The Best Hospitals Have Consumer Vision

March 30, 2017

What does it take to stay among the top 2% of hospitals in the nation?

The Best Hospitals Have Consumer Vision

Keys to Consistent Performance

America’s 50 and 100 Best Hospitals deliver superior clinical outcomes year after year, across a broad base of inpatient conditions and procedures. The 100 Best Hospitals have maintained their performance for at least three years, while the 50 Best Hospitals have maintained their performance for at least six years.

Since beginning to recognize these consistent top performers, Healthgrades has asked recipients about their keys to success. Three things stand out:

1. A collaborative culture

2. Evidence-based medical decision-making

3. Vision

An Edge in Consumer Engagement

In today’s consumer-centered healthcare market, vision now extends beyond quality to include consumer engagement. As patient financial responsibility increases with higher premiums, deductibles, and co-pays, consumers want strategies that empower them to be active partners in their health. Healthgrades shares engagement insights from several award recipients as part of the 2017 America’s Best Hospitals white paper.

For example, Penrose-St. Francis Health Services has been an America’s 50 Best Hospitals award recipient for 10 consecutive years. It deployed a digital health coach in 2016 for inter-visit communications. The chatbot, named Cate, helps enrollees manage chronic conditions and make better lifestyle choices. Digital coaching enrollment is now triple that of human coaching enrollment.

Virginia Mason Medical Center is another America’s 50 Best Hospitals award recipient. The medical center’s orthopedic patients suggested its Orthopedic Patient-Peer Partner Program, where previous Virginia Mason joint replacement patients support and encourage current joint replacement patients.

HealthPartners health system includes both America’s 50 and 100 Best Hospitals award recipients. Two of its largest hospitals, Regions Hospital and Park Nicollet Methodist Hospital, created paramedic follow-up visit programs for discharged patients. Regions’ program reduced ER visits and readmissions, while Park Nicollet’s has a 99% recommendation rate from patients who have used it.

Common Engagement Strategies

As Brad Bowman, MD, chief medical officer at Healthgrades, summarizes, “Consumer engagement requires multiple strategies to help empower consumers at different stages of their journey to achieve optimal health.” What engagement strategies are Healthgrades clients focusing on for 2017? Among others:

Leveraging data to understand consumer needs, preferences, and loyalty

Personalized communication to increase the relevance of each touch point

Investments in technology and partnerships to better meet consumer needs

Omni-channel marketing to reach and influence consumers where they are

Healthgrades 2017 America’s Best Hospitals award recipients recognize that having a future vision for quality matters. By necessity, their focused quality innovation now extends to engaging consumers.

Learn more about Healthgrades 2017 America’s Best Hospitals award recipients and their consumer engagement strategies here.

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