We dive into the critical healthcare challenge of maintaining patient engagement between visits and how it leads to missed appointments and preventable ER visits that strain the entire system financially and operationally.
• Root causes include practical barriers like transportation issues, simple forgetfulness, symptom uncertainty, and feeling disconnected from care teams
• Continuous engagement models like Addison Care offer solutions through appointment reminders, transportation coordination, and symptom monitoring tools
• Cultural sensitivity in engagement systems helps make healthcare feel more approachable to different communities
• "Gentle accountability" provides friendly, supportive nudges rather than punitive monitoring
• These systems serve as early warning mechanisms, allowing providers to intervene before situations become emergencies
• Continuous engagement directly supports value-based care goals by improving outcomes while managing costs
• Building support bridges beyond formal healthcare encounters could transform both individual health outcomes and system efficiency
Think about how intentionally building these kinds of support bridges, extending care beyond formal encounters, could change the game for health and well-being—for individuals and for the whole system.
Episode Transcript
Welcome to the Deep Dive.
Today we're getting intosomething really critical in
health care keeping patientsengaged, you know, between the
actual visits.
Speaker 2 (00:10):
Yeah, it's a huge area.
Our sources are pointing tothese two major issues Missed
appointments, which just throwseverything on, derails the whole
care plan, sometimes Exactly,and then also a lot of ER visits
that well might have beenpreventable.
Speaker 1 (00:26):
And these aren't small problems, right.
They put a real strain on thesystem financially and just in
terms of resources.
Speaker 2 (00:31):
Oh, absolutely.
The costs are pretty staggeringwhen you add it all up.
But what's interesting, I thinkfrom the sources, is why this
happens.
Speaker 1 (00:39):
It's not always patients just ignoring things,
not usually no.
Speaker 2 (00:43):
It often boils down to more practical stuff like
trouble getting a ride or,honestly, just forgetting an
appointment symbol forgetfulnessyeah, or maybe they have a
symptom and they're just notsure is this serious?
Do I need to go in now?
Or maybe they just feel kind ofdisconnected from their care
team that feeling of distanceyeah, right.
So the big question becomes howdo we, you know, bridge those
gaps?
Yeah, the time outside thedoctor's office.
Speaker 1 (01:05):
Okay, so that leads us to this idea that came up in
the materials continuous patientengagement, and one specific
example mentioned was thisAddison Care model.
Can we unpack that a little?
Speaker 2 (01:17):
Yeah, sure.
So Addison Care.
As described, it's basically anat-home system.
Think of it as a way to keepcommunication flowing.
Speaker 1 (01:25):
Okay, so like reminders.
Speaker 2 (01:27):
Reminders definitely For appointments, maybe meds too
, but also helping coordinatetransport, if that's an issue.
Speaker 1 (01:34):
Ah, addressing that barrier directly.
Speaker 2 (01:36):
Exactly, and even tools for patients to monitor
symptoms easily and get someguidance on whether they need to
act on them.
Speaker 1 (01:43):
That's interesting, and the sources mention
something about culturalsensitivity.
Speaker 2 (01:47):
Yes, that seemed pretty key.
It's not designed as a one sizefits all thing.
Apparently it could be adapted.
Speaker 1 (01:52):
How so.
Speaker 2 (01:53):
Well tailoring the communication style, the
approach to resonate better withdifferent communities make it
feel more approachable, lessclinical, perhaps.
Speaker 1 (02:03):
Which tackles that disconnect feeling we talked
about Precisely.
So it sounds like it fosters asort of gentle accountability.
That's a phrase used.
Speaker 2 (02:13):
I like that term.
Yeah, it's not punitive, it'sfriendly reminders, supportive
nudges for appointments, meds,self-care.
Speaker 1 (02:22):
Just keeping people on track, without making them
feel lectured or pressured.
Speaker 2 (02:26):
Exactly Like a helpful partner rather than, you
know, a strict monitor.
Speaker 1 (02:30):
And what about the providers?
What's the benefit on their end, according to the research,
Well, it's huge for them too.
Speaker 2 (02:36):
These systems can flag when a patient might be
struggling.
Speaker 1 (02:40):
Like an early warning system.
Speaker 2 (02:41):
Sort of yeah, Maybe they're reporting worrying
symptoms through the tool orthey've missed a few check-ins.
It lets the care team knowbefore it potentially becomes an
emergency.
Speaker 1 (02:51):
So they can intervene proactively.
Speaker 2 (02:52):
Right, reach out, see what's going on, maybe adjust
care, potentially avoiding thatcostly, stressful ER visit
altogether.
Speaker 1 (02:59):
Okay, so this points to something really fundamental,
doesn't it?
Our sources seem to suggestthat a lot of these utilization
issues they're not just patientsbeing non-compliant.
Speaker 2 (03:08):
No, that's a crucial insight.
Speaker 1 (03:18):
It's often about these gaps in support, practical
support, guidance, just feelingconnected when people have that
readily available guidance andthey feel like someone's
actually you know there for them.
Speaker 2 (03:23):
They're better equipped, they can make more
informed decisions about theirown health.
It empowers them.
Speaker 1 (03:28):
And how does this connect to the broader health
care picture?
Things like value-based care.
Speaker 2 (03:33):
Ah, good connection.
Well, value-based care, wherethe focus is shifting towards
outcomes and efficiency, notjust volume.
Speaker 1 (03:40):
Right getting paid for keeping people healthy.
Speaker 2 (03:43):
essentially, Exactly so.
Technologies like this, thesecontinuous engagement models, if
they can demonstrably helppeople stick to their care plans
, reduce avoidable hospitalvisits.
Speaker 1 (03:55):
They become incredibly valuable tools in
that new landscape.
Speaker 2 (03:58):
Indispensable?
Potentially, yeah.
They directly support the goalsof better outcomes and managing
costs.
Speaker 1 (04:03):
Okay.
So pulling it all together,then, the key takeaway from our
sources seems pretty clear.
It's that by actively engagingpatients between visits,
providing that support,fostering connection, we can
actually address the root causesof things like missed
appointments and unnecessary ERtrips.
Speaker 2 (04:21):
It's about making healthcare feel more continuous,
more supportive, not just aseries of isolated appointments.
Building that bridge.
Speaker 1 (04:29):
Absolutely A more proactive, supportive experience
overall.
Speaker 2 (04:32):
Which leaves us with a final thought, perhaps
something for our listeners toconsider.
Go on, just think about howintentionally building these
kinds of support bridges,extending care beyond those
formal encounters, how thatcould really change the game for
health and well-being forindividuals and well for the
whole system.
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