What is the difference between patient engagement and patient experience?

Every practice today is leaning towards making their service more patient-centered. People often state patient engagement and patient experience in light of this advancement, almost interchangeably in the healthcare industry. However, it is essential to understand how different both these phrases mean. These two terms mean entirely different yet contribute equally to patient loyalty and satisfaction.

While both focus on improving the quality of care and patient outcomes, their approach and goals differ. Patient engagement refers to the process of involving patients in their care and empowering them to take an active role in their health and wellness.

On the other hand, patient experience encompasses all patients’ interactions with the healthcare system, including the quality of care, communication with providers, and overall satisfaction with the healthcare experience. In this blog, we will discuss in detail the difference between patient engagement and patient experience.

What is patient engagement?

Patient engagement refers to the process of actively involving patients in their healthcare process from start to finish, empowering them to take charge of their health and wellness. It means that patients are not just passive recipients of care but active participants who collaborate with their healthcare providers to make informed decisions about their health.

Patient engagement can take many forms, such as setting goals, following treatment plans, and providing feedback to healthcare providers. Patient engagement aims to improve patient outcomes, such as better health, reduced healthcare costs, and increased patient satisfaction.

As for the provider, your role emphasizes guiding patients through their healthcare journey by providing them with education, support, and easy accessibility.

Studies indicate that 83% of patients are ready to participate in improved patient engagement activities. Almost half of the respondents emphasize that the physician is responsible for managing the patient’s health.

Examples of patient engagements

A few examples of patient engagement include:

• Providers are working with patients to help them understand their health condition.
• Patients schedule appointments and communicate with their providers online.
• Patients are responding to appointment reminders and future appointment scheduling.
• Collaborating with patients to discuss and decide on a treatment plan
• Collect patient health data through wearables
• Patients providing feedback on the service highly benefits the provider.

Ways to improve patient engagement

Once you understand patient engagement, you can formulate strategies to improve patient engagement. It may include:

1. Focus on patient activation, where the patient can function in health improvement activities. It includes collaborating with the providers, navigating the healthcare system, and being involved in the treatment and diagnostic choices.
2. Patient education can significantly improve health outcomes. It helps them understand their diagnosis and take an active part in deciding a treatment plan a following through with the prescription.
3. Engaging with patients in the decision-making process. It is an effective way to improve patient engagement as it also helps providers plan and move forward with the treatment.
4. Provide transparent communication with providers. Over 85% of patients prefer to text their providers. Patients will feel more seen as they have easy access to their provider to ask questions.
5. Make virtual care accessible by leveraging technology. Remote monitoring and provider attention can benefit both patients and the provider. It enables access to real-time patient health data and minimizes in-patient visits, thereby reducing costs.
6. Simplify language and remove jargon, so patients don’t feel lost or intimidated. Patients always look for a friendly environment where they understand their condition and can work on a treatment plan alongside their provider.

What is patient experience?

Patient experience refers to a patient’s overall experience when interacting with the healthcare system, including the quality of care, communication with healthcare providers, and overall experience with the healthcare.

You should also understand how to distinguish patient experience from patient satisfaction. On the contrary, patient satisfaction defines the level of content with the healthcare experience. It answers questions such as whether you are satisfied with the interaction with the clinic staff, whether there was a long waiting time, and whether the physician listened to your problems and catered to your needs.

Patient experience encompasses everything from the comfort of the hospital room to the attitudes and behaviors of healthcare professionals. It even extends to the ease of booking appointments and navigating the healthcare system. The patient experience aims to create a positive and satisfying experience that will lead to better health outcomes.

Examples of patient experience

A few examples of patient experience include:

• The clarity in scheduling appointments, whether a phone call conversation or online booking.
• Patient’s interaction with the front desk staff on arrival to the clinic premises and the atmosphere in the office
• The quality and the level of care received from the healthcare provider
• The ease, flexibility, and convenience of the billing experience
• After-care experiences with the clinic, such as follow-up calls and feedback request

Ways to improve patient experience

A few ways in which you can improve patient experience are:

1. Reduce wait time by accessing your patient flow. Ensure you have proper scheduling guidelines to avoid double booking.
2. Train your employees to deliver compassionate and empathetic communication. Simple gestures like saying hello, acknowledging the patient, and following through with their concerns can make a significant difference.
3. Giving your patients a feedback request will make them feel heard and give you the insight to improve your service further.
4. Be transparent in your communication. Whether in finance-related information or treatment plans, patients want their providers to be honest and communicate.
5. Provide a digital connection, as more than half of your patients prefer to book an appointment, receive appointment reminders, make payments, and send feedback online.
6. Ensure patients can easily communicate with the provider and are educated on the diagnostics and treatment plan. Studies indicate that one in three patients leave their provider due to a lack of communication and access to information.

Better engagement forges a better experience

In conclusion, patient engagement and patient experience are important aspects of healthcare, but they differ in focus and approach. While they may seem similar, they have different goals and require different strategies to achieve those goals.

Both patient engagement and patient experience are vital to healthcare, as they work together to improve patient outcomes, increase patient satisfaction, and reduce healthcare costs. By focusing on both, healthcare providers can create a patient-centered approach to care that prioritizes the needs and preferences of patients, leading to better health outcomes for everyone involved.