June - 20189approach that would deliver a consistent and quality patient experience across the care continuum ­ including both ambulatory and acute-care environments.So rather than the disjointed message that Carol received, she would receive a reminder about her upcoming appointment. A follow-up text would ask her to bring a current list of medications to her appointment. Then, 24 hours before the visit, Carol gets a final text prior to the appointment, inviting her to check-in and complete online forms and self-assessments ahead of time, replacing the dreaded clipboard with a streamlined process that reduces her wait time and improves her satisfaction. Following the appointment, Carol gets a care summary that she can review on her cell phone, along with a text reminding her to schedule a follow-up appointment with the cardiologist. A week later, she receives an alert with lab results and a survey to rate her satisfaction with the practice.This is exactly the kind of enterprise mobile patient engagement that improves satisfaction. Already, we have seen positive trend lines in our patient satisfaction surveys. We are reducing no-shows by double-digit levels. As a result, we are seeing increases in appointments per physician, and that is having a correspondingly positive impact on our bottom line.By proactively engaging with patients before illness strikes, we are better positioned to improve health outcomes. Our patient engagement platform provides analytics capabilities to help us prioritize chronic patients, for example, to focus on increasing gaps-in-care closures and improving quality measures such as CG-CAHPS scores. By helping us focusing on our high-risk patients, we have a better chance of preventing people from falling through the cracks. As a physician myself and the Chief of Healthcare and Innovation Officer for an organization serving 150 physician practices and over 300 physicians, I believe that patient engagement, at its heart, is about improving health outcomes by following the patient at every touch point across their care journey. In a fee-for-service world, the transactional and episodic approach to patient care may have made sense. However, with all of these changes we see, and the movement toward value-based care, providers have to do more to engage with patients and meet them exactly where they are. With our holistic strategy in place, we are confident we are now poised to deliver better health outcomes for more than half a million patients across southern and south-central Florida. We adopted a holistic approach that would deliver a consistent and quality patient experience by phasing out all our point solutions in favor a single integrated enterprise and mobile engagement platforms
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