Patient Relationship Management:

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Whitepaper
Patient Relationship Management Improving
Patient Well-being and Satisfaction
Managing relationships over time and across
organizations is better for patients and
clinicians, and helps increase efficiency.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
Table of Contents
Executive Summary
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Challenges Posed by Disconnected Healthcare
Technology Environments
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What is Patient Relationship Management and Why
is it Important?
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Adopting Patient Relationship Management Solutions
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Patient Engagement Strategies Drive Benefits and
Value
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About Innovaccer
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References
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
Executive Summary The idea of patients
self-reliance in healthcare came up in response
to the rising concern that patients should be
able to play a crucial role in improving their
own health. In conventional healthcare
practices, a patient is the beneficiary of care
as well as medical decisions. However, a
paradigm shift has occurred - a change from
patients who simply receive care to those who
proactively participate in their
healthcare. This change originated in the 1960s
and has spread throughout the healthcare system
as a social movement marked by the right to act
based on choice, active participation, and
meaningful engagement in critical processes.
Insufficient participation of patients in
healthcare processes was the main barrier to the
empowerment of patients as customers.
Nonetheless, there will always be conditions in
which patients choose to cede responsibility for
decisions about their healthcare to providers
because of the difficulty in selecting available
options or the time required to comprehend the
health problem and the options. However, this
does not erode the proposition that patients
empowerment will foster efficiency and that
decisions should also be made from the patients
perspective. Patients want real-time
communication across diverse channels, including
through SMS/text and live chat, and 82 percent
say it is crucial to have access to their health
information through personalized care
plans.1 The good news is that patient
management technology can help. In essence,
patient management is any application, program,
or initiative designed to enable greater mutual
understanding, trust, and patient involvement in
decision making. In this paper, we examine the
challenges posed by disconnected technology
environments and how patient relationship
management solutions unify care management and
patient engagement initiatives.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
Challenges Posed by Disconnected Healthcare
Technology Environments As much as clinicians
and healthcare professionals wish to adopt
patient relationship management solutions to
help facilitate the focus on proactive,
coordinated care, they are hampered by outdated
technology environments. Healthcare professionals
in clinics, hospitals, long-term care
facilities, and home health settings face the
following challenges Streamlining Processes is
Tricky A large part of patient satisfaction is
conducting seamless interactions with
professionals and procedures across the continuum
of care. Improving discrete processes within one
department is possible. When process improvement
needs collaboration between entities and
departments, things often fall through the
cracks, leaving patients perplexed and
frustrated. Systems that empower process
workflows to be examined and customized across
departments and organizations can help streamline
processes and enhance patient satisfaction. Proac
tively Managing Relationships Is Hard Clinicians
understand that patients with chronic illnesses,
such as heart disease or diabetes, can benefit
from frequent educational communications and
handy reminders. However, the absence of widely
available, easy-to-use systems that automate
tasks, such as scheduling follow-up calls,
developing and distributing targeted
communications, and properly responding to
questions, makes managing ongoing relationships
hard. Systems that automate relationship
management tasks can assist clinicians in
managing ongoing patient relationships. Coordina
ting Care Across Entities is Difficult Though
many healthcare organizations have automated
processes and electronic medical records (EMRs),
their technology doesnt make the cut. When a
patient is referred to another physician, manual
phone or fax communications between
organizations are usually needed, which only adds
to clinician workload and often requires patient
involvement. In addition, contradictory or
misunderstood processes across organizations can
sometimes lead to delays or gaps in treatment.
Systems that facilitate email-based
communications, automate follow-up activities
such as appointment scheduling and information
sharing, and assimilate processes across
organizations can help with care
coordination. Managing Ongoing Patient
Communications is Complex Normally, follow-up
communications between patients and clinicians
are possible only when administrative assistants
or nursing aides are available to send letters
or make calls. In most healthcare organizations,
clinical and administrative staff is limited
and, therefore, proactive communication largely
depends on persistent patients or highly engaged
clinicians. Systems that automate ongoing
communications without increasing administrative
burden can help improve follow-up.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
Outreach is Inadequate Targeted outreach that
can help engage and educate community members
and financial donors can be burdensome. Without
systems that narrow down mailing lists to
interested audiences, broad, non-personalized
mailings, it is difficult to make an impact.
When interest is generated, there are very few
systems or resources available to follow up on
responses. Systems that expedite cost-effective
outreach communications, monitor responses and
automate follow-up activities can help involve
community members and strengthen donor
relationships.
What is Patient Relationship Management and Why
is it Important? A patient relationship
management (PRM) solution is a technology that
streamlines and enables communication between
patients and their care teams. Primarily, a PRM
solution links existing systems and processes,
provides convenient access to information and
facilitates ongoing clinician-to-clinician
interactions and provider-to-patient
relationships focused on illness prevention
measures and improved health. Taking a patient
relationship management approach, healthcare
providers can move beyond treating illness to
facilitating proactive care by building
productive, long-term relationships with
patients. Patient relationship management systems
can Keep Patients at the Center of Care
Healthcare organizations generally lack insights
and data around which patients may be at risk.
With a PRM solution, care teams can promptly
pinpoint where a patient is in their care plan
and if they require reactivation or different
engagement methods to help them stay on course.
For patients with chronic disease who need to
adjust their behavioral health, this is really
important. Coaches can see where they may need
guidance for making the lifestyle changes they
need to manage their condition. Improve Patient
Satisfaction According to research, negative
customer experience leads patients to switch
healthcare providers at comparable rates as they
switch hotels or phone providers. Around 7
percent of patients will find a different
healthcare provider if they arent pleased with
their experience resulting in a 100 million
impact in annual revenue on average for the
hospital. 2 By engaging with the patient
throughout the care continuum, the care team can
work to make sure the patient is satisfied and
reach the health outcomes they set out to
achieve. Solve the Problem of Interoperability
PRM solutions can help solve the persistent
problem of interoperability in healthcare. Fewer
than 40 percent of American hospitals have the
ability to interact with other medical systems
to find patient records, send them electronically
and securely to other medical institutions,
receive new patient data, and merge that data
with the patients EHR.3 Patient relationship
management systems ensure seamless communication
through standardization and compatibility with
EHRs.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
Improve Community Relations Targeted outreach
campaigns can be rapidly developed and sent to
community members to advance new services and
educational offerings, or to donors to inform
them about fund usage or fund-raising campaigns.
Relationship management communications with
community members and financial donors can be
automated to enhance efficiency and improve
results.
Adopting Patient Relationship Management
Solution While clinicians endeavor to address
their patients overall well-being, they are
impeded by time- consuming, manual processes or
disconnected systems that make managing patient
relationships challenging. Increased pressure
to contain costs has put an even greater strain
on IT budgets, making large- scale system
upgrades out of reach for most healthcare
organizations. Healthcare IT professionals are
increasingly looking for ways to make
improvements through gradual updates to existing
systems. Therefore, several factors make the
timing apt for healthcare organizations to adopt
PRM solutions. Patient Expectations In recent
years, patient experience and safety have topped
the list of priorities for healthcare IT
leaders, according to the Healthcare Information
and Management Systems Society (HIMSS).5
Minimizing errors and simplifying processes are
keys to improving patient satisfaction. In
addition, more healthcare organizations are
getting ideas from the private sector by putting
the patient at the center of service-oriented
process improvement measures. More Information
With the omnipresence of health-related
information through television, the internet,
and print media, patients are more informed. They
are assuming a more active role in their
healthcare. Theyre carrying out self-directed
research on symptoms and alternative treatments,
and are more engaged in active dialogue with
their physicians. Clinical PreventionDespite
the limited shift to operational and
reimbursement systems that promote preventive
versus episodic care, progressive healthcare
organizations are trying to realize the benefits
of continued focus on clinical prevention.
According to a report on disease prevention,
several types of clinical intervention methods
are said to reduce death and disease and improve
the quality of life for people at risk of, or
living with, chronic diseases.4 Important
methods include facilitating patient behavior
change, the use of pharmacological agents, and
surgery.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction

