Get “The E Factor” at the Annual Ambulatory Care Conference: Oct. 18-19, 2017 | Joint Commission
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Get “The E Factor” at the Annual Ambulatory Care Conference: Oct. 18-19, 2017

Sep 06, 2017 | 1050 Views

17.AHC_Craig_DeaoBy Craig E. Deao, MHA
Senior Leader & National Speaker
The Studer Group

Today, engagement isn’t optional for those who work in healthcare or for the patients who seek their care. Unprecedented change is disrupting the health care industry; the only way we can hope to successfully navigate it and achieve our clinical quality goals is through 100 percent commitment among stakeholders.

That’s precisely what I’ll be discussing October 18 at The Joint Commission’s 2017 Annual Ambulatory Care Conference in Rosemont, IL. The title of my talk is borrowed from the name of my recent book: “The E Factor: How Engaged Patients, Clinicians, Leaders, and Employees Will Transform Healthcare”.



Why Satisfaction Is Necessary, But Insufficient
How is engagement different from satisfaction? And from patient experience, for that matter? While all three are valid measures of how patients rate care, they measure different things. It turns out that engagement is the least measured of the three, but the most important. Why? Because it correlates most closely with the clinical outcomes that matter most, both for patient health and, increasingly, your ambulatory care organization’s bottom line.

I’ll be sharing examples of how leading organizations are measuring engagement and how those findings are shaping the future of healthcare by creating more value, through hardwiring a “Culture of Always” where people are committed to doing the job right. Every time.

Living the Standards
Talking about Standard X.XX doesn’t inspire or motivate. What people in your organization care about is their ability to deliver safe, quality care to every patient every time. That’s why the words and body language you choose are mission-critical to engaging individuals in the limited time you have with them. 

Engagement is also about connecting to both the heart and the head… whether you’re a surveyor or an ambulatory care leader trying to motivate people to consistently live the standards. Ultimately, engagement is about building trust by connecting during every interaction. 

The #1 Most Powerful Way to Build Patient Engagement (and It’s Easy!)
The best way to build patient engagement is by demonstrating expertise and empathy. Remember the old adage, “Nobody cares how much you know until they know how much you care?” It’s true.

Capture33I’ll share a number of ways to build engagement, but the most effective is also the simplest and one you can implement in your organization right now. Here it is: When clinicians sit next to a patient during a visit rather than stand, patients perceive that the clinician has spent more time with them. Researchers in a study (see chart below) found that the average patient with a sitting provider perceived the visit lasted three and one-half minutes longer than it actually did. But not just that. The patients in the study reported: 

  • Higher satisfaction

  • Stronger adherence to medical advice

  • Lower costs

  • Better clinical outcomes 

It’s a simple way to engage patients effectively for no extra cost.

Additional Conference Highlights
My talk on patient engagement is just one part of a robust clinical topic line-up at The Joint Commission’s 2017 Annual Ambulatory Care Conference:

  • Update and insights on Project REFRESH

  • Changes impacting Environment of Care (EC) and Emergency Management (EM) and Infection Control

  • The critical role of human factors in patient safety

  • Specific tracks focused on medical, dental, episodic, surgical, diagnostic or therapeutic settings

I recommend you hear what previous conference attendees have to say about this important conference! 

Click here to visit our website and register for the 2017 Annual Ambulatory Care Conference today. 


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