Patients have evolved into consumers, with many
willing to offer a review of their experience at the
doctor’s office—positive or negative. With population health evaluations based on patient satisfaction,
successful practices are approaching their patients as
consumers. As a physician, you know your patients are
more than the sum of their charts and records, but is
that their experience when they visit your practice?
According to Fairview Medical Group,
the key to success is choosing the
right patient engagement program.
If there were a way that you could keep patients
close, address their “consumer” needs, and make them
loyal to your practice while improving health outcomes,
would you do it?
The right patient engagement program can deliver
on all of these promises. The key to success is choosing
the right patient engagement program.
A successful patient engagement program should
address the Institute for Healthcare Improvement’s
1. Improve the patient care experience—including
quality and satisfaction
2. Improve the health of populations
3. Reduce the per capita cost of health care
Before you turn the page, let’s get realistic. We
know that all too often, quality care comes at a cost.
Just look at annual healthcare spending. While the
price tag has ballooned to $3 trillion, the overall life
expectancy for all Americans has declined. 1
But you can deliver better care, enhance or improve
their health, and keep readmissions down, all while
keeping costs down too. To do that, the care management model must change to reflect this new reality.
Engage Rising-Risk Patients
The top 3%–5% of patients in most populations
are those for whom substantial care is inevitable. The
only outcome care management can achieve is to ensure
the necessary care is delivered in a timely manner in the
lowest cost setting.
However, the next 25% of your patients are a different story. They are the patients in the “rising-risk”
segment, who have undergone a care transition or have
a complex chronic condition that is moderately well
controlled. Rising-risk patients offer your practice an
opportunity to reduce the amount of care, not merely
the cost of the same services.
The game changer is utilization improvement as
a component of the savings calculation, improving
admissions and ER utilization by 40% or more. The
More than the Sum of Their Charts
How to Build Consumer Loyalty and Improve Outcomes
BY JIM EVANS AND PATRICK HERSON, M.D.