Intermountain Healthcare Determined
to Diminish Patient Disengagement Divide

Dismayed by national dips in patient engagement, satisfaction and health literacy, among other industry currents, Intermountain Healthcare convened a patient engagement steering committee composed of its highest level leaders.

What emerged was a strategic six-point patient engagement framework that not only has transformed patient care by the Salt Lake City-based organization but also has fostered a climate of shared accountability throughout the not-for-profit health system.

In a dramatic example of the framework's potential, Tammy Richards, corporate director of patient and clinical engagement at Intermountain Healthcare, described how one Intermountain ER nurse, using newly acquired engagement skills, emotionally and personally connected with Harold, an alcoholic, disenfranchised frequent ER utilizer who previously had only reacted in an angry, abusive fashion.

"We changed, and Harold changed, and this is really what patient engagement is about: genuinely connecting with individuals, understanding their story and then providing them with the tools, electronic or personal, to heal or hopefully stay healthy," Ms. Richards said during A Patient Engagement Framework: Intermountain Healthcare's Approach for a Value-Based System, an October 2015 webinar now available for replay.

Tammy Richards

In presenting the six key program tenets, Ms. Richards underscored how her organization's multilayered approach supports the mission of Intermountain Healthcare: Helping people live the healthiest lives possible.

Intermountain was particularly disturbed by Deloitte's finding that one in three healthcare consumers are disengaged, Ms. Richard explained. "[The disengaged] are reporting less desire for care, less commitment to preventive action, less interest in technology and other solutions, and they are less financially prepared," she said.

That critical data point ignited Intermountain's efforts to reengage and engage its consumers, she added.

She shared highlights from the six-point engagement framework, including the following:

  • Incorporation of patient and family perspectives into the planning, delivery and evaluation of healthcare;
  • Designation of a staff member as the system's health literacy coordinator;
  • Application of meaningful technology that spans the engagement framework;
  • Formation of workgroups and work streams dedicated to health literacy, engagement technology and patient experience that report up to the steering committee; and
  • Better-timed offering of care decision aids to patients.

In case you missed this webinar, you still have a chance to watch this highly-rated program.

Register to view the conference today or order your training DVD or CD:
http://store.hin.com/product.asp?itemid=5081

You can "attend" this program right in your office. It's so convenient! Invite your staff members to watch the conference. We will send you a DVD or CD-ROM of the conference proceedings or a link to our web site with a username and password. You can log in and view the program right from your computer — any time of the day or night, whenever convenient for you and your colleagues — and benefit from the archived recording of the conference, including the Q&A period.

You'll get to listen to the question and answer session to hear the biggest obstacle in achieving patient engagement goals; the type of data being used to measure improvements in patient engagement and how patient engagement is helping to improve patient health outcomes; details on how Intermountain is engaging senior leadership in patient engagement; and how decisions are made around patient engagement technology and who is involved in those decisions.

To register for the on-demand re-broadcast, download an .MP3 file or order the training DVD or CD-ROM of A Patient Engagement Framework: Intermountain Healthcare's Approach for a Value-Based System, please visit:
http://store.hin.com/product.asp?itemid=5081

You may also be interested in these patient engagement resources: