Perspectives: How enhanced digital communications can improve patient engagement

December 2, 2021 | by

TTA has an open invitation to industry leaders to contribute to our Perspectives non-promotional opinion area. Today, we have a contribution from Dave O’Shaughnessy, Avaya’s Healthcare Practice Leader for EMEA and APAC. The subject is the hot button of patient engagement–how telehealth and virtual care systems can be used to connect patients to providers, improve patient understanding, and increase both patient and provider satisfaction.

Interested contributors should contact Editor Donna. (We like pictures and graphs too)

For most of us, the term “patient engagement” seems straightforward. Patients who come in for their annual exams or patients with a chronic disease who regularly take their prescribed medications are considered engaged patients. But what about the rest of us who feel reluctant to contact our GP when we have health concerns or don’t take our prescribed medicine when we should. If these people were better engaged, their patient experience and outcomes would be improved.

Communications technology that was once considered cutting-edge is now holding healthcare back and one of the most significant obstacles to building an engaged patient experience is the traditional calling-centric communication model. Today, implementation of virtual care systems (telehealth), especially via cloud-based software-as-a-service (SaaS) applications that can be accessed from smartphones or tablets, improves patient engagement levels, and directly contributes to their overall health and outcomes.

So, what should a healthcare provider look for in a modern cloud communication and customer engagement solution? Here are four vital components for starters:

A unified communications platform

A unified communications and patient engagement platform in the cloud provides seamless connections across modes of communication (voice, messaging, chatbots, online meetings, and video), as well as devices (desktop, mobile, and tablet devices). Because it’s all integrated, patients get to use their communication channel of choice over their device of choice, and providers get the features they need to ensure that patients can engage a suitable person when they get in touch. In addition, self-service capabilities such as automated messages for appointment reminders and confirmations help to dramatically reduce time-wasting no-shows for healthcare organisations.

Real-time communications and collaboration

Provision of care requires constant and intuitive access to clinical information and the ability to effectively and efficiently communicate across dispersed teams to exchange critical information throughout care-coordination workflows. Effective and secure real-time collaboration across all communications channels helps staff reach the right people across the organisation at the right time using the most appropriate mode of communication. Most critically of all, these communication services for clinical staff must be easy-to-use, leveraging features like Single Sign-on authentication across multiple apps on a mobile device and offering intuitive click-to-call or team-calling abilities helping teams collaborate easily and rapidly.

Follow-up Patient Engagement

When patients aren’t engaged, they are less likely to follow instructions, resulting in more frequent readmissions. Cloud-based communications solutions with features such as click-to-chat and click-to-video allow patients to keep informed of what, and when, they need to take action for positive health outcomes. Providers can also add automated outbound patient notifications using SMS or Chatbots to follow up on patient satisfaction surveys, freeing critical staff to focus on in-office patients and higher priority, higher quality services.

A Secure and Flexible Platform

To avoid the security pitfalls of Bring Your Own Device (BYOD), healthcare provider staff need a “one-device, two numbers” experience that enables them to securely use one device for both personal and business. And lastly, a communications solution should be able to seamlessly integrate with the most common digital systems used by healthcare professionals.

With the cloud, communication and collaboration can become integrated into one solution that works the way patients and providers work—across any device, anytime, anywhere. Most importantly, the flexibility of cloud communication—particularly when it comes to solutions with open platforms—means providers can add new capabilities in minutes, with almost immediate access to the latest innovations. Look to partner with a solutions provider that has proven experience in patient engagement and experience solutions.

100% increase in physician telehealth and virtual care usage in three years: AMA study

February 13, 2020 | by

The American Medical Association’s newest physician survey has a lot of good news for those of us in healthcare tech. It found greater across-the-board physician adoption of digital tools, whether virtual consults, patient visits, adoption of patient portals, workflow enhancements, or clinical decision support.

While current usage was greatest for other tools, the greatest increases were virtual visits via telemedicine, doubling from 14 percent to 28 percent, and remote monitoring for improved care from 13 percent to 22 percent of the over 1,300 physicians surveyed in both years. 

