Dr. Erkan Hassan

Monthly Writings

Evaluations and reviews of the latest in the field.

The 4 Principles of Transforming the Digital Patient Journey

The Vast Opportunities for Digital Tools Require 4 Key Principles

  • Development of a sustainable telehealth solution should be designed to serve a long-term purpose.

  • The traditional episodic sick care model is not designed to meaningfully address long-term patient care needs, especially virtually.

  • Digitalization of the care model must synchronize the full continuum of patient needs throughout their health care journey.

  • One size will not fit all.

Background

  • Digital enhancements as a result of COVID-19 will continue to reshape our health care delivery models for years to come.

  • We have struggled to integrate these advancements into a seamless patient experience.

  • In order to address long term patient needs, we need to consider the integration of digital tools across the continuum of the patients’ health care journey.

  • The following represents the top 4 principles to address in developing an optimal digital experience from the user (Patient) perspective.

Review

Shift from the Episodic “Sick Care” episodic model to a Continuum of Care Health Journey:

  • The current episodic sick care model leaves patients feeling dismissed without complete attention.

  • Delivering longitudinal care via a holistic approach addresses the patients’ needs to cope, adapt and thrive.

 

Provide a Flexible System of Tools and Capabilities:

  • Remote self-monitoring does not guarantee patient engagement.

  • Monitoring device, at-home testing, asynchronous communications must all work together rather than be disparate devices.

  • Providing a clear path for accessing care teams, will improve responsiveness to a patients changing care status.

  • When designed well, this enables patients to meaningfully participate and contribute to their care.

New Optimal Patient Journey

Building Trust is a Long-Term Effort:

  • Provider visits are not enough.

  • Poorly designed tools and systems erode patient trust.

  • Communication channels should be bi-directional.

  • Need to anticipate times of patient struggles.

  • Have lower thresholds for patient consults.

 

Overcome the Obstructive Nature of Technology:

  • EHRs were NOT designed for optimal integration and improved digital functionality.

  • Digital tools are often not fully integrated into clinical workflows, nor used across a full multi-disciplinary team.

  • Develop process to avoid patients from “falling through the cracks”.

  • Identify patient cohorts across the full continuum of care.

 CONCLUSIONS:

  • To optimize the patient journey, virtual visits/tools and in-person offerings must work in an integrated fashion across the full spectrum of patient needs.

  • Patient tools should include channels for self-guided problem solving and care team communication.

  • The future of digitalization should be built to anticipate and meet the continuum of patient needs.

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Erkan Hassan