Back to all Videos Home > Videos > Patient Access and Engagement Leaders: Fireside Chat Patient Access and Engagement Leaders: Fireside Chat If you don't rest until PSAT is at 100 and currently have one tab open on Q3 patient surveys, and five others on your health system's various analytics dashboards trying to track down weak points in your patient engagement flows - this is the fireside chat for you. Watch the recording from Digital Front Door Day 2023. Featuring: Adrienne Woods, Director, Digital Engagement at Hackensack Meridian Health Jennifer Ruschman, AVP, Digital Health at Cincinnati Children’s Hospital Medical Center Sally Ann Frank, Worldwide Lead at Microsoft for Startups Chat Highlights Sally Ann Frank from Microsoft for Startups, Jennifer Ruschman from Cincinnati Children’s Hospital Medical Center, and Adrienne Woods from Hackensack Meridian Health discuss the current landscape of patient engagement and access. The conversation covers topics such as the adoption of digital tools, the impact of COVID-19 on healthcare expectations, and the changing dynamics in the industry. The speakers also touch on the importance of personalization, best practices in implementing digital front doors, and measuring the return on investment (ROI) for these initiatives. Challenges in Healthcare Digital Engagement The discussion begins with a poll revealing that 71% of people value options related to patient engagement, while none have fully implemented such strategies. Sally Ann Frank then introduces the session, expressing condolences for recent events and emphasizing the commitment to exploring the role of patient and engagement leaders. The panelists, Adrienne Woods and Jennifer Ruschman, are introduced, and the focus is set on understanding the perspectives and best practices of patient success and engagement leaders. Adrienne Woods and Jennifer Ruschman provide insights into their day-to-day activities and roles as directors of digital engagement. They discuss how patient engagement can be defined both from the patient’s perspective, emphasizing participation in care, and from the healthcare leader’s standpoint, focusing on providing tools for collaborative interaction between patients and providers. The importance of personalization in patient access and engagement is highlighted, with a focus on meeting patients where they are and enhancing their healthcare experience. Adopting Digital Tools and Personalization The speakers delve into the changes in the healthcare industry necessitating the adoption of digital tools, emphasizing the shift in patient expectations post-COVID-19. The discussion underscores the need for healthcare systems to provide a consumer-like experience and personalization in access points. The speakers share insights into the challenges of deploying new technology without disrupting workflows and highlight the significance of building a strategic team to ensure successful adoption. The conversation concludes with a focus on measuring the success of digital front doors. The panelists discuss traditional ROI measures such as cost savings, increased patient acquisition, and greater engagement. They also introduce innovative metrics like digital health citizenship, aiming for over 90% of patients engaging digitally. The speakers stress the importance of diverse patient input, data-driven outcomes, and the potential impact of digital front doors on staff retention and job satisfaction. Championing Digital Front Door Success Stories Both leaders express pride in successful implementations of their digital front door strategies. Jennifer highlights a partnership with a Medicaid ACO, providing remote exam devices for on-demand care, especially for high ED utilizers and socioeconomically disadvantaged populations. The deliberate focus on empowering families and reducing barriers to access resulted in zero out-of-pocket costs and higher utilization rates in the targeted demographic. Adrienne echoes this success, emphasizing the critical support and backing from the highest organizational levels, ensuring that digital transformation is perceived as a necessity for the healthcare system. Future Trends in Patient Access & Engagement The conversation delves into challenges such as managing internal resistance to digital transformation and addressing the popularity of certain providers leading to long wait times. Both leaders emphasize the importance of executive engagement and aligning strategies with the values or concerns of resistant individuals. They discuss future trends, envisioning a more seamless, asynchronous healthcare delivery model, drawing inspiration from successful practices in non-healthcare industries. The chat concludes by contemplating the possibility of standardized measures for patient satisfaction across industries and highlighting the unique communication needs in healthcare, catering to diverse age groups from babies to grandparents. 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