Digital

Digital Health Implementation Playbook Step 9: Patient Partnership

Overview

Strategically engage patients to maximize the impact of RPM. Many RPM solutions require daily, active participation from patients. Ensure that they’re prepared through a patient-centered initiation process. As you plan to educate patients about the program, ensure there is adequate time to set expectations, answer questions, and discuss how remote monitoring can assist them in reaching their goals.

Goals to accomplish

  1. Develop (or source from your vendor) a wide variety of patient training materials to support different learning styles
  2. Develop clear “what if” scenarios to inform how the patient should respond to their readings
  3. Finalize eligibility criteria for RPM program participation
  4. Apply your eligibility criteria to identify eligible patients (EHR/Population Health database query, staff or physician identification/recommendation, etc.)
  5. From your set of eligible patients, identify those patients who are “likely to succeed”
  6. Plan to introduce eligible patients to the program at their next appointment or through direct communication (e.g., phone call, email or direct mailer)
  7. Identify how you will enroll interested patients
  8. Finalize training protocols and materials for patients to participate in the program
  9. Ensure you are prepared to initiate workflow to distribute and activate monitoring devices to patients

Why partnering with the patient is important

Remote patient monitoring relies on patient engagement. Thorough preparation is vital to ensuring that patients:

  • Are confident with the technology
  • Participate and generate accurate data
  • Know how their data will contribute to their care
  • Feel empowered to troubleshoot issues they encounter

Best practice

Make the program about the patient. Use techniques like motivational interviewing to understand patient goals and generate excitement around how remote patient monitoring will help them reach those goals and identify what will motivate them to continue participating in their care. Consider having a care team member follow up with patients or engaging caretakers to keep patients accountable and help with using the device and transmitting data. Consider how your vendor can support patient engagement or provide additional customer service.

Avoiding a misstep

Even with the best training, expect patients to need occasional assistance. Prepare patients to deal with issues they might encounter by:

  • Helping patients understand the difference between technical and clinical concerns
  • Providing direct vendor contact information for technical concerns, if possible
  • Setting expectations about what their data will look like and what data points are normal vs. cue the need for medical intervention
  • Providing visual materials which are specific, clear, and concise to refresh their training
  • Reviewing training at their next several appointments

Quick tip

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Hear the patient perspective

 Practice spotlight

"To ensure a patient is successfully on-boarded to their new remote patient monitoring (RPM) program, CareMore Health has developed a 3-step process that leverages their clinical model, dedicated RPM team and vendor partnerships to ensure an optimal experience and outcomes. 

"First, patients are informed of the benefits of the program, enrolled and educated on how to use the RPM equipment at a CareMore Care Center. Immediately following enrollment, a package containing the patient’s equipment and brief instructions is mailed to the patient’s home. Using package tracking, the dedicated RPM team is notified as soon as the package is received by the patient.

"Lastly, a phone call is made by the CareMore RPM team to officially welcome the patient into the RPM program and advise on what to expect and how to best use the devices. During the call, essential topics are reviewed, such as device set-up, how to take proper readings, and how to contact the RPM team for technical or clinical needs. Dedicated RPM clinical staff (Nurse Practitioners and Registered Nurses) continually engage the patient, especially when a potential exacerbation of their condition is detected. As a result, a strong personal connection is established through the RPM team that gives the patient the dedicated clinical support needed while also freeing up the Care Center clinical team."

—Omid Toloui, VP Digital Health Strategy & Alliances, CareMore

Resources

DOWNLOADS

Playbook: Step 9-What If Plan for Patients

Now that you have completed Step 9 in the AMA Digital Health Implementation Playbook, continue with Step 10: Implementing. You can also go back to Step 8: Preparing the Staff, or visit the playbook main page to review all 12 steps.

AMA Digital Health Implementation Playbook

Download the Playbook to review all 12 steps to implement and scale remote patient monitoring in practice.