Patient Engagement: Health Consumer Insights from Gen Xers and Millennials
Pathways to Patient Engagement is a webinar series designed to foster collaboration and discussion between all involved in the healthcare process.
During the first webinar we explored physician insights and found 40% of the primary care physicians surveyed were not participating in any patient engagement activities.
During the second webinar we highlighted feedback from health consumers, specifically Gen Xers and Millennials. We found Millennials to be more patient engagement savvy than their Gen X counterparts.
Review the deck and to get a health consumer perspective on patient engagement.
2. Pathways to Patient Engagement is a webinar
series designed to foster collaboration and
discussion between all involved in
the healthcare process.
During the first webinar we explored physician insights, getting a
current ‘state of the union’ on patient engagement.
During the second webinar we highlighted patient
engagement feedback from health consumers, specifically
Gen Xers and Millennials.
Read on to see what we found, you just might
be surprised… we were.
3. Background
During first webinar explored physician insights, current
‘state of the union” on patient engagement
Highlight gaps and opportunities
Using the InCrowd platform, surveyed 330 US health
consumers
– 165 Gen Xers (1977 – 1992)
– 165 Millennials (1965 – 1976)
#PatientEngagement
4. Current State of Patient Engagement
According to Gen Xers and Millennials…
“A meaningful
collaboration
between me and
my healthcare
team, working
together to achieve
mutually agreed
upon health goals”
#PatientEngagement
Even split among surveyed health consumers on
familiarity with the term patient engagement
– 51% Familiar
– 49% Not Familiar
Easier access to my doctor and personal health
information, cited as the major benefit
Access to personal health information along with
ability to manage health related activities online
identified as most desired engagement tools
5. Are you familiar with the term
patient engagement?
Please provide your personal definition of this
term, regardless of prior familiarity.
For this survey we are using the words health consumer and
patient interchangeably. As you answer the questions, please
consider that we are all health consumers and/or patients.
6. Even Split Around
Patient Engagement Terminology
Gen X and Millennial Health Consumers
Yes 51%
169 Health
Consumers
No 49%
161 Health
Consumers
Are you familiar with the term patient engagement? Please provide your personal
definition of this term, regardless of prior familiarity. n = 330 Health Consumers
7. However, More Millennials Familiar
with Term Patient Engagement
Gen Xers
Millennials
No 38%
Yes 41%
67 GXs
93 MLNs
No 59%
98 GXs
Are you familiar with the term patient engagement? Please provide your personal
definition of this term, regardless of prior familiarity. n = 330 Health Consumers
Yes 62%
102 MLNs
8. Millennials
Gen Xers
No 38%
Yes 41%
67 GXs
63 MLNs
No 59%
98 GXs
Yes 62%
102 MLNs
PCPs
No 39%
Yes 61%
184 PCPs
116 PCPs
Do you currently participate in patient engagement activities? n = 300 PCPs
Are you familiar with the term patient engagement? Please provide your personal
definition of this term, regardless of prior familiarity. n = 330 Health Consumers
9. Gen X Health Consumers
I heard about that word but I don’t
really know what that means.
People taking control of their health care plans
and searching for answers to their questions.
Interaction with the patient - communication back and forth
with patient showing an understanding of conversation and
asking appropriate questions.
I'm guessing that the term patient engagement means
that patients and physicians can work together to
provide the best health care possible.
Are you familiar with the term patient engagement? Please provide your personal
definition of this term, regardless of prior familiarity. n = 330 Health Consumers
10. Millennial Health Consumers
I believe it means that the patient
works with the doctors to achieve a goal.
Is this maybe a patients involvement in their own care
and the decisions to be made about their health?
Patient taking charge of care to ask
questions and advocate for themselves.
Involving a patient in their care by making them
understand they are a very important part of their own
health care through communication and education.
Haven't heard the term but I think it would mean
healthcare providers interacting with their patients.
Rather than rattling off information, actually listening
and responding to patient concerns and symptoms.
Are you familiar with the term patient engagement? Please provide your personal
definition of this term, regardless of prior familiarity. n = 330 Health Consumers
11. We have provided a series of
definitions for patient
engagement, please select the one
that you feel best defines this term.
