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RWJF Topical Webinar:Patient Engagement
Why Is Patient Engagement Important?
“ You listened.”
“ You really cared about what I wanted.”
“You never gave up on me.”
“You never took „no‟ for an answer.”
“You worked on my agenda.”
“You made me feel like what I had to say was important.”
Components of Patient Engagement
Mindset 80/20 Rule
Resist the “Righting Reflex”
Knowledge Determine Patient Priorities
Skills Recap and Reflect
Mindset: The 80/20 Rule
CHRONIC PANCREATITIS
CHRONIC BACK PAIN
UNCONTROLLED HYPERTENSION
COPD
DIABETES
Mindset: The 80/20 Rule
CHRONIC BACK PAIN
COPD
CHRONIC PANCREATITS
UNCONTROLLED HYPERTENSION
DIABETES
Mindset: Resist the “Righting Reflex”
1. DIABETES
2. COPD
3. CHRONIC PANCREATITIS
4. UNCONTROLLED HYPERTENSION
5. CHRONIC BACK PAIN
Recap of Mindset
80/20 Rule
Let the patient determine what is important—let that guide the discussion
This shows the patient that he or she is our priority, NOT OUR OWN AGENDA
Resist the “Righting Reflex”
Patients are gracious to allow us in their homes and their lives.
We show how much we appreciate this by guiding them with education when it is appropriate.
Components of Patient Engagement
Mindset 80/20 Rule
Resist the “Righting Reflex”
Knowledge Determine Patient Priorities
Skills Recap and Reflect
Knowledge: Determine Patient Priorities
MEDICAL
High Blood Pressure
COPD
Back Pain
Chronic Pancreatitis
Diabetes
SOCIAL
IDs (birth certificate, SS card, State ID)
Help with getting regular food
Something to do during the day
Recap: Determine Patient Priorities
By determining what is important to our patient, we focus our energy in areas most likely to result in positive progress.
When patients see positive results in one area, they are more likely to trust us to guide them to overall well-being.
Components of Patient Engagement
Mindset 80/20 Rule
Resist the “Righting Reflex”
Knowledge Determine Patient Priorities
Skills Recap and Reflect
Skill: Reflect
Rephrase what the patient tells you
Helps to validate that you‟re actively listening
Confirm that their concerns are valid—the patient is the expert of their own body
EXAMPLE:
Patient: “No matter what I do, I always end up back in the hospital.”
Provider: “Even if you followed all the discharge instructions, you‟re convinced you‟ll go back no matter what.”
Skill: Recap
This is best to do after going over a chunk of information
Summarize and pull out important points
Make sure that you and the patient are aligned
EXAMPLE:
“ Let me just recap what we talked about—you tend to feel sick to your stomach and you‟ve noticed that it happens when you take your diabetic medication. You‟re concerned about this and you plan to tell Dr. X when you see her on Tuesday.”
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