An approach that flips the script to empower patients and providers.
“Patients First” is the maxim promoted by our team to describe our vision of a new normal in healthcare leadership where patient-driven insights inspire a redesigning of healthcare plans, products, and services.
When patients are active participants in their care, this creates an opportunity to understand and customize the patient experience for their particular needs with their expectations integrated into other stakeholders’ priorities.
A goal to not only measure the experience but also to understand it.
Our process includes medical and non-medical aspects of the therapeutics and care services that support informed decisions for improvement. Patient insights provide payors, clinical providers, employers, manufacturers, and policy leaders with perceived needs, real-world experiences, and preferred solutions from patients’ eyes.
Key Patient Insights takes steps beyond the provision of clinical insights captured via medical records and draws futuristic industry directions based on what “patients need, feel, see, and act” during their journey with healthcare systems.
Making Insights Impactful
By developing pivotal patient insights and engagement solutions that address unmet concerns, needs, and expectations, we enable patients to improve their care delivery and product design.
Measurement
Measurement
Patient Story • Empathy Map • Decision Map • Activation Score • Health-Related Quality • Experiences • Journey Map • Behavioral Graphs • Wellness Index • Reported Outcomes
Analysis
Analysis
Identify areas for improvement at both the macro and micro levels.
Co-Design
DESIGN ACTIVITIES
- Synthesize data into insights.
- Involve patients in designing solutions.
- Design services with interactive feedback.
- Develop solutions and improve processes.
Implementation
Implement and Evaluate
- Reinforce patient-centered values.
- Prototype solutions.
- Recheck patient feedback.
- Implement enhanced services.
Measure again, evaluate, and revise. Repeat.
“I tend to look at patient engagement at a higher level: How motivated are they to take an active role in their own well-being? That’s the ultimate goal of health care — to have the most engaged patient you possibly can, to get the best possible outcome.”
What can happen when the patient experience is understood?
If you invest in and empower patients as partners and experiential knowledge sources, you give them a role in the daily-decisions. We can provide patients a primary role in the planning, evaluation, and improvement of their care. Through the continuous processing of the meaningful patient-related data items (not just clinical data), patients participate in the design of their own experience and assist or even educate providers and other patients based on their own journey.