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Patient Engagement: Health Consumer Insights from Gen Xers and Millennials Pathways to Patient Engagement is a webinar series designed to foster collaboration and discussion between all involved in the healthcare process. During the initial webinar we explored physician insights and found 40% of the primary care physicians surveyed were not participating in any patient engagement activities. During this webinar we highlighted feedback from health consumers, specifically Gen Xers and Millennials. We found Millennials to be more patient engagement savvy than their Gen X counterparts. Review the deck and to get a health consumer perspective on patient engagement.
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Pathways to Patient Engagement:Health Consumer Insights
#PatientEngagement
Kelley Connors, MPH, Founder KC Health
The Brand Engagement Champion for Health Innovators
Health Marketing & Communications Strategist
Dir Marketing, Healthcare Businesswomen’s Association/Boston Chapter
Member, Society for Participatory Medicine
Twitter @kelleyconnorsLinkedIn @linkedin.com/in/kelleyconnors
Why Patient Engagement?
“Unless I get into a life-critical accident, I don’t need health insurance”.
Patient Engagement:
The actions that people take to better control their health and
benefit from care
#PatientEngagement
60% Of all healthcare costs are influenced
by the behavior and decisions of individual patients
#PatientEngagement
Smoking
Diabetes
Mental Health
STD
Violence
Wellness, Responsibility, Empowerment
“I want to discover it for myself”
http://yroswell.org
Kathleen Poulos, CMO and Co-Founder of InCrowd, Inc.
@katseyemedialinkedin.com/in/kathleenpoulosgoogle.com/+KathleenPoulos
#PatientEngagement
Pathways to Patient Engagement:Health Consumer Insights
Webinar #2Tuesday December 10, 2013
#PatientEngagement
Background
During first webinar explored physician insights, current ‘state of the union” on patient engagement
Highlight gaps and opportunities
Using the InCrowd platform, surveyed 330 US health consumers
– 165 Gen Xers (1977 – 1992)– 165 Millennials (1965 – 1976)
#PatientEngagement
Current State of Patient Engagement
Even split among surveyed health consumers on familiarity with the term patient engagement
– 51% Familiar – 49% Not Familiar
Easier access to my doctor and personal health information, cited as the major benefit
Access to personal health information along with ability to manage health related activities online identified as most desired engagement tools
“A meaningful collaboration between me and my healthcare team, working together to achieve mutually agreed upon health goals”
#PatientEngagement
According to Gen Xers and Millennials…
Are you familiar with the term patient engagement?
Please provide your personal definition of this term, regardless of prior familiarity.
For this survey we are using the words health consumer and patient interchangeably. As you answer the questions, please consider that we are all health consumers and/or patients.
Even Split Around Patient Engagement Terminology
Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
No 49%
Yes 51%
Health Consumers
169 Health Consumers
161 HealthConsumers
However, More Millennials Familiar with Term Patient Engagement
Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
No 59%Yes 41%
Gen Xers
No 38%
Yes 62%
Millennials
67 GXs
98 GXs 102 MLNs
93 MLNs
Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
No 59%Yes 41%
Gen Xers
No 38%
Yes 62%
Millennials
Yes 61%184 PCPs
No 39%116 PCPs
Do you currently participate in patient engagement activities? n = 300 PCPs
PCPs
67 GXs
98 GXs 102 MLNs
63 MLNs
I'm guessing that the term patient engagement means that patients and physicians can work together to
provide the best health care possible.
People taking control of their health care plans and searching for answers to their questions.
Interaction with the patient - communication back and forth with patient showing an understanding of conversation and
asking appropriate questions.
I heard about that word but I don’t really know what that means.
Gen X Health Consumers
Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
I believe it means that the patient works with the doctors to achieve a goal.
Patient taking charge of care to ask questions and advocate for themselves.
Involving a patient in their care by making them understand they are a very important part of their
own health care through communication and education.
Is this maybe a patients involvement in their own care and the decisions to be made about their health?
Millennial Health Consumers
Haven't heard the term but I think it would mean healthcare providers interacting with their patients.
Rather than rattling off information, actually listening and responding to patient concerns and symptoms.
Are you familiar with the term patient engagement? Please provide your personal definition of this term, regardless of prior familiarity. n = 330 Health Consumers
We have provided a series of definitions for patient engagement, please select the one that you feel
best defines this term.
