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Creating the Next Generation of Digital Engagement
Session #198, February 14, 2019
Hank Capps, MD, SVP, Novant Health and COO, Novant Health Physician Network
Stephanie Landry, Director, Communication & Engagement, Novant Health Physician Network
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Hank Capps, MD, SVP, Novant Health and COO, Novant Health Physician Network has no real or apparent conflicts of interest to report.
Stephanie Landry, Director, Communication & Engagement, Novant Health Physician Network has no real or apparent conflicts of interest to report.
Conflict of Interest
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• Outline overarching approach to consumer engagement and consumer experience initiatives
• Review components of a human experience innovation council to operationalize patient engagement
• Discuss digital approach to engagement through a customized patient portal experience
• Outline how to keep patient feedback at the center of engagement work
• Review key learnings to build upon for success
• Summarize what’s next in the engagement journey
Agenda
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• Explain the benefits of implementing patient engagement and patient experience initiatives
• Describe the components to maximizing patient engagement through an online patient portal
• Describe how to operationalize a human experience innovation council
• Describe how to operationalize an electronic patient family advisory council
• Design an overarching framework for developing a successful patient engagement program that can be customized for the attendee’s organization
Learning Objectives
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Novant Health Medical Group by the Numbers
922,000+
578
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Care Delivery of the Future
Relationship continuityRelationship continuity
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Focusing on Personalization and Connection
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Elevating Customer Experience and Engagement
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Delivering a Remarkable Patient Experience
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Service Standards
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Human Experience Innovation Council (HEIC)
2017 – 2018
• Team Member Rewards & Recognition
• HR Processes – Hiring for a Cultural Fit
• Standard Mode of Dress – NHMG
• Telephone Etiquette: Always Event
• Services Standards: Always Event
• Arrival and Registration: Always Event
2018
• Leader Rounding
• Cultural Alignment
• Operational Phone Assessment
• Appreciation
2018 – 2019
• Patient Forms
• Waiting Room Experience
• New Clinic Culture Camp
• Global Design of Follow-Up
Future
• Continue to move to an “Always On” approach
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Always Events
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Measuring Success
Description2016
%
Positive
2017
%
Positive
2018
%
Positive
90%
Percentil
e Target
Standard care provider
domain85.6% 86.4% 87.1% 86.5%
Staff worked together 83.8% 84.5% 85.4% 85.1%
Likelihood to recommend 85.6% 86.4% 87.0% 87.2%
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Intentional Strategy of Implementing New Technology
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GeoCheck-InGeo
Check-In
ePFAC
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922,393
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Community of patients
engaging with their health
information digitally
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Pre- and Post-Login Experiences
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Pre-Login Experience
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Creating a digital front door
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Scheduled Appointments
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Post-Login Experience
• Schedule appointments
• Send messages to provider
• eCheck-In
• Fast Pass
• Geolocation Check-In
• Complete an e-visit
• Download entire medical record
• Use of Interpreter Services via Inbasket Messaging with 48hr turnaround time
• Share medical record with any
provider, anywhere
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E-visits
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Video visits & on-demand video visits
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Personalized health reminders
• Birthday letters for preventative health and screening tests
• Disease-specific, real-time reminders
• Care coordination as next level of intervention for high-risk patients
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• Designing a mobile strategy with the patient at the center
• Focusing on a patient-first approach vs. technology-first approach
• Engaging patients and caregivers with health information and content throughout the care journey
• Integrating connectivity to frequently used health resources
• Creating a seamless experience to access health information regardless of device or platform
Patients demand access to health information and resources at their fingertips through mobile
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Electronic Patient Family Advisory Council ePFAC Registration Data
0
500
1000
1500
2000
2500
3000
3500
4000
4500
4,188 e-advisors
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Survey Topics
Ambulatory waiting room preferences
Patient education – eBooks and whiteboards
Patient Bill of Rights
Automated telephone menu
Defining value in value-based care
Preferences when scheduling an appointment
Living well with diabetes
Falls prevention in acute facilities
Human Experience Innovation Council project ideas
Preferences when changing an appointment
Referral scheduling preferences
Retail clinics
Consumer loyalty programs
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Take Aways:
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Take Aways:
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Take Aways:
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181
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Number of patients over
the age of 100 engaging
with their health
information digitally
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• Engrain patient engagement as part of operational DNA
• Create personalized, consumer experiences, not just patient experiences
• Deliver on comparably remarkable experiences in acute, ambulatory and virtual venues of care
• Encourage patients to log in and connect with care providers
• Aggressively turn on new functionality for patients and providers
• Ask patients for input regarding operational decisions along the way
• Involve clinical teams in shaping the strategy
• Continue to evolve as patient needs and preferences evolve
Key Learnings for Patient Engagement Success
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Our aspiration is to provide care…
…in a way that is hyper-
personalized to each
individual
…in a way that is hyper-
personalized to each
individual
…where consumers
want it
…where consumers
want it
…when consumers
need it
…when consumers
need it
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Hank Capps, MD, SVP, Novant Health and COO,
Novant Health Physician Network
Email: [email protected]
LinkedIn: www.linkedin.com/in/rhenrycappsjrmd
Stephanie Landry, Director, Communication & Engagement,
Novant Health Physician Network
Email: [email protected]
LinkedIn: www.linkedin.com/in/stephaniefriedrichlandry
Twitter: @SFLandry7
Questions