#PatientEngagement
12. Patient Engagement Statements
Technology, mobi
le applications
and online
communities
that provide me
with access to
medical
information
Enhanced
communication
between me and
my physicians,
both in person
and via
technology
Secure
communication
tools that give
me access to my
personal medical
information
A meaningful
collaboration
between me and
my healthcare
team, working
together to
achieve mutually
agreed upon
health goals
It’s just a
buzzword, it
doesn’t really
have much
meaning
Other
(please define)
9/165 Gen Xers
54/165 Gen Xers
7/165 Gen Xers
85/165 Gen Xers
10/165 Gen Xers
3/165 Gen Xers
5%
31%
4%
51%
6%
2%
11/165 MLNs
43/165 MLNs
9/165 MLNs
93/165 MLNs
8/165 MLNs
1/165 MLNs
7%
26%
6%
56%
5%
0.6%
18 / 300 PCPs
53 / 300 PCPs
13 / 300 PCPs
161 / 300 PCPs
48 / 300 PCPs
7/ 300 PCPs
6%
18%
4%
54%
16%
2%
Which definition best defines the term patient
engagement? n = 330 Health Consumers
13. Patient Engagement Statements
Technology, mobi
le applications
and online
communities
that provide me
with access to
medical
information
Enhanced
communication
between me and
my physicians,
both in person
and via
technology
Secure
communication
tools that give
me access to my
personal medical
information
A meaningful
collaboration
between me and
my healthcare
team, working
together to
achieve mutually
agreed upon
health goals
It’s just a
buzzword, it
doesn’t really
have much
meaning
Other
(please define)
9/165 Gen Xers
54/165 Gen Xers
7/165 Gen Xers
85/165 Gen Xers
10/165 Gen Xers
3/165 Gen Xers
5%
31%
4%
51%
6%
2%
11/165 MLNs
43/165 MLNs
9/165 MLNs
93/165 MLNs
8/165 MLNs
1/165 MLNs
7%
26%
6%
56%
5%
0.6%
18 / 300 PCPs
53 / 300 PCPs
13 / 300 PCPs
161 / 300 PCPs
48 / 300 PCPs
7/ 300 PCPs
6%
18%
4%
54%
16%
2%
Which definition best defines the term patient
engagement? n = 330 Health Consumers
14. What term do you think best describes
the concept of you and your physician
working together to keep you healthy?
#PatientEngagement
15. Partnership Trumps Engagement
Patient Engagement
37%
Health Partnership
46%
151 Health
Consumers
121 Health
Consumers
0.6% Patient
Activation
10% Health
Engagement
What term do you think best describes the concept of you and your physician
working together to keep you healthy? n = 330 Health Consumers
7% Patient
Experience
16. Terminology Difference Noted Between
Gen Xers and Millennials
30%
Patient Engagement
Patient Activation
43%
0%
1%
Gen X
5%
8%
Patient Experience
Millennials
9%
11%
Health Engagement
55%
Health Partnership
37%
0%
20%
40%
What term do you think best describes the concept of you and your physician
working together to keep you healthy? n = 330 Health Consumers
60%
80%
100%
17. Does your primary care physician
currently offer any of these
patient engagement tools?
Select all that apply.
#PatientEngagement
18. Website and Online Appointment Scheduling
Top List of Engagement Offerings
Other (describe in comments)
3%, 10/330
Mobile health apps
13%, 43/330
23%, 75/330
Secure communication via email / text
Patient portal
27%, 89/330
Schedule appointments via website
29%, 95/330
Website with educational information
29%, 95/330
None of the above
46%, 151/330
0%
Does your primary care physician currently offer any of these patient
engagement tools? Select all that apply. n = 330 Health Consumers
20%
40%
60%
80%
19. Website and Online Appointment Scheduling
Top List of Engagement Offerings
Other (describe in comments)
3%, 10/330
Mobile health apps
13%, 43/330
23%, 75/330
Secure communication via email / text
Patient portal
27%, 89/330
Schedule appointments via website
29%, 95/330
Website with educational information
29%, 95/330
None of the above
46%, 151/330
0%
Does your primary care physician currently offer any of these patient
engagement tools? Select all that apply. n = 330 Health Consumers
20%
40%
60%
80%
20. Comparing Engagement Offerings
13%
11%
Mobile health apps
None of the above
46%
20%
29%
26%
Schedule appointments via website
23%
Secure communication via email / text
42%
29%
Website with educational information
0%
Which of the following patient engagement activities and tools
do you currently offer? Select all that apply. n = 300 PCPs
Does your primary care physician currently offer any of these patient
engagement tools? Select all that apply. n = 330 Health Consumers
20%
PCPs
36%
27%
Patient portal
Health Consumers
40%
49%
60%
80%
100%
21. Please describe any patient
engagement tools or health
activities you would like to see
your physician offer.
