centers guide their efforts, starting with the first point of contact and continuing through the entire patient journey. Here’s how you can achieve this:

1. Start with the first contact 

The patient's journey begins when they make their first contact with your healthcare center. Ensure that this initial interaction is seamless, informative, and welcoming. Use personalized communication to make patients feel valued from the outset. 

Hiring specialized schedulers, using a medical call center service, or training your current front desk to be empathetic, patient, and knowledgeable can help set the tone for the entire patient experience.

Whether you choose one option or the other will depend on how many facilities you have and the volume of calls received, among other factors. 

2. Use a multi-channel approach

An efficient scheduling system is the backbone of effective patient engagement. Use advanced scheduling software for easy appointment booking, reminders, and rescheduling. Offer multiple channels for appointment scheduling, including online portals, mobile apps, and phone calls, to cater to different patient preferences.

3. Implement patient feedback systems 

Regularly seek feedback from your patients to better understand their needs and expectations. Use surveys, suggestion boxes, and follow-up calls to gather insights. Analyze this feedback to make data-driven improvements to your services. Showing patients their opinions matter can enhance their engagement and loyalty to your healthcare center.

4. Design engagement programs

Designing effective patient engagement programs involves identifying the needs of the patient population, setting clear goals, and developing strategies to achieve those goals. This includes selecting appropriate tools and resources to support patient engagement.

How CCD can help;

A specialized patient contact partner can help your center streamline operations, reduce administrative burdens, and ensure patients receive timely and efficient care as well as: 

1. Enhanced efficiency: Outsourcing scheduling and patient access to specialists can lead to more efficient handling of appointments and patient inquiries. This can free up your in-house staff to focus more on patient care than administrative tasks.
2. Improved patient experience: Specialist partners are often equipped with the latest technology and trained personnel, which can improve the overall patient experience. They can provide 24/7 support, ensuring that patients can reach out and schedule appointments at their convenience.
3. Scalability: As your healthcare center grows, patient engagement needs will evolve. Partnering with a specialist allows for scalable solutions that can adapt to increasing patient volumes without compromising on service quality.
4. Data security and compliance: Reputable scheduling and patient access partners adhere to strict data security and compliance standards. This ensures that patient information is handled with the utmost care and under healthcare regulations, reducing the risk of data breaches and non-compliance penalties.

Ready to transform patient engagement at your Healthcare Center? Our advanced patient management solutions are designed to streamline healthcare operations from scheduling to outcome.