AMA last surveyed physicians on their digital health adoption in 2016. Both the 2019 and 2016 surveys were performed by WebMD and examined seven key digital tools. In current use, 2019/2016:

  1. Remote monitoring for efficiency: 16%/12%
  2. Remote monitoring and management for improved care: 22%/13%
  3. Clinical decision support: 37%/28%
  4. Patient engagement: 33%/26%
  5. Tele-visits/virtual visits: 28%/14%
  6. Point of care/Workflow enhancement: 47%/42%
  7. Consumer access to clinical data: 58%/53%

Also notable was that primary care physicians (PCPs) see greater advantages in digital health more than specialists, though in top two boxes, they are equal. Multi-specialty groups like digital health best.

Providing remote care is also a driver for digital health adoption, the only one which increased several points in the very/somewhat important indicator.

Not surprisingly, older physicians are less enthusiastic about digital health, but they have increased adoption much in line with younger cohorts.

And way back in the appendix of the study, doctors look to emerging technologies to assist them with their chronic care patients, with millenials not that far behind.

Articles: Health Data Management, HealthLeaders
Study: Summary, AMA Digital Health Study 2019

3rings goes Internet of Things with ‘Things That Care’ (UK)

October 18, 2017 | by

3rings is launching another extension of its smart plug sensor that monitors daily use of a key appliance like a tea kettle or TV with a multi-sensor IoT system. [grow_thumb image=”https://telecareaware.com/wp-content/uploads/2017/10/3rings-IoT-hub-and-Sensors.jpeg” thumb_width=”250″ /]’Things That Care‘ uses proprietary ‘things’ (sensors) to monitor patterns of activity and the home environment to create a safety net for an older adult, perhaps growing frailer, usually living at home alone, so that family or caregivers can ‘look in’ to see if all is fine. It also integrates the Amazon Echo interactive personal assistant as announced in June [TTA 27 June].

The other 3rings development is the system’s ability to analyze data for trends and insights (screenshots below). The introduction of self-learning algorithms to detect potential changes in activity that may be early signs of a change in health is a proactive care advance similar to capabilities in the far more complex and expensive QuietCare and Healthsense (now Lively) but affordable for families. It also puts the 3rings system into the professional space for councils and sheltered housing. According to 3rings CEO Steve Purdham, “our new platform gives professionals real time information to support efficient care planning and delivery, and provides a cost effective means of managing risks and providing tailored care to people to enable them to stay independent at home.” Again, we wish 3rings the best with these new developments. Release (PDF)  

[grow_thumb image=”https://telecareaware.com/wp-content/uploads/2017/10/patterns.jpg” thumb_width=”200″ /]   [grow_thumb image=”https://telecareaware.com/wp-content/uploads/2017/10/trend-analysis.jpg” thumb_width=”200″ /]

NHS Kernow forced to postpone telehealth end by patient legal action (updated)

October 3, 2017 | by | 1 Comment

Your opinion counts. Use it! (Also see below for another cut to be made) NHS Kernow, which back in July snap announced an end to telehealth monitoring for budgetary and ‘outcome proof’ reasons, has been forced to back down on ending the program by a patient’s legal action. Ian Wyness, a 55-year-old patient with a severe heart condition, took up the fight with NHS Kernow CCG, first with letters, then in the local court. NHS Kernow is now maintaining the service to over 900 patients and on 19 Sept opened up for a six-week public consultation.

According to Cornwall Live, local people will be able to share their views about the service to 7am on Wednesday 1 November through a survey distributed online at www.surveymonkey.co.uk/r/KCCG-TelehealthSC or returning a printed copy. Cornwall Live also lists times and locations for four public hearings, inviting users and caregivers, on 24 and 26 October. The service will be continued until a final decision is reached by the CCG–according to them, in December.

International headlines were made in July when the plight of Bodmin resident Jill Diggett, who has five serious medical conditions that have hospitalized her multiple times, but has stayed out of hospital with telehealth, went viral via Cornwall Live, many publications like TTA, and an ITV interview where she begged the CCG to ‘Let me die at home’ [TTA 7 July]. Ending her service would not only affect her and her husband’s quality of life, but also made no sense financially with the daily cost of her long hospital stays. The promise of transitioning her care to a distant Cornwall location also hadn’t been kept.

Mr. Wyness is a former RAF service member from Davidstow who had his own dramatic medical experience leading to telehealth monitoring. In one day in 2012, he had been resuscitated 14 times in three locations due to his heart condition. Telehealth now monitors his blood pressure. When monitoring staff noted a drop, he was taken to hospital ‘just in time’. When the closing was announced, Mr. Wyness went to court with the assistance of the Leigh Day firm. They made and won a legal argument that closing telehealth services without consulting with members of the public was illegal. “I decided to fight for everyone because many patients who use the service who may have dementia or may be old are unable to take on that fight.” Bravo! Hat tip and thanks to Suzanne Woodman for the follow up.

