Online Patient Engagement: Strategies for a More Connected Experience

Online patient engagement has become a cornerstone of patient-centered care. As digital health tools and patient portals become more sophisticated, they offer unprecedented opportunities for healthcare providers to enhance patient communication, improve satisfaction, and, ultimately, achieve better health outcomes. In this article, we’ll look into strategies that can help enhance patient engagement and connectivity in online healthcare experiences, drawing on insights from recent research.

The Importance of Online Patient Engagement

Online patient engagement refers to using digital tools and platforms to interact with and empower patients in their healthcare journeys. These tools include patient portals, telemedicine, mobile health apps, and wearable devices. By actively involving patients in their care through these online avenues, healthcare providers can foster better communication, build trust, and improve overall patient satisfaction.

According to a report from the Office of the National Coordinator for Health Information Technology (ONC), approximately 63% of people who were given access to their online medical records used it at least once in 2022. The report also found that patients who accessed their health information through these digital tools were more likely to engage in their healthcare, such as by checking test results or refilling prescriptions, indicating that digital engagement is crucial for enhancing patient involvement and improving health outcomes (Strawley & Richwine, 2023).

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Key Strategies for Enhancing Online Patient Engagement

Developing User-friendly Patient Portals

Creating user-friendly patient portals is crucial for improving online patient engagement as these portals are the main interface through which patients access their healthcare information. When designed to be intuitive, accessible, and easy to navigate, patient portals empower individuals to take an active role in managing their health. This active engagement is facilitated by the primary functions of patient portals, which include accessing medical records.

The 2022 Health Information National Trends Survey (HINTS) results highlight significant progress in patient access to electronic health information. In 2022, the number of individuals reported being offered online access to their medical records, including through a patient portal, by their healthcare provider or insurer grew by 24% from 2020. Moreover, 57% of these individuals accessed their online medical records at least once in the past year, marking a 50% increase from 2020 (HINTS, 2023).

Leveraging Mobile Health Apps

In 2022, nearly 40% of patients accessed their online medical records using a smartphone health app, highlighting the increasing importance of mobile health (mHealth) apps in patient care (Strawley & Richwine, 2023). These apps offer more than just convenient access to medical records; they play a vital role in engaging patients in person-centered care (PCC). By enhancing disease knowledge, collecting patient-generated health data, and tracking behavioral metrics, mHealth apps empower patients to set and achieve goals for better disease management (Cozad et al., 2022). Additionally, the growing practice of prescribing medical devices via telemedicine further integrates these tools into patient care.

Implementing Telemedicine Services

Telemedicine has experienced significant growth, especially following the COVID-19 pandemic. A 2023 Doximity report reveals that over 87% of physicians in the United States believe telemedicine has greatly enhanced healthcare access, particularly for patients who have historically faced challenges in this area. This shift is further supported by the fact that 61% of physicians have observed a decrease in patient no-show rates, which they attribute to the increased convenience, accessibility, and flexibility offered by virtual care appointments (Doximity, 2023).

Moreover, 77% of physicians observed that patient adherence to treatment plans has either remained equivalent or improved through telemedicine, with less than 2% reporting a decline in adherence (Doximity, 2023). This indicates that telemedicine not only provides a convenient way for patients to consult with healthcare providers from the comfort of their homes but also fosters ongoing patient engagement by facilitating easier follow-up and consistent care.

Best Practices for Sustaining Online Patient Engagement

Personalizing the Patient Experience

Personalizing the patient experience is essential for maintaining engagement in healthcare. When personalized, in-person care is not always feasible, digital technology can step in to guide patients toward their health goals while also reducing the burden on the healthcare system. By customizing communications and care plans to each patient’s unique needs, providers can foster a more meaningful and connected experience. This strategy involves delivering tailored health education materials, sending reminders based on individual health data, and creating care plans that are specifically designed to meet each patient’s requirements.

To effectively implement a digital personalization strategy, healthcare organizations need to integrate the right technologies to aggregate patient data, identify appropriate actions, and encourage patient participation in their care (Bucher, 2023). This process involves mapping the patient care journey, consolidating data, selecting supportive technologies, and designing personalized engagement strategies. Successful personalization requires crafting targeted communications and digital tools, such as customized emails, texts, or digital health apps, that encourage patients to actively participate in their health management.

