Our Patient Engagement Opportunity Analysis service uses audio and/or video recordings of your physicians’ exam room conversations with patients to reveal the patient engagement opportunities that present themselves during patient visits … how physicians manage them … and at what patients think.
Here is what clients learn from a Patient Engagement Opportunity Analysis:
- The number and type of patient engagement opportunities presented by the patient.
- How the physician managed each patient engagement opportunity? Were they receptive? Did they recognize and respond to each opportunity as presented?
- How did the patient feel about the way the physician handled each engagement opportunity?
- The “opportunity cost” of missed engagement opportunities.
As part of our Basic Patient Engagement Opportunity Analysis physicians will receive a report which includes a recording (audio or video) of each office visit they submitted, with each engagement opportunity highlighted and time-stamped, and annotated with our reviewers’ comments, findings and recommendations.
Physicians clients of our Enhanced Patient Engagement Opportunity Analysis will also receive a recording of verbatim feedback from the patients that participated in the recorded visits. Shortly after the visit, patients will be invited to watch a video recording of the visit, stop at specific engagement opportunities, and then asked their thoughts about about what was happening.
A Great Way To Engage Physicians
Enabling your physicians to see themselves interacting with patients on video, and to get objective feedback from reviewers and patients, is a great way to engage physicians in your organization’s efforts to improve patient engagement and the patient experience.
What Are Patient Engagement Opportunities?
Patient Engagement Opportunities are “moments” during the medical exam when the circumstances are ideal for the physician:
– “To Engage Patients” by initiating relevant, high value conversations with patients about topics like: the patient’s use of patient portals and health apps, their communication preferences, involvement in shared decision-making, medication adherence, self care efficacy, personal challenges and barriers to care, health beliefs, health literacy, understanding of what they were told and so on.
– “To Be Engaging To Patients” by recognizing, being receptive to and being responsive to patients’ verbal and non-verbal attempts to initiate high value conversations like: sharing information, seeking information, making requests, expressing an emotion, sharing an opinion or expectation, conveying a lack of understanding, expressing a disagreement and so on.
Here Are Some Examples Of What Patient Engagement Opportunities Look Like … And How We Track And Report Them
This approach is based upon the notion that the medical exam is a “conversation” between physicians and patients, and that like all conversations, those that occur in exam room are governed by “social conventions.”
Examples of the social conventions that apply to all parties in a conversation include: taking turns when speaking, answering questions when asked, staying on topic, and relevance. When these rules are followed, effective communications occurs (engagement success) … when the rules are not followed, ineffective communications occurs (engagement failure).
If patients feel that their physicians are not engaging in person … what makes you think patients will want to try and engage them on line?
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Patient Engagement - Patient-Centered Communications - Patient Experience
Here Are Examples Of The Kinds Of Patient Engagement Opportunities We Are Able To Assess
Whether the patient opportunity is capitalized upon or missed depends entirely upon the physicians’ mindset and style of patient communications, e.g., patient-centered or physician-directed.
Most physicians today miss over 50% of the engagement opportunities presented by patients during the average office visit.
Patient Engagement Opportunity Analysis – The Process
Missed Patient Engagement Opportunities Often Come With A Significant Cost
It is important for clinicians to understand that missed patient engagement “opportunities” do come with a “cost.” Patients who feel they cannot get what they need from their doctor will either put the problem off until it gets worse or find some other way of getting the care they want.
The results can include:
- Patient nonadherence
- Patient withholding of information or lying
- Loss of visit productivity
- Unnecessary requests for diagnostic tests and treatments
- Preventable ER use and hospital use
- Loss of patient trust
- Patient turnover
- Poor patient experiences
Did you know that the average physician will miss up to 25,000 patient engagement opportunities each year while seeing patients in the exam room?