CV providers need to transform care in a way that places patients and families at the center. This transformation is a two-step process—first, building a strong foundation for patient-centered care, then using it to encourage greater engagement.
Use our tactics to develop and leverage a patient-centered care infrastructure that supports long-term patient engagement.
Until recently, hospitals lacked incentive to perfect the patient experience; but today's market dynamics make patient-centered care imperative. Patient engagement is now incorporated into policy and reimbursement, in part because studies have shown that it reduces costs, utilization, and mortality rates.
In addition, improving the patient experience gives providers a competitive edge in the consumer market as today's price-sensitive patients are shopping around for treatment.
For CV leaders, the case is even more compelling. The American College of Cardiology has developed a call to action for CV providers to focus on patients and now emphasizes patient activation in clinical guidelines.
So how can you optimize the CV patient experience?
Unfortunately, it's not enough to improve publicly reported satisfaction measures. CV providers need to transform care in a way that places patients and families at the center. This transformation is a two-step process—first, building a strong foundation for patient-centered care, then using it to encourage greater engagement.
Hardwiring a patient-centered culture
- Imperative #1: Designate a CV patient experience champion
- Imperative #2: Instill institution-wide accountability
- Imperative #3: Gather patient and family perspectives
- Imperative #4: Proactively address patient concerns
Coordinating patient services
- Imperative #5: Develop patient-centered scheduling
- Imperative #6: Reorganize services around patient needs
- Imperative #7: Evolve care coordinator role
- Imperative #8: Support team-based care
Encouraging patient activation
- Special report: Engaging patients in shared decision making
- Imperative #9: Develop patient compacts
- Imperative #10: Customize care to level of activation
- Imperative #11: Empower patients to self-manage during inpatient stay
Ensuring compliance and loyalty
- Imperative #12: Hardwire follow-up appointments
- Imperative #13: Provide ongoing post-discharge support
- Imperative #14: Optimize patient portals
- Imperative #15: Facilitate patient-to-patient interactions
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