#PatientEngagement
Technology, mobile
applications and online
communities that provide me with access to
medical information
Enhanced communication
between me and my physicians, both in person
and via technology
Secure communication tools that give
me access to my personal medical
information
A meaningful collaboration
between me and my healthcare team, working
together to achieve mutually
agreed upon health goals
It’s just a buzzword, it
doesn’t really have much meaning
Other (please define)
9/165 Gen Xers 54/165 Gen Xers 7/165 Gen Xers 85/165 Gen Xers 10/165 Gen Xers 3/165 Gen Xers
5% 31% 4% 51% 6% 2%
11/165 MLNs 43/165 MLNs 9/165 MLNs 93/165 MLNs 8/165 MLNs 1/165 MLNs
7% 26% 6% 56% 5% 0.6%
18 / 300 PCPs 53 / 300 PCPs 13 / 300 PCPs 161 / 300 PCPs 48 / 300 PCPs 7/ 300 PCPs
6% 18% 4% 54% 16% 2%
Patient Engagement Definitions
Which definition best defines the term patient engagement? n = 330 Health Consumers
Technology, mobile
applications and online
communities that provide me with access to
medical information
Enhanced communication
between me and my physicians, both in person
and via technology
Secure communication tools that give
me access to my personal medical
information
A meaningful collaboration
between me and my healthcare team, working
together to achieve mutually
agreed upon health goals
It’s just a buzzword, it
doesn’t really have much meaning
Other (please define)
9/165 Gen Xers 54/165 Gen Xers 7/165 Gen Xers 85/165 Gen Xers 10/165 Gen Xers 3/165 Gen Xers
5% 31% 4% 51% 6% 2%
11/165 MLNs 43/165 MLNs 9/165 MLNs 93/165 MLNs 8/165 MLNs 1/165 MLNs
7% 26% 6% 56% 5% 0.6%
18 / 300 PCPs 53 / 300 PCPs 13 / 300 PCPs 161 / 300 PCPs 48 / 300 PCPs 7/ 300 PCPs
6% 18% 4% 54% 16% 2%
Patient Engagement Definitions
Which definition best defines the term patient engagement? n = 330 Health Consumers
What term do you think best describes the concept of you and your physician working together to keep you healthy?
#PatientEngagement
37%
0.6% Patient Ac-tivation
7% Patient Expe-rience10% Health Engagement
46%
Patient EngagementHealth Partnership
What term do you think best describes the concept of you and your physician working together to keep you healthy? n = 330 Health Consumers
Partnership Trumps Engagement
151 Health Consumers
121 HealthConsumers
Terminology Difference Noted Between Gen Xers and Millennials
What term do you think best describes the concept of you and your physician working together to keep you healthy? n = 330 Health Consumers
Health
Partner-ship
Health
En-gagemen
t
Pa-tient Ex-pe-ri-
ence
Pa-tient Ac-
tiva-tion
Pa-tient En-
gagemen
t
0% 20% 40% 60% 80% 100%
37%
11%
8%
1%
43%
55%
9%
5%
0%
30%
Gen XMillennials
Does your primary care physician currently offer any of these
patient engagement tools?
Select all that apply.
#PatientEngagement
Website and Online Appointment Scheduling Top List of Engagement Offerings
Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. n = 330 Health Consumers
None of the
above
Website with ed-uca-tion
al in-for-ma-tion
Schedule ap-
pointments via
website
Pa-tient por-tal
Se-cure commu-nica-tion via
email /
text
Mo-bile
health
apps
Other
(de-scribe in comments)
0% 20% 40% 60% 80%
46%, 151/330
29%, 95/330
29%, 95/330
27%, 89/330
23%, 75/330
13%, 43/330
3%, 10/330
Website and Online Appointment Scheduling Top List of Engagement Offerings
Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. n = 330 Health Consumers
None of the
above
Website with ed-uca-tion
al in-for-ma-tion
Schedule ap-
pointments via
website
Pa-tient por-tal
Se-cure commu-nica-tion via
email /
text
Mo-bile
health
apps
Other
(de-scribe in comments)
0% 20% 40% 60% 80%
46%, 151/330
29%, 95/330
29%, 95/330
27%, 89/330
23%, 75/330
13%, 43/330
3%, 10/330
Comparing Engagement Offerings
Does your primary care physician currently offer any of these patient engagement tools? Select all that apply. n = 330 Health Consumers
Website with ed-uca-tion
al in-for-ma-tion
Pa-tient por-tal
Se-cure commu-nica-tion via
email /
text
Schedule ap-
pointments via
website
None of the
above
Mo-bile
health
apps
0% 20% 40% 60% 80% 100%
49%
42%
36%
26%
20%
11%
29%
27%
23%
29%
46%
13%
Health ConsumersPCPs
Which of the following patient engagement activities and tools do you currently offer? Select all that apply. n = 300 PCPs
Please describe any patient engagement tools or health
activities you would like to see your physician offer.