Open ended question.
#PatientEngagement
22. Tools & Health Activities
Gen Xers
Millennials
Online Access
-Personal health information
-Health history
-Appointment scheduling
-Personalized educational information
Online Access
-Personal health information
-Health history
-Appointment scheduling
-Personalized educational information
Online Q/A
-Live chat
-Email Q/A
Secure Emailing
-Reminders
-Staff access for questions
Q/A Venue
Text Messaging Options/No Phones
Mobile Health Apps
Please describe any patient engagement tools or health activities you would like
to see your physician offer. Open ended question. n = 330 Health Consumers
23. Gen X Health Consumers
More suggestions on how to prevent disease.
More wellness options.
If I needed a quick question or had a
small problem I could chat with
someone on a webpage.
Quicker refill process with no phone call required.
I guess I would hope to be able to take
care of issues from home instead of
going to the doctor's office.
A way to meet certain health goals (for
example, lowering weight, blood pressure) with the
help of online engagement and information.
Please describe any patient engagement tools or health activities you would like
to see your physician offer. Open ended question. n = 330 Health Consumers
24. Millennial Health Consumers
App to keep track of your goals
and review with your doctor.
Tips health tailored to fit each individual.
Web chat consults.
A successful plan designed by both me and
my doctor to use as a long term road map
to keep me as healthy as possible.
Online resources for treating
common ailments without having
to make an appointment.
Venue for easy follow-up
questions that wouldn't be
time-consuming for either party.
Better definition of my tests results
so I can fully understand them.
Please describe any patient engagement tools or health activities you would like
to see your physician offer. Open ended question. n = 330 Health Consumers
25. What do you believe are the biggest
benefits to patient engagement?
Select all that apply.
#PatientEngagement
26. Benefits of Patient Engagement
Biggest Overall
Benefit
Gen Xers
Millennials
Greater commitment to my
treatment plan when I’m ill
116
58
58
I’m more involved and take greater
responsibility in my own health
171
87
84
Improved communications with my
doctor’s office healthcare staff
192
97
95
205
104
101
23
12
11
4
3
1
Benefits of Patient
Engagement
Easier access to my doctor and my
personal health information
I don’t see any benefits to patient
engagement, just want access to a
doctor when I’m ill
Other
What do you believe are the biggest benefits to patient
engagement? Select all that apply. n = 330 Health Consumers
27. Benefits of Patient Engagement
Biggest Benefit
Overall
Gen Xers
Millennials
Greater commitment to my
treatment plan when I’m ill
116
58
58
I’m more involved and take greater
responsibility in my own health
171
87
84
Improved communications with my
doctor’s office healthcare staff
192
97
95
205
104
101
23
12
11
4
3
1
Benefits of Patient
Engagement
Easier access to my doctor and my
personal health information
I don’t see any benefits to patient
engagement, just want access to a
doctor when I’m ill
Other
What do you believe are the biggest benefits to patient
engagement? Select all that apply. n = 330 Health Consumers
28. Benefits of Patient Engagement
Biggest Benefit
Overall
Gen Xers
Millennials
Greater commitment to my
treatment plan when I’m ill
116
58
58
I’m more involved and take greater
responsibility in my own health
171
87
84
Improved communications with my
doctor’s office healthcare staff
192
97
95
205
104
101
23
12
11
4
3
1
Benefits of Patient
Engagement
Easier access to my doctor and my
personal health information
I don’t see any benefits to patient
engagement, just want access to a
doctor when I’m ill
Other
What do you believe are the biggest benefits to patient
engagement? Select all that apply. n = 330 Health Consumers
29. Gaps & Opportunities
Work to be done in getting patients more involved in and
responsible for their own health
– Tailor messaging
Easier access to personal health information
Remove barriers to basic interactions between the physician
and the patient
Get with the times – health consumers are online and mobile
30. Voice of the Health Consumer
An ability to know what is really going on
and feel like I have some power in my life.
If a patient feels more involved in his health decisions he
will be more proactive with his health instead of reactive.
I want to feel more a part
of my health care.
Being better informed about
what I can do on my own.
I sometimes feel like I’m just a number when going to
the doctor, I’d like to feel more like a person.
I want to be able to access
credible information, on demand.
It's my health!
