Florida Doctor

Summer 2019

Florida Doctor Magazine. Helping Doctors to better care, better practice and better life

Issue link: https://issues.floridadoctormag.com/i/1171864

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Page 39 of 55

40 f l o r i d a d o c t o r y first job in healthcare was in a dual diagnosis behavior- al health treatment center. e days, months and years following 9/11 were a hectic time for our country. Couple that with a move across the country and it was down right stressful time for my family. My first week on the job as IT Director was filled with sitting in EMR soware demonstra- tions. e healthcare IT vendors began their monologue by stating that healthcare is in the midst of fundamental change. Since then, and throughout many pre- sentations that followed, came the same remarks—Healthcare is changing because people are changing, technology is chang- ing, and expectations are changing. Value-Added Features Affect Patient Decision-making Guess what? at will never change. e change dujour is not EMR's, that was 2000-2010. It isn't "big-data," that was 2010-2015. It isn't population health, that was 2012-2018. e current change is based upon the nature of consumerism and its pervasive growth in our society. You may have heard it referred to as digi- tal patient engagement. Engagement is not new, we have been engaging with patients for many decades in healthcare, but that engagement has largely been conducted on the healthcare provider's terms. What is new is that, through consumerism, providers are being forced to engage with patients on their terms. And their terms are largely being defined by how they are making purchas- ing and engagement decisions in other aspects of their digital and non-digital lives—availability, access and conve- nience all come into play, combined with value-added features which are necessary staples in the road to this type of environ- ment. Good Strategy Driven By Leadership ere is no such thing as a digital pa- tient engagement strategy. ere is just a patient engagement strategy with many supporting programs, digital being one of them. If you think digital will solve all service-related problems—and you relent on the high-touch services pro- vided by point-of-care staff in personal engagement—you will miss the mark. ose service issues that have been dealt with for years will still need vigilance in management. ey will be joined now by a digitally-delivered assault of service related requests and issues. As the healthcare organization I work for navigates this level of engagement, we are finding that there is no one-size- fits-all solution. ere is a lot of noise in the system right now and vendors are all trying to get a piece of the pie by offering components of what could make Digital Patient Engagement is Changing Medical Care Healthcare consumerism is changing and patients are now making decisions on their own terms BETTER PRACTICE: Technology Innovation Bill Reiger, Chief Information Officer, Flagler Hospital M

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