Using Interactive Voice Response Technology (IVRT) as an intervention to change patient engagement kit open rates
Diagnosing the Problem
In the U.S., the majority of people have health insurance through their employers. Employers want to get value for their investment, but face poor quality services and rising costs. Increasingly employers are turning to transparency tools, decision support services, and disease management companies to provide workers with information that they may not get from health care providers. The eHealth programs are identified to possess a wonderful probability to enhance patient engagement (Taylor et al., 2015). Currently, most of the employers experience the challenges of minimizing the risks and enhancing workers health outcomes. Similarly, engaging persons in the health management is extensively appreciated as a mechanism to deal with such problems (McGonigle, 2017).
Engaged healthcare consumers get better outcomes. Moreover, patients who are effective and active in the regulation of their health care have indicated positive medical outcomes as compared to patients who are passive and disengaged. Engagement of patients is an essential aspect for promotion quality of care and heightening the safety of the patient (Tang, Fujimoto & Karliner, 2014). The idea of patient engagement delivers a wider and appropriate complete conceptualization of the patients’ responsibility when More importantly, the eHealth programs have demonstrated their capacity to nurture patient engagement. They also lead to patient-centered, sustainable and integrated services and enhance effective exchanges. Patient engagement is an idea which is meant to increase the activation level of the patient by ensuring that he/she becomes an active person in the organization of his/her own health (Nakia & Wallace, 2011).
The healthcare sector continues to use tools intended to enhance patient engagement when individual make decisions to strengthen their health and deliver well-versed decisions while engaging effectively with the healthcare system. In this case, the patient is the ultimate consumer of the healthcare products (Melnyk, 2014). Increasing patient engagement can improve the CM’s position in the healthcare. Moreover, healthcare providers have invested a substantial amount of resources to strengthen patient engagement. Furthermore, patient engagement refers to a cross-sectional psychological process leading from behavioural, emotional, and cognitive aspects of an individual toward their health management (Taylor et al., 2015). A behavioural aspect is linked to different actions that the patients carry out to deal with the treatment and disease. A cognitive factor is linked to knowledge and information that the patient has to understand the disease development, treatment and control. Finally, the emotional part deals with the way the patient feels and is interlinked to the emotional and psychological reactions when changing to the inception of the illness (Nakia & Wallace, 2011).
Healthcare organizations have incorporated offering of different technologies in providing services to the consumers such as kits for information from the ConsumerMedical (CM) Portal. The health organizations utilize the telecommunication tool to advance their level of engagement with the patient in coordinating and managing their care (Tang, Fujimoto & Karliner, 2014). The improvement in healthcare requirements and the increased need for patients to manage some of their own healthcare as a consumer via a portal necessitates the development of corresponding healthcare support systems that improve engagement rates in higher touch services (McGonigle, 2017).
The ConsumerMedical (CM) Portal is meant to serve patients. In fact, it is an essential element of patient-centered medical care in the business model. There is growing need for CM’s call center to increase their scope of services and outreach to optimize health outcomes and healthcare spend. The technology ensures that the users acquire maximum health information from a nurse. For the purpose of this study, the participants included only patients using the ConsumerMedical Portal (Nakia & Wallace, 2011).
The ConsumerMedical Portal applies several product promotion strategies such as on-site events and mailers to maximize the registration and download rates by the healthcare users. Some of the existing techniques have demonstrated to be inefficient given the small percentage of