#PatientEngagement
31. Interested in conducting similar research
Drop us a line, we have Crowds of US and
international based healthcare professionals,
patients and health consumers ready
to provide market feedback
Our Crowds are pre-screened and have opted-in
to answer questions in real time
sales@incrowdnow.com
1-617-934-1600
Editor's Notes
Thanks KelleyAnd thanks for including InCrowd in your webinar series. We see this as such an important healthcare topic for many reasons. On a daily basis we read about providers struggling to demonstrate that they’re implementing Stage 2 Meaningful Use - specifically showing that they're engaging patients. A good deal of the responsibility seems to fall on the shoulders of the physicians but we see patient engagement as an opportunity for everyone involved in the healthcare process And your approach of bringing everyone into this discussion is why we were so excited to participate.
So to jump in and give you a little background…We really wanted to understand the current ‘state of the union’ in terms of patient engagement – get a snap shot of today’s reality.We felt this would be a good way to start highlighting ‘gaps’ and opportunities within the current patient engagement environment Using the InCrowd micro survey platform, we surveyed 300 United States based primary care physician,we selected primary care physicians or PCPs because they tend to see a high volume of patients on a monthly basis and are what we think of as the gateway into the healthcare system The average demographic for our PCP Crowd was… 10 -19 years in practiceOffice basedSeeing 150 – 400 patients in a monthNEXT SLIDE: So what is the current’ snapshot’ on the state of patient engagement? (Friday November 1st at 5 PM started fielding, finished mid day on Sunday November 3rd)
So what is the current state of the union in terms of patient engagement? We found that…61% of the PCPs we surveyed are actively participating in some type of patient engagement activitiesThe physician’s practice website is the leading patient engagement activity currently being offered ‘Increased patient involvement in their care and health’ was noted as the biggest benefit while time was seen as the biggest barrierThe most commonly selected definition for patient engagement was… A meaningful collaboration between patients and clinicians, working together to help the patient progress towards mutually agreed upon health goals NEXT SLIDE: Now this is the high level “snapshot’ – what did we learn from the details….
So this is the high level “snapshot’ – what did we learn from the details….We started simple – very open and broad – wanting to understand what the PCPs would tell us before we put our scope and context around the the topicWe asked… Do you currently participate in patient engagement activities?
They stated…Unsure what that isDon’t know what this would beSounds like a silly buzzwordI’m out of the loop here – do you mean support groups, diet groups? Satisfaction surveys? Educational session? To have a group of physicians - a group of primary care physicians that are the gateway to the healthcare process – say they have NO idea what patient engagement means – is concerning. Now I have to believe that the Affordable Care Act and the growing number of educated health consumers will drive change in terms of patient engagement I also think this represents an opportunity for stakeholders in the healthcare process to develop tools and programs that support both providers and the patients. NEXT SLIDE: At this point we did offered some guidance or context around the concept of patient engagement…
They stated…Unsure what that isDon’t know what this would beSounds like a silly buzzwordI’m out of the loop here – do you mean support groups, diet groups? Satisfaction surveys? Educational session? To have a group of physicians - a group of primary care physicians that are the gateway to the healthcare process – say they have NO idea what patient engagement means – is concerning. Now I have to believe that the Affordable Care Act and the growing number of educated health consumers will drive change in terms of patient engagement I also think this represents an opportunity for stakeholders in the healthcare process to develop tools and programs that support both providers and the patients. NEXT SLIDE: At this point we did offered some guidance or context around the concept of patient engagement…
At this point we did put some context around the concept of patient engagement… We provide a series of definitions and had the PCPs select the statement they FELT BEST defined the concept of patient engagement
These are the 5 statements we provided on patient engagement – we pulled this information from a literature search on the topicThe statement selected by the majority of PCPs’ highlights collaboration and mutually agreed upon health goals, it was good to see the more well rounded statement selected. We also pulled out the data for the non-active group (those 116 PCPs that are not currently participating in patient enjoyment activities) to see what their information reflected. I’m happy to report that (1) despite not participating in patient engagement and (2) many of them being unfamiliar with the term – when provided with options the majority of this group also selected the more well rounded statement. As for Other – the PCPs offered things like…-Providing EASY ways to securely communicate with their doctors-Haven't ever heard that term-I have never hard this term before so have no idea-Advertising-person to person contact...we do this and have many great comments from our patients.even those who are very tech friendly.appreciate the warmth and friendliness of our office-Engagement does sound a good word to use. Not a buzz word. Make sure patients understand.-Other than in office discussions, I prefer the use of telephone rather than e-mail or text--more personal--
These are the 5 statements we provided on patient engagement – we pulled this information from a literature search on the topicThe statement selected by the majority of PCPs’ highlights collaboration and mutually agreed upon health goals, it was good to see the more well rounded statement selected. We also pulled out the data for the non-active group (those 116 PCPs that are not currently participating in patient enjoyment activities) to see what their information reflected. I’m happy to report that (1) despite not participating in patient engagement and (2) many of them being unfamiliar with the term – when provided with options the majority of this group also selected the more well rounded statement. As for Other – the PCPs offered things like…-Providing EASY ways to securely communicate with their doctors-Haven't ever heard that term-I have never hard this term before so have no idea-Advertising-person to person contact...we do this and have many great comments from our patients.even those who are very tech friendly.appreciate the warmth and friendliness of our office-Engagement does sound a good word to use. Not a buzz word. Make sure patients understand.-Other than in office discussions, I prefer the use of telephone rather than e-mail or text--more personal--
To get a bite more granular we provided the PCPS with a list of patient engagement activities and asked them to tell us what they currently offered their patients
To get a bite more granular we provided the PCPS with a list of patient engagement activities and asked them to tell us what they currently offered their patients
To get a bite more granular we provided the PCPS with a list of patient engagement activities and asked them to tell us what they currently offered their patients
From here we asked about benefits, again providing a series of statements - but this time asking them to rank the statements from greatest to lowest benefit.
