5 Questions to diagnose if your Patient Relationship Management is working
Keeping track of where patients are in their care plans is no easy task. Care managers need to know when the patient was last engaged with, where they are in their care plan, if they are adhering to their plan, and which patients most need their intervention.
If they are doing this work manually, they’re likely hopping from spreadsheet to spreadsheet, from emails to phone and spending less time with patients.
In the process, patients can get forgotten. At-risk patients who may need assistance with adherence might not hear from their care manager for months and care managers may spend their time following up with patients who may not need as much immediate attention.
All of this comes at a cost to both the patient and the care team. Patients don’t get the care they need and may not be able to achieve their health goals. When they become dissatisfied with their experience, they may find a provider who can help them or they may give up completely. On the other hand, providers end up paying care managers to spend time on administrative tasks that technology could just as easily do for them.
Does this sound familiar? If so, ask yourself these 5 questions to diagnose if your patient relationship strategy is working:
1. Can I prove my program’s effectiveness?
Patients need to see that your program works. Do you have the data to prove your patients are getting the desired outcomes? If not, you need to implement a reporting process that helps you illustrate that your program gets results.
If you answered no: Implement a reporting system that shows patient progress and patient outcomes.
2. Are our care managers engaged with patients and making an impact in their lives?
Are your care managers bogged down by administrative tasks, spendingmore time manually inputting patient data rather than spending time with patients? ? As you know, it’s important to make the patient the priority, so don’t let fostering patient relationships become priority number two.
If you answered no: Incorporate a software that integrates with your Electronic Health Records (EHR) and other tools to save care managers from tool hopping and manually inputting data.
3. Are care managers spending time with patients who actually need their help?
Do your care managers know which patients need them the most? Automated patient communication and tracking behavioral health metrics will help care managers know which patients need to be re-engaged or may need a different communication method to reach them.
If you answered no: Automate clinically-proven assessments for patients to update their health status to give care managers a clear picture of which patients need intervention.
4. Are we offering patients a choice in how they communicate with us?
Patients should be able to communicate with their care team on their preferred communication channels. Your patient relationship management processes should make texting, emails, phone calls, and messaging available for patients and easy to track and manage for care teams so you can deliver high quality programs that are convenient for both your team, and your patients.
If you answered no: Use a platform that allows for enables tracking for all communication channels so care managers can deliver outcomes-driven programs in the most convenient way possible for patients.
5. Do care managers know which tasks to prioritize when they start their work day?
At a glance, care managers should be able to see which patients they need to interact with that day and which patients and associated tasks take priority.
If you answered no: Implement a relationship management dashboard that gives a high level overview of each patient’s status, who needs to be engaged with, and specific actions that need to be taken. Make it simple for your care team.
How did you do?
If you answered mostly yes, fantastic! You and your team are likely delivering high quality care programs and fostering strong patient relationships.
If you answered mostly no, it’s time to implement a patient relationship management process that frees up your care team to focus on patients, gives you valuable insights to prove your program’s effectiveness, and helps you care for more patients in less time.
Welkin’s patient relationship management platform can help your team turn all of your answers to the above questions into a “yes”. Talk to one of our patient relationship management experts today and see if Welkin Health’s patient relationship management platform is the right fit for your healthcare team.
Learn more about whether or not your patient relationship strategy needs an upgrade by downloading our ebook today.