Engaged Patients Cost Less

Patients' level of engagement is directly linked to their health-related outcomes. It's more than just good medicine—engaged patients with the same chronic illness had lower healthcare costs than their less-engaged counterparts, a study shows.

2 comments on "Engaged Patients Cost Less"
Joe Bigley (4/23/2013 at 11:54 AM)

@Patricia - I completely with your suggestion to include a "customer service" function in healthcare. It would engage patients more fully resulting in higher customer acquisitions, improve outcomes by more fully engaging them in their own care, raise patient satisfaction levels and likely reduce re-admissions. I was lead into the healthcare space having originally developed a video chat application for online customer service. Working with the Dir of Telehealth at Univ of Illinois at Chicago's Med School, we incorporated best practices from online customer service and over the course of about 12 months customized the application to include additional functionality specific to healthcare. It's now installed at a major healthcare system in Utah where it was originally piloted for 6 months to deliver evisits as an employee benefit. The results were so impressive that it's now been rolled out to all 25,000 employees with plans to extend the service to their patient population as well. In an industry where there is such competition for the new patients(AKA customers)it just makes sense that better customer service would yield more and better satisfied customers.
Patricia (4/17/2013 at 4:30 PM)

Marketers, really? Let's think again about those with best skill set to really improve patient experience. How about customer service/customer experience professionals? They're not marketers, and I don't know one hospital that has that job title in its HR database. Note to hospitals: hire these people from luxury hotels or spas, pros who know how to treat a customer right. Or from Zappo's or Amazon, pros who know how to cajole me into doing what they want. IMHO, healthcare background has almost nothing to offer me in terms of customer/patient experience except for those with innate skills.


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