弥合数据差距，改善患者护理

Maturity frameworkfor smarter patient engagement A Guide for Healthcare Providers Patient engagement is more important than ever. Asa healthcare provider, you understand the value ofanalyzing patient feedback and focusing your serviceson the patient. When done well, patient engagementuses data and technology to improve healthoutcomes, drive quality improvement, support healthequity, and promote wellness and prevention. Datamaturity matters Dataoverload A strong data foundation that organizes, cleans, andenhances electronic health records (EHRs) helpshealthcare providers understand their patientsbeyond medical records. For example, it revealspatients’ preferred communication methods,medication adherence, social determinants of health(SDoH), and more. You’re probably capturing more data than ever —through intake forms, physician notes, lab results, callcenters, remote monitoring devices, patient portals,text interactions, and payer sources. This informationcould improve care, but much of it is fragmented,inconsistent, or siloed. Even with advances in data collection andmanagement, it’s hard to make sense of it. The sheeramount and variety of data is overwhelming, andcauses big problems: wasted resources, gaps in carecoordination, and a higher risk of patient leakage. Data maturity doesn’t mean data complexity. It meansdata readiness. When data is right and fit for purpose,it’s easier to spot areas for improvement. This helpsyou personalize engagement, improve satisfaction,and build loyalty. Turning raw data into a personalized patientexperience is no small task. But, with a clear strategyand the right data readiness approach, it’s well withinreach. AND FIT FOR A PURPOSE Patient360 Data Activation Framework Many companies need help, and a structuredapproach works best. A maturity framework givesyou a step-by-step approach to scale and get resultsin a systematic and efficient manner. The process issimple and structured, with clear steps, metrics, andtechniques. It ensures consistency and uniformity, helping you prioritize activities, allocate resources,and optimize performance. This approach is basedon years of experience working with top healthcareorganizations. It flexes to your unique needs — whileguiding continuous progress toward more connected,personalized, and scalable patient engagement. S T EP 1: Set clear KPIs What will success look like? To get the most outof your digital and physical channels, you shouldunderstand your patients and their journeys. Setclear, measurable goals to track the success of yourengagement strategies. This shows what works, andwhat doesn’t, and helps you decide where to focusyour time, budget, and resources. Whether you’re handling this internally or workingwith partners like SoftServe or Redpoint, clear KPIshelp you measure results and plan for growth. Engagement KPIs measure behaviors andinteractions, while outcome metrics like CAHPSscores, Net Promoter Score (NPS), and first contactresolution show whether your efforts improve patientexperiences. The best KPIs are tied to specific use cases andorganizational goals. First, pick a use case thataligns with your goals — like improving medicationadherence, reducing readmissions, or increasingpreventive care. Then, prioritize the ones that serveas a meaningful start for a pilot program. We typicallysee two successful approaches: These metrics don’t directly calculate engagementbut help reveal its impact. Tracking them withengagement KPIs shows how well you connect withpatients, build trust, and provide value. High-impact, high-priorityuse cases thattest complex scenarios and cover multipledownstream opportunities High-priority, lower-complexityuse casesthat offer quicker wins and show proof ofvalue faster Engagement metrics that matter 1.Touchpoint: 2.Behavioral: Analyzes how well you’re reaching patients andhow they’re interacting with those efforts. Captures downstream behaviors that signalmeaningful patient activation. ¾Email/SMS open rate¾Click-through rate (CTR)¾Portal activation rate¾Mobile app use¾Two-way messaging volume ¾Appointment scheduling rate¾Appointment adherence rate¾No-show rate¾Preventive care completion¾Care plan adherence S T EP 2:Perform a data audit The scale of healthcare data isstaggering. U.S. hospitals alonegenerate over 50 petabytes ofdata each year, but an estimated97% of it isn’t used. Healthcare now accounts for nearly30% of the world’s total data, makingit one of the most data-rich butunderutilized industries globally. Key data sources Clinical and operational ¾Electronic health records (EHRs):Diagnoses,lab results, visit history, care plans¾Population health platforms:Riskstratification, care gaps, predictive analytics¾Claims and billing data:Patterns,service costs, access trends¾Patient portals:Logins, securemessages, appointment requests The gap is technical and strategic Surveys by Arcadia and HIMSS show93% of healthcare leaders believequality data is essenti