Engagement is the KEY to SUCCESS!
Patient engagement, care community engagement, and practice engagement makes CCM and other VBC models work. Without engagement, these models won’t be feasible.
With CCM specifically, the revenue generated is only a profit generator if the patient is engaged. Engagement can come in many forms with Bliss CONNECT. We allow for phone, text, email, or system engagement. Since Bliss CONNECT is cloud based, and accessible via App or Web, it is easy to engage anywhere, anytime.
Patients can even have a proxy, or proxies engage with them or on their behalf. By having a system to work through, and one entry and exit of all things CCM, the Bliss CONNECT platform, there can be control and systematic process towards what could otherwise be utter chaos.
But there needs to be buy in. The staff, the practice administration, the physician, the patient, the patient’s family, everyone needs to buy in and understand the benefit of the program; namely
- improved health
- reduced avoidable urgent care
- a dedicated team for patients with needs
- better accessibility for patient satisfaction
- reduced cost to the payer system
- reduced burden to the office, yielding more efficient work flow
Explaining engagement to the patient should be done while introducing them to the program and can go something like this
What is meant by engagement?
Being actively involved in your care. Being actively connected to your care team. This is engagement.
Traditionally, the only time you “engage” with your physician and the practice is when you come in for an appointment. Part of this reason, is that this is the only method of engagement insurance companies historically paid for. However, these days, payers are recognizing that this infrequent engagement causes gaps in care that is the underlying reason for issues being missed that lead to often unnecessary hospitalizations. Therefore, payers are increasingly reimbursing for activities outside the traditional “office visit” including video calls, inputting updates through a system, phone calls, and other modes of engagement.
For this program to succeed, an optimal deployment would include multiple modes of engagement, but the most efficient and proven path to success is to log into the system routinely for the best outcomes. Engagement into the system means logging into the internet or through an App through your tablet or smartphone.
I don’t have internet, can I still engage?
Yes. Again, while this is not optimal, you can still engage via phone. Alternatively, or in addition, you can have a family member or caregiver engage on your behalf. Phone engagement is better than no engagement.
Reminders will be set by your care team. These will come to your phone. Reminders will typically be for your daily medications, but may also include other activities like monitoring your vital signs. Reminder phone calls will be from an automated system and remind you of the task and often times ask if you have completed the assigned task. For example, you may get a call to remind you to take your medications, and a follow up call to see if you have taken them. The prompts on the message will alert your care team if you have indeed taken your medications.
You may receive calls from your care team. They may ask how you are feeling, if you have been to any other physicians lately, or If you have any concerns like not being able to take your medications as prescribed. Additionally, you may call into the care management team for any issues that you have.
Can someone engage for me?
Yes! Not only can someone log on for you, but they can log on as an engaged caregiver. Their input will be valuable and will count towards engagement. So, even if you are not familiar with computers at all, you have no reason to not be engaged. Engagement = Empowerment!
How often do I need to engage?
Typically, we recommend engaging for 5 minutes per day. This will include updating your vitals, inputting a symptom report, updating your care team of any issues or needs or changes, and going through your assigned tasks. Obviously, when more is going on, you may engage more, and when things are going smooth, perhaps every other day is enough. Ideally, though, once a day is a great amount of engagement!
Can’t I just call the office and leave messages?
Yes, however, this doesn’t help streamline the care management program. This also is one sided. Like leaving a message on an answering machine, there is no telling if someone received your message, no telling if they are acting on your message, and no telling when you will get a call back. If you engage on the internet based system, you will see updates coming back in so you aren’t left wondering what the outcome of your messages are.
What is the benefit to engaging within the new system?
Studies on patient engagement in their own care shows a drop in hospitalizations, a drop in use of urgent care services, a drop in costs to the health care system, and overall a happier and more satisfied patient. Engagement studies have also shown to result in better management of underlying conditions. Engagement in this system will evolve. We will introduce you to new services such as video calls with the physician, requesting refills on your prescriptions, and more, as time goes on and you get used to the system engagement.