Based on an average, overall ranking ‘increased patient involvement in their care and health’ ranked as the highest benefitWhen using an average score you tend to loose some of the detail so we looked a little deeper and pulled out the number of PCPs that selected each of the statements as the greatest benefit we did this for the overall sample of 300 PCPs and then further broke it down for the active and non-active PCPsAs you can see from the top line Across the board ‘increased patient involvement in their care and health’ ranked #1 What I found interesting was the difference between the active and non active PCPs related to that statement Allows physicians to be proactive, planning around patient needs prior to appointment –this was the lowest ranked benefitfor the non active PCPs I think reflects a fundamental difference between the 2 groups and their approach to providing care and truly engaging with the patient.
Based on an average, overall ranking ‘increased patient involvement in their care and health’ ranked as the highest benefitWhen using an average score you tend to loose some of the detail so we looked a little deeper and pulled out the number of PCPs that selected each of the statements as the greatest benefit we did this for the overall sample of 300 PCPs and then further broke it down for the active and non-active PCPsAs you can see from the top line Across the board ‘increased patient involvement in their care and health’ ranked #1 What I found interesting was the difference between the active and non active PCPs related to that statement Allows physicians to be proactive, planning around patient needs prior to appointment –this was the lowest ranked benefitfor the non active PCPs I think reflects a fundamental difference between the 2 groups and their approach to providing care and truly engaging with the patient.
Based on an average, overall ranking ‘increased patient involvement in their care and health’ ranked as the highest benefitWhen using an average score you tend to loose some of the detail so we looked a little deeper and pulled out the number of PCPs that selected each of the statements as the greatest benefit we did this for the overall sample of 300 PCPs and then further broke it down for the active and non-active PCPsAs you can see from the top line Across the board ‘increased patient involvement in their care and health’ ranked #1 What I found interesting was the difference between the active and non active PCPs related to that statement Allows physicians to be proactive, planning around patient needs prior to appointment –this was the lowest ranked benefitfor the non active PCPs I think reflects a fundamental difference between the 2 groups and their approach to providing care and truly engaging with the patient.
So what have we learned about patient engagement…-I think #1, there doesn’t seem to be a clear understanding of patient engagement and this makes it difficult to meet the expectations for both patients and healthcare providers -Two, There needs to be a broader list of patient engagement offerings – the current static tools are a start but they fall short of what’s needed to truly engage patients and pull them into the healthcare process. We also need more feedback from patients as to what they really want.There also seems to be uncertainty around what’s involved in patient engagement - there are more questions than there are answers.Again - I think this represents an opportunity for different stakeholders in the healthcare process An opportunity to develop tools and programs that support both providers and the patients along the patient engagement pathway.Kelly I’ll turn it back over to you.
They stated…Unsure what that isDon’t know what this would beSounds like a silly buzzwordI’m out of the loop here – do you mean support groups, diet groups? Satisfaction surveys? Educational session? To have a group of physicians - a group of primary care physicians that are the gateway to the healthcare process – say they have NO idea what patient engagement means – is concerning. Now I have to believe that the Affordable Care Act and the growing number of educated health consumers will drive change in terms of patient engagement I also think this represents an opportunity for stakeholders in the healthcare process to develop tools and programs that support both providers and the patients. NEXT SLIDE: At this point we did offered some guidance or context around the concept of patient engagement…