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Why WeDon’t Follow Doctor’s OrdersStrategies to Improve Patient Cooperation
Scott ZimmermanPresident, TeleVox Software
© TeleVox Software Inc.
Learning Objectives
1. Understand the gap between prescribed treatment plans and patient follow-through.
2. Recognize key components in successful behavior change journeys
3. Explore technology’s role in improving communication between visits.
The lack of follow-through exasperates doctors; only
of healthcare professionals feel they are successfully helping their patients become healthier individuals.
of healthcare professionals say their patients acknowledge the situation and have good intentions,
many patients make excuses as to why they “CAN’T” take charge of their personal health.
Although
Where we are today
3 4out of
Americans (83%)
Admit they don’t follow treatment plans given by their doctor exactly as prescribed.
TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012
1. Providers don’t have the resources to support follow through
2. There’s too much time between appointments
What’s in the way?
4. Patient engagement needs to evolve
3. Change is overwhelming for the patient
Small steps lead to big changes
PROVIDER QUESTIONS
PATIENT RESPONSES
SMALLSTEPS
What do you want to happen?
Why is that important to you? What other benefits?
What have you tried? What did you learn?
I want to lose 20 pounds.
I want to feel better about myself.
I joined a gym. I always made excuses not to go.
20 minutes of walking,
5 days/each week.
What small step are you willing to take?
I can try walking.
How do you see it happening given your current commitments?
I can do it during my lunch breaks. If I schedule it, I can stick to it.
Get specific:
It’s a journey with ups & downs
Timid
Frustrated
Energized
Stressed
It’s a game - keep score!
Eliminate simple sugars.
Goal #1 Goal #2 Goal #3
Include lean protein and veggies in every
meal.
20 minutes of walking, 5
days a week.
How is this going for you? Great, let’s add another small change.
You’re doing even more! Why is this working? Goal for next time?
You have come so far!Keep up the momentum!
85% of patientsthink thatcommunications such as emails, texts and voicemails are as helpful or more helpful than in-person or phone conversations with their healthcare provider.
Healthcare professionals believe that with proper motivation and coaching the majority of their patients will take the necessary steps to become healthy.
A possible solution
Provider Actions Patient Reactions
TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012
Close gaps with technology
cost avoidance from member compliance on Rx refills
increase in cancer
screenings
reduction in return ER
visits
increase in inbound calls to nurse line
and 3x greater nurse line adoption
reduction in missed
appointments
More than just checking a box… meaningful results
Getting more patient cooperation
Three ways you can make a difference
Make their day.
1Show them
the way.
2Extend care beyond the exam room.
3
“I feel supported.”
“I am more honest with myself. And my doctor.”
“I trust my doctor.”
“My doctor cares about me.”
“I’m going to stick with this. And I’m going to stick with my doctor.”
2. Patients need a new perspective
Additional thoughts/questions on materials today?
Want to collaborate on other ideas?
Pressing practice problem where we might help?
Contact me: [email protected] me: @scottzsays
Healthy World reports can be found @
www.televox.com/healthyworld
