Beyond Patient Engagement:  Using Patient Engagement Data to Identify Gaps and Measure Process Improvements

Sara Laskey, MD, Chief Experience Officer, Metro Health, and Shara Cohen, JD, Senior VP, Client Experience, Emmi. Technology can be a powerful tool to enable providers to engage patients to be active partners in their care, but Cleveland-based MetroHealth System learned it could do much more.  MetroHealth initially implemented Emmi care transition solutions to help engage and empower patients to manage their care post-discharge to improve outcomes, enhance quality and reduce avoidable readmissions.  However, they were also able to identify areas for improvement in many processes and procedures, uncovering operational inefficiencies and variances across departments, and spotlighting education and medication adherence issues. These insights helped MetroHealth pinpoint problems, identify a variety of operational improvements, track the impact of the changes, and over time, measure improvements in key indicators.