Open ended question.
#PatientEngagement
Tools & Health ActivitiesGen Xers Millennials
Online Access-Personal health information-Health history-Appointment scheduling-Personalized educational information
Online Access-Personal health information-Health history-Appointment scheduling-Personalized educational information
Online Q/A-Live chat-Email Q/A
Secure Emailing-Reminders-Staff access for questions
Q/A Venue
Text Messaging/No Phone Calls Mobile Health Apps
Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. n = 330 Health Consumers
More wellness options.
Gen X Health ConsumersMore suggestions on how to prevent disease.
A way to meet certain health goals (for example, lowering weight, blood pressure) with the help of online engagement and information.
I guess I would hope to be able to take care of issues from home instead of going to the doctor's office.
If I needed a quick question answered or had a small problem I could chat with someone on a webpage.
Quicker refill process with no phone call required.
Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. n = 330 Health Consumers
Online resources for treating common ailments without having to make an appointment.
Web chat consults.
Tips health tailored to fit each individual.
Venue for easy follow-up questions that wouldn't be time-consuming for either party.
Better definition of my tests results so I can fully understand them.
App to keep track of your goals and review with your doctor.
A successful plan designed by both me and my doctor to use as a long term road map to keep me as healthy as possible.
Millennial Health Consumers
Please describe any patient engagement tools or health activities you would like to see your physician offer. Open ended question. n = 330 Health Consumers
What do you believe are the biggest benefits to patient engagement?
Select all that apply.
#PatientEngagement
Benefits of Patient Engagement
Biggest Overall Benefit Gen Xers Millennials
Greater commitment to my treatment plan when I’m ill 116 58 58
I’m more involved and take greater responsibility in my own health 171 87 84
Improved communications with my doctor’s office healthcare staff 192 97 95
Easier access to my doctor and my personal health information 205 104 101
I don’t see any benefits to patient engagement, just want access to a doctor when I’m ill
23 12 11
Other4 3 1
What do you believe are the biggest benefits to patient engagement? Select all that apply. n = 330 Health Consumers
Benefits of Patient Engagement
Benefits of Patient Engagement
Biggest BenefitOverall Gen Xers Millennials
Greater commitment to my treatment plan when I’m ill 116 58 58
I’m more involved and take greater responsibility in my own health 171 87 84
Improved communications with my doctor’s office healthcare staff 192 97 95
Easier access to my doctor and my personal health information 205 104 101
I don’t see any benefits to patient engagement, just want access to a doctor when I’m ill
23 12 11
Other4 3 1
What do you believe are the biggest benefits to patient engagement? Select all that apply. n = 330 Health Consumers
Benefits of Patient Engagement
Gaps & Opportunities
Work to be done in getting patients more involved in and responsible for their own health
Messaging tailored to resonate with health consumers
Easier access to personal health information
Remove barriers to basic interactions between the physician and the patient
Get with the times – health consumers are online and mobile
An ability to know what is really going on and feel like I have some power in my life.
It's my health!
I want to be able to access credible information, on demand.
If a patient feels more involved in his health decisions he will be more proactive with his health instead of reactive.
I want to feel more a part of my health care.
#PatientEngagement
Voice of the Health Consumer
I sometimes feel like I’m just a number when going to the doctor, I’d like to feel more like a person.
Being better informed about what I can do on my own.
Resource Pathways
Bloggers
Articles
Thought Leaders
http://projectmillennial.org
http://projectmillennial.org
http://reginaholliday.blogspot.com
http://www.mhealthsummit.org
http://participatorymedicine.org
UpcomingPatient Engagement Webinars:
January 14, 2014February TBD
#PatientEngagement
#PatientEngagement
Thank you for joining us today
