This week's insight...
Jay Driggers,
Director of Consumer Engagement
at Horizon BCBS of New Jersey

September 5, 2012
Vol. I, No. 16

Jay Driggers
Jay Driggers, Director of Consumer Engagement at Horizon BCBS of NJ

For Further Reading:

Medical Home Improvement Guide Vol. III: Even More FAQs on Patient-Centered Care

What 3 Keywords Boost PCMH
Awareness and Patient Engagement?

"There are a few key words that, if you don’t mention them, a patient may be less likely to be engaged. The first and most important one is ‘coordinated comprehensive care.’ This notion of coordinating your care is prominent in the patient's mind. They love the idea of somebody helping them and working with their specialists to obtain all the records needed. That was a key expectation that a patient has of this model in order to want to stay in it.

The second one is ‘increased access.’ Patients like the notion of increased access with the physician. Part of our PCMH model is expanding hours, and maybe it’s not in-person access, but you can access them over the phone or through an e-mail. That's another key piece of what I’ll call the ‘script’; something that you want to mention to the patient when you’re talking about this.

The third one is the PCP endorsement. It needs to be your physician-led team, a team led by your PCP. You have to emphasize those words, otherwise many consumers get suspicious and think that you’re actually downgrading the level of care that they’re going to get."

Jay Driggers presented during Patient Engagement in the Patient-Centered Medical Home: A Continuum Approach, a 45-minute webinar replay, during which he shared how Horizon Blue Cross Blue Shield of New Jersey approaches consumer engagement in the PCMH.

Read related blog post: Direct and Indirect Incentives for Physicians in Medical Home Programs

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