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Patient engagement strategies get consumerization booster shot

Last updated:May 2019

Editor's note

Patients today are no longer passive participants in their healthcare. They're becoming savvy consumers who expect to be kept informed and in control of their healthcare decisions. They demand that their experience with healthcare providers be the same as with banks or retailers -- able to view their medical records or schedule an appointment at the push of a button.

This trend toward consumerization means healthcare providers can't afford to lag behind when it comes to offering services such as remote patient monitoring and mobile health. Regulations are starting to catch up, too, as agencies like the Office of the National Coordinator for Health Information Technology (ONC) and Centers for Medicare and Medicaid Services (CMS) push for better patient engagement strategies and greater access to medical records.

1Regulations encourage patient access to medical records

After a delay, ONC and CMS released their proposed rules to enable patients to access their medical records electronically -- and for free. The heads of both agencies said the rules are a natural step toward improving transparency and convenience for patients and providers.

2Healthcare gets digital and mobile

Digital and mobile health services are taking on greater importance for patients, who expect the same customer service and instant gratification they get from other industries. To improve patient engagement, healthcare providers would be wise to pay closer attention to those practices and deliver on them.

3Healthcare at home gains momentum

Remote patient monitoring and connected health services enable patients to stay in touch with their providers without stepping foot in a hospital. As a result, many see their health outcomes improve, but security concerns remain.

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