Some recent reports spotlight leading trends in patient engagement, which outline a roadmap of growth for such solutions. When digging into the details, it becomes very clear that the core of the dialogue is focused on a classic technology discussion. Platforms, access, processing speed, response times and so forth are the dimensions by which such “solutions” are measured in that analysis. There is no question that much of the innovation in modern healthcare is grounded in advancements in technology as is the case with many industries.
But – for real results – patient engagement should always be about people. Technology advancements have addressed many individual needs and commercial challenges. In healthcare and the process of personal well-being, technology certainly has improved the speed and efficiency by which updates are managed and delivered. However, there is never an appropriate or viable replacement for the direct – human – interaction of people interacting with other people, especially in the context of a caregiver connecting with a patient regarding their health and well-being. The concept of patient engagement is more appropriately measured as to the types of touchpoints, as well as the context as to why the connection was initiated and the underlying circumstances necessitating such a connection. Technology can be an appropriate proxy for confirming appointments and advising of prescriptions. But for real dialogue … real engagement… there is no substitute for a direct interaction between people. Humans connect with other humans. People make decisions and develop relationships with other people. Especially in the most important conversation of all – one’s personal health and well-being – a personal outreach is and always will be the best approach.
This is true especially among older populations. Looking at various products and services focused on older adults, there is a reason that the sales approach includes calling a toll-free number (as compared to completing an online transaction). That reason likely is grounded in the belief that older generations prefer direct conversations, either in-person on through a telephone call. It is a feeling of being connected … being cared for … the human interaction which cannot be replaced by an email or a text message or an alert. For this population and many others, the preferred method of engagement involves one of the oldest technologies around … the phone.
At PREMEDEX, that’s what we do. We ENGAGE with people … hundreds of people … every day on behalf of our client partners. For official BILLABLE medical correspondence, our clinical team connects with patients to check on their well-being and also conduct approved telemedicine interactions. For discharge follow-up, transitional care and other needs, our non-clinical team receives updates from client partners to ENGAGE with people to check on their well-being and to also alert care providers as to potential issues that may need addressing.
Patient engagement is still about people, and many times, is best delivered with people connecting with people. Learn how PREMEDEX can help you connect with people to drive patient engagement.