Connected Health Summit 2017 San Diego — last chance to book!!

August 24, 2017 | by

29-31 August, The Omni Hotel, San Diego

[grow_thumb image=”https://telecareaware.com/wp-content/uploads/2017/07/CH17-Banner_20Discount_300x145.jpg” thumb_width=”200″ /]Starting tomorrow, but not too late to book! Take a trip to Southern California for the end of the traditional summer season (sob!). This year’s Connected Health Summit, organized by research organization Parks Associates, spotlights health technologies as part of the Internet of Things (IoT) and the transformational impact of these connected solutions on the US healthcare system. Presentations are organized around:

  • Remote health monitoring for accountable care
  • Consumer-centric wellness and fitness solutions
  • Independent living technologies and services, including reinventing home health
  • Innovative virtual/convenience care models

Keynoters include 

  • John W. Cosgriff, Chief Strategy Officer, UnitedHealthcare
  • Saquib Rahim MD, MBA, Chief Medical Officer, Aetna
  • Vidya Raman-Tangella, Senior Vice President, and Head, UHC Innovation Center of Excellence, UnitedHealth Group
  • Dale Rayman, Senior Vice President, Actuarial Consulting & Business Development, Sharecare
  • Chanin Wendling, AVP, Informatics, Geisinger Health System

Latest press release info on the conference and the convergence of connected health, IoT, and smart home is here.

For more information and to still save 20 percent, click on the Connected Health Summit’s link here. Telehealth & Telecare Aware is pleased once again to be a media supporter of CHS 2017. Twitter at #CONNHealth17

Breaking news – an NHS innovation failure

October 13, 2016 | by | 2 Comments

As a sad indication of the NHS’s – and the UK health & care system in general’s – inability to innovate, v-connect, previously known as Red Embedded, has made the following announcement:

“It is with great regret that we are discontinuing the v-connect service as of the 31st October 2016. I am sure that the reasons will be understandable to you but here is a short summary. The video technology has been in development for more than eleven years. The efforts to commercialise the technology, in care, have been in progress for more than seven. In that time we have developed many features that support people to live independently at home supported by a personalised set of connections and facilities matched to their needs. We were guided by the continual calls for integrated care, personalisation and care closer to  home. We have been somewhat successful in obtaining project and grant funding to facilitate this. (more…)

Scanadu, Intelesens team for Qualcomm Tricorder XPRIZE (US/UK)

April 15, 2015 | by

Does it seem that the run-up to the Qualcomm Tricorder XPRIZE has been going on forever? Perception is reality since its various stages have been taking place since 2013 and the $10 million award won’t be until early 2016. This past August, the finalists were narrowed to 10. Now two are teaming up: the best known, California-based Scanadu and (known to our Readers) Belfast-based Intelesens zensor in what will now be known as Team Scanadu/Intelesens. Team zensor also includes Northern Ireland-based Randox clinical diagnostics, CHIC (Connected Health Innovation Centre) as facilitator and CIGA Healthcare for self-test products. Scanadu shipped the Scout as a non-FDA-cleared working prototype (more…)

Home telehealth projected to outpace ‘telehospital’ by 2019

October 21, 2014 | by

[grow_thumb image=”https://telecareaware.com/wp-content/uploads/2014/10/sales_profit.jpg” thumb_width=”150″ /]2019 share of the market 55 percent for telehome versus 45 percent for telehospital. If it’s October, there’s some new research for sale out there. BCC Research of Massachusetts is projecting a global $43.4 billion total market for both by 2019. Home telehealth, or what they call ‘telehome’, would lead the way with growth from $6.5 billion in 2013 to nearly $24 billion in 2019 with a 24 percent CAGR. ‘Telehospital’ clinical services, defined by the study as those provided within or between hospitals, clinics or other healthcare providers–which would include telemedicine and clinical monitoring–would grow at a 12 percent CAGR to $19.5 billion in 2019. Even allowing for differing ‘what is telehealth’ definitions, this is far more expansive than earlier estimates, and is interesting more for the trend than for the hard numbers. (more…)