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Home>Patient Experience
Dual Approach to Patient Engagement: Activating High Utilizers and Coaching Clinicians
Dual Approach to Patient Engagement: Activating High Utilizers and Coaching Clinicians
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Dual Approach to Patient Engagement: Activating High Utilizers and Coaching Clinicians describes PinnacleHealth System's two-pronged strategy for prioritizing patient engagement within its culture, and elevating key quality and clinical metrics in the process.

Outlining PinnacleHealth's use of health coaches to both engage its highest risk population and polish providers' engagement techniques is Kathryn Shradley, director of population health for PinnacleHealth. In this 25-page resource. Ms. Shradley explains how her organization effects this culture change via education, awareness and interventions built on a foundation of health literacy

Ms. Shradley highlights the following aspects of the PinnacleHealth patient engagement approach in this report:

  • The key engagement and behavior change models that shaped the PinnacleHealth program;
  • Socializing the premises of health literacy and patient activation within the corporate culture;
  • Two key financial factors supporting PinnacleHealth's business case for a patient engagement initiative;
  • Risk-stratified interventions to foster engagement;
  • The role of the health maintenance outreach coordinator;
  • Registry-supported disease-specific outreach targeting patients with diabetes;
  • Supplemental health coaching for disengaged high-use patients;
  • PinnacleHealth's additional intervention to supplement health coaching out of hours;
  • Results from a collaboration that places a patient engagement coach at providers' elbows to evaluate and sharpen clinicians' approach to patient engagement;
  • Impact of patient and provider coaching on PinnacleHealth's patient engagement scorecard;
and much more.

Table of Contents

  • A Two-Pronged Patient Engagement Strategy: Closing Gaps in Care and Coaching Clinicians
    • PinnacleHealth Patient Engagement Model
    • Educating Clinicians in Health Literacy
    • Building Buy-in for Engagement Initiatives
    • Aligning Population Health and Patient Engagement
    • Health Maintenance Outreach Coordinator
    • Overcoming Barriers of the Disengaged
    • Nurse Advice Line Connects Poorly Engaged to Care
    • Patient Engagement Coach
    • Coaching Providers in Patient Engagement
    • Framework for Coaching Providers and Staff
    • CAHPS Metrics as Motivators
    • Program Impact
  • Q&A: Ask the Expert
    • The Role of Technology in Patient Engagement
    • Provider Response to Engagement Coaching
    • Patient Engagement Scorecard
    • Engagement by Disease State
    • Home Visits for Diabetes Patients
    • Services for Social Determinant of Health Needs
    • Staffing a Nurse Navigation Line
    • Behavioral Health and Opioids Navigators
    • Scripting for Patient Engagement
  • Glossary
  • For More Information
  • About the Contributor

This report is part of the HIN Healthcare Case Studies series, which bundles inside details on innovative programs from leading-edge healthcare organizations on a range of topics all aimed at achieving healthcare's Triple Aim of improving the patient experience of care, improving the health of populations and reducing the per capita cost of healthcare.

If you are already a HIN Healthcare Case Studies subscriber, then this report is FREE for you. Learn how you can save with automatic digital delivery of HIN Healthcare Case Studies.

Publication Date: November 2017
Number of Pages: 25
ISBN 10: 1-943542-72-4 (Print version); 1-943542-73-2 (PDF version)
ISBN 13: 978-1-943542-72-7 (Print version); 978-1-943542-73-4 (PDF version)
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