MGMA Final

Why WeDon’t Follow Doctor’s Orders

Strategies to Improve Patient Cooperation

Scott ZimmermanPresident, TeleVox Software

3 4out of

Americans (83%)

Admit they don’t follow treatment plans given by their doctor exactly as prescribed.

The lack of follow-through exasperates doctors; only

of healthcare professionals feel they are successfully helping their patients become healthier individuals.

of healthcare professionals say their patients acknowledge the situation and have good intentions,

many patients make excuses as to why they “CAN’T” take charge of their personal health.

Although

Where we are today

TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012

Learning Objectives

1. Understand the gap between prescribed treatment plans and patient follow-through.

2. Recognize patient characteristics that will impact how you communicate with them.

3. Explore technology’s role in improving communication between visits.

1. Change is overwhelming

What’s in the way?

Making a behavior change plan

PROVIDER QUESTIONS

PATIENT INPUTS

RESULTING GOAL

What do you want to happen?

Why is that important to you? What other benefits?

What have you tried? What did you learn?

I want to lose 20 pounds.

I want to be healthier and feel better about myself.

I joined a gym. I always made excuses not to go.

20 minutes of walking,

5 dayseach week.

What small step are you willing to take?

I can try walking.

How do you see it happening given your current commitments?

I can do it during my lunch breaks. If I schedule it, I can stick to it.

Get specific:

1. Change is overwhelming

2. Patients need a proper perspective

What’s in the way?

It’s a journey with ups & downs

Timid

Frustrated

Energized

Stressed

It’s a game - keep score!

20 minutes of walking, 5 days

a week.

Goal #1 Goal #2 Goal #3

Replace red meat with poultry for one

meal a week.

Don’t eat after 7 pm.

How is this going for you? Great, let’s add another small change.

You’re doing even more! Why is this working? Goal for next time?

You have come so far!Keep up the great progress!

3. Too much time between appointments

1. Change is overwhelming

2. Patients need a new perspective

What’s in the way?

Healthcare professionals believe that with proper motivation and coaching the majorityof their patients will take the necessary steps to become healthy.

42% of people who feel they could better follow their prescribed plans would be likely to do so if they received encouragement from their doctor in between visits to stay on course.

A possible solution

Provider Actions Patient Reactions

TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012

Close gaps with technology

ER Visit

Prescription

Reconciliation

“Set Appointment”

Reminder

Appointment

Reminder/Checkl

ist

Admission Discharge Transfer

Doctor

Visit

Journal

Reminders

Reading n

(multiple)

Patient touch points that can be automated

Enrollment/Com

munication

Preferences

1:900Care Coordinator to Patient Ratio:

(100% Manual Effort)

Current StateCapacity Challenges

LOW RISK

HIGH RISK

Care Coordinator

MedicalAssistants

“I feel supported.”

“I am more honest with myself. And my doctor.”

“I trust my doctor.”

“My doctor cares about me.”

“I’m going to stick with this. And I’m going to stick with my doctor.”

Getting more patient cooperation

Three ways you can help change patient behavior

Support patients in

taking small steps.

1

Provide perspective.

It’s a journey, not instant.

2

Seek ways to extend care beyond the exam room.

3

2. Patients need a new perspective

Additional thoughts/questions on materials today?

Want to collaborate on other ideas?

Pressing practice problem where we might help?

Contact me: scottz@televox.com

Healthy World reports can be found @

www.televox.com/healthyworld