September 10, 2020

Using Data to Improve Patient Experience

Mark Taylor

Topic:   Analytics

Last updated: October 29th, 2020

Guest Blogger: Mark Taylor, Director of Product Strategy, Ready Computing.

In the modern market, customers expect providers to understand their individual wants and needs. This rings true even more for healthcare, as the services provided are deeply personal. The personal connection between physician and patient is key; layering on insurance, cost, recovery, and the emotional strain of procedures makes this even more apparent. Less engaged patients are more likely to have unmet medical needs and more prone to delay medical care.

By actively engaging patients, especially those with chronic conditions, health systems reduce the likelihood of costly emergency procedures and improve overall patient retention. Patient engagement improves health outcomes, drives better patient care, and helps achieve lower costs. Does your organization have a 360-degree view of the patient experience? Can you identify and stratify patient populations to apply appropriate intervention with available resources in a culturally competent way?

Healthcare systems are starting to be measured by outcomes rather than number of visits or ‘heads in beds.’ Doctors and patients should jointly set and monitor goals based on current evidence. Providers should have access to the full complement of a patient’s medical history, not just limited to the care they rendered, and they use that data to quickly draw insights from retrospective and prospective analytics.

There are systemic and personal barriers that slow the adoption of improved patient engagement. Systematically, traditional health systems are not set up to facilitate modern patient engagement, whether it be from a facility’s design to a lack of advanced technology. From the patient side, there is often a hesitancy to be proactive due to limited health literacy, lack of awareness around benefits, or other factors.

At the heart of the patient experience is data. Integrating necessary technology is one way providers enhance patient engagement levels. Health systems can extend the breadth of their electronic health record (EHR) by adding and integrating a customer relationship management (CRM) system, weaving together multiple sources of data (including patient demographics, psychographic, social, behavioral, clinical, call center, and provider credentialing) to provide a more comprehensive view into patient and consumer habits and activities.

Forward-thinking health insurers, accountable care organizations (ACOs) and managed care organizations (MCOs), NHS trusts, primary care networks (PCNs), and community services are improving patient outcomes, streamlining case flows, reducing clinical costs, and modernizing the healthcare industry. To best serve patients, leveraging the data that is generated at all points of the patient journey and operational processes produces rich insight.

Ready Computing has extensive experience connecting people with healthcare information. From working with all types of customers and data, we’ve realized that gaps in care are vast. Even with the introduction of standards like HEDIS and Star measures, healthcare is awash with inefficient, manual processes; federal mandates; and the responsibility to keep people healthy while making a profit.

Intelligent health operations improve patient outcomes, keep costs under control, and increase consumer and provider engagement. These are just some of the benefits of our new solution, Channels, a digital program management solution that streamlines the creation, implementation, and management of patient care coordination programs and facilitates care team collaboration. Channels integrates with ibi’s data and analytics software to turn insight into action through intelligent outreach and robust program management.

Channels includes modules for rules-based case enrollment, task automation and consistent protocol management, workflow management, program oversight, and referral management. It provides intelligent outreach to patients to ensure proper communication and care across the spectrum of health. Now, as we face a global pandemic, Channels extends ibi analytics to provide risk-based analysis to intelligently connect patients to the care they need – while hospitals and care providers understand the potential patient load to prepare for the next wave of patients.

Access to an aggregated view of clinical, social/behavioral, and historical intervention data as well – all within the context of a patient’s case – provides a more integrated case management and a better overall patient experience.

Channels provides users with the ability to create custom ‘Care Channels’ that can be based on HEDIS and Star Measure-based templates, with the ability to capitalize on existing plans or identified gaps in care or to create programs from scratch to support any event-based interventions. Ultimately, this helps staff focus on maximizing and aligning patient engagement efforts, identifying early interventions, and proactively influencing quality scores – in real time.

Channels help organizations assess, develop, implement, and monitor risk management plans with the goal of minimizing exposure.

Mark Taylor is a seasoned, solutions-oriented healthcare technology leader with extensive experience in Health Information Exchanges (HIE), population health, healthcare administration systems, as well as quality improvement programs and systems (HEDIS, QARR, STARS). He has extensive experience with data conversions, project and budget management, process analysis, performance improvement (LEAN), data warehousing, e-business, and Internet technologies.

In addition to all of the above, he has a strong focus in HIPAA security and privacy, group managed care products, as well as Medicaid and Medicare managed care products. Mark possesses strengths in process design, program/project management, and implementation. Mark is uniquely skilled at bridging the gap between business strategy and technology implementation.

He’s served as director Clinical Informatics and Analytics, Healthfirst and project manager, Affinity Health Plan. He also worked for Cigna, Benefits Plan Northeast, and ConnectiCare​.

See Channels in action during our webinar with ibi, “Beyond Analytics: Optimizing Patient Engagement and Revenue.”


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