5:20 - 5:40 pmSaturday, September 6
LK 130
Designing systems and communities for engagement
LK 130
Designing systems and communities for engagement
Principal, Jan Oldenburg Consulting
Patient engagement and activation is the holy grail of healthcare: if only people took responsibility for their own health, they would be healthier, happier, and many of the systemic costs of caring... Read more


Patient engagement and activation is the holy grail of healthcare: if only people took responsibility for their own health, they would be healthier, happier, and many of the systemic costs of caring for the chronically ill would be reduced. The terms of engagement have, however, proven to be elusive. Despite the best efforts of both providers and insurers, only a few organizations, programs, and applications are getting it right. What makes the difference between those that succeed and those that don’t?  How can organizations more reliably design and build capabilities that engage and activate consumers, including using social and mobile tools as part of an overall program of engagement?  Since 90% of healthcare occurs in our homes, workplaces, and communities—without clinicians—it is important that we understand the best techniques for working in partnership with patients and caregivers to facilitate engagement and activation.

When we explore individuals and organizations that are getting it right and those that are struggling, it’s clear that engagement isn’t just a happy accident, but something that can be –and, I would argue, must be--engineered into culture, processes, programs, and technology.   

In this session I will highlight the lessons learned from interviews and literature search to showcase:

·  What the characteristics are of a culture where patients are respected and patient engagement is a natural outgrowth of organizational culture

·  What keys factors help organizations actively involve family and community caregivers as well as patients

·  How features that increase convenience can be used to engage consumers and patients, while they increase patient satisfaction and save the organization money

·  What the right mix of digital and mobile tools, social support, and provider encouragement is to provide reliable engagement

·  How we can design processes and culture to sustain engagement beyond the first blush of enthusiasm

The case studies used to highlight best practices for engagement in this presentation are drawn from a series of interviews with organizations and individuals that are currently in process, part of preparation for a new book on engagement. Additional corroborating information will be drawn from a wide-ranging literature search of published studies on engagement and activation. Specific, concrete, and actionable tips will be provided as a part of the presentation. 

Nothing can make programs lead to instantaneous patient engagement success, but the techniques drawn from these case studies suggests the way organizations can design programs and approaches that help patients initiate and sustain behavioral changes of their own.

Jan Oldenburg is a nationally recognized thought leader on consumer health information strategy and patient engagement.  She consults to organizations on patient/provider engagement and activation strategies, with a focus on effectively integrating digital health technology into programs and products. 

Prior to forming her own consulting group, Jan was the Vice President of Patient and Provider Engagement in Accountable Care Solutions from Aetna, where she built patient and provider engagement programs for ACOs (Accountable Care Organizations). Before that, she was a senior leader in Kaiser Permanente’s digital strategy group and a principal in several consulting companies focusing on strategies for using the digital technologies effectively in healthcare.

She is the primary editor of Engage! Transforming Healthcare through Digital Patient Engagement, published by HIMSS in March, 2013.  Engage! was the best-selling book at National HIMSS in 2013 and received the “Book of the Year” award at HIMSS14. She is currently working on another book exploring what we can learn from systems and programs that are succeeding in getting patient engagement right.

Jan is a member of the Consumer Empowerment Workgroup (CEWG) of the Health IT Policy Committee (HITPC) under the Office of the National Coordinator for Healthcare IT as well as the National HIMSS Connected Consumer Workgroup.  She co-chairs the HIMSS Connected Patient Community. 

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