Promoting Continuous Education and Support

Making educational resources easily accessible through online platforms can significantly empower patients to take charge of their health. The 2022 Wolters Kluwer survey reveals that 95% of patients expressed a strong desire for easy access to educational materials provided by their healthcare providers. This demand highlights the importance of offering various resources, such as webinars, video tutorials, and articles that focus on managing specific health conditions. These tools enable patients to stay informed and actively involved in their care.

Continuous education is vital for long-term health management, as it keeps patients engaged and better equipped to make informed decisions about their health. By consistently providing relevant educational materials, healthcare providers can encourage patient trust and loyalty. 

Ensuring Data Security and Privacy

Safeguarding data confidentiality and protection is essential, particularly in industries where sensitive information is at stake, such as healthcare. Healthcare organizations must adopt advanced cybersecurity measures to protect patient records and comply with regulations like HIPAA. This vigilance extends beyond hospitals to educational programs as well, where students are taught the importance of data security in their future roles.

For example, affordable nursing programs emphasize the critical need for students to understand and follow these data protection guidelines as part of their curriculum. By prioritizing privacy and data security, these programs prepare graduates to handle sensitive patient information responsibly, ensuring they meet both legal and ethical standards in their professional practice.

Concerns about cybersecurity and data privacy present significant obstacles to the widespread adoption of digital health tools, often eroding patient trust and making healthcare systems reluctant to share information (Abernathy et al., 2022). To address these challenges and build trust, healthcare providers must prioritize protecting sensitive data by ensuring their digital platforms comply with regulatory standards like HIPAA and implementing robust encryption methods. This focus on safeguarding patient information is essential for maintaining patient confidence and encouraging ongoing engagement with digital health solutions.

Moreover, adopting HIPAA compliance automation strategies can simplify the process of protecting patient information. By streamlining data protection measures, healthcare providers can more easily uphold high standards of security while concentrating on delivering quality patient care.

Enhancing Patient Engagement in the Digital Age

Online patient engagement has become an essential element of modern healthcare, providing significant advantages for both patients and providers. By focusing on the development of user-friendly patient portals, utilizing mobile health apps, implementing telemedicine services, and personalizing the patient experience, healthcare providers can foster a more connected and satisfying interaction with their patients. Research consistently demonstrates that these strategies enhance patient engagement and contribute to improved health outcomes, solidifying their importance in the contemporary healthcare landscape.

References

• Abernathy, A., Adams, L., Barrett, M., Bechtel, C., Brennan, P., Butte, A., Faulkner, J., Fontaine, E., Friedhoff, S., Halamka, J., Howell, M., Johnson, K., Long, P., McGraw, D., Miller, R., Lee, P., Perlin, J., Rucker, D., Sandy, L., … Valdes, K. (2022). The promise of digital health: Then, now, and the future. NAM Perspectives, 2022. https://doi.org/10.31478/202206e 
• Bucher, A. (2023). The patient experience of the future is personalized: Using technology to scale an N of 1 approach. Journal of Patient Experience, 10. https://doi.org/10.1177/23743735231167975 
• Cozad, M. J., Crum, M., Tyson, H., Fleming, P. R., Stratton, J., Kennedy, A. B., Lindley, L. C., & Horner, R. D. (2022). Mobile health apps for patient-centered care: Review of United States rheumatoid arthritis apps for engagement and activation. JMIR Mhealth Uhealth, 10(12), e39881. https://doi.org/10.2196/39881 
• Doximity. (2023). 2023 State of Telemedicine Report. Doximity, Inc. Retrieved August 12, 2024.
• HINTS. (2023, April 28). Health Information National Trends Survey 6 (HINTS 6): HINTS 6 methodology report. Health Information National Trends Survey. Retrieved August 12, 2024.
• Strawley, C., & Richwine, C. (2023, October). Individuals’ access and use of patient portals and smartphone health apps, 2022. Office of the National Coordinator for Health Information Technology. Retrieved August 11, 2024.
• Wolters Kluwer. (2022, November). Knowledge is empowerment. Wolters Kluwer. Retrieved August 12, 2024.