Using informatics to engage patients
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MINISYMPOSIUM: PATIENT EXPERIENCE IN PEDIATRIC RADIOLOGY
Using informatics to engage patients Alexander J. Towbin 1,2 & Timothy O’Connor 1 & Laurie A. Perry 1 & Jay A. Moskovitz 1 & Glenn G. Miñano 1 & Jennifer Regan 1 & David Hulefeld 1 & Eric Schwieterman 1 & Dianne Hater 1 & Rachel L. Smith 1 Received: 10 April 2020 / Revised: 27 May 2020 / Accepted: 1 July 2020 / Published online: 15 September 2020 # Springer-Verlag GmbH Germany, part of Springer Nature 2020
Abstract As a specialty, radiology has spent much of the last two decades implementing information systems that improve departmental efficiency and the ordering provider’s access to information. While our patients have realized benefits such as improved access to care and reduced turnaround times, there has been little focus on using these information systems to improve patient engagement. In the last decade, society has shifted. Now, consumers in every industry expect to be able to use technology to help them accomplish different tasks from scheduling to communicating. Medicine, in general, has been slow to respond to the concept of the patient as a consumer. In this manuscript we describe some of the informatics efforts we have employed in our department to improve patient engagement. We present these initiatives, corresponding to each aspect of the radiology value stream, from the patient’s point of view. Keywords Informatics . Patient engagement . Patient experience . Pediatric radiology
Introduction Patient engagement has been defined as a concept that combines a patient’s knowledge, skills, ability and willingness to manage his or her own health and care with interventions designed to increase activation and promote positive patient behavior. In this definition, the health care entity is responsible for implementing solutions that encourage patients to interact with their health [1]. Importantly, the definition also stresses that the interventions a health care entity implements must meet patients at their level, no matter their background or ability. In a sense, this definition of patient engagement challenges each provider to find multiple ways to meet the needs of their patient population.
* Alexander J. Towbin [email protected] 1
Department of Radiology, Cincinnati Children’s Hospital Medical Center, 3333 Burnet Ave., MLC 5031, Cincinnati, OH 45229, USA
2
Department of Radiology, University of Cincinnati College of Medicine, Cincinnati, OH, USA
Radiology practices have traditionally had difficulty engaging their patients. This difficulty stems from two major factors. First, radiology practices are designed to think of the ordering physician as their primary customer [2]. The entire workflow of most radiology practices is designed to meet the needs of the referring physician. For example, over the last several decades, radiology practices have implemented computerized order entry to make it easier for referring physicians to place an imaging order, picture archiving and communication systems to make it easier for referring physicians
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