Improving Patient Engagement with Reporting and Business Intelligence


Most private and public enterprises routinely pursue performance improvement initiatives to reduce costs, increase competitiveness and improve operations. Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. And like any sizable organization, improvement in healthcare organizations is driven by the desire to overcome some common challenges such as:

  • Overly focused data collection and reporting within departments or limited to what is available in one ERP/EHR database
  • Key information stored in disparate and siloed systems
  • Correlating interaction data and ensuring its accuracy is cumbersome and time-consuming
  • Reporting can be slow and reliant on paper-based systems (spreadsheets)

These challenges often lead to escalating operating costs, so organizations must find better ways to use patient interaction data and measure staff performance.

Performance management solutions can help healthcare organizations overcome these challenges by advancing operational effectiveness beyond the status quo, and applying focus squarely on patient-care metrics across departments and operations. The initial goals for such a program should be to prioritize performance improvement efforts so that the organization can achieve early successes and build momentum for future performance improvement efforts.

But before healthcare organizations can deliver a patient-centric approach, they must first find ways to foster collaboration and communication among providers, clinicians, and staff, increase efficiency, and improve the way they manage their resources—all in the name of delivering better outcomes.  This is easier said than done as hospitals struggle to keep up with the continuous influx of patients, particularly chronic disease patients, that strain operations and resources.  Here are a few ways healthcare organizations can do this:

Scorecards and Dashboards

Scorecards and performance dashboards are easy-to-read and provide a visual representation of what is happening. Organizations can set goals, link metrics, and identify trends as patients interact with staff. Administrators and managers can monitor and measure staff performance in real-time, identify issues, and provide solutions to better meet benchmarks.

Analytics and Reporting

Performance management solutions consolidate information across multiple departments (patient, clinical, operations, HR, and finance) so that administrators have full visibility into their organization’s performance and KPI data. Managers and front-line supervisors will have better access to information to improve decision making and set thresholds for staff performance, so they can initiate automated performance alerts and provide coaching.

Planning and Forecasting

Performance management solutions improve predictability to help healthcare organizations use interaction data to adjust resources quickly in response to new patient-care initiatives. Additionally, data can be automatically pulled from a variety of sources and synced across departments to eliminate silos and improve forecasting.

Performance Management solutions are the perfect tool to help healthcare organizations improve communication strategies with at-risk patients, measure interaction data from patients who were discharged and readmitted, monitor factors that contribute to inbound overload and take time away from skilled clinicians and staff, forecast and realign resources to provide better service, and measure the results of proactive communications to help patients take better care of themselves outside of the facility.