The Johns Hopkins Patient Engagement Program: Improving Patient Engagement, Improving Patient Outcomes

Abstract

A series of developments now require health care workers to be skilled diagnosticians and interventionists, and be skilled in relationshipbuilding and communication. In 2001, the Institute of Medicine's Crossing the Quality Chasm: A New Health System for the 21st Century report suggested a redesign of the health care system with patient-centered care as an essential dimension of high-quality care. 1 Similarly, the Triple Aim 2 identified "enhancing patient experience" and "improving quality" as 2 of 3 key contributors to optimize health system performance. Further, the health care reimbursement system has changed since the passing of the Patient Protection and Affordable Care Act, 3 and reimbursements by federal insurance are increasingly tied to health outcomes and patient satisfaction.Effective provider communication with patients is associated with higher patient satisfaction, 4 better outcomes and treatment adherence, 5 and more efficient health care utilization. 6 In addition, effective communication is associated with fewer malpractice claims 7 and higher health care worker job satisfaction. 8 Despite these benefits, health care workers receive limited training in effective patient communication. WHAT IS THE JOHNS HOPKINS PATIENT ENGAGEMENT PROGRAM?The Johns Hopkins Patient Engagement Program (PEP) is a comprehensive communication training program intended for staff who have direct contact with patients, including physicians, nurses, and mid-level providers, medical assistants, community health workers, and front desk staff members. The PEP often engages complete teams so that interdisciplinary team members can "speak the same language."The PEP teaches approaches described in the health literacy literature such as Teach Back, 9 attitudes

Lean Six Sigma and quality performance in Italian public and private hospitals: a gender perspective

“…Recent studies in healthcare management have focused on service quality and efficiency in achieving patient commitment and active engagement (Schechter and Wegener, 2022;Vanichchinchai, 2022). Indeed, the transition to a patient-centred healthcare system model has now become an irreversible journey that enhances healthcare evolution worldwide (Ciasullo et al, 2022a).…”