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September 29th, 2023

Top 4 Reasons Behind Failure of Patient Engagement Solutions in Healthcare


As one of the crucial stakeholders of health care, patients are involved in various aspects of treatment, leading to various controversial opinions about the potential outcomes. The healthcare industry is increasingly focusing on patient engagement (PE) as an imperative strategy. Access to information has increased as technology has advanced; patients are more aware of their conditions and treatment options than ever before.

Due to the evidence that PE improves patient adherence and compliance with clinical protocols has become a worldwide priority in healthcare. According to healthcare quality concepts, patient-centeredness, patient education, and empowerment are key components of improving the quality and delivery of health services.

Four points of failure when it comes to patient engagement in healthcare

Pharma and medical device companies use patient engagement (PE) as a well-known strategy to ensure patient compliance and adherence to treatment protocols during clinical trials. The quality of treatment decisions and quality of care outcomes can be affected by this. 

Healthcare providers are increasingly focusing on improving patient engagement to improve the quality of care and population health and reduce costs. Despite this, the industry still lags when maximizing the benefits of strong engagement.

  • 1. Patients do not have adequate access to information

    Although HIPAA and other privacy-related regulations have trained providers to share information very carefully, a lack of information can hinder patient engagement, even though this is good. It’s easy to see why, for example, medication adherence may be obstructed when physicians may not wish to share notes or if access to an EHR is difficult.

    If you are beginning a campaign that requires strong engagement, it is a good idea to take a carefully objective look at the information available. It can be beneficial to review how and when patients can access a portal and determine if there are any ways to improve it. According to studies, patients who receive this information from their physician feel 80% more empowered and are more likely to take their medication as directed.

  • 2. Tackling the Most Difficult Challenges First 

    While it may seem logical to start a project or engagement campaign where the return on investment is highest, this may not always be the best strategy. Patients need to be taught how to respond to the message and the frequency and channels used to communicate those messages during the initial steps of a patient engagement initiative. By focusing on the areas that will have the greatest impact, providers may be eager to improve Medicare Star ratings. 

    If patients experience communication fatigue at this point, for example, a large-scale failure could negatively affect future efforts. Patients respond to outreach efforts in various ways that generate data about their preferences, responses, and other behaviors.

  • 3. A silo-based approach to project management

    Even small providers and plans may fall victim to choosing a project that does not align with their overall patient engagement strategy. “Siloed” projects are more likely to fall into this trap. Regardless of their business focus, many organizations struggle with workplace silos, which aren’t exclusive to the healthcare industry. The problem is amplified in healthcare by the traditional way providers, and plans have operated. In some cases, without a holistic view, the project chosen may not even be the best place to begin.

    In many organizations, data are considered a competitive advantage. As a result, sharing information has not been the norm—even between divisions within the same organization. While this profoundly impacts interoperability, it can also damage personalized engagement. The more data available, the more personalization will occur, reaching individuals according to their preferences.

  • 4. Putting training at the bottom of the priority list

    One of the most frequent causes of patient engagement efforts falling short is failing to get staff members involved. If the desired response does come in, it is all too common to find that those on the team do not have the proper training or knowledge to handle it. This issue only gets greater when questions arise from an external source, such as a patient’s call after receipt of a digital message.

    A comprehensive communication strategy can help capture responses more effectively by designing a strong training plan for staff directly involved with the campaign. Staff can be empowered and encouraged to take ownership of the project’s ultimate success if they are kept informed of its progress, expected outcomes, and other parameters.

Streamlining patient engagement & experience with digital technologies

It is essential for healthcare systems, Medicare providers, and DSOs to engage patients throughout the entire patient lifecycle, from enrollment to providing quick, efficient, and compliant access to care, and encouraging them to be more active in their care by engaging them proactively on the channels that are most convenient for them.

This can only be achieved by redesigning how patients interact with healthcare systems and eliminating digital silos and outdated legacy processes that frustrate customers, overwhelm healthcare employees and negatively impact patient safety due to complicated onboarding, care delivery, and coverage processes.

To end broken patient experiences, a unified compliant platform that automates patient interactions from start to finish is essential. Using Digital Completion technology, providers can digitize patient engagement from beginning to end and capture all the requirements they require from patients in a mobile-optimized, secure digital session.

Classification of Consequences of Patient Engagement (PE):

  • 1. Health outcome/effectiveness
    • Improved quality of care
    • Patient Satisfaction
    • Reduced anxiety
  • 2. Patient compliance
    • Improved patient adherence to the treatment process
  • 3. Self-efficiency
    • Increased patient responsibility
    • Better self-control
  • 4. Return on Investment
    • Saved time and resources

Patient engagement solutions are critical in improving healthcare outcomes and driving business results. However, to be successful, healthcare providers must focus on personalization, integration, and user-friendliness. By prioritizing these key areas, healthcare providers can create effective patient engagement solutions that improve patient outcomes, increase patient satisfaction and drive business results.