Health care institutions, like many colleges and businesses, have trouble retaining people. Tiffany A.S. Wright, vice president of operations at CareMax, says that it’s one thing to engage with patients but a much bigger challenge to retain them.
Retention is particularly key to maintain the funding for fee-for-value programs, which are growing in popularity. What if you spend a year investing heavily to improve the health of a patient, only to see her leave and give another institution the benefits of your investment?
This video is therefore important viewing for anyone concerned with making a fee-for-value program work or making sure patients don’t drop away for any reason. I believe you will find Wright truly inspiring, because she combines a wealth of insights derived from her understanding of clinical conditions, patient motivation, employee motivation, creating a culture of caring, and (last but not least) technology.
Many aspects, both technological and organizational, feed into success at CareMax, which treats people on Medicaid.
Setting expectations is key to improvement. Wright says that the patient should have expectations of the caregivers, and vice versa. The orientation tries to impress the patients—which CareMax calls “members”—that they are involved in their own care.
Employees are also fully three-dimensional members of the organization. Wright says that goal-setting and employee motivation are “not just the discussions that we have in the boardroom, but the ones that happen at the front desk.”
Watch this video to see the stages that patients move through in Wright’s experience, her experience using CareCognitics to engage patients, the importance of flexibility in both a clinical organization and a technology vendor, the role of metrics and analytics, and how to structure financial incentives with the input of employees. As a bonus, you’ll hear an amazing story about how Wright set up a COVID-19 test center in just a few days in March of 2020!
Learn more about CareCognitics: https://carecognitics.com/
Learn more about CareMax: https://www.caremax.com/
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John Lynn is part of the team at CareCognitics.
