“Patient engagement” and “patient experience” share similarities; in fact, many people use the two terms interchangeably. While both are needed to provide high-quality patient care, engagement and experience are two entirely different things. Knowing the difference between the two is crucial to creating effective strategies and goals for your practice, then being able to measure progress.
Patient engagement
The overall goal of patient engagement is to develop collaborative relationships between patients and providers and to motivate patients to actively participate in their own care and treatment plans. Engaged patients are far more likely to be involved in their health management — including making any necessary behavior, lifestyle or dietary changes — to improve their quality of life. This usually leads to better health outcomes.
Examples of how healthcare professionals can promote patient engagement:
- Get to know patients to understand their wants, needs, conditions and expectations.
- Educate patients using clear, concise communication.
- Respond to patient questions and feedback.
- Inform patients about their condition, any needed treatments and the associated recovery. Encourage them to decide on their preferred plan.
- Remain active in patients’ lives during any healing and recovery period.
- Stay up-to-date on patients’ medications and needed refills.
- Send patients appointment reminders.
- Update patients promptly on any lab results or diagnoses.
- Encourage patients to schedule follow-ups, preferably while in-office, and to visit regularly for preventative care.
- Provide resources to patients.
Patient experience
The patient experience is essentially the sum of all the patient engagements. A patient experience could involve treatment plans that require more than one healthcare provider. It’s important to help patients feel seen and heard; this helps them feel less anxious and more willing to communicate. It also means they will likely be more active in their treatment and recovery, leading to more positive outcomes. The patient experience lasts from the moment an appointment is made until treatment, if needed, is complete and healing has finished.
The patient experience includes:
- How the patient is received and treated when making an appointment
- Wait times in the lobby
- Office ambiance and cleanliness
- Quality of care
- Staff interactions
- The payments and billing process
- Treatment results