• Patient Engagement Strategies Drive Benefits and
  Value
• Bringing organizational focus to the patient
  across the care continuum via customer and
  digital transformation methodologies can
  contribute not only to better health outcomes for
  patients, but also boost the organizations
  bottom line.
• Commencing the customer and digital
  transformation journey calls for focusing on
  value instead of volume, adopting the proper
  methodology for change, understanding customer
  priorities, and enabling patient engagement
  efforts that drive benefit and value.
• When it comes to establishing value for patients,
  provider organizations must widen their focus
  beyond price and quality of care to include
  engagement, convenience, and intangible factors
  like culture. Diverse approaches guide the
  direction of customer and digital transformation
  initiatives that are essential to meet patient
  demands. Integrating transparency and
  clearly-articulated values into services,
  culture, and processes must be a part of
  initiatives addressing engagement.
• Notably, these steps are defined within the
  customer transformation methodology
• Identify Needs Organizational leaders understand
  they need to use digital tools to meet patient
  desires for engagement, but they dont know how
  or which to choose. An organization must clearly
  communicate goals and definitions of success by
  disclosing assumptions and aligning intentions,
  while connecting with customers and staff,
  observing their needs, behaviors, challenges,
  and opportunities, and understanding the
  causality of delight and pain points. A patient
  engagement evaluation and strategy determines the
  right tools via detailed research and market
  analysis.
• Refine Solutions Understanding the determinants
  of customer loyalty, as well as improving
  clinical effectiveness, enhances patient
  engagement and health outcomes. Engaging
  customers and staff to co-design feasible
  solutions that can be swiftly prototyped and
  tested with real users allows for actionable
  solutions that can be tested and improved.
• Specify Opportunities Enhancing data integrity,
  decreasing insurance denials, and improving the
  patient access process is a patient engagement
  initiative. Blending the observations and data
  to form insights into patterns, themes, powerful
  images, and journey maps to specify
• the expertise and capabilities needed for
  customer-focused redesign offers an opportunity
  to discover themes that are not always obvious,
  but they can be identified with reflective
  exploration.

