In this episode, we are joined by a panel of chief experience, innovation and technology executives to learn how they're addressing patient experience head-on with engagement and where they're seeing success. This episode is sponsored by Nuance.
Summary
Revamping Patient Engagement: Advice from Healthcare Professionals
Sponsored by Nuance
Panel of Healthcare Professionals Discusses Patient Engagement
In this episode, we are joined by a panel of chief experience, innovation and technology executives to learn how they're addressing patient experience head-on with engagement and where they're seeing success. Our panel consists of Tamara Haman Hill Jacobs, the Chief Information Officer for Bozeman Health, Jackie Rice, the Vice President and Chief Information Officer at Frederick Health, Jennifer Wesson Greenman, the Chief Information Officer for City of Hope's Chicago, Atlanta, and Phoenix markets, and Star Rivera, the Chief Patient Experience Officer at Episcopal Health Services in St. John's Episcopal Hospital. Michelle Spore, the Director of Patient Engagement Solutions Product Management, also joins us with a long history in healthcare.What is Patient Engagement?
Patient engagement means engaging with the patient at all different points throughout their patient journey. This includes inbound calls, digital channels, and outbound communications. Technology can be used to facilitate patient engagement, but it is important to remember that not everyone has access to the same technology. CRM is an important tool for enabling two-way communication, while Dragon Ambient Experience can help reduce administrative burden and make the experience more positive.Advice from the Panel
Michelle advises to make small changes that have a big impact and to look for companies that offer a holistic platform approach. Tamara encourages alignment on what patient engagement means and having systems in place to support it. Jackie recommends partnering with other executive leaders and using technology as an enabler. Star suggests including patients, families, providers, and end users in strategic planning and measuring impact. Jennifer says to make sure the infrastructure is in place to respond and adapt quickly.The Importance of Technology Platforms
We need to think about how to shift and adapt rapidly to patient needs when it comes to patient engagement and experience, and having the right technology platforms in place can help facilitate that. It was a great discussion, and we are very happy to have been a part of it.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to podcasts@beckershealthcare.com
This episode aired on 03/22/2023 and can be listened here.
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