Patient Engagement
Clip
Why Are We Blind to Behavior Change Barriers? (03:59)

David Laibson, Harvard University Chair of the Department of Economics, and Punam Keller, Dartmouth College Tuck School of Business Associate Dean for Innovation and Growth, discuss some of the obstacles preventing health care providers from seeing greater success in knocking down barriers to behavior change.

We need to move past the assumption that giving people information is enough for them to make the right choice, says Laibson. There is also a tendency to spot and focus on only one barrier when in fact there may be many. “It’s about pausing, stepping back, and working harder in the beginning to identify all the problems,” says Laibson, “and then building an intervention that is more universal, less partial, and is much more likely to be successful.”

Another challenge, adds Keller, is a lack of focus on service excellence. Focusing on treatment rather than prevention, for example, creates a system that does not place enough emphasis on the patient or customer. Service excellence models have three major components, explains Keller: patient or customer management, employee management, and service delivery or operation. Because services are provided and consumed simultaneously, it’s important to have a strategy that incorporates all three.

From the NEJM Catalyst event Patient Engagement: Behavioral Strategies for Better Health at the University of Pennsylvania, February 25, 2016.

More From Patient Engagement
Health Care Can Learn a Lot from Other Consumer-Facing Industries - Especially About Customer Service - Consumerization of Health Care

Patient Engagement Survey: Health Care Has a Lot to Learn from Consumer-Friendly Industries

The consumerization of health care continues to reshape the way that patients engage with providers and experience care. Most providers see this fundamental change in the health care model as a necessary response to changing patient demands, and have embraced the need to learn from other industries.

Bilazarian01_pullquote patient engagement both sides of the bed

Patient Engagement from Both Sides of the Bed

When patients and families are included in medical rounds as valued members of the team, the quality of care improves.

Ten Guiding Principles for Patient-Centered Care as Described by Mountain States Health Alliance to consider with patient-centered outcomes research (PCOR)

Complementary Approaches to Patient Engagement in Patient-Centered Outcomes Research

It’s important for providers to understand and apply the key principles foundational to patient-centered outcomes research efforts.

Selected Advantages of Improved Patient Electronic Access to Health Data

Patient-Led Data Sharing — A New Paradigm for Electronic Health Data

The pieces are in place for a truly disruptive shift in how patients can access and use their own clinical data to improve their health.

Collapse of Two Online Health Communities as Result of Removal of Users Starting from Superusers

Online “Superusers” as Allies of the Health Care Workforce

Three proposed steps for integrating peer-driven online health communities with traditional services to improve health outcomes for people with chronic conditions.

The PEACE Project - Patient Experience for Acute Care Elders at Sarasota Memorial Hospital

The PEACE Project

Improving the acute care experience for our eldest patients.

Rabson01_pullquote barriers to patient engagement in primary care practices

What Does It Take to Increase Patient Engagement in Primary Care Settings?

Massachusetts primary care practices are beginning to invest in programs to increase patient engagement, but these strategies can be challenging to implement and remain underutilized and undervalued.

Many Barriers to Engaging Patients in Treatment for Obesity

Survey Snapshot: Approaches to Address Clinician and Societal Roles in Obesity

The obesity problem is getting larger and larger. Some solutions lie beyond the traditional medical setting.

Esch01_pullquote patient activation

OpenNotes, Patient Narratives, and Their Transformative Effects on Patient-Centered Care

The development of standardized tools and techniques are enhancing the ability of providers to interact with patients, but true patient engagement requires a common understanding of its theoretical foundation and an open mind for including patients’ needs and beliefs — in their language — as part of each encounter.

Patients and PCPs Hold Primary Responsibility for Addressing Obesity

Patient Engagement Survey: The Failure of Obesity Efforts and the Collective Nature of Solutions

Patients hold responsibility for their actions, but providers’ approaches to address obesity often fall short as well.

Connect

A weekly email newsletter featuring the latest actionable ideas and practical innovations from NEJM Catalyst.

Learn More »

Topics

A Teledermatology Initiative to Increase Access…

A group of seven community health centers in Massachusetts collaborated to implement a teledermatology program…

Patients As Customers

125 Articles

Patient Engagement Survey: Health Care Has…

The consumerization of health care continues to reshape the way that patients engage with providers…

Patient-Centered Care

248 Articles

Patient Engagement Survey: Health Care Has…

The consumerization of health care continues to reshape the way that patients engage with providers…

Insights Council

Have a voice. Join other health care leaders effecting change, shaping tomorrow.

Apply Now