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Patient Relationship Management Improving
Patient Well-being and Satisfaction

• Deliver Outcomes Carefully structuring the
  development and implementation of key
  initiatives allows you to test, iterate and set
  up tracking tools to assess service levels, and
  financial and operational performance. Tracking
  ongoing benefits is needed to recalibrate
  initiatives designed to enhance patient
  experience. Initiatives require oversight if
  financial outcomes or patient expectations are
  not achieved, identifying the issue can get the
  initiative going in the right direction again.
• Determine Initiatives When reviewing the market
  competition, strategic plans relating to patient
  engagement are vital for achieving financial and
  performance related results.
• Providing services and products requires a
  roadmap that prioritizes patient preferences and
  needs. This methodology can empower hospitals,
  clinics, and other provider organizations to
  advance the expectations of the groups they
  assist, enable them to coordinate their
  operations and solutions across process, people,
  and technology areas to fulfil those needs and
  translate certain opportunities into inventive
  strategic initiatives.
• Why Innovaccers Patient Relationship Management
  Solution?
• Innovaccers solution helps health organizations
  establish patient relationship management
  practices and proactive, prevention-focused care.
  When clinicians can facilitate processes across
  departments and organizations to be focused on
  patient needs, patient satisfaction can increase.
• More importantly, when clinicians can rely on
  automated systems to help them with proactive
  communications, patients receive higher quality
  care, enhancing their overall health, and
  clinicians are more positive about their work.
• The unique benefits of the solution are
• Make Impactful Decisions
• Analyze factors that require immediate attention
• Visualize quality measures
• Stratify vulnerable patients with powerful
  analytics
• Track cost and utilization patterns
• Group patients based on shared conditions or
  goals

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Patient Relationship Management Improving
Patient Well-being and Satisfaction

• Telemedicine Initiatives to Increase Awareness
• Make life easier for your patients 365 days a
  year, 24 hours a day
• Manage appointments and monitor patient ratings
  and feedback
• Allow one-click appointment booking and
  prescription renewals
• Enable claims and condition management based on
  solid insights
• Grant role-based access to patient records for
  emergency contacts in a HIPAA-compliant manner
• Analyze per member cost and contribution of each
  cost component
• The following solutions are built on Innovaccers
  FHIR?-enabled Data Activation Platform

Innovaccers advanced healthcare data
integration engine, providing one-click
interfacing mechanisms to a wide breadth of
healthcare data systems and a seamless
bidirectional flow of data.
Smart, AI-assisted care management solution,
with patient-centered medical home (PCMH) level
care delivery, hardcoded into the workflow.
InCare streamlines the care management process
enabling systems to scale care management
programs at lower costs, and with higher quality.
InGraph is the most intuitive healthcare
analytics offering for population management
health strategies in the industry with over 800
measures to track network performance and
outcomes, customizable measures and dashboards
accessible across the network, and automated
reporting on quality measures.
A smart, lightweight physicians digital
assistant that surfaces critical system and
population health insights derived from multiple
data sources, at the point of care. Using
InNote, insights such as care gaps, dropped
codes, process measures and referrals
information can be shared with the clinician -
without their having to leave the EHR experience.
An automated analytics-driven patient engagement
solution to scale patient outreach workflow and
bring patients closer to the care team.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
About Innovaccer Innovaccer, Inc. is a leading
San Francisco-based healthcare technology company
committed to making a powerful and enduring
difference in the way care is delivered. The
company leverages artificial intelligence and
analytics to automate routine workflows and
reduce manual overhead to facilitate more
person-centered care. Its KLAS-recognized
products have been deployed all over the U.S.
across more than 1,000 locations, enabling more
than 37,000 providers to transform care delivery
and work collaboratively with payers.
Innovaccers FHIR-enabled Data Activation
Platform has been successfully implemented with
healthcare institutions, private health plans,
and government organizations. By using the
connected care framework, Innovaccer has unified
records for more than 24 million members and
generated more than 600M in savings. For more
information, please visit innovaccer.com.
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Patient Relationship Management Improving
Patient Well-being and Satisfaction
References

• Patient Management Solutions, Salesforce
  https//www.salesforce.com/solutions/industries/he
  althcare/ resources/patient-management-solutions/
  
• Care Coordination, Beckers Hospital Review
  https//www.beckershospitalreview.com/care-
  coordination/the-real-reason-loyalty-lacks-in-heal
  thcare.html
• One-Third of Health Systems Still Struggle with
  Interoperability https//ehrintelligence.com/new
  s/one- third-of-health-systems-still-struggle-wit
  h-interoperability
• Healthcare Information and Management Systems
  Society (HIMSS), Patient Safety and Cybersecurity
• https//www.himss.org/sites/hde/files/media/file/2
  019/12/09/a-life-line-patient-safety-cybersecurity
  .pdf
• Springer Link, The Prevention of Chronic Diseases
  Through eHealth https//link.springer.com/
  chapter/10.1007/978-3-030-27994-3_3

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