Patient Engagement Consulting & Coaching
Patient engagement is not the same as patient experience or patient satisfaction, even though they are all related. For example, patient satisfaction is generally based on one or more patient feedback vehicles (including one or more surveys) regarding how care has been provided to a patient and how the patient feels about that care. By definition, these metrics are based on past experience and are not by themselves forward-looking metrics.
Achieving greater patient satisfaction and higher survey scores is an ongoing, real-time process that requires training, coaching, systems and feedback loops.
Patient engagement, on the other hand, is measured by the ways and extent to which patients take ownership of their own health behavior and outcomes. Patient engagement is one of the desired outcomes for efforts to improve patient satisfaction and the overall patient experience.
Patient engagement is certainly influenced by patient satisfaction and the patient experience so all are important, but patient engagement is what will have the biggest impact on improving health and reducing healthcare costs. That is why patient engagement metrics will be the biggest factor in reimbursement incentives, rewards and penalties as value-based care becomes institutionalized as the basis for government and commercial healthcare insurance reimbursement.
Contact Forefront Healthcare Consulting at 800-924-5447 for a discussion and review of your business and marketing challenges and an assessment of your